Boundary Alarm 

As advertised, a comprehensive smart alarm system. Simple to use, simple to install.

The quality of service is most definately 5 star....quality of product 5 star....communication has been fantastic, nothing is too much trouble. If there is a problem (my siren was found to be faulty-the comms for testing it from Boundary were superb- i think the problem/fault might have been where the unit was in transit, but not sure) replacement was sent immediately, courier collected the faulty unit, and the new unit worked immediately, the team at Boundary were really customer focused, i'd have no doubt in recommending these guys to anybody. It's great to see a team that are so customer focused and customer friendly. The only thing i'd love to see is a customer helpline, comms are by e-mail/live chat, which works fine and pretty much immediate, very thourogh and straightforward,so not too much to worry about, i'm just a bit old school with that stuff🙂. But, have no worries about the service or the product, user friendly on all levels, which is the added value we all want. Thanks guys!! Gary Stephenson.

I came to a problem when we were going to go out. I went to the hub and found that it had frozen it self no buttons worked and I was in a rush. I emailed the help desk and the quick response made the day grate. I was told it. Had frozen due to the hub loosing signal with router to many times. I was explained what to due and I was back up and running in a few minutes. Lovely customer service would recommend to all.
I just hope they open a call. Centre up to make the process a lot faster than forward and backwards email but overall I’m pleased with the service and response 👍

I was getting frustrated with the app recently because it required me to actually log in with a username and password every time i returned home and wanted to put my car in the garage, without first going into the house to disable the alarm. I had put up with this for a while as sometimes it did facial recognition, others it wanted chapter and verse.
Finally I reached out to Phil and Leslie who had been very helpful with an unrelated problem previously. Sure enough I had a reply the next working day, a few suggestions were made and now I can drive up to the garage, open the app, disarm the alarm, open the garage door and put the car away - all without entering the house!
This alarm system is 21st century in every respect and is light years ahead of my previous wireless system that was pretty dumb compared to the Boundary system. I have it set to arm when I leave the house automatically, so I now never leave home without setting the alarm.
I would wholeheartedly recommend the system as I have been with these people since the kickstarter days.

Good modern alarm systems with App control. Customer service very responsive when contacting them.

In the process of doing an install myself (well with help from an engineer) a couple of mounting plates got broken in removing sensors to pair with the hub. I contacted Boundary and explained the problem and Leslie explained what had to be done and said he would send out new mounting plates with full fitting kits to refit the sensors once paired. If a professional install had been available to me this would not have been a problem , but a professional install was not an option I could have so It had to be a self install and that caused the problems. We fitted all the sensors before pairing then were told all sensors would have to be removed to go to hub and pair and int he process of removal the mounting plates were broken. I have to say that Leslie very quickly sorted what was needed and sent it out I think immediately after our contact. You can't ask for better service than that many thanks.

System

The system can seem daunting at first but the instructions are very clearly laid out. Biggest advice I have is to follow the instructions and the sequence of how to set up the alarm. Pairing sensors to the hub is easy and the app is very good. I had a faulty hub so had to wait a day for a replacement to come. After that everything was fine. I had a few teething problems with sensors being active when they should not have been but this was easily resolved with a little help from customer service. With a system like this and setting it up myself, i would expect a few initial issues in the first few days.

Customer Service

This is where Boundary are very good. I had read some reviews complaining that there was not a helpline and this did cause me some concerns. However, when I had an issue with the hub at 3pm, I emailed support and was responded to within minutes. A replacement was immediately sent and received a day later. All my queries have been answered really quickly and probably more quickly as opposed to calling and waiting on hold.

Conclusions

The system is intuitive and works. It is smart so can work with Alexa etc. The monthly fees are very reasonable. One concern is how long the batteries in the sensors will last.

Overall a good product.

We are very disgruntled Verisure customers (which is a whole other long and depressing story) who came across Boundary when searching for an alternative system. The low number of app downloads made it obvious that this was a start up company but the great reviews finally nudged us to go ahead and purchase the system and indeed it started so well
- prompt delivery, well packaged
- other than one door contact that took a bit of effort, we had no problem getting it all up and running (I know a lot of people found the process of linking the sensors difficult but we didn't)
- unlike Verisure, setting the alarm before bedtime doesn't wake the neighbours regardless of which method you use
- for the first few weeks, it worked great and we used it every night and every time we left the house

BUT

- whilst the app is pretty easy to use, it keeps logging itself out on my husband's phone - usually when he needs it most. We both have identical phones and it only happens to him and so far we haven't nailed why it keeps happening to him.
- the keypad kept losing the wifi signal from the router less than 10 feet away (albeit through a couple of walls). To maintain a constant signal it had to be connected to a wifi extender just 6 feet away.
- NEVER press the wifi button on the keypad to check what it is or isn't connected to as it will immediately disconnect AND forget the password so you need to start over
- whilst on holiday abroad, the alarm went off. To be fair, we were instantly notified BUT it turned out to be a false alarm. As a result neighbours on both sides were disturbed (it went off in the evening) and came rushing outside with torches to see what was going on. The alarm was tripped by an upstairs PIR. There was absolutely no reason for it to go off. The doors and windows were all still closed and locked, the curtains were drawn. There was nothing in the house with a pulse that could have activated it. We were forced to rearm the alarm but leave the PIR off so as not avoid the risk of another false alarm and upsetting the neighbours further.
- The rear door sensor decided to randomly disconnect itself from the system last night. Boundary website says that it could be the battery (it isn't), or it could be out of range (well the door hasn't moved any further from the hub or vice versa so I'm going to say no to that too), or try moving the sensor nearer to the hub (not possible to move the door!! and if we move the hub closer, it will then be further away from the other door sensor), and make sure the sensor is vertical (it is). So no help there!
- On the subject of help, there is a lot of stuff on the website but often it doesn't actually fix the problem. You can "raise a ticket" and someone will email you back but it doesn't seem possible to actually speak to someone. So there is a lot of back and forth with them asking ever more detailed questions with nothing really getting fixed before the next problem rears its head.

I really do want to like this system but it feels as if the public is paying to be some sort of Beta tester for a system that isn't yet quite ready to be launched to paying customers. The website and Youtube videos were very vocal about the fact that you can choose a monitored system when the reality is that when we bought the system (about a month ago) it hadn't completed all its accreditation and so it wasn't actually true.

Ultimately a burglar alarm is purchased to provide peace of mind and so far, this is providing us with absolutely NO peace of mind. False alarms and unexpected messages popping up to inform us that something is wrong (wifi dropout, disconnecting sensors) are incredibly unsettling. We are at the point where we are too nervous to actually turn it on.

We need to have a real person phone us so that we can arrange to return the whole system in your beautiful packaging and get a refund as it is not fit for the purpose for which it was sold.

Excellent product, excellent after sales service - would highly recommend.

Great product and some of the best support I've ever received from a company. Highly recommended.

Fantastic customer service-my queries were answered quickly and effectively even on a Bank Holiday. A faulty sensor was replaced without fuss. Cannot recommend highly enough!

I recently invested in a new alarm to replace a costly existing one. What a great piece of kit made up of some quality components. I went for the self install option and it all went flawlessly. The service i have received from Boundary since has been faultless too. I am impressed and could not recommend them more highly!

I purchased a system on the Boundary web site, I followed the company’s recommendations on the system suitable for the size of our house. The system components arrived in a pack of well designed boxes all labelled ready for our self build. The instructions were simple to follow and soon got the devices and system up and working on line. The system app connects it all together with a great array of well presented and informative information showing the status of all the system devices, even the temperature of each item. The system can be fully armed or partially armed depending on your needs. You get a choice of how you get notifications when the system has detected a change in status. Overhaul a great buy with a well designed system that is highly recommended a fantastic change in tec compared with a wired system I built some 30 years, how technology changes.

chose our system which arived promptly when installing had trouble with 2 door contacts which i found was the anti tamper switch not seating properly i sorted that little problem and for a while we have been happy with what seems to be a well designed system. that is where it ends as seems to be the case these days you end up with an app that keeps locking you out

Quick glance:

The system malfunctioned on day one of installation with multiple parts contributing to its failure, coupled with software glitches it's a nightmare to install and in my view from experience, not reliable enough to secure your home and your loved ones. Until the glitches are ironed out and hardware quality is reassessed, I'd give this company a miss for now until they've matured. Great potential, but you'll be paying monthly to pretty much be their product testers, Boundary should have delayed bringing this to market.

A smart alarm that gets confused.
A wireless system that drops its wireless signal.
A support team, that is hard to access when things go wrong.

For and against

For:
Nicely presented product design of sensors, keypad hub, contact sensors, key fobs and an outdoor siren that all look slick. Monthly subscription plans are exciting when compared to others .

Against:
- 12 month battery life for sensors that aren't reliable
- really poor customer service access. No phone number, no after hours or weekend contact response. Be prepared to write emails back and forth...what year are we in again?
- room sensors have poor quality tamper systems that need to be cleared again and again with a lot of fiddling. Be prepared to go up and down ladders. The app will show they're fine, yet the hub will disagree.
- room sensors have very inaccurate temperature readings, a great feature but they're out by up to 3°c rendering them pointless.
- contact sensors and room sensors can (and do) go offline, you are warned when this happens, Boundary support (a person called Leslie) just suggests that you keep an eye on it... That could be your front door sensor offline!
- outdoor siren lacks a quality build, mine registered tampered, which I needed to fiddle with multiple times to clear. The alarm bell went off, it is supposed to cut out in 15mins, but it didn't stop. I had to climb up and break it open. It actually disconnects from the system as the batteries use up too much power, not good when you're testing it out.
- outdoor siren lid has holding screws that screw into weak plastic thread which die during installation, which means not being able to open the siren in case of manual intervention, due to hardware failure, which happened to me on day one. Be prepared to console your kids as it likely will greatly upset them.
- the hub control unit has a limited cable run, most will find this too short if wishing to install it on the wall which is the most desired location.
- the hub's table stand in my opinion should be included but instead the company decided to charge for it.
- sensor pairing during installation is hit and miss, 3 out of eight had issues. Even if the system shows they're all paired, you're best to contact support (good luck after normal budnesd hrs or weekends) to confirm all are actually 100% paired, they don't tell you this step) or you risk your system malfunctioning in all sort of ways .
- 3m double-sided tape provided with sensors are hit and miss, some won't hold and risk damaging your sensors if they fail to hold.
- the app and the hub can give you conflicting readings which are really confusing.
- do NOT use screws to install any of your sensors, as should you want to return for a full refund, you'll have to fill these holes and paint (if you have that colour) to make good. Boundary's support team (Leslie) will suggest you make a trip to B&Q or similar, negating the effort, time and money you've lost and are about to lose more of.

An apologetic reply on 3rd May 2022 from the CEO (Robin Knox) who I reached out to, suggested they know about issues

"some of this is out with our control and caused by a third party protocol that we are awaiting an update for. Other improvements are in the design & engineering process.It seems like you had several issues in combination, creating a frustrating experience so again I must apologise."

Yet none of this is mentioned to you as a consumer when buying into this platform, which you pay a recurring subscription to. He was happy to refund fully (takes 14 days) to" part ways amicably".... That's at least something, though I now need to fill holes and rematch paint to my external and internal walls plus doors. Live and learn.

My advice is to let them iron out the basic issues that should have been fixed at product testing stage and maybe come back to them a year or two on. If they're happy to discount your monthly to compensate you subscribing to an unfinished product/platform or pay you to be testers..umm I mean customers, then go for it.

Easy to install and seems to work well. I like the geofencing option to set the alarm on leaving home automatically.

Alarm hub frozen, siren is faulty and sensors not working correctly. Customer service is unavailable even with there live chat apparently opens at 9.00am and I just get told to leave a message. I have Facebooked, emailed and left ticket requests not one reply. Frustrated with the level of service and why they do not have a contact number I will never know. I have left my number in all communications with them so hopefully someone will get back to me soon and I will alter my review after it is all resolved.

A great looking alarm should of been an easy install but I messed it up the suport team on email was a great help and have resolved every issue I had cart thank then enough highly recommended