Completely unacceptable

There is a technical issue with my alarm system as per the consultant that I spoke to after doing a test. She advised that they did not pick up a signal from my house. I was given a ref no and was told to call back tomorrow to confirm when a tech will attend to my issue. 1. Why should I call back to confirm, shouldn't my service provider contact me to make the necessary arrangements? 2.I came back from holiday after 2 weeks and discovered that our main tripped which over and above this alarm issue, everything in my fridge went off- a financial set back. I received no sms, phone call or even a smoke signal to let me know that there is no signal coming from my house. If I was informed, I could have sorted this out preventing any inconvenience. What service am I paying for on a monthly basis? When I asked the consultant about this, I was told that she doesn't know why I didn't get a notification. We entrust ADT (a security company) with our assets when we away. But how can we, if we can't trust that we will be notified in the event that something goes wrong?!