SmartHome Security: Preparing for installation
How to prepare for your SmartHome security installation plus frequently asked questions about what comes after
Appointment scheduling & length
How soon we can install your system will depend upon installer availability. We’ll provide you with options at time of booking. Depending on complexity, installations typically take between 4 and 6 hours.
If you rent your home or live in a condominium, ensure your landlord or strata have approved any drilling that will be required as part of the installation. The technician may need to reach your landlord for questions, and gain access to the phone room.
Clear areas for access where you would like equipment installed. Your equipment placement will be finalized in consultation with your technician during installation.
Confirm your emergency contacts
At installation, you’ll be asked to provide information for the three people you’d like us to contact for you in case of emergency.
Walk-through & demonstration
Once the installation is complete, the technician will demonstrate the features of your system, including how to arm/disarm and using the TELUS SmartHome Security mobile app. Ideally, everyone who will be using the system on a daily basis should attend the demonstration. If that's not possible, please plan to have someone over the age of 18 available for the duration of the appointment. This person will need to learn the basic functions and share the information with the other residents of the home.
Access to existing security equipment
Make sure you know where and how your existing security equipment is set up so you can walk the technician through it at time of install.
After installation FAQ
How do I change my emergency contacts
Call us at 1-855-255-8828
Video Clip Storage
How many clips can I record?
Your account can hold a maximum of 1000 clips. If you record more than 1000 clips, your oldest clips will be over-written by the new. You can save certain clips, so that they are not overwritten, by going to your TELUS SmartHome account and "protecting" the clip.
How many clips can I upload?
You can upload a maximum of 1000 clips a month for manual and scheduled recordings. If you go over this amount, you will need to call in order to get an increase on your upload limit (for $5/month) or you can wait until next month for your limit to reset.
Alarm-triggered recordings will always be available even if you have reached your limit. During an alarm, clips will record back to back, with up to 80 clips recorded if you have the length set to 15min.
How long are the recorded clips?
You can set the duration of the clips by going to your TELUS SmartHome account by going to Video > Settings.
- You can record up to 15min when triggered by an alarm (configurable)
- You can record 35+ seconds as triggered by motion (configurable)
- You can record 50 to 60 seconds when triggered by the system (ie. a door open/close, lock code entered, etc.)
- You can enable pre-trigger recording which will record 2 to 4 seconds prior to the motion event
Is there a money-back guarantee?
Yes, TELUS provides a 30-day money back guarantee to ensure you are completely satisfied with the service.
Is my equipment under warranty?
All equipment is warrantied for as long as you contracted with TELUS.
What happens if i want to make a change to my service? Can I upgrade or downgrade my plan? Can I add more accessories?
To change your plan we will cancel the current agreement and start a new agreement for you with the new equipment requested. A service technician will be dispatched to install the new devices for you.
Will my system continue to work if the power goes out?
Rest assured, your system includes a back-up battery which lasts for 6 hours and is rechargeable.
If my house gets broken into, does TELUS replace my things?
No, your home insurance policy will compensate you based on your coverage.
How much does it cost to cancel the service?
The cancellation fee depends on which plan you have:
- TELUS SmartHome - Secure $24/month for remainder of term
- TELUS SmartHome - Protect $32/month for remainder of term
- TELUS SmartHome - Control $39/month for remainder of term
How do I contact TELUS?
TELUS SmartHome Customer Care & Technical Support: 1-855-255-8828
Hours of operation:
Monday - Friday: 7:30am - 10:00pm MST
Weekends: 8:00am - 9:00pm MST
Where can I access my bill?
You can access your bill anytime, anywhere by signing up for paperless billing. Not only is it good for the environment. It’s also more convenient than paper. When you sign up, you can:
- Get notified when your bills are ready
- View and pay your bill any time, from anywhere
- View detailed bills from up to 18 months ago
What is the Central Monitoring Station?
Our Central Monitoring Station (CMS) is a highly secure, ULC-certified, TMA Five Diamond rated facility which houses trained professionals and critical information to monitor a home security and/or personal emergency response (PERS) system on a 24/7 basis. To ensure redundancy and reliability of your services, we have two monitoring facilities prepared to receive alarm signals at all times. The station will receive alarm signals from security and/or PERS devices and the operator will use customer account information and a specific action protocol (based on proven industry best practices) to take action. In the event of an alarm (fire, intrusion, panic, duress, medical or environmental) the agent will contact the customer, starting with 2-way voice to the premise, and then if necessary by phone. If the alarm is unable to be verified, the CMS will follow a standard action protocol, which involves contacting emergency contacts and dispatching a guard (if applicable) and/or emergency service providers (police, fire, ambulance) as required. In the case of a confirmed emergency, as confirmed by the customer, the customer’s emergency contacts or through your in-home devices, emergency service providers will be dispatched immediately.
Can I self-serve and update my information for the Central Monitoring Station?
You need to call TELUS to make updates to your account information housed at the Central Monitoring Station given the sensitivity of the data and the security protocols in place. Call us at 1-855-255-8828.
What happens if there’s a false alarm?
For every alarm, the Central Monitoring Station (CMS) will attempt to verify the alarm by contacting the customer, starting with 2-way voice to the premise, and then if necessary by phone. If the alarm is verified to be false, no further action is taken. If the alarm is unable to be verified, the CMS will follow a standard action protocol based on proven industry best practices, which involves contacting emergency contacts and dispatching emergency service providers as required. If an emergency service provider is dispatched in response to a false alarm, the customer may incur false alarm charges. Please note it is the responsibility of the customer to pay these charges. Call 1-855-255-8828, and select option 1
What is an insurance certificate and what does it do?
Having a monitored security system from TELUS can reduce home insurance rates. If your home insurance company offers such a discount, you can use the insurance certificate we issued to you as proof of the system installed in your home and monitored by TELUS. You can expect to receive an insurance certificate following your installation. If you need to request another insurance certificate, contact TELUS through Live Chat, or by phone at 1-855-255-8828.
What happens if I move?
If you move, we will install a new system at your new home, provided you enter into a new agreement. If you bring your own equipment, you will be charged just an installation fee of $100. Otherwise you can pay a cancellation fee. You also have the option of transferring the service to the new residents. If that’s not possible, a cancellation fee will apply.
The temperature reading on the thermostat does not match the readings I see on the app or panel...
The main thermostat reading you see on your app or panel is a cumulative average of the temperature reading(s) in your home. If you have multiple thermostats in your home, they will show slightly different temperatures to that of your app.
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