Troubleshoot your TELUS Custom Security alarm
Everything you need to know about alarms, including false alarms, beeps and accidental activations.
How can I help avoid false alarm dispatches?
If your alarm is sounding, please call our monitoring station immediately at 1-855-909-8277 (Monday to Friday: 8:30am to 4:30pm PST) and select option 1, “My alarm is going off now”.
My alarm is beeping. How do I turn off the beeping?
The first thing to do is determine where the beeping is coming from. The beeping could be from the keypad or a life safety device (smoke detector, carbon detector or heat sensor). No other type of equipment, such as a motion sensor, motion detector or glass break sensor, will beep.
If the beeping is coming from your keypad
There are 3 types of beeps which can come from your keypad:
- Beep type 1: Beep for entry and exit delay
- Beep type 2: Trouble beep
- Beep type 3: Chime beep
Beep type 1 and 3 are regular beeps which occur during normal system use. For beep type 2, try disarming your system to see if the beeping stops. If it does not, please call us at 1-855-909-8277 (Monday to Friday: 8:30am to 4:30pm PST).
If the beeping is coming from your life safety device
There are 2 types of beeps which can come from your life safety device. Either it could mean there’s a low battery or it could mean that the device has reached its end-of-life. Please check your user manual to see which type of beeping you’re hearing and then contact us at 1-855-909-8277 (Monday to Friday: 8:30am to 4:30pm PST).
My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from TELUS Custom Security Services but no one called. Why not?
The system allows a brief period for you to turn off your system before an alarm signal is sent to the customer monitoring centre. This gives you enough time to cancel the signal and prevent a false alarm.