Frequently asked questions (FAQ) about the ADT/Business Security to TELUS Secure Business Migration

If you are a current user of the ADT Pulse platform, the app and web portal will no longer be available as of November 4, 2024. After this date, the ADT Pulse service will no longer support key features, including:

To avoid disruption to your service, please keep an eye out for a communication (or call) from a TELUS agent or

contact us

at your convenience.

ADT has been acquired by TELUS and we’re migrating your billing from ADT to the TELUS portal.

Here are the next steps to follow once your account has been migrated:

If you have been notified that you have been migrated but do not have your new contract via email then please

contact TELUS Secure Business Care

and we will send you a pdf of your new contract.

To improve our customer experience, we are standardizing our contract’s terms and conditions. You should have received an email communication outlining your new contract details and updated terms and conditions.

Your current contract will remain in effect until December 31, 2024.

At that date, as a result of a corporate reorganization, your current security services contract will be assigned to TELUS Communications Inc. and the recently sent contract with TELUS Communications Inc. will come into effect.

Your new terms and conditions can be found at

telus.com/BusinessContractTerm

(see our General Terms and "TELUS Secure Business Terms").

We used the opportunity of the migration to TELUS Secure Business to review and update the information on your account. If you think there is a mistake in the information on your new contract, please

contact us

.

The price you currently pay may be adjusted due to alignment with TELUS Secure Business plans. Any price increase will be communicated with customers that are impacted.

Your tax amount has increased due to TELUS aligning acquired business security accounts with the applicable federal and provincial tax rates in your province of business.

Your current contract length will not change. For your reference, the contract sent includes the agreed-upon contract length. In some cases, the contract length may be slightly different than the length of your original contract. Regardless, the end date of your current contract will stay the same and will be transferred to your new TELUS Secure Business account.

This could mean that the new contract could include a service period that has expired. In such a case, we'll transfer your contract to your TELUS Secure Business account with the original contract length for reference purposes, but we'll set your account to auto-renew on a monthly basis.

Yes, we will continue to use your existing Personal Identification Code (PIC) to verify an alarm event, so please keep this information handy.

No, the changes shared in the post-migration email/mail communication you received will only apply to your TELUS Secure Business account (security services). No changes will be made at this time to your other existing TELUS services.

If you were receiving a paper bill, then you will continue to receive a paper bill.

If you wish to receive a paperless bill going forward please contact TELUS care or, if you were on pre-authorized payment (PAP), then you will need to validate or set up your PAP details in My TELUS.

To help serve you better, you’ll now be invoiced and make payments on a monthly basis. Any outstanding balance on your existing account will transfer to TELUS. We will deduct your next monthly payments from any prepaid amount until it runs out, at which point you will need to make a payment.

Yes, your security billing will remain separate from any other TELUS services you may have. Each account will reflect its individual billing date. Once you register for your

My TELUS account

, you’ll be able to link your accounts for added convenience (using the same email address you use to access your

My TELUS account

).

Only account holders will be able to make account changes and access billing information. You may also add authorized users on your account who are secondary contacts. If an authorized user wishes to have further account access, the account holder will need to

call us

to grant them access.

No, you will no longer be able to pay your bill on MyADT.ca. Once your business security account updates are complete, you’ll be able to set up your

My TELUS account

to easily pay your bills and manage your account, including setting up your pre-authorized payment method.

Yes, your plan and services will stay exactly the same as before. However, your plan name and pricing may be subject to change due to alignment with TELUS Business Secure plans.

With the migration of your account to TELUS, you can now use the TELUS Secure Business mobile app available on the

Apple Store

and

Google Play Store

to conveniently monitor your business’s alarms and cameras remotely.

You can continue to use your existing Alarm.com app. Just be sure to accept the new mobile app terms and conditions agreement, which will automatically be triggered when your information migrates over to TELUS. : The new terms and conditions won’t affect your security services. However, the price you currently pay may be adjusted due to alignment with TELUS Secure Business plans. Any price increase will be communicated with customers that are impacted.

You can give us a call at .

Once you’re migrated over to TELUS, you can contact

TELUS Business

for any account- or service- related questions.