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
During the installation, you’ll be asked to provide information for the 3 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.
Accessing the TELUS SmartHome mobile app and web portal
The TELUS SmartHome mobile app gives you total control and convenience. Learn how to.
Understand the use of your password
If you have not disarmed your alarm at the panel in time, our Central Monitoring Station (CMS) will contact you in an attempt to verify the alarm event. The CMS will dispatch the authorities unless an event is verified to be a false alarm. We require a verbal password when contacting you and your emergency contacts in order to prevent the dispatch for intrusion or panic events. For both of these events, we require a password each time you are contacted by the CMS, even if your passcode has been entered into the panel. It is important to remember this password and remind your emergency contacts to remember their password to avoid emergency service providers being dispatched in response to false alarms.
After installation FAQ
How do I change my emergency contacts?
You can provide your emergency contacts to your technician during your installation or via the TELUS SmartHome app if you are self-installing your services. Want to modify this list afterwards? Learnafter installation.
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 are 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 – Smart Camera $10/month for remainder of term
- TELUS SmartHome – Smart Automation $35/month for remainder of term
- TELUS SmartHome – Secure $35/month for remainder of term
- TELUS SmartHome – Control $35/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.