Question 1

What is a smart home monitoring system?

Accepted Answer

Smart home monitoring systems combine smart home security devices and professional or self-monitored alarm services. Smart home monitoring systems can take many different forms. Typically, there are four main hardware component to smart home monitoring:

Cameras, which let you (and only you) monitor what’s happening in and around your home

Sensors, which alert both you and us to unauthorized entries, floods, etc. Smart locks, which allow keyless entry to your home, via an app on your phone

Control panel, which allows you to activate and deactivate the sensors, plus much more

An essential element of any effective home monitoring system is 24/7 monitoring of all sensors, by trained professionals. This is where TELUS Smart Home Security truly shines, with its state of the art monitoring and Guard Response.

Question 2

How does home alarm monitoring work?

Accepted Answer

Home alarm monitoring involves the constant, 24/7 tracking of all your home security sensors: door and window sensors, flood sensors, etc.

When an alarm is triggered, trained professionals take the appropriate action: alerting your emergency contacts, dispatching Guard Response (where available) to verify intrusion alarms, and alerting the appropriate responders – e.g. police, fire dept, ambulance – if an emergency is confirmed.

Question 3

What happens when a false alarm is triggered? Are there additional fees or permits?

Accepted Answer

For Monitored customers (On secure or Control plans), when an alarm is triggered, your Control Panel will sound the siren and display a red alarm screen. The Central Monitoring Station will attempt to call the designated emergency contacts on your account to ensure you and your home are safe. Depending on where you live and your alarm permit, charges for dispatching emergency services in the event of a false alarm may incur. There are 3 ways for you to verify an alarm or confirm a false alarm: using the cancel button, entering your master code, or receiving a call from the Central Monitoring station.

Monitored customers can also consider adding Guard Response.

Guard response is a service which sends a certified and trained guard to the customer’s home to verify whether an intrusion alarm is a true event or a false alarm. Guard Response is available in select locations. Click here for more information.

For Self-Monitored customers (On Smart Automation plans), when an alarm is triggered, the Control Panel will sound the siren and display a red alarm screen. There are 2 ways for you to verify an alarm or confirm a false alarm: using the cancel button, or entering your master code. If you have a Self-Monitored plan, it will be up to you to decide how to respond to an alarm.

To learn more about how to reduce false alarms or see how to manage your alarms visit TELUS Support.

Alarm Permits

Most cities require an alarm permit. For details and to secure a permit, visit your city’s website.

Some municipalities require you to have a permit in place by the time of your installation. Please reach out to your local municipality to ensure you are set up for success during the install

For more information, visit Municipal alarm permits.

Additional fees

For information on additional fees, such as false alarm fees, alarm permit fees and guard dispatch and grounding fees, visit telus.com/SmartHomeFees.

Question 4

Can I try the TELUS SmartHome app?

Accepted Answer

Yes, please download the TELUS SmartHome app and use the following credentials:

Username: TELUSDEMO

Password: TELUSDEMO1!

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