What happens after your security account has migrated to TELUS
Find answers to frequently asked questions regarding the recent changes in the management of your security account to TELUS.
Note
: The content on this page relates only to customers who have been notified that their account has now been migrated to TELUS.
Why was the management of my account assigned to TELUS?
With the best interest of their customers in mind, your security provider has decided to assign the management of your account to TELUS in an attempt to provide their customers with an enhanced service in the future.
Why was TELUS chosen to be your new security provider?
TELUS is on a mission to create safer, smarter homes, businesses and communities across Canada. Together, we can make Canadian communities stronger.
We intend to build on the trust that your security provider has established and offer the next level of value by leveraging our award winning mobile and fibre networks to further enhance your connected world.
TELUS is Canada’s #1 home security provider¹ and already provides state-of-the-art automation and security services to homes and businesses nationally.
1. TELUS offers the widest selection of security services to customers across Canada, including home, business and online security.
What is changing with my account? What can I expect?
Your security provider has transitioned the management of your security account to TELUS.
Your account passwords, billing date, and equipment will remain unchanged
Your billing amount will not change at this time as a result of your migration. Your migration date can be found on the letter and/or email that was sent to you by TELUS
You may notice a change in your app interface, but rest assured all the same features that you've been using are still available
Your account number will change. This can be found in the letter and/or email that was sent to you by TELUS
The monitoring and security support contact details have changed. These can be found in the letter and/or email that was sent to you by TELUS. You can also find contact information by visiting
Your security support contact and monitoring phone number can be found in the letter and/or email we recently sent to you. You can also find contact information by visiting
Who is managing and monitoring my security account?
Our local experts from across the TELUS security family will maintain and service your security system.
Did you know that ADT became part of the TELUS family in 2019?
Our smart security monitoring and automation is backed by ADT’s proven commitment to keeping Canadians safe and secure powered by TELUS’ award-winning network. It’s an important part of what makes us Canada's #1 security provider¹.
This is why you will see references to ADT, ADTbyTELUS and TELUS in relation to your account.
Who do I need to pay? Why do I need to pay ADT Security Services Canada Inc.?
You will now need to pay ADT Security Services Canada Inc. for your security service moving forward.
The letter sent to you from TELUS will reference your next steps for payment. You will either be asked to:
Follow the instructions on the invoice or bill sent to you in the mail
Check that your pre-authorized payment references
ADT Security Services Canada Inc.
ADT became part of the TELUS family in 2019. Our smart security monitoring and automation is backed by ADT’s proven commitment to keeping Canadians safe and secure powered by TELUS’ award-winning network. It’s an important part of what makes us Canada's #1 security provider¹.
This is why you will see references to ADT, ADTbyTELUS and TELUS in relation to your account.
How do I set up, change or manage my bill and invoice payments?
. Here you can view, and update your security account information online. You can also set up pre-authorized payments for your invoices or update your payment method today.
Just log in with your new security account number (or phone number) and your existing ADT Personal Identification Code (PIC) or password (the verbal ID you provide in case of emergencies).
I have a technician appointment. What will happen?
If a service appointment was booked with your previous provider, this information, along with all of your customer information has been transitioned to TELUS, and we are prepared to deliver service as required.
Please make sure there is someone available over the age of 18 for the tech visit. If the person is under 18, we will not be able to enter.
Ensure to clear the area of furniture, other interference and animals to ensure safety. Please be available at the start at the appointment window. If you have symptoms of COVID, please rebook the appointment.
Received a letter or email regarding updates to your SmartHome Security account? Learn more about the changes, and find answers to frequently asked questions.