During a stressful time of having to evacuate, your TELUS SmartHome Security and automation services will remain active, and for customers with remote access and control through the TELUS SmartHome app, you will continue to be able to remotely monitor your home and property.
However, under extreme circumstances where power and communication infrastructure is damaged or destroyed, your service and alarm response may be disrupted.
If you’ve been evacuated and are returning home:
We understand that many of our customers have been impacted, and we want to support you during this time of need. If your SmartHome Security was impacted, we will automatically provide a credit to your account. Details for your situation will be communicated to you in a separate email.
You will not need to take any action and you will see the credit appear automatically in the next 1 to 2 billing cycles.
If you’ve been evacuated but are unable to return because your home has been damaged or lost:
We understand that you may need to make adjustments to your services or temporarily pause them while you rebuild and recover. We encourage you to reach out to our dedicated customer support team at 1-855-889-7233 so that we can discuss the best options available to you. As each situation is unique, our aim is to provide flexibility and understanding during this challenging time.