Will there be any changes to how the monitoring station contacts me?
During an alarm incident, you and your contact list may receive a call from an interactive voice response system (IVR) to notify you of an incident. The IVR is an electronic system that will connect you to an agent. If you have missed this call, please listen to your voicemail for further instructions.
If we can’t reach you or a contact person for your account, you may receive an incident email to notify you that we have attempted to reach you for an alarm event. To access the email content, you will need to enter your postal code, including the space between characters (ex. X1X 1X1).
Why am I receiving phone calls from 1-855-509-5413?
This is the new contact number for your monitoring station. Please note that this number will not accept incoming calls. If you would like to call us back, please contact us at 1-866-384-4104 for assistance.
For your convenience,
please save 1-855-509-5413 in your contact list
as “TELUS Monitoring Station” to ensure you don’t miss any important calls from us.
If you are using a call blocker, please ensure you
add this number to your trusted phone numbers list
.
Why am I receiving post-incident and permit notifications?
Your security is our top priority.
Starting June 6, 2022
, if we are unable to reach you following an alarm incident, an email or letter will be sent to you to notify you of the event.
If sent by email, the message will come from either an @telus.com or an @adt.ca email address. Please follow the instructions provided in order to access the message.
Why am I receiving permit notifications?
Starting June 6, 2022
, we will be sending email notifications to customers who register alarm systems in cities where alarm permits are required or optional. This message will come from either an @telus.com or @adt.ca email address.
If you have received a permit notification email, please follow the instructions provided in order to access the message.
Will my service be interrupted?
No, your service will not be interrupted.
If your services require changes, you will receive a communication from us. Otherwise, your services will continue to be supported.