Price’s Alarms monitoring service FAQ
Read more about commonly asked questions regarding changes to your monitoring services.
Our former Price’s Alarms customers will be served by the largest alarm monitoring operation in Canada, powered by TELUS Custom Security Systems. You can count on the same reliable service you’ve come to expect, with even more exciting capabilities coming in the future.
See the information below for more details about changes to your services.
General questions
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.
Will my services change?
If your services require changes, you will receive a communication from us. Otherwise, your services will continue to be supported.
Service-specific questions
What if I'm subscribed to E-Alert services?
You will begin receiving emails from notification@adt.ca.
Please ensure that you add this email address to your trusted list of contacts to ensure these messages don’t land in your Spam folder.
What if I'm subscribed to natural gas monitoring services?
To ensure we align with best practices of customer and public safety, we will now contact fire departments when a natural gas alarm is received. This will allow emergency responders to prioritize accordingly, arrive on location quickly, and ensure the area is safe in order to resolve the situation.
What if I'm a residential customer and have accidentally triggered a burglary alarm on my premises?
Please disarm the alarm. Within moments, you may receive a courtesy call from the interactive voice response system (IVR) to verify your safety. The IVR is an electronic system that will connect you to an agent.
What if I'm subscribed to Short Message Services (SMS)?
The message format will now incorporate TELUS branding.
Note that the phone number you receive messages from may differ for each message sent.
What if I'm subscribed to pager services?
The message format will now incorporate TELUS branding.
You will also now receive two messages on your pager. The first will provide a call back number and the second will provide the alarm incident number. Please contact us at your earliest convenience.
What if I want to update my call list?
Starting June 6, 2022, please update your call list by sending an e-mail to TCSS.Data@telus.com or by calling 1-866-384-4104 and listening to the available menu options to be assisted by the first available specialist.
What if I need technical support with my alarm system?
Starting June 6, 2022, our technical support hours will be extended to provide you with enhanced service. Please call 1-866-384-4104 and listen to the available menu options to direct your call to the first available specialist.
- Monday to Friday: 9 am - 10 pm PST
- Saturday to Sunday: 5 am - 10 pm PST
What if I subscribe to receiving activity reports?
Starting June 6, 2022, you will receive these reports from an @adt.ca email address with slight formatting changes.
Please ensure that you add this email address to your trusted list of contacts to ensure these messages don’t land in your Spam folder.
What if I subscribe to receiving alarm contact reports?
Starting June 6, 2022, this report will now be sent in a PDF format by an @adt.ca email address. The PDF will be password protected by your site’s zip code.
Please ensure that you add this email address to your trusted list of contacts to ensure these messages don’t land in your Spam folder.
Who do I reach out to if I have further questions about these changes?
Please contact 1-866-384-4104 for all inquiries. Please listen to the available menu options as they have been included in order to direct your call to the first available specialist.