How do I change my emergency contacts?
You can provide your emergency contacts to your technician during your installation or via the TELUS SmartHome app if you are self-installing your services. Want to modify this list afterwards? Learn
how you can update your emergency contacts
after installation.
Is there a money-back guarantee?
Yes, TELUS provides a 30-day money-back guarantee to ensure you are completely satisfied with the service.
Is my equipment under warranty?
All equipment is warrantied for as long as you are contracted with TELUS.
What happens if I want to make a change to my service? Can I upgrade or downgrade my plan? Can I add more accessories?
To change your plan we will cancel the current agreement and start a new agreement for you with the new equipment requested. A service technician will be dispatched to install the new devices for you.
Will my system continue to work if the power goes out?
Rest assured, your system includes a backup battery which lasts for 6 hours and is rechargeable.
If my house gets broken into, does TELUS replace my things?
No, your home insurance policy will compensate you based on your coverage.
How much does it cost to cancel the service?
The cancellation fee depends on which plan you have:
TELUS SmartHome – Smart Camera $10/month for the remainder of the term
TELUS SmartHome – Smart Automation $35/month for the remainder of the term
TELUS SmartHome – Secure $35/month for the remainder of the term
TELUS SmartHome – Control $35/month for the remainder of the term
How do I contact TELUS?
TELUS SmartHome Customer Care & Technical Support: 1-855-255-8828Hours of operation:Monday - Friday: 7:30am to 10:00pm MSTWeekends: 8:00am to 9:00pm MST
Where can I access my bill?
You can access your bill anytime, anywhere by signing up for paperless billing. Not only is it good for the environment. It’s also more convenient than paper. When you sign up, you can:
Get notified when your bills are ready
View and pay your bill any time, from anywhere
View detailed bills from up to 18 months ago
What is the Central Monitoring Station?
Our Central Monitoring Station (CMS) is a highly secure, ULC-certified, TMA Five Diamond rated facility that houses trained professionals and critical information to monitor a home security and/or personal emergency response (PERS) system on a 24/7 basis. To ensure the redundancy and reliability of your services, we have two monitoring facilities prepared to receive alarm signals at all times. The station will receive alarm signals from security and/or PERS devices and the operator will use customer account information and a specific action protocol (based on proven industry best practices) to take action.
In the event of an alarm (fire, intrusion, panic, duress, medical or environmental) the agent will contact the customer, starting with a 2-way voice to the premise, and then if necessary by phone. If the alarm is unable to be verified, the CMS will follow a standard action protocol, which involves contacting emergency contacts and dispatching a guard (if applicable) and/or emergency service providers (police, fire, ambulance) as required. In the case of a confirmed emergency, as confirmed by the customer, the customer’s emergency contacts or through your in-home devices, emergency service providers will be dispatched immediately.
Can I self-serve and update my information for the Central Monitoring Station?
You need to call TELUS to make updates to your account information housed at the Central Monitoring Station given the sensitivity of the data and the security protocols in place. Call us at 1-855-255-8828.
What happens if there’s a false alarm?
For every alarm, the Central Monitoring Station (CMS) will attempt to verify the alarm by contacting the customer, starting with a 2-way voice to the premise, and then if necessary by phone. If the alarm is verified to be false, no further action is taken.
If the alarm is unable to be verified, the CMS will follow a standard action protocol based on proven industry best practices, which involves contacting emergency contacts and dispatching emergency service providers as required. If an emergency service provider is dispatched in response to a false alarm, the customer may incur false alarm charges. Please note it is the responsibility of the customer to pay these charges. Call 1-855-255-8828, and select option
1
.
What is an insurance certificate and what does it do?
Having a monitored security system from TELUS can reduce home insurance rates. If your home insurance company offers such a discount, you can use the insurance certificate we issued to you as proof of the system installed in your home and monitored by TELUS. You can expect to receive an insurance certificate following your installation. If you need to request another insurance certificate, contact TELUS through Live Chat, or by phone at 1-855-255-8828.
What happens if I move?
If you move, we will install a new system at your new home, provided you enter into a new agreement. If you bring your own equipment, you will be charged just an installation fee of $100. Otherwise you can pay a cancellation fee.