Preparing for your SmartHome Security installation
How to prepare for your SmartHome Security installation plus frequently asked questions about what comes next
Please install the
SmartHome Security app
to prepare for the installation.Note
: You may not be able to log in until your credentials are set up. Your technician will help with this on the day of the appointment if that is the case.Equipment requirements checklist
If you ordered any of the following devices, please review the below checklist items to ensure you are ready and qualified to have them installed at the desired location.
Wi-Fi Security Camera
- Check for a nearbyworking standard electrical outletto power the camera or drilling may be required to run the power cable*
- Check that the location has a good Wi-Fi signal (minimum 2.5Mbps connection per camera). Determine the upload speed attelus.com/SpeedTest
Doorbell Camera
- You must have aworking wired doorbellfor the Doorbell camera to be installed*
Note
: The Doorbell Camera is not compatible with most intercom systems or systems with video/loudspeaker stations.- Check that the location has a good Wi-Fi signal (minimum 2.5Mbps connection per camera). Determine the upload speed attelus.com/SpeedTest
- Make sure you have low-voltage power (10-36AC or 12DC)
Smart Thermostat ADC-T2000
- It requires a low-voltage system (24VAC)
- The Smart thermostat is not compatible with baseboard heaters, variable speed furnaces, radiant heating, heat pumps and humidifier connected to the existing thermostat
Smart Lock
- Make sure to have a functioning door that opens and closes properly
- There should be an existing deadbolt that locks and unlocks smoothly
- The lock is not suitable for metal doors
- Note: The smart locks will only work with standard residential doors (non-historical wooden, commercial grade metal or other metal doors will not be compatible).
*If you rent your home or live in a condominium, ensure your landlord or strata have approved any drilling that will be required as part of the installation. The technician may need to reach your landlord for questions, and gain access to the phone room.
Additional resources and tips for a smooth installation
- Watch our videos explaininghow to install TELUS SmartHome Security devices
- Find the instructions forsetting up your TELUS SmartHome Security account
- Clear premise space of the desired location for the equipment
- Ensure the premise is ready for the installation (for example, it’s not under renovation or construction, has power and pets are secured)
- Technicians will have the final say about whether a product is compatible
- Reliable internet service is required at the premises
- Ensure someone over the age of 18 is present for the entire duration of the appointment. The account holder must be available (by phone or email) for account activation during the installation
- The installation duration can be from 2 to 6 hours depending on the equipment you have chosen
- Have all existing TELUS account credentials available
Appointment scheduling & length
How soon we can install your system will depend on installer availability. We’ll provide you with options at time of booking. Depending on the complexity, installations typically take from 2 to 6 hours.
Rescheduling appointment
If you need to reschedule the appointment, please call 1-855-255-8828.
Equipment placement instructions
Clear areas for access where you would like the equipment installed. Your equipment placement will be finalized in consultation with your technician during installation.
Confirm your emergency contacts
During the installation, you’ll be asked to provide information for the 3 people you’d like us to contact for you in case of an emergency.
Walk-through & demonstration
Once the installation is complete, the technician will demonstrate the features of your system, including how to arm/disarm the equipment and use the TELUS SmartHome Security mobile app. Ideally, everyone who will be using the system on a daily basis should attend the demonstration. If that's not possible, please plan to have someone over the age of 18 available for the duration of the appointment. This person will need to learn the basic functions and share the information with the home's other residents.
Access to existing security equipment
Make sure you know where and how your existing security equipment is set up so you can walk the technician through it at time of install.
Accessing the TELUS SmartHome mobile app and web portal
The TELUS SmartHome mobile app gives you total control and convenience. Learn how to
download and access the mobile app and web portal
.Understand the use of your password
If you have not disarmed your alarm at the panel in time, our Central Monitoring Station (CMS) will contact you in an attempt to verify the alarm event. The CMS will dispatch the authorities unless an event is verified to be a false alarm. We require a verbal password when contacting you and your emergency contacts in order to prevent the dispatch for intrusion or panic events.
We require a password each time you are contacted by the CMS for both of these events, even if your passcode has been entered into the panel. It is important to remember this password and remind your emergency contacts to remember their password to avoid emergency service providers being dispatched in response to false alarms.
Self-installation videos
Here are some videos to help you self-install your SmartHome Security system:
How to install your Smart Plug (appliance)
How to install your Smart Thermostat
How to install your Smart Garage Door Opener
How to install your Flood Sensor
Check out our
self-installation YouTube playlist
for instructions on other SmartHome Security devices.After installation FAQ
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 MSTWhere 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. Did this article solve your problem?
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