Commonly asked questions from new, current and customers from TELUS Custom Security Services acquisitions
Why did TELUS purchase my security company?
As a provider of state-of-the-art automation and security services to homes and businesses across the country, TELUS has decided to acquire strategic security companies, taking the perfect opportunity to bring world-leading technology to even more Canadians, just like you.
Am I a TELUS Custom Security Systems customer?
Yes, you are a part of the TELUS Security family. You can contact our dedicated security experts at
for all your support needs. For monitoring support moving forward, please contact your dedicated monitoring team at
Will my service be interrupted?
No, we value peace of mind and your well-being. Your service will not be interrupted.
What will my TELUS Custom Security Services bill look like?
Your billing cycle, monthly charge and invoice delivery will remain unchanged.
Will my payment process change?
Your pre-authorized payments are with TELUS, and TELUS will appear on your bank or credit card statement.
Will my mobile app still work?
Yes, your existing alarm.com (ADC) mobile app still works. However, we highly encourage customers to go to the app store and download the TELUS SmartHome mobile app for all the latest updates.
Why am I seeing a new ‘Terms of Service’ pop-up notification on my mobile app?
TELUS-branded version of the mobile app. No changes have been made to your security service agreements or price, and you will continue to receive the same level of service as you have always enjoyed today.
Please "Accept" these terms and log in with your existing credentials.
If you have accidentally hit "Decline", please log out and fully close the app down. Please restart and open it again.
Do I need new equipment?
No, just like our intuitive app, we like to make things easy for you. You can continue to use your existing equipment.
What phone number should I call for support?
You now have the benefit of dedicated TELUS teams available 24/7 for questions or concerns. For technical, equipment issues, and billing please contact us at
. For questions about our central monitoring station, contact us at
What will happen to my personal data?
As Canada’s best custom security and smart automation provider we want to make things simple for you. Your account information will migrate to our billing and support systems. No action will be required from you.
Can I bundle my security service with other TELUS services?
Yes, as a valued member of the TELUS family, get access to our amazing offers and enjoy big savings on smartphones, Internet and TV. Call us at
to save more today.
Why is TCSS switching to a new decal design?
Currently, many TCSS clients may be displaying old window decals and lawn signs from prior security providers. The new TCSS window decals and lawn signs are attractive and highly visible and will show passersby that your security services are up to date. By switching over to the new TCSS decals and lawn signs, you will ensure that your home or business remains visibly protected by our world-class security services.
How can I order new security decals and lawn signs?
All TCSS customers are being proactively mailed 3 new TCSS window decals. If you have not received your new decals by March 15, 2021, or would like to request a lawn sign or additional decals, either:
Call TCSS Customer Experience within the hours below:
8:30am to 4:30pm PST (Monday to Friday)
Email your request to TCSSservice@telus.com
Do I have to pay for additional decals or lawn signs?
No. Lawn signs and additional decals will be mailed to you upon request, free of charge.
What do I do with my old lawn sign(s)?
Please recycle your old lawn sign(s) according to your local municipality’s guidelines.