Vivint Security Canada account updates FAQ

TELUS acquired Vivint Security Canada as part of our commitment to deliver safer, more connected homes, businesses and communities across Canada.

We intend to build on the trust that Vivint has established and offer the next level of value by leveraging our award-winning wireless and fibre networks to further enhance your connected world today and in the future.

We’re updating your Vivint Security Account by transferring it into TELUS' systems, which will give you access to even more from TELUS.

After the updates are complete, you will be able to manage all of your Vivint Security accounts in the My TELUS app or website, including viewing and paying your bills. You can learn more about your billing account from the

How do I access my billing account after it's been transferred to the TELUS' systems?

section on this page.

As part of these updates, you will now receive a TELUS-branded bill for your security services. There may be changes to your monthly billing date. Learn more in the

Questions related to paying my bill

section on this page.

: If you choose to merge your security billing account with your TELUS billing account for other services, TELUS terms and conditions apply.

Once your account has been transferred into TELUS' systems, you will receive a communication from us outlining your new account details and next steps.

This communication will contain important information, including your new TELUS security account number, TELUS personal identification number (PIN) and a few simple actions you may need to take to ensure your bill payments are redirected to your new TELUS security account.

You will access your account with My TELUS, which is a digital self-serve platform that will let you conveniently and securely:

If you’re new to My TELUS,

learn how to create a My TELUS account

and download the My TELUS app. If you already have a My TELUS account for existing TELUS services, sign in to your account and learn how to

link your services

.

: Your security billing will remain separate from any other TELUS services you may have.

After your account update, you will be billed monthly from TELUS Communications. On your new TELUS bill, you will see the plan name show up as . With this update, we are simplifying our billing processes and you will still enjoy your security service.

No. Your payments will seamlessly continue monthly. TELUS Communications will appear on your bank or credit card statement moving forward.

You can sign up for My TELUS to view your monthly bill and to make updates to your pre-authorized payment method.

To simplify your payment experience, all charges, including monthly fees, one-time charges and monthly balance, will be made through your pre-authorized payment method.

If your monthly billing date changes, your new billing date will be provided in a communication after your account updates are complete. Your first bill may include partial charges or credits. Any outstanding balances or credits on your account will be automatically transferred to your new TELUS account.

Your billing date on your new TELUS bill can be found in the following section:

With TELUS, there are many convenient ways to pay your monthly bill. To learn the different ways to pay your bill, check our

How to pay your bill page

.

To make payments through your bank, you will need your 10-digit account number which can be found on your bill, as shown below:

Your first bill from TELUS may include partial charges and/or billing adjustments.

The partial charges cover the time from the date your security account transferred to TELUS until your billing cycle start date. The billing adjustment reimburses you for any amount you were invoiced for in your last bill from Vivint before your account was transferred to TELUS.

TELUS may not start your billing cycle on the day your account was transferred as we have a few select days in a month when a billing cycle can start. If your account is transferred on a date used for TELUS billing cycles, your billing date will remain unaffected. If your account is transferred on a date not used for TELUS billing cycles, your billing cycle start date will be moved to the next available date.

Both of these situations will impact the partial credits and/or billing adjustments on your first bill differently.

If your billing cycle date has remained the same through the transfer, you will notice that the partial charges will be offset by a billing adjustment of the same amount.

You entered the TELUS system on April 11 and will be charged starting that date, so you will see from April 11 to April 14 on your bill. However, you were invoiced by Vivint up until April 14, so you will receive a that removes the charge from April 11 to April 14.

Below is an example of a bill where the billing cycle date has stayed the same. In this example, your account is transferred into the TELUS system on April 11 with an upcoming bill cycle date of April 15.

If your billing cycle start date has changed as a result of the migration, you will notice that the partial charges will not be entirely offset by the billing adjustment. The balance covers the time from your previous billing cycle and your new billing cycle.

Below is an example of a bill where the billing cycle start date has changed. In this example, your account is transferred into the TELUS system on April 11, with a change in billing cycle start date from April 15 to April 17.

You entered the TELUS system on April 11 and will be charged from that date up until April 16, as April 17 is your new billing cycle start date. You will see from April 11 to April 16 on your bill. Since you were already invoiced by Vivint up until April 14, you will receive a that removes the charge from the April 11 to April 14 period. The partial charges for April 15 and 16 will cover the cost of the two days before the start of your new billing cycle.

To simplify your payment experience, all charges (monthly fees, one-time charges and overdue balances) will be listed on your monthly bill. To better understand your TELUS bill, visit

telus.com/SecurityBillSupport

.

You will no longer be able to pay your bill on the Vivint web portal. Once your security account updates are complete, you will receive detailed instructions on how to set up My TELUS to easily pay your bills and manage your account, including your pre-authorized payment method.

No. The changes shared in the letter apply only to your security services. No changes will be made to your other existing TELUS services.

Your security billing will remain separate from any other TELUS services you may have. Each account will reflect its individual billing date. Once you download the My TELUS app and register your My TELUS account, you will be able to

link your accounts

to easily view and manage all your TELUS services.

You can continue managing your security devices with the Vivint app. You may notice some changes, but rest assured, the use of your devices and account settings will remain unaffected.

You will notice direct links to the following features will be removed as TELUS takes over these services for you:

You can choose to continue using your existing Alarm.com app or set up a My TELUS account to receive the latest updates and benefits from TELUS SmartHome Security.

To continue using your existing Alarm.com app, please accept the updated TELUS terms and conditions when prompted by the app. You may notice some changes, but rest assured, the use of your devices and account settings will remain unaffected.

Below are examples of what your app may look like before and after the change:

However, to receive the latest updates and benefits, download and install the TELUS SmartHome app. After downloading the TELUS SmartHome app, please follow the steps below:

: Please use your Alarm.com username and password as your SmartHome Security credentials. When the app asks for your SmartHome Security username and password, please enter your Alarm.com credentials.

: This section applies only to former Vivint customers.

If you are in an area with guard response coverage, the TELUS guard response team will be dispatched and will verify whether the intrusion alarm is a true event or a false alarm. This is accomplished by:

If a guard confirms the intrusion alarm is a true event, the guard will dispatch police, and when appropriate, coordinate with the TELUS monitoring station and/or the customer to address the situation.

: As of February 2023, there is an incremental charge of $75 per guard response dispatch. In the future, price changes may occur, but always per your contract terms.

If you are in an area without guard response coverage, our security team will attempt to contact you and/or your emergency contacts directly and, as needed, alert your local emergency services.

You’ll be protected by our guard response service where available. To find out whether your area is covered, please

contact us

.

The caller ID from the Alarm Monitoring Centre will always be "1-855-509-5413". This is an outgoing line only. or may show up with the number when displayed, depending on your service provider and phone type.

: To ensure you do not miss a call from the Monitoring Centre, this number should be added as a contact in your phone with the appropriate settings (not silenced, increased ringtone, no restrictions, etc.).

Please call 1-855-958-8181.

: Add this number to your contact list in your phone for quick access and make sure anyone who may have keys and an alarm code to your home or business has it as well.

You will still have access to cancel intrusion alarms on the mobile app or by disarming the alarm system at the panel. You can cancel Fire, Medical or Panic alarms, but the Monitoring Centre will still action these events for personal and public safety.

An important tip is to always call the Monitoring Centre to report false alarms immediately to avoid any agency dispatch and the municipality fees that may be issued for their attendance. In addition, communicating false alarms ensures The Monitoring Centre and agencies can action high-priority events quickly.

The number to call to report a false alarm or cancel an alarm response is 1-855-958-8181.

Yes. We will continue to use your existing verbal passcode to verify an alarm event. A verbal passcode is a word, phrase, number or a combination of letters and numbers that identifies a customer as an authorized person on the alarm account. Please continue to keep this confidential information handy.

You can

contact TELUS customer support

to make any changes to your emergency contact list.

After the incident, TELUS will send a PDF attachment with an important message and immediate next steps.

: With TELUS, this attachment is password-protected for your privacy. When you open the attached PDF, it will prompt you to enter a password. Please enter your six-digit Monitored Site Address postal code, with capital letters and a space in between (example: Z1Z 1Z1).

The GST number is 100652692RT0001. Once your account has been transferred into the TELUS system, you will receive a communication from us outlining your new account details and the date you were transferred into the TELUS system.

Please update your internal records to start on the date of your transfer. If you do not require this GST number for business tax purposes, this does not apply to you.

TELUS will handle all customer support, billing, monitoring, servicing and scheduling. Please

contact TELUS support

for further assistance.

Your recurring service fee is not changing as a result of this transfer. In the future, price changes may occur, but always per your contract terms. There will be opportunities to bundle security with other TELUS services to benefit from valuable, related offers from TELUS.

You will continue to be charged for service visits and guard response dispatches. You may experience a price change in how one-time fees are applied to align with TELUS' standard rates and protocol. Please ask our agents for one-time applicable fees before booking a technician visit.

There will be no interruption to your repair appointments. As we work to update your account, there may be longer than usual wait times for new repair appointments.