Monitoring migration frequently asked questions

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 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 in uppercase, including the space between characters (ex. X1X 1X1).

This is the new phone number that will display when the monitoring station calls. Please note that this number will not accept incoming calls. If you would like to call us back, please contact us at 1-855-958-8181 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 Control service, please ensure you add this number to your trusted phone numbers list.

To learn more about Call Control, please read this feature on the Home phone

Call Control

explained page.

Your security is our top priority. If we are unable to reach you following an alarm incident, an email will be sent to notify you of the event.

This message will come from an "@telus.com" email address. Please follow the instructions provided to access the message.

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 an "@telus.com" email address.

If you have received a permit notification email, please follow the instructions provided to access the message.

No. Your monitoring service will not be interrupted.

Your basic monitoring services will not change. However, during an alarm incident, instead of two-way voice, an agent will call your premises' phone number first.

Please continue to call 1-855-958-8181 and listen to the available menu options to direct your call to the first available specialist.

For Alarm.com app users, please continue to update your call list in the app.

Please continue to call 1-855-958-8181 and listen to the available menu options to direct your call to the first available specialist.

You will receive these reports from an "@telus.com" 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.

Please contact 1-855-958-8181 for all inquiries. Please listen to the available menu options to direct your call to the first available specialist.

Please note that 1-855-958-8181 will be the main contact number for monitoring and customer support.

We sent a letter or an email to your email address on file. If you cannot find it, please see an example below that shows what the migration letter looks like.