Forum Discussion
Monitoring Centre never calling for alarm triggers
We just switched from Bell Smart Home monitoring to Telus and I could not be more unimpressed. So far we’ve had a few triggers by accidentally opening the doors without disarming, also my dog barking at home triggered the glass break sensor when we were gone. But the issue is we never receive a call from the monitoring centre either by phone or at the panel. When I was with Bell it was within 10-15 seconds there was someone on the panel asking me for my verbal password which made me feel safe and secure. Not once so far with Telus which is weird because all I hear is Telus owns the ADT security which Bell was subbing out from Telus, how can the owners have worse service??? Currently on hold trying to connect with an agent AGAIN to explain this issue. I either want this resolved or I want out.
10 Replies
Hi,
I’m new with Telus, I got a Custom Home security system with monitored services.It happened a couple of times that the alarm went off, we opened a window or our dog triggered the glass break sensor
No one from Telus/ADT ever called me.
Not sure if the alarm must be triggered for a cert amount of time before they call me or is just my system that is not working or they are not providing a good service.
I’m paying the monitored service and is just a couple of months now but I want to understand how this works and if is reliable.
Hope someone can help me
Thank you
I can only tell you there most be 50 posts similar to yours.
It does appear that if you turn off the alarm within x number of minutes they ignore.
What time has to elapse before Telus will call us?
The alarm went off a couple of times now (disarmed in 10-20sec) and no one ever called us, how can I make sure this is working?
TELUS_SupportOfficial Support Team
Hi MatteoC - if the system was disarmed, then there wouldn't be a call coming in from the monitoring station so that's working as designed.
If you're wondering if the system is working you can call the team and ask Technical Support to test if they receive a stress signal so you don't actually receive a call from the monitoring station.
To receive a call from the monitoring team it depends what sensor is being triggered. A fire alarm will result in a call but to prevent a false alarm there are things in place to allow you to turn off the alarm as it is going off
I can only tell you there most be 50 posts similar to yours.
It does appear that if you turn off the alarm within x number of minutes they ignore.
Happened to me too 2x now with false window alarm at 2am and no one called
- TELUS_Support
We apologize for the troubling experience you had with your window alarm, Alexanderlao. Your safety is important to us, and we will be sending you a private message shortly.
TELUS_Support working on Saturday, thank you.
- TELUS_Support
Alexander74 we totally get how you feel. Did you get through to a rep?
"also my dog barking at home triggered the glass break sensor when we were gone."
I gather you alarm sounded at home during this for many minutes if not longer, so yes they should have called.
I know they did not call if the alarm was turned off within a short time.
