Forum Discussion
No call when alarm triggered, again.
My alarm had been triggered a few times since having this service and I never received a call.
I believe this is a breach of agreement where the provider is not able to fulfill their obligation.
I've seen a few other posts about this so it doesn't look uncommon. Is this still happening with others?
5 Replies
TELUS_SupportOfficial Support Team
Hi PM77 - it would be important to know how the alarm is being triggered. By entering the home while the system is armed to Away does have a delay to allow you to disarm the system. This can be reduced if you wish.
A fire/gas alarm will trigger a phone call to make sure that you're okay and to dispatch help.
Send us a private message if you have any issues and we'll do what we can to help
Same thing happened to us. Alarm went off a couple of time because of a faulty motion sensor. Nobody called from Telus so we ended up cancelling. We never had a single problem when we were with ADT for nearly 30 years.
Did you have a cancellation fee? I think I'm locked in a 60 months contract
Did you call the call center that should have called you and ask them to check your connection while you set off the alarm?
Yes I just called, connection is good.
The explanation giving is that there is a 2 minute delay to allow the alarm to be disarmed before a call is placed. This is to prevent false alarm/police visits.
2 minutes is long, and they were unable to reduce this delay.
My previous alarm provider would call in seconds, unfortunately this company was bought out by one of the big ones.
