Phone Number Monitoring Centre

[felixmcm]

I have 24/7 monitoring and protection with the "control" plan. Is there a phone number where we can reach the monitoring centre in case of an alarm/false alarme, etc? I know they will try to reach me first, but I believe it's something important to have handy. I don't think it's the same phone number as TELUS. Thanks!

[WestCoasterBC]

You have to wait for a phone call since monitored.

[Burgess_Shale]

The problem I had recently was that after I changed my phone number (and notified them) they still used the old one. I changed it through the Help Center and I remember somehow being connected to the Monitoring Center to notify both about the new number. I had a recent false alarm go off and they called the wrong number (according to the fireman who arrived at my house). Yet I still received a text message sent to the correct number! Frustrating!

[TELUS_Support]

If the incorrect number is still being used, we’d like to investigate and correct this for you. Please send us a private message so we can review your account and ensure all your contact details are properly updated.

[Burgess_Shale]

How do I send a "private" message?

[Burgess_Shale]

Do I just reply to this email to send a private message?

[El-Eric · Accepted solution]

If you open up your SmartHome app you can follow these steps for a phone number:

1. More

2. Monitoring settings

3. Save Contact.

If an alarm does happen, the monitoring center will call you to confirm if it's a legitimate event or not. If it is a false alarm, you will be able to let them know