Canadian TC2 Customers May Not Receive Notifications

Update 02/06/24:

Per Resideo, they first began seeing this issue back in April 2023. They were able to determine that the Total Connect 2.0 server was creating and sending the notifications properly. They checked with the receiving carrier, in this case, Telus, and found that Telus had blacklisted TotalConnect2.0@alarmnet.com as SPAM. Therefore Telus was not delivering these notifications. This will affect SMS and Email notifications only.

For those Canadian customers who have complained of this issue, contacting Telus and asking them to whitelist totalconnect2.0@alarmnet.com has resolved the issue. This will also affect Canadian users of the Rogers service. Both Telus and Rogers appear to use the same intermediate SMS provider.

Original Post:

Alarm Grid has had reports from our Canadian customers that they are not receiving notifications from Total Connect 2.0. After checking with Resideo, we have confirmed there is an issue, and they are currently working with Telus to resolve it. We don't have an ETR. Check back for updates.

This is a recent development, though we haven't received any details from Resideo yet as to when the issue began. It seems to affect text, email, and push notifications to recipients in Canada. When we have more details, we will provide updates here. Rest assured this does not affect your system's ability to send alarm signals. Any signals generated by your system will be processed normally.