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Troubleshooting Telus SmartHome Security App
I’m looking for advice/support regarding a serious issue with my TELUS SmartHome Security service. On Aug. 12, I arrived home and tried to disarm my alarm through the TELUS app, but it kept spinning. I disarmed through the panel instead. I then received an automated Security call saying something was wrong with my panel and asking me to call. I waited 15 minutes for support and requested a callback. When I later left home, the app had the same issue, so I armed through the panel. I eventually called again and was told the wait was an hour, so I requested another callback. The app then began logging me out. About six hours later, TELUS called to apologize and said there had been an issue with SmartHome Security that engineers were working on. I scheduled a call for 11 a.m. today. Today I also received an email titled “Important Notification from your Monitoring Center” referencing an Alarm Incident and asking me to contact them ASAP. I called, but again faced a one-hour wait and requested a callback. By then, the TELUS app would no longer let me log in or reset my password. I received emails saying there had been login attempts. When TELUS called back, I was told I now need to use the Alarm.com app because “it has always been this way” on my account. This is incorrect—I have always used the TELUS Security app. I downloaded Alarm.com and my TELUS credentials worked, but it appeared to be setting up a new account. I am uncomfortable using a third-party app and want access to my original TELUS app. I also never received an explanation regarding the Alarm Incident in the email. I am very concerned about whether my home is secure. I requested escalation and another callback. Please have someone contact me to explain what happened, confirm my system is functioning properly, and restore access to my TELUS app. At this point, I am seriously considering cancelling my service and switching providers.
Strange bill adjustment email
Just received a bill adjustment email from telus(screen shot as below, double checked it's legit telus domain not scam). I stopped using TELUS years ago, I have an old My Telus account using this email address, which is not linked to any telus service and the balance was cleared long time ago. Is it sent by mistake?
Graffitis on Telus boxes, Okotoks, AB
Box#1: Please repaint Telus utility box because of huge graffiti since October 2025. Location : Okotoks, AB. Corner of 32nd Street and Crystal Shores Road Box #2: Milligan Drive between Crystal Lake and Dr Morris Gibson School Box #3: Milligan Drive, North East of Okotoks Recreation Center Box #4: Milligan Drive, West area before Northridge Drive. Thanks in advance for your future cleaning
Wanting to take over Telus service and equipment for a house I just bought
Hi, I just moved into a house in Steinbach Manitoba that the previous owner had built which means the Telus line is already buried. The previous house owner tried to transfer her account (services and equipment) to me but didn't have my contact information at the time so she had to cancel the service. Now when I contact Telus, they are saying I cannot take over the service as the previous owner cancelled the service and I have to get new equipment - which I have to install myself as there are no installers in Steinbach. I just want to have take over the service that Telus was providing without getting new equipment. Any assistance would be appreciated. BG
TELUS inherited my Vivint equipment — now wants me to pay to replace it
TELUS inherited my Vivint equipment — now wants me to pay to replace it Bought out my Vivint equipment in full in 2021. Own it outright. 37 sensors, doorbell camera, smart lock — the works. Month-to-month monitoring at $33.04/month ever since. TELUS's "sunset" offer: $1,000 credit toward a ~$2,000 replacement system, plus my monthly fee jumps to ~$50. So I eat $1,000 in hardware costs and a 51% rate increase — for a platform decision that's entirely TELUS's. I don't need anything new and my system works just fine. My ask is simple: if Telus wants to replace the equipment, they can do so - at their own cost. They are obligated to maintain the agreement they acquired when they took over Vivint. Anyone else dealing with this? CCTS and Alberta Consumer complaints are drafted and ready to go — hoping to resolve it here first.
Phishing emails and texts scam
I keep getting phishing emails and texts that say I'm about to be disconnected because of unpaid balance (not true). The emails look realistic and the sender even appears verified, but all the links, supposed owed amounts, and account numbers are fake. TELUS team: I can't find an email to contact customer support but please reach out so I can forward this to you with more details. This has been happening for many months and they have my email and phone number somehow.
