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Reaching TELUS SmartHome Security
Got a recent letter from Telus HomeSecurity about them retiring the 3G network. Tried to call them to discuss as noted on the letter. Waited for 46 minutes for someone to answer and when the phone finally started ringing like someone was going to answer, they hung up on me before I could even say hello! Then got a callback from Telus that again hung up before I could even say hello! So frustrating! Also, why does this number (1-833-540-2649) not provide an estimated wait time or a callback option. Getting through to Telus Home Security is more painful than calling CRA. Is this supposed to be good customer service? Colour me unimpressed.barb722 hours agoNeighbour5.2KViews1like9Comments
Possible Hacking
I've been with Telus for a year now. For the first nine months, I did not have a stable internet connection. I had an incident at this point where I discovered the whole time I have been with Telus someone was trying to hack into my network and this was likely the reason my network was so unstable. There were unauthorized IP Addresses on WiFi network and through my social media data, and several devices were infected. The hackers had got into everything and started repeatedly calling. I contacted Telus privacy department on 3 occasions and was told on two of them that the issues I had with the hacker were outside of the scope of their business. I am looking for support from the community. Maybe other individuals who have dealt with an invasion of their privacy and harassment. When my contract ends I will have to leave Telus unless an arrest is made. My neighbor says she's been dealing with the hackers for 8 years (also a Telus customer). I will try another ISP to see if this help. If not, I will go internet free at home. Some advice: If you are having connection issues, start monitoring your network with the program Fing and/or use the Telus Connect app to keep an eye out for uauthorized devices on your WiFi. If you see a network change when you are online or there are errors on your network, sign out of your accounts and turn your devices off. If you think your network is being monitored, do not leave your devices unattended and on, and logged into social media, ecommerce, or financial accounts. Turn off your devices when you are not using them. Letting them sleep is not enough. You need to power off. Talk to your neighbors to see if they have encountered similar trials. If anyone has other suggestions, I'd love to hear them. Please contact me if you have had similar experiences. I am in Calgary. I believe the hacker is from Vancouver/Burnaby. I've also seen IP addresses from Georgia, US (State) and Edmonton on my network and social media.Solvedlowstatusmale3 hours agoNeighbour7.5KViews0likes4Comments
Faulty Smoke Detector Replacement
Short version: smoke detector faulty > Telus won't send me new smoke detector until I sign up for new contract Hi, I am originally an ADT customer (now Telus since last night, I guess?) and my smoke alarm has been beeping and the yellow "fault" light has been flashing. I installed new batteries yesterday, but that did not solve the problem so I called Telus Technical support (twice). They also had me replace the batteries again, which I did. New batteries were used each time. They said the smoke detector was likely faulty so I requested a new one. Technical Support said they could not order the replacement smoke detector for me and therefore had to transfer me to the Loyalty Department who could help... they couldn't and then transferred me to the Customer Care team? (I don't know of that is the department's official name.) When speaking with the Care team, I was told the only way to get a new smoke detector was to sign up for a new three year contract. I said I was surprised that they could not simply send me a new smoke detector but they assured me this was the only way. Thinking about my family's safety, I said OK to the new contract under duress (strong word, I know, but not sure how else to phrase it). They said I would now have to wait two weeks for the new one to arrive! Overall, I am beside myself. I just need a replacement smoke detector, which is part of a service I am already paying for but no one can help. In short, this kinda feels like extortion (again, strong language, but not sure what else to call it). My smoke detector is faulty. I simply need a replacement. And Telus won't send me a new one unless I sign up for a new three year contract. And when I did reluctantly sign up, they said I now need to wait. I am at a loss with what to do here. Hoping someone in this community can help! Thank you all.
Possible Scam Call
Yesterday I received a call from Alberta 403-915-2871 claiming to be from "Telus Promotions" and telling me that because I am such a loyal customer that Telus has decided (magnanimously) to reduce my mobility bill by 30% and to use my rewards to gift me with my choice of an iPad or a Samsung smartwatch. This amazing gift will be sent to me, at no charge! Sneaky scammers - asked me to confirm my postal code, which gives them my street address, and then to confirm the house number. This is how they get your address while you think they had it all along. They also asked for my Telus PIN and email. When he transferred me to a "supervisor" the connection was extremely bad (bad internet in India?) so he called me back, this time from Ontario using 365-226-6304. This person repeated the same stuff and confirmed the same information. Today I got yet another call, this time from British Columbia (778-557-2619). I told him flat out that I know it's a scam and to drop it. We'll see if the persistent creep calls back again, and from where. When something seems to good to be true, it usually is. I have changed my password and PIN (using random generators), activated 2FA on my Telus accounts, and contacted Telus directly.298Views0likes1Comment
Customer Service Issues
Unfortunately for me this crappy company with the most horrible customer service bought ADT. They call every phone number on my emergency call list, all there is is a message, no actual person and they call the cops after I called them and told them not to. Not to mention they tell me the alwarm went off because they lost communications after they just installed a brand new system I paid hundreds of dollars for because they told me my old system was no longer supported and that is why they kept loosing connections. i can’t help but feel they are liars, cheats and thieves.Solved
How To Cancel Home Security
How do I get out of a contract with Telus home security? I read there is a fee to cancel but ever since the day we had it installed we’ve had nothing but issues. Even if our wifi reset or any password change occurred we are charged $150 for a tech to come reset all the equipment. The doorbell has never worked properly and we miss tons of footage from people coming to our property that isn’t getting recorded. We have had about 5 technicians come and fix these cameras since troubleshooting from our end has never worked and they also installed cameras way too high up to reach without the proper equipment. I’m tired of the poor customer service and price gauging.$200 Service Repair Charge
I was a long-time Telus customer but left four years ago because the service kept getting worse. I recently decided to give them another chance and signed up for home security. Three months in, I’m already regretting it. My front door sensor showed an issue on the panel, so I called support. After several repeated reset attempts, the agent decided the sensor was faulty and sent a replacement. When the new one arrived, another agent still couldn’t fix the problem and said I needed a technician. She also warned I might be charged $200 if it was “my fault.”Since Telus installed everything and I hadn’t touched anything, I agreed. A security system that doesn’t work is useless. The technician spent almost two hours here. He couldn’t get either the original or replacement sensor to connect at first. When he finally got it working, he told me there’s a known issue where the sensor can take a long time to communicate with the panel, and that phone support isn’t aware of it. He also warned me that even though the issue wasn’t my fault, Telus would still charge me the $200 and I’d have to fight to get it refunded.Sure enough, my next bill shows a $200 service charge for a problem caused by Telus equipment, Telus installation, and Telus support. Dear Telus, why? Why are customers being billed for issues your own technician confirms aren’t their responsibility? Why should customers gamble on fees just to get a system they’re already paying for to function?Three months into service and I’m being charged for equipment failure. This is not how you win customers back.shakerpilot1 day agoNeighbour358Views0likes3CommentsArming from Keypad
We just had to update from Vivint to Telus. The installation was yesterday and I’m trying to set a rule or an “automation” to arm the house from the door keypad when leaving. The only thing I’ve been able to do is arm the house when the door is locked, whether from the keypad or when we lock the door from the inside. Has anyone been able to just arm from the keypad when leaving?Redlily5 days agoNeighbour70Views0likes5Comments
Scam Call
Earlier today, I received a suspicious phone call from individuals claiming to represent Telus, a well-known Canadian telecommunications company. The callers identified themselves as Telus customer support agents and informed me that my internet connection had been compromised. They claimed my personal data was at risk and insisted that immediate action was necessary to secure my connection. As part of their proposed "solution," they directed me to visit a website called "support-wiz.com" , presenting it as a legitimate Telus-affiliated support platform. Once on the site, they urged me to purchase a so-called security package priced at $199, insisting it was a necessary service to prevent future security breaches on my network. Fortunately, I became skeptical of the situation, as the aggressive sales tactics and the unfamiliar website raised red flags. After investigating further, it became clear that this was a scam operation impersonating Telus to exploit unsuspecting customers. I did not proceed with the payment and recommend others stay vigilant about unsolicited tech support calls and always verify the legitimacy of such requests directly with their service provider.Solvedwssteckler54647 days agoNeighbour3.2KViews5likes3Comments
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- SmartHome Security36 Topics
- home security16 Topics
- poor customer service14 Topics
- Possible scam12 Topics
- Security12 Topics
- sensor7 Topics
- TELUS Online Security5 Topics
- ADT4 Topics
- camera4 Topics
- Vivint4 Topics