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Monitoring Centre never calling for alarm triggers
We just switched from Bell Smart Home monitoring to Telus and I could not be more unimpressed. So far we’ve had a few triggers by accidentally opening the doors without disarming, also my dog barking at home triggered the glass break sensor when we were gone. But the issue is we never receive a call from the monitoring centre either by phone or at the panel. When I was with Bell it was within 10-15 seconds there was someone on the panel asking me for my verbal password which made me feel safe and secure. Not once so far with Telus which is weird because all I hear is Telus owns the ADT security which Bell was subbing out from Telus, how can the owners have worse service??? Currently on hold trying to connect with an agent AGAIN to explain this issue. I either want this resolved or I want out.
Monitored system but no one called me
Hi, I’m new with Telus, I got a Custom Home security system with monitored services. It happened a couple of times that the alarm went off, we opened a window or our dog triggered the glass break sensor No one from Telus/ADT ever called me. Not sure if the alarm must be triggered for a cert amount of time before they call me or is just my system that is not working or they are not providing a good service. I’m paying the monitored service and is just a couple of months now but I want to understand how this works and if is reliable. Hope someone can help me Thank you
Overdue bill - error
My Home Security account is on pre-authorized payment and went through on November 15 (which is also reflected on my account). However, I just happened to be looking on my account and it is showing as overdue. This is clearly a glitch on the system that needs to be fixed. I would like someone to look into this ASAP as I do not want to be penalized for something that is already paid.
Cannot log into ADT and account information does not appear in myTelus
I just received a paper bill from Telus security saying I needed to update my payment info. I own my gear and my service has always been with Telus. But I have to log into myadt.ca - which now says they have no one with my information on file. I can't find my identification number because I need to find it on myTelus - but the login system on the app says it is currently experiencing problems. I just want to pay the bloody bill and i cannot get into any of the information so i can get my login info. I HAVE BEEN A TELUS CUSTOMER WITH ALL MY SERVICES FOR 30 ODD YEARS BUT THIS IS DRIVING ME CRAZY. I have now been on hold to Telus Customer service for 90 minutes. Honiestly, there are other security services. This is not worth it. How do i get in contact with an actual human? PS. I am noisy. ANd i am about a complaint with the CRTC.
Updating payment info for my Telus Home Security (formerly ADT)
I cannot link my Home Security (formerly ADT) account to MyTelus. I do not have the account number, and my login credentials from ADT do not work. Can anyone help? I have not been able to find a way to recover my ADT info, or find my Telus account number.
Noise problem at Telus building - 826 Yates St
For the past 13 days there has been a constant loud noise coming from the rooftop of the Telus building at 826 Yates St, Victoria, BC. It sounds like a vacuum cleaner. It's been going non-stop 24 hours a day. You can hear it from down at street level. I've contacted Telus 3 times about it (various different people/departments) but they don't seem to have any way of contacting the building as apparently the building is temporarily closed(?). The phone number for the building has also been disconnected. The building is locked to the public. So it appears that no one is aware of this noisy equipment issue as I'm assuming they're all working from home during the building closure. I've been advised by Telus customer service to contact the property manager for the building, but they don't know who that is and there's no contact info for a property manager on the door of the building.
Unfair $200 service 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.
Can't login to SmartHome+ on the Web
Very frustrated with the overall experiance and setup of my Wireless internet, and now my Cameras. The Apps on the phone are insufficient, but thats another story. I need to set up the motion sensing area for my video, and this can only be done on the Web, av the app. When I log into mytelus, and make my way to "Safety", and the HomeView manage link, it provides me a login. It provides me with 2 links. Continue with your current login. This option provides a new login screen, to which I enter my credentials, then it refreshes with another login screen, to which after entering my credentials again, I get an error saying I'm logged into another session and must log out before I can log in. The second option is to Migrate your credentials now. When I click this option, it comes up with an error page. I am unable to properly setup my new system and monitor. seems ever app and system does not work and takes considerable effort. Beside the wireless internet having to go through 3 towners to get an effective signal (the app and compass providing one of the worst towers to use), to the MyTeuls app, that when loging in, provides a normal screen for 3 seconds before refreshing to what appears to be the start of a refresh with the "thinking" circle just starting and locking, where I can't do anything.. even left it for an hour and no update.. deleted, reinstalled, over and over.. seems every app and system at telus is broken.. This is literally the 4th day of trying to get a simple wireless internet and 2 cameras functioning. and I have over 30 years of IT experience.