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Sensor Replacement Instructions Wanting
I recently had my Telus home security upgraded. The upgrade process went well. A couple of weeks later I received a report that a sensor was not working. I contacted tech support who walked me through troubleshooting steps. It was determined that this new sensor was faulty and a new one would be shipped to me for me to replace the sensor myself. There are several problem with this process There is no expedited shipment. It took over a week for my new sensor to arrive. During that time I was exposed with one door not protected. A more rapid shipment process would be more appropriate. The instructions said to start by reading the instructions in the sensor box. This turned out to downloading a PDF. Note for seniors, view the PDF online with magnification. The font is very small. The PDF instructions have you putting on the double sided tape and mounting the sensor and magnetic. Fortunately, I'd read ahead and knew there was a device id on the back of the sensor which was needed for 'pairing' the sensor with the control panel. This means the pairing must be done before the sensor is physically installed. If I'd followed the steps I would not have had the device id which would have already been mounted requiring removal of the sensor. No where was it mentioned that to activate the sensor all you need to do is pull the plastic tab out. All the instructions seem to assume the installation of a battery. So, there is a least one big problem with the steps in that the device if is not recorded before installation. Telus I'd recommend someone review you instructions, for both app based and control panel based, installations.Vivint to TELUS SmartHome: Complete downgrade, do not switch over!
I had a paid off Vivint system. I agreed because TELUS represented the replacement as an “upgrade” and a “1 to 1 replacement.” That is why I allowed my existing equipment to be removed. After install, I learned that not only am I tied to a 3 year contract, but the recording setup was not equivalent. My Vivint system had continuous recording through equipment I already owned. TELUS told me I would need microSD cards in each camera to approximate that function. This is a downgrade sold as an upgrade. There are more examples of how this system doesn't meet the mark. I escalated. TELUS said they would review the call recordings. They also pointed to the 30 day cancellation window, while telling me I would need to remove the TELUS equipment myself and return it by Canada Post. So TELUS gets weeks to review its own sales calls, but the customer’s cancellation clock keeps running. My questions for TELUS: Is this actually a functional 1 to 1 replacement for legacy Vivint systems with continuous recording? Were customers clearly told before installation that continuous recording may now require separate microSD cards per camera? What exactly happens to paid off Vivint equipment after the swap? If TELUS misrepresented the replacement, why is the customer responsible for removal and return risk? Will TELUS pause or preserve the cancellation window while it reviews the call recordings? Will TELUS send a technician to remove the equipment if the complaint is non equivalent replacement? This is about conscenting through misrepresentation. “Upgrade” and “1 to 1 replacement” are material claims. Former Vivint customers should demand clear answers before agreeing. My Vivint equipment was superior, and had I known what I know now, I would've happily walked away without home monitoring support.
SmartHome+ App ideas
Been using the Android SmartHome+ app with my outdoor camera for a year and have some suggestions. Posts like this should be out in the open for comment, not hidden on a Support team list. 1 - Detection needs to be improved. When I scan through clips I see that my wife left the house and apparently never returned. No, it wasn't a foggy day and she didn't come in through some other door. I wonder what else was not captured in video? 2 - Classification is useless. The 90% case is one person walking to the front door, perhaps with a bag. Those get classified as Person, Person and Motion, or Person and Animal. There was always a Person, always Motion and never an Animal so what's the criteria? One clip said Package when something was on the porch for over a day, and a person just walked past it. It didn't get called Person or Motion, just Package. ALL of those classifications are effectively the same as "Something was seen". 3 - File management is clumsy. For whatever reason I may have 50+ recent clips saved. I'd like to be able to select many of them and delete them all at once. Just like in File Manager: click on one and shift-click on another to select those two and everything in between and then just hit delete once. 4 - Temporary ignore. If we're going to be in the camera's view doing something I don't need 50+ clips of us doing that. I want to tell to tell the camera to stop recording for the next {variable} number of minutes - 30, 60, 90 - some selection from a list. After that timer expires, start paying attention again. 5 - Reboot. As a troubleshooting step I'd like to be able to use the app to tell the camera to reboot itself. That saves me having to get a ladder and climb into the attic to find where the camera is plugged in to power cycle it. That's my fault for installing it there, but still, it would make things easier. Other ideas for improvements?
Unreasonable difficulty trying to cancel service
I want to cancel my home security service and am experiencing Telus making the process extremely difficult. In searching this forum, I know I am not the first to have this experience. I also noticed that Telus representatives have responded to those previous customers' posts. Can a Telus Rep please reply to this post to help cancel my service. I don't want it anymore, I don't want a discount, I don't want to wait until the end of my contract. I simply want to cancel the service and am agreeable to pay the $90 early cancellation fee. Thank you.Vivint switch to Telus
I have had Vivint security for years, with no issues. I have multiple cameras and 24 hrs video recording. I received a phone call from Telus stating that my equipment is no longer supported and they want me to switch to the Telus’ home security hardware. Has anyone done this and if so, how does it compare? As mentioned, I have multiple cameras with 24 hrs video recording video recording, front door lock,doorbell camera, motion sensors and window/door sensors. The person on the phone said they would replace all hardware and the Telus system will work exactly as my Vivint….. but I’m not as trustful/hopeful as the Telus rep. Has anyone switched over? Does the new hardware work as expected? Any issues?
No Bill, Went to Collections, Cancellation Fee for Non-functional Equipment
I have been on the phone to customer service at 888.811.2500 for well over an hour trying to help my aging parents deal with this billing issue. Telus bought their security company. A sensor stopped working, so Telus insisted on replacing all of their equipment. The new equipment never worked so they sent it all back 2 weeks later. Yesterday they got an email from collections saying that they owe an $1100 early cancelation fee. I called customer service, who transferred me to collections, and told me to tell collections that Telus needs to debt back in order to adjust the bill. Collections of course told me that I need to call the collections agency. This agent wasn't making any sense at all, reflecting back random concerns ("so you are trying to figure out why the bill is getting bigger and bigger?"). I asked to speak to a manager and then got cut off! It makes no sense that I call the collections agency and ask them to send the debt back to Telus. My aging parents and I are getting extremely frustrated. I frankly don't see any way out of this situation. They just transfer me all over and then hang up on me. Now we are waiting on hold for another 26 minutes and counting. This is really inexcusable on Telus's part. How do I get out of this situation?
Worst Customer Service
Telus Security is properly the worst company I have ever dealt with. Their equipment was faulty and I asked to have a service call and they refused. They acknowledged the equipment was broken but refused to service it. Unbelievable. I had to disable the one of the alarm panels just so I could move forward. Two years later I have another faulty sensor and they refuse to service it again. At least this time they gave a good reason...I am no longer under contract. I was under contract two years ago though and they still refused service. Now it is an extortion scam...sign for two years and they might service your equipment. So I am trying to cancel but even that is virtually impossible. I have been on hold twice for over an hour with the calls dropped. Can't wait to cancel this service and discontinue any relationship I have with this company in any form. Please pass along the warning...do not sign up with Telus they will not support their product.
