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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.
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.
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.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.
Jammers.
I was away from home for 10 days with my Telus app on away. Yet when I returned I found the grouts in my bathroom dirty when I had left them chloroxed and when I went to vacuum 2 days later Oct 19th, the cannister was filled with dog hair when my dog was groomed in September. Can people with jammers bypass home security? How can I check activity Oct 6 to 17?Lucky to get hold of Tech Support
May be other customers feel the same pain/joy to approach Tech Support. Been trying to get hold of the tech support from couple of months for the issues in cameras and every time I try to approach via the number shared by TELUS on there website my efforts rendered useless and broke my heart like M leaf's. But tried again with enthusiasm next time. After trying many times in the span of 3 months I finally got hold Tech Support not sure how, same phone and same chatbot let my call go through. What a sign of relief and joy I felt have no words to describe. Well the tech support was very nice and helped to resolve the some issues and promised to send new camera. ... continued ......😂😂
URGENT: My Payment Arrangement Was Honoured — Yet My account was sent to collections.
I am extremely frustrated and disappointed with how this situation has been handled. I made a formal payment arrangement with your team, and we clearly agreed that if I paid a large amount upfront, my security would be reactivated and I would be able to finish out my contract. I followed through on this agreement and paid over $1,000 exactly as instructed. Despite fulfilling my end of the arrangement, my account was still sent to collections immediately afterward. This is completely unacceptable and shows a serious lack of communication and accountability on your end. I upheld my commitment in full, and I should not be punished for doing exactly what was agreed upon. I expect this to be corrected immediately and for my account to be removed from collections without delay. i also can’t get ahold of anyone or get a straight answer and management doesn’t call back when they say they will.
