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Arming 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?
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?
Telus Security Contractor Phoned to Upgrade System
A week or so ago a Telus contractor contacted me by phone to set up an appointment to upgrade our security system hardware. He asked if we had received a letter from Telus informing of the need to upgrade our system - we had not. The representative then went on to describe the system & hardware we had so he clearly had access to our account. I told him that we don't do business from unsolicited phone calls and he said that he/Telus would send us an email outlining the upgrades and how to set up an appointment. No email or letter was ever received. I believe this was some service 'trolling' being done by a Telus Security contractor and that the 'upgrade' really wasn't required by Telus. Has anyone else had a similar experience? Telus - please reassure us that your contractor policies do not allow such behaviour.
SCAM security call
Every three weeks I receive an automated call from 1-855-509-5413 claiming to be Telus Smart Security telling me that I am the contact number for my parents' address and that there is a security issure and requests me tell the residence of that address to call 1-855-844-8435 and gives an incident number related to the file. My parents are no longer with Telus Smart Homes so the call is obviously a scam. What is concerning to me is the amount of correct information they have. They have my name, my parents' address, the fact that I am the emergency contact, my home phone and my cellphone which the scammers call immediately after calling my home number. This leads me to believe Telus is either selling our information or they had a data breach that they neglected to tell their customers about.
System does not log all activity including every lock and unlock, every video clip
Have had this system for years now and at times it seems to work well but then there are times like today, not the first time, where I find out one of the family members has come home to a wide open front door. The previous video clips show it being closed and locked and still closed. But then no video clips or door unlock commands for between it showing it is locked and closed and the door being unlocked and open. Video is only at 33% or so of monthly allowance, I have double checked video settings and they are all where they are supposed to be.
Lousy customer service
Got a new system Feb 2 It stopped working Feb 23. Tech support said I should reboot the system Unfortunately we live 2 hours away from this system. You can not remotely change anything while the system is armed so when you can’t disarm it remotely you have to physically be there. On arrival we were greeted by a black screen and could not power up the control panel. Tech support was completely useless telling me to reboot which wasn’t physically possible if the panel is black. i crawled around and eventually traced the power supply as requested and determined the panel itself was defective. Tech support then stated that there were no technicians avail for the rest of the month. i’m not sure what we are paying for but customer service and a system that works for more than 3 weeks isn’t part of the price.
Telus jasco pro series smart plug does not work with the automation features
I have a jasco pro series smart plug from telus, the automation feature of the plug does not work properly despite setting up a rule for it. I have talked to the smart home tech support on the phone many times and no one has been able to find a resolution for me. They keep asking me to try the same troubleshooting steps, such as removing plug from app and re-adding / repairing it, or removing the rule and set up rule again in the automation setting in the app. The device was even swapped out with a new one without any fix on the automation feature. A factory reset to the automation hub by pushing the factory reset button on it for 30-40 seconds was also attempted as well as simply powering down the automation hub and turning it back on. I feel it has to be a software or app issue that has nothing to do with my troubleshooting but the reps I spoke with don't seem to believe that. I am hoping that if it is a potentially wide spread issue with anyone else other than myself, then wouldn't that mean an escalation / ticket needs to be supported so that the manufacturer / developers of the app or plug can investigate why there is a failure to automate the device? Am I just doomed with hoping to get the automation to work? I am able to turn on the plug and off manually in the app, just not with a rule. Does anyone else have this smart plug and also experience a similar issue or is this a one off issue with myself? I was not able to come across any other topics on this on the telus forums or even reddit itself. Are there any telus representatives / staff that monitor these forums that can look into this issue for me? As I have contacted technical support probably more than 5 times now with each call sometimes lasting over an hour. I'm a fairly technical person myself, so most of the basic troubleshooting I have already done.
Security services - consistently failing to deliver on commitments
I'm having an extremely troubling experience with Telus Security. Background: I was sold a doorbell camera and subscription service. I installed the doorbell and it failed to work. After walking through the installation and our home wifi signal strength Telus sent a electrical tech to confirm correct installation. The tech said the installation was correct and tested the door bell voltage - it too was sufficient. The tech suggested the hardware was faulty and said I should request a new doorbell. That was done and installed and I experienced the same issue. I called Telus and explained that the product was poor and I wanted to cancel the service. I was to send the hardware back and all charges for both the Telus service and the hardware would be canceled. I sent the hardware back. Current situation: I have continued to be charged for the hardware. I've spoken three times with individuals either on the loyalty team or the management team (it's hard to know where the calls are being routed); each time they are very polite, apologetic and commit to reversing the charges that have been levied to me and ensure that this will be cancelled. I have also asked them to ensure the credit card on file is removed from their records - they again commit to doing this. I've spent at least 4 hours on the phone trying to resolve the hardware issue and now trying to get Telus to cancel poor product charges and cancel the subscription. The last contact I had with Telus committed to calling me yesterday to confirm the charges have been reversed (they have not) and confirm that the contract has been cancelled and my credit card would be removed from their system - I have not received a call. Their performance is violating their published ethical practices, the removal of my credit card is violating Canada's privacy requirements.