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Free Telus Camera
Two weeks ago I called Telus to move my account to a new address and arrange a tech install. The Telus representative on the phone said they were going to send me a "free camera", they never mentioned a cost or it being for a security system. I straight up told him that I have my on security system and they said no problem, it's free anyway. I've had issues with my Telus internet and current value of my plan, so I called back today. I was just told that I am paying $18/month for a home security plan for a camera that I have no intentions in ever using. Spoke to their Loyalty team and they said they would reduce my bill, but it sounds like they are keeping a reduced payment for the security camera, but overall i get a better deal then if I remove it. Something still feels wrong. I don't want to be charged for a piece of hardware I will never use and I don't want to have Telus home security on my plan. Is Telus taking a look into their own practices here? This seems highly unethical. I've had to spend 3hrs on the phone and I may need to drive to a Telus center to drop off hardware. How come a Telus rep can easily send you a "Free Camera" and sign you up with a service but it's extremely difficult to remove that service? This treatment is enough for me to remove fiber and move to another provider all together.
Programme fidélité-Maison connectée
J'ai reçu l'appel d'un représentant Telus concernant l'offre suivante: Maison connectée 3 ans d'entente de service Matériel inclus: • Caméra vidéo extérieure,Détecteur de fuite d’eau,Détecteur de fumée,Détecteur de monoxyde de carbone,Détecteur de mouvement,Détecteur de portes/fenêtres,Détecteur de portes/fenêtres,Panneau de contrôle (3e génération),Support de table pour panneau de contrôle (3e génération) Le service offert est GRATUIT (programme de fidélité) et peut être résilié en tout temps. J'ai téléphoné à Telus-Maison connectée et on me dit qu'il n'y a aucun programme de fidélité gratuit pour ces services. J'aimerais savoir si d'autres personnes ont reçu cette offre et avoir un retour de Telus.
Driveway Camera Issue
We've been without a functional driveway camera for over 2 mos. After repeated attempts to "fix" the problem, and Telus NOT coming through with a replacement camera for 6 weeks...they promised one and it never arrived. Now that it has ( my 10th call to Support) they want to charge $200 to install. The issue is a poor install at the outset... I subsequently cancelled the tech visit, and will attempt to do it myself. My issue is I need 65ft of cable. the camera came with only 5 ft of cable. Either that, or I try to repair the broken cable that Telus provided with our first camera. I noted that Amazon has extensions and wondering if I get 2 of them can they go together. They come in 33ft lengths. $20 as opposed to Telus's $200 sounds better to me. I will not renew our home security with Telus once it expires.
Home Security Commitment Period
Can someone advise where in the Telus agreement there is a definition of the Commitment Period as it relates to Telus Home Security? We've had a Home Security agreement with Telus for 36 months and those 36 months ended 14.5 months ago. Only reason we contracted with Telus in the first place is because we have been ADT customers before. We have been dissatisfied with Telus' Home Security services all along because even though we have the Control Plus Video service, they never call when the alarm goes off. We canceled 2 days ago only to be advised that we need to return the equipment, which is probably fully depreciated by now. First we were told that we need to return the equipment without specific which, when asked for clarification since we had purchased some of the equipment upfront, the customer loyalty rep came back and advised we only need to return the Main Control Panel. It felt like the decision of which equipment to return is very subjective and determined by the customer loyalty rep. We have since reviewed our Customer Service Agreement with Telus and can't find a definition of "Commitment" period even though this term is capitalized in the schedule of service charges included in the agreement. My questions to Telus and the community are: How can a key term in the agreement in regulating the relationship between Telus and its Home Security customers like the term "Commitment period" not be defined? What does it mean - what is the customer committing to, and what is Telus committing to during that Commitment period? In the case of mobility agreements, a mobile phone, which is much more expensive than a Main Control Panel, is not returned at the end of a commitment period. Why would a Main Control Panel worth $300 new need to be returned after 4+ years into its life and as such probably fully depreciated?
Telus kept charging me for a service that was not being used for past 2 years
Today I noticed that one of my credit cards was being charged for Telus Home security services that I had requested a cancellation for in November 2023. I had to move from my then address to a new place where telus did not have service. I requested for a complete cancellation and I was informed that I was in a contract for the Home service and needed to pay until the contract expired which was in February 2025. Since Telus charges a 1200$ for breaking a contract I agreed to pay for the service (which was not being used as I had already moved) just for the sake of not breaking a contract and was assured that it will be cancelled after the contract expired and I need not worry about it. Unfortunately that did not happened and after a discussion of over 1 hour 50 minutes over call, I was told that Telus cannot do anything about the bills that was being charged on my card. It is so unfair that for the sake of not breeching the contract I agreed for paying the contract period but was being charged beyond that too. I could have a removed my card from the account way before the contract and absconded which I did not as I am very faithful to any agreements committed and expected the same from Telus as well. Who can I approach after zero help from Billing and the Loyalty team. Is there a Billing dispute team that can help me on this?ADC V723
Hi, I am trying to install 2 additional cameras in my account using the telus but it got stuck in 5% progress and eventually failed. I called tech support and did several steps, factory resetting the camera, rebooting the router, deleting the app on my phone but nothing helped. It is indicating that it is connected to the internet(solid green light) but when trying to add the cameras in my telus account it prompted an error “video device currently being installed. Do you have any other way to fix this problem?
