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Vivint to TELUS SmartHome Issues
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.SolvedVivntisbetter6 days agoNeighbour341Views0likes4Comments
Telus support number spoofing.
I just recieved a call from Telus support 1- 844-422-0222. How on earth do they only greet me using my first name and not use the for Mr greeting and last name. And then ask me whether I'm currently with shaw. I think this number has been spoofed. Because after I just hung up. I called it back and then a recorded voice said " Welcome to Kudo mobile". Then it redirected my call and what I heard was shocking. I must have been accidentally routed into a group call and heard laughing and explicit sex talk and drug interaction talk. I dod not dare to talk so that they would here me. Address this situation please and maybe monitor the security of the numbers you give to the public for support. This is an outrage and I'm worried about my personal security with Telus now in how infiltrators possibly breached Telus security.SolvedPhonostar7 days agoNeighbour52Views0likes1Comment
How to replace a security camera without system upgrade
Ridiculous service only concerned with up selling and not resolving the issues. I have a fully hard wired security system originally installed by Alarm.com. One of the outside camera’s is failing to connect to the wireless. I have done all possible steps including resetting to factory settings. If I hard wire the camera to the router, it works no problem, so it has something to do with the wireless connection. Fist call was disconnected, Called again, waiting the appropriate hour, discussed with the technician, After a long try out period, the technician told me I need a new camera, Fine! I can agree to that. I own all my equipment so I told her to send me a new camera and I will pay for it and install it. This now means I have to change my service plan? Why? I am presently paying for a service for 4 camera’s, one is not working, replace it and back to 4 cameras right? So off to customer service, this “nice” customer service person tells me I have to proceed with an upgrade to my system. I got this same speech in 2023… Telus wanted to remove all my hard wired components and install all wireless. Once the technician arrived, he told me this was in no way required, all they had to do was install a module that would connect to the new panel. Now this new customer agent is singing the same story, trying to up sell me for a replacement camera, increase in my service plan, that is valid until end of 2028. And is in no way required! I challenge her on this. So end of story, I told her to forget it, I would not agree to the up sell and change my plan. I will live with paying for 4 camera’s only using 3 until the end of my service plan. I have used the online complaint feature with a robot called Maria, indicating she would take on the case - no feedback. It is such an easy solution, send me a new camera, I will install it on my network, register the MAC address and all is great. Guess this is too simple and not financially in the plan for Telus who only train the customer service to up sell.SolvedSuperUnhappy1 month agoNeighbour145Views0likes3CommentsPossible Hacking
I've been with Telus for a year now. For the first nine months, I did not have a stable internet connection. I had an incident at this point where I discovered the whole time I have been with Telus someone was trying to hack into my network and this was likely the reason my network was so unstable. There were unauthorized IP Addresses on WiFi network and through my social media data, and several devices were infected. The hackers had got into everything and started repeatedly calling. I contacted Telus privacy department on 3 occasions and was told on two of them that the issues I had with the hacker were outside of the scope of their business. I am looking for support from the community. Maybe other individuals who have dealt with an invasion of their privacy and harassment. When my contract ends I will have to leave Telus unless an arrest is made. My neighbor says she's been dealing with the hackers for 8 years (also a Telus customer). I will try another ISP to see if this help. If not, I will go internet free at home. Some advice: If you are having connection issues, start monitoring your network with the program Fing and/or use the Telus Connect app to keep an eye out for uauthorized devices on your WiFi. If you see a network change when you are online or there are errors on your network, sign out of your accounts and turn your devices off. If you think your network is being monitored, do not leave your devices unattended and on, and logged into social media, ecommerce, or financial accounts. Turn off your devices when you are not using them. Letting them sleep is not enough. You need to power off. Talk to your neighbors to see if they have encountered similar trials. If anyone has other suggestions, I'd love to hear them. Please contact me if you have had similar experiences. I am in Calgary. I believe the hacker is from Vancouver/Burnaby. I've also seen IP addresses from Georgia, US (State) and Edmonton on my network and social media.Solvedlowstatusmale2 months agoNeighbour7.7KViews0likes4Comments
Customer Service Issues
Unfortunately for me this crappy company with the most horrible customer service bought ADT. They call every phone number on my emergency call list, all there is is a message, no actual person and they call the cops after I called them and told them not to. Not to mention they tell me the alwarm went off because they lost communications after they just installed a brand new system I paid hundreds of dollars for because they told me my old system was no longer supported and that is why they kept loosing connections. i can’t help but feel they are liars, cheats and thieves.SolvedCarre2 months agoNeighbour3.2KViews0likes2Comments
Scam Call
Earlier today, I received a suspicious phone call from individuals claiming to represent Telus, a well-known Canadian telecommunications company. The callers identified themselves as Telus customer support agents and informed me that my internet connection had been compromised. They claimed my personal data was at risk and insisted that immediate action was necessary to secure my connection. As part of their proposed "solution," they directed me to visit a website called "support-wiz.com" , presenting it as a legitimate Telus-affiliated support platform. Once on the site, they urged me to purchase a so-called security package priced at $199, insisting it was a necessary service to prevent future security breaches on my network. Fortunately, I became skeptical of the situation, as the aggressive sales tactics and the unfamiliar website raised red flags. After investigating further, it became clear that this was a scam operation impersonating Telus to exploit unsuspecting customers. I did not proceed with the payment and recommend others stay vigilant about unsolicited tech support calls and always verify the legitimacy of such requests directly with their service provider.Solvedwssteckler54642 months agoNeighbour3.3KViews5likes3Comments
2 year loyalty discount?
Hi, apologies if this is a duplicated post - I've seen old ones that are similar, but wanted to check if this is a newer version of a scam. I got a call from 778-437-9938 (showed up as British Columbia on caller ID - which is the correct province) and I was being offered a 2 year 30-40% discount on my current bills. Sounded very suspicious - the guy didn't know how much I was currently paying, and didn't even really bother to verify anything. He sent me two very sketchy looking email for my cell and internet marked as "privileged program", then said he was going to transfer me to his supervisor. His "supervisor" then said he wanted to give me a discount code that I need to enter; I asked him why he couldn't just apply everything from his side, and he basically had no answer - just a "uhhh, eheh, well...we...can? But we need you to also confirm from your side". I told him I'd call him back because I had to do a work meeting. He was trying to say that he could call me back, and I just told him that I would call back, which I won't, but that also seemed like a suspicious move. Anyone else get this call and can confirm it's a scam? Doesn't seem very legit to me.Solved245Views0likes2Comments
SmartHome Security Issues
The Telus Home Security system is very disappointing. The system is constantly missing significant movement near the house (family members or couriers returning/leaving) and not recording this. In order to increase what is being recorded we had to make the recording settings very sensitive which means very minor things (like insects) are being recorded and now we have reached our monthly limit and will essentially have no security footage saved for the rest of the month, and no way to correct this! The system is unreliable and essentially useless. Highly disappointed!SolvedMaggieHarder3 months agoNeighbour13KViews5likes10Comments
Telus Home Security products with Google Home
Why is it so hard to find an answer to this question?? I just moved over from Rogers, and for the last week ive been trying to find the answer to this as the Sales Rep said I could. I want to control my front door lock with my Google Assistant. I've been on hold waiting for someone for 1.5 hrs only to get "i dont know, i need to transfer you" and even after getting to a level 2 tech support person I got "i don't know, i have to check" and waiting for another 20mins they came back with "I'm not sure, your going to have to contact google support". Im so glad i didnt opt in for the garage door opener, cause i already had one, and i can still control that with google home, which is a product off amazon for $30. like what?? If it doesnt work, it doesnt work, but i can't even get that answer. And if it doesn't work I don't know why Telus is trying to be like APPLE and control their entire ecosystem. I opted to install a NEST thermostat because the Installer said it was better, which i dont regret cause at least the integration into the Telus Home Security was simple, and at least i can control my thermostat with google home.Solvedcoffeetime3 months agoFriendly Neighbour3.7KViews0likes2Comments
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- SmartHome Security39 Topics
- home security20 Topics
- poor customer service16 Topics
- Possible scam14 Topics
- Security13 Topics
- sensor7 Topics
- TELUS Online Security6 Topics
- camera5 Topics
- Vivint5 Topics
- ADT4 Topics