Forum Discussion
TELUS inherited my Vivint equipment — now wants me to pay to replace it
TELUS inherited my Vivint equipment — now wants me to pay to replace it
Bought out my Vivint equipment in full in 2021. Own it outright. 37 sensors, doorbell camera, smart lock — the works. Month-to-month monitoring at $33.04/month ever since.
TELUS's "sunset" offer: $1,000 credit toward a ~$2,000 replacement system, plus my monthly fee jumps to ~$50. So I eat $1,000 in hardware costs and a 51% rate increase — for a platform decision that's entirely TELUS's.
I don't need anything new and my system works just fine. My ask is simple: if Telus wants to replace the equipment, they can do so - at their own cost. They are obligated to maintain the agreement they acquired when they took over Vivint.
Anyone else dealing with this? CCTS and Alberta Consumer complaints are drafted and ready to go — hoping to resolve it here first.
2 Replies
TELUS_SupportOfficial Support Team
dshafran Your scenario is a bit out of our scope of support on community but we sent you a private message to gather some details to see about getting you some help.
alexmolloy provided you with some good options if you want to handle this at your own pace but hopefully we can present another option once we collect your info :).- alexmolloy
TELUS Team Member
Hi there dshafran, thanks for reaching out to us.
We have a specialized department for existing Vivint customer inquiries. You can reach out to the team anytime, especially regarding your inquiry with Vivint->TELUS system migrations, by calling 1-833-842-8881.
Additionally, we have a support page with some Frequently Asked Questions that might be of help. You can view that support page by visiting https://telus.com/vivint
I hope that our TELUS Vivint support team can help resolve any questions regarding your concerns!
