Forum Discussion
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 ...
TELUS_Support
Official Support Team
Official Support TeamGenerally speaking, the service terms specify that if you cancel before the commitment period ends, you'll be charged a fee reflecting a portion of promotional discounts previously applied to equipment. These discounts are typical when signing up but I have no way of knowing for sure based on limited details.
Since your original 36-month commitment ended 14.5 months ago, your service converted to month-to-month once that term expired. That means the commitment obligation itself ended those 14.5 months ago.
Telus Support,
your response doesn’t address where exactly does your Telus agreement define “Commitment” period? Which article of the agreement provides this definition and what it entails?
Neither have you addressed my question: 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?
Noting that a control panel, unlike a cable decoder or internet modem isn’t just unplugged from a wall outlet, it’s an electrical equipment wired to the wall and as such needs to be dismantled from a wall and electrical wires detached. How’s a regular customer supposed to do that? Would Telus be liable if the customer maintains any injuries while dismantling the main control panel?
- TELUS_Support
In regards to the TELUS Home Security, Custom Security & Safety Service Terms, you can review the details here at https://www.telus.com/en/support/article/home-automation-service-terms
As to why TELUS requires these panels back, some reasons include:
Data Security & Privacy: These main hubs contain proprietary firmware, encryption certificates, and direct digital handshakes to the backend ecosystem. Returning them ensures they are securely wiped so your historical home data isn't compromised.
Environmental & E-Waste Compliance: Commercial environmental protocols require corporate entities to track and responsibly recycle heavy lithium-ion backup batteries and printed circuit boards, rather than letting them end up in local landfills.
Telus Support,
You are still not addressing my questions.
The Custom Security & Safety Service Terms you referred me to in your response at the following link https://www.telus.com/en/support/article/home-automation-service-terms still do not provide a definition of "Commitment" period in the case of TELUS Home Security. Such definition should be in the Telus agreement to clarify what each of TELUS and the customer are committing to during that period. Why would a customer enter into a Commitment period with TELUS rather than just pay month to month when the monthly payments are the same, if it is not to keep the equipment at the end of the Commitment period?
Please direct me to the document that clarifies that, whether your website, terms & conditions, agreement... There must be a document that define "Commitment period" and explain what are the benefits to the customer to commit to you for 36 months.
- TELUS_Support
On the Service Agreement itself you can see the commitment information on the front page:
I pulled this information from my own Service Agreement.
In terms of the Panel being wired to the wall - It's possible the tech wired the panel directly to the outlet. If you are uncomfortable undoing that work, that's fine - please turn the panel off and unplug it from the panel itself.
I am the last person you want working on your lights, or anything electrical but I didn't have any issues unplugging my panel. If you are worried I recommend going to the electrical panel and manually triggering the breaker so there isn't any danger.
The panel is the important part, the charging cable not exactly so much.
Regarding the list of equipment that needs to be returned, Here is a list of all equipment that we typically ask for, and a guide on how to remove the panel is under the How to unmount devices - any equipment that you purchased does not need to be returned.
Hope this helps!
- Eric
