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 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?
4 Replies
TELUS_SupportOfficial Support Team
Generally 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.
It is the automatic month to month fine print that eludes most people. Just because the term of a contract has ended does not mean it has ended. Failing to cancel or renegotiate catches you unaware of new monthly fees usually much higher than a contract price.
