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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.
We can look in to that for sure. We'll send you a private message to discuss further.
3 Replies
TELUS_SupportOfficial Support Team
To give some transparent engineering perspective: the disconnect here isn't actually about the agent trying to upsell, etc. but rather a limitation of how older legacy panels interface with our current inventory billing systems. Our system wouldn't allow an agent to drop a modern replacement camera onto an older rate plan without the system throwing a 'migrate customer plan' flag up. If you do source an identical unlocked Alarm.com outdoor camera model online, you could always log into your local portal, delete the old MAC address, swap it out and sync it to your system.
We always do have the option however of escalating this to our team on your behalf as well. If you'd prefer that, let us know and we can send you a private message to gather your info and do just that.
Good morning and thank you for your reply.
I do not have a legacy panel, I purchased the new IQPanel from Telus in 2023, so this swap would not affect the billing system or migrate customer since this was all performed back in 2023 when Telus did the actual install and migration .
I have looked into the purchasing of an older Alarm.com camera model but there are a lot of scams with these purchases relating to the previous owner not having released the MAC adress. So this will not be worthwhile and also a risk.
Since we have cleared that I have the New IQPanel and that the migration has been done.
Could we escalate this to the new level as I would very much like to have a replacement camera since I am also paying through my current plan for 4 IP camera's.
Thank you!
- TELUS_Support
We can look in to that for sure. We'll send you a private message to discuss further.
