Forum Discussion

SuperUnhappy's avatar
SuperUnhappy
Neighbour
2 months ago
Solved

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 t...
  • TELUS_Support's avatar
    TELUS_Support
    2 months ago

    We can look in to that for sure. We'll send you a private message to discuss further.

TELUS_Support's avatar
TELUS_Support
Icon for Official Support Team rankOfficial Support Team
2 months ago

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.

  • SuperUnhappy's avatar
    SuperUnhappy
    Neighbour
    2 months ago

    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's avatar
      TELUS_Support
      Icon for Official Support Team rankOfficial Support Team
      2 months ago

      We can look in to that for sure. We'll send you a private message to discuss further.