Forum Discussion
Telus Security Contractor Phoned to Upgrade System
A week or so ago a Telus contractor contacted me by phone to set up an appointment to upgrade our security system hardware. He asked if we had received a letter from Telus informing of the need to upgrade our system - we had not. The representative then went on to describe the system & hardware we had so he clearly had access to our account. I told him that we don't do business from unsolicited phone calls and he said that he/Telus would send us an email outlining the upgrades and how to set up an appointment. No email or letter was ever received. I believe this was some service 'trolling' being done by a Telus Security contractor and that the 'upgrade' really wasn't required by Telus. Has anyone else had a similar experience? Telus - please reassure us that your contractor policies do not allow such behaviour.
6 Replies
Hi folks,
Couple weeks ago I received email from Telus on the same topic.
After few emails with clarifications and negotiations the upgrade was scheduled.
Last Monday technician from Telus arrived and replaced my Vivint system with the brand-new one from Telus.
Important: whole upgrade was for free - device per device - were replaced. In addition, 2 door sensors were added and the extra-doorbell was replaced with outdoor camera - also, no extra charges applied (based on the agreement and confirmation received from the technician).
In addition, monthly payment was reduced a bit with signing of new 5-years contract.
I still have couple of minor questions to be clarified/resolved:
1. About "Control Panel wiring charge" which should be waved according to Telus technician declaration.
2. Regarding to adding multiple users (family members living in the same house) with their own mobile apps and credentials. So far, we didn't succeed to set it up properly except myself as a primary user.
But this is the discussion for another topic (I'll create the separated one).
Overall, seems to be a good deal.
TELUS_SupportOfficial Support Team
There actually is a large upgrade happening, with 3G being sunsetted to make room for 5G+. If your system was installed more than a few years ago (especially legacy ADT hardware) it likely relies on 3G as its primary link to the monitoring station; this will need to be upgraded. Our third party partners to have access to equipment lists so they'd know the info you mentioned. You should however, have received formal notice of this via email or bill insert to advise of the upgrade.
Your best bet would be to check your My TELUS app. Under the 'Security' tab, if your equipment needs an upgrade, there'll be a permanent notification banner at the top of the dashboard. Alternatively, if you've got a physical panel (such as a Qolsys or Concord panel), you can look for a 'Cellular' status in the settings. If it says 3G, an upgrade is required.
Also, the 'Telus' number that called was 1-833-540-2649.
I have had the same call from the same number, and my system isn’t on the 3G network so I don’t see why I have to upgrade. I would like to know more details on what the upgrade involves. Are they coming in and replacing my panel or wiring?
