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Troubleshooting Telus SmartHome Security App
I’m looking for advice/support regarding a serious issue with my TELUS SmartHome Security service.
On Aug. 12, I arrived home and tried to disarm my alarm through the TELUS app, but it kept spinning. I disarmed through the panel instead. I then received an automated Security call saying something was wrong with my panel and asking me to call. I waited 15 minutes for support and requested a callback. When I later left home, the app had the same issue, so I armed through the panel. I eventually called again and was told the wait was an hour, so I requested another callback. The app then began logging me out.
About six hours later, TELUS called to apologize and said there had been an issue with SmartHome Security that engineers were working on. I scheduled a call for 11 a.m. today.
Today I also received an email titled “Important Notification from your Monitoring Center” referencing an Alarm Incident and asking me to contact them ASAP. I called, but again faced a one-hour wait and requested a callback. By then, the TELUS app would no longer let me log in or reset my password. I received emails saying there had been login attempts.
When TELUS called back, I was told I now need to use the Alarm.com app because “it has always been this way” on my account. This is incorrect—I have always used the TELUS Security app. I downloaded Alarm.com and my TELUS credentials worked, but it appeared to be setting up a new account. I am uncomfortable using a third-party app and want access to my original TELUS app.
I also never received an explanation regarding the Alarm Incident in the email.
I am very concerned about whether my home is secure. I requested escalation and another callback. Please have someone contact me to explain what happened, confirm my system is functioning properly, and restore access to my TELUS app.
At this point, I am seriously considering cancelling my service and switching providers.
1 Reply
We too had some Telus Security app issues. When one of us got the app back it had a different look and was missing the doorbell connection. We thought they had changed it. Both of us could not log in initially. My husband called in for support and was never answered. While on hold the app came back on both devices in its original format. We still don't have any answers. Absolutely no contact from Telus about any security issues on Aug 12th. We too are not impressed and thinking the same as you. Does this all tie into the cyber event from March??
