Forum Discussion
Vivint switch to Telus
I have had Vivint security for years, with no issues. I have multiple cameras and 24 hrs video recording. I received a phone call from Telus stating that my equipment is no longer supported and th...
I switch from Vivint to Telus less the a month ago, my panel lost cell earlier today, they can't figure out how to get it back, even though I'm connected to wifi it is not communicating to the call centre, Telus support had me activate alarm, wasn't seen for over an hour.
I can't control the panel from the app some commands work after about 5 min but others don't at all, ie I can't arm or disarm from app.
This is frustrating as Vivint worked flawlessly for over 10 years. Not a good start.
TELUS_SupportOfficial Support Team
While there are some things to test that'd need to be done by our SmartHome team directly, there are a few things we can try:
- Ensure your panel is on a 2.4GHz network, not the 5GHz one. Security panels need the 2.4GHz band's ability to get through walls to maintain solid connection.
- Ensure no new electronics/devices have been placed nearby; even small changes in local interference can drop that cell signal.
Of course, that's first level troubleshooting only. We'll send you a private message to discuss this further. Check your Inbox!
Wifi is strong, it was cell that was hard down.
- TELUS_Support
Gotcha. We sent a private message, let us know if you'd like to continue the conversation there.
