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...
A question for Telus Support: In the message above the reason for the upgrades is the "3G / LTE sunsetting which affects older Vivent panels". The sunsetting is for 3G only and LTE will continue for many more years. So if our system is LTE capable, I see no reason to upgrade only to have my monthly fee increased to cover the new equipment. Servicing of sensors / panel may be a benefit, but customer service concerns I've read indicate that getting service from Telus is difficult anyway.
TELUS_SupportOfficial Support Team
While the LTE network itself will remain active, many first gen Vivint systems rely on 3G 'fallbacks' for certain signaling. As carriers decommission the 3G backbone so to speak, these specific systems can start to experience 'signal flapping'. This causes intermittent connectivity to the monitoring station, even if your panel would show 'LTE' onscreen. We'd rather have you upgrade now, so in case of a real emergency there'd be no issues.
Thank you for this explanation, this is very helpful. Is there any way to determine what generation the Vivint system is? The panel states the cellular network band is "Rogers LTE (LTE 5)". Would newer Vivint systems continue to be compatible with Telus's system?
- TELUS_Support
I understand your scenario but we wouldn't be able to arrange for another way to contact you other than by phone which you've indicated doesn't work for your situation. Given that, we'd suggest giving our support team a call when you are able to: 1-833-842-8881, Monday to Sunday: 8 a.m. to 9 p.m
Except in a real emergency test, the call centre did not get notified for over an hour last week as the cell signal to the new Telus panel was completely down and the Wifi only intermittently works becuase the panel is trying the cell first even though the wifi is 100% ok.
- TELUS_Support
Have you spoken with our SmartHome Security team about this?
I was told they would stop supporting my Vivint paned and I would be left with no service if I did not switch.
What is frustrating is my Vivint panel worked flawlessly for over 10 years ( with one upgrade), they can't get my new panel to connect reliable to Cell. I only have 2 bars Cell in my neighbourhood, I've been told they are oversubscribed and some simple google searching shows that these type of devices get deprioritized on their networks so it will be the first (along with my CPAP) that get punted when the network is saturated.
