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_Support
Official Support Team
Official Support TeamWhile 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
Based on the fact that you see 'Rogers LTE (LTE 5)' on the panel, you're likely looking at a Vivint SkyControl 3.x model, or an early Smart Hub model. As to if newer Vivint systems will continue to be compatible, we are moving towards a native SmartHome Security platform. Because we want to ensure your home is protected by the most reliable, modern network...we generally recommend migrating to our native TELUS hardware.
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?
Yes my installer is investigating and the cell service is over subscribed in my neighbourhood so devices like this and CPAP machines get lowest priority on the network.
