ADT contract not honoured

[Charles78]

We had a contract with ADT that stated that all my equipment would be serviced and upgraded as needed. I recently received a letter stating that my 3g panel was outdated and I would need to upgrade my system. I was under the impression that my original contract would cover this but now I am being told that I need to sign a new contract and pay to upgrade my system. Anyone else had to go through that? 

[TELUS_Support]

The transition from ADT to TELUS SmartHome Security has led to updates in our equipment and service offerings, including upgrading older systems like 3G panels. While upgrading typically requires a new contract to access the latest technology, our support team can review your current setup and contract details. Feel free to reach out to discuss options available for you—our goal is to keep your system reliable and up-to-date!

[Charles78]

I did reach out but what I was told that I need to upgrade my system at my cost and was quoted 25$ more a month than I am currently paying. It does not answer the question about my contract carrying over to Telus or not? And was was I offered to change the panel last year and my current system would work and now I need to change the entire system? 

[TELUS_Support]

We understand, and we apologize for any confusion. When we transitioned from ADT to TELUS SmartHome Security, we aimed to honor existing ADT contracts, though some equipment like 3G panels now require upgrading due to network and technology updates. This may affect pricing and setup. The upgrade quote you received reflects the costs associated with the newer equipment needed for system compatibility. If you require further assistance, send us a private message and we can get someone to look into this with you.