Can’t use the SmartHome app after getting a new phone

[Grayling]

Hoping someone reads this and can help.

I am listed as a user on the SmartHome ap security system with Telus and the account is under my husband. The ap worked no problem with my Telus login for me as a user until I got a new phone. We even moved houses and got a new security system set up and my log in still worked flawlessly. Now I cannot login and use the ap with the new phone. It says I must link the account but I can’t link it. When trying to link it doesn’t work as it’s my husbands account. This is very frustrating I can’t even use my own security system! 

I’ve called the 1 (855) 255-8828 number and been on hold for 3 hours with two different people to no avail. Please help and don’t just say call that number. It did not help at all. Is there any other solution?

[TELUS_Support]

Would you recall what the support team tried with you over the phone?

[Grayling]

One said I can’t log in with my own MyTelus account which isn’t true as I have before. Another person sent me a link to add my email account in the mail ap (which isn’t related to my issue). 

I also tried linking MyTelus to this security account but it didn’t work (as it’s my husbands account).

Mostly I was on hold and they didn’t know how to address the issue. 

[Grayling]

Yes