Please escalate!!!
January 2024 I started having problems with my Telus Security and WiFi after months of calls to Telus, troubleshooting myself and with Telus techs the WiFi was fixed but security problems increased. The cameras on my system were presenting me issues. 2 cameras refused to work and my water valve was no longer showing on the app. In September Telus told me they only support 4 cameras (I have 5 plus a doorbell), even though my system worked with them for over 5 years.
I was then told the only way to get everything working was for me to go over to the “custom side”, which happens to be old ADT and so they had someone from that department contact me.
He said Telus made a change and that this change was the cause of my problems—and if I switched over to the custom side it would all be fixed. Of course the monthly fee was 2x what I was paying—so I stuck it out. Then my IQ2 panel fried—Telus replaced but the Tech did not link it to my sensors and said it was impossible to do and left. 2 hours later I figured out all out myself—but of course was still limited with the cameras.
Fast forward to this week—I finally relented to get the cameras working and signed up with Telus Custom Security. I was promised everything would work—but I still can’t get my see the water valve automation on my account. The cameras are all back—but now I am limited to 2 for onboard recordings—whereas I could record on all 5 before.
So they’ve fixed some things—caused other problems—and signed me up to a 5 year contract at 2X the price. I only went ahead because I was assured everything would work but issues persist.
The thing is, in all cases ask someone has to do was check the box in the portal to allow my water valve and additional cameras, but no one seems competent enough to do it.
This is endlessly frustrating—I’ve spent at least 40-80 hours of my own time dealing with. Whether it be calling in, troubleshooting with technical support or techs, or figuring things out on my own.
I’m honestly ready to take all my business (cell phone, TV, internet, security, online security, home phone) somewhere else if someone competent can’t step up—apologize on behalf of Telus—keep their promises—and make everything right!
