I had ADT years ago but hated the service. Since I am a Telus costumer I decided to give it another try. I am so far not having high expectations. It took me over an hour and a half to order on the web site. First off It kept freezing on my phone so I tried my PC, it was buffering forever on the PC. I logged out and logged in again, when logging out I noticed the price was less for non Telus customers. I finally figured out there was a switch I had to click on to say I was a customer and wanted my $10 off. I find this mechanism very sneaky and it made me loose trust in the system. Why would I need to click this off when signing in to my account tells you that I am a customer, and when non customers get the discounted price. I tried selecting my preferred devices and it kept defaulting back to the ones I did not want. I finally got my package the way I wanted and noticed that it is a 5 extra charge monthly to have a guard sent , why bother having a monitored system when no one is even going to respond to an alarm? I can get the notification on my phone without you having to call me so it makes no sense. I would just self monitor but there is no option to do that and still have window and door sensors. I reluctantly went through with my order. Today, I got a call while at work I could not answer. I got an email stating that I should phone back a phone number with no area code. I tried the number on its own and with my area code and neither number worked. I finally looked up another number only to call it to find there is more than one hour wait time. At this point when I do speak to someone I am just ready to cancel the whole thing. I was hoping service would be better but I haven't even got the alarm in and I am already as angry as before. We canceled our service because of poor customer service and I feel like we are heading in that direction again.
January - last edited January
Hey there, we're sorry to hear about the negative experience. I'll be happy to provide additional info to help you out!
In regards to the $10 monthly discount, this applies to customers who bundle SmartHome Security with their existing or new mobility service.
In regards to our guard response, it is an additional service which sends a certified and trained guard to your home to verify whether an intrusion alarm is a true event or a false alarm. This doesn't replace the police services. You can find more information about that here: https://www.telus.com/en/support/article/smarthome-security-guard-response-service-explained.
In regards to your additional accounts inquiries, feel free to give our SmartHome Security team a call directly at 1-855-255-8828 or send our social media team a private message on our official TELUS Facebook account
or a DM on our TELUSSupport Twitter page.