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Ordering new system is overly difficult

Declan2013
Just Moved In

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.  

1 REPLY 1

MelH
Community Manager
Community Manager

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.