Outdoor Camera not triggering at all events of activity.

[2065AG]

I  just had this system insalled this week, and already am disappointed.  The camera only seems to be triggered by half of the activity events that occur - what's the point of a security camera if it doesn't pick up everything it's programmed to?  How do I fix this frustrating problem?

Thanks,

AG

[El-Eric · Accepted solution]

Hi @2065AG - I recommend going here: https://www.telus.com/en/support/article/manage-recording-rules

There are clip limits per month so the camera recording 24/7 will just consist of you having to delete clips all day long so I recommend playing with the recording rules that work for you.

[2065AG · Accepted solution]

We had the thing installed two days ago, it has 10 clips on it and is nowhere near the limit. It only triggers at SOME of the activity in our yard.  If it were full to capacity then surely it would just keep deleting and keep recording, rather than being selective over what it records or doesn't.  I reset the rules and nothing works, it doesn't even save my new instructions.  It doesn't do what it is supposed to do so is totally unreliable and useless, and a waste of my time.

[dj_forde · Accepted solution]

a camera in our front yard did not record some footage of which we need and would like to get as soon as possible.

[TELUS_Support · Accepted solution]

Gotcha. Send us a private message and we can discuss options, thanks.

[Curvyncute · Accepted solution]

I am having this exact issue.  No where near my clip limit and camera triggers only some of the time when I KNOW someone has been on my front porch for a delivery, etc.  I have checked settings and everything is set to record but camera is not triggered. 

[El-Eric · Accepted solution]

Hi @2065AG - I recommend going here: https://www.telus.com/en/support/article/manage-recording-rules

There are clip limits per month so the camera recording 24/7 will just consist of you having to delete clips all day long so I recommend playing with the recording rules that work for you.

[2065AG · Accepted solution]

We had the thing installed two days ago, it has 10 clips on it and is nowhere near the limit. It only triggers at SOME of the activity in our yard.  If it were full to capacity then surely it would just keep deleting and keep recording, rather than being selective over what it records or doesn't.  I reset the rules and nothing works, it doesn't even save my new instructions.  It doesn't do what it is supposed to do so is totally unreliable and useless, and a waste of my time.

[El-Eric]

I could engage our escalations team to assist with the issue. I'll send you a message to see how we can help!

[Curvyncute · Accepted solution]

I am having this exact issue.  No where near my clip limit and camera triggers only some of the time when I KNOW someone has been on my front porch for a delivery, etc.  I have checked settings and everything is set to record but camera is not triggered. 

[TELUS_Support]

Hi there @Melinda1 we want to help. Please send us a message and we will do our best to help

[Curvyncute]

Via this email?

[princessa]

I experience the same issue. Had the sytem for  a few years. Now all of a sudden the doorbell camera does not record all activity. And, no, we have not reached the monthly limit in recordings and photos as I delete things on a regular basis. movement. Yesterday it recorder early in the morning, and then nothing until kids came back from school. During the in-between time, I had people coming to the front steps to pik up some items which I left - there were 3 people in total - no recordings at all. In the evening (it was still bright and sunshine outside) an Amazon package was left on my front steps (no recording of the driver dropping it off), few minutes alater someone stole the package (no recording at all), next few minutes we returned home (yes,  all of a sudden there is a recording). I called tech support - the guy was useless and told me my internet signal is too weak and there was no device to send the notification too which is BS because my phone is connected to receive every notifications. I asked to have a technician send over to fix it, the guy said Telus will charge me $150! Pure BS! I'm paying for a broken system and Telus will not even move a finger to fix it! The guy told me that I could "play" with the settings to have it adjusted or move my router to get a stronger wi-fi signal. Again, what a BS! I asked to speak to a manager - he transferred me to another tech support, who apparently changed something in my settings. It did not fix the problem - still very limited recordings of motion in front of my door. But to my surprise now everytime a car drives by the house in the evening, my doorbell rings. Yes, it rings by itself which is so annoying. How ridiculous is that. I can't stand this nonsense, non-existing tech support. You pay them each month but if something does not work they expect you to "play with the settings" to fix it yourself. Top notch frustration!

[A-B]

Hello. I'll send you a private message to discuss options, thanks.

[princessa]

I experience the same issue. The doorbell camera does not record movement. Yesterday it recorder early in the morning, and then nothing until kids came back from school. During that time there were people coming to my front step and no motion was recorded. Later an Amazon package was left on my front steps (no recording), few minutes after someone stole the package (no recording), next few minutes we returned home (yes, there is a recording). I called tech support - the guy was useless and told me my internet signal is too weak and there was no device to send the notification too which is BS because my phone is connected to receive every notifications, and my kid's phone too. I asked to have a technician send over to fix it, the guy said Telus will charge me $150! Pure BS! I'm paying for a broken system and they will not even move a finger to fix it! I asked to speak to a manager - he transferred me to another tech support, who apparently changed something in my settings, and since then, everytime a car drives by the house in the evening, my doorbell rings. How ridiculous is that. I can't stand this nonsense, non-existing tech support.

[dj_forde · Accepted solution]

a camera in our front yard did not record some footage of which we need and would like to get as soon as possible.

[TELUS_Support]

Hi @dj_forde - we hear you. Please send us a message and we will look at some options

[dj_forde]

Hi, as mentioned in my post I am trying to recover video from Sunday 21 July 2000-2100hrs.

thank you

dan

[TELUS_Support · Accepted solution]

Gotcha. Send us a private message and we can discuss options, thanks.

[Curvyncute]

Where/how do I send a private msg?  If you could just have someone call me that would be great. 

[TELUS_Support · Accepted solution]

Hey we've sent you a private message. Please check your inbox

[Melinda1]

I have been having the same issues and had it installed in April.  Once again Telus has failed to deliver what is promised!  And unfortunately talking to someone is useless because they know they have you locked in for a period of time so really don’t care 😔

[TELUS_Support]

Hi Melinda we want to help so you can enjoy your service for a long time. Please send us a message and we will do what we can to resolve the situation