Radio modem network failure

[mayop]

My control panel gave an alert of a "radio modem network failure" and after rebooting my control panel it didn't fix the issue. Vivint replaced the modem a few years ago when it failed because it was outdated (It was a 3G modem).

I tried calling the tool free number but the virtual assistant was totally useless and when I figured out how to get it to transfer to a live agent it informed me of very long wait times.

I've put off on switching to a local alarm provider in the past due to install prices but after this at least I can talk to someone about any issues. They offer the same setup with access with alarm.com.

[RCTD · Accepted solution]

Originally a Vivint customer, was moved over to Telus with the sale. Exact same radio error on our panel yesterday.  After an hour on the phone with tech support, Telus indicated that the system will need to be completely replaced with a new contract. Bumped over to loyalty when I asked to cancel. The agent was looking at an upgrade option to keep our services and costs the same…..magically disconnected and did not revive a call back. 

[mayop]

What's more frustrating for me is they cut the service on a Friday afternoon with no notice that the hardware will need to be replaced prior to that. I'm leaving the country for vacation in a few days and now I don't have an active alarm system while I'm gone.

[RCTD]

Installer earliest date was Tuesday. Replacing the Vivint equipment, 5 yr contract and costs are slightly higher than we were paying before, but no video camera. 

[mayop]

I finally got through after 3.5 hours on the phone. They said the same thing that I need to replace all the hardware and lock into at minimum of a 3 year contract. I promptly told them no and to terminate my account immediately since the service is now disconnected by them.

I have a local alarm company who will just swap the panel and use all the Vivint hardware I have. It will be $15+ cheaper per month with no contact (May be a little higher since the last time I had that quote done but I will find out next week). Plus it works with alarm.com just as vivint did.

Seen a similar post on reddit where one user posted

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A couple of months ago, a door to door salesman came by and tempted me to finally switch everything from vivint to telus. I thought it would be a simple process, but then the Telus technician came and installed new wireless sensors to replace everything I had. Seriously, their wireless stuff is garbage. The new telus system is quite bad, and I was promised the price would stay the same, well, now I pay almost double because I'm leasing that garbage they installed. Do not switch to telus, just cancel and find another company. I'm in BC, and heard about Venture 1, which will just connect to your old system.

I forgot the worst part, my wife called them to take it all back, and we found out we are locked in a 3 years contract which we weren't even aware of, have never consented to. Now I'm trying to find my agreement, which doesn't show up in my account, but Telus staff on the phone told me I didn't have to agree to it or didn't even need to be aware of it for it to be binding. Stay far away from Telus.

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https://www.reddit.com/r/telus/comments/1g4rkzo/has_anyone_not_upgraded_their_vivint_security/