Vivint Security System

[Marine1175]

I am having issues with my Vivint security system, one of my cameras will not work properly. The same issue I had a while back, and Vivint sent a technician who fixed the issue with no problem. When I contacted Telus  regarding the issue, they did the normal troubleshooting over the phone and nothing worked, same as before. This time, however, they refuse to send a technician and claim I have to upgrade all of my equipment to their equipment which will cost a lot more than what I’m paying now. Are many others having this problem? Is there any recourse other than cancelling the service?

[TELUS_Support]

Could you send us a private message with more details, such as the camera model and any error messages you’re seeing?

[Joni22]

I am having similiar issues and was provided that same response in that I need to upgrade all my equipment to theirs.  I am unsure of another recourse, but if they arent able to assist me today with my latest issues with the doorbell I will be cancelling altogether. 

[Marine1175]

I did get a call from a manager after. They are going to replace all my current equipment with theirs at no extra charge. My monthly bill isn’t supposed to go up either. It might be a good idea to get in touch with a manager. They contacted me after I posted here and I provided them with my contact info. 

[Marine1175]

Fast forward about a month. I upgraded to all new Telus equipment. They ended up charging me $400 which I had to get refunded and took about two weeks. Now I notice my bill and there is a $550 charge. So now I have to spend more hours on the phone to try and get it resolved. My experience so far has been terrible with Telus. 

[TELUS_Support]

Hi @Marine1175 - we certainly want you to have a better experience than this. We'll send you a private message to assist