What happened to 4G home security?

[kdterlesky]

We had the 3G cellular home security system.  A master panel upstairs, a subpanel for a suite downstairs, smoke detectors, door sensors, etc.  Telus took over our local security company, then I received a letter last year that 3G is going to be phased out in Canada. It told me to contact Telus to upgrade our system to 4G.  I did call and they promised to replace the entire system at no cost to me - great!  But what they installed is a WiFi system, that could not have a sub-panel downstairs for our separate suite's door that the tenant uses.  So now, we have limitations on when we can set the alarm when leaving the house, and the tenant has control (with their phone app) so that they don't set off the alarm.  As well, the WiFi has gone out several times since we switched to Telus last June, leaving us unprotected.  What happened to Telus' 4G cellular based home security?

[TELUS_Support]

Have you spoken with our SmartHome team directly about these issues?

[Charles78]

honestly, what is the point of talking to a team member at this point when none of you gives the same story and every time someone says they will call back, they never do and it's nothing be empty promises and conflicting stories. 

[kdterlesky]

Going to type a quick test as each effort results in my reply being wiped out saying I "need to be signed in to access this part of the community" even though I already am

[kdterlesky]

Well, since that worked, YES. I have contacted Telus.  The agent I talked to said that subpanels would no longer be offered.  I explained our situation that we needed a subpanel for the suite and the agent forwarded me to Customer Loyalty.  That agent said they would be able to accommodate us with our WiFi system and scheduled an appointment. The tech installer that arrived, wasn't sure what they were there for as they knew that our system could not have a subpanel as there were too many conflicts.  They were irritated that Customer Loyalty had told us the wrong information, and inferred that we were lied to.  This leaves me with two options: have Telus honour the original agreement of a 4G system, or go to a different security company. 

[TELUS_Support]

@kdterlesky There's definitely an opportunity for better communication on our end. We'll try to get this sorted for you. We sent you a private message to collect some info. 

[Charles78]

From what I can tell, Telus is not interested in former customers. It's two months I try to get my system updated and reading your story is making me think that maybe I should just give up and start looking for another company. 2 months ago they were upgrading for free now they want 1500$. There is clearly a lack of communication within the team and it does not bode well for the future. 

[kdterlesky]

Yes, it seems that Telus has expanded too fast to too many areas (Security, eHealth, etc) and cannot keep up with the promises/contracts made.