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Smart Home Security Issues
First off, I don't need to post much as my home services and mobility have not cost me much grief. Now Home Security is another matter. I was an ADT customer and as we all know, Telus bought ADT and many other home security companies. This all started when I was told that I would have to have my old Honeywell system and 3 panels removed and integrated into a new Telus Home Security. I should have known better but went with the plan. A "contract" tech came and ripped out the old Honeywell 128 contact panel and installed an integrator since all of my sensors were wired direct to the main box in the basement. I told Telus that since I had 3 keypad panels, I wanted the same with the new system. They installed the LCD touch screen panels in the same place as our original keypad panels. The first major problem was these panel would fail on a regular basis and that due to the "contractor running the plug in power supply in our basement and running the power over telephone wire with very poor crimps. This was an ongoing problem with rebooting panels and panels shutting down. At some point a different contractor came out and said that some of the wire runs for power were too long and punched a small hole in the bedroom wall to run the power cable in the wall to an adjacent plug. No cutting or splicing required. My existing panels other than the bedroom have been flakey but I have just rebooted the device and it comes back to life. Please see my 2nd post for the rest of this issue. Thank you for reading so far.
Smarthome App vs Apple OS 26.1 & 2
After upgrading to iOS 26.1 for iPhone the Smartphone app stopped working on my home wi-fi. Simply get spinning logo and error message that an "unexpected error has occurred, try again". The app also reported having a connectivity issue. When I turn off wi-fi and use cellular data everything works fine. I cannot even log in to web portal on Mac under OS 26.1. I am currently using 26.2 on both but the same situation occurs. All other apps including My Telus work just fine. The control panel is connected to my wi-fi and works fine. My wife's iPhone has yet to be upgraded and it works with the Smarthome app. I contacted my ISP for Router concerns but the Router settings are working and like I said everything else connects and runs. Only the Smarthome app does not work with the current operating systems. Prior to the upgrade everything was working. Anyone have any suggestions or does Telus have to play catch up with the app?? One other fact, I can use Firefox to log in to the Telus Smart Home web portal for some reason but not Safari?Smart Home Security Issues Part 2
My garage unit has failed and will only boot to the Android logo and nothing else. I took this panel to the bedroom, removed the working bedroom panel and plugged the garage one in there and same thing. So both tech support and I agree that the panel is defective. But then I'm told that these panels are no longer stocked or supported and I have to upgrade to the latest technology at a cost of over $200 per panel so over $600 but will get a $200 credit. Also with the original contract, I was paying $22.85 per month on credit card. After my contract was up, I was being charged $28.85 per month. I didn't have a major problem with that as I was off contract and yes, some costs have increased. But now being told that my current system cannot be supported, the new system is $45 per month but they say they will give me some discounts on other home services up to $10 a month. So even if I follow thru with this proposal, my rate goes up from $28.85 per month to maybe $35 a month and I pay for panels that I won't even own. Also, I am very concerned that these "credits" on my home services are going to screw up my current 2 year contracts for home services. I cannot understand why they can't discount from the Home Security account. I see this as a upcoming disaster with home services billing Funny how this wasn't a major issue when we converted from ADT. Is anyone else running into these types of issues? I will probably call up one of the security companies that isn't owned by Telus and get a new main panel for the connections and turf this system. They really are not making any effort to keep me as a customer. Thanks for reading these lengthy posts and Best wishes for 2026.Trouble migrating credentials
I'm having trouble setting up my TELUS SmartHome Security outdoor camera. When I open the SmartHome app to try to add the camera device, it says that my SmartHome Security services have not yet been linked and that I need to link them through My TELUS, and then come back to the app. I'm trying to use the app to go to add Camera Device (Menu → Add Device→ Camera→ Outdoor Camera), but it still gives me the same message. When I log in at telus.com/login, it tells me I need to migrate my credentials. After I try to migrate, it redirects me to another page and says there is a technical issue on the TELUS website. I've tried multiple times over the past week, using different browsers and different PCs, but I'm still experiencing the same issue.Request to Waive Early Cancellation Fees – Non-Functional Security Service
I am requesting cancellation of my TELUS Home Security service with a full waiver of early cancellation fees. TELUS has sent multiple emails stating that “the system was not armed”, yet no corrective action, technician visit, or resolution was provided. As a result, the system has not delivered the security service I am paying for. Additionally, I will be outside Canada for an extended period, making this non-functional service unusable and unreliable. This request is based on failure to provide the contracted service, not convenience. Please escalate this request to retentions or a supervisor and provide written confirmation and a case number. Thank you.
Can my calls since April 2025 be reviewed ????
I have already spoke to loyalty department with no result and they said there is no where for me to elevate my concern. Moved in May 2025, was told to leave all My equipment at the old house the same as my house before….Called for the new installation for September 30th. Was going to let my contract just run out expiring in May 2026. Upon installation, was charged again for all equipment I had owned previously to the new location and was also renewed into a 3 year contract without my knowledge. Called but they said that I was advised of all this. My calls should be recorded. Why would I renew my contract another 3 years? I think maybe the call agents have sales targets. My last call with Elvis Calanche on Dec9th reassured me I could cancel on May 2026. Then this week my bill went up another $11.00 and apparently I was signed up by Elvis for Telus online security add on so I called in today and Christine cancelled this but then also advised me I’m in contract till September 2028 also asked her if my bill would go down by returning uninstalled equipment the tech left behind and she said because I have an unauthorized discount that she said my bill might go up. She also said. I’m lucky that my bill is low! Feeling very lost and confused with Telus. I only wanted to move my existing contract to another property and the representative signed me up on a new contract???? Why??Now I am stuck.
New panel, old lock
Telus recently replaced my security panel. At the same time, the technician replaced the batteries in my door lock. The lock works and I can open it with the codes etc, but it is not registered in the panel at all and so I cant lock or unlock the door in my app anymore. (So it also no longer has an audible "door locked" message) I took the lock case off and performed the reset instructions given in the app but it just won't connect at all. Any suggestions? I really dont want to have to call a technician out again.Renewed contract without consent
I have a Telus security contract 21832413 that was $32.00 a month renewing in May 2026, when I moved they said I could transfer to another address with no cost. I had it installed and then I was charged over $200 for installation then my bill went up to $42.00 a month. When I called in, I noticed my contract had been extended and renewed without my knowledge and my bill was now $42.00 a month . I called and spoke to loyalty department and Elvis Calanche said not to worry I could still cancel in May of 2026 but my bill went up by $10 a month due to added equipment. No additional equipment was added that I didn’t have at my large home from before. Then he said there’s nothing more I can do. I hung up and he emailed me both contracts. Now my newest bill is showing $52.00 a month and someone from Telus was searching my profile on LinkedIn. I want help on this matter. I feel like I have been taken advantage off and a prisoner to a contract I didn’t renew.