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SmartHome Security FAQ

Here's a handy list of FAQ's that we've seen here and across our social media channels. As always, if you can't find your answer here, you can always post here in the SmartHome Security forum to ask the community! What can I do if I'm experiencing te...

A-B by • Community Manager
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Being billed something that was never installed

I never had home security installed nor did I want it but I am being billed for it. Have been trying to get help to have it removed from my account since March 12 2025. All I am getting is the run around and being left holding on phone call for 2 hou...

Lhearn by • Just Moved In
  • 11 Views
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Raising Rates...

No notification or justification, my rates have been increasing since signing up... I got a promo for signing up for 2 years and got $20 in discounts and was paying $35 +tax a month; my bill now is $50.85 with tax. Can I cancel without penalty? That ...

Contacting Telus?

I am trying to contact Telus about my Home Security account. The website says call 310- 2255. But when I dial the number I'm told that it cannot be reached from my area. So now what?

Joliver by • Neighbour
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  • 1 replies
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Cancelled my Telus ADT Security

Our wireless smoke alarm started to chirp loudly. It was ear piercing. There was a yellow alarm on the keypad. I suggested to Telus ADT support maybe it's the batteries. There reply was to charge $ 195.00 to come out. In the end they removed the $ 19...

Security scam

Has anyone else bin charged for a security system they don't have at an address they dont live at in a different province? And when you call to have ot canceled you are told it has bin by at least 100 different people in the 3 years iv bin trying to ...

M91 by • Neighbour
  • 69 Views
  • 0 replies
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Living Well Companion

Purchased a #Living Well Companion last month. Was working when I set it up, but during the suggested "test", could only get a lady who spoke only Chinese! Now, apparently, it hasn't been working for about a month! Yet I am paying for it. Just spent ...

hjmaki by • Neighbour
  • 129 Views
  • 3 replies
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Telus installer Survey Intimidation!

Yesterday I had an installer come to my home and install (upgrade) our security system. The process was one of the most frustrating experiences I’ve had in recent memory! It took HOURS for the online support to discover my email was associated with m...

Muxlux by • Neighbour
  • 99 Views
  • 2 replies
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Vivint system upgrade scheduling conflicts

I've been a Vivnt customer for years and Telus recently bought them. I've been notified that my system is too old and requires an upgrade. I've tried numerous times to schedule and appointment explaining to them that I can only be at home on Fridays....

customer service

Just curious if the extended wait time, the non responsive AI call in were specifically designed to allow customers to research other companies' systems. If so it has been highly effective... Also gave me time to send an official complaint.thank you

mak911 by • Neighbour
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  • 3 replies
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Notice to Telus to come and fix my security camera

Telus, I don't have 4 hours to sit on the phone while your employees do whatever it is they do. Come and fix my cameras and my internet. I'm paying $311+/month for a system that almost never works. If I have to phone and sit on your lines for hours I...

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