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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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Can’t use the SmartHome app after getting a new phone

Hoping someone reads this and can help. I am listed as a user on the SmartHome ap security system with Telus and the account is under my husband. The ap worked no problem with my Telus login for me as a user until I got a new phone. We even moved hou...

Grayling by • Neighbour
  • 781 Views
  • 3 replies
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security

Does anyone know how I find out if I have ordered a security system or not. I can't seem to speak to anyone. I thought we ordered a system Thursday Aug 22. No one has called to say if/when it is supposed to be installed. The message I do get does not...

Resolved! Outside Security Camera

I’ve found it incredibly frustrating trying to leave a Google review for Telus, but I feel it’s important to share my experience.In April 2022, my husband signed a 3-year contract for Telus Home Security at a promotional rate of $15 per month. Unfort...

kmtac by • Neighbour
  • 533 Views
  • 1 replies
  • 1 kudos

ADT Security Contact Info

I was sent a letter that my alarm needed updating for Telus to continue monitoring. I have spent hours on phone trying to get an answer on how to do this. Got through once and transferred a couple times. Finally found my account and said someone from...

Why is it so difficult to get through to Telus Home Security?

Got a recent letter from Telus HomeSecurity about them retiring the 3G network. Tried to call them to discuss as noted on the letter. Waited for 46 minutes for someone to answer and when the phone finally started ringing like someone was going to ans...

barb72 by • Neighbour
  • 1413 Views
  • 10 replies
  • 1 kudos

Set up

I have received an my home security in a box,is there a video that shows you where and how to install itThanks

Pratt63 by • Neighbour
  • 332 Views
  • 1 replies
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Security control panel not connecting to internet

My control panel or app for Home Security is just not connecting to my wifi network (provided by Starlink). I have followed all video instructions and been on phone/video call with the Telus tech support for an hour! Since then, I have repeatedly mad...

SandyS by • Neighbour
  • 459 Views
  • 1 replies
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Resolved! Problems With GoControl Garage Door Operator

OK here is a complex problem even Telus tech support could not solve to date. Installed a GoControl to operate my garage door opener by using my Telus home security iphone app so could monitor while away and operate via iphone. Following Telus online...

Biglar by • Neighbour
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  • 1 replies
  • 0 kudos

Can’t get thru to security

Received a vm from 1855 844 8435 about a monitoring incident at my house along with an incident no. Message says they are looking for a team member but I just sit on hold. Gave up about 20 mins. I can’t get thru to discuss this incident!!

Cathop by • Organizer
  • 488 Views
  • 2 replies
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new home with security already installed

I recently purchase a home with Telus smart security installed. The previous owners did not transfer the account to me and they did not give me the codes. Can I get access to this system somehow?

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