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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
  • 1934 Views
  • 0 replies
  • 1 kudos

Security Account number Issue

I recently registered for a home security system and ordered a tech to come set it up. The texts I received stated that I needed to set up my HomeSecurity account before they arrive. It tells me to the download the Homesecurity App and log in.I downl...

ShuiYu by • Neighbour
  • 526 Views
  • 3 replies
  • 0 kudos

Faulty Fire Detector

This afternoon/evening we had 8 false alarms coming from the Fire Detector. The monitoring centre representative tried to connect me with technical support/service but in all cases, nobody answered. We need this problem addressed and rectified. These...

WN143 by • Neighbour
  • 388 Views
  • 1 replies
  • 0 kudos

Arm House from Door Pad

How can I set my alarm to arming away when I lock the door from just the PAD? We've had Vivint previously and we had that option and with the Telus system it arms away even with locking the door from inside.

Security - Email notifications

Hello, I have contacted the Security 5-6 times regarding the ability to get emailed notifications for my bill. My Mobility bill comes through, but not my Security bill. The emails are the same for both accounts. Each time I call I am assured that it ...

Yan92421 by • Neighbour
  • 676 Views
  • 3 replies
  • 0 kudos

Telus Security

When Telus employees can't answer my questions regarding my alarm service and I ask for a tech to come to our house they refuse and just say they are transferring me to Customer Service. Well Telus Customer Service means you wait on the phone for hou...

laine1 by • Neighbour
  • 342 Views
  • 1 replies
  • 0 kudos

Resolved! Wireless Doorbell Camera?

Is the doorbell camera wireless? Specifically, does it run on a battery or must it be hardwired to the house. My house currently does not have a doorbell, so if it must be hardwired, does Telus do the install or do I have to hire an electrician?

1TSC by • Neighbour
  • 911 Views
  • 2 replies
  • 0 kudos

Resolved! Graffiti on Telus box by our hedge.

Hi. There is a Telus utility box on our boulevard that is constantly been getting more graffiti added to it. It is starting to look quite ugly. What is the process for getting Telus to repaint the box?

Duffer by • Neighbour
  • 1064 Views
  • 5 replies
  • 0 kudos

Resolved! Door sensor went missing

Hi,I just had Telus security installed a week ago and I realized my door sensor fell off my door and I don't know where it is...is there a way I can find it? What should I do in this case? Thanks,Eunice

Euniceee by • Neighbour
  • 454 Views
  • 1 replies
  • 0 kudos

5 to 10 second wait on doorbell camera?

Newly installed system, with doorbell camera, and it takes 5 to 10 seconds when someone is at the door for the screen to show the live image of the door camera. Is that normal? WiFi speed test on panel shows 400mbps. The lag is so great the device is...

Networks by • Helpful Neighbour
  • 717 Views
  • 3 replies
  • 0 kudos
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