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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
  • 1931 Views
  • 0 replies
  • 1 kudos

"Error loading page" with Telus SmartHome App

I just migrated to the Telus SmartHome system from the old ADT system. The new Telus SmartHome app was working for a few days and now it won't load and I got a blank page just say "Error loading page". The app is already the latest up to date version...

jleung by • Neighbour
  • 536 Views
  • 2 replies
  • 0 kudos

Door to Door Canvassing - Hamilton region

Hello, did you have someone in the Hamilton Locke street area (specifically townhouses around 100 Beddoe Dr) on July 18 around 6 PM? Rep had an ID badge but no cards available.

aaaaa91 by • Neighbour
  • 404 Views
  • 1 replies
  • 0 kudos

Viewing App videos

My doorbell captures a video, open the app using my phone connected to Telus 5G network, choose video to view, spinning, spinning, spinning. Over 2 minutes and no video to view.If I connect with WiFi it's a far faster response time. What's missing fr...

Gramps by • Organizer
  • 516 Views
  • 1 replies
  • 0 kudos

Escalating Complaint

Hi does anyone know how you can escalate a complaint: I am trying to get a camera installed. Initially, the representative who sold me the plan mentioned that most services were included. However, this has not been the case. Each time I speak with so...

bhavya23 by • Neighbour
  • 808 Views
  • 1 replies
  • 0 kudos

Resolved! Home security is down

I've been trying to get a tech come over and look at our panel, FOR OVER A MONTH NOW! Technical support for home services doesn't pick up the phone, the AI one the website doesn't support any security related questions, there is not a single phone nu...

OlgaL by • Neighbour
  • 816 Views
  • 2 replies
  • 0 kudos

Doorbell camera video and motion detection problem

My Doorbell camera has issues with colour, it shows and records defective images (like black and white with some green colour) even in day time. And motion detection doesn't work at all the time. I did troubleshooting many times and it didn't work. I...

Vladlen by • Neighbour
  • 446 Views
  • 1 replies
  • 0 kudos

Norton on-line security

One day last week, on a landline, I telephoned our bank and spoke with a representative to resolve issues accessing my account. While on the phone I was also on-line following instructions. The issues were resolved. Two days later I tried to log in a...

Olympus by • Friendly Neighbour
  • 1363 Views
  • 8 replies
  • 0 kudos

Resolved! Utility Box Wrap Request

Hi, We have a Telus box outside of our building (#2032 in Campbell River on the 300 block of S. Island Hwy) that we would like to custom wrap. I understand that Telus doesn't have a cabinet/utility box wrap program, but if we paid for the wrap design...

Motion sensor replacement

I’m trying to help my next door neighbour. She is in her 90s and cant deal with your service people in the Philippines. She got a low battery message on a motion sensor. I had previously changed a battery on a door sensor. After changing the battery ...

Discrepancy in Billing

Hi Everyone,We recently installed the Telus Smart home security system. The rep told monthly price would be around $50 plus tax but I am being charged for the equipment on telus easy payment. Telus rep mentioned the equipment fee will be waived off f...

vi by • Neighbour
  • 434 Views
  • 1 replies
  • 0 kudos
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