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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
  • 2411 Views
  • 0 replies
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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
  • 1391 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
  • 638 Views
  • 1 replies
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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
  • 950 Views
  • 3 replies
  • 0 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
  • 768 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
  • 511 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
  • 647 Views
  • 1 replies
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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
  • 1074 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
  • 596 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
  • 1873 Views
  • 8 replies
  • 0 kudos
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