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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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Smart Home App - Unexpected Error

Hi, Anyone having issues with their Smart Home App? As soon as I open it I get a message saying "An unexpected error occurred. Please try again." Can't get past this screen even when I reboot. When I login using my desktop it brings up a screen that ...

Ferrari by Just Moved In
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Resolved! living well companion fails again- l

Father tested a fall scenario as part of my effort to convince him to wear the Living Well wrist button. Dad - pushed button on wrist. The companion box said "calling for help" red light flashed on the box, green light on the wrist button. Then Light...

johncust by Just Moved In
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Telus not actually monitoring anything...

When I was with ADT if the security system went off, there was a low battery, no cell signal, or whatever... I'd get a call from ADT telling me there was an issue. Once Telus got involved... we had an alarm go off sometime in Nov of last year... and ...

24/7 Camera recording

How come we are only limited to two cameras recording onto a micro SD card? All three of my cameras have the card installed, why is there a software limitation to only allow two cameras at a time access?

judotossu by Just Moved In
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After account migration to Telus I can no longer log in to myadt.ca

We have had a wired ADT alarm system for over 20 years & would like to keep it as is. The problem is that as of the porting of the billing(?) information to Telus a few days ago, I can no longer manage things like who to contact in case the alarm goe...

fed_up by Just Moved In
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Email bill notification not working

I'm not receiving an email when my home security bill is ready. That's my only service with Telus. Email address is correct. I even tried to add text notification but when I try to save my phone number I get a generic "Sorry, something went wrong on ...

Habsfan1 by Just Moved In
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Resolved! Home security Phishing scam?

Hi, My father has been receiving calls from someone claiming to be from Telus saying that he owes money for a home security system. They have left him a voice mail without stating what his name nor address is, and only mention an amount owing. We hav...

Resolved! Home security phishing scam?

Hi, my father has received numerous calls from someone claiming to be from "Telus" claiming that my father owes Telus money for a home security system which we have never signed up for. We have never picked up the calls and they left a voicemail a fe...

Google assistant alarm dot com account

I am a vivint customer and my contract is coming up in July. One massive reason I have not decided to sign with telus yet is for over 3 years I have waited for google home integration. Still all I see is alexa, even with Amazon laying off alexa emplo...

Montell by Coach
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2FA

Why does Telus force you to use their app to track you when using 2FA instead of using something like a yubikey or a totp based app? I'm unsure why i have to be forced to use some app i don't require to secure my account?

Epyon by Just Moved In
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