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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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  • 1 kudos

Resolved! Security alarm message “ communication error”

Ever since this past ice storm my alarm has been having a problem with communication signal. It seems it happens early in the morning. In the past Telus would reset and everything is fine. This problem used to occur once or twice a year. Since this p...

Resolved! Door to Door canvasing

Had a door to door guy come across and said he was from Vancouver Telus. Didn't show credentials. Had a busted up iPad that he was using. Selling a full home security system and internet packages. He had a Telus golf shirt on. Seemed scammy as he did...

BearLost by Neighbour
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  • 0 kudos

Resolved! Q2 alarm panel mater code

Hello. I was just wondering if there is a way to get the master code to reset my Q2 alarm panel back to factory specs. I wanted to install it to my existing Telus security system that I currently have. Thought I could use it in my garage. I brought t...

Robcar by Neighbour
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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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  • 1 kudos

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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Resolved! 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

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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  • 0 kudos

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...