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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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  • 0 replies
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info'[email protected] - is this a scam?

My husband received a phone call from someone claiming to be a Telus sales rep. Husband asked them to email the promo details and received them from the address in the subject line. Is this real?

Rpauls by • Neighbour
  • 250 Views
  • 1 replies
  • 0 kudos

Resolved! alarm siren for 5G panel

I am told by Telus there is no compatible outside siren for 5G platform. Well that is not good enough. My old 3G platform had a lovely LOUD siren outside my house. Surely it can be connected up to the new system with a little thought. 5G sends a sign...

ljgill47 by • Neighbour
  • 248 Views
  • 1 replies
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Cancelling Home Security

After being a loyal customer for over 20 years I am at a crossroads with Telus. Almost 2 years ago I got the smart thermostat and doorbell camera. The thermostat never worked and after 6 phone calls over the past almost 2 years we removed it and put ...

ADT contract not honoured

We had a contract with ADT that stated that all my equipment would be serviced and upgraded as needed. I recently received a letter stating that my 3g panel was outdated and I would need to upgrade my system. I was under the impression that my origin...

F3 Networks

Can anyone at Telus confirm that they have contracted F3 Networks to install the fibre-optic network on Craigflower Road in Esquimalt?

Mikieb by • Neighbour
  • 369 Views
  • 2 replies
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Cyber security breach on my TELUS smart camera !?

Hi there, everyone,So the last of the night, I decided to turn my camera off for a few days because I heard of some voice coming from my indoor security camera saying “hello” i’ve never even given anyone permission to access my home security network ...

Adatt868 by • Neighbour
  • 240 Views
  • 1 replies
  • 0 kudos

Resolved! Utility Box Wrap Request

Hi @telus ,I’m wanting to get the utility box beside my house wrapped as I’m building a laneway house and the utility box will be near the entrance. Can you please assist me with making this request. The location is 35th and Highbury in Vancouver. Th...

SHamill by • Neighbour
  • 225 Views
  • 1 replies
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Your SmartHome Security services have not yet been linked!

I recently saw a thread titled "Your SmartHome Security services have not yet been linked" which is exactly the situation I am in. I have an appointment tomorrow, I received a message to have the SmartHome app downloaded and logged in. When I log in ...

DanielG by • Neighbour
  • 253 Views
  • 1 replies
  • 0 kudos

Collections

I did my routine bring it back program for a new phone back in November 2023. Everything was normal, I have been a customer for 5 years with Telus. Almost a year later I received a letter in the mail stating that my account had been sent to collectio...

Dj123 by • Neighbour
  • 280 Views
  • 1 replies
  • 0 kudos

No Caller ID

It is a real problem for me that when there is a call from the security centre regarding an alert there is no Caller ID indicating that it’s from Telus Security Centre. Instead it just shows up as a 1-855 number. I think that I am not the only person...

Sueprice by • Neighbour
  • 247 Views
  • 1 replies
  • 0 kudos
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