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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
  • 428 Views
  • 0 replies
  • 1 kudos

Video device not working - Telus tech is overseas

Hi, I have reached out to TELUS on 2 occasions now; on hold for over 5 hours. My app keeps losing connection with the camera. The first time I was able to access my camera by changing my password and using Alarm.com to access the camera. Now it is do...

jgroutley by • Just Moved In
  • 217 Views
  • 1 replies
  • 0 kudos

Resolved! How to unsubscribe from Telus Security email

How do i unsubscribe from the marketing emails and setup emails for this service I did not want but was forced on me as part of my renewal. I will never use the service as i told the representative but needed to add it for the package...

Control panel cellular problem

Our control panel today reports that there is a cellular problem. Cell phones here are working fine. I tried calling the ADT/Telus service number, but I gave up after 5 minutes on hold.

Fenichel by • Just Moved In
  • 242 Views
  • 2 replies
  • 0 kudos

Smart devices

Hi just a question, I have been offered by Rogers a cheaper plan (WI-FI & tv) but I have security camera, thermostat and garage door phone access. We are on the trial period of Rogers right now and I saw that the camera and garage door does not work ...

Door to Door sale

Hi, Signed up for home security in Sept 2023 from an agent. He gave me an interesting offer 1GB Internet, Home security( 5 door sensors, 2 motion sensors, 2 cameras, 2 door locks, 1 door bell, smart panel ) for $100/month + tax and $400 bill credits....

Nickrao by • Just Moved In
  • 258 Views
  • 1 replies
  • 0 kudos

Unable to connect cAmera

Hi, My front camera always says There was a problem connecting to Camera . Please try again. i called customer service once and they fixed it. But it keeps giving same error after few days. I am tired calling customer service always. No issues with b...

Nickrao by • Just Moved In
  • 212 Views
  • 1 replies
  • 0 kudos

Smart security camera

It’s been 7 business days and I haven’t received my smart home security camera yet. I just called on it and they said it would be another 5 days. Just wondering how long it was for anyone getting their camera and where you charged for time you didn’t...

Dwebb by • Neighbour
  • 571 Views
  • 7 replies
  • 0 kudos

Downed wire

A few minutes ago, I called Telus about a downed wire in front of my house next to the road outside of my property. I told them that I don’t know if it is a communications wire or a BC Hydro wire and asked if it was safe. I was told I should pull the...

Mantarraya by • Friendly Neighbour
  • 373 Views
  • 3 replies
  • 0 kudos

Bug in Smart Arming - doesn't disarm

Smart Arming doesn't seem to be working properly - system doesn't disarm as scheduled. In Telus SmartHome app, from home menu, select "Security System", then select "Smart Arming". Turn on "Goodnight" setting, "Arm Stay my system between xx PM and xx...

Tony1000 by • Organizer
  • 319 Views
  • 2 replies
  • 0 kudos

panel communication error

Last week I got an automated call from Telus Home Security telling me that there was a 'communication error' with my panel and asking me to call them. They called me a second time while I was listening to the first automated message and they also cal...

NicoleT by • Just Moved In
  • 240 Views
  • 1 replies
  • 0 kudos
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