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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
  • 2475 Views
  • 0 replies
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Mobile app has delay showing open Window/Door (3-4 min)

Hi,When I open a door or window, it takes about 4 min to show in my Mobile app (or website) when I close the door, it is instantly updated. When Lock a door lock or unlock a door lock it is instant. The issue is *ONLY* when a Door or Window is opened...

Pt2 by • Neighbour
  • 1223 Views
  • 1 replies
  • 0 kudos

Alarm malfunction poor customer service

I am living a tremendous level of frustration as I am getting the worse customer service ever in my life ! Believe me ! Left on the phone for hours to get assistance, technicians not showing up after setting an appointment and much more all this this...

Close account fee of 1048cad

We were out of country and missed the security system payment. Then Telus informed me the account will be closed and added an account closure fee of 1048cad. First of all, I don’t understand what is this fee for. secondly, after 1 week I paid the bil...

Wenwen by • Neighbour
  • 890 Views
  • 1 replies
  • 0 kudos

Lack of Response to Graffiti Concern

There is offensive graffiti tagged on 2 Telus boxes located on Smith Ave between North Rd and Clarke Rd, Coquitlam. This was reported to the City of Coquitlam in mid-2023 who in turn reported it to Telus. I have also reported this graffiti to Telus i...

Real people

Do telus security have real people working for them or is it all computerized robots recordings

Johngfw by • Neighbour
  • 911 Views
  • 1 replies
  • 0 kudos

Outdoor camera recording vehicles as people

My camera is set up to record my backdoor but instead it record mostly large trucks etc driving down main street. Rarely do it record myself or anyone else going into the backdoor,

Johngfw by • Neighbour
  • 870 Views
  • 1 replies
  • 0 kudos

Faulty Smoke Detector - Replacement Required - Telus won't send it to me?

Short version: smoke detector faulty > Telus won't send me new smoke detector until I sign up for new contract Hi, I am originally an ADT customer (now Telus since last night, I guess?) and my smoke alarm has been beeping and the yellow "fault" light...

GE2024 by • Neighbour
  • 2651 Views
  • 2 replies
  • 0 kudos

Can VDB750 doorbell stream in landscape mode?

Can a VDB750 doorbell camera stream in other than portrait mode to an IQPanel 2 control panel? The doorbell portrait image only occupies 1/3 of the control panel screen, which makes it so small it is difficult to recognize a person, especially in nig...

Gyro by • Organizer
  • 924 Views
  • 1 replies
  • 1 kudos
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