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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
  • 2521 Views
  • 0 replies
  • 1 kudos

Resolved! Home security contract

I thought my contract was over or just around the corner, but today I found out that it was extended for 3 years from 2023l. I am in a situation to cancel home security service, but I would like to ask if it is possible for this to have been extended...

Sung by • Neighbour
  • 1956 Views
  • 2 replies
  • 0 kudos

home security

is it normal to be mislead into signing up for a service that is supposed to be free, but once i receive the agreement it is going to cost me $20 a month extra. is this common for telus to do this?

jparent by • Neighbour
  • 898 Views
  • 1 replies
  • 0 kudos

Can't access Security system from my phone since Feb.12/24

I called Vivant and was transferred to Telus. Spoke to a rep and they couldn't solve problem. He said that I would receive a service ticket number in my Email. Still haven't received a ticket number. Can't check my system from my phone and I am still...

Terry3 by • Neighbour
  • 736 Views
  • 1 replies
  • 0 kudos

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
  • 1232 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
  • 901 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...

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