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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
  • 2153 Views
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Resolved! No Contract?

Telus Jan, 2019 sold us a new 3-year Residential Services Contract with a slight "upgrade"to our existing 1999 ADT security system. Only changes were a modern touch Key-pad, one new CO detector and one new Smoke Alarm.Monthly Service includes for Mon...

jonboy by • Neighbour
  • 1650 Views
  • 1 replies
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My ADT alarm migration not eligible

I had an alarms account which was taken over by Telus and then registered in MyTelus. I have been paying ADT Telus for 18 months but could not determine who was monitoring and/or accessing my account. For a brief time this spring I had access to bill...

memw by • Neighbour
  • 1321 Views
  • 1 replies
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Resolved! Panel takes picture same time everyday

Hi,My home control panel has started to take a photo every day at 6:44pm, no matter if it's active, disarmed, wtv. And there's no event or anything to trigger it. Not sure what's happening but it feels creepy.

Sammkjones by • Friendly Neighbour
  • 5742 Views
  • 10 replies
  • 1 kudos

24/7 Onboard Recording

On smartphone device telus security app are not perfect access to 24/7 Onboard RecordUse SD Card view images and videos files. Website can view line time files 24/7 Onboard Record. Why not use on app?

Resolved! Your SmartHome Security services have not yet been linked

I have an upcoming service appointment and was advised by email to download the smarthome app. Whenever I attempt to login to my account through this app, I get the "Your SmartHome Security services have not yet been linked" message, which is followe...

vw123 by • Neighbour
  • 6355 Views
  • 4 replies
  • 0 kudos

Why is it impossible to speak to anyone at telus

Does anyone know how to remove a sensor from a security system. My Carbon monoxide is faulty and I need to remove from my devices until new one arrives. I called today, waited an hour and the individual didn't remove the sensor as it has no batteries...

MA0607 by • Neighbour
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  • 1 replies
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Resolved! Silent arming icon on disarmed screen

Hi, I woke up this morning and disarmed my security but all of a sudden there's a 'mute' icon that says 'Silent arming' floating on top of the green disarmed icon. I've never seen this before.

Sammkjones by • Friendly Neighbour
  • 5096 Views
  • 4 replies
  • 0 kudos

Telus box

Hello, We have a telus box on our front lawn we'd like to get it wrapped. Who can I contact.

Resolved! Skybell Slim Line Doorbell Camera ADC-VDB105x no audio

After having no issues for the first year, the past month there has been no audio from our doorbell camera. When answering the doorbell through the app there is no audio from the video and there is no audio from the doorbell on the other end of the c...

NDB by • Neighbour
  • 2868 Views
  • 3 replies
  • 0 kudos
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