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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
  • 1 kudos

Resolved! Smart Lock showing unlocked even though it is locked.

HiIt is challenging to reach support person on phone. I have been waiting from last 2 hours and no luck so far. My app and control pannel is showing my door is unlocked though it is locked. If i try to lock it using app or control panel then nothing ...

Midhasum by • Neighbour
  • 3519 Views
  • 3 replies
  • 0 kudos

Why was a Video NOT taken after my Doorbell was rung?

On my cell phone, I received a notification that my doorbell was rung. I then connected to my "Live Feed" and watched (but did NOT communicate with) a woman banging on my door and looking through the window beside the door. After about 10-15 seconds ...

legtim by • Neighbour
  • 3870 Views
  • 7 replies
  • 0 kudos

Smart Security - Can't Link to MyTelus

Long time mobility customer that recently added Smart Home Security services upon changing homes. When I log in to the Smart Home Security app using MyTelus log in info I get a message that says the account hasn't been linked to my profile yet. When ...

Cfrei58 by • Neighbour
  • 4964 Views
  • 13 replies
  • 0 kudos

Compatible SmartHome Outdoor Security Camera?

I have 'Smart Automation Plus' and would like to add an additional outdoor security camera, as this plan allows. I see a list of 'compatible products' but no camera's. Are there any that are suitable? I'm not paying $268 from Telus for a 1080p camera...

MrSL by • Leader
  • 1526 Views
  • 1 replies
  • 0 kudos

Waiting time for replacement Thermostat

It is sad that I have to wait for 5-7 days for replacement thermostat for my Vivint control system. Temp plummeting and Telus has not expedited delivery ! That sucks . Makes one reconsider. Anyone had such issues before?

Relentless Door-to-Door Sales people

Hi,We have Telus salespeople stop by our house regularly. They do not take no for an answer. Today I was in a rush and forgot to look before opening the door. I saw it was Telus and told them I couldn't talk as my two young children were arguing upst...

acros by • Neighbour
  • 2139 Views
  • 2 replies
  • 0 kudos

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
  • 1793 Views
  • 1 replies
  • 0 kudos

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
  • 1466 Views
  • 1 replies
  • 0 kudos
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