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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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Alarm went off and I received no phone call

I was at work and looked at my phone noticing I received an email 2hrs ago that my alarm went off.I quickly checked my cameras and saw everything was fine. (false alarm from the motion)I'm very upset I didn't receive a call about the alarm from the r...

Resolved! Results Satsfaction Guidelines

Hello All I am new to Telus and have been unable to locate Results Satisfaction guidelines. The link is not working. I have contacted support. In the meanwhile, can someone email the guidelines to me or provide another way to access this information

Backyard Camera doesn’t always record

We’ve had our security system for a little over a month and it hasn’t worked properly since day one! Our backyard camera records maybe 65% of the time. We have done the trouble shooting ourselves, called into Telus and did the troubleshooting with a ...

Why do I have to fix everything I pay for?

Competition stimulates innovation. Unfortunately for Telus all their innovation is centred on making the customer do all the work technicians did in the past. I assume this move helps increase profits. But some people are ill equipped to fix their ow...

Laurie3 by • Neighbour
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SkyBell remote doorbell

Our video SkyBell isn't loud enough to hear in the basement ( with the TV on) or in the back of our house.The volume is set at Maximum on our panel. Is there a remote device available compatible with Smart Home Telus securiry? I really don't want to ...

Shirley4 by • Neighbour
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  • 2 replies
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Resolved! Refund

I received a text msg supposedly from Telus saying our latest check resulted that you;ve been overcharged on past telus bills. to obtain a reimbursment, please reply RefundIt then takes me to A "telus" log in page and lists financial institutions I c...

Steed by • Neighbour
  • 1935 Views
  • 1 replies
  • 0 kudos

Security billing

I have contacted Telus 4 times now in regards to them billing me. I no longer live at the billing address, and have told them that numerous times. They told me it was canceled, yet I’m still getting billed. Equipment was returned as well. Getting no ...

Doorbell camera notifications non-stop

Hello,I'm getting non-stop motion/video notifications from my doorbell. I have it set to doorbell push only, Mon-Fri, and "Do not send notifications that occur within: 45 minutes". If someone is standing on my door step, I'll get 20 notifications in ...

CThomas by • Neighbour
  • 1556 Views
  • 1 replies
  • 0 kudos

Extremely Rude Door To Door Sales

Earlier I had two Telus sales guys knock at my door. I’ve had rude sales people door knock before but these guys take the cake. The one guy kept hounding and actually said I can slam the door on him if I don’t want to continue listening. Telling them...

Wall mounting smart home control panel

Hi there,I have a installation scheduled, I would like the control panel mounted, I have a place directly above an outlet - I want to put the power cable in the wall, will the technician be able to facilitate that? Or would I need to do it myself?

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