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Very Unclear Service
I had a horrible experience with the Telus. I had a 2 years contract with telus from Jan1st 2024 so it will be expiring on 31st Dec 2025. On 1st Jan 2025—when I moved into my current address, I upgraded my wifi speed from 1gb to 3gb. THIS IS WHERE THE PROBLEM HAPPENS. A staff who came to install the wifi said I’m elgible for Home Security System (a little camera) with no EXTRA charges. He said it will be available as a free offer till the end of my contract. I declined the offer since I didn’t need it but he insisted me to take the camera because it was a free offer. Later, they shipped a camera to my address. I checked what it was and put it back in their box. I didn’t use their so called home security system. Now, I’m going to move out from the current address and contacted to Telus to cancle all my services since the contract is ending on Dec 31st. And they said there is a cancellation fees for Home Security System and the service is from Dec 2024 - Dec 2027. For 3 years? I didn’t even ordered their home security service and they made a contract for 3 years. I was so confused because I only accepted it because a Telus staff said it was a part of my wifi plan and it was free till the end of my 2 years contract. I contacted to Home Security Department and they said I had to pay. That doesn’t even make sense. Now I have to pay something I didn’t even use it at all. I’m not going to pay for it and I need actions from Telus asap. Telus need to come clear with their complicated offers and train their staffs to make valid offers.
Noise problem at Telus building - 826 Yates St
For the past 13 days there has been a constant loud noise coming from the rooftop of the Telus building at 826 Yates St, Victoria, BC. It sounds like a vacuum cleaner. It's been going non-stop 24 hours a day. You can hear it from down at street level. I've contacted Telus 3 times about it (various different people/departments) but they don't seem to have any way of contacting the building as apparently the building is temporarily closed(?). The phone number for the building has also been disconnected. The building is locked to the public. So it appears that no one is aware of this noisy equipment issue as I'm assuming they're all working from home during the building closure. I've been advised by Telus customer service to contact the property manager for the building, but they don't know who that is and there's no contact info for a property manager on the door of the building.
Monitoring Centre never calling for alarm triggers
We just switched from Bell Smart Home monitoring to Telus and I could not be more unimpressed. So far we’ve had a few triggers by accidentally opening the doors without disarming, also my dog barking at home triggered the glass break sensor when we were gone. But the issue is we never receive a call from the monitoring centre either by phone or at the panel. When I was with Bell it was within 10-15 seconds there was someone on the panel asking me for my verbal password which made me feel safe and secure. Not once so far with Telus which is weird because all I hear is Telus owns the ADT security which Bell was subbing out from Telus, how can the owners have worse service??? Currently on hold trying to connect with an agent AGAIN to explain this issue. I either want this resolved or I want out.
Cannot log into ADT and account information does not appear in myTelus
I just received a paper bill from Telus security saying I needed to update my payment info. I own my gear and my service has always been with Telus. But I have to log into myadt.ca - which now says they have no one with my information on file. I can't find my identification number because I need to find it on myTelus - but the login system on the app says it is currently experiencing problems. I just want to pay the bloody bill and i cannot get into any of the information so i can get my login info. I HAVE BEEN A TELUS CUSTOMER WITH ALL MY SERVICES FOR 30 ODD YEARS BUT THIS IS DRIVING ME CRAZY. I have now been on hold to Telus Customer service for 90 minutes. Honiestly, there are other security services. This is not worth it. How do i get in contact with an actual human? PS. I am noisy. ANd i am about a complaint with the CRTC.
Updating payment info for my Telus Home Security (formerly ADT)
I cannot link my Home Security (formerly ADT) account to MyTelus. I do not have the account number, and my login credentials from ADT do not work. Can anyone help? I have not been able to find a way to recover my ADT info, or find my Telus account number.
Unfair $200 service charge
I was a long-time Telus customer but left four years ago because the service kept getting worse. I recently decided to give them another chance and signed up for home security. Three months in, I’m already regretting it. My front door sensor showed an issue on the panel, so I called support. After several repeated reset attempts, the agent decided the sensor was faulty and sent a replacement. When the new one arrived, another agent still couldn’t fix the problem and said I needed a technician. She also warned I might be charged $200 if it was “my fault.”Since Telus installed everything and I hadn’t touched anything, I agreed. A security system that doesn’t work is useless. The technician spent almost two hours here. He couldn’t get either the original or replacement sensor to connect at first. When he finally got it working, he told me there’s a known issue where the sensor can take a long time to communicate with the panel, and that phone support isn’t aware of it. He also warned me that even though the issue wasn’t my fault, Telus would still charge me the $200 and I’d have to fight to get it refunded.Sure enough, my next bill shows a $200 service charge for a problem caused by Telus equipment, Telus installation, and Telus support. Dear Telus, why? Why are customers being billed for issues your own technician confirms aren’t their responsibility? Why should customers gamble on fees just to get a system they’re already paying for to function?Three months into service and I’m being charged for equipment failure. This is not how you win customers back.
Can't login to SmartHome+ on the Web
Very frustrated with the overall experiance and setup of my Wireless internet, and now my Cameras. The Apps on the phone are insufficient, but thats another story. I need to set up the motion sensing area for my video, and this can only be done on the Web, av the app. When I log into mytelus, and make my way to "Safety", and the HomeView manage link, it provides me a login. It provides me with 2 links. Continue with your current login. This option provides a new login screen, to which I enter my credentials, then it refreshes with another login screen, to which after entering my credentials again, I get an error saying I'm logged into another session and must log out before I can log in. The second option is to Migrate your credentials now. When I click this option, it comes up with an error page. I am unable to properly setup my new system and monitor. seems ever app and system does not work and takes considerable effort. Beside the wireless internet having to go through 3 towners to get an effective signal (the app and compass providing one of the worst towers to use), to the MyTeuls app, that when loging in, provides a normal screen for 3 seconds before refreshing to what appears to be the start of a refresh with the "thinking" circle just starting and locking, where I can't do anything.. even left it for an hour and no update.. deleted, reinstalled, over and over.. seems every app and system at telus is broken.. This is literally the 4th day of trying to get a simple wireless internet and 2 cameras functioning. and I have over 30 years of IT experience.