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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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Resolved! Downed wire

A few minutes ago, I called Telus about a downed wire in front of my house next to the road outside of my property. I told them that I don’t know if it is a communications wire or a BC Hydro wire and asked if it was safe. I was told I should pull the...

Mantarraya by Friendly Neighbour
  • 667 Views
  • 3 replies
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Bug in Smart Arming - doesn't disarm

Smart Arming doesn't seem to be working properly - system doesn't disarm as scheduled. In Telus SmartHome app, from home menu, select "Security System", then select "Smart Arming". Turn on "Goodnight" setting, "Arm Stay my system between xx PM and xx...

Tony1000 by Organizer
  • 601 Views
  • 2 replies
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panel communication error

Last week I got an automated call from Telus Home Security telling me that there was a 'communication error' with my panel and asking me to call them. They called me a second time while I was listening to the first automated message and they also cal...

NicoleT by Just Moved In
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  • 1 replies
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Anyone else?

I called to get my cameras replaced (which the wires to my outdoor cameras were cut by accident during renos) and ended up being roped into new equipment ie. smoke detector, panel, glassbreak etc. My understanding was that new cameras were going to b...

Arming camera on demand

I know you can set up a schedule for the cameras indoors to be armed, is it possible to arm them on demand? For example should i need to go out, I woudl like to arm the camera

mike76 by Organizer
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  • 1 replies
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Wrong Charges - Getting Bills from both ADT and Telus

Hi,I was ADT customer and moved to Telus home security. Telus never informed ADT that I am now moved to Telus. ADT is still sending me bills. Now they gave my name to collections department and they are sending me emails and calls. When i call ADT, t...

Resolved! SmartHome app - No push notifications while enabled

Since I installed my new phone I'm having troubles with the notifications. I DO get 'Action by Any User' push notifications. I really want the 'Unexpected Activity' notifications back. - Everything in the app is enabled- My phone (new and old one) is...

Doorbell cam audio

Hello all. Hopefully someone can tell me why my ring doorbell cam no longer has audio?! Ive checked all settings... the volume is all the way UP yet my video clips have no sound. Even when my doorbell is rung, i can not communicate with whomever is a...

harassment

I have asked and asked and asked TELUS to STOP harassing me; I DO NOT want to hear ever again about Telus Home security. The links all say I must disconnect from ALL Telus communications to stop the Home Security harassment. I still have 3 cells, one...

bJanowicz by Just Moved In
  • 820 Views
  • 4 replies
  • 2 kudos

How to remove a sensor from panel?

Almost rid of all my services with Telus, an hour to order a new sensor, I'm at two hours try to remove my defective sensor. No help online, calling them is a royal joke. I have the sensor number and all that jazz, how can I remove it from my panel t...