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.
Jammers.
I was away from home for 10 days with my Telus app on away. Yet when I returned I found the grouts in my bathroom dirty when I had left them chloroxed and when I went to vacuum 2 days later Oct 19th, the cannister was filled with dog hair when my dog was groomed in September. Can people with jammers bypass home security? How can I check activity Oct 6 to 17?
URGENT: My Payment Arrangement Was Honoured — Yet My account was sent to collections.
I am extremely frustrated and disappointed with how this situation has been handled. I made a formal payment arrangement with your team, and we clearly agreed that if I paid a large amount upfront, my security would be reactivated and I would be able to finish out my contract. I followed through on this agreement and paid over $1,000 exactly as instructed. Despite fulfilling my end of the arrangement, my account was still sent to collections immediately afterward. This is completely unacceptable and shows a serious lack of communication and accountability on your end. I upheld my commitment in full, and I should not be punished for doing exactly what was agreed upon. I expect this to be corrected immediately and for my account to be removed from collections without delay. i also can’t get ahold of anyone or get a straight answer and management doesn’t call back when they say they will.
Renovations
I am going to be conducting some renovations in the near future and these will likely interfere with the telus home security system, especially the lock/deadbolt and sensors on the front door. What is the procedure for this? The door itself is to be replaced with a new one. Do we need a telus technician to reinstall all the security hardware? What is to be done from the software side of things? Do I just disengage the entire system until the renovations are complete? Thanks
over paid account
Good morning , I accidentally over paid my home security account while paying bills on my online baking just over $800!!! I did it back in August 2025, i didn't notice till close to the end of August . ive been calling them to get a rebate check and still got nothing, how long does it take? I still have an active account and im still getting a monitoring bill. I have tried to call but cant get anywhere with them . what number can call to get some answers?
TELUS Door to Door Salespeople Question
Hi, we had two salespeople - looking like they were in their early 20's, one male and one female - arrive at my door today (20th of October). I forgot to verify their IDs but they were selling a bundled Telus ADT phone/internet package that included home security. There have been some scams in the neighborhood and I wanted to make sure they were legitimate. Did you have two agents doing door-to-door sales today in the afternoon, in the streets surrounding Southworth Street in Welland, Ontario?Representatives refuse to let me cancel my services
I would like to cancel my internet, TV, and smarthome services. I’ve been calling for hours and transferred between over a dozen agents, no one has been willing to help me. They keep transferring me to dead lines and hanging up on me. This is extremely unacceptable, can someone please help me.
Doorbell cam and SmartHome app not connecting
About a week ago, I noticed I wasn't able to view my doorbell cam's live feed from the SmartHome app - I was still receiving notifications and could view clips, but nothing live, just an error message saying the live feed couldn't be loaded. I double checked that my phone was on the same wifi connection as the doorbell, then restarted my phone and I still got the error message. I uninstalled the SmartHome app, and when I entered in my login, it told me that my Smart Home Security services haven't been linked and to go to my Telus account. I have linked my security account as the door bell has been running for several months now, but when I go to the SmartHome Security section in my Telus account I get an error message saying "we're experiencing trouble connecting to the server at this time. Please try again later." Has anyone encountered this issue or have any tips on how to solve it? I'm hoping to avoid calling in 🤞