Assistance Needed with TELUS SmartHome Security and ALEXA Integration
Hello, About 72 hours ago, my ALEXA stopped responding to voice commands for my TELUS SmartHome Security. This issue has occurred before, and the typical fix was to re-enable the skill via the ALEXA app. However, I was surprised to find that it is no longer listed as a skill available for ALEXA (see attached image). I do have SmartHome+, which is an option, but it does not control my lights or assigned routines for my security system. This situation prompted me to research any updates regarding the functionality of TELUS SmartHome Security with the Amazon ALEXA service. According to your website , it is still available. *side note*: I also discovered that the link for email migration is inactive on the site. My house is set up to be controlled by ALEXA, and without this functionality, it is becoming quite inconvenient. For instance, my main kitchen light switch is . This is not a TELUS issue, but it’s a hassle to manually dim or turn the lights on and off. My household has become accustomed to using voice commands, especially since my kids are too young for smartphones, and my IQ4 NS panel does not offer a screen for control. Could you please assist me with this issue? Thank you! Jamie J.
Home Security renewed without agreeing to new terms.
Hello, My Telus home security was up for renewal and I was given a code on my bill to renew. I received an email with nothing except “your order is complete” and now I’m supposedly locked into a contract with a higher price and agreement. I was never given the opportunity to review the new price or new agreement. Nothing was sent to me.
Smart Home Security Issues
First off, I don't need to post much as my home services and mobility have not cost me much grief. Now Home Security is another matter. I was an ADT customer and as we all know, Telus bought ADT and many other home security companies. This all started when I was told that I would have to have my old Honeywell system and 3 panels removed and integrated into a new Telus Home Security. I should have known better but went with the plan. A "contract" tech came and ripped out the old Honeywell 128 contact panel and installed an integrator since all of my sensors were wired direct to the main box in the basement. I told Telus that since I had 3 keypad panels, I wanted the same with the new system. They installed the LCD touch screen panels in the same place as our original keypad panels. The first major problem was these panel would fail on a regular basis and that due to the "contractor running the plug in power supply in our basement and running the power over telephone wire with very poor crimps. This was an ongoing problem with rebooting panels and panels shutting down. At some point a different contractor came out and said that some of the wire runs for power were too long and punched a small hole in the bedroom wall to run the power cable in the wall to an adjacent plug. No cutting or splicing required. My existing panels other than the bedroom have been flakey but I have just rebooted the device and it comes back to life. Please see my 2nd post for the rest of this issue. Thank you for reading so far.
Can my calls since April 2025 be reviewed ????
I have already spoke to loyalty department with no result and they said there is no where for me to elevate my concern. Moved in May 2025, was told to leave all My equipment at the old house the same as my house before….Called for the new installation for September 30th. Was going to let my contract just run out expiring in May 2026. Upon installation, was charged again for all equipment I had owned previously to the new location and was also renewed into a 3 year contract without my knowledge. Called but they said that I was advised of all this. My calls should be recorded. Why would I renew my contract another 3 years? I think maybe the call agents have sales targets. My last call with Elvis Calanche on Dec9th reassured me I could cancel on May 2026. Then this week my bill went up another $11.00 and apparently I was signed up by Elvis for Telus online security add on so I called in today and Christine cancelled this but then also advised me I’m in contract till September 2028 also asked her if my bill would go down by returning uninstalled equipment the tech left behind and she said because I have an unauthorized discount that she said my bill might go up. She also said. I’m lucky that my bill is low! Feeling very lost and confused with Telus. I only wanted to move my existing contract to another property and the representative signed me up on a new contract???? Why??Now I am stuck.
New panel, old lock
Telus recently replaced my security panel. At the same time, the technician replaced the batteries in my door lock. The lock works and I can open it with the codes etc, but it is not registered in the panel at all and so I cant lock or unlock the door in my app anymore. (So it also no longer has an audible "door locked" message) I took the lock case off and performed the reset instructions given in the app but it just won't connect at all. Any suggestions? I really dont want to have to call a technician out again.Renewed contract without consent
I have a Telus security contract 21832413 that was $32.00 a month renewing in May 2026, when I moved they said I could transfer to another address with no cost. I had it installed and then I was charged over $200 for installation then my bill went up to $42.00 a month. When I called in, I noticed my contract had been extended and renewed without my knowledge and my bill was now $42.00 a month . I called and spoke to loyalty department and Elvis Calanche said not to worry I could still cancel in May of 2026 but my bill went up by $10 a month due to added equipment. No additional equipment was added that I didn’t have at my large home from before. Then he said there’s nothing more I can do. I hung up and he emailed me both contracts. Now my newest bill is showing $52.00 a month and someone from Telus was searching my profile on LinkedIn. I want help on this matter. I feel like I have been taken advantage off and a prisoner to a contract I didn’t renew.
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
