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.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.
Lucky to get hold of Tech Support
May be other customers feel the same pain/joy to approach Tech Support. Been trying to get hold of the tech support from couple of months for the issues in cameras and every time I try to approach via the number shared by TELUS on there website my efforts rendered useless and broke my heart like M leaf's. But tried again with enthusiasm next time. After trying many times in the span of 3 months I finally got hold Tech Support not sure how, same phone and same chatbot let my call go through. What a sign of relief and joy I felt have no words to describe. Well the tech support was very nice and helped to resolve the some issues and promised to send new camera. ... continued ......😂😂
No call when alarm triggered, again.
My alarm had been triggered a few times since having this service and I never received a call. I believe this is a breach of agreement where the provider is not able to fulfill their obligation. I've seen a few other posts about this so it doesn't look uncommon. Is this still happening with others?
Reuse existing QOLSYS panel with Telus Smart Home
I'm moving into a house that already has Telus Home Security equipment's in place. It has iQ Panel and door/window sensors. Right now, when I open or close the door/window, it doesn't have the chime sounds. I have checked in the panel, in the PowerG test, all sensor have no signal, and I think that's why sensors are not pairing with the panel now. I tried to entered with installer code for advanced settings, but default code 1111 does not work. All I want is to have chime when I open/close the door/windows.
