Control Panel Lithium Battery Bulging!
When the overheating occurred yesterday and the control panel went offline including the radio at the same time; Telus did not call to inform me of this critical failure. It was only today (approximately 24 hours later) that I received a push notification that something was wrong but still no phone call alerting me that the system was completely offline for an extended period. The panel is cool to the touch and after keeping it unplugged for sometime and then plugging it back in, it will no longer power back on. This is the third incident in a short period that made me question the reliability of the Smart Home platform. I called support and expressed that I would like to cancel citing these lapses in security and was told I would have to pay a $700 cancellation fee. I asked about fixing the control panel instead, and was told that there’d be a $200 fee just to come out plus whatever the cost of fixing/replacing the panel happened to be. I was placed on a long hold and the call disconnected. Later I inspected the control panel; the large backup blue lithium battery had bulged so significantly that it bowed the white backplate of the control panel! It’s now buried in a foot of sand in a bucket in the backyard. I’m taking it to an e-waste facility for proper disposal tomorrow. Now my choices are pay $200 plus whatever the cost is of a new panel that is apparently predisposed itself to be the cause of a house fire or cancel and be out $700 but still have a home.
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.
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 ......😂😂
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.