Vivint Security system upgrade costs and cancellation fees post-migration
So i have Vivint Security.. and while it was operated by vivint it worked amazing... in 2022 i got the entire system upgraded by vivint just as telus was taking over... Since then.. the door bell stopped work.. the door bell camera stopped working.. all my sensors co2, glass break, ect.. also stopped working... then the vivint app stopped working.... i contant vivint, they tell me to contact telus.. so i try and contact telus.. after two days i got a call from telus saying they need to upgrade my system to the new standard - and am quoted a bill of $3300 for the upgrade to a system that isnt even 5 years old yet. So i say i cant afford that and ask them to to cancel the account and come disconnect the system, as if i am paying that much i might as well get a reliable system that will last 5 years.... He then informs me that it is my responsibility to disconnect the system (even though i have no security or electrical skill sets what so ever).. if telus sends a technician they will charge me $1700 to disconnect the system.... if i dont do either.. they will charge me $2300 for the equipment (even though to my knowledge i already paid vivint the entire system cost when i had it installed.. so why would i be charged for it again?)... so he tells me i might as well pay the $3300.. (oh and the monthly fee was going up by another $20 a month too) and a new contract. So in short - Telus disables all my sensors, refuses tech support without an extremely pricey upgrade that telus forced and sign a new contract for a higher service fee....or threaten to charge me me between $1700 and $2300 to cancel the service Way to make me want to stay a Telus Customer... Anyone else getting scammed like this? Looking to raise the $1700 so i can cancel all my telus services..
Free Telus Camera
Two weeks ago I called Telus to move my account to a new address and arrange a tech install. The Telus representative on the phone said they were going to send me a "free camera", they never mentioned a cost or it being for a security system. I straight up told him that I have my on security system and they said no problem, it's free anyway. I've had issues with my Telus internet and current value of my plan, so I called back today. I was just told that I am paying $18/month for a home security plan for a camera that I have no intentions in ever using. Spoke to their Loyalty team and they said they would reduce my bill, but it sounds like they are keeping a reduced payment for the security camera, but overall i get a better deal then if I remove it. Something still feels wrong. I don't want to be charged for a piece of hardware I will never use and I don't want to have Telus home security on my plan. Is Telus taking a look into their own practices here? This seems highly unethical. I've had to spend 3hrs on the phone and I may need to drive to a Telus center to drop off hardware. How come a Telus rep can easily send you a "Free Camera" and sign you up with a service but it's extremely difficult to remove that service? This treatment is enough for me to remove fiber and move to another provider all together.SmartHome+ App ideas
Been using the Android SmartHome+ app with my outdoor camera for a year and have some suggestions. Posts like this should be out in the open for comment, not hidden on a Support team list. 1 - Detection needs to be improved. When I scan through clips I see that my wife left the house and apparently never returned. No, it wasn't a foggy day and she didn't come in through some other door. I wonder what else was not captured in video? 2 - Classification is useless. The 90% case is one person walking to the front door, perhaps with a bag. Those get classified as Person, Person and Motion, or Person and Animal. There was always a Person, always Motion and never an Animal so what's the criteria? One clip said Package when something was on the porch for over a day, and a person just walked past it. It didn't get called Person or Motion, just Package. ALL of those classifications are effectively the same as "Something was seen". 3 - File management is clumsy. For whatever reason I may have 50+ recent clips saved. I'd like to be able to select many of them and delete them all at once. Just like in File Manager: click on one and shift-click on another to select those two and everything in between and then just hit delete once. 4 - Temporary ignore. If we're going to be in the camera's view doing something I don't need 50+ clips of us doing that. I want to tell to tell the camera to stop recording for the next {variable} number of minutes - 30, 60, 90 - some selection from a list. After that timer expires, start paying attention again. 5 - Reboot. As a troubleshooting step I'd like to be able to use the app to tell the camera to reboot itself. That saves me having to get a ladder and climb into the attic to find where the camera is plugged in to power cycle it. That's my fault for installing it there, but still, it would make things easier. Other ideas for improvements?Vivint to TELUS SmartHome: Complete downgrade, do not switch over!
I had a paid off Vivint system. I agreed because TELUS represented the replacement as an “upgrade” and a “1 to 1 replacement.” That is why I allowed my existing equipment to be removed. After install, I learned that not only am I tied to a 3 year contract, but the recording setup was not equivalent. My Vivint system had continuous recording through equipment I already owned. TELUS told me I would need microSD cards in each camera to approximate that function. This is a downgrade sold as an upgrade. There are more examples of how this system doesn't meet the mark. I escalated. TELUS said they would review the call recordings. They also pointed to the 30 day cancellation window, while telling me I would need to remove the TELUS equipment myself and return it by Canada Post. So TELUS gets weeks to review its own sales calls, but the customer’s cancellation clock keeps running. My questions for TELUS: Is this actually a functional 1 to 1 replacement for legacy Vivint systems with continuous recording? Were customers clearly told before installation that continuous recording may now require separate microSD cards per camera? What exactly happens to paid off Vivint equipment after the swap? If TELUS misrepresented the replacement, why is the customer responsible for removal and return risk? Will TELUS pause or preserve the cancellation window while it reviews the call recordings? Will TELUS send a technician to remove the equipment if the complaint is non equivalent replacement? This is about conscenting through misrepresentation. “Upgrade” and “1 to 1 replacement” are material claims. Former Vivint customers should demand clear answers before agreeing. My Vivint equipment was superior, and had I known what I know now, I would've happily walked away without home monitoring support.
TELUS inherited my Vivint equipment — now wants me to pay to replace it
TELUS inherited my Vivint equipment — now wants me to pay to replace it Bought out my Vivint equipment in full in 2021. Own it outright. 37 sensors, doorbell camera, smart lock — the works. Month-to-month monitoring at $33.04/month ever since. TELUS's "sunset" offer: $1,000 credit toward a ~$2,000 replacement system, plus my monthly fee jumps to ~$50. So I eat $1,000 in hardware costs and a 51% rate increase — for a platform decision that's entirely TELUS's. I don't need anything new and my system works just fine. My ask is simple: if Telus wants to replace the equipment, they can do so - at their own cost. They are obligated to maintain the agreement they acquired when they took over Vivint. Anyone else dealing with this? CCTS and Alberta Consumer complaints are drafted and ready to go — hoping to resolve it here first.
Telus jasco pro series smart plug does not work with the automation features
I have a jasco pro series smart plug from telus, the automation feature of the plug does not work properly despite setting up a rule for it. I have talked to the smart home tech support on the phone many times and no one has been able to find a resolution for me. They keep asking me to try the same troubleshooting steps, such as removing plug from app and re-adding / repairing it, or removing the rule and set up rule again in the automation setting in the app. The device was even swapped out with a new one without any fix on the automation feature. A factory reset to the automation hub by pushing the factory reset button on it for 30-40 seconds was also attempted as well as simply powering down the automation hub and turning it back on. I feel it has to be a software or app issue that has nothing to do with my troubleshooting but the reps I spoke with don't seem to believe that. I am hoping that if it is a potentially wide spread issue with anyone else other than myself, then wouldn't that mean an escalation / ticket needs to be supported so that the manufacturer / developers of the app or plug can investigate why there is a failure to automate the device? Am I just doomed with hoping to get the automation to work? I am able to turn on the plug and off manually in the app, just not with a rule. Does anyone else have this smart plug and also experience a similar issue or is this a one off issue with myself? I was not able to come across any other topics on this on the telus forums or even reddit itself. Are there any telus representatives / staff that monitor these forums that can look into this issue for me? As I have contacted technical support probably more than 5 times now with each call sometimes lasting over an hour. I'm a fairly technical person myself, so most of the basic troubleshooting I have already done.
