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Just cancelled home security
I was a happy TMC customer and purchased my own equipment. Telus took over and I’m not happy with the service. I’ve had my alarm trigger accidentally twice and Telus never bothered to call to check on it either time. So why am I paying them? TMC would call with 20 seconds. They haven’t incorporated my account in to their home security app even though the account is linked. I’m sure they’ll quietly increase fees and continue to not actually provide service. Thankfully the cancellation process was easy and I got a confirmation email that my service will be cancelled at the end of my billing period. All this is making me reconsider my mobility service as well. I don’t have usable service at home and rely on wifi calling.
Lack of Technical Support
I am an old ADT customer transferred to Telus after their purchase of ADT. My security system is Honeywell Lynx Plus model L3000. My system needs service, either to replace a defective door sensor or reprogram to eliminate a Zone. Contacted Telus mid September to request service, given a ticket # and was told request would be escalated. After approx. a month of no contact or service call I followed up. Told the service call was NOT escalated, unable to find a technician who knows how to service my system. New service ticket prepared and promised the request would be treated as urgent and escalated. Several follow ups, still cannot find anyone who knows how to service my ADT system. Now almost waiting 2 months for Telus to find a technician who understands the ADT security system. It's a 15 minute reprogram job. No problems with ADT service, no problems with Telus service 6 years ago but today no one available. Where can I please find help ?
Cancelling is unreasonably difficult.
The process to downgrade or cancel services is absurd and unreasonably difficult. you have to call placed on exceptionally long holds no callback service is offered This is very obviously an international practice not in the customers best interest but here simply to result in undue fees of unwanted servicesSecurity System Issues
A couple issue with the fake monitoring security system Telus offers and why it’s definitely not worth the money / a scam mine is currently failing at 845 pm and there is no on who can help and only chat bots who are trying to schedule calls for tomorrow if your system comes off Telus actually does nothing except calls the police who may or may not come this system is complete junk and you should just go buy your own at the store especially as canceling or tech support is non existent
missing camera
We were contacted and told we needed to upgrade our security system. The technician was booked in and arrived on Monday. He asked if we had received the cameras from Telus for him to install. We had not. He did the installation of the sensors, doorbell and panel. He said when we receive the cameras to text him and he would come to install. There has been no sign of any shipment from Telus. When I called yesterday, I spoke to two different people, both were on speaker phone and I could not understand their muffled speech, words cutting out, and dogs barking loudly. One put me on hold for an hour. I requested a callback and that was out of service. I tried a different phone number. The second person said the camera had not been ordered and I was put on hold again for another hour. So 2.5 hours of my day, and I still did not get through to the security customer service. I don't understand why the onus is on me to resolve this and waste more of my time for something that was not dealt with properly by Telus to begin with. Meanwhile we are without a camera when we are paying for video security. We have been longtime customers of Telus for decades and have all of our services with them, but the customer service is causing us to reconsider.
Understanding Z-wave device settings
I have 2 Aeotec Siren 6s the I have added to my telus smart home devices. Does anyone have any experience with the multiple settings that telus shows you when you go to modify device? I just want to use them as additional sirens, not doorbell or any other function. Thanks
Telus not returning calls for help
I have had a problem with my home alarm since late August and have been unable to get Telus to engage to correct the issue. Using emails from previous issues, I managed to get onto the customer [email protected] service but again, emails are just ignored. I have now been through two members of that team who call and then just simply don't respond to follow up emails. I know the emails are being received as I get the auto acknowledgement. This forum seems to be the only way to escalate any issues?Not all heroes wear capes___CYRILLE__
In short, I bought a different property and the new owner that bought my old one asked me to transfer the Home security account to his name so everything will stay in place. I spent hours talking with incompetent reps, explaining over and over exactly the same thing. Telus sent me $634 bill cancelation fee. I knew I was unlucky and some "have no clue Rep" cancel my contract and I called back for clarification. I have to deal with this loud, coercing and threatening lady. Telus call back was on 26th of October at 4:06 pm Alberta time and lasted for 1h, 40 mins and 25 sec. She tells me that if I get home security at my new home, she will wave my fee, I asked if she's blackmailing me. Then she starts being loud telling me that if I don't pay, Collection agencies will come for me, the invoice wasn't even due, I never said I won't pay it, just looking for clarification. This Lady has absolutely zero skills regarding customer service. However, the following day on 27th of October I called again at 4:52 PM Alberta time call lasted 40 mins and 29 seconds, but I was lucky, I got this gentleman name Cyrille, which he took the time to listen to me, to check the history, to analyze, to express fearless his opinion regardless that he is Telus employee, I was very excited to talk, to know that someone like him is real person. Not only kind and understandable, but actively looking for solution and asking pertinent question.Cyrille told me, "I am a Telus customer too and I don't want this to happen to me". How awesome is that! Mister CYRILLE gave me a hope that there is still professional and people that love their job at Telus.I hope Cyrille will get a position where he can train reps Customer service skills!Thank ank you Sir! You restored my faith in Telus