TELUS - SmartHome Security

Extreme difficulty getting Telus to come on site for service call, even though I have a service contract with them. They decided to stop providing support for ADT Pulse systems when they purchased ADT Canada, but kept on charging me for a service contract. Services managers refuse to return calls. Will be taking them to court.

Our Telus home security system stopped working on a Sunday. For 2 hours, I waited on hold to speak to a person to get someone to our house to fix it. After 2 hours, they closed and cut me off. I am cancelling this service immediately. The system broke down periodically. They close up at 10 pm and no one answers the phone. Worthless company.

Telus took over Brinks and equipment did not work any longer. Waited on hold for over an hour on 3 different calls. Finally got tech support and they were useless, couldn't even get me access to my account online despite working with me for 90 minutes online. My equipment died and 3 months later Telus delivered an envelope to my door saying equipment was offline and they had been trying to notify me. Complete bull crap. They know my number because collections are trying to get money. I would contact them but I don't have unlimited hours to spend on hold. DO NOT USE THIS COMPANY, THEY ARE TERRIBLE.

Impossible to get in contact with customer service representatives. Waited , transfered, call back in an hour, looking for a representative

Telus took over ADT at some point without even notifying me. They have long wait times to speak to a representative. No one knows what they are doing. They dont even know what they are talking about. They dont know the equipment I have or dont have. Their technicians have no clue what is going on. They debit money out of your account on different days without your permission. I am cancelling my service as of today! Better to go with Bell!! Tired of giving them chances. They are a waste of time

What a joke. It didnt even record when my car got taken from the driveway and doesnt record half the time Im in front of it. Useless

WORST CUSTOMER SERVICE EVER!! TECHNICIANS DONT SHOW UP!!! CAMERAS DONT WORK HALF THE TIME!!! DONT GET TELUS HOME SECURITY!!!

So Telus security cancelled our service by accident.

So now we have no security for 4 days until someone can come in and re install it.

They admit its their fault, but they simply dont care. They want to offer $45 credit but $45 wont secure my home.

We now need to postpone our trip so we can have security were already paying for .

When my home security company was bought out by Telus everything seemed to go wrong and technical support was very unhelpful and even after sending out a technician the problem was not resolved. I decided to cancel my service and was on the the phone for a full hour trying to cancel my account. After finally cancelling my account my credit card was still being charged for 2 months. Took me another hour to fight them to refund the unauthorised charges which they at long last did.
This is definitely not a company that I would recommend.

Ive been dealing with an ongoing issue with my TELUS Home Security system since last Monday, and the experience has been incredibly frustrating. Each time Ive called, Ive had to wait in the queue for over 2 hours just to speak to an agent, and despite the long wait times, my issue still hasnt been resolved.

Today was no differentIve been waiting for the past 45 minutes, and the system keeps telling me, "Your wait time is only 15 minutes," which is completely unrealistic and feels like a joke. The lack of efficiency and accuracy in customer service has been disappointing, and its making me seriously reconsider my choice of provider.

I hope TELUS takes these issues seriously and works to improve their customer service experience.