TELUS - SmartHome Security

I have been a TELUS home security customer for 15 months. I called the customer service to report problems with the backyard and front yard cameras requesting for a technician visit. After spending 100 minutes on phone, trying to troubleshoot to the extent possible, no request has been registered and no call back happened.

Telus cut my old alarm panel power cord and spliced in their own. I can no longer return the old panel this will cost me $450.

I would never recommend home security from Telus. Paid $1300 to install new contact points fro doors and windows. Security system Never worked, have been getting faulty messages! technition came 4 times, never resoved it. never heard from telus home security. This is how they deal with customers on home security, in the meantime they kept sending invoices for my monthly payments.... Terrible...terrible. DO NOT SIGN UP WITH TELUS. I cancelled the service and went with a smaller provider

We joined this company 5 years ago, when it was ADT and things were great. As soon as Telus bought then, thing started going downhill. The slightest change to the system is almost impossible. The people on the phone are mostly not in Canada and totally clueless and unhelpful. Often, you end up spending hours on the phone haggling with them, as they transfer your call around to other people who have no idea what you said to the last person. If you ask for a manager to call you, they say you get a call in 24 hours. Then no one calls, or if they do, the so-called manager is just as clueless and has no idea why they are even calling you. We are now actively looking for another company to change to. I definitely recommend against going with Telus. It gets a 0 out of 10.

Worst service ever. Half of the times not even working.
Totally regret it and if I want to stop it I have to pay still for every month. Just stay away

I have a door access lock that was installed by ADT, now Telus. It's not working and I called the sales rep who did the update to our system when it became Telus. He said he didn't sell security systems any longer and he didn't know who I should call (he's at a different division at Telus). I called the main number - I am an existing customer, pay a monthly bill - and asked for contact information to reach my new rep. I was told that would have someone call me and I couldn't have a contact number. I told them that it was urgent. I asked what if a rep didn't call me and she said, I'd need to call the main number and they'd escalate the request. This is crazy. I did not get a call and I will find someone to do the work, other than Telus.

Asked for a specific device for the backyard gate - never received it. Was promised video capability for the back and front yard - only works in real-time. The app is difficult to use for the Thermostat schedule and set points. Wishing I would have just bought the pieces on my own and set up my system with no monthly charge for a company to not do anything.

Sales people came around dinner. Pushy and said we could have service work on garage. The only selling point we had. When installer came we were told it would not work with Garage despite previous telus rep ensuring us itbwould. I pay for service for door but not what we wanted it for. Been disappointed. Have tried to contact support in past but no help.

Once the zones for recording are set up the cameras do a decent job of catching movement. No matter how many times I adjust the notifications I still can't see the camera saved files unless I physically go into the saved section and review the sub par recordings.

Overall it's better than buying amazon cameras and throwing them around the house but I expected much better interfacing and service when I paid for the system. Next time I'll be going to a dedicated security service.

Rural internet provided by Telus is dismal at best. The camera lost connection to the WiFi and Telus would not send a tech to assist. Without internet, I had no security camera and had to use cellular data (surprise, overages) which I didnt feel was right to charge considering their internet was failing. The argument went around and around. Ended up with a new Internet provider. Cameras are just ok, often miss vehicles driving in. Alarms, sensors etc all work as expected.