TELUS - SmartHome Security

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.

Offered free air pods which were fake locked in 5 yrs with little info they helped with extra storage but videos are short dont follow instructions for videos which eats storage it picks up everything I've clicked not to for storage purposes still have nothing after cpl weeks and I'm locked in for 5 yrs... unhappy and will be switching
Update I love how they only respond to good reviews lol thumbs up customer service

Recommend finding a camera system elsewhere. Telus cameras are over priced and dont work well. But you are stuck if you buy em because you need the app. Incredibly difficult to set up as well. App is not user freindly and glitches out a lot. Did not prevent us from getting robbed. Only recorded for 30sec.

After spending 5 days trying to get service for my home security getting bounced around and put on hold, all I heard was Teluss sustainability plans and world hunger. Telus should actually refocus and stick to its core business and service its customers because they clearly do not.
My alarm was not functioning and over a 5 day period they tried to fix it via phone, finally they agreed to send out a technician on day 5. The appt was open from noon-5pm. I sat around all day and at 5pm when i called to find out what the status was i was told someone decided to cancel the technician and explained it could be fixed over the phone but when they
attempted to do that they couldnt. I lost 1/2 day of work and a whole
week of being on hold dealing with a different person each time. When I finally had enough and said I wanted to cancel the service they bounced me around again only to be transferred to someone that instead of quickly cancelling my service and refunding me my prepaid amount
offered me an upgrade. Telus is great on the upsell but terrible on the post sale service.

I was forced to upgrade to the new digital panel last August. I had to sign a three year contract (I was month-to-month before). The control panel failed in November and I was without an alarm system for 10 or 11 days. Well, it failed again in January. Same issue. I am totally unimpressed.

This review is for Telus Security and their Security Monitoring Company:
My husband and I got off a 14 hour flight and received alerts on our phones that our home alarm had been triggered 12 hours ago, and we had messages from security monitoring to call them back. My husband did and was told our alarm was triggered, when they couldnt get ahold of us they sent a security guard to check our home, the security guard said the house windows and doors were secure, our home was safe, must be a false alarm. We saw in our security app that the basement motion sensor was triggered first, then the front door, which seemed odd I texted my neighbour to ask if she had heard our alarm or seen anything, since we still had another flight to go before we were home. She sent photos back that were of our broken back gate, and our basement window that had the screen cut and was forced open and left wide open. She said we had clearly been broken into!! When we got home we called the police and filed a report! Someone had indeed kicked in our back gate to gain entry to our yard and broken into our house via a basement window! It was so obvious, how could a security guard have missed that if they had indeed come to our house and checked our home?! They couldnt have! They did not secure the home as they said. And our house was robbed, and left exposed, the front door was left open! It looked closed, but was open! Unlocked and open! No one checked anything! Not only did they fail to call the police when they couldnt get ahold of us as they should have - we could have been shot, stabbed, or otherwise incapacitated and needing help - they also failed again when they sent a security guard who did nothing to secure our home after an alarm had alerted them that someone had broken in! If they had bothered to look they would have seen the wide open window, or the open front door, and called the police!! The only functioning part of this security system is the alarm itself, it sounded properly when triggered and scared the intruder into rushing out with only a small jewelry box - unfortunately full of of irreplaceable family heirlooms - instead of being able to take their time and rob us blind. We live very close to a police station, if Telus/ADT had done their jobs correctly, the intruder could very likely have been caught.
To add insult to injury, when we reported to the Security Monitoring company that there had been an actual break-in and items taken at our house when the alarm went off, they apologized and said the director would call me back. That was 5 days ago, and we havent heard a peep.
We also called Telus to let them know their home security personnel failed, and they said oops thanks for telling us, and that was it.
I fully expected an apology, a follow up, an offer of increased sensors or cameras or stickers, or a discount of money back! The police told me to have a serious conversation with our home security company, because that fail show is unacceptable.
We trust the alarm, but not the company, and have to reconsider Telus Home Security.