TELUS - SmartHome Security

Service is a joke and they are not honest, was told I was getting a $1500 system if I signed up. After 2 years of paying for it and 2 more years paying an exorbitant monthly fee I have been told that I have to return all equipment as it was only a lease. Not only that, but they are demanding I return equipment I never received in the first place.
So after wasting 8 hours on the phone for them to cancel my system as I am selling my place, they not only cancelled it a month too early but were not capable of reinstating it.

Hi everyone, I am sharing my story in a few different sites in order to make sure people are aware of what could happen. When we moved to our first house, a Telus representative came to our door as they were moving service to the area and offered promotions and deal packages. Though due to it being our first house, and with car thefts and robberies on the rise. We took the package for a security system. The package was offered as 2 cell phone lines, and security system which offered discounts due to the promotion. Fast forward 3 to 4 years. My wife gets a call from a collection agency stating we owe $2,500 for Telus for security system. I want to mention that the promotion was sold to us as a package all inclusive price. However, when confronted Telus. They stated that the security system is separate and hasn't been paid since it was installedn3 to 4 years ago. Our first remark was how can that be the case? We pay our bill monthly when it comes in. The Telus representative begins to state the home security is a separate bill. So we then asked how have we never seen this bill? There is no email, no letter, no phone call of any kind stating we are behind countless thousands for a service we had installed 4 years ago. The Telus reprentative states they don't call if your account is past due. How does that make any sense? If we miss one phone bill we get a phone call stating we haven't paid. How has 4 years gone by with no notifications of any kind? Now my wife got hit with a $2500 charge and is on her record for 7 years. She was distraught. We have a new born, our mortgage rate went up by a 1000$ a month. We are barely scraping by to survive. I will never, ever, return to Telus. Better believe I will share this story to as much media as I can to warn others. I canceled my services a day after this incident as well as family has cancelled and explained their disgust with what had occurred.

Learned a big lesson in signing a contract with Telus.

Telus wrote me in 2023 letting me know my older system would no longer be supported as the 3G network in my area was being deprecated.

I called and was given a quote for a new service and told that the old system will work up to the end of the year

I decided to go with a Ring system so I could keep control of the entire network and called Telus to let them know I wasn't going to go with a new system and service with them in January 2024

Telus is now charging me for the remained of my contract, without providing the service ("cancellation fee") as they now state that the system will work until the end of 2024, even though they told me the current system was about to be deprecated, thus breaking the original agreement

I'm trying to work through their channels to have this reversed, but it's not working.

I'd never sign a contract with any of Telus' lines of business again

We were Telus Alarm customers and decided to upgrade our security cameras. When technician found upgrade wasnt compatible he cancelled the upgrade but Telus cancelled our entire alarm monitoring! When we tried to get the monitoring reinstated they said they couldnt do it for our hard wired system even though they had been monitoring our system for several years. It was their error and they wouldnt fix it.

Worst technicians and customer Service ever! We were told one thing by a door to door sales rep, which made sense. Once the tech came and installed the equipment it was horrible, sticking sensors on to our mesh windows, even though we told him no???? The tech also stuck sensors in areas of our house with out asking, only for us to remove them and have it damaged the paint on our walls.

Initially we were told Telus would take over our existing equipment as the sales rep promised. Instead the tech removed everything including our thermostat replacing it with theirs. Due to the crappy and amateurish work we cancelled But now customer service is saying that they will remove their equipment but not restore us to what we had!!!!!
That would mean we now have to pay someone else to restore us.

I cant understand how Telus could be so greedy and dishonorable. They want to offer us credits after we told them we dont want their 3 year service. They don't appear to care about customers only sales. I need this resolved.

Worst customer Service ever. I've been waiting for 6 weeks to get cameras installed. The job had be be rescheduled 5 times: they didn't not bring required equipment, can't do the job as requested with customer service. Excuses each time, each time a different as if there is no communication between customer service and technician. This morning I called again because of "no show". The lady said you don't have to yell, I can hear you. No apologies from any of those agents. I think they don't get training on how to deal with clients. Today (again) the technician came with only one equipment.

This company is an ABSOLUTE NIGHTMARE to deal with. The degree of incompetence and unprofessionalism is just beyond. You will spend hours on end talking to incompetent people at call centers and they will never be able to solve any of the issues. STAY AWAY from this company!

One of the worst security system and customer service. I Will never recommend them to anyone. It was a nightmare being with them.

I wish that I had read these reviews before I signed up with Telus. It is absolutely the worst customer service I have ever experienced. I have spent hours on the phone, when I finally get a call from a call centre there is so much background talk that I can hardly hear. My first problem was with a false alarm incident that was never properly explained. I inquired about installing another camera at the back of the house, but Telus would not send a technician to advise on the feasibility of doing this without a charge. Finally, there was an a problem with one of the sensors, they sent a new one, which we had to install ourselves. Four hours after it was reactivated, the same thing happened again. More phone calls, more waiting. The prompts do not even allow you to state your problem. Don't ever deal with Telus.l

Customer service is very poor. I was on the phone for 55 minutes and talked to four different persons and everyone was asking the same questions. No one was helpful and did not solve the issue.
I would never ever recommend Telus home security to anyone. Very disappointed.