TELUS - SmartHome Security

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.

Tricked my mom who is a senior citizen. Terrible company with no ethics. Don't use.

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.