TELUS - SmartHome Security reviews (59)

Review for Telus Security Telus Security has been nothing short of a nightmare to deal with. Ive spent the last three days trying to get assistance, stuck on endless hold with absolutely no progress. Every time I finally connect with someone, Im asked the same pointless questions over and over again, only to realize that the advisors have no knowledge or authority to fix the issue. Thinking Id get better help in person, I made the trip to my local Telus storeonly to waste even more time. The staff there were equally unhelpful and just directed me back to their useless phone support. No one seemed to know what to do or even cared enough to try. This has been a complete failure of customer service. Instead of resolving problems, Telus Security seems more focused on prolonging wait times and passing customers around in circles. Its incredibly frustrating and unacceptable for a company of this size, especially one that is supposed to offer reliable and trustworthy security services. If you value your time, patience, or peace of mind, avoid Telus Security at all costs. This has been one of the most unprofessional and infuriating experiences Ive ever had with any service provider.

Endless incompetence of support! Current system doesnt work, called the installer that originally took care of, informed that they no longer service their equipment! Called Telus they confirmed that BUT well upgrade you and take care of the new installation and equipment! Pretty simple right! Nope. 8 weeks later plus paying monthly bill for old equipment that doesnt work with a new charge of 200.12 for new equipment that hasnt arrived! 8hrs of phone call and being on hold with endless transfers, the equipment was shipped to Quebec when I live in Ontario and that not including that they transferred me to the wrong province for correction and I I currently sit on hold after 3 hrs on New Years Eve they say Im sorry How can they protect our home when they cant even take care of updating my system after 8 weeks of finding out they no longer service old equipment??? So pisswd odf yet Im committed

When we called being notified of a needed upgrade, they had no service people to come out to help. We are seniors and disabled. We called in for assistance since we had to do it ourselves and the first agent couldn't hear us as his background noise was too loud so he hung up on us. We had to wait again for another agent who was patient and assisted us.

Terrible customer service. I was a long standing customer of ADT when Telus bought ADT and my account was transferred. I had my equipment upgraded at the suggestion of a Telus rep and was charger $1800 for this. I did the equipment upgrade in June of 2023 and now I find out that one of the sensors is positioned in such a way that in order to change the battery I will have to remove the sensor from the door frame. Given that the sensor is stuck on with foam sticky pads I would then not be able to replace the sensor on the door. To have a technician come to my home to move the sensor will cost me $175 (probably plus tax on top). This was not my fault, its the fault of the installer. Staff at the call center gave me incorrect information on 3 occasions and do not really seem to care. They have all the cards, the customer has none.

My alarm system stopped working and when I finally got through to them they said my account was SUSPENDED AND sent to COLLECTIONS over me mistaking my bill to be $1.63 less than what it was every month bringing my owing to a whopping 6.00$ and something cents. Now my system doesnt work I have to find a new system provider send this back as well as reach collections to settle it to avoid going on my credit which it already has. The worst company ever. Instead of reaching out they simply made it an huge inconvenience to fix. When I was trying to ask them if I can just pay the 6$ they said it was too late and deal with collections. The representative on the phone also was so unhelpful and told me to figure it out with collections.

The alarm system never connects to several devices. I changed the batteries in my smoke detector and first they sent the fire department even though I cleared the system and called them. - of course it took over three minutes to get through to the monitoring station. Then the panel would not stop beeping telling me that I had a low battery in the smoke detector. The girl on the phone was absolutely ridiculous !! asking the most foolish and unrelated questions when it was clearly a system error. I tested each battery when this started happening, their system could not clear this error and looking online this is very common and even the fire department said that they have the same complaints about Telus all the time.

Worst home security from Telus,had the best plan but nothing worked when there was a break in while I was on vacation & my daughter & mother in law was alone at home.

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.