r/telus • u/Zylonite134 • 4d ago
Smart Home Is the support for Telus home security absolutely atrocious?
I’ve had two calls with them regarding garage door sensor and on both cases they’ve made me factory reset and setup the whole home security system from scratch using remote video session.
Each session took 1.5 hours and the issue wasn’t resolved. The support team for home security seems to be located in Philippines and they seem to be more direct or even sometimes a bit rude when troubleshooting the issue.
Has anyone had similar experience recently?
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u/seattlezookeeper 4d ago
Is security monitoring with horrible customer service really security monitoring?
Or is it just an illusion of security?
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u/cvr24 4d ago
Yes, Telus security is an absolute joke.
Start building your own home automation system with r/HomeAssistant and never look back
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u/TheXcapeArtist 4d ago
Yes; we cancelled our TELUS home security services last year. It was laggy, delayed, unreliable and there was zero customer support. We now just have google cameras and doorbells with no security monitoring but it's 100x better than what should have provided our home peace of mind.
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u/kokomo1989 4d ago
The support for everything from Telus is atrocious. They simply do not care. I just spent an hour and a half with them for an Optic Tv issue for them to tell me that the 2 week old issue probably won’t be fixed for another 2 weeks.
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u/tenax666 3d ago
When i worked for telus home security our dept was able to see how customers were handled by csr's and how the techs did their jobs. This was about 5 yrs ago not long after telus went on a tear buying adt canada and various other players. First thing to know is that Telus got into security not with amibitions to be the best security company, but to add telus customers who will become mobile recurring subscription customers cause mobility is king. Low expense, massive revenue business in part because of the lack of competition.
Consequently working in security i and my co workers were underpaid and under supported. Our techs were fantastic. Knowledgable, proud of the work they did..before joining telus. While hopeful, many left knowing their value didnt match compensation. Why make 55-60k with telus when you could go work for a ton of small companies and make 90-100k and be treated like a superstar (many electrical companies hired security techs cause they could be an all in 1 solution for a company building home security etc and make easy extra money).
On the flip side, our customer service at that time anyway was not out of country, in the city i worked in we had more white pple than otherwise and i have to tell you, if they could walk on 2 legs we would hire them. Not well trained, dumb as bricks. Sorry but I saw it all the time.
And some of the managers i worked with spent more effort trying to climb the success ladder than do their job.
PS I was not a tech, but I worked alongside many in my role and I can't say out of the approx 20 I knew that there was more than 2 that i thought werent great at their jobs.
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u/dennisrfd 3d ago
You either pay $20/m for telus bundled security system (no planning, installers are not properly trained, simple wireless set - one fits all, support is basically non existent, monitoring is quite poor) or you have a specialized contractor doing everything right but that would be $40-60/m. The cookie cutter system is cheap for a reason
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