I’ve been a TELUS customer for over a year, and it’s been the worst service experience I’ve ever had.
First, the smoke alarm has gone off three times for no reason. TELUS never calls to confirm, and the fire department shows up anyway. I’ve spoken to the fire chief, who confirmed this is a known issue with TELUS systems. Second, I was told by a sales rep that smart locks had landlord approval and that neighbors already had them installed. Months later, the landlord issued a notice saying all locks had to be returned to the original ones, or tenants would be charged. Now I’m paying for a device I can’t use.
Third, the technician promised a smart bulb for my front door but didn’t have one on hand. He said he’d return—he never did. Fourth, the doorbell is unreliable. It rarely connects, doesn’t alert my phone, and has no audio most of the time. I’ve missed multiple deliveries because it doesn’t work when pressed. Despite several service requests, no one has ever shown up. I’m paying $69.95/month for a system I can’t use. I have two guard dogs, so I can’t even arm the motion sensors inside. What exactly am I paying for? I’ve now replaced the system with a full Blink setup for under $400, including a doorbell that works properly. TELUS gave me two Wi-Fi extenders just for the doorbell—even though my router is 50 feet away—and their equipment doesn’t even support 5GHz. It's outdated and unreliable. I’ve reported this to the BBB and CRTC. If I’m billed for the fire department responses, I’ll forward the invoice to TELUS—this is not my fault. Worst of all, TELUS refuses to send technicians to fix problems but continues to send door-to-door salespeople—even to existing customers already using their system. It’s unacceptable. Avoid TELUS SmartHome at all costs. You’re better off with Blink cameras from Amazon—they’re affordable, reliable, and actually work.
