Security Devices Not Working Long Support Calls

[sv_user]

I have an ADT by TELUS home security account, and some of my security devices are not working properly. I spent most of my day on the phone, being transferred from one department to another a total of five times! The phone call durations were 30 minutes, 45 minutes, 2 hours, 15 minutes, and 45 minutes, respectively, before I finally decided to hang up. I have been a customer for 5 years and recently noticed an additional $5 monthly maintenance fee, despite not being able to get the system maintained.

Options:

1. Cancel account and shop for other providers, such as Bell.

2. Stop payment until the issue is fixed, then let TELUS reach out to me

[TELUS_Support]

Hi there, we will send you a private message. 

[sv_user]

The issue remains unresolved. I did not agree with the proposed solution, which requires me to upgrade the equipment I have already paid for to the newer version supported by TELUS. This would not only entail purchasing new equipment but also committing to a new 3-year contract. Having been a TELUS customer for five years, I feel it is unreasonable to sign another contract simply to ensure my equipment functions. Furthermore, I was informed that TELUS does not support or replace my existing equipment because it is considered a legacy product from ADT, despite the fact that I purchased a lifetime warranty when I first signed up. To add to this, I am being charged an additional $5 monthly maintenance fee. My only option now is to cancel my subscription with TELUS and find a new provider that honors their agreement.