Telus SmartHome Issues

[Michelle28]

I signed up for Telus SmartHome with our internet renewal as the agent told me she was able to provide a promo price on the internet and home phone plan, if we signed up for SmartHome, also at a promo price. Seemed pretty good at the time as the overall price was quite good with camera subscription. but no where in the phone call did they mention that we had to pay $5 a month for the entirety of the contract just for the rental of the camera.  and to add on top of that, My SmartHome+ app does not send me notifications when there's motion in the frame. AND when I try to manage the homeview settings in my Telus account, it says its not linked and an error comes up.  I was on the phone with multiple Telus SmartHome tech support reps over the last 2 hours and it's still not fixed, they have no idea what's going on.    So right now I'm paying for a camera with just live view, which is useless without notifications.  This is VERY frustrating.   You're better off buying an indoor camera on Amazon for a fraction of the price AND works 1000x better.

[TELUS_Support]

Definitely not the experience we want for our SmartHome customers. We'll send you a private message to discuss further.

[Jeremy18]

This is the exact situation I find myself in. What a waste. The doorbell camera makes zero sense if the app does not open when someone is at the door. By the time I get the notification, open the app, and for the camera to pop up, anyone who was at the door is long gone. I called Telus too. Talked with 3 different people. I was told that's just the way it is with Home View. 

[TELUS_Support · Accepted solution]

We understand how frustrating this experience must be. We recommend ensuring that push notifications are enabled for the TELUS SmartHome app and that battery optimization settings aren't limiting background activity.

That said, we truly appreciate your feedback and will share it with our team for future improvements. If you need further assistance, feel free to reach out—we’re happy to help!

[Ken8]

I am having the exact same issue as you mentioned too. Just renew my telus contract for 2years at the beginning of February 2025

[Jeremy18]

It's a useless piece of equipment and Telus hasn't helped at all

[Ken8]

The Doorbell Camera notifications are working again. I took off the Doorbell Camera by poking underneath with a pin and then unscrewed one of the wires and waited for about 2-3 minutes before screwing back on the wire, The doorbell camera started its rebooting process with all the different light coming on and now the notifications are showing up on my phone again.

[TELUS_Support]

Hello. Have you spoken with our SmartHome team about this?