u/dasheswithdogs1757

Hi everyone,

I thought I would put this out there as I would like to hear if anyone has had as much trouble as I have with Telus Security.

I'm a 6 year technician with a company in western Canada, and over the last few years Telus has come through and bought out many of the smaller and local alarm monitoring companies.

Recently, it seems Telus has been changing things internally, and the result has been a terrible user experience on the customer and technician end of things.

The amount of time it takes to get through to the monitoring station to put a system on test has increased to an unreasonable wait. Especially if we are doing monthly tests on systems and have to phone them upwards of 50 times a day. It's gotten to the point where some of our techs have been on hold for upwards of 2 hours throughout the day on some of our routes.

I am performing an annual inspection today, and even though I have been assured by Telus on 2 separate phone calls that the system is on test, they have still dispatched Fire trucks twice. I am now an hour and a half behind on my schedule for the day, and I've been told 4 different things by Telus over as many phone calls.

The fire department also told me that the number of false alarms Telus is dispatching them to is through the roof. I'm wondering at one point they need to be held accountable, as it's not a cheap thing to roll fire trucks that frequently.

So, I'm wondering if this is just an issue we are dealing with in BC, or have other technicians across Canada found themselves having similar issues? It's become a very frustrating thing to deal with when I'm just trying to test a system