ADT by TELUS Security Services

We had our Telus home security system installed by the technician when we switched all of our mobile, cable, and internet to Telus in early 2020. We have had no issues with it since then. It recently saved lives when it detected CO (carbon monoxide) due to some restoration work going on in our basement and automatically dispatched the fire department - who were wonderful. I am so glad we had this system in place!

Flawless experience! The system is impressive and the installation went perfectly! I can't believe I got all these services from ADT for $35 a month just because I'm also a Telus Customer. I got quotes from local companies too and they could not come close to ADT's price. I accidentally set it off just two days after getting it installed and it wasn't even 30 seconds later ADT was calling to see if everything was ok. So Impressed! :)

Awesome system, no company in Alberta can match their prices. Since I have Telus it’s only $35 a month! The cameras are fantastic too I recommend this to anyone who needs security or wants cameras.

I’ve been working for ADT indirectly for the past 4 months, and it’s been an amazing experience so far. I’ve had the opportunity to talk with a lot of ADT customers, hundreds if not thousands, and the vast majority of people are satisfied.

Excellent people

So far unimpressed. Set up a consultation for 9am and they did not show. Tried to call them to tell them not to show up as I will not be home. I called the Edmonton number twice and both times it got redirected to the US customer service department. They have no idea how to handle Canadian accounts, and both times tried to connect me to the Canadian customer service personnel. I waited on hold for 10min while they tried this and hung up.

Maybe they should look at these google reviews and fix something.

UPDATE: Changed rating from a 1 to a 4. The 1 rating remains for above, and I give a 5 rating for the below notes regarding the consultation and installation. (Note: re: ADT Edmonton)

While I found that setting up my initial meeting was very difficult and frustrating, once I actually set up the consultation, things went very smoothly from there. The sales rep, Sunny, was very professional, was on time for the meeting, was knowledgeable of the product, and also seemed to be realistic in terms of the products and services that best suited my needs.

Matt was my installer, and was excellent. He was on time and very efficient. He was also very polite. There were some small issues that arose throughout the day, some relating to my WiFi strength, power source locations, etc., however, Matt was able to find acceptable solutions. The doorbell camera they were going to install was not working as intended and they could not connect it properly. Matt came back in 2 days with another product and it works perfectly now. He was also very responsive over the weekend via text message for questions that I had regarding set up of my cameras and the recording capabilities. I was very impressed with Matt.

Great place to get security, customer service is a hit or miss

I was switched from a telus security system to an ADT by telus system and it has been a disaster ever since. I waited for my initial instal for over 3 weeks. I took time off work to meet installers and technicians twice without them ever showing up.

Can never see to contact anyone for support or to make a complaint.

The prices are also absurd for what you get. You are better off just buying yourself a security system like nest or ring and doing it yourself. Better quality equipment for less money.

I ordered more equipment 2 weeks ago and am still waiting. Tech never showed up when he was supposed to... making that the third time this has happened to me.

Unhappy is an understatement.

The single worst decision of my life was signing up for Telus security. They take your money and provide the worst service ever. I live in Alberta, the cameras they hung only work til minus 25. So for a few months every winter my cameras won’t work. When you Telus I terne goes down, you have to climb a ladder and push the Bluetooth button so the camera can search for your wifi, then you can reconnect it to the system. Whatever you do, do not sign up with Telus home security. You will regret it. I do, to get the cameras you have to sign a contract. The worst company in Canada. They will make you call over seas call centres where they will take hours to not solve your problem. If you like ulcers and stress then by all means sign up with Telus adt.

1 star for polite customer service whenever I call to get help for the MANY ISSUES that I have had with ADT by Telus. They keep double billing me, sometimes 3 times in one month, then they say I didn't pay and then I call customer service and they tell me they can't even find my account and often have to get me logged in again. Their website sucks, the equipment barely functions, and their billing system is atrocious. If I could give negative stars I would.

Worst customer service imaginable!!!

The selection tool on the web site keeps crashing so I had to call. The agent repeated the setup I asked for verbally but sent me an email with missing components. He called back a week later to follow up. I explained him the situation so he sent me another quote with other missing parts. A week later he called me again. I told him that he doesn’t listen to me. He got upset and said he’s trying to help.

If getting a simple price quote is that difficult, I can’t imagine what the level of service would be after I sign an agreement with them.

Just signed up for ADT five days ago. I knew within 24 hours that the system was not sophisticated enough for what I wanted and let our sales rep know we wanted to cancel. In Alberta we have a 10 day grace period to cancel with no penalty ( truthfully the only reason I tried the system). I have told my rep three times I want to cancel and I've called the main cancellation line for the company to say the same.

So far no one has been able to confirm that I am being cancelled and it's starting to feel like they are delaying until I am out of the grace period. This is extremely frustrating and because of this point alone I would highly recommend people stay away from this company.

Don’t do it!!!! I called to cancel my contract when we sold our property, they owed me over $1000 & we are still fighting for our money.

The worst service ever!!! I was in contract with ADT for 3 years, I called them to upgrade & Scheduled an appointment for installation. I took a day off work for installation, however no one showed up, I called the next day upset & another day was scheduled. The same thing happened for the second time, where no one showed up. I decided to finish the contract with ADT and switch to a more reliable company. When I called after the contract ended, ADT offered a good deal and I decided to continue with them. It’s been 3 weeks since the contract has be signed & submitted. I’ve not received any calls for installation. I’ve called them everyday, has been on hold for hours but have not been able to schedule an appointment for installation. Getting a service shouldn’t be so complicated. If I could rate them minus stars I would have. Don’t waste your time with this company!!!

I had security contract with intelife but Telus took that company, They never provide any service. My cameras are dead from last 6 month and I tried calling them to fix it but no one care there either you end hang up or wait long for your turn to talk to there service rep. On top of that they keep sending me bill and when I refuse to pay for it, they send it to debt collector agency. I never experienced this kind of service with any other provider. If there is options for Zero star I would have give them that.

Absolute worst company and Service. Avoid at all costs. We had two false alarm events at 1 am and 3 am. Company customer service and assistance was terrible. Offered. Technician to come out in 2 weeks to assess. We recently had a similar issue and tech had no idea what he was doing. If you like waiting on phone for over an hour to speak with someone this is company for you. Please do not support Telus and this terrible company with your hard earned money. I hope they go bankrupt for how they treat consumers. If there was a zero rating it would be to much for them. Telus by ADT is the WORST.

I had ADT for several years and had non stop issues with their equipment. Constantly losing signal, and leaving my garage not alarmed, which not what I was paying for. I had technicians out no less than 15 times to try and solve the issue. Finally I gave up and went with one of their competitors. I’ve had them for a year and my system has been flawless. I pay more now but it’s totally worth it to actually get the product I pay for. Now I can have a tech at my house within 24 hrs rather than 3 weeks with ADT. You get what you pay for, ADT is bottom of the barrel. You may as well buy a self monitored system rather than pay ADT to monitor your alarm.