Those of us who live in Spruce Grove, Stony Plain, Parkland County, the Edmonton area and elsewhere have a lot of equipment in our homes. Some of it we’ve purchased and it’s ours to keep or dispose of as we wish. But what do we do with the equipment that we’re renting from the companies that supply us with phone service, internet, cable television, security alarm monitoring and the like? And what about the service agreements that accompany that equipment?

Recently, a client whose home I sold a number of months ago contacted me for help in retrieving components of the security system in her former home. She thought she was doing the new owners a favor by leaving the equipment for them. Instead, she found herself having to pay the bill for service to her former address even though she and her family were obviously not benefiting from it!

Policies and procedures vary from company to company, but some things hold true for every company of this type. Bottom line: If you’re moving, let your service providers know! Contact them directly and ask what is to be done with the equipment in your possession. At the same time, ask them what happens to time remaining in your service contract. Neglect to do this and you may continue to be billed, whether or not you are receiving service.

TELUS

(TV, internet, home phone). Customer service 1-888-811-2323

When you move, disconnect everything (routers and modems for internet connections, set-top cable boxes and PVRs for television service, etc.) and return it to TELUS. Pack it all up, ideally in the boxes the equipment came in, or some suitable packing box, and include your name, account number, phone number and the service address (that is, the address where the equipment was used). Take it to your local Canada Post office and the agents there will send it off to TELUS at no cost to you. (One person we spoke to at TELUS said that Canada Post supplies the boxes too, but this may be something you want to check out yourself.)

Do NOT leave the equipment you used for the people who will be moving into your home. Even if they decide to use TELUS as their service provider, TELUS prefers a clean break from you and a fresh start with the new customers.

Wondering if you can take your equipment with you to your new residence? Call and ask.

Shaw

(TV, internet, home phone).  Customer service 1-888-472-2222

Very similar policies to TELUS in that you need to disconnect everything and return it to Shaw if you are moving out and canceling your service. Don’t forget to include important information such as your name, phone number, account number and service address.

Spruce Grove does not have a drop-off location. Shaw customers will need to take their equipment to one of three locations in Edmonton:
Edmonton West: 10450-178 St NW (Mon-Fri 8-6, Sat 10-5, Sun 12-5)
Edmonton East: 7633-50 St NW (Mon-Fri 8-6, Sat 10-5, Sun closed)
Edmonton South: Southgate Mall, 5015-111 St NW (Mon-Fri 10-9, Sat 9:30-6, Sun 11-5)
Equipment can also be dropped off at selected UPS stores. Contact Shaw for updated hours of service at the locations mentioned above, as well as for the nearest UPS store that will accept Shaw equipment.

Shaw affirmed that customers can take their equipment with them to a new residence but advised calling first to confirm this and to book connection in your new home.

Like TELUS, Shaw does not want you leaving your equipment for your home’s new residents.

Security Companies

Security companies such as Alarm Force (Customer service 1-800-267-2001) and ADT (Customer service 1-888-854-1778) differ in their policies regarding the hardware you rent or purchase from them. Online information for them and other companies like them is readily available. (By the way, did you know that the city of Edmonton requires an Alarm Permit for anyone with a security system in Edmonton? This permit must be canceled when you move, as it is not transferable to a new address.)

“Can You Keep Your Home Security System When You Move?”, an article from SafeWise,  outlines policies from companies such as ADT, Vivint and others. Another article with useful information for alarm system clients is “Tips for Moving: Easily Reinstall Your Security System” from A Secure Life.com.   All companies appear to be willing to work with their clients to move the equipment for them to their new residence if it’s not hardwired into the home, or advise how to move it yourself, or provide new equipment and a new monitoring service after the move. As with cable and internet companies, CONTACT YOUR PROVIDER! This way, you can let them know you are moving and your intentions with respect to the service. That means letting them know whether or not you plan to continue the service so that the equipment can be properly deployed. It may even be possible for the new owners of your home to take over your security system contract, but make sure this arrangement is crystal clear to all parties!

As with nearly everything else in life, good communication will go a long way to preventing problems and misunderstandings!

What experiences have you had dealing with service companies? Call or text me at 780-910-9669, email me at barry@barryt.ca, or contact me here.

Tags: home security, moving