Support

Contact: 1-877-763-1183

Frequently Asked Questions

Select “I am a new TELUS customer” and place an order. We will setup your TELUS account and notify you. All customers first create a PRIMARY subscriber. Primary subscriber must select a device with voice and shareable data plan. Any additional add-on users can be added by selecting “I want to add a new line to my TELUS account”. Add-on users must select a voice plan and the data is shared with the primary subscriber.
Select “ I want to upgrade my existing TELUS line option”. Select the device with voice and/or data plan. Primary subscribers require a data plan. If current contract has not expired, TELUS may assess an Early Device Balance repayment fee. We will contact you with the amount before processing your order.
BYOD (Bring Your Own Device) plans provide a monthly discount for clients who own their own phone and are off contract. You require a TELUS locked phone, or an unlocked device when ordering a BYOD plan.
Customers can transfer mobile or landline numbers from other providers to TELUS. Select ‘Number Transfer” option and provide full details. Some carrier may restrict number transfer or may change cancellation fee.
The activation process and device pick up can take 1-2 days from the date the order is placed.
You will receive an order confirmation. As we update the status of your order, we will make sure to send you a notification via email. You can also check order status by log in to your account.
Yes, you can use any compatible unlocked phone. To activate, you must order a SIM and select BYOD (Bring Your Own Device) with Voice & Data for the Primary subscriber. Add-on users must select a voice plan and the data is shared with the primary subscriber.
TELUS has roaming agreements in over 270 countries. Visit this website for the current roaming rates internationally https://www.telus.com/en/on/mobility/travel Easy Roam lets you use your Canadian rate plan when you travel to the United States and more than 100 countries internationally.
For $7 a day in the US and $10 a day internationally, you can access the voice minutes, text messages, and data included in your smartphone or tablet plan, instead of incurring roaming charges. Calls and text messages to numbers outside Canada and the U.S. are not included. You can add Easy Roam by texting 'ROAM' from your device to 7626, or log in to your online My Account profile. You must activate Easy Roam on each device you wish to use while in the United States or travelling internationally, if you do not then regular roaming rates will apply. The $7 per day fee will be capped at $100 per billing cycle for US roaming and at $150 for international roaming. If you continue to use your device after passing that threshold, you will get the benefits of Easy Roam without incurring any additional daily charges. Countries not supported by Easy Roam have pay per use charges.
Yes, we provide both the options. We will email the tracking number when the order is shipped. For pick up order, you will be notified when the order is ready for a pick up.
Select “ I want to upgrade my existing TELUS line option”. Select the device with voice and/or data plan. Primary subscribers require a data plan. If current contract has not expired, TELUS may assess an Early Device Balance repayment fee. We will contact you with the amount before processing your order.
All prices are based on the current prices and discounts from TELUS. Prices are subject to change without notice from TELUS or the manufacturer. Hardware and plan price is not guaranteed until an order has been processed and approved. We will contact you if there is any pricing change. The pricing shown on our website is accurate at time posted.
Yes. If you bought a new device from TELUS, you’re covered by the manufacturer’s warranty, which you can find in the packaging of your device. Each manufacturer has its own warranty, but they generally cover repairs required to fix defects for up to a year. The TELUS Repair Program can help you take advantage of your warranty, including lending you a loaner while your device is getting fixed. For full details, visit telus.com/repairs.
When you buy a new device at TELUS, it can only be used with TELUS services but can be unlocked for a $50 fee, if the device has been active on the network for at least ninety days. If you paid for your device in full, it can be unlocked immediately for the same fee.
If for some reason you cancel this agreement before the end of your commitment period or if we cancel service because you have violated the terms of service, for instance by not making payments, you will be charged a fee equal to what’s left on your Device Balance. You will still be responsible for any unpaid charges for using the service. You may cancel service by contacting us toll free at 1-866-558-2273 or from your device at *611 (a free call).
All users on an account with a data sharing plan have access to all the shared data. Once the shared data is used, additional data charges will be calculated using the pay-per-use rate that applies to each user’s rate plan and service options. The shared data add-on is only charged to one user on the account. The minimum spend commitment is also transferred, if it is higher.
TELUS provides you with the tools you need to manage your spending. All plans include roaming notifications and data caps. Roaming notifications are sent by SMS when the phone enters roaming territory. The data cap for each device on the account is set at $50 of additional charges for data use in Canada and $100 of additional charges for international data roaming. If you have added Easy Roam to the rate plan, data usage in the U.S. counts on that rate plan as data use in Canada and not international data roaming. Each month, TELUS will send an SMS message to each device that has reached the spending cap. The user can then continue to use data by replying to the SMS to accept additional charges. The additional charges will be calculated using the pay per use rates that apply to the user’s rate plan and service options. For international data roaming, usage contributing towards the cap starts once the data included in any roaming package you have purchased, not including renewals, has been used
You sure can. As long as your credit is in good standing, you can upgrade your device whenever you like. Just pay off the amount on your Device Balance at the end of the last complete month elapsed since the beginning of this agreement, or since your last upgrade, then pick out a device and start a new commitment period.
You can add a long distance option to your current rate plan and save on international calling charges. There are 2 choices: 1. Pay-per-minute with International Long Distance Saver. 2. A fixed number of monthly long distance minutes to call select countries using the local minutes in your current plan. View International Long Distance Saver packages at http://www.telus.com/en/on/mobility/add-ons/long-distance.jsp
On eShopton Welcome page, select "Click Here" button. You will be routed to TELUS EVS website to verify your employment. Enter the information and provide work email address. If your company doesn't provide a work email, select "don't have a work email address". TELUS will send a confirmation email and verify your offer. For any question, you can also contact us.