Support

Contact: 1-877-763-1183

Frequently Asked Questions

The TELUS Easy Payment® program allows you to spread the cost of your device over 24 months. Your TELUS Easy Payment® is the amount you pay each month that goes towards paying back the pre-tax balance of your device cost.

Note: Some devices will also require an upfront cost, as shown in the example below.

Example: iPhone Xs 64gb

Retail Price

$1,415.00

TELUS Easy Payment® Balance

$955.00

Device price due upfront

$460.00

Taxes HST (Ontario 13%) due upfront

$183.95

Shipping

FREE

Total Due Upfront

$643.95

Due Monthly: TELUS Easy Payment® Charge (24 mos)

$39.79

Explanation of terms


TELUS Easy Payment® Balance: The TELUS Easy Payment® Balance is the upfront reduction off the retail price of the device, which will be spread over the course of 24 months

Taxes: The taxes are calculated based on the total device cost and must be paid in full at the time of purchase. The tax rate is based on the province where the purchase is made.is deducted from the total cost of the device.

Total Due Upfront: The amount that must be paid at the time of purchase, this would include the device price as well as taxes.

Due Monthly: TELUS Easy Payment® Charge (24 mos): The TELUS Easy Payment® Balance, divided into equal payments over 24 months. These monthly charges will not be taxes as taxes were already paid upfront on the cost of the device.

Starting Balance: This is the starting TELUS Easy Payment® Balance that is being paid through the 24 monthly payments.

Monthly Payments: The monthly drawdown of the TELUS Easy Payment® Balance paid on the bill for 24 months

Current Balance: Remaining TELUS Easy Payment® Balance after deduction of monthly payments paid to date.

Amount Paid: Sum of total monthly payments paid to date by the customer.

Start Date: This is when the monthly payments start.

End Date: This is when the monthly payments end.

Introducing Bring-It-Back


The new Bring-It-Back program lowers the upfront cost of a new device. Getting the latest and greatest smartphones just got friendlier. 

FAQ


What happens if I no longer want to be part of the Bring-It-Back program?

You can leave the program at any point during your contract by paying back the Bring-It-Back program amount. Any point after the first 6 months, you can also leave the program by bringing back your phone. Keep in mind that by paying back the Bring-It-Back program amount or bringing back your phone, you may still have a device subsidy balance remaining on your account. Clearing one does not clear the other.

What happens if I want to upgrade early?

In order to complete an upgrade you will need to first clear the Bring-It-Back program amount from your account. This can be done anytime by paying back the Bring-It-Back program amount or returning the device. Keep in mind that you may still have a device balance to pay off.

If I buy online, do I have to return my phone in the store?

Yes, you must bring the phone back to a physical TELUS location at the end of your contract so we can inspect your device condition and complete the return.

Can I join the Bring-It-Back Program with my current contract?

No, Bring-It-Back must be selected at the time of your contract start date. You cannot join partway through an already existing contract. If you would like to sign up for Bring-It-Back you will have to end your current contract and renew with Bring-It-Back.

Why aren’t all phones part of the program?

We consider many things when deciding which devices to include in the Bring-It-Back program. Based on market conditions, we are constantly evaluating what devices to include in the program

How do the taxes work?

Taxes are charged upfront at the point of sale on the amount prior to the Bring-It-Back program amount being removed. When you return your device or pay back the Bring-It-Back program amount you will not be charged any additional tax.

What condition does my phone need to be in when I bring it back?

In order for a device to be considered eligible for return it must meet the following 6 criteria. If it does not meet the criteria you will need to pay the Bring-It-Back Program Amount.

  • Device must power on and navigate properly to the home screen
  • The activation lock must be turned off
  • The LCD must function correctly and be free of dead spots or bruising
  • The screen must be undamaged and free of cracks
  • The rest of the device must be undamaged with no cracks, missing parts, or signs of water damage (hinges, keypad, housing, buttons, battery, etc)
  • All information must be wiped

What happens at the end of my contract?

At the end of your 2 year contract, you will need to decide if you want to either 1) return your device to a TELUS location, or; 2) keep the phone and pay the Bring-It-Back Program Amount that was provided to you at the start of your contract. Joining My TELUS is the easiest way for you to manage and stay up to date on important information regarding your account. You can use My TELUS to review Bring-It-Back information including notification banners that remind you to return your device.

What happens if I damage my phone?

If your phone is damaged and no longer meets the Bring-It-Back eligibility criteria, you will be required to pay the Bring-It-Back Program Amount. Be sure to sign up for AppleCare+ or TELUS Device Care so if something happens to your phone, it we’ll exchange it for the same device and you can avoid any additional charges.

Terms and conditions


Subject to approved credit. Not available to customers on the credit limit program. Returned device must be in good working condition or you will be responsible for the difference between the Bring-It-Back program amount and the lower trade-in value for a device that is not in good working condition Trade-in standards published at the time a device is returned will apply. Applicable sales taxes are calculated at time of purchase on the full purchase price. You will not be charged tax on the Bring-It-Back program amount if you chose to keep your device and pay back the Bring-It-Back program amount at, or before, the end of the 24 month term. Bring-It-Back program is only available while you subscribe to mobility service. If mobility service is cancelled before the end of the term, the Bring-It-Back program amount will be charged to your TELUS bill. Only available at participating locations.

Select "New TELUS Customer" and place an order. We will set up your TELUS account and notify you. All customers must select a device with voice and  data plan. Any additional add-on users can be added by selecting “Add a new line" to my TELUS account”. 

Select “ Renew or upgade”. Select the device with voice and/ 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.

You will receive an order confirmation. As we update the status of your order, we will make sure to send you notification 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 plan. 

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.

The activation process and device pick up can take 1-2 days from the date the order is placed.

Easy Roam gives you access to data from your monthly plan, plus unlimited talk and text for $8/day in the US and $12/day in over 190 international destinations. You only pay for the days you choose to use your phone. For more information, visit https://www.telus.com/en/on/mobility/travel

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.

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.

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.

Contact us to unlock your device. We recommend calling from a different device so we can assist you with the unlock steps.

Device eligibility

Your device must meet all eligibility conditions below. TELUS may refuse any unlock request that appears intended to defraud TELUS or its customers.

  • Device is locked to the TELUS network (TELUS can only unlock TELUS devices)
  • Device is not flagged as lost or stolen

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.

Take control of your international roaming charges with TELUS Easy Roam®. Easy Roam gives you access to your monthly plan in the US and over 190 international destinations, so you can stay connected whenever you travel. 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 

If you cancel your service term, you will be subject to a service term termination fee. The fee is your remaining device balance plus a $50 early cancellation fee. Calculate your Device Balance. TELUS discounts the cost of your device when you sign up for a service term.

 

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

Add a long distance option to your current rate plan and save on international calling charges. You have 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 https://www.telus.com/en/mobility/add-ons/long-distance