Telus customer care and support service

TELUS is a Canadian telecommunications company that offers a variety of products and services throughout the country. For over two decades TELUS has expanded their portfolio to include internet access, entertainment, mobility, and television. The company caters to residential clients, businesses and large enterprises.

The Telus Corporation was founded as TELUS Communications, a holding company, in 1990 by the Alberta provincial government. The company was created to facilitate the privatization of the Alberta Government Telephones Commission, which was a crown corporation at the time. Five years later the company acquired Edmonton Telephones Corporation and became the sole telephone service provider in Alberta.

In 1999, Telus merged with the British Columbia Telephone Company (BC Tel), changed their name to Telus Corporation and moved their headquarters to Vancouver, BC. This merger made Telus the second largest telephone company in Canada. In addition to phone service, the company provides internet access, entertainment, satellite and IPTV television.

TELUS offers so many services that having an organized technical support department is necessary to satisfy all clients. At the moment TELUS offers client support via email, phone, social media and live chat. They have many direct phone lines to specific departments as well as international phone lines available.

This article aims to familiarize you with all the important departments and their direct phone numbers. Instructions are also provided on how to reach TELUS’s customer support representatives via live chat or social media. There are also some tips on how to solve problems on your own and avoid being put on hold.

Contact TELUS Support via Phone

  • Mobility Services: 1 866 558-2273 or dial *611 from your TELUS mobile device. You can reach a representative between 8:00 AM and 9:00 PM from Monday to Friday and between 08:00 AM and 05:00 PM on weekends
  • Internet and Phone Services: 1 877 710-0404 you can dial this number between 8:00 AM and 6:00 PM EST Monday to Friday. This number is for all regions except Quebec
  • Business Connect: 1 844 626-6638 this number is available from 8:00 AM to 5:00 PM Monday to Friday for billing inquiries. Technical support is provided 24/7
  • Business ADSL Internet and Phone Services: 1 800 361-3311 you can receive technical support from this line 24/7 or call regarding billing and account issues between 8:00 AM and 5:00 PM on weekdays.
  • Business Fibre Internet & Business Optik TB: 1 877 352-0898 you can dial this line for billing and account inquiries between 8:00 AM and 5:00 PM on weekdays. For technical support regarding Fibre Internet and Optik TV, you can call 1 888 310-2267 which is available 24/7
  • Quebec customers: 1 877 520-1212 is a phone number reserved for Quebec and it is available from 8:00 AM to 5:00 PM from Monday to Friday. You can dial it for wireline information during the specified work hours or use it for technical support assistance 24/7.

TELUS also has phone lines set up for international callers and for callers from within the US. Technical support is available 24/7 on both lines. For general enquiries the lines are open from Monday to Friday between 9:00 AM and 10:00 PM and on weekends between 9:00 AM and 8:00 PM.

  • International Number for TELUS Mobility: +1 416 940-5995
  • US number for TELUS Mobility: 1 866 771-9666

Support Callback

This interesting feature from TELUS allows customers to submit a request and wait for a support member to call them. You can fill the form with the required information depending on your status. The forms have different fields for residential clients and businesses.

After filling out your information, you have to choose one or more products or services you need help with.

  • Mobility
  • Bundles
  • Internet connectivity
  • Cloud phone solutions
  • Cloud contact center solutions
  • GPS, M2M
  • Email, web Hosting, and collaboration solutions
  • Cloud and managed IT services
  • Security solutions and consulting services
  • Push to talk
  • Toll-free, long distance, and fax
  • Other

To further narrow down what department is best suited to help with your problem, you can tick a few more options.

  • Billing and account queries
  • Renewals
  • Account or product cancellations
  • Technical support
  • Faults and repairs
  • Other

All of the previously mentioned options can be connected. There is also a text box which you can use to add more specific details about your issue. Once your request is submitted it can take up to 48 hours to receive a response. Because not all departments work weekends, the 48 hours response time is calculated in business days.

Contact TELUS Support via Email

You can track or ask for additional information on the status of your orders. You can do so by sending an email with your order confirmation number to

Contact TELUS Support via Live Chat

You can choose between two main categories: Mobility, home (residential). Each of them has a list of topics you have to choose before you can start your conversation.


  • Login and registration
  • Technical support
  • Buying or upgrading a phone
  • Billing or customer service


  • Login and registration
  • TV technical support
  • Internet and email technical support
  • Home phone technical support
  • Satellite TV technical support
  • Billing or customer service

Once you’ve selected your topic, you will also have to provide your name and contact number before being assigned a representative you can chat with. The live chat feature is not for relocation or cancellation services.

There is no TELUS live chat support for businesses. Only email and direct phone lines are available for businesses and large enterprises.

Contact TELUS Support via Twitter

The official social media support page for TELUS is @TELUSsupport. Customers can tweet and send private messages to communicate with a human representative. The hours of operation are from 04:00 AM to 10:00 PM PT Monday to Friday and 08:00 AM to 04:00 PM PT on weekends.

A link to TELUS’s official forum is also provided on their Twitter page.

Browse Support Articles

The TELUS support page offers many guides and articles dealing with already solved common issues. Browsing through them or using the search feature can save you a lot of time. Some of the topics can come in handy especially outside of live customer support hours.

The TELUS Neighbourhood is similar to what other companies refer to as a community forum. On TELUS’s forum, you can talk with and ask questions of other members, clients as well as staff members. The forum expands on many of the topics found on the support page, and it also deals with any new issues that may come up.

Change Support Language

TELUS offers English and French support for their entire website, including the support page. To switch between languages and regions, you can use a button in the upper right corner of the website.

Frequently Asked Questions

Which network does Telus use?

The TELUS PureFibre network provides high speed internet access to homes throughout Western Canada. These hookups rely on 100% fibre optic lines to carry data at rates described as lightning fast. By connecting right to home and office modems, the network is able to deliver the rates necessary for services such as Netflix without constant reloading. A mobile network is also maintained by TELUS. Reaching a current rate of 99% of all Canadians, this service expands to most major service areas. The LTE based network provides fast downloads, with some reaching up to 1350 Mbps in selected parts of the country.

Can telus block spam calls?

Telus can block spam text messages via proprietary anti-spam safeguards. That said, Telus can’t catch every message. Also, the company doesn’t have the ability to stop third party individuals or companies from calling or sending text messages to specific phone numbers.
Telus recommends that you add your phone number to the National Do Not Call List and use your smartphone’s unique call- and text-blocking features to block unwanted contacts. Telus also suggests that customers sign up for the company’s Call Screen subscription service. With Call Screen, you can block up to 12 phone numbers. When a screened caller attempts to reach you, even with call-forwarding activated, the call fails to go through. The caller also can’t leave a message. Instead, Telus plays a pre-recorded message that informs them that you’re not accepting any calls. 
To deal with spam callers who use unlisted “private” numbers, Telus recommends that you check if the free Anonymous Call Block feature is available in your market. With Call Block, you can set your phone to block all unlisted number calls.

When does telus evenings and weekends start?

Telus offers unlimited local calling during evening and weekend hours with certain prepaid mobile phone plans. This service is not available with all plans and depends on your market. It’s also important to note that although unlimited local calling hours are subject to change at any time, most Telus plans stick to these hours for up to one year from the point you set up the plan. As of August 2019, Telus allows customers in these plans to start enjoying unlimited local calling every evening at 6 p.m. This benefit ends the following day at 7 a.m. Weekend hours start on Saturday at 12 a.m. and end the following day, Sunday, at 11:59 p.m. Several Telus home phone plans include unlimited local and/or long distance calling without the evening and weekend limitation based on the amount you pay monthly for your specific home phone service.

When will Telus have 5G?

Like many other phone service providers, Telus plans to roll out 5G some time in the second half of 2020. In some areas of Canada, such as Vancouver, residents and business owners have already enjoyed early trial access. Telus is currently in the process of upgrading 4G technologies, including network-related software, hardware and cell towers, to make the switch when it’s time as smooth and seamless as possible. It’s important to keep in mind that Telus might charge you premium mobile phone plan rates at first to access 5G. Historically, these rate hikes decrease the first year or two after this type of network upgrade. You must also have a 5G-capable phone or other device to use the 5G technologies. Any changes related to Huawei and security might delay the 5G rollout. Telus plans to update all customers as new information becomes available.

How to pay Telus bill?

Telus provides home and mobile phone customers with several bill pay options:
Banking Methods: Contact your bank to find out how you can make an offline or online payment with your account number and “Telus Communications” or “Telus.Mobility.Mobilite” as payee.
Online Pre-Authorized Payment Setup: Log into your My Telus account here. If you don’t have an online account, register for one here. Select the “Set up pre-authorized payments” option and follow the onscreen prompts. It typically takes one billing cycle for pre-authorized payments to start.
Online One Time Payment: Log into your account, select the “Make a payment” option and follow the onscreen prompts.
Mobile App: Download the Telus Mobile app here to your device and then follow the app’s onscreen prompts.
IVR: Contact Telus by phone at 310-2255, listen to the menu options, select the one for payments and then follow the prompts. You can also access the IVR and make payments on a Telus device by calling #123 and following the prompts.

How to change voicemail message with Telus?

As a Telus home or mobile phone customer, you can change a voicemail message, also know in this case as a voicemail greeting, several ways:
You can switch between different types of greetings, such as the standard system greeting and a personal greeting.
You can also completely re-record a personal greeting up to 60 seconds in length.
To access the voicemail Greetings Menu to change the message as of August 2019, go to your phone’s main Voicemail Menu and choose “3” by pressing the corresponding number on your phone’s keypad. Press the “1” key on your phone’s keypad to access the Main Greeting or Personal Greeting settings. Follow the prompts to make the specific change that you want to the message. Keep in mind that you must delete the old greeting message before you can change it to a new one.

How to change a Telus phone number?

Telus makes it easy for you to change your phone number at any time. You merely need to use your My Telus account:
Go to the My Telus web page, enter your login details and then click the “Log in” button.
Once you’ve accessed your account, choose the “Mobility plans and devices” option, pick “Device”
Then select “Change your phone number.”
Follow the onscreen instructions to complete the process.
If you haven’t yet created a My Telus account, go to the My Telus page. Select “Create a My Telus account” and proceed through the four steps to provide your Telus phone plan account information and create a My Telus profile. Follow the onscreen instructions to complete the registration. 
It’s important to keep in mind that it can take up to 15 minutes for a new phone number to become active.

Can a Telus phone be unlocked?

Telus can unlock any phone as long as it is a Telus device. Additionally, the phone must not show up within any Telus system as lost or stolen property. 
As of August 2019, Telus doesn’t offer customers the ability to unlock a phone using any type of self-service method, including the My Telus mobile app. Instead, you must call Telus at 1-866-558-2273 using a separate phone and request assistance. A Telus representative can then walk you through the entire process. 
It’s important to note that given the high volume of fraud that occurs around the world, Telus also looks for warning signs of fraud when considering a request to unlock any phone. The company refuses to perform the steps to unlock a Telus phone for anyone who appears to be attempting to commit some sort of fraud either against another customer or Telus.

How do I set up voicemail with Telus?

For setting up home phone voicemail:
Start by dialing *98
You will then need to type in your 10-digit phone number and create a password between 4-15 digits long.
Next, you will be asked if you want to skip entering your password when dialing out from your home phone.
Finally, you can record your name and greeting message and this will complete the home voicemail setup process.
For setting up voicemail on your mobile phone:Hold the 1 button or type in your 10-digit phone number.
Then, you will choose a password between 4-15 digits long
Then you can choose whether to skip entering your password when making a call from your mobile device.
Finally, once you’ve finished recording your name and greeting message, you may hang up.
Tip: It is advised to NOT skip password entry for security reasons.

Will Telus replace a broken phone?

Telus will replace your broken phone if you purchased Device Care within the first 60 days of purchasing, activating, or renewing it and if the damage, of course, was accidental. Through Device Care you can extend the phone warranty for an extra two years and gives a three year coverage cushion in case of accidental damage. Keep in mind that coverage does not apply if the damage was caused by abuse or misuse of the phone. Telus device care costs $9/month and you will be automatically charged on your bill. Replacement fees plus tax for the device will be charged at the time of the incident.

How to check voicemail with Telus?

Telus gives customers plenty of options to check their voicemail. The following steps are accurate as of August 2019:
Home Service
From your home phone: Dial *98, input your password and then choose the “1” option. To skip a message at any time, press the “#” key.
From a different phone: Dial your Telus home phone number, press the “*” key and then proceed as normal.
From your online account: Sign into your My Telus account. If you haven’t signed up yet, go to the My Telus login page, select “Create a My Telus account” and follow the onscreen instructions. Use My Telus to set up your Voicemail Web Inbox as directed online and then sign into it here. Review the log of unheard voicemails, which appear as bold font. Click a line on the log to play, download, forward or reply to a voicemail.
Mobile ServiceFrom your mobile device: Dial your Telus mobile phone number, enter your password and then follow the prompts. To make this process faster, save your number in your phone’s address book as “Voicemail” and then use it to speed dial.
From a different phone: Dial your number, wait for the greeting, press the “*” key, input your password and then follow the prompts.
Important note: Although calling your mobile voicemail is toll-free within Canada, regular air-time charges can still apply depending on your plan. Additionally, roaming charges can apply if you call from outside of Canada.

Can Telus find my phone?

Telus doesn’t have the ability to find a lost or stolen phone or other mobile device. The company recommends that customers try manufacturer, GPS-based location services first: For example, to find an Apple phone, you should go here and follow the onscreen instructions. For a phone that has Google’s Android operating system, go here. If you locate your phone after it was stolen, take the location details to the police so that they can safely retrieve it.
If these services don’t work, Telus recommends that you suspend your service. Visit the My Telus website, log in to the account management system, choose “Plans & Devices,” select the “Suspend service to a lost or stolen device” option and then follow the onscreen prompts. If you haven’t yet registered for My Telus, click “Create a My Telus account” on the My Telus page and follow the onscreen instructions.

Telus outages and problems

Is Telus down? Let’s check our Down Radar page and see if the number of reports submitted bu our users over the past 24 hours, compared with the number of reports submitted last week.

Customer care reviews
Average Rating
 3.3/5 (36)
 3.4/5 (36)
 3.1/5 (36)
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38 reviews

  1. Customer service seems to be lacking. Spent big part of the day trying to get information to purchase rural internet with no success. No way to purchase the service unless you are an existing customer(for a login) and the online process is really bad that sends you in a constant loop. Really wish this was easier. The rating probably does not reflect the service as I never got the opportunity to talk to a service Rep and I only used the chat option which was useless.

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  2. This is not a service comment. We have been with Telus ( phone, TV, internet) for many years.
    Today I was at a large wholesaler. A van wrongly pulled out from a parking aisle in front of me. I had to honk my horn but the driver disregarded me and proceeded to give me the finger. As he drove past I saw that he was driving a Telus service vehicle.
    Am I to assume that, because the person was not working ( I hope), it was okay to give me the finger?
    It may be petty but I am considering that we change providers. I understand Telus will not care that one family leaves.

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  3. Best in market services
    Salute from

    1 person found it useful.
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  4. Almost impossible to get through and when you do, it’s hard to understand the person you’re talking to…pleasant enough but English is not their first language. Frustrating experience..

    1 person found it useful.
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  5. NO rep just trying to navigate your voice service to get where I want is lousy. I just had a phone call from 403 567 8766 saying my internet was going down tried to phone to confirm. Service ?

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  6. My brother got in touch three hours ago and asked me to contact Telus for him as his land line is out. I have been waiting for a preson cabable of helping for THREE HOURS NOW! It makes me glad I am a Shaw customer, and I wonder if Telus gives a damn about how bad their service is.

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  7. I wish I had not purchased this new LG 6 cell phone, I liked my old Samsung , I wish I still had it!! Your sales staff in your Lethbridge outlet do not know how to properly transfer data and apps from my old phone to this new one. I do not like the LG6, can I return it??

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  8. Awesome service! Probalby the most efficient one in Canada right now.

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  9. No email address for customer complaints. But then, if my service sucked as much as Telus, I’d hide too.

    Telus so sucks, they keep raising the rates for abysmal speed and service.



    Telling this to the poor foreigner providing ‘customer fob off’ would be useless.

    This is probably useless also – that’s another reason I hate telus.

    They just bill you, ever increasing rates, and ignore you.

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  10. Not good wish i had never switched from Shaw. Soon i will have spent many hours trying to get done what should have been ok in the beginning.

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  11. Telus: The Future maybe “Friendly”, but the Present ISN’T WORKING. Get your act together and deal with customers in a timely fashion (i.e. less than a 1 hour hold-time).

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  12. After trying to update my TV channels online without success I tried to phone the help desk. After 2 different evenings of waiting 45 minutes on hold and this morning waiting over on hour I give up. I never did get to speak to a real person. I guess I will not be buying any more channels from TELUS

    I would suggest that with long wait times like that you need to hire more people for support!! I rate your help desk at a minus value!!

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  13. I have to say that if I could change to a different email supplier or any other telus products I would do it in a drop of a the. Trying to get through for tech support is a laugh I am put on hold and I have more of a life than to set on hold with telus I need to have my email account cleaned up and I am not a computer tech .So if my email account get over full I gues I will just have live with it NO HELP FROM TELUS

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  14. No Telus cable since last evening. Tried to call Telus customer service this morning but nothing other than a complex line of numbers that get me no where. Would be great to have a number I could call to speak to a human rather than a recording and simply ask for advice, or perhaps even s- service repair at the home.

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  15. Very, very disappointed at trying to reach technical support. Have a satellite bok. Awaited 3 times for over 1 he for each call. The last call I waited 1hr 45min to know avail.
    That is not customer or tech support,by any definition, of service or customer appreciation. Finally the connection was made and the service rep said he did not much about satellite TV. I believe he tried to help but we could not make my new TV to connect with the satellite box.
    The rep said he would call back to determine a service appointment. There a call I missed. Hope he calls again.
    This has been a sorry situation. For a major corporation to make callers wait a significant time waiting and tying the telephone up,makes one think that a new service will and should be considered.

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  16. My home phone is not working, and yet my bill is paid in full, with more on the way for next month. I have contacted the chat line, but so far have received no assistance with this. I was supposed to receive an email from support, and so far no help has come. I do not have a phone with which to call the support line, and thus my phone remains inoperative – a pressing concern for me since I need to contact my parents immediately. I am very disappointed in the service. I expect my phone to be up and running pronto. I have been a loyal Telus customer for a long time, and am now questioning why I should have bothered, since the company does not seem concerned about ensuring that I am served well.

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  17. Trying to get hold of agent for telus tv and Internet repair is a joke. They say to leave your number and we will get back to you in 45min. That was at 1pm and it’s 4:45 now and still waiting on them. BECAUSE of this poor service my wife has to drive in bad weather to go to work because Internet not working and can’t get a response from TELUS.

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  18. I am extremely frustrated, trying to contact Telus. Yesterday I managed to get through, but the rep was unable to send me an email to confirm my email, and suggested I chat, but the chat times out before I reach the front of the queue. The only # I can find 1-888-881-2323 “is not available in (my) area at this time”. The login is telling me my name does not match their records (!). What am I supposed to do? I want to access my bill online, but am unable.

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  19. today than i was yesterday as i talked to a rep (carlos in guatamala) for over an hour but he was able to reduce my bill by $35! my contact name for telus is “telus 2 b****”…so might have edit it…hee hee i have internet/cable/landline/cell all with them and he kept saying “as a loyal customer”,he could reduce this for 6 mths and that for 3 mths so i said thanx carlos! i also warned of move from 3rd fl to main fl and he was able to check to see that main fl apt has a “service path” and if i need a tech to come out i wont have to wait as long as 7 days for service but just a day or two and he waived any “moving fee” costs…i have been the “squeaky wheel” calling them before and did get a small discount and def will be calling them again…thanx telus!

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  20. Well, Trelus was suppoe to credit my account in November for 450.00, Nelected to do so. As of December 27, 2016, 10th call to Telus in 3 days. Total hold time 8 hours so far. Requested 5 call backs from the Escalatons Department and still no call. At the point of cancelling whole plan and suing Telus for breach of contract.

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  21. Absolutely stunningly terrible customer service.

    The vast incompetence I have had to deal with over the last six weeks is standing. Almost impossible to reach anyone, if you actually do succeed in under a few hours they will most likely drop the call in which case you have to r repeat the entire painful process.

    Promise to calls and fixes and updates are never completed and there is again virtually no ability to contact them without spending many many many hours on the phone each time.

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  22. The service (or lack thereof) from telus cannot even be described. I am on my 3rd day off WITHOUT pay waiting for the scheduled install to actually show up. I get email confirmations ensuring someone will be here, then nothing. I’ve called in 5 times and have never gotten a hold of a real person; shortest wait before giving up was 46 minutes. When so many companies have such amazing customer service, how does telus still exist????

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  23. Wait times are unbelievably slow, I’ve been trying to call since last night and still no answer. Absolutely pathetic!! What a disservice to their customers. I’m changing providers once my renewal comes up!

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  25. I heartily agree with all the reviews. No way to let them know my land line is down. At least 45 min wait to talk to a live body – always!!! Maybe some of the Telus management should read these reviews!! Pretty wretched customer service !

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  26. Terrible trying to find a contact email to report a home phone not working. There is NO CONTACT # FOR A HOME PHONE NOT WORKING. How do you report it with no cell? No help at all. Awful service after over 50 yrs of being a customer.

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  27. Terrible service. Tried to open a mobile account the operator couldn’t process credit card call the bank no record of transaction conclusion the Telus operator could’t punch the right numbers being very rude and blaming me in the process. Satellite TV waiting time to find why two news channels disappeared over 45 min ( the regular receivers reboot did not work). High speed internet is only fast during off peak hours. After using Telus for 15 years I have enough and will be switching to different company.

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  28. every time I call, the hold time is longer than 45 mins and i don’t have a security pin # set up. That is part of the reason for my call, so i actually have to sit on hold for the full time. Last time, hold time was 30 min, and i sat there for over an hour and no response. I work during the day where i cannot spend a hour on hold, They are closed when i have the time.
    The other reason for my call, is to discuss some charges to my bill that i cannot see, because they email them to me, and i cannot set up a telus account without having my bill #. WELL, they block my acct number on my emails, and they don’t mail them to me, and i cannot set up my telus to view my bill without having the bill #. So, i am left stuck on hold waiting to ask an agent what my bill # is so i can complete that part of the process, and then, discuss what it is on my bill that made it over double the contract monthly agreement.
    AWESOME, to say the least !!!!!!!!!!!!

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  29. I have had no success in using the mobility service to top up my account. It consistently refused to accept my 4 digit security number nor the birth date numbers I have entered. As it won’t accept either of these numbers, it is virtually impossible to speak to a human being.

    I am totally unsatisfied with this process. I am seriously thinking of going elsewhere for my mobility services.

    Rosemarie Garvey

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  30. I dread calling Telus, as I have to stay on hold , feels like forever
    I have been on hold for more than an hour every time I call..WHY??
    I think the customer service needs improvement and really sucks

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  32. Telus support services for all levels of clients is extremely poor. People have to be on “HOLD” on phone for over an hour or more. Even for Corporate Clients the wait time is over 45 minutes.

    Telus needs to employ more CSRs and the right number of CSRs to support customers and corporate clients.

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  33. For a company in the communications business, having to wait over 45 minutes for Customer Care to call me back is laughable!
    Hire more staff Telus!

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