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.
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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
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.
- 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
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
- Account or product cancellations
- Technical support
- Faults and repairs
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 TELUSorders@TELUS.com.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Telus gives customers plenty of options to check their voicemail. The following steps are accurate as of August 2019:
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.
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? Here is a chart of the current state of the services. The blue line represent the number of reports submitted by our users over the past 24 hours, compared with the number of reports submitted last week (grey line).