Telus customer care and support service

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:
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.

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.