TELUS Customer Care in Canada: An Expert, Practical Guide

TELUS is one of Canada’s largest telecommunications providers, serving mobility, home internet, TV, security, and business customers nationwide. The company originated in 1990 in Alberta and merged with BC Tel in 1999, moving its headquarters to Vancouver. While TELUS has retail stores across Canada, most account and technical support is handled through phone, chat, and the My TELUS app.

This guide explains exactly how to reach the right TELUS team, what information to have on hand, how billing and repairs typically work, how to escalate complaints effectively, and how to access support options tailored for accessibility. The focus is practical: expect direct phone shortcuts, URLs, verification tips, and step-by-step expectations to help you resolve issues faster.

How to Reach TELUS Customer Care (Fastest Channels)

The quickest route to a live agent depends on your service type and situation. TELUS routes calls via an interactive system that prioritizes technical outages and account security concerns. Calling from the device or account tied to the service speeds identity checks.

• Call from a TELUS mobile: Dial 611 (free). Works across Canada for Mobility client care and common account changes. Expect to verify with your 10-digit number and account PIN.
• Web support hub: https://www.telus.com/support Consolidates chat, device troubleshooting, internet outage info, and FAQs for Mobility, Home Internet, Optik TV, and Security.
• Account management: https://my.telus.com Use My TELUS to update payment methods, view bills, add add-ons, manage roaming, change contact info, and schedule moves. The My TELUS app is available on iOS and Android.
• Social media support: @TELUSSupport on X (Twitter) and TELUS Support on Facebook Messenger for non-urgent help. Do not share full account numbers or PINs publicly.
• In-person: Book appointments through the store locator on telus.com to handle SIM/eSIM swaps, device upgrades, and accessories. Bring government-issued ID and the account holder if changes require authorization.

Note: TELUS’s corporate office address is TELUS Garden, 510 W Georgia St, Vancouver, BC, V6B 0M3. This is not a public walk-in customer service centre; use phone, chat, app, or retail stores for service.

What to Have Ready Before You Call or Chat

Have your 10-digit phone number (Mobility) or account number (Home services) ready, along with your 4-digit account PIN. If you don’t know your PIN, be prepared to answer security questions or request a PIN reset via My TELUS. For technical issues, collect basic diagnostic details to avoid back-and-forth.

For Mobility, note your device model, IMEI (dial *#06#), recent location(s) where issues occur, and examples with timestamps (e.g., calls failing since 2025-08-15 around 17:30 local time). For Home Internet/TV, note the service address, modem/router model, whether it’s PureFibre or copper/coax, LED statuses, error messages, and speed test results (preferably wired to the gateway). If another person will speak on your behalf, ensure they’re an authorized contact on the account before the call.

Billing, Payments, and Refunds

Billing cycles are monthly and shown on page one of your TELUS invoice in My TELUS. Auto-pay (credit card or bank account) reduces missed-payment risk and is editable in minutes online. Online card payments typically post within minutes; bank bill payments can take 1–3 business days depending on your financial institution. Keep payment confirmations until they appear on your TELUS account.

To dispute a charge, contact TELUS within the same billing cycle for best results. Have the line number, the charge date, and the line item descriptor ready (e.g., “Roaming pass – 10-day – $X on 2025-08-12”). If a refund is approved, credit card reversals can take 3–10 business days to appear on your statement; bill credits apply on the next invoice. For moves, suspensions, or plan changes mid-cycle, expect prorated charges and credits; confirm effective dates while on the call or via the chat transcript.

Technical Support: Mobility, Internet, and TV

For Mobility data/voice issues, first reboot the device and toggle Airplane Mode. Check the network mode (LTE/5G) and ensure Data Roaming is enabled when abroad. If you recently switched SIM/eSIM or number, confirm the correct APN is set (default TELUS APNs usually configure automatically). Provide call examples by date/time and whether the issue occurs indoors vs. outdoors—this helps TELUS distinguish device, account, or local network problems.

For Home Internet/Optik TV, power-cycle the gateway and any mesh nodes for 10–15 seconds. Run a speed test on a wired device connected directly to the modem/router and compare against your subscribed speeds in My TELUS. For TV pixelation or channel issues, note channel numbers, program times, and whether on-demand vs. live channels are affected. If a technician visit is scheduled, confirm the service window, contact number, and access instructions (e.g., buzz code) before ending the interaction.

Moving, Transfers, and Cancellations

Use My TELUS to schedule moves for internet/TV at least 10–14 days ahead, especially during peak seasons (June–September). You’ll confirm your new service address, eligible speeds, and whether hardware swap or a technician visit is required. Keep the order number and the scheduled date/time handy, and ask whether your email, static IP (if applicable), or security system require configuration changes at the new address.

To cancel or transfer ownership, the account holder must authorize. For Mobility number transfers (porting) to another carrier, keep your TELUS line active until the new provider completes the port. For Home services, return equipment promptly to avoid non-return fees—TELUS staff will provide a return method and deadline. Get a final confirmation number and the effective date before ending the conversation, and check the final bill for any remaining device balances or prorated credits.

Accessibility and Language Support

TELUS supports accessibility needs through multiple channels. If you use TTY or require hearing assistance, dial 711 (Canada-wide relay service) to connect to TELUS care. TELUS provides specialized support options and documentation at https://www.telus.com/accessibility, including information on wireless code accommodations for customers with disabilities.

Customer care is offered in English and French nationwide, and TELUS can arrange third-party interpretation for other languages on request. If you require alternative formats of bills or instructions (e.g., large print or Braille), request this explicitly and note it as a permanent preference on your account.

Escalation and Formal Complaints

If an issue isn’t resolved on first contact, ask the agent to escalate to a supervisor or an escalation team and request a case or ticket number. Summarize the problem, the impact (e.g., days without service), and the remedy you’re seeking. Save chat transcripts and email confirmations—these are invaluable if the case moves to a formal complaint.

• Internal TELUS escalation: Supervisor or specialized back-office team (billing adjustments, field operations, network).
• Independent complaint body: Commission for Complaints for Telecom-television Services (CCTS). Toll-free: 1-888-221-1687. Web: https://www.ccts-cprst.ca Submit if the issue remains unresolved after working with TELUS. The CCTS is free and impartial.

When filing with the CCTS, include the TELUS case number, dates of contact, and copies of bills or transcripts. Keep your TELUS account active and paid to avoid credit impact while the dispute is reviewed; you can still contest the specific charge under investigation.

Privacy and Account Security

Never share your full PIN or full credit card details via social media or email. TELUS agents will complete two-step verification before discussing sensitive information; you can also enable additional safeguards like port protection on Mobility lines to prevent unauthorized number transfers.

Change your My TELUS password if you suspect compromise and review recent device logins in your account. For suspected SIM swap or fraud, contact TELUS immediately through 611 from your TELUS mobile and ask for the fraud/security team; document the time of the call and the agent’s name for follow-up.

Device Repairs and Replacements

For manufacturer warranty repairs, TELUS generally follows the device maker’s terms (often 12 months). Back up your data and disable Find My iPhone/Android’s Find My Device before checking a phone in for service. Physical or liquid damage is typically not covered by manufacturer warranty; extended protection plans, if you enrolled, outline deductibles and replacement timelines in your plan documents within My TELUS.

In-store diagnostics can triage simple issues (SIM failures, accessory faults). For mail-in repairs, confirm shipping instructions, expected turnaround, and whether a loaner device is available. Keep the repair RMA number and tracking info until your device is returned or replaced.

Key Links and References

Support hub: https://www.telus.com/support

My TELUS (account & billing): https://my.telus.com

Accessibility: https://www.telus.com/accessibility

Social support: @TELUSSupport (X/Twitter) and TELUS Support on Facebook

Independent complaints (CCTS): 1-888-221-1687 | https://www.ccts-cprst.ca