TELUS Customer Care Contact: The Complete, No‑Nonsense Guide

The fastest ways to reach TELUS customer care

If you need help right now, start with the channel that matches your situation. From a TELUS Mobility phone, dialing 611 (or *611) routes you directly to client care without using your plan’s minutes within Canada. For home services (Internet, TV, home phone, and home security), TELUS maintains a dedicated care line at 1‑888‑811‑2323, which is widely used across Canada for residential support. Both options can authenticate your account faster if you have your 4‑digit PIN or a code sent to your phone or email.

Online support is reliable and often faster during peak call times. The central support portal is telus.com/support, and the “Contact us” directory is at telus.com/en/support/contact-us. Live chat and the TELUS virtual assistant are available from most pages within that support site and inside the My TELUS app (iOS/Android). For quick status checks or simple account questions, @TELUSsupport on X (Twitter) responds efficiently with basic account verification via secure links; never share full account numbers or PINs over public messages.

• Mobility (from a TELUS phone): 611 or *611 (no airtime charge in Canada)
• Residential (Internet/TV/Phone/Security): 1‑888‑811‑2323
• Support portal and live chat: telus.com/support and telus.com/en/support/contact-us
• My TELUS app (billing, usage, add‑ons, support): search “My TELUS” in your app store
• Social support: X (Twitter) handle @TELUSsupport
• Report spam texts: forward the message to 7726 (SPAM) at no charge

Phone support by service type

Mobility (wireless plans, devices, roaming)

For mobility accounts, 611 is the simplest path to an agent who can handle billing, plan changes, device financing balances, and roaming issues. If you’re traveling, use the My TELUS app or telus.com/support for chat to avoid international calling charges; toll‑free Canadian numbers sometimes don’t work from overseas. Be ready with your device IMEI (dial *#06#), your account’s 4‑digit PIN, and the last two bill amounts paid to pass verification quickly.

Roaming troubleshooting is most effective when you can provide your current network (e.g., which partner you’re latched to), exact location, and timestamps of failed calls or data sessions. If the issue is eSIM activation while abroad, Wi‑Fi plus the My TELUS app or web chat is typically the fastest resolution path without needing a voice call.

Home services (Internet, Optik TV, home phone, and home security)

For TELUS home services, the 1‑888‑811‑2323 line supports billing, speed and stability issues, TV troubleshooting, and move orders. Before you call, run a speed test over Ethernet (if possible), note your modem/router model (e.g., Arcadyan/T3200M or NH20A), and jot down the LOS/DSL/WAN light status. Those details help triage quickly and reduce the need for a truck roll.

When moving, contact TELUS at least 14 days in advance to secure installation dates, especially in high‑demand months (June–September). If you’re on PureFibre, confirm whether your new address is fibre‑ready; install times can vary depending on whether a drop needs to be placed or an ONT relocation is required inside the home.

Business (small/medium and enterprise)

Business customers should start at telus.com/business/contact-us to route requests correctly—wireless for business, Internet/voice, security, and IoT have separate queues. Using the correct path speeds SLA‑backed troubleshooting and ensures your ticket is tagged with the right priority and product codes.

Have your BAN (Billing Account Number), service address, and any managed hardware IDs (MAC/serial) at hand. For enterprise managed services, include your existing ticket number or the change window you’re aiming for; this reduces back‑and‑forth and helps the agent consult the appropriate NOC or care team without delay.

Hours, response times, and best practices

Phone and chat hours vary by line of business, but evening call volumes are typically lighter on weekdays after 7 p.m. local time. Mondays and the first two days of a new billing cycle tend to be the busiest. If you’re offered a callback option, take it—TELUS’ system usually holds your queue position and returns your call within the quoted window.

When you connect, have verification ready: your 4‑digit PIN, account number (found on your bill or My TELUS), and recent payment details. For technical problems, collect timestamps, error messages, traceroutes (for Internet), or diagnostic screenshots. Clear, concise notes can reduce resolution time by one transfer or more.

Escalations and unresolved concerns

If your issue isn’t resolved on the first contact, ask to escalate within TELUS. Agents can transfer you to specialized teams (technical, billing adjustments, loyalty/retention) or open a formal case with tracking. Keep your case number and the agent’s first name and time of call for reference. If a promised follow‑up is missed, reference that case on your next contact to avoid repeating diagnostics.

For complaints you can’t resolve with TELUS after reasonable attempts, you can contact the Commission for Complaints for Telecom‑television Services (CCTS), an independent, no‑charge ombuds service for consumers and small businesses in Canada. CCTS phone: 1‑888‑221‑1687. Website: ccts-cprst.ca. Before you file, gather your TELUS case numbers, dates, and any billing or outage evidence to streamline the process.

Accessibility, language support, and account security

Accessibility support is available through TELUS’ standard lines and support portal; let the agent know if you require accommodations. Canada’s Message Relay Service can be reached by dialing 711 (TTY/Voice Relay) to place or receive calls via an operator. SRV Canada VRS supports ASL/LSQ users; you can initiate a call to TELUS through the VRS app and provide your account details to the interpreter for a smooth handoff.

For fraud prevention, forward suspicious texts to 7726 and report phishing emails through the guidance at telus.com/support (search “phishing” or “TELUS Wise”). Enable account‑level protections in My TELUS: set or update your 4‑digit PIN, enable two‑step verification, and turn on number transfer/port protection when available. If you suspect SIM swap or port‑out attempts, contact TELUS immediately via 611 and ask for a security freeze while the account is reviewed.

In‑person help and corporate addresses

For device issues, SIM/eSIM changes, and basic account help, a TELUS store can often resolve matters same‑day. Use the store locator from telus.com (search “find a store”) to confirm hours, appointment options, and in‑store services like trade‑ins or device diagnostics. Bring government‑issued ID and your account number if you’re updating ownership or adding lines.

TELUS corporate offices are not walk‑in support centres, but for reference the Vancouver head office is commonly listed at TELUS Garden, 510 West Georgia Street, Vancouver, BC, V6B 0M3, and TELUS House Toronto at 25 York Street, Toronto, ON, M5J 2V5. Do not mail payments or equipment to these addresses; use the return labels/equipment return kits provided in your order or contact 1‑888‑811‑2323 to obtain the correct warehouse address if your kit was lost.

Prepare for a successful call or chat

A few minutes of preparation can shorten your support journey significantly. Gather the essentials below, then contact the right line or channel for your service type. If you’ve already tried fixes (restarts, SIM reseat, modem power cycle), tell the agent exactly what you did and when.

• Identity and account: government ID (in store), account number, service address, and your 4‑digit TELUS PIN
• Recent activity: last two bill amounts paid and dates, order numbers, case/ticket numbers
• Technical details: phone IMEI (*#06#), SIM ICCID (on card), router/modem model and light status, exact error messages
• Diagnostics: timestamps of failures, speed tests (wired if possible), screenshots, and any steps already taken
• Travel/roaming: country/city, current roaming partner network, and whether voice/SMS/data fail consistently or intermittently

When in doubt about the correct contact path, start at telus.com/en/support/contact-us or call 1‑888‑811‑2323 for residential services. Mobility users on TELUS devices can dial 611. Keep your case number handy until your issue is fully resolved, and consider following up in writing (secure chat or My TELUS message) to maintain a record of commitments and timelines.