TELUS customer care number in Canada: fast, accurate ways to reach support

When you need help with TELUS services in Canada—Mobility, home internet, Optik TV, home phone, or SmartHome Security—the right number saves time. Below is a practical, up-to-date guide to the core TELUS customer care numbers, what each line supports, and how to prepare for a productive call.

TELUS serves well over 18 million customer connections across Canada, with demand peaking around lunch and early evening. Knowing which number maps to your specific service and calling at low-volume times (early mornings on weekdays) will usually reduce your wait and get you to the right specialist faster.

The essential TELUS customer care numbers (Canada)

These are the primary contact numbers Canadians use most. Use the Mobility line for wireless devices and plans; use the Home Services line for internet, TV, and home phone. From a TELUS mobile, dialing 611 routes you directly to Mobility Client Care without incurring airtime.

• TELUS Mobility Client Care (postpaid and most mobility support): 1-866-558-2273
• From a TELUS mobile: 611 (free)
• Home Services (Internet, Optik TV, Home Phone, billing/technical): 1-888-811-2323
• Support website and live chat: telus.com/support
• Account management (web/app): mytelus.com or the “My TELUS” app (iOS/Android)
• Accessibility via Canada’s relay service (TTY/voice): 711, then ask for the appropriate TELUS number above
• Independent complaints body (CCTS): 1-888-221-1687, ccts-cprst.ca

Technical support for internet and TV is typically available 24/7, while billing and sales queues have extended but not round-the-clock hours that vary by line of business and province. If your issue is time-sensitive (e.g., no connectivity), choose the “technical support” path in the IVR to reach the appropriate queue sooner.

If you are outside Canada and roaming on TELUS, dial the standard +1 format for the numbers above (e.g., +1-866-558-2273). Roaming charges may apply depending on your plan. If calling from a non-TELUS phone overseas, use a local carrier’s international access code, then +1 and the number.

Hours, languages, and expected wait times

English and French support are available on all national lines. For home internet/TV technical issues and mobile network outages, a 24/7 option is generally present. Billing and activations run extended daytime/evening hours; exact hours can vary by region and season. TELUS posts current options on telus.com/contact-us and on the IVR greeting.

Average wait times fluctuate by day and time. Expect longest waits weekdays 11:00–14:00 and 16:00–20:00 local time, and during major service incidents. Early weekday mornings (08:00–10:00) are usually fastest. If the IVR offers a callback, take it—callbacks often arrive within the quoted window and let you keep your place in line without staying on hold.

For accessibility, use 711 (Telecommunications Relay Service) and ask the operator to connect you to the TELUS number best suited to your issue. Relay operators can remain on the line as needed to facilitate the conversation.

What to have ready before you call

Having verification and technical details at hand speeds up identity checks and shortens troubleshooting. Most account-related calls require proof you’re authorized to make changes; device-specific questions often benefit from precise identifiers and recent test results.

• Identity and account: your 10-digit TELUS phone number (Mobility), your account number (shown on bills and My TELUS), and your account PIN/password. Authorized users should have their full name and DOB ready.
• Service specifics: service address (for home services), plan name, and any recent order/repair ticket numbers.
• Device identifiers: IMEI for phones (dial *#06#), modem/router model and serial (label on device), and set-top box ID for Optik TV.
• Symptoms and timing: when the issue started, exact error messages, speed test results (e.g., from speedtest.net), and steps already tried (restarts, resets, swapping SIM, different cables).
• Billing context: invoice date and number, disputed charges and amounts, pro-rated periods, and promo codes or quoted prices (with dates and any email confirmations).

If you’re moving, have your move-in/move-out dates, new address with postal code, and permission to access the premises (if an install is required). For business accounts, have your BAN (billing account number), site IDs, and contact details of on-site IT if applicable.

Alternatives to calling TELUS

Many common tasks can be completed faster via self-service. My TELUS (mytelus.com or the mobile app) supports plan changes, add-ons, billing history, payment arrangements, and SIM/eSIM swaps for eligible lines. For home services, you can view outage maps, run remote line tests, and schedule technician visits from telus.com/support.

Live chat is available on telus.com/support and telus.com/contact-us for a broad range of issues, including billing disputes, plan changes, and technical triage. Chat agents can authenticate you and perform most account actions. This is often faster during peak calling periods.

For in-person help, use telus.com/find-a-store to locate a nearby TELUS or TELUS-authorized partner store—useful for device trade-ins, SIM swaps, and accessory or warranty swaps. Store queues are typically shorter on weekday mornings.

Escalations and formal complaints in Canada

If your issue isn’t resolved on the first call, ask the agent to escalate to a senior specialist or a supervisor. Document case numbers, times, and names. For billing disputes, keep copies of bills, quotes, and any chat or email transcripts; these will be requested during review.

If multiple escalations fail, you can file a complaint with the Commission for Complaints for Telecom-television Services (CCTS). The CCTS is independent and free for consumers and small businesses. Phone: 1-888-221-1687. Web: ccts-cprst.ca. The CCTS will request that you first attempt resolution directly with TELUS; provide evidence of those attempts when submitting your case.

Business customers with managed services or service level agreements (SLAs) should reference their contract’s escalation matrix, which may include dedicated account managers or priority support queues that bypass general lines.

TELUS corporate and mailing details

Corporate headquarters: TELUS Garden, 510 West Georgia Street, Vancouver, BC, V6B 0M3. General information and corporate resources are available at telus.com. Please note that corporate offices are not customer walk-in centres; use the support lines or store locator for service.

For official correspondence related to service issues, use the channels provided in My TELUS or the “Contact us” pages so your case is tied to a ticket number. If you mail documents, include your account number, service address, and a reachable phone number or email so support can contact you without delay.

Quick tips to get help faster

Call from the phone associated with your account when possible; the IVR can often auto-recognize your line and skip some verification. From TELUS Mobility, 611 is free and routes you directly to Mobility Client Care. If your device has no service, call from another phone but have your TELUS number and IMEI ready.

Use precise keywords in the IVR such as “technical support,” “billing,” “lost or stolen,” or “move services” to land in the correct queue. If you intend to negotiate plan changes or loyalty offers, ask for “Loyalty and Retention” after completing identity verification—availability varies by account and tenure, but it’s the right team for offers and save-actions.

Finally, if you’re experiencing a known outage, check telus.com/support or the My TELUS app first. If an outage banner appears for your postal code, you’ll often see an estimated time to restore service, saving you a call.

Summary: the fastest routes to TELUS support

Mobility: 1-866-558-2273 or 611 from a TELUS phone. Home Services: 1-888-811-2323. Self-service and chat: telus.com/support and My TELUS. Accessibility: 711 relay. Escalations beyond TELUS: CCTS at 1-888-221-1687.

Keep your account number, PIN, and device IDs on hand; call during off-peak hours; and use the right queue keywords. With those steps, you’ll reach the right TELUS specialist quickly and resolve most issues in a single interaction.