Service agreement - FAQ

Many of your questions regarding billing and service agreements can be answered quickly and easily online. Before contacting TELUS, please review our list of frequently asked questions below.

1. What is a service agreement and why is it beneficial to me?
2. How do I sign up for a service agreement?
3. My service agreement is expiring, what do I do?
4. What happens if I want to cancel my service agreement?
5. When does the cancellation fee not apply?
6. Will I be charged a cancellation fee for moving to another High Speed product?
7. Will I be charged for changing my term?

1. What is a service agreement and why is it beneficial to me?

   A service agreement is a payment structure that ensures you get a secure, set rate for your high speed service over a selected period of time. In return for agreeing to a fixed term of service, you receive a lower monthly rate which is guaranteed not to increase during your term.

2. How do I sign up for a service agreement?

   You can sign up for a service agreement online or anywhere TELUS Internet services are sold. If you're signing up for a service you don't already have, click on the "sign up now" link for any of the products you've chosen. The online signup form will give you the option of signing up for a service agreement. If you already have TELUS High Speed and you want to sign up for a service agreement, please call 310-2255.

3. My service agreement is expiring, what do I do?

   When your service agreement expires, TELUS will reward you for your loyalty with a $5 monthly Loyalty discount. Please note, however, that you will no longer enjoy protection from potential rate increases. To take advantage of TELUS rate protection, and find out more about our latest services, call 310-2255.

4. What happens if I want to cancel my service agreement?

   All customers in service agreements are responsible for a cancellation fee as they have agreed to a service agreement term. Customers canceling the service before their term ends will be billed a cancellation fee. This fee is usually $120, but may be higher if you received a promotional item such as a Lenovo desktop or laptop.

5. When does the cancellation fee not apply?

   The $120 cancellation fee for the service agreement term does not apply if:

   • You are moving within Alberta or British Columbia and TELUS cannot provide High Speed Internet at your new address.
   • Due to technical limitations or because TELUS was unable to provide your service within the first 20 days. In these situations you will need to return your modem to TELUS before we can discontinue the service charge on your account.

   The cancellation fee for the promotional item with purchase would still apply. eg Lenovo desktop or laptop: $480 total cancellation fee - $120 service agreement cancellation fee = $360 cancellation fee charged to the customer for promotional item with purchase.

6. Will I be charged a cancellation fee for moving to a lower tier high speed product? eg High Speed Enhanced 3.0 to High Speed Lite

   If a customer moves to a high speed product that is lower in tier or speed, and they had previously received a promotional item, they will be charged the cancellation fee for the promotional item they received. See question #4 above.

7. Will I be charged for changing my term?

   You can increase the length of your term without penalty at any time. However, you can not shorten the length of the agreed term without incurring a cancellation fee.