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Premium Care FAQ

What is Premium Care?

Premium Care is high tech help for hire introduced by TELUS to help fix your computer-related problems via remote support.

Do I have to reside in AB or BC to receive this service?

No! TELUS Premium Care technicians can service anyone, anywhere as long as you have a high speed internet connection and a valid credit card. Our service isnot limited to just TELUS clients!

What kind of service does Premium Care provide?

Premium Care offers a wide range of high tech help, including:

  • Locating and removing viruses and installing/configuring anti-virus software
  • Stopping pop-ups, removing adware/spyware and installing/configuring anti-spyware software
  • Installing home networks (including wireless networks) and ensuring network security
  • Fixing email and software problems
  • Fixing printer, scanner, digital camera and other peripheral problems
  • Increasing computer performance; PC tune-ups
  • Performing standard maintenance, plus installing updates and patches
  • Installing and configuring new software and peripheral hardware, plus providing user training
  • Assisting in data back-up processes
  • Fixing error messages, frozen screens and much more!


What is a remote support session?

A remote support session, also known as online support, allows us to remotely view your computer screen and securely fix most computer and network problems without having to send a technician to your home. It's like watching your computer fix itself! Through desktop sharing technology, you simply log in to our secure online support center and allow a technical support representative to view and interact with your computer remotely via the Web.

Why is remote computer support better than more traditional support options?

Remote computer support is less expensive, easier to use and much more convenient than traditional computer support or repair services. Our technicians identify and resolve all sorts of problems faster, sparing you the hassle of trying to follow complicated tech support or telephone instructions, often from multiple vendors.

Is a remote support session secure?

Absolutely. When you connect to our online support center, you are initiating an encrypted connection between your computer and the technician's computer, creating a unique one-to-one session that no one else can view or access. This ensures your security and privacy.

In addition, you are in control the whole time. Only you can initiate a remote support session and you can end a session at any time by simply closing the support window on your desktop. Plus, you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems. At any time you can resume control by simply moving your mouse.

Is it easy to use remote support?

Very. Simply sit back and watch one of our remote technicians access your computer through the Internet or work on something else while the technician is fixing your computer. Remote computer support is simple, convenient and, best of all - hands-free.

Are your technicians qualified to work on my computer?

All of Our Premium Care computer experts are Comptia A+ certified technical professionals. Every technician is pre-qualified, has at least two years experience in a help desk environment and completes an extensive training course on service delivery excellence and the virtual interface.

Is your work guaranteed?

YES! Our promise to you is that if we do not fix your problem you do not pay and our computer services are guaranteed for five (5) days. If there is a problem with any service we provide, just notify us within five days and we will work to remedy any issues quickly and professionally at no additional cost. At TELUS, your satisfaction is very important to us. Our high tech team is dedicated to providing you with the best possible computer support service. If you are not completely satisfied with your service, please email us at hightechhelp@telus.com and we will work with you to ensure your total satisfaction.

Can you get back into my computer after the session is over?

No. When you agree to connect to the TELUS secure online support center you are prompted to download a temporary desktop sharing application and supporting tools that allow us to view and interact with your computer. Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer unless you invite us to do so again.

Do I have to install any software to use remote support?

No special software is needed. However, you must accept the installation of a Microsoft Active X control. Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer.

Does TELUS collect any personal information from my computer?

Not without your permission.

What sort of access does TELUS have to my computer when a remote support session is active?

A Premium Care agent, when granted permission by you to access your computer, will have the same access to all the content on your computer as easily as if he or she were in your home sitting in front of it. Plus, agents will only access areas of your computer that are necessary for issue resolution.

Can you provide remote support through a dial-up connection?

No, a dial-up connection is too slow to adequately facilitate most remote services.

Do you support Apple® computers?

Yes, TELUS Premium Care does  support Apple (Macintosh) computers running OS X 10.5.

Do you charge to diagnose my computer?

No! we only charge if we fix your technical issue. We will do everything we can to identify and resolve your computer issues, or at the very least, provide suggestions and next steps on resolving any issues. For computers that are over 4 years old, or running Windows 98 or older, we suggest you consider purchasing a new computer before spending money attempting to perform repairs.

How much is the service?

Much less than traditional computer support options. By viewing and interacting with your computer directly through the Internet, we can complete the most work in the least amount of time, saving you money. There's typically no need to schedule an in-home visit or take your computer to a local repair shop.

Now is a fantastic time to take advantage of the convenience of remote support. Check out our current offers.

Can you give me an example of when TELUS' traditional Internet technical support could not help me, but Premium Care could?

If, for example, you need assistance installing new software a Premium Care technician would be able to help whereas an Internet technical support agent would not. Remember that traditional technical support agents are trained to resolve issues relating to your TELUS High Speed Internet service. Premium Care agents can help with everything else.

If I have an Internet connection with a provider other than TELUS, can I still receive TELUS Premium Care?

Yes. As long as you have a functioning high speed Internet connection (regardless of provider), we can offer you Premium Care remote support service.