Technical support policy (Québec only)

In an effort to maintain the quality of of our service, new standards have been established to update the technical support we offer. The following is a list of compatible operating systems, software programs and peripherals.

Operating systems


Technical assistance Free basic service Platinum technical support
Windows 10
Windows 8/8.1
Windows 7
Included
(Network connectivity setup only)
Included
Included (advanced connectivity setups/Internet access)

Tablets and smartphones


Technical assistance Free basic service Platinum technical support
iPhone, iPad, iPod Touch
BlackBerry systems
Android systems
Windows Phone systems
Included
(Network connectivity setup only)
N/A

Game players


Technical assistance Free basic service Platinum technical support
XBOX 360 / One
Playstation 3 / Playstation 4
Wii / Wii U
Nintendo 2DS / 3DS / 3DS XL
Included
(Network connectivity setup only)
N/A

Peripherals


Technical assistance Free basic service Platinum technical support
Dial-up modems
s.o.
Installation and setup of drivers for modems that are ready to use (best service as possible)
High-Speed Internet modem (provided by TELUS Quebec)
Inclus
Inclus
Network card N/A
Installation and setup of drivers for all types of 10/100/1000 network cards that are ready to use. (If the equipment is not supplied by TQ – best service as possible)

Software


Technical assistance Free basic service Platinum technical support
Microsoft Edge
Microsoft Internet Explorer 11
(Windows 7 et plus)
Mozilla Firefox
Google Chrome
Email (Windows 10)
Windows Live Mail
Microsoft Outlook (2010 and above)
Safari (Mac OS X)
Mail (Mac OS X)
Basic Setup
Included (advanced connectivity setups/Internet access)
Internet network connectivity for supported operating systems
Basic setup
Included
Network card s.o.
Included (reinstallation of operating system files for connectivity/Internet access issues (e.g. DLL, INI, Preferences)

Phone


  • Setup and operation of mobile devices and phone equipment sold by TELUS for the warranty period.
  • Setup and operation of phone options offered by TELUS
  • Problem determination assistance for outside wiring

Support not provided for


  • Devices not sold by TELUS
  • Problem determination assistance and indoor wiring repair (including phone jacks) on non-TELUS wiring
  • Hooking up non-TELUS equipment (DVD player, VCR, home theatre)
  • Remote control not provided by TELUS
  • Programming macros on the remote control provided by TELUS

Top-up


In addition, customers can request support for any problem related to connecting to the network or sending emails. Level 1 TELUS Technical Support will not service any software not included in the TELUS technical support policy. Example:

  • Web page creation
  • Use of websites, grafts, extensions or additional services
  • All applications unrelated to the Internet
  • Operating system problems
  • Hardware problems (except for modem drivers and network card)

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