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Frequently Asked Questions
For Home Solution customers:
We are waiving home internet overage charges for customers who are not on unlimited data plans until the end of April.
We will continue to include CBC News Network in our Optik Essentials pack helping you stay connected to the latest news and information. We are also currently offering a great mix of family and educational content FREE channel previews on Optik including Family, Family Jr, BBC Earth, and National Geographic. View all channel previews.
For postpaid Mobility customers:
We are waiving all Easy Roam®, Travel Passes and pay-per-use roaming charges for postpaid TELUS customers.
As part of our ongoing efforts to keep our customers and team members safe, we are temporarily suspending the TELUS Trade-In program until further notice.
Additionally, we’ll support consumer and small business customers facing financial challenges because of COVID-19 by providing them with flexible payment options. We don’t want anyone to worry about not being able to pay their bill on time if they have been financially affected by the crisis.
We have put at the disposal of our federal, provincial and local governments our TELUS Health team and our considerable expertise across virtual care and home health monitoring, as well as our 10 mobile health clinics, servicing homeless and vulnerable populations in Vancouver, Victoria, Surrey, Calgary, Edmonton, Ottawa, Mississauga-Peel, Kitchener-Waterloo, Montreal and Halifax.
We have the tools and capacity to assist with detection, screening, triage, treatment and monitoring to better protect both our citizens and our healthcare providers and welcome the opportunity to partner with our government to assist during this crisis.
To accommodate the increased volume and traffic of data on our wireline and wireless networks, our team has ensured that our networks are reliable and resilient to continue supporting Canadians during this critical time: whether it be working from home, enabling virtual learning for Canadian youth, supporting virtual health solutions or powering entertainment streaming services.
Our team continues to monitor our networks to ensure reliability and manage capacity quickly to accommodate consumer demand or significant changes in usage patterns.
Our people, our networks, and our technologies are at the ready to connect and secure the health of Canadians from coast to coast. As part of our unwavering commitment to ensure Canadians can rely on our secure networks to stay connected, we have undertaken preparations to support the increased capacity we expect as more Canadians work from home.
We continue to actively monitor the situation and will take steps to best meet the connectivity requirements of Canadians, including essential capacity required by public authorities.
As part of our efforts to safeguard the health and safety of our team members and customers, we have made the decision to temporarily close all of our TELUS corporate stores and kiosks located in malls across the country. We are providing top up payments for all retail team members affected by store closures to ensure that they continue to receive their average monthly wages and performance pay during this challenging time.
We have introduced rigorous cleaning measures and equipped team members with additional hygiene measures, sanitization and safety products to ensure customers feel at ease during appointments in your home, at your business and in our stores.
As a world-leading technology company, TELUS is in a unique position to enable a flexible work arrangement for much of our team. Consistent with many other organizations worldwide, we are strongly advising our team members who have the ability to work from home to exercise that option.
We’re following the lead of global, national and provincial health authorities and working hand-in-hand with our Medical Advisory Board of experts in occupational health and safety, public health, TELUS Health and infectious diseases to make informed and timely decisions to help keep us all safe.
As part of our efforts to safeguard the health and safety of our team members and customers, we have made the decision to temporarily close all of our TELUS corporate stores and kiosks located in malls across the country. By taking decisive steps now we can help do our part to slow down the spread of the coronavirus. These closures will last for two weeks or until further notice.
Keeping customers connected is critical. Our online stores will remain operational and customers seeking customer support can call Client Care.
At remaining stores, customers can get repairs and loaner devices; swap SIM cards; buy chargers and other key accessories; and activate new services for critical circumstances.
We are providing top up payments for all retail team members affected by store closures to ensure that they continue to receive their average monthly wages and performance pay during this challenging time.
There have been reports of various scam calls relating to COVID-19, where calls are spoofed to appear to be coming from Service Canada. In many cases, call recipients are being told that they have been reported to be in contact with a person confirmed to have COVID-19. The recipient is then asked for their address and social insurance number. Canadians who receive these calls can help stop them by reporting them to the RCMP Anti-Fraud Centre either online or at 1-888-495-8501.
If you receive an unexpected and suspicious call, take a moment to ask yourself if the caller is requesting personal or sensitive information, putting pressure on you, or if something else seems off. If you have received a suspected phishing call to your TELUS mobile device or landline:
- Do not reply to the caller and end the call right away. Give yourself a moment to think about whether this seems suspicious in any way.
- If the caller tries to convince you that they are calling from TELUS, report the call to the TELUS Fraud team at email@example.com so the incident can be logged and investigated.
TELUS takes the reduction of nuisance calls very seriously. You can learn more about scams, such as phishing, on our TELUS Security page.