Our response to COVID-19

Stay safe and connected

Ensuring that our customers and team members are safe and informed is our top priority. As an essential service, we are also ramping up our efforts to keep you connected during this crisis.


What we're doing for you

Last updated April 23, 2020

For all customers:

  • Offering flexible payment options for consumer and small business customers who have been financially affected by the crisis. Contact us for details

For Home Services customers:

  • Waiving home internet overage charges for customers without unlimited data plans until June 30

  • Fees waived for the next two months for families currently participating in our Internet for Good program

  • Offering FREE channel previews on Optik and Pik TV

  • Offering TELUS Online Security Standard (1st month free). Powerful all-in-one protection for your connected devices, online privacy and identity.

  • Pausing the in-flight increase to Long Distance Pay-Per-Minute phone plans

For Mobility customers:

  • Waived Easy Roam®, Travel Passes and pay-per-use roaming charges for postpaid and small business customers from March 13 to April 30  

Maintaining essential services for our customers

Essential TELUS store services

Several of our retail store locations will remain open to provide the following essential services:

  • Repairs and loaner devices

  • SIM card swaps and key accessories

  • Critical new services activation

Managing your account online

Due to higher than normal call volumes, we recommend managing your account online by logging into My TELUS or using the My TELUS app, where you can:

  • View and pay your bills

  • Monitor your usage

  • Manage your products and services

Remote installations and repairs

Technicians will only enter homes or small businesses for:

  • Lifeline or emergency services

  • Escalations evaluated on a  case by case basis 

All other installations, repairs and moves will now be done remotely.

Keeping Canadians connected

We are dedicating $150M to support COVID-19 relief efforts, including:

  • Expanding Mobility for Good to support frontline healthcare workers at hospitals in areas hardest hit by COVID-19 across Canada. Read more

  • Donating over 10,000 devices, tablets and prepaid SIM cards valued at over $5M to help isolated seniors, hospitalized patients and vulnerable Canadians stay connected. Read more

  • Supporting communities with medical technology and equipment through a $10M commitment from the TELUS Friendly Future Foundation. Read more

  • Partnering with local school boards in BC and Alberta to expand our Internet for Good program to help more families in need learn from home. Read more

Data for Good

TELUS is committed to assisting in reducing the spread and impact of the COVID-19 virus.  We recognize that we hold a great deal of critically useful data in this regard, specifically network mobility data.  We want to share this data for the benefit of Canadians without compromising our long standing commitment to respect the privacy of our customers. 

 

Frequently Asked Questions













Stay healthy and informed

Babylon by TELUS Health

Our innovative virtual healthcare app lets you access healthcare services from your smartphone. Using it helps relieve the stress on our overburdened healthcare system while reducing your risk of catching or spreading coronavirus.

You can video chat directly with a doctor and use the chat-style Symptom Checker to receive a suggested course of action.

Akira by TELUS Health

Akira is a bilingual virtual care app that many Canadian employers use to help give their employees access to 24/7 care, alleviating the strain on clinics and hospitals, while reducing the risk for further exposure. The app enables users to connect virtually with a health practitioner for non-emergency medical  issues, including assessment of possible COVID-19 symptoms.