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 maintaining our efforts to keep you connected during this challenging time.

Read our CEO letter

Caring for our customers

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

Support for installs and repairs

As physical distancing guidelines change, we will continue to offer innovative install and support options.

Self install

Products are shipped to your door with self install instructions. 

Virtual install

A technician will deliver sanitized devices to your doorstep, then guide you through the installation steps over a video call.

Professional install

After an onsite safety assessment, technicians may enter your home to complete the necessary work.

Note: If we need to return to complete installation, we will contact you to arrange an appointment. Learn more.

Learn about your install options
 

TELUS store services

We make every effort to protect the health and wellbeing of our customers and staff by:

  • Limiting the number of customers in-store. Customers not wishing to wait can leave their contact info and receive a call-back.

  • Implementing social distancing measures

  • Enhancing in-store hygiene for customers and employees

Some stores may still only provide essential services, including:

  • Repairs and loaner devices

  • SIM card swaps and key accessories

  • Critical new services activation


Limited edition reusable TELUS Critter Masks

From your favourite critters to nature patterns, 3-packs of the non-medical masks are available in adult and youth sizes. All proceeds go to the TELUS Friendly Future Foundation to support COVID-19 relief efforts.


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. Contact your organization to confirm eligibility. 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

For more ways to stay safe, informed, healthy and inspired, visit Stay Connected.


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

 
 

Protect yourself and others with the COVID Alert app

To help keep our customers and communities safe and connected during the pandemic, TELUS is encouraging everyone to download and use the Canadian Government’s new COVID Alert notification app.

To learn how Canada’s free exposure notification app works and how your privacy while using it is protected, visit the Government of Canada’s COVID Alert site.

Where it works

The app is currently operational in Ontario, Manitoba, Quebec, New Brunswick, Newfoundland, Labrador, and Saskatchewan, but all Canadians can still download it.

Babylon by TELUS Health

Download and register for our innovative virtual healthcare app to 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 COVID-19.

You can video chat directly with a doctor or use our free chat-style Symptom Checker to inquire about your symptoms and receive recommendations.

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.