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.
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.
Products are shipped to your door with self install instructions.
A technician will deliver sanitized devices to your doorstep, then guide you through the installation steps over a video call.
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.
TELUS store services
We make every effort to protect the health and well‑being of our customers and staff by:
Implementing social distancing measures, including limiting the number of customers in-store
Requiring that all customers wear masks
Introducing a touchless purchase experience
Enhancing in-store hygiene for customers and employees
Some stores may still only provide essential services, including:
Activating and renewing critical services
Phone repairs, loaner devices and trade-in services
New and replacement SIM cards
Purchasing prepaid top ups
Essential accessory purchases
Modem and remote swaps
Note: Check your nearest store’s hours before visiting, as they may have changed due to regional health and safety guidelines.
Serving you safely and putting Canadians back to work
Connectivity has never been so important. That’s why we have reintroduced mobile sales teams to better serve you. If we knock on your door, rest assured that we are following physician-approved COVID-19 safety protocols, including:
Contactless social distancing
Completing a daily fit for work assessment
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 Manitoba, New Brunswick, Newfoundland and Labrador, Northwest Territories, Nova Scotia, Ontario, Prince Edward Island, Quebec 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.