Keeping you safe

Our response to COVID-19

Keeping our customers and team members safe, informed and connected is our top priority. As we have been recognized as an essential service, here is what we are doing to protect and support you.

Read our FAQ

Helping you stay connected and protected

Effective immediately, we are:

For Home Services customers:

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

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

  • Offering FREE channel previews on Optik TV –  View channel previews  

  • Offering TELUS Online Security Basic (1st month free). Powerful protection for your connected devices, online privacy and personal information.

  • Pausing the in-flight increase to Long Distance Pay-Per-Minute phone plans, with credits automatically applied to April bills for customers who have incurred incremental costs in March

For Mobility customers:

  • Waiving all Easy Roam®, Travel Passes and pay-per-use roaming charges for postpaid and small business customers until April 30

For all customers:

  • Offering FREE educational activities encouraging families to ‘Learn, Do and Share’ with our friends at Microsoft 

  • Offering FREE TELUS Wise digital safety online workshops and printable activities for youth

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

To support our communities we have implemented incredible initiatives, including the following highlights:

  • $10M commitment from the TELUS Friendly Future Foundation to support medical technology and equipment

  • $500K donated to help with the research and development of antivirals

Reschedule Your Appointment

If you wish to reschedule an upcoming appointment with TELUS, our team is ready and willing to help.  

For ADT by TELUS customers, please call 1-877-627-0504 to reschedule your appointment.

Maintaining essential services for our customers

Modified in-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

Manage your account online

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

  • View and pay your bills

  • Monitor your usage

  • Manage your products and services

Remote installations and repairs

To protect our customers and team members, technicians will only enter homes or small businesses for emergency services.

All other installations, repairs and moves will now be guided remotely from the exterior of the home leveraging innovative tools and approaches tested by our TELUS team.

Delivering virtual healthcare and information

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 contracting or spreading coronavirus.

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

TELUS Talks with Tamara Taggart Podcast

Wondering how virtual healthcare can help keep you safe during the coronavirus pandemic? 

Listen to our new twice weekly podcast hosted by veteran journalist Tamara Taggart that offers advice from medical experts and more on protecting yourself and your family.

Staying informed

As the COVID-19 crisis unfolds, we strongly encourage our customers and team members to check often for updates from authoritative sources, including:

World Health Organization

Centres for Disease Control and Prevention

Public Health Agency of Canada

 

Frequently Asked Questions