HSIA Service Terms

The terms in this section, called the “service terms”, apply to a group of services or a specific service within a group. The terms in this section apply to the unmanaged high speed internet access (“HSIA”) services, which can vary depending on available technology and speed.

1.1 High Speed Internet Access General Description

The HSIA Services are unmanaged broadband access services that enable you with high speed Internet. The HSIA services are dependent on a network path/interconnection from your service location to the Internet using the Internet Protocol (“IP”).

1.2 Service Elements and Features

Service Plans

The HSIA Services include the following standard service elements:

Different HSIA plans are available in each download speed range, dependent on available technologies, which include GPON, copper and other types of HSIA access provided by other carriers.
For each service location, we will identify in Your Services & Summary Charges the expected HSIA Service plan at the qualification stage, for which the expected download speed range is set out in the table below. If expected HSIA Service plan is not available at the time of install, we will offer another HSIA Service plan within the same download speed range. The upload speed may differ for download speed depending on the HSIA service plan technology. If a better plan becomes available within the service period, we can agree to change the HSIA Service plan without the need to formally amend the contract as long as the applicable monthly fixed charge remains the same.

Download Speed RangePlan Names
Up to 15 Mbit/sOffice Internet Lite, Office Internet Basic, Office National Internet Basic, Fibre Internet 15
16 - 25 Mbit/sOffice Internet, Office National Internet, Fibre Internet 25
26 - 75 Mbit/sOffice Internet Plus, Office Internet Enhanced, Office National, Internet Plus, Office National Internet Enhanced, Fibre Internet 75
76 - 150 Mbit/sOffice Internet Professional, Office Internet Complete, Office National Internet Professional, Office National Internet Complete, Fibre Internet 150
151 - 300 Mbit/sOffice National Internet Extra, Fibre Internet 300
301 - 750 Mbit/sOffice National Internet Advanced, Fibre Internet 750
751 - 1000 Mbit/sOffice National Internet Premium, Fibre Internet 1G

HSIA features include:Features

  • Unlimited monthly data
  • Dynamic IP address(es) (unless prescribed by security requirements)
  • 24/7 technical support

Available optional service elements can be added:

  • TELUS email account(s)
  • Static IP address(es)

HSIA Services details may be updated from time to time. However, we will continue to provide the HSIA service elements included in the HSIA Services plan indicated in the Your Services & Summary Charges.

1.3 Installation and Infrastructure

Service Infrastructure

We will supply, install, maintain and repair all facilities and equipment necessary for the HSIA services up to the point of connection at your service location as identified in Your Services Charges Details.


Installation options available for the HSIA Services will depend upon the service location Site and the HSIA Services plan available. Standard installation excludes any requirements imposed by building owner or management, including conduit installation, which will be bill in one-time charges if required.

In certain cases there may be further installation of a wall jack or inside wiring required. In the event unforeseen additional requirements are needed, we will discuss those options and obtain your agreement regarding potential additional wiring charges.

In order to provide the HSIA Services to you, we may need to install equipment at your service location. In which case, you are responsible to take reasonable care of this equipment.

We will commercially reasonable efforts to provide the HSIA Services within our standard service implementation intervals, but failure to meet such is not a breach or default of this agreement and will not result in any credit, refund of charges or payment of any amount.

There may be instances at the time of your installation that the servicing area does not meet the expected quality standards to deliver the ordered HSIA service plan. We will notify you in writing and the site(s) will be cancelled without any cancellation charges.


TELUS is responsible for the installation and maintenance of the service components required to provide HSIA services up to the legal boundary of your service location. We may charge one-time charges to extend our network facilities on your service location, including any requirements imposed by building owner or management, including conduit installation. Consequently, you shall pay, if required, for each particular service location, any one-time charge to cover those expenses up to the amount specified in your Services Charges details. The actual one-time charge to cover those expenses will be confirmed after installation.

Unforeseen circumstances may cause the actual cost of one-time charge to exceed the preapproved one-time charge specified in your Services Charges details. In which case, you can agree in written to pay the actual cost of one-time charge or cancel the HSIA service at such service location without any obligation for you or for TELUS.

Changes in the environment or location of any service components at the service location require our approval

Wireless Modem

If specified in the Service Charges section, you should receive a wireless modem. Signal range and penetration of the wireless capabilities of the HSIA Services will depend on factors such as the number and density of walls and ceilings in the networked area and the distance between the high speed wireless gateway and your computer(s). The wireless modem may be susceptible to interference from other devices such as cordless phones, microwave ovens and electric motors. When using the wireless capabilities of the HSIA Services to access the Internet or any other online network or service, there are certain risks that may allow other service users or Internet users to gain access to your computer system or your HSIA accounts. You should take all appropriate security precautions when using such wireless capabilities including encrypting your network, installing a firewall and an anti-virus solution, selecting secure passwords, allowing only pre-approved computers and users on your network, and disabling computer file sharing capabilities when moving your computers outside of your network.

Smart Hub

If specified in the Service Charges section, you should receive a TELUS wireless Smart Hub device as backup for HSIA Services or Internet services at your service location. The Smart Hub device can accommodate a maximum of 3 Wired LAN connections and up to 32 Wireless LAN Connections. A TELUS router is required in order to use the Smart Hub device. The Smart Hub device is not recommended for use with a non-TELUS router as the device does not support a bridge mode configuration option or functionality. Performance of Internet service connectivity on the Smart Hub device will be subject to wireless signal strength at the location of the Smart Hub device.

The Smart Hub device forms part of the service components. You shall install the Smart Hub device in accordance with instructions from TELUS.

You agree to pay all fees and charges incurred (and applicable taxes) for incremental usage in accordance with the Wireless Backup Smart Hub plan specified in the Service Charges section.

1.4 Yours Responsibilities


You are responsible for the security of your network, for implementing your own security policies, and for obtaining any security services to protect your network


When using the HSIA Services, you must comply with TELUS’ acceptable use policy and IP address policy, published at www.telus.com/aup (“AUP”). We may change the AUP at any time, at our discretion. We will publish the new AUP at www.telus.com/aup, and you are responsible to review this policy regularly.


You are responsible for managing all passwords related to the HSIA Services, including maintaining the confidentiality of your user’s account and all passwords related to such account.

1.5 Specific Conditions

Speed limit

Speed and throughput levels may vary post installation for HSIA Services. Speed is a function of many factors, some of which are out of TELUS’ control. Internet speeds and signal strength may vary depending on the technology used, the location, the configurations, the usage within your office network, the Internet traffic, the number of users and the applicable network management. We do not guarantee that you will reach the maximum download speed range of your service plan at any time. Download and upload speeds may be asymmetrical or symmetrical depending on the HSIA service plan technology. The speed shall be calculated with a wireline connection between the terminal and the first network element part. To take full advantage of the speed, minimal computer components are required. Maximum speeds require optimal network conditions on a wired connection. Concurrent data streams, including combinations of uploads and downloads, may be required to access maximum speeds. Maximum speeds may not be achievable using a single device.

System requirements

You must ensure that yours equipment and software meet the current minimum system requirements we may specify to you from time to time and as being necessary for access to the HSIA Services. We will post such minimum system requirements on our website.

Static IP

To implement the TELUS Static IP for HSIA Services, the device must be configured to request an address via TELUS’ DHCP Static IP server. Each IP will be registered to the media access control (MAC) address for the device that needs it which will retain the reserved IP until the MAC address is removed or changed.


Any software and related documentation that forms part of the HSIA Services is protected by applicable intellectual property laws, remains the sole property of TELUS or its suppliers and is subject to applicable software license.

1.6 Service Performance


We do not offer performance commitment on the HSIA services. Our Services Help Desk will provide 24 hour, 7 days per week assistance on a reasonable effort basis.

Maintenance activities

From time-to-time, we will conduct activities to maintain the performance and reliability of your network connection. We will strive to inform you of scheduled maintenance via the email address that you provide at the time of activation. In order to make sure you receive the email, you must keep TELUS informed of the correct email address and make sure the email address is able to receive email.

1.7 Service Cancellation

Your Content

We have no responsibility to notify any third party of the cancellation of your HSIA Services. If your HSIA Services is cancelled, we shall have no obligation to forward any unread or unsent messages or to maintain any messages, information or other content related to your accounts. You acknowledge that all such messages, information and content may be immediately deleted.

Return of TELUS’ equipment

You must return all TELUS’ equipment to one of our approved depot within 14 days of cancellation of the HSIA Services, unless we direct you otherwise. If you do not return our equipment or if the equipment is returned damaged we will bill you $99.95 (plus applicable taxes).

Cancellation Charge

When your HSIA service is cancelled, we calculate the service cancellation charge using the table below. The service cancellation charge is the aggregate of the percentage of the total monthly fixed charges remaining for the service period after cancellation.

Month of the service period at which cancellation occurs% of monthly fixed charges for the remaining service period after cancellation
0 – 24 months100 %
25 – 60 months50 %

We will waive the service cancellation charge if you replace the cancelled service with another TELUS service with fixed monthly charges greater than the fixed monthly charges remaining in the service period for that HSIA Service after cancellation.

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