We value your time and investment, and want to ensure your TELUS service appointment goes as smoothly as possible. Here are helpful checklists to ensure your site is ready for TELUS technicians when they arrive.
Want to view your upcoming appointment? Simply log into My TELUS to get details of your appointment such as date, status, primary contact, and/or appointment type. Learn how to view and manage your appointments.
On Site Contact
On the day of your appointment, an on site contact is required for the TELUS technician(s) to start their service and someone to communicate with. Please ensure your on site contact meet the following criteria:
☐ Physically present for appointment
☐ Over the age of 18
☐ Authorized decision maker to provide for the TELUS technician
☐ Responsible for informing all office personnel & security of the upcoming appointment
☐ Responsible for gathering approvals for installation and potential drilling from building management
☐ Responsible for providing room access
Site Accessibility & Readiness
To ensure a smooth appointment please ensure the following are met at your service location site(s):
☐ Ensure access to the phone room/electrical room for day of the installation
☐ Move furniture or other materials to ensure there is a clear path to the telephone/electrical rooms and/or areas where hardware will need to be installed to ensure safe and reasonable access
☐ If your site is undergoing renovation/construction please ensure your site has power & inside wiring completed
Note: If existing wiring does not meet TELUS standards, additional charges may apply for a wiring upgrade. Charges may also apply if you request additional wiring.
More important details regarding your appointment
In addition to the On Site Contact, Site Accessibility and Site Readiness steps, here are some more important details to prepare for based on the product you have requested:
☐ Remote and on-site service installation is available with Business Connect On-site installation is chargeable
☐ Inside wiring completed and internet jacks available for desk phones
☐ Internet and router is available and working - WiFi password is known. Visit our Router Shopping & Office Network Guide for recommendations.
☐ Access to email where activation link was sent & Account password
☐ Provide direction on company call handling (setting devices to ring)
☐ Provide a copy of the previous services bill to transfer numbers. Sign letter of authorization
Note: If a router was purchased, a 20 min internet service interruption is expected for installation.
Note: Additional installation charges may apply to extra hardware or wiring work. Technician to confirm consent.
Access Point Hardware Installation Requirements:
☐ Interior wall (drywall ONLY) or an exposed uncovered area (such as next to a Point of Sale machine)
☐ The device should have an unobstructed line of sight to most coverage areas
☐ Powered by Ethernet (POE) supports a maximum cable length of 300 ft (100 m)
☐ If you currently have internet service with another provider, please wait until your TELUS High-speed Internet is installed before canceling your existing internet service
☐ New builds: If you are in the process of constructing a new building, our team will need to create a clear path for your installation. Please call 1-855-432-3488 or 310-4DEV (4338) from a mobile phone to make these arrangements or email email@example.com
If you ordered Static IP:
☐ Please ensure the individual who manages your IT network is available on the day of your installation
☐ Our technician will assign your static IP addresses while they are onsite, provide you with a unique username and password and help register your device(s) (e.g. Point of Sale terminals, Web/Mail servers, VPN, etc.)
☐ Once complete, you will need to configure the static IP addresses on your devices – these devices will be unavailable until you complete both the registration and configuration
If you ordered Telus Email:
☐ If you have an existing security system, make sure you know where and how your existing equipment is set up so you can walk the technician through it at time of install
☐ During the installation, your TELUS technician will guide you on how to add your emergency contacts in case of an alarm. Please ensure you have your emergency contact information available (name, phone number, level of access)
☐ Once the installation is complete, the technician will demonstrate the features of your system, including how to arm/disarm the equipment and use the TELUS Secure Business mobile app. Ideally, everyone who will be using the system on a daily basis should attend the demonstration. If that's not possible, please plan to have someone over the age of 18 available for the duration of the appointment. This person will need to learn the basic functions and share the information with the other key users
If you are unable to accommodate these requirements or need more time to prepare for your appointment, please contact our support team to cancel or reschedule.