Preparing for your TELUS Service Appointment

• ☐  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

• ☐  Ensure access to the phone room/electrical room for day of the installation

  • ☐  Ensure building management personnel are available to provide access to main building telephone / electrical rooms

  • ☐  Ensure keys are available for our technician(s) to access the telephone room

• ☐  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.

• ☐  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.

• ☐  Obtain a site tour and appropriate access to rooms as required to determine the location of the TV set(s), must be 5 sets or less 

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 4dev@telus.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: 

• ☐  You will need to configure the email addresses after the internet installation

• ☐  Visit telus.com/BusinessEmail for more information

• ☐  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, avoid wait times and reschedule or cancel your appointment using My TELUS online portal.

Find out more here: View and manage your TELUS Business service appointments

You can also contact our support team to cancel or reschedule.