Technical support policy (Québec only)
In an effort to maintain the quality of of our service, new standards have been established to update the technical support we offer. The following is a list of compatible operating systems, software programs and peripherals.
Operating systems
| Technical assistance | Free basic service | Platinum technical support |
|---|---|---|
| Windows 10 Windows 8/8.1 Mac OS X (last 3 versions) | Included (Network connectivity setup only) | Included Included (advanced connectivity setups/Internet access) |
Tablets and smartphones
| Technical assistance | Free basic service | Platinum technical support |
|---|---|---|
| iPhone, iPad, iPod Touch BlackBerry systems Android systems Windows Phone systems | Included (Network connectivity setup only) | N/A |
Game players
| Technical assistance | Free basic service | Platinum technical support |
|---|---|---|
| XBOX 360 / One Playstation 3 / Playstation 4 Wii / Wii U Nintendo 2DS / 3DS / 3DS XL | Included (Network connectivity setup only) | N/A |
Peripherals
| Technical assistance | Free basic service | Platinum technical support |
|---|---|---|
| Dial-up modems | s.o. | Installation and setup of drivers for modems that are ready to use (best service as possible) |
| High-Speed Internet modem (provided by TELUS Quebec) | Inclus | Inclus |
| Network card | N/A | Installation and setup of drivers for all types of 10/100/1000 network cards that are ready to use. (If the equipment is not supplied by TQ – best service as possible) |
Software
| Technical assistance | Free basic service | Platinum technical support |
|---|---|---|
| Microsoft Edge Microsoft Internet Explorer 11 (Windows 8 and up) Mozilla Firefox Google Chrome Email (Windows 10) Microsoft Outlook (2010 and above) Safari Mac OS X (last 3 versions) Mail Mac OS X (last 3 versions) | Basic Setup | Included (advanced connectivity setups/Internet access) |
| Internet network connectivity for supported operating systems | Basic setup | Included |
| Network card | s.o. | Included (reinstallation of operating system files for connectivity/Internet access issues (e.g. DLL, INI, Preferences) |
Phone
- Setup and operation of mobile devices and phone equipment sold by TELUS for the warranty period.
- Setup and operation of phone options offered by TELUS
- Problem determination assistance for outside wiring
Support not provided for
- Devices not sold by TELUS
- Problem determination assistance and indoor wiring repair (including phone jacks) on non-TELUS wiring
- Hooking up non-TELUS equipment (DVD player, VCR, home theatre)
- Remote control not provided by TELUS
- Programming macros on the remote control provided by TELUS
Top-up
In addition, customers can request support for any problem related to connecting to the network or sending emails. Level 1 TELUS Technical Support will not service any software not included in the TELUS technical support policy. Example:
- Web page creation
- Use of websites, grafts, extensions or additional services
- All applications unrelated to the Internet
- Operating system problems
- Hardware problems (except for modem drivers and network card)