Move Home Services to a new address and cancel existing service

How to transfer TELUS Home Services to a new location and cancel your existing service

Moving is stressful. We want to make moving your TELUS services as painless as possible.

Learn more about how to move your home services.

Book by phone


Call us at 1-855-233-2301 to book an appointment

Have this information ready when you call

  • TELUS account number (also have your account PIN and the last 3 digits of your drivers licence or social insurance number, or your account PIN and date of birth)
  • Contact number during your move
  • Full address of where you’re moving from and to. For rural addresses, please supply the rural civic or legal land description and/or the lot block and plan
  • Preferred disconnection and connection dates

Additional information


  • If you live in an apartment or condo, arrange to give our technicians access to the telephone room on moving day
  • Place your TV(s) in the location you would like them to be connected
  • Bring all cables and TELUS equipment with you to the new address
  • If you are an existing TELUS Fibre customer, do not remove the white fibre equipment box installed when we connected your home to fibre
  • Save any important voicemail messages
  • Someone over the age of 18 must be present during the entire move
  • On the installation date we will call to confirm your appointment
  • If you added new TELUS services, your first post-move bill amount may appear larger than normal because it will include more than one month of services

Note: For a handy checklist of things to remember, download the TELUS moving checklist

Return your equipment


Upon cancelling TELUS Optik TV, Satellite TV, Internet or SmartHome Security, you need to return your rental equipment by following these steps:

  1. Call TELUS to change or cancel the rental equipment at 310-2255. If your billing address is not the address where you would like the return instructions to be delivered, please inform the representative

  2. You will receive return instructions and a postage-paid return waybill within 1-3 business days

  3. Once you have received the return waybill from TELUS, securely pack the equipment in a box of your choice. Don’t forget to include accessories such as remotes and cables

Note: For Smarthome Security, please return any of the following rental devices. You do not need to return devices purchased outright.

For instructions on how to unmount these devices, please see below:

Important: Please securely pack your return devices, stuffing empty space with paper or other packing material to prevent damage to the equipment during transit.

  1. Once your box is packed, affix the TELUS-supplied return waybill to the box. This step is important because:
  • The TELUS waybill is linked to your account. It helps us verify that you returned the equipment to us, in order to avoid charges for unreturned equipment
  • Postage cost will be billed to TELUS (there is no cost to you)
  1. Just in case we can’t link the waybill to your account, please also include the first page of your TELUS home services bill in the box, or provide the following information:
  • First and last name of the account holder
  • Address of the account holder
  • Telephone number associated with the account
  • Full account number (the last four digits are included here <account #>)
  1. Drop the package off at a Canada Post outlet of your choice. With the waybill, there will be no shipping cost. To find a convenient Canada Post outlet near you, visit canadapost.ca

  2. Please keep your copy of the waybill for reference and for tracking purposes

Instructions on how to unmount these devices


Control Panel / Secondary Control Panel removal guide

Before removing the panel, ensure that your services are ceased or please call 1-855-255-8828 to have the panel put in test mode.

Please note that you will need the following in addition to the included equipment:

  • Screwdriver

Steps to remove

  1. Press the buttons on the bottom of the panel to release the panel face from the back plate. The bottom will pop out first
  1. Unplug the white power cable from the outlet or unplug the red/black wires in the middle of the panel. De-press the grey button to remove
  1. Remove the back plate from the wall by removing the 4 screws

Outdoor Camera V722 removal guide

Please note that you will need the following in addition to the included equipment:

  • Screwdriver

Steps to remove

  1. Remove the 2 screws at the base of the camera
  1. Unplug the camera from the outlet and slowly remove the cable

Outdoor Camera V723 removal guide

Please note that you will need the following in addition to the included equipment:

  • Small screwdriver
  • Regular screwdriver

Steps to remove

  1. Remove the small screw at the base of the camera
  2. Unplug the camera from the outlet and slowly remove the cable
  3. Remove the mounting plate from the wall by unscrewing the 2 screws

Indoor Camera removal guide

If the camera is mounted, please note that you will need the following in addition to the included equipment:

  • Screwdriver

Steps to remove

  1. Unplug the power cable from the outlet
  2. If the camera is mounted, unscrew the base from the mounting bracket and then unscrew the mounting bracket from the wall

Doorbell Camera (Round and Slim) removal guide

Please note that you will need the following in addition to the included equipment:

  • Small screwdriver
  • Regular screwdriver

Steps to remove

  1. Turn off power to your doorbell
  2. Using a screwdriver remove the small screw from the bottom of the doorbell in order to remove the doorbell from the mounting bracket
  1. Unscrew the 2 wire contact screws to remove the wires from the doorbell
  2. Unscrew the mounting bracket from the wall

Smart Thermostat removal guide

Please note that you will need the following in addition to the included equipment:

  • Screwdriver

Steps to remove

  1. Carefully remove the faceplate from the back plate by slowly pulling the face plate towards you
  2. Carefully remove the wires by depressing the white tab and gently pulling on the wire. It is recommended that you label the wires as you remove them for easy installation of your new device
  1. Unscrew the 3 screws to remove the back plate from the wall

Smart Garage Door Controller removal guide

Please note that you will need the following in addition to the included equipment:

  • Screwdriver

Steps to remove

  1. Turn off power to your garage door opener
  2. Unplug the GoControl unit from the power outlet
  3. Unplug the wires connecting the GoControl device to your garage door opener
  4. Unscrew the device:
  • If mounted from bracket, remove screws holding the bracket to the garage door frame
  • If mounted to the wall or ceiling, remove screws holding the device

Notes:

  • If you have not receive the return waybill within 5 business days, please call us at 310-2255
  • If your rental equipment is not received within 28 days from cancellation, the equipment replacement charges will be applied to your bill. The charges will be credited back when the equipment is returned

Cancelling your service


We’ll mail a kit with instructions on returning equipment to your billing address.


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