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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.

To learn more about how to move your home services, visit: https://www.telus.com/support/move-your-home

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 or Internet, 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 kit to be delivered, please inform the representative
  2. Within 1-3 business days you will receive a return kit that includes a shipping box(s) and a postage paid tracking sticker
  3. Once you have received the return kit, pack your rental equipment along with any accessories such as power cords, remotes, and cables, into the provided box
  4. Tape the box shut with the provided tape. Peel and attach the included postage paid tracking sticker and use it to cover the existing tracking sticker on the outside of the box
  5. Return the box to your nearest Canada Post outlet and mail it back to TELUS at no charge (locate the nearest Canada Post outlet). Be sure to keep your Canada Post receipt as proof of return and to track the package

Notes:

  • If you have not receive the return kit within 5 business days, please call us at 310-2255 to have the return kit resent
  • 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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