Technical support policy (Québec only)
Updated list of compatible operating systems, software programs and peripherals
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.
| | Platinum technical support |
|---|
Mac OS X (last 3 versions)
| Included (Network connectivity setup only) | Included (Advanced connectivity setups/Internet access) |
| | Platinum technical support |
|---|
| Included (Network connectivity setup only) | N/A |
| | Platinum technical support |
|---|
Playstation 3 / Playstation 4 Nintendo 2DS / 3DS / 3DS XL
| Included (Network connectivity setup only) | N/A |
| | Platinum technical support |
|---|
Dial-up modems | N/A | Installation and setup of drivers for modems that are ready to use (best service as possible) |
High-Speed Internet modem (provided by TELUS Quebec) | Included | Included |
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) |
| | Platinum technical support |
|---|
Microsoft Internet Explorer 11 (Windows 8 and up) Microsoft Outlook (2010 and above) Safari Mac OS X (last 3 versions) Mail Mac OS X (last 3 versions)
| Basic setup | Installation and setup of drivers for modems that are ready to use (best service as possible) |
Internet network connectivity for supported operating systems | Basic setup | Included |
Network card | N/A | Included (reinstallation of operating system files for connectivity/Internet access issues (e.g. DLL, INI, Preferences) |
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
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
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:
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)
