Frequently asked questions and videos

Ensuring that our customers and team members are safe and informed is our top priority. As an essential service, we are also maintaining our efforts to keep you connected during this challenging time. Learn more about our flexible installation options, and about what we are doing to protect and support you.

Before we begin our work on your property, we hire a partner company to locate and mark the location of your existing utility lines and other infrastructure. This is done using an environmentally friendly and water soluble paint that dissolves on its own after a few weeks. Sometimes small flags are used too, and are removed by the TELUS team after construction of your fibre optic internet network is complete.

Generally, we conduct our work within two metres of the property line in accordance with approved city permits. This area is referred to as the utility right-of-way.

There are two main methods of installation and we’ll always pick the one that’s the least intrusive for your property depending on your existing utilities layout.

The first method is an aerial connection, in which we use a series of hooks and pulleys to bring the fibre cable from the utility pole to the rooftop of your home or business. Often, a utility pole on your property will be used to anchor the fibre optic strands along the way. We then install a small termination box onto the side of the house.

The second method is a buried connection, where we form a pathway underground linking the fibre optic network to the outside of your home or business. Once you are ready to have fibre brought to your home, we will house the fibre cable in a temporary enclosure called a ‘flower pot’ located within the designated utility right-of way. Then, to bring the fibre cable from the property line to your home or business, we use either a small plow, a compact drilling unit, or hand spading, so there’s very little ground disturbance.

Any impacts to your property will be restored after construction is complete, including cleaning the area, re-seeding lawns and repairing hard surfaces.

Part of our overall community investment is ensuring that we restore all property to the same condition it was in prior to construction. Some restoration may have to wait until spring as this work is weather dependent, and will resume as soon as the ground conditions permit.

Restoration work can include soft surface restoration such as leveling with new topsoil and planting grass seed. In some cases, lawns may take longer than expected to fully recover after we’ve planted new seed. In places where we must cross hard surfaces such as concrete or asphalt driveways we will always fill and repair any impacted area afterwards.

Once we have restored the land and planted grass seed, to ensure your grass grows back well, please follow these detailed watering instructions:

1. First, apply enough water to wet the soil at least 6 to 8 inches, being careful to not wash the seed away. You may have to apply the water in several short applications until the soil is thoroughly wet.
2. Continue to water the soil lightly to keep the top inch of the soil moist until the seeds germinate. This may include watering several times daily, being careful not to over-water as the seeds can rot.
3. Watch the colour of the soil. As it starts to lighten up, it’s time to water again.

Please check your local water restrictions prior to watering.

We will return after restoration is completed to ensure all work was completed successfully, and that all grass regrowth and hard surface restoration has settled as expected.

Generally, we conduct our work within 2 metres of the property line in accordance with approved city permits. The city and various utility companies have the right to access the utilities or services that are commonly buried within the utility right-of-way, such as electrical lines, telephone lines and internet cables for homes and businesses.

For more information on right-of-way access in your community, please contact your local municipality right-of-way department.

After your home is connected to TELUS PureFibre, see which high speed internet plans are available here or call 1-855-595-5588.