Frequently asked questions and videos

Keeping our customers and team members safe, informed and connected is our top priority. As we have been recognized as an essential service, learn more 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 a 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 ways that we can bring fibre optic internet from the grid to your home, building, or business. In an aerial connection, we may build a bridge from the overhead grid running between the utility poles along your street to the roof of your own residence or business. The second method is a buried connection, where we form a pathway underground linking the fibre optic network beneath the sidewalk straight to wherever fibre optic internet needs to go.

Buried Connection:

Fibre connectivity from the main network on your street is brought to your property and is housed in a temporary enclosure called a flower pot. The flower pot is located within the designated utility right-of way. For more information on right-of-way access in your community please contact your local municipality.

To bring the fibre cable from the property line to your home, we use either a small plow, a compact drilling unit, or hand spading, so there’s very little ground disturbance.

Occasionally, our technicians will need to thread your fibre optic internet connection underneath your driveway. When this happens, a small core-shaped hole will be cut into the concrete. These holes will always be repaired afterwards, usually by filling in the hole with new concrete.

In places where your grass will be impacted, we’ll also clean the area and plant grass seed. Some grass restoration may also have to wait until spring when the ground thaws. We will make sure to restore your home and the community to its original condition.

Aerial Connection:

For an aerial installation, we connect a fibre cable along the aerial network (typically installed next to a pole and attached to the aerial strand) and directly to the house. When fibre optic internet is connected from the overhead grid, a series of hooks and pulleys are used to create a bridge from the utility poles to the rooftop. 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.

Whether we hang your fibre aerially or bury it underground, the work will not affect your property in any significant way. The entire installation process usually takes 3 to 6 hours and we will restore all property to the same condition prior to construction.

Buried Connection:

Once we have restored the land and planted grass seed. To ensure your grass grows back well, please follow these detailed watering instructions: (Check your local water restrictions prior to watering)

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

Aerial Connection:

Part of our overall community investment is ensuring that we restore all property to the same condition prior to construction. After we have completed the connection, we will make sure to restore your home and the community to its original condition.

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