Frequently asked questions (FAQ)

The TELUS PureFibre network is a revolutionary new internet technology powered by flexible strands of transparent glass no thicker than human hair. These fibre optic strands transmit information as pulses of light, and carry huge amounts of information in the space of seconds.

TELUS PureFibre is the #1 internet technology for speed and reliability. Lightning fast up-and-download speeds mean buffer free streaming, crystal clear video calls, and the power to share photos and videos faster than you can take them. Home entertainment at 4x the resolution of HD with Optik TV.

TELUS PureFibre means that your community can connect to the unique opportunities that fibre optic internet brings to residents, businesses, organizations, and essential services.

It’s true that TELUS PureFibre offers crystal clear video calls, consistently fast surfing and 4x the resolution of HD with Optik TV. But it can also boost property values, improve mobility coverage, and encourage business growth in your community.

To find out how, keep reading.

It’s free to connect to the TELUS PureFibre network.

Even when the installation process is complete, there is absolutely no pressure to sign up for our services. Very rarely, business customers may be asked to pay a portion of installation costs when extensive or complicated work is required.

TELUS PureFibre will never begin installation work on your property until after we’ve received your written permission.

Yes. In most TELUS PureFibre communities, residents of apartment buildings and condos will have the same opportunity to take advantage of all that fibre optic internet can offer. But first the building owner, manager or strata will need to give approval to install the fibre optic network in the building.

Building owners, managers, and stratas have a lot to gain by connecting to fibre optic internet. TELUS PureFibre can increase property value. It future-proofs your units, so residents will have even more reason to stay.

It’s easy to connect TELUS PureFibre to your building or complex. TELUS will provide everything from on-site installation to marketing materials, completely free of charge.

The TELUS PureFibre network offers homeowners multiple benefits including:

• Lightning speed internet 24/7, thanks to a direct connection to the fibre optic network that you don’t have to share with your neighbors
• Equally fast up-and-download speeds up to 940 Mbps, so your family or roommates can share, stream, and game without any lag
• Home entertainment at 4x the resolution of HD with 4K Optik TV
• The possibility of increasing your property value

Whether you have a small home office, a popular cafe, or a store serving some of its customers online, TELUS PureFibre gives you the power to take your business to the next level.

Business customers enjoy lightning fast internet at speeds up to 150 Mbps. That means you can send and receive large files in seconds, backup data to the cloud just as quickly, and collaborate on projects with contacts in real time. Retailers can rely on their digital payment systems, and customers in restaurants and cafes will enjoy improved mobility coverage wherever TELUS PureFibre lives.

We’re working on a multi-billion dollar project to bring TELUS PureFibre to every town and city across the country. When we’re ready to bring TELUS PureFibre to your area, a representative will stop by to give you more info, and request your permission to install fibre optic internet on your property.

To find out more about TELUS PureFibre in your area, please visit telus.com/internet/fibre/new/areas

Once you’ve given us permission to install your free fibre optic connection, a team of skilled technicians will arrive at your property to begin the installation process.

TELUS PureFibre will be connected to your home, building, or business using the same pathway as your existing cable connection. It may be connected from the overhead utility lines, or brought to your home using an underground pathway. The underground method will require more work, but we will make every effort to avoid disrupting your daily routine.

TELUS PureFibre may need to undertake some work on the public right-of-way on the edge of your property.

In every case, TELUS will restore all property to the same condition prior to construction per municipal guidelines.

In special cases, there could be a need for lawn remediation once the fibre installation is complete. The fibre build in your community can take 6 to 8 weeks from start to finish after which a landscaping contractor will return to your area or property to hydro seed or install topsoil and seed on all ground disturbances caused by the construction works team.

Your existing copper internet service will continue to work as long as it is available in your neighbourhood. However, you can increase your property value simply by installing a fibre optic internet connection on your property. Also, in the future if you want more data to support new connected technologies, you can easily and quickly make the switch to TELUS PureFibre.

How can I get more information? To find out more, give us a call at any time:

• Residential customers: 1-855-595-5588
• Business customers: 310-3100
• Apartment managers, strata and condo board customers: 310- 8277