Frequently asked questions (FAQ)
- General
- Installation
The TELUS PureFibre™ network is a revolutionary 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.
The TELUS PureFibre 5G network combines the strength of our TELUS PureFibre network backbone with the increased speeds, capacity and responsiveness of our 5G network, resulting in a more reliable network experience.
The TELUS PureFibre 5G network of the future will increase wireless capacity and speeds, while laying the groundwork for advancements in emerging tech sectors, healthcare, agriculture and more.
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. Upgrade your home entertainment with Optik TV and experience home entertainment in brilliant 4K HDR. You'll get access to the most 4K entertainment including sports, live channels, On Demand, Netflix and YouTube.
We’re working to bring a 100% fibre optic internet connection to the home in every town and city in BC and Alberta.
Connecting your community to the TELUS PureFibre 5G network means that your community can connect to the unique opportunities that fibre optic internet and 5G mobility coverage brings to residents, businesses, organizations, and essential services.
The TELUS PureFibre 5G network combines the strength of our TELUS PureFibre network backbone with the increased speeds, capacity and responsiveness of our 5G network, resulting in a more reliable network experience.
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, and encourage business growth in your community.
It’s free to connect your home or business 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.
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 TELUS PureFibre 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.
TELUS PureFibre 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 with no buffering delays.
- 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 940 Mbps. That means you can send and receive large files in seconds, back up 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. No matter what kind of business you're in, there's a TELUS Internet plan that will give you the competitive edge you need.
We’re working on a multi-billion dollar project to bring TELUS PureFibre to every town and city in BC and Alberta. When we’re ready to bring the TELUS PureFibre 5G network to your area, a representative will reach out to give you more information, and request your permission to install 100% fibre optic internet on your property.
Find out more about PureFibre in your area
Your existing internet service will continue to work as long as it is available in your neighbourhood. However, you can increase your property value simply by connecting 100% fibre optic internet direct to your home. 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 services.
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
Or see which high speed internet plans are available in your area.
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)
- 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
- Keep the top inch of the soil moist until the seeds germinate
- Water the soil lightly several times daily but don’t over-water, as the seeds will rot
- 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.
Have more questions?
Contact us in one of the following ways to get started
Have more questions?
Contact us in one of the following ways.