Question 1

Why is Pay-Per-Use Changing?

Accepted Answer

In order to maintain our current network, IVR, Self-serve and call center experience. We also want to continue to be the leader in the prepaid space.

Question 2

What is the new TELUS account balance policy?

Accepted Answer

TELUS requires all prepaid clients that have a balance at or greater than $150 to maintain a rate plan. Clients that already have a rate plan will continue to keep their Rate plan. Clients that do not have a rate plan will have a $10 rate plan added to their account.

Question 3

Why do I have to have a $10 rate plan if my balance is over $150?

Accepted Answer

Since balances are non-refundable, we want clients to ensure they use their services. TELUS recognizes that clients top-up each month to ensure their balance does not expire, and we want to ensure clients use their existing balance without having to top-up anymore. The benefit to you is that you can use your existing balance to keep your services without worrying about your balance expiring.

Question 4

Can I continue to top up if I’m over $150?

Accepted Answer

You may have purchased voucher PINs previously that you may want to use to add to your account balance, since they’re non-refundable. If you have a rate plan that auto-renews every 30 days, you do not need to top up to extend your remaining balance expiry date.

Question 5

What happens if my balance was above $150 and drops to less than $150?

Accepted Answer

As long as your rate plan continues to auto-renew every 30 days, your remaining balance will not expire. If your balance reaches $0, you are required to top-up to maintain your services. You are still required to maintain a rate plan when your balance drops below $150.

Question 6

Can I choose a different rate plan?

Accepted Answer

If you choose your own rate plan before reaching $150, you will not receive the $10 rate plan.
If you receive the $10 rate plan, you can update your rate plan selection by going to self-serve. You may choose any rate plan to maintain service.

Question 7

Can I remove the $10 rate plan from my account?

Accepted Answer

You must maintain a rate plan to have prepaid service. You can remove the $10 rate plan and choose a different rate plan. If you do not choose a different rate plan, the $10 rate plan will be re-added to your account.
If your balance drops below $150, you are still required to maintain a rate plan. If you choose to remove all rate plans from your account you will not have service and you must top-up to ensure your balance does not expire.

Question 8

Can I use my balance for something else?

Accepted Answer

You may use your account balance to purchase a new device. You can call client care and order a new device.
You may transfer your balance to another TELUS Prepaid client. Restrictions may apply.
You may use your balance to purchase a different rate plan.

Question 9

Can you refund my balance?

Accepted Answer

Prepaid account balance amounts are non-refundable as per TELUS Service Terms and Conditions.

Question 10

Will TELUS disable my automatic top up when I reach $150?

Accepted Answer

TELUS recognizes that you may want to keep your balance and use it towards other services (such as purchasing a new device or transferring to another account). You have the option to remove your automatic top-up service in self-serve at any time.

Question 11

I’ve already purchased Voucher PIN top ups for the future, Can I use them if I’m over $150?

Accepted Answer

TELUS will not prevent you from topping up your account with Voucher PINs. Voucher PINs are non-refundable.

Question 12

Will my balance expire if I stop topping up and have the rate plan?

Accepted Answer

As long as you have a 30 day rate plan that auto-renews every 30 days your balance will not expire and you do not need to top up to avoid your balance expiring.

TELUS no longer offers prepaid plans

Pay-per-use rates

Please note that pay-per-use rates are only available to customers who have a rate plan. Pay-per-use rates are different depending on the rate plan you are on.

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