3 steps to ensure you have the smoothest move ever
Preparation is everything
Stay on top of everything that goes into moving so yours goes as planned.
When are you moving?
It’s never too early to share your move date with us to ensure we get you connected.
Last minute move? We can help.
Don't worry about the timing
With the option to install it yourself, you can get connected when it works for you.
No, there's no fee to move your home services
If you move to an area where TELUS does not provide service, you will have to terminate your service agreement. Any remaining account balance will become due, and early cancellation fees may apply as per your service agreement. Rental equipment must be returned to TELUS upon cancellation of service, otherwise you will be responsible for the replacement cost.
Yes, your number will remain the same.
- Due to certain circumstances, we may require a change in home phone number like out of province or new area.
The earlier you book your TELUS moving date, the greater the flexibility you have selecting a specific moving day.
If you have an account with a pending appointment and need to reschedule, no problem. You can easily reschedule by logging into your account and using our appointment scheduling tool.
Have any additional questions? Chat or call 1-844-392-5012
Yes, talk to an agent before you move to learn more about new home services you can enjoy.
Chat with us or Call 1-855-233-2301
Call TELUS to change or cancel the rental equipment at 1-855-233-2301
Returning your package is easy.
Package your equipment
Package your equipment (either the original box or another appropriately sized box). Don’t forget to include accessories such as remotes and cables.
Include a copy of the first page of your recent TELUS bill in the box to verify the following information: First and last name of account holder Telephone number associated with the account Your account number (This information can be found in the header section of your TELUS bill.) Service address of account holder
Note: We are not able to process the return without this information.
- Take your package to Canada Post
Visit your nearest Canada Post outlet and let the representative know that you're returning equipment to TELUS and quote the return ID number PR142924.
Rest assured, there will be no cost to you and Canada Post will print the label and unique waybill number for your box.
- Track your package until it gets to TELUS You are responsible for the returned products until they have been received by TELUS. Please ensure that you save your prepaid waybill number so you can track it on the Canada Post website.
**Alternatively you can generate, download, and print the waybill from the Canada Post website at your convenience by clicking here
For Smart Home Security Products, please visit here: https://www.telus.com/en/bc/support/article/move-home-services?intcmp=van_move.
If you have not received the return kit within 5 business days, please call us at 1-855-233-2301 to have the return kit resent.
If your rental equipment is not received within 28 days from cancellation, the equipment replacement charges will be applied to your bill. The charges will be credited back when the equipment is returned.
TELUS works with a 3rd party data provider to identify households that are likely to be moving by collecting information such as street address and partial postal code from carefully selected public sources and overlaying with real estate listing information. Data is aggregated and no personally identifiable information is collected. We ensure that our partners only provide us with information that meet the highest standards of Canadian Privacy regulations. This data will only be used for the purposes of marketing TELUS products and services. Please refer to our TELUS Privacy link below for additional information on our data handling practices and who to contact if you have any concerns or want to unsubscribe from our marketing lists.
Environics Analytics is the only analytics firm in Canada to offer a broad range of privacy compliant, consumer and business databases. They are based in Toronto, Ontario and have been in business for 17 years. Environics Analytics' (“EA”) primary business is to provide marketing data to clients in Canada and the U.S. The data products that EA creates, uses and shares with clients are anonymized data. We do not collect, use or disclose any personally identifiable information (PII) in the creation of these data products.EA adheres to strict privacy principles.EA values and adheres to a comprehensive set of tools that enable EA to be an active member of the privacy compliance community.
Environics data is fully privacy compliant. Privacy, compliance, and data governance are taken very seriously, and they have SOC certification from the American Institute of Certified Public Accountants (AICPA). We only use data as inputs in our product development that are 100 percent privacy compliant. Any personal information provided to us by clients is used solely for the purposes of their business and is kept in client-specific firewalled locations in secured data centres.