Having trouble with your device?
TELUS is here to support you with our self-serve troubleshooting options. Download the TELUS Device Checkup app to get recommendations for common issues or check out our phone tutorials to learn more about your phone’s features.
Repair service options in response to COVID-19
As part of our efforts to safeguard the health and safety of our team members and customers, we have made the decision to temporarily close most of our TELUS corporate locations across the country.
As an active measure to ensure you continue to receive repair service for your TELUS device during this time, we have temporarily updated the repair service process.
Repair option 1
We will continue to support our customers in need of device repair through select TELUS locations. Using the store locator, please contact your closest TELUS location first to make sure it is open.
Repair option 2
We are requesting that the following alternate options be considered for device repair if visiting a TELUS location is not possible:
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| Option 1Bring in for repair to Apple: Arrange an in-store appointment with an authorized Apple service provider. During this time, we strongly recommend contacting the location prior to visiting to ensure it is open and capable of providing repair service. Option 2Send in for Repair to Apple: Request repair service with Apple through mail-in. Please visit getsupport.apple.com for more information and to initiate a service request using one of the above options. |
Alcatel Blackberry Coolpad Google | Ship directly to SBE, the manufacturer’s authorized repair centre.* |
| Option 1Please visit Mobile Klinik. Contact the location first to ensure they are open and/or follow their steps for submitting a repair claim.
Option 2Ship directly to FutureTel, the manufacturer’s authorized repair centre.** |
| Ship directly to FutureTel, the manufacturer’s authorized repair centre.** |
| Option 1Please visit any of the following TELUS Preferred Repair Centres and follow their steps for submitting a repair claim: Contact the location first to ensure they are open and/or follow their steps for submitting a repair claim.
Option 2Ship directly to FutureTel, the manufacturer’s authorized repair centre, using mail-in.** Important: Please contact Samsung first to help with troubleshooting. An agent may be able to help resolve your issue and prevent an unnecessary repair. How? |
| Ship direct to ATNE, the manufacturer’s authorized repair centre.* |
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| Option 1Bring in for repair to Apple: Arrange an in-store appointment with an authorized Apple service provider. During this time, we strongly recommend contacting the location prior to visiting to ensure it is open and capable of providing repair service. Option 2Send in for Repair to Apple: Request repair service with Apple through mail-in.Please visit getsupport.apple.com for more information and to initiate a service request using one of the above options. |
Alcatel Blackberry Coolpad Google Huwaei Kyocera LG Motorola Samsung Sonim ZTE | Option 1Visit telus.com/business/small/mobility to review your device renewal options. Option 2If out-of-warranty repair is desired, please refer to the in-warranty options for the make of your phone. If your phone is submitted to an Authorized Service Centre (ASC) through mail-in, you may receive a quote directly from the ASC for out-of-warranty repair work. You should contact the ASC directly for repair updates. If opting to visit a TELUS Preferred Repair centre (Mobile Klinik or uBreakiFix), please make sure you contact the location first to ensure they are open. Some may also offer mail-in service. Note: Out-of-warranty repair fees may apply.
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| Covered by Device Care / AppleCare+ |
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| Option 1Bring in for repair to Apple: Arrange an in-store appointment with an authorized Apple service provider. During this time, we strongly recommend contacting the location prior to visiting to ensure it is open and capable of providing repair service. Option 2Send in for Repair to Apple: Request repair service with Apple through mail-in. Please visit getsupport.apple.com for more information and to initiate a service request using one of the above options. |
Alcatel Blackberry Coolpad Google Huwaei Kyocera LG Motorola Samsung Sonim ZTE | If your device is within the manufacturer’s warranty period and there are no signs of accidental damage, please reference the in-warranty procedure for the make of your device. If the manufacturer’s warranty has expired or there are signs of accidental damage, please contact Asurion to initiate a service request. |
*Should you require a loaner phone while yours is in for repair, please advise the agent during the repair submission request. We will make every attempt to provide one to you. However, this will depend on stock availability.
**For online repair requests to FutureTel, please enter your request for a loaner as “Loaner required” in the Other issues comments box.
What if my device is already in for repair?
We will be contacting you directly within the next 24-48 hours with details and next steps. You may also reach out to us at 1-866-558-2273 with any inquiries related to your device repair.
