Technical support policy

In an effort to maintain the quality of of our service, new standards have been established to update the technical support we offer. The following is a list of compatible operating systems, software programs and peripherals.

Operating systems


Technical assistance Free basic service Platinum technical support
Windows 10
Windows 8/8.1
Mac OS X (last 3 versions)
Included
(Network connectivity setup only)
Included
Included (advanced connectivity setups/Internet access)

Tablets and smartphones


Technical assistance Free basic service Platinum technical support
iPhone, iPad, iPod Touch
BlackBerry systems
Android systems
Windows Phone systems
Included
(Network connectivity setup only)
N/A

Game players


Technical assistance Free basic service Platinum technical support
XBOX 360 / One
Playstation 3 / Playstation 4
Wii / Wii U
Nintendo 2DS / 3DS / 3DS XL
Included
(Network connectivity setup only)
N/A

Peripherals


Technical assistance Free basic service Platinum technical support
Dial-up modems
s.o.
Installation and setup of drivers for modems that are ready to use (best service as possible)
High-Speed Internet modem (provided by TELUS Quebec)
Inclus
Inclus
Network card N/A
Installation and setup of drivers for all types of 10/100/1000 network cards that are ready to use. (If the equipment is not supplied by TQ – best service as possible)

Software


Technical assistance Free basic service Platinum technical support
Microsoft Edge
Microsoft Internet Explorer 11
(Windows 8 and up)
Mozilla Firefox
Google Chrome
Email (Windows 10)
Microsoft Outlook (2010 and above)
Safari Mac OS X (last 3 versions)
Mail Mac OS X (last 3 versions)
Basic Setup
Included (advanced connectivity setups/Internet access)
Internet network connectivity for supported operating systems
Basic setup
Included
Network card s.o.
Included (reinstallation of operating system files for connectivity/Internet access issues (e.g. DLL, INI, Preferences)

Phone


  • Setup and operation of mobile devices and phone equipment sold by TELUS for the warranty period.
  • Setup and operation of phone options offered by TELUS
  • Problem determination assistance for outside wiring

Support not provided for


  • Devices not sold by TELUS
  • Problem determination assistance and indoor wiring repair (including phone jacks) on non-TELUS wiring
  • Hooking up non-TELUS equipment (DVD player, VCR, home theatre)
  • Remote control not provided by TELUS
  • Programming macros on the remote control provided by TELUS

Top-up


In addition, customers can request support for any problem related to connecting to the network or sending emails. Level 1 TELUS Technical Support will not service any software not included in the TELUS technical support policy. Example:

  • Web page creation
  • Use of websites, grafts, extensions or additional services
  • All applications unrelated to the Internet
  • Operating system problems
  • Hardware problems (except for modem drivers and network card)

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