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Notice:Text UKRAINE to 20222 to make a $10 donation to Ukraine Humanitarian Crisis Appeal. Learn how we’re supporting Ukraine humanitarian efforts

Blocked notification for your Smart Hub service

Let’s help you resume your Smart Hub service in case you received a blocked notification and can no longer connect to the internet.

The Smart Hub device is a unique product that is sold as a stationary in-home internet service to customers in eligible rural areas where copper or fibre service is not available. Eligibility for use of this service is based on the qualification of the rural service address where the Smart Hub will be used and can only be used with TELUS hardware, as outlined in the terms and conditions.

Please watch out for an email with the following subject line:
"Subject: Attention, your TELUS High Speed Internet Service with Smart Hub has been temporarily blocked."

Did you move the Smart Hub?

  • If you’ve moved your Smart Hub out of your designated service location, your internet service will be blocked and you will be notified via email. In order to resume your TELUS High Speed Internet with Smart Hub, you will need to move your Smart Hub back to its designated service location or follow the instructions in the email to get your service unblocked
  • To receive service notifications via email, you will need to have a valid email address on your TELUS account. Please check your My TELUS account profile to ensure your email address is correct

If you’ve verified that your email address is correct via your My TELUS account and you are still not receiving your blocked notifications, you will need to contact our technical support agents via chat, *611 (TELUS cell phone) or 1-866-558-2273.

Did you remove the SIM and insert it into another device?

The SIM provided for Smart Hub service is only compatible with TELUS-certified Smart Hubs. If the SIM was used in a different device, your internet service will be blocked and you will be notified via email.

To resume your TELUS High Speed Internet with Smart Hub, you will need to reinsert the SIM back into the TELUS provided Smart Hub or follow the instructions in the email to get your service unblocked.

Did you go over your allotted data package?

In compliance with the simplified Wireless code, TELUS will block your data access at $50 in overages to prevent you from incurring further charges.

You can remove the block via your online account or by contacting TELUS. We offer solutions such as:

  • Changing your plan to one that has a bigger data bucket
  • Offering either one time or recurring data top-ups

You can change your plan or add a data top-up via your online account, chat or give us a call at *611 (from your TELUS cell phone) or 1-866-558-2273.

Important information on data top-ups:

  • All Rural Smart Hub data top-ups are non-shareable
  • Once a one-time data top-up is added, it will expire after 30 days from the time of activation
  • Once a recurring data top-up is added, it will stay on your account until you request to remove it
  • Once all the data in the top-up has been used, any additional pay-per-use data charges will be billed according to your rate plan

I have not exceeded my data package, moved the Smart Hub or used a non-TELUS smart hub.

There is a possibility that the Smart Hub has connected to a non-eligible site. In this case, you will need to contact one of our technical support agents via chat, *611 (TELUS cell phone) or 1-866-558-2273. We will be happy to help you with this issue.

Note: Address/location verification will be required to confirm which site you are connecting to.

Before you call, please make sure you:

  • Are calling from the location of your Smart Hub to perform troubleshooting steps in-person
  • Have your Smart Hub password (can be found on the bottom of your device)
  • Have a laptop, computer or another mobile device readily available to test connectivity

Did this article solve your problem?

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Learn about accessibility at TELUS

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The TELUS team acknowledges that our work spans many Territories and Treaty areas and we are grateful for the traditional Knowledge Keepers and Elders who are with us today, those who have gone before us and the youth that inspire us. We recognize the land and the benefits it provides all of us, as an act of Reconciliation, as recommended by the Truth and Reconciliation Commission’s (TRC) 94 Calls to Action and gratitude to those whose territory we reside on, work on or are visiting. Learn more about TELUS’ commitments to Reconciliation.
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Territorial Acknowledgement

The TELUS team acknowledges that our work spans many Territories and Treaty areas and we are grateful for the traditional Knowledge Keepers and Elders who are with us today, those who have gone before us and the youth that inspire us. We recognize the land and the benefits it provides all of us, as an act of Reconciliation, as recommended by the Truth and Reconciliation Commission’s (TRC) 94 Calls to Action and gratitude to those whose territory we reside on, work on or are visiting. Learn more about TELUS’ commitments to Reconciliation.
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Order Status
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TELUS & CRTC Internet Code
Internet Code, Simplified
Wireless Code, Simplified
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