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Cancel your TELUS Home Services
Learn how to cancel your TELUS Internet, TV, Home Phone, SmartHome Security or other home services.
How to initiate a cancellation
If you want to cancel your services with TELUS, we're happy to help. Here's what to do:
- Call TELUS at310-2255for a representative to review your account, discuss solutions and update your account status
- Pay any outstanding bills and charges to your account
- After speaking to a representative and confirming your cancellation details, we’ll give you instructions on how to return your TELUS equipment to avoid any charges for unreturned rental equipment
Note
: To transfer your home phone number to another provider, you must keep your TELUS phone service working until the transfer process has been completed. You can cancel your other services, if applicable.What to expect on your bills after cancelling TELUS Home Services
Cancelled all your services in your TELUS Home Service account?
Your immediate bill after cancelling will include:
- Your total amount due will include current charges and any balance forward from the previous bill
- The bill due date
- One-time charges such as applicable cancellation fees, late payment charges, additional usage charges or charges for device financing
- Since you pay one month in advance for monthly recurring charges, you will see a credit for the period from the cancellation date to the bill date. For example: If your bill date is April 30 and you have cancelled on April 15, you will see a credit from April 15 to April 30
- You may receive up to four bills after cancellation for any outstanding charges and/or credits
Important things to note
:- Sign-up bonuses or one-time credits received during activations are reversed if you cancel within the first 90 days
- Third-party services (ie. Netflix): If you subscribe to any third-party service through TELUS, you will receive an email from that service to update your billing information. Please contact the third-party service directly if you would like to cancel that service
- TELUS Rewards: You will not be able to redeem or continue with TELUS Rewards if all your services are cancelled
- Credit balance: If you have a final credit balance owing, it will be issued automatically, following your second closing invoice
- If you're on pre-authorized payments, a refund will be automatically applied within three to five business days
- For any other payment method, including VISA Debit, a refund cheque for the credit balance will be automatically mailed to you within four to six weeks
- Billing address: If you are receiving paper bills, you must confirm your billing address is correct to ensure you continue to receive the bills after cancelling. Prior to cancelling, confirm or update your billing address in. Learn how toMy TELUSchange your billing address in My TELUS
- Moving to an out of service area: You can change from an e.Bill to paper bills at My TELUS or request it during cancellation if you are moving to an area where there is no Internet service
- My TELUS access: If you’re on an e.Bill, you can access and view your My TELUS bills for up to 90 days
Cancelled some services in your TELUS Home Service account?
- You will have regular charges for your remaining active services
- You will receive a partial credit for any unused period for the cancelled service
- One-time charges for the cancelled service, such as any applicable cancellation fees, additional usage charges, or charges for device financing
How refunds work for closed account
You will get a refund if you have a credit balance that has accumulated over two billing cycles since you closed your account. You may be eligible for one of the following options:- If you made regular payments, a refund cheque will be sent to the billing address associated with your account.
- If you made pre-authorized payments using a credit card, the credit will be refunded directly to your credit card.
- If you made pre-authorized payments using a bank account, the credit will be refunded to your bank account.
You will get the refund when your second closing invoice gets generated.
Re-activate your service or account
: Please call TELUS at 310-2255
if you would like to re-activate your service or account.List of equipment that must be returned upon cancellation of services
Important
: All rented equipment must be returned to TELUS upon cancellation of services within 30 days
.(TV) Optik TV
:Types of PVRs
:
- Arris VIP5662W (4K)
- Technicolor UIW8001 (4K)
- Technicolor IPV6015/6016 (HD)
Pik TV
:
- Apple TV and remote
- Nvidia Shield TV or Nvidia Shield TV Pro and remotes
- Android Media Box and remote
- HDMI cable that connects the box to the TV
Types of Set-top Boxes
:
- Arris VIP5602W/Arris VIP5662 (4K)
- Technicolor UIW4001/e (4K)
- Technicolor/Cisco IPV5050 (HD)
- Technicolor/Cisco ISB7105 (HD)
- Technicolor / Cisco ISB7100 (HD) or Scientific Atlanta IPN330 / Cisco IS330 (HD)
Remotes and Cables
:
- Coaxial: Goes to the STB/PVR
- Ethernet: Connects gateway to STB and/or the PVR
- HDMI: Connects to the TV
- RCA: Connects to the TV
- HDMI to RCA Dongle: Connects 4K boxes to RCA
(Internet) Gateways
:
- TELUS Wi-Fi Hub (white gateway)
- Actiontec T3200M (Black gateway)
Accessories
:
- Huawei HG82404
- Huawei HG8240S
- Nokia/Alcatel G-240G-A
Security Panel
:
Indoor and Outdoor Cameras
:
Smart Thermostat
:
Equipment to remain in the home after cancellation
Please do not remove these devices from where they are set up and secured in your home. Removing these devices will cause breakage to the fibre network and the devices themselves, as well as damage your home.
Network Access Hub (NAH)
Nokia/Alcatel G-240G-A
Huawei HG8240S
Huawei HG8240U
How to return your equipment
- You'll receive equipment return instructions and a postage-paid return waybill by email or mail within one to three business days of cancelling your services with a TELUS representative.
- Once you've received the return waybill from TELUS, securely pack all equipment in a box of your choice. Don’t forget to include accessories such as remotes and cables.
- Once your box is packed, affix the TELUS-supplied return waybill to the box. This step is important. Here's why:
- The TELUS waybill is linked to your account. It helps us verify that you returned the equipment to us. Using the TELUS waybill will allow you to avoid charges for unreturned equipment.
- The TELUS waybill ensures postage cost will be billed to TELUS, with no cost to you.
- In case we can’t link the waybill to your account, also include the first page of your TELUS home services bill in the box, or provide the following information:
- First and last name of the account holder
- Address of the account holder
- Telephone number associated with the account
- Full account number (the last four digits are included here <account #>)
- Drop the package off at a Canada Post outlet of your choice. With the waybill, there will be no shipping cost. To find a convenient Canada Post outlet near you, visit.canadapost.ca
Alternatively, you can pack your items securely in a box and take it to any Canada Post. Provide them the number PR142924 and they will print a waybill for your free return. Please remember to add your account information in the box.
Please keep your copy of the waybill for reference and for tracking purposes.
Note
: If you’re cancelling SmartHome Security, please return any associated rental devices in a box. You don’t need to return devices you purchased outright.Important
: Please securely pack your return devices. Stuff the empty space with paper or other packing material to prevent damage to the equipment during transit.Why is using TELUS waybills important?
- The provided TELUS waybill is linked to your account and helps us verify that you returned the equipment to us
- Using the TELUS waybill will allow you to avoid charges for unreturned equipment
- The TELUS waybill ensures postage cost will be billed to TELUS, with no cost to you
How to unmount devices
Control Panel/Secondary Control Panel
Before removing the panel, make sure that your services have been successfully cancelled. Please to have the panel put in test mode.
contact us
Note
: You'll need a screwdriver in addition to the equipment included in your kit.Steps to remove
- Press the buttons on the bottom of the panel to release the panel face from the back plate. The bottom will pop out first
- Unplug the white power cable from the outlet or unplug the red/black wires in the middle of the panel. De-press the grey button to remove the panel
- Use your screwdriver to remove the back plate from the wall by removing the four screws
Outdoor Camera V722
Note
: You'll need a screwdriver in addition to the equipment included in your kit.Steps to remove
- Use your screwdriver to remove the two screws at the base of the camera
- Unplug the camera from the outlet and slowly remove the cable
Outdoor Camera V723
Note
: You'll need the following in addition to the equipment included in your kit:- Small screwdriver
- Regular screwdriver
Steps to remove
- Use your screwdriver to remove the small screw at the base of the camera
- Unplug the camera from the outlet and slowly remove the cable
- Remove the mounting plate from the wall by unscrewing the two screws
Indoor Camera
Note
: If your camera is mounted, you'll need a screwdriver in addition to the equipment in your kit.Steps to remove
- Unplug the power cable from the outlet
- If the camera is mounted, unscrew the base from the mounting bracket and then unscrew the mounting bracket from the wall
Doorbell Camera (Round and Slim)
Note
: You'll need the following in addition to the equipment included in your kit:- Small screwdriver
- Regular screwdriver
Steps to remove
- Turn off power to your doorbell
- Using your screwdriver to remove the small screw from the bottom of the doorbell, then remove the doorbell from the mounting bracket
- Unscrew the two wire contact screws to remove the wires from the doorbell
- Unscrew the mounting bracket from the wall
Smart Thermostat
Note
: If your camera is mounted, you'll need a screwdriver in addition to the equipment in your kit.Steps to remove
- Carefully remove the faceplate from the back plate by slowly pulling the face plate towards you
- Carefully remove the wires by depressing the white tab and gently pulling on the wire. We recommended labelling the wires as you remove them. It will make installing your new device easier
- Unscrew the three screws, then remove the back plate from the wall
Smart Garage Door Controller
Note
: If your camera is mounted, you'll need a screwdriver in addition to the equipment in your kit.Steps to remove
- Turn off power to your garage door opener
- Unplug the GoControl unit from the power outlet
- Unplug the wires connecting the GoControl device to your garage door opener
- Unscrew the device:
- If mounted from bracket, remove the screws holding the bracket to the garage door frame
- If mounted to the wall or ceiling, remove the screws holding the device in place
Notes
:- If you haven't received the return waybill within five business days, please call us at 310-2255
- If your rental equipment is not received within 28 days after cancellation, the equipment replacement charges will be applied to your bill. The charges will be credited back when the equipment is returned
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