Information for customers impacted by extreme weather events

Support and what you need to know about your TELUS services affected by extreme weather events.

We’re here for you

In response to the devastating environmental events happening across Canada, we’re committed to helping you stay connected with loved ones, and being there for our fellow Canadians during this difficult time. We’re providing support through our hearts and hands to help local relief efforts, first responders, emergency care and bringing food and supplies to affected areas.

We understand this is a very challenging time, so we’re ensuring access to emotional support through a free community crisis hotline provided by TELUS Health, available 24/7 to all Canadians at 1-844-751-2133.

What to know if you’re a TELUS Mobility or Koodo post-paid customer

What to know if you’re a TELUS Internet, TV or Home Phone customer

If you’ve been evacuated and are returning home:

We understand that many of our customers have been impacted, and we want to support you during this time of need. That's why we will automatically provide a credit to your TELUS home services account. Details for your situation will be communicated to you in a separate email. 

You will not need to take any action and will see the credit appear automatically in the next 1 to 2 billing cycles. We will send an email to confirm your credit in the days following your return home.

If you’ve been evacuated but are unable to return because your home has been damaged or lost
:

We understand that you may need to make adjustments to your services or temporarily pause them while you rebuild and recover. We encourage you to reach out to our dedicated customer support team at 1-855-889-7233 so that we can discuss the best options available to you. 

We understand that each situation is unique and our aim is to provide flexibility and understanding during this challenging time. 

What to know if you’re a TELUS SmartHome Security customer

During a stressful time of having to evacuate, your TELUS SmartHome Security and automation services will remain active, and for customers with remote access and control through the TELUS SmartHome app, you will continue to be able to remotely monitor your home and property.

However, under extreme circumstances where power and communication infrastructure is damaged or destroyed, your service and alarm response may be disrupted.

If you’ve been evacuated and are returning home:

We understand that many of our customers have been impacted, and we want to support you during this time of need. If your SmartHome Security was impacted, we will automatically provide a credit to your account. Details for your situation will be communicated to you in a separate email. 

You will not need to take any action and you will see the credit appear automatically in the next 1 to 2 billing cycles.

If you’ve been evacuated but are unable to return because your home has been damaged or lost:

We understand that you may need to make adjustments to your services or temporarily pause them while you rebuild and recover. We encourage you to reach out to our dedicated customer support team at 1-855-889-7233 so that we can discuss the best options available to you. As each situation is unique, our aim is to provide flexibility and understanding during this challenging time. 

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