Understanding Home Services' one-time charges

• A repair diagnostic fee will be applied in advance of all repair dispatches. If the root cause of the issue is determined to be TELUS-caused, the fee will be waived.

• If TELUS-owned equipment is lost, stolen or damaged, the $200 repair diagnostic fee will apply. In addition, the cost of replacing damaged, lost or stolen equipment will be applied to your account.

• If the issue you’re experiencing is related to the wiring inside your home, the $200 repair diagnostic fee will apply if a technician is dispatched. In addition to the repair diagnostic fee, you’d be billed for any labour beyond the first hour and all material costs.

• If the technician arrives for a scheduled appointment and no one over the age of 18 is present in the home

• If you deny the technician entry to your home or you do not provide access to the equipment that needs to be repaired

• If you do not cancel a scheduled appointment after the service issue has been resolved

• If you leave before the technician can complete the required work

• TELUS infrastructure

• Faulty TELUS-provided equipment

• Environmental factors

• Third-party equipment

• Customer-owned devices

• Damaged wiring

• Incorrect configurations

Professional installation charges on DIY-enabled services:

Customer-requested changes:

Inside-wiring charges:

Lost equipment and service fees:

• Non-returned TELUS equipment rentals

  : Learn more about returns on our

  equipment warranty, upgrades and returns page

  .
• Reconnection fee (reconnection of services after disconnection due to overdue accounts)

  : $45 ($35 for Alberta forborne customers)

• Late payment charge

  : 3% per month, compounded monthly (2% for forborne customers)

• Repair diagnostic fee (technician repair of home services due to issue that is not TELUS-caused)

  :
• Shipping fees (for accessories)

  : $10

• Missed-appointment fee

  : $200