You will receive a reminder email and/or SMS prior to the booked repair date.
If you need to change the date or time of the technician's visit, please log in to your My TELUS account to make a change at least 24 hours before your appointment date and time.
Prepare for a smooth repair
An an adult (18 years of age or older) must present for the entire duration of the repair. The customer service agent will advise of the approximate length of the appointment.
If you live in an apartment or condo, contact your property manager in advance to arrange access to your building’s telephone room.
Make sure your pets are safely secured for the duration of the repair
Move any furniture blocking access to telephone and computer connections.
If the issue is caused by TELUS, the technician will refund the $150 diagnostic fee.
I received a communication from TELUS about a service check
TELUS periodically contacts select customers via email or SMS text to offer them service improvement options.
Customers contacted via email or SMS text for this purpose who would like to participate in improvements are required to confirm their identity and mailing address to proceed with the improvement initiatives.