Mobile phone, tablet and smartwatch repair options during COVID-19
Stores and repair centre operations may be impacted by COVID-19. Learn more about your options, including mail-in repairs, below.
Troubleshooting your device at home
TELUS is here to support you with our self-serve troubleshooting options. Download the TELUS Device Checkup app to get recommendations for common issues or check out our phone tutorials to learn more about your phone’s features.
Repair service options in response to COVID-19
As an active measure to ensure you continue to receive repair service for your TELUS device during this time, we have temporarily updated the repair service process.
Repair option 1: We will continue to support our customers in need of device repair through select TELUS locations. Using the store locator, please contact your closest TELUS location first to make sure it is open.
Repair option 2: We are requesting that the following alternate options be considered for device repair if visiting a TELUS location is not possible:
| Manufacturer | Alternate repair options by device warranty | |
|---|---|---|
| Apple | In-warranty/AppleCare+ | Out-of-warranty (warranty expired or accidental damage) |
| Option 1 Bring in for repair to Apple: Arrange an in-store appointment with an authorized Apple service provider. During this time, we strongly recommend contacting the location prior to visiting to ensure it is open and capable of providing repair service. Option 2 Send in for repair to Apple: Request repair service with Apple through mail-in. Please visit getsupport.apple.com for more information and to initiate a service request using one of the above options. | Option 1 Visit a Mobile Klinik location near you. Option 2 Send in for repair to Apple: Request repair service with Apple through mail-in. | |
| Android | In-warranty | Out-of-warranty (Warranty expired or accidental damage) | Covered by Device Care |
|---|---|---|---|
| Alcatel | Ship directly to SBE, the manufacturer’s authorized repair centre.* How to: Call 1-647-794-3835. | Option 1: Visit telus.com/mobility/renewal to review your device renewal options. Option 2: Visit a Mobile Klinik location near you to have your device repaired. Please make sure you contact the location first to ensure they are open. Option 3: Submit your phone directly to the manufacturers authorized repair centre following the in-warranty process. Note: You may receive a quote directly from the ASC for out-of-warranty repair work. Please contact the ASC directly for repair updates. Out-of-warranty repair fees may apply. | If your device is within the manufacturer’s warranty period and there are no signs of accidental damage. Please reference the in-warranty procedure for the make of your device. If the manufacturer’s warranty has expired or there are signs of accidental damage, please contact Asurion to initiate a service request. How? Call Asurion at 1-866-281-4537 or submit online request at phoneclaim.com/telus |
| Blackberry | |||
| Coolpad | |||
| Kyocera | Ship directly to FutureTel** the manufacturer’s authorized repair centre. How to: Submit an online repair request. | ||
| Huawei LG Samsung | Option 1: Please visit Mobile Klinik. Contact the location first to ensure they are open and/or follow their steps for submitting a repair claim. Option 2: Ship directly to FutureTel, the manufacturer’s authorized repair centre.** How to: Submit an online repair request. Important: For Samsung devices, please contact Samsung first to help with troubleshooting. An agent may be able to help resolve your issue and prevent an unnecessary repair. How? - Live chat via the Samsung support website - Text “Wecare” or 923-273 from your mobile phone - Call 1-800-samsung | ||
| Motorola | Ship directly to FutureTel, the manufacturer’s authorized repair centre.** How to: Submit an online repair request. |
| Android | In-warranty | Out-of-warranty (Warranty expired or accidental damage) | Covered by Device Care |
|---|---|---|---|
| Sonim | Ship direct to ATNE, the manufacturer’s authorized repair centre.* How to: Call 1-866-629-9321 x 227 | Option 1: Visit TELUS renewal to review your device renewal options. Option 2: If out-of-warranty repair is desired, please refer to the in-warranty options for the make of your phone. If your phone is submitted to an Authorized Service Centre (ASC) through mail-in, you may receive a quote directly from the ASC for out-of-warranty repair work. You should contact the ASC directly for repair updates. Note: Out-of-warranty repair fees may apply. | If your device is within the manufacturer’s warranty period and there are no signs of accidental damage. Please reference the in-warranty procedure for the make of your device. If the manufacturer’s warranty has expired or there are signs of accidental damage, please contact Asurion to initiate a service request. How? Call Asurion at 1-866-281-4537 or submit an online request |
| ZTE | Ship directly to FutureTel, the manufacturer's authorized repair centre.** How to: Submit an online repair request. |
*Should you require a loaner phone while yours is in for repair, please advise the agent during the repair submission request. We will make every attempt to provide one to you. However, this will depend on stock availability.
**For online repair requests to FutureTel, please enter your request for a loaner as “Loaner required” in the Other issues comments box.
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