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
You can fix many common issues on your own with help from our self-serve troubleshooting platform. Download the TELUS Device Checkup app to diagnose problems with a quick scan and get step-by-step tips to address them. You can also check out our device-specific interactive tutorials to discover known issues, support topics and warranty information.
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 at select TELUS locations. Use our store locator to find your closest open TELUS location.
Repair option 2: If you can’t make it to a TELUS service location, you can reach out to your device manufacturer for repairs. Here are your options:
| Manufacturer | 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 the COVID-19 pandemic, we strongly recommend that you contact the location prior to visiting to make sure 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. Visit getsupport.apple.com for more information and to initiate a service request. | 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 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 2: Visit telus.com/mobility/renewal to review your device renewal options. 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 |
| 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: Visit Mobile Klinik repair store. Contact the location first to make sure it's open 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. Note: 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 via FutureTel. |
| 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. 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, refer to the in-warranty procedure for the make of your device. If the manufacturer’s warranty has expired or there are signs of accidental damage, 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. |