Preparing for your TELUS Service Appointment
Getting a new service installed? Learn everything you need to know to get ready for your TELUS Service Appointment.
We value your time and investment, and want to ensure your TELUS service appointment goes as smoothly as possible.
On the day of your appointment, an on site contact is required for the TELUS technician(s) to start their service and someone to communicate with. Please ensure your on site contact meet the following criteria:
Physically present for appointment
Authorized decision maker to provide for the TELUS technician
Responsible for informing all office personnel & security of the upcoming appointment
Responsible for gathering approvals for installation and potential drilling from building management
Responsible for providing room access
Site Accessibility & Readiness
To ensure a smooth appointment please ensure the following are met at your service location site(s):
Ensure access to the phone room/electrical room for day of the installation
Ensure building management personnel are available to provide access to main building telephone / electrical rooms
Ensure keys are available for our technician(s) to access the telephone room
Move furniture or other materials to ensure there is a clear path to the telephone/electrical rooms and/or areas where hardware will need to be installed to ensure safe and reasonable access
If your site is undergoing renovation/construction please ensure your site has power & inside wiring completed
Note
: If existing wiring does not meet TELUS standards, additional charges may apply for a wiring upgrade. Charges may also apply if you request additional wiring.
More important details regarding your appointment
In addition to the On Site Contact, Site Accessibility and Site Readiness steps, here are some more important details to prepare for based on the product you have requested:
Remote and on-site service installation is available with Business Connect On-site installation is chargeable
Inside wiring completed and internet jacks available for desk phones
Access to email where activation link was sent & Account password
Provide direction on company call handling (setting devices to ring)
Provide a copy of the previous services bill to transfer numbers. Sign letter of authorization
Note
: If a router was purchased, a 20 min internet service interruption is expected for installation.
Obtain a site tour and appropriate access to rooms as required to determine the location of the TV set(s), must be 5 sets or less
Note
: Additional installation charges may apply to extra hardware or wiring work. Technician to confirm consent.
Access Point Hardware Installation Requirements:
Interior wall (drywall ONLY) or an exposed uncovered area (such as next to a Point of Sale machine)
The device should have an unobstructed line of sight to most coverage areas
Powered by Ethernet (POE) supports a maximum cable length of 300 ft (100 m)
TELUS Office Phone & Internet
If you currently have internet service with another provider, please wait until your TELUS High-speed Internet is installed before canceling your existing internet service
New builds:
If you are in the process of constructing a new building, our team will need to create a clear path for your installation. Please call
1-855-432-3488
or
310-4DEV (4338)
from a mobile phone to make these arrangements or email
[email protected]
If you ordered Static IP:
Please ensure the individual who manages your IT network is available on the day of your installation
Our technician will assign your static IP addresses while they are onsite, provide you with a unique username and password and help register your device(s) (e.g. Point of Sale terminals, Web/Mail servers, VPN, etc.)
Once complete, you will need to configure the static IP addresses on your devices – these devices will be unavailable until you complete both the registration and configuration
If you ordered TELUS Email:
You will need to configure the email addresses after the internet installation
If you have an existing security system, make sure you know where and how your existing equipment is set up so you can walk the technician through it at time of install
During the installation, your TELUS technician will guide you on how to add your emergency contacts in case of an alarm. Please ensure you have your emergency contact information available (name, phone number, level of access)
Once the installation is complete, the technician will demonstrate the features of your system, including how to arm/disarm the equipment and use the
TELUS Secure Business mobile app
. Ideally, everyone who will be using the system on a daily basis should attend the demonstration. If that's not possible, please plan to have someone over the age of 18 available for the duration of the appointment. This person will need to learn the basic functions and share the information with the other key users
Need more time to prepare for your appointment?
If you are unable to accommodate these requirements or need more time to prepare for your appointment, avoid wait times and
reschedule or cancel your
appointment using My TELUS online portal
.