Frequently asked questions and videos

Ensuring that our customers and team members are safe and informed is our top priority. As an essential service, we are also maintaining our efforts to keep you connected during this challenging time. Learn more about our flexible installation options, and about what we are doing to protect and support you.

Before we begin our work on your property, we hire a partner company to locate and mark the location of your existing utility lines and other infrastructure. This is done using an environmentally friendly and water soluble paint that dissolves on its own after a few weeks. Sometimes small flags are used too, and are removed by the TELUS team after construction of your fibre optic internet network is complete.

Generally, we conduct our work within two metres of the property line in accordance with approved city permits. This area is referred to as the utility right-of-way.

There are two main methods of installation and we’ll always pick the one that’s the least intrusive for your property depending on your existing utilities layout.

The first method is an aerial connection, in which we use a series of hooks and pulleys to bring the fibre cable from the utility pole to the rooftop of your home or business. Often, a utility pole on your property will be used to anchor the fibre optic strands along the way. We then install a small termination box onto the side of the house.

The second method is a buried connection, where we form a pathway underground linking the fibre optic network to the outside of your home or business. Once you are ready to have fibre brought to your home, we will house the fibre cable in a temporary enclosure called a ‘flower pot’ located within the designated utility right-of way. Then, to bring the fibre cable from the property line to your home or business, we use either a small plow, a compact drilling unit, or hand spading, so there’s very little ground disturbance.

Any impacts to your property will be restored after construction is complete, including cleaning the area, re-seeding lawns and repairing hard surfaces.

Generally, we conduct our work within 2 metres of the property line in accordance with approved city permits. The city and various utility companies have the right to access the utilities or services that are commonly buried within the utility right-of-way, such as electrical lines, telephone lines and internet cables for homes and businesses.

For more information on right-of-way access in your community, please contact your local municipality right-of-way department.

After your home is connected to TELUS PureFibre, see which high speed internet plans are available here or call 1-855-595-5588.

An interim connection is a temporary solution that involves safely running the fibre line above ground from the connection point at the property line to the side of your home.

Unfortunately, due to recent weather events and ground conditions, we’re unable to begin underground construction work at this time. The good news is that this interim solution will provide you with all the same TELUS PureFibre services until we can return in the spring to complete your permanent connection.

We will return in the spring to complete your permanent TELUS PureFibre connection by taking your above-ground interim connection and burying it underground. We will fully restore the land to its original condition once the work is complete.