How to Report a Downed TELUS Line
Quick answer: If you see a fallen or low-hanging wire, stay away and keep others back. Call 911 if the wire is sparking, on a road, or touching a vehicle or building. If there's no immediate danger, report it at telus.com/status or call TELUS at 1-888-811-2323 (or 611 from a TELUS mobile device). What should I do if I see a downed line? Never touch, move, or go near a fallen wire, even if it looks like a phone or internet cable. It may be touching a power line and carry high-voltage electricity. Keep other people and pets back and follow the steps below to decide who to call. When should I call 911 about a downed line? Call 911 right away if: The wire is sparking, smoking, or on fire. The wire is on a road, a vehicle, a building, or a metal fence. A utility pole is broken, leaning over traffic, or has fallen. Anyone is in immediate danger. After calling 911, call your electric utility (for example, BC Hydro, FortisBC, EPCOR, or Toronto Hydro). Not sure who it is? Check your power bill. Then report the damage to TELUS. How do I report a downed TELUS line online? Use this option if nobody is in danger. Go to telus.com/status and select the green Report an outage button in the top right corner. On the right side of the page, select Report an outage. Choose the reason for your report, such as "Cable damage or low hanging wire." Add as much detail as you can, including a photo if you can take one safely from a distance. Submit the form. How do I report a downed TELUS line by phone? Call TELUS Technical Support at 1-888-811-2323 (or 611 from a TELUS mobile device). Select Service Interruption or Public Safety Hazard. Give the exact location: a street address, the nearest intersection, or a nearby landmark. Say what you see: a fallen cable, a damaged cable box on the ground, or a leaning or broken pole. If you can read it from a safe distance, give the pole number on the metal tag at eye level. Never go near the pole to look for it. What if the wire is on a shared electrical pole? Many poles carry both electrical and telecom lines. If the damaged wire is attached to a pole that also carries power lines, tell your electric utility as well as TELUS so crews can coordinate a safe repair. Frequently asked questions Can a downed phone or internet cable hurt me? Yes. A fallen cable can touch a power line further along its path and become energized. Treat every fallen wire as dangerous. Who do I call first: TELUS or 911? Call 911 first if there's sparking, fire, a blocked road, a wire on a vehicle or building, or anyone in danger. Otherwise, report the wire to TELUS. What should I do if a wire falls on my car? Stay inside the vehicle. Honk your horn to get attention, call 911, and wait for emergency crews to tell you the power is off before you get out. Warn anyone who approaches to stay back. Is this the same as reporting an internet or phone outage? No. This page covers physical damage to lines and poles. For service problems such as no internet or TV, visit telus.com/status. What details help TELUS find the problem faster? The street address or nearest intersection, what the damage looks like, and a photo or pole number if you can get them safely. Related pages and info Check network status Contact TELUS Support Send a private message to TELUS_Support here on the Neighbourhood.
New Activations
I don't know why Telus makes it so hard to contact customer support, or to get ANY live human, but we'll do this regardless. I have a newly installed Fibre line to my house and am looking to speak with an agent to activate the program I was offered. I did not receive any notifications or information on how to do that when the rep was here asking about whether I wanted to install Fibre, and I don't see any offers even remotely close to the one I was quoted, in fact your current "promotion" is more expensive than I currently pay for 2GBPS service with Rogers. In any case, the Fibre is now at the demark point at my house and I cannot get in touch with anyone at Telus to activate the promotion I'm promised, so can SOMEONE reply to this and we can figure out if I'll continue wasting my time or not? Thanks
Telus Connect is showing neighbours' hardware...
Originally posted on Reddit but I was asked to post here... The title says it all, really. I haven't used the Telus Connect app for a while, and when I logged in today, it's showing the neighbours' Hub, Boost and Optik TV, along with all of their connected devices. When I log directly into MY Hub via a browser, however, I can see all my hardware and other details. I'm going to hazard a guess that this is a huge privacy issue, as I have access to all their settings and such. Is someone at Telus going to get this sorted for me?TELUS Home Services Support Guide
Here's some quick access to common support topics for TELUS home services. Optik TV Issues watching Optik TV? Add/Change channel subscription online or on your TV Reboot your PVR / STB Optik TV Green welcome screen Adjust your guide to show only subscribed channels How to order PPV Issues with Stream+ Internet Retrieve your Wi-Fi password TELUS Connect Wi-Fi app (control, manage, and pause your Wi-Fi network) How to set up a 2.4 GHz network on a 5 GHz TELUS Hub modem Learn about dual-band (2.4 GHz & 5 GHz) networks Why do I have no internet connection? Step by step troubleshooting Slow internet speeds? Step by step troubleshooting Wi-Fi connection issues? Optimize Your Online Gaming Experience Internet Speed Troubleshooting Troubleshoot your Boost Wi-Fi Internet data usage explained Wi-Fi speed and coverage explained How to restart your modem Slow internet on Smart Hub Weak signal on Smart Hub Home Phone How can I block spam calls to my landline/home phone? Manage voicemail settings online Why do I have no dial tone? Misc. When is PureFibre coming to my area? Is there an outage in my area? What offers do you have for tv/internet/home phone? How do I move my home services? How do I set up and manage pre-authorized payments? Additional Help Search our support database Visit our communityforums Contact us via Facebook Check our Service Status page When to Contact TELUS Your issue isn't resolved by the above guides Complex service changes or issues Technical support needed Billing questions Service moves or transfers
Cancelled service, paid final bill already, why is Telus still sending me an e-bill?
I had cancelled my Telus home service three months ago, and after that, returned my modem to them, and Telus e-billed me for my final payment in January 2026, which is 213 dollars. In February 2026, the e-bill came again, and the statement was 0.00. In March, Telus didn't send me an email. I thought it was perfect; no more bills to pay. But now in April, Telus sent me another E-bill again, and I owe them money, but when I log into Telus, the home service account doesn't even exist anymore. Do I need to pay, or is it a system issue that they charge me incorrectly and still think my account is still in use? Please have Telus send your support team and message me.
