Return Your TELUS Equipment in 3 Easy Steps
Have you recently moved, cancelled, or upgraded your services? You may have unused TELUS residential equipment sitting at home. If so, here's what you can do: PACKAGE THE EQUIPMENT - Find any appropriately sized box. - Include the first page of your most recent bill if you have it. If not, just grab a piece of paper and clearly write the following info on it: First and last name of the account holder. TELUS account number and full service address. Phone number associated with the service(s) (if applicable). - Seal the box securely. TAKE THE PACKAGE TO ANY CANADA POST OUTLET - Visit any Canada Post outlet and let the clerk know you're returning residential equipment to TELUS. - Quote the Return ID number PR142924. - Canada Post will provide you with a prepaid waybill, with the TELUS address already printed on it (no charge). (PLEASE NOTE: For any TELUS Mobility and wireless equipment returns, including the TELUS Smart Hub, please call our team directly at 1-866-558-2273 to arrange a return.) KEEP TRACK OF THE WAYBILL NUMBER - Please keep track of the waybill number you received from the Canada Post clerk until the package is successfully returned to our warehouse. - For convenience, take a picture of the waybill so you have it easily accessible on your phone! If you have any further questions, please comment below or reach out to us over at our Twitter/X or Facebook pages and we'll be there to help! FR version
Pole Removal
Hello Telus, BC Hydro recently replaced the pole that our electrical and telecommunication lines are on. They used the 'cut and kick' method which left your lines connected to the old rotting pole that was cut down and tethered to the new pole. How do I begin the process of getting Telus to move their lines over to the new pole and removing the old pole? BC Hydro has instructed me to contact you to finish the process. I reached out to your technical support team who made me an appointment with a technician. After nobody showed up for the appointment, I was told by another agent that the incorrect team was dispatched. I'm not confident your front-line call centre staff are familiar with how utility poles are replace here in Canada. I have reached out to you via private message and haven't heard back. I see from other posts you were able to help get the ball rolling. While not an emergency case, I'd like to ensure it does not fall by the wayside. Thank you in advance for your assistance!
PSA to everyone having tech difficulties
Please dont waste your time waiting for a callback or sit on hold for an hour to speak to someone. If you're experiencing constant audio and channel problems. Just follow these simple steps: Restart your wifi and TV box once a month. This will save you a headache trust me (dont trust me). Call them and speak to the manager
Fibre Optic
We have had the Fibre Optic brought into our condo building, the wire runs to each condo above the door. My question is why do we have to have wires running all around each condo to each TV? I would like to go with the fibre optic but I don't like the way neighbor's have had wires running around the walls across the stucco popcorn ceilings and ruining the look of the home. Why cant something be fitted where my modem is now just inside the door and then use Wi fi for everything?How to deal with outside broken wires and very simple people working for telus?
Had a technician install new telus internet at the beginning of december. Technician had run to and fro between the house and the street pedestal, and determined that the wiring up on the electrical poles was broken somewhere. Two and half months later, another technician technician came, drove to and fro between the house and the street pedestal (is is more than 100m), climbed few poles, and determined that the wires between the house and the telus street box are broken. I asked him to wire in the modem anyway, so when next technician comes with a spool of wire, they do not have to enter the house, all they need is to run the wire between the box on the outside wall and their street pedestal. Astonishingly, I received a message that the service is now up. Tried to communicate with their AI assistant, asking for live agent. AI assistant failed. Got an email, supposedly from live person, who suggested that I unplug and plug in the modem. Did the movie "Idiocracy", https://www.imdb.com/title/tt0387808/ get its inspiration from how telus functions? Anybody here has an email for someone high up on the telus chain of command who understand the phrase "wires are broken" and can do something about it?
Annoyed of receiving invoices for service account that does not exist.
Hi, I am annoyed of receiving invoices by canada post for service account that does not exist. I called customer service and they cannot find account. I am annoyed now. It’s related to Home security- Alarm. Please can Telus manager look into it and stop sending me invoices. I am pissed off now.Laneway house connection?
Hi! I’ve tried calling customer support but get nowhere with this. I currently have Telus home services (phone,internet) to my house. We have built a new Laneway home on the same property. The city requires we run a new Telus service to the Laneway home underground, and also take the older main homes service from overhead and also place underground. Who do I contact to begin this process on Telus’s end? thank you!
Video Playback Speed
Dear TELUS Product & Customer Experience Team, I am writing to formally request the addition of adjustable playback speed (e.g., 1.25×, 1.5×, 2×) for TELUS On Demand content and recorded programming on the TELUS TV+ Android TV platform. Playback speed control is now a standard feature across most modern streaming platforms and digital media applications. Many customers, including myself, have become accustomed to watching content at increased speeds for reasons including time efficiency, focus optimization, and accessibility. For individuals with ADHD and other neurodivergent conditions, the ability to adjust playback speed is not simply a convenience — it meaningfully improves engagement and comprehension. Currently, TELUS TV+ does not offer this capability, which creates an inconsistent experience compared to other digital platforms. I believe introducing playback speed control would: • Improve accessibility and inclusivity • Modernize the TELUS TV+ platform • Increase customer satisfaction and retention • Align TELUS with evolving industry standards This feature does not alter content ownership or licensing; it simply provides user-side playback flexibility that is already widely implemented elsewhere. I strongly encourage TELUS to consider adding playback speed options within the player interface for On Demand and recorded content. Thank you for your consideration. I look forward to seeing continued innovation on the TELUS TV+ platform. Sincerely,
