How To Track The Status of a Device Return
Did you get a phone through the TELUS Bring-It-Back program, and now you've returned the device to us? Learn how to track the status of a device return by following these easy steps: 1. Log in to the My TELUS app 2. Select the Device tab near the top of your screen. 3. Tap on Order Processing under the Return tracker heading. It's that easy! The status of the order will update throughout the return process, so keep checking back to stay on top of things. Version FRHow To Process A Certified Pre-Owned (CPO) Device Repair
Does your certified pre-owned (CPO) device need a repair? Here is some info to help you get that done. In-warranty CPO device - Do not take your device to the brand's store. Visit the nearest TELUS store to discuss with our team, as only TELUS locations can process your iPhone repairs if within the 1 year CPO warranty. *If the device is through Koodo or Public Mobile, please visit the nearest respective store for assistance. Expired CPO warranty or physical/water damage exists - Visit the nearest TELUS or Mobile Klinik store to speak with our team. *If the device is through Koodo or Public Mobile, please visit the nearest respective store for assistance. Version FRWi-Fi Assist
Wi-Fi Assist Wi-Fi Assist is a feature that optimizes the handoff between a Wi-Fi network and your carrier's cellular data network. In the past, when your device left the effective range of a Wi-Fi network, it would try to maintain connection to that network as long as it could, even when the network's signal became too weak to be effective. Then, you'd have two choices: either turn Wi-Fi off or wait until your device was completely out of range and it would switch over to the cellular data network. How does Wi-Fi Assist work? Wi-Fi Assist regularly checks your device's Wi-Fi connection to determine signal strength. If the Wi-Fi signal performance drops, Wi-Fi Assist automatically switches to a cellular data connection until the Wi-Fi signal improves. By doing so, the handoff between your Wi-Fi and cellular data connections would be automatic and smooth. How can Wi-Fi Assist impact me? As this feature may increase the amount of time spent on the cellular data network, there is potential for higher data usage, and the Wi-Fi signal may disconnect more frequently if your device's Wi-Fi connection drops below a specific strength. How to turn Wi-Fi Assist ON or OFF Wi-Fi Assist is usually turned on by default. Once enabled, it operates in the background automatically. You can turn it on or off anytime by following these steps: Apple/iOS 1. Tap Settings. 2. Tap Cellular. 3. Scroll down to find the Wi-Fi Assist toggle. 4. Tap to turn the feature ON or OFF. Android 1. Go to your Start screen and swipe up or down to open the menu. 2. Tap Settings. 3. Tap Connections. 4. Tap Wi-Fi. 5. Tap to enable Wi-Fi. 6. Choose the Options symbol and select Advanced. 7. Tap to disable Switch to mobile data. Important Notes Wi-Fi Assist does not activate for some third-party apps that might use large amounts of data. For example, apps with audio or video streaming functionality, or email apps with features such as attachment downloads. If you are data roaming outside of Canada, Wi-Fi Assist will not automatically switch to a cellular data connection. For device specific data management tips, you can also check out our articles for iOS and Android. Version FRProtecting Your Smartphone
Protecting Your Smartphone It's an exciting time when a new phone arrives. We want you to make sure you're doing everything possible to keep that new device running smoothly and safely. Let's look at some handy tips for keeping your new smartphone safe. Protection An important first step to consider is buying a phone case to protect your brand new smartphone. Not just an accessory, they can provide peace of mind with shock-absorbing features, waterproofing, and extra grip. Always a smart move. Purchasing an extended warranty is also a good choice, as manufacturer warranties only cover hardware failure. Device Care Complete and AppleCare+ extend the manufacturer's warranty up to 2 years and add protection against accidental damage. Water Damage The key to preventing water damage to your smartphone is to plan and always be prepared. Not keeping your phone in your back pocket will prevent it from falling in the toilet or being sat on. Storing your phone in a sealed waterproof bag or case before you head to the pool or beach will also help. If your phone does get submerged, be sure to remove the battery if you can, and place it in a bowl or bag of rice overnight to absorb as much of the moisture as possible. If that doesn't do the trick, review your warranty guidelines or take it to the nearest TELUS store for repair options. Cracked Screen Some manufacturer warranties cover cracked screens in the first 30 days. If you're past that timeframe however, and you don't have an extended warranty, you can always visit the nearest TELUS store or try Mobile Klinik to look into your options for repair/replacement. Lost or Stolen Device Some common ways to lose your smartphone include leaving it on the rooftop of your car before getting in, or leaving it in a restaurant or store, etc. Always be aware of your surroundings and keep your phone stored safely when not in use. Ensure you have a lock code to protect it if anything should occur. Always remember, you can reach out to our Support team anytime at our Facebook page or by sending a private message to our TELUS_Support handle here if you need assistance. FR versionTELUS Mobility Vacation Suspension
Vacation suspension reduces your monthly bill while you're away. Your service pauses and resumes when you return. Eligibility and Duration All monthly plan customers can suspend service for 1-6 months per year. Active service agreements continue unchanged during suspension. Suspension Costs Mobile phones and tablets: $30/month plus device payments (if applicable) Wireless internet devices (Smart Hub, portable hubs, internet keys): $10/month Device payment plans continue at regular rates during suspension. How to Suspend Your Service Visit the TELUS Mobility Vacation Suspension page Select "Log in" under "Please log in to start this process" Enter your telus.com/mytelus username and password Choose the phone number to suspend Complete the form fields and select "Submit" You'll receive a confirmation email when the process completes. The system will notify you if no eligible mobility services exist on your account. Have home services? Visit the Home Services Suspension page to learn more on how to pause internet or home phone service. Early Return Contact TELUS to reactivate your service. Reactivation takes a few minutes. Alternative: Travel with Your Service Keep your phone active while traveling: Check roaming rates at telus.com/travel for your destination Text ROAM to 7626 for Easy Roam details and pricing When to Contact TELUS Contact TELUS if you need to reactivate service early, have questions about device payments during suspension, or need help with the suspension process. Call customer service for immediate assistance with activation or technical issues.Transfer Your Phone Number to TELUS
Moving your existing phone number from another carrier to TELUS preserves your contact information and ensures uninterrupted service. The transfer process completes in 2-3 hours. What You Need Before Starting New TELUS SIM card Current provider's SIM card (must remain active during transfer) Previous provider's account number OR your device's IMEI number Device you'll use with TELUS Find Your IMEI Number Dial *#06# on your current device to display the IMEI number instantly. Complete the Transfer Visit www.telus.com/transfernumber and log in to your account Choose whether to provide your previous account number or IMEI number Click "Get Started" and enter the requested information Review all transfer details for accuracy, then click "Submit" Wait for an SMS confirmation from your old provider (arrives on your current SIM card) Reply "YES" to the confirmation message within 90 minutes Insert your new TELUS SIM card into your device Wait for the TELUS welcome message confirming the transfer is complete (takes up to 2.5 hours) Important Transfer Requirements Keep your current phone number active throughout the entire process. Canceling service with your old provider before the transfer completes will result in losing your phone number permanently. If You Need Assistance Contact TELUS through Facebook or visit the Mobility community forums for transfer support. You can also watch the step-by-step video tutorial on the TELUS YouTube channel for visual guidance.Outbound Calling Name Display
TELUS has a handy feature called Outbound Calling Name Display. With this feature, your account name can appear when you call someone, helping them identify your call before answering. This feature requires specific account and device settings. Requirements Your account and device must meet these conditions: Postpaid TELUS account (not prepaid) VoLTE-certified device VoLTE enabled on your device Recipient's device supports name display Activation Steps Log in to your MyTELUS account Navigate to the Add-Ons section Select "Outbound Calling Name Display" Confirm activation The feature activates immediately. Your account name will appear on the recipient's screen when their device supports caller name display. Cost Personal accounts: Free Business and Corporate accounts: $3 per month If Your Name Doesn't Appear The recipient may not see your name if: Their device doesn't support name display They use a carrier that doesn't show caller names VoLTE is disabled on your device Check your device settings to confirm VoLTE is enabled. The setting is usually found under Network Settings or Mobile Data options. When to Contact TELUS Contact TELUS support if you've activated the feature and enabled VoLTE, but your name still doesn't display after 24 hours. Technical support can verify your device certification and account configuration. Visit the TELUS support page for Outbound Calling Name Display or call customer service for activation assistance.Prevent Accidental Roaming Charges
Mobile devices automatically connect to the strongest available network signal. Near international borders, particularly along the U.S.-Canada boundary, your phone may connect to foreign towers and trigger roaming charges for services normally included in your plan. Disable Automatic Network Selection iPhone or iPad Open Settings Tap "Cellular" Select "Network Selection" Turn off "Automatic" to start a network scan Select "TELUS" from the available networks list Android Devices Open Settings Select "Network & Internet" Tap "SIMs" Uncheck "Automatically select network" Wait for the network scan to complete, then tap "TELUS" Turn Off Data Roaming iPhone or iPad Open Settings Select "Cellular" Tap "Cellular Data Options" Switch "Data Roaming" to off Android Devices Open Settings Select "Network & Internet" Tap "SIMs" Switch "Roaming" to off When to Re-Enable These Settings Enable automatic network selection and data roaming when traveling internationally if you want to use TELUS Easy Roam or other roaming services. Your device needs these features active to connect to foreign networks. Reapply these settings after device resets, network settings resets, switching to a new phone, or installing software updates. Updates may restore default network selection preferences.Managing Third-Party Application Purchases
Third-party vendors can charge applications and web services directly to your TELUS invoice instead of requiring credit card payment. These charges appear as application purchases on your bill. How Third-Party Billing Works Vendors offer pay-per-use applications and web-based services like mobile dating or social networking sites. When you download or subscribe through their platform, charges apply to your TELUS account automatically. This eliminates the need for separate credit card or PayPal transactions. Disputing Unauthorized Charges Contact the vendor directly if you see charges for services you didn't subscribe to. The vendor must resolve billing disputes for their services. If you don't recognize the vendor name on your bill, contact TELUS support to identify which company charged your account. TELUS can provide vendor contact information but cannot remove third-party charges without vendor authorization. Prevent Future In-App Purchases iPhone (App Store) Open Settings Tap General Scroll down and tap Restrictions Tap Enable Restrictions Create a passcode when prompted Under Allowed Content, turn off the In-App Purchases slider All in-app purchases now require your passcode. Android (Google Play) Open the Google Play Store app Tap Menu Select Settings Scroll to User Controls Check the box next to "Use password to restrict purchases" Enter your Google password to confirm All in-app purchases now require your Google account password. When to Contact TELUS Contact TELUS if you need help identifying an unknown vendor on your bill or if a vendor refuses to remove fraudulent charges after you've disputed them directly. TELUS can provide vendor contact details and escalate unresolved billing disputes, but the vendor must authorize any charge removals for their services.TELUS Device Care Complete
Protect your Android or iPhone from loss, theft, accidental damage, and manufacturing defects. Coverage costs $17 per month and must be added within 60 days of device purchase. What's Covered Loss and Theft Full device replacement if lost or stolen Accidental Damage Cracked or shattered screens Broken camera or power ports Malfunctioning microphone or speaker Liquid damage from water, coffee, or other spills Up to 2 incidents per 12-month period Manufacturing Defects Hardware failures covered under the same incident limit Additional Benefits Free battery replacements Unlimited photo and video storage at full resolution Expert tech support for device setup Repairs through Mobile Klinik How to Add Device Care Complete You have 60 days from your device purchase date to activate coverage. Option 1: During Purchase Add the plan when buying your device online or in-store. Option 2: MyTELUS Account Log in to MyTELUS Navigate to your device settings Select Device Care Complete under available add-ons Confirm enrollment Option 3: Phone Dial *611 from your TELUS device and request Device Care Complete. Option 4: TELUS Store Visit any TELUS location within the 60-day window. Cost $17 per month, billed to your TELUS account.
