Our response to COVID-19

Helping ensure that our customers, team members and their families remain safe during the COVID-19 pandemic remains our top priority. To that end, we are:

• Limiting the number of customers in-store, implementing social distancing measures and enhancing in-store hygiene Find a store
• Offering innovative install and repair options, including self-installs, virtual installs (where a technician delivers sanitized devices to your doorstep, then guides you through the installation steps over a video call) and professional installs, pending an onsite safety assessment. Learn about installation options
• Offering many team members the option to work from home if possible, and providing them with the tools they need to remain connected and productive

We are offering innovative install and repair options, including self-installs, virtual installs (where a technician delivers sanitized devices to your doorstep, then guides you through the installation steps over a video call) and professional installs, pending an onsite safety assessment.

Learn more about these options.

Our people, our networks, and our technologies are at the ready to connect and secure the health of Canadians from coast to coast. As part of our unwavering commitment to ensure Canadians can rely on our secure networks to stay connected, we have undertaken preparations to support the increased capacity we expect as more Canadians work from home.

We continue to actively monitor the situation and will take steps to best meet the connectivity requirements of Canadians, including essential capacity required by public authorities.

To accommodate the increased volume and traffic of data on our wireline and wireless networks, our team has ensured that our networks are reliable and resilient to continue supporting Canadians during this critical time: whether it be working from home, enabling virtual learning for Canadian youth, supporting virtual health solutions or powering entertainment streaming services.

Our team continues to monitor our networks to ensure reliability and manage capacity quickly to accommodate consumer demand or significant changes in usage patterns.

Our highest priority is keeping our team members safe, informed and connected. For all TELUS team members, we are:

• Providing top up payments for all retail team members and call center agents affected to ensure that they continue to receive their average monthly wages and any performance pay during this challenging time
• Strongly advising our team members who have the ability to work from home to exercise that option, and providing them with the tools they need to remain connected and productive
• Closely following the lead of global, national and provincial health authorities and working hand-in-hand with our Medical Advisory Board of experts in occupational health and safety, public health, TELUS Health and infectious diseases to make informed and timely decisions to help keep us all safe
• Providing comprehensive personal protection equipment for our in-home installation and repair technicians, including disposable gloves, disposable surgical masks, boot covers and hand soap/sanitizer. We are also offering remote installations and repairs wherever possible
• Providing our team members with paid time off for vaccination to keep themselves, our customers and our communities safe

We have put at the disposal of our federal, provincial and local governments our TELUS Health team and our considerable expertise across virtual care and home health monitoring, as well our Health for Good Mobile Clinics operating in 14 Canadian communities from coast to coast that service homeless and vulnerable populations.

We have the tools and capacity to assist with detection, screening, triage, treatment and monitoring to better protect both our citizens and our healthcare providers and welcome the opportunity to partner with our government to assist during this crisis.

Disinfecting your smartphone, laptop, tablet and remotes can also help slow the spread of Coronavirus (COVID-19). Here's how to clean your devices safely.

TELUS is committed to keeping Canadians safe and connected, and telecommunications is deemed an essential service. More than ever, Canadians and businesses are counting on us to keep them connected.

With this in mind, visit this page to view the status of your TELUS internet, home phone, Optik TV and mobility services.

Our networks are enabling people to work remotely, students to do their school work from home, loved ones to virtually connect and businesses to continue operating.

There have been reports of various scam calls relating to coronavirus, where calls are spoofed to appear to be coming from Service Canada. In many cases, call recipients are being told that they have been reported to be in contact with a person confirmed to have COVID-19. The recipient is then asked for their address and social insurance number. Canadians who receive these calls can help stop them by reporting them to the RCMP Anti-Fraud Centre by calling 1-888-495-8501 or by visiting the Canadian Anti-Fraud Centre’s website.

If you receive an unexpected and suspicious call, take a moment to ask yourself if the caller is requesting personal or sensitive information, putting pressure on you, or if something else seems off. If you have received a suspected phishing call to your TELUS mobile device or landline:

Do not reply to the caller and end the call right away. Give yourself a moment to think about whether this seems suspicious in any way. If the caller tries to convince you that they are calling from TELUS, report the call to the TELUS Fraud team at fraud@telus.com so the incident can be logged and investigated.

TELUS takes the reduction of nuisance calls very seriously. You can learn more about scams, such as phishing, by visiting this TELUS Security page.

If you wish to reschedule an upcoming appointment with TELUS, you can do so by visiting our online appointment manager.

For ADT by TELUS customers, please call 1-877-627-0504 to reschedule your appointment.