Our response to COVID-19

Stay safe and connected

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.


Caring for our customers

Managing your account online

Due to higher than normal call volumes, we recommend managing your account online by logging into My TELUS or using the My TELUS app, where you can:

  • View and pay your bills

  • Monitor your usage

  • Manage your products and services

Support for installs and repairs

As physical distancing guidelines change, we will continue to offer innovative install and support options.

Self install

Products are shipped to your door with self install instructions. 

Virtual install

A technician will deliver sanitized devices to your doorstep, then guide you through the installation steps over a video call.

In-Person Install

After an onsite safety assessment, technicians may enter your home to complete the necessary work.

Note: If we need to return to complete installation, we will contact you to arrange an appointment. Learn more.

 

TELUS store services

We make every effort to protect the health and well‑being of our customers and staff by:

  • Implementing social distancing measures, including limiting the number of customers in-store

  • Requiring that all customers wear masks

  • Introducing a touchless purchase experience

  • Enhancing in-store hygiene for customers and employees

Some stores may still only provide essential services, including:

  • Activating and renewing critical services

  • Phone repairs, loaner devices and trade-in services

  • New and replacement SIM cards

  • Purchasing prepaid top ups

  • Essential accessory purchases

  • Modem and remote swaps

Note: Check your nearest store’s hours before visiting, as they may have changed due to regional health and safety guidelines.


Serving you safely and putting Canadians back to work

Connectivity has never been so important. That’s why we have reintroduced mobile sales teams to better serve you. If we knock on your door, rest assured that we are following physician-approved COVID-19 safety protocols, including:

  • Contactless social distancing

  • Mandatory masks

  • Remaining outdoors

  • Completing a daily fit for work assessment


Keeping Canadians connected

We are dedicating $150M to support COVID-19 relief efforts, including:

To learn more about how TELUS is keeping Canadians connected, visit Connecting Canada for Good.


Data for Good

Launched in April 2020 in response to the COVID-19 pandemic, Data for Good leverages advanced de-identified data analytics to aid all levels of government and public agencies in making more strategic and informed decisions based on real-world information.

 

Frequently Asked Questions













Stay healthy and informed

 
 

Protect yourself and others with the COVID Alert app

To help keep our customers and communities safe and connected during the pandemic, TELUS is encouraging everyone to download and use the Canadian Government’s new COVID Alert notification app.

To learn how Canada’s free exposure notification app works and how your privacy while using it is protected, visit the Government of Canada’s COVID Alert site.

Where it works

The app is currently operational in Manitoba, New Brunswick, Newfoundland and Labrador, Northwest Territories, Nova Scotia, Ontario, Prince Edward Island, Quebec and Saskatchewan, but all Canadians can still download it.

TELUS Health MyCare™

Download and register for our innovative virtual healthcare app to access healthcare services from your smartphone. Using it helps relieve the stress on our overburdened healthcare system while reducing your risk of catching or spreading COVID-19.

You can use our free chat-style Symptom Checker to inquire about your symptoms and receive recommendations.

Akira by TELUS Health

Akira is a bilingual virtual care app that many Canadian employers use to help give their employees access to 24/7 care, alleviating the strain on clinics and hospitals, while reducing the risk for further exposure. The app enables users to connect virtually with a health practitioner for non-emergency medical  issues, including assessment of possible COVID-19 symptoms.