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What You Need to Know


As a division of Telus, Telus Mobility operates three different mobile networks in Canada serving more than 8-million subscribers. Over the past three decades, Telus has grown to become the second-largest Mobile carrier in Canada.

Telus Mobility offers both prepaid and postpaid services. Postpaid plans currently range from $35 to $325 depending on your plan features and device financing. Prepaid plans start at $10 with high-end plans running up to $67.

If you need a phone, Telus offers a wide range of options with 2-year term contracts to help make any phone affordable.

What’s Good?

  • Device financing available
  • No-term plans available
  • Family sharing plans for added savings
  • Unlimited messaging on many plans
  • Canada-wide calling on many plans

What’s Bad?

  • Features don't stand out from competition
  • Single line plans are not competitive

Show more

Notable Features

Choice Plans: With flexible features and the ability to add up to 9 members to the plan, Choice Plans make it easy to keep track of voice and data costs while offering discounts over per-line plans.

Easy Roam: Flat per-day roaming rates keep costs predictable while you’re traveling so you can spend more time enjoying your trip and less time worrying about bill shock when you get home.

Telus Learning Centre: Have questions on how to use your phone? Telus offers one-on-one training for common phone functions and accessories to help you make the most of your monthly service.

Data Manager: Fully-customizable notifications on data usage, cost-based data blocking and other features help to ensure that you’re never surprised when you open your monthly bill. The feature is also great for keeping younger phone owners from using all of your data in a single afternoon.

Awards and Recognitions

How's the Network Coverage and Speed?

While Telus doesn’t mention specific figures, they do promote their coast-to-coast network coverage.

Data from OpenSignal breaks down Telus Mobility network types as follows:

  • 50% LTE (4G)
  • 34% HSPA+ (4G)
  • 11% HSPA (3G)
  • 4% UMTS (3G)

You can check coverage and network types in your area using their Coverage Map.

Notable considerations include:

  • Extended coverage in Manitoba is only available for HSPA/LTE devices
  • Prepaid service unavailable in extended Manitoba coverage areas
  • Data speeds and features may be limited in extended Manitoba coverage areas
  • Usage in extended Manitoba coverage areas limited to 50% of your overall monthly usage

In the 2016 PC Magazine study, “Fastest Mobile Networks in Canada”, Telus ranked second for national average speeds. LTE download speeds measured at 53.26Mbits/s while LTE upload speeds measured at 15.33Mbits/sec.

Additional data from OpenSignal shows an average LTE download speed of 17.9Mbits/sec and LTE uploads of 8.9Mbits/sec. 3G downloads measured at 3Mbits/sec and 3G uploads at 1Mbit/sec.

Do They Charge Roaming Fees?

For the majority of Telus Mobility postpaid and prepaid plans, if you have coverage you can call within Canada with no worries.

If you’re traveling to the US, you’ll find some add-ons to help manage costs:

  • Easy Roam: For $7 per-day, per-line you can use the data, minutes and text allotment from your plan anywhere in the US.
  • US Combo Passes: Costing between $25 and $80, these passes add US minutes, text and data to your plan for 30 days from the date of activation.

Pay as you go rates in the US include:

  • $1.50 per minute for voice calls
  • $0.60 per sent text
  • $5.00 per MB of data used

International roaming add-ons include:

  • Easy Roam: For $10 per-day, per-line you can use the data, minutes and text allotment from your plan in more than 100 popular destinations around the world.
  • Combo Passes: Save money over purchasing individual passes for text, minutes and data with combo passes. Prices vary by location.
  • Data and Text Passes: Need to add some text or data to your plan while abroad? These add-ons will keep you in touch with those back home. Prices vary by location.

For pricing and additional details on specific destinations, refer to their Travel page.

What About Long Distance Fees?

Many plans offer nationwide calling. If you have a local calling plan, long distance fees within Canada will vary based on your plan and location.

For international calling, Telus offers a number of calling add-ons to help you save money:

  • International Long Distance Saver: For $2 per month you can save up to 95% off the standard per-minute rate on international calls. Discounts are available for more then 200 countries.
  • Country-Specific Calling Add-ons: If you frequently call the US, India or China and Hong Kong, you’ll find packages ranging from $15 to $20 to keep calls affordable.
  • Minute-Based Add-ons: Lastly, there are four add-ons, ranging from 60 minutes to 1000 minutes per month with a pool of countries from which to choose. Prices start at just $5.

You can find more about specific calling rates and options on their Long Distance page.

Does Telus Offer Wi-Fi Calling?

Yes. If you have a supported iPhone model, they allow calling over Wi-Fi at no additional charge. They do not currently offer an app for Wi-Fi calling on non-supported phones.

For phone compatibility and usage instructions, consult their Wi-Fi Calling FAQ.

How About Voice over LTE (VoLTE)?

Yes--in select regions. Telus currently offers VoLTE service with a supported device in:

  • Alberta
  • British Columbia
  • Manitoba 
  • Ontario (excluding Ottawa, Kingston, North Bay, Sudbury, Sault Ste Marie, and Thunder Bay)

When using VoLTE service, you can switch between voice and video calls as well as use 4G data while on calls.

Not sure if your phone is compatible? Consult their About VoLTE page.

For LTE availability in your area, check their coverage map.

Can I Tether My Mobile?

Telus allows you to create a wireless hotspot using any supporting mobile phone or tablet with a data plan. Remember, any data used while tethering counts against your monthly bucket. Computers and game consoles with often use data much faster than mobile devices. Always keep an eye on your usage if you decide to tether.

Do They Offer Data Rollover?

No. None of Telus Mobility’s prepaid or postpaid plans include data rollover.

Do They Offer Add-ons or Bundles?

Yes! All plans include voicemail, nationwide texting and picture messages. Postpaid plans also include unlimited family calling. Looking to add more features to your plan? Telus Mobility offers a number of add-ons.

Popular postpaid options include:

  • Data Top-Ups: From 200MB to 2GB, you can easily add data to your bucket and avoid costly overage fees.
  • Texting: You can add international text messaging to your plan starting in increments ranging from 100 to unlimited.
  • Premium Voicemail: By default, many plans only include voicemail storage for up to three messages. With add-ons you can increase storage space, upgrade to Visual Voicemail on your iPhone or have voicemails transcribed to text.

Popular prepaid options include:

  • Data Top-Ups: With add-ons ranging from 100MB to 1GB, you can always be sure you have data when you need it.
  • Minute Top-Ups: Adding minutes to your plan is easy. Voice add-ons allow you add up to 250 local minutes to your monthly allotment. You can also add unlimited calls to a single number and unlimited early and evening and weekend calling for 30 days.
  • Premium Voicemail: Expand your voicemail storage to 10 messages.

Do They Offer Bring Your Own Device/Sim-Only Plans?

Yes! Bringing your own device to Telus offers a discount on your monthly plan and no need for a monthly device financing payment. Be sure that your device is carrier unlocked and supports 4G or 4G LTE networks.

For additional information on compatibility with their network, Telus offers an easy-to-use online tool.

Do They Require a Credit Check?

There are no credit checks for prepaid service. However, monthly service agreements may require a credit check. At the time of writing, this is a "hard" credit check. This means the check will likely show up on your credit report.

Items needed include 1 of the following:

  • Canadian Driver's Licence
  • Canadian SIN Card or Letter
  • Canadian Credit Card

Plus 1 of the following:

  • Valid Canadian Driver’s License (Not applicable if used as one of the items above)
  • Valid Canadian or Foreign Passport
  • Work Visa
  • Department of Defense ID
  • Permanent Resident Card
  • Native Indian Status Card
  • CNIB Card
  • Valid, Goverment-Issued Provincial/Territorial Photo ID
  • Possession and Acquisition License (PAL)

NOTE: Credit checks from carriers that pull your credit bureau report may impact your credit score. If you're not sure the best options for your credit profile, we suggest contacting the carrier directly before attempting to obtain service.

For more information on credit check requirements and how they might affect your account, consult their Terms of Service.

What About Activation and SIM Fees?

Telus does not charge an activation.

However, to you bring your own phone or tablet, you'll need a Telus SIM.

SIM Kits are available through their retail and online stores. Standard 4G LTE SIMs are $15. NFC-enabled SIMs are $20. 

NOTE: Fees often differ between retail stores and websites. Be sure to check both before signing up or adding a line to your account to maximize savings.

Do They Charge an Early Termination Fee?

Depending on your account status, you may have an early termination fee if you choose to cancel service. On Telus’ Mobility Service Terms support page, they note:

“To cancel your service, contact TELUS with the date you want the cancellation to be effective. Cancellation fees may apply.”

Can I Port My Number To or From Telus Mobility?

Yes! Telus Mobility follows all Local Number Portability requirements to make it easy for you to bring your number from your existing carrier or landline.

To transfer the number to or from Telus Mobility:

  • You must have a Telus Mobility account
  • The account that you wish to transfer to or from must be active and in good standing
  • The area code of the number you wish to transfer must match your local calling service area

Telus notes that the process may take up to 2.5 for non-Telus mobile numbers and up to 48 hours (2 business days) for landlines.

You can find full details on starting the process on their support page.

Will Telus Mobility Unlock My Phone?

Yes! Telus Mobility will unlock any phone locked to their network provided you meet the following conditions:

  • Prepaid services or subsidized devices must be active for at least 90 through Telus before unlocking
  • The device must not be reported lost or stolen
  • The device is associated with your account

Unlocking your device through Telus requires a one-time payment of $50. For prepaid devices, there must be a balance on the account large enough to cover the unlock fee at the time of the request.

You can start the unlocking process by calling customer care.


For additional questions about Telus Mobility pricing, features and coverage, be sure to check out our Telus Mobility Q&A Forum. It’s filled with questions and answers from people like you looking to get the most out of their mobile service!

If you spot any errors or missing information, please let us know! It's appreciated and will help make this page better for everyone.


Voice network: HSPA 850/1900 MHz, LTE 1700/2100 MHz (AWS)
Data network: HSPA, HSPA+, LTE

Telus Customer Service

Mailing Address:
200 Consilium Place, Suite 1600 Scarborough, Ontario M1H 3J3

Phone Number:
866-558-2273 (or *611 from your cell)

Helpful Links

Official Website, Facebook, Twitter, Coverage Maps, Manage Your Account


Review Telus:

Help inform others by sharing your experience with Telus

Reviews (4.1/10 Avg. rating)


Darn, there are no reviews yet for this carrier.

Steve

Done with Telus

Telus has zero customer support, you can't get through over the phone, chat is bogged down and dysfunctional and the so-called "completely interactive" website leaves you unable to make changes to your monthly plan, even though the options lead you down a rabbit hole to eventually tell you, "sorr... More

Telus has zero customer support, you can't get through over the phone, chat is bogged down and dysfunctional and the so-called "completely interactive" website leaves you unable to make changes to your monthly plan, even though the options lead you down a rabbit hole to eventually tell you, "sorry you will have to contact support" - round and round we go.... no more Telus, you've lost a good, paying customer.

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MPE

WORST service ever

Incompetent agent , really unhelpful, unacknowledged, poor team work, they never call back, no follow up.  It seems like they never have a solution when there's an issue.  I'm really disappointed that this is the only service available in our town ... Worst Worst Worst customer service I've ever... More

Incompetent agent , really unhelpful, unacknowledged, poor team work, they never call back, no follow up.  It seems like they never have a solution when there's an issue.  I'm really disappointed that this is the only service available in our town ... Worst Worst Worst customer service I've ever experienced.

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annoyed

I migrated from mts. Fine its done. but I wanted a phone for my 11 yr old daughter just for emergency reasons. simple but nope. because I'm a business owner I have double the costs to get her a phone with 1 gb. $65 monthly instead of 35 monthly if I was personal account . Been on hold for an hour and ten minutes and standing pissed right off.

Due to an employee error I am locked out of my own phone after a number change. I've been wrestling with Apple  Account recovery for a month now, and they are equally useless. I should also note that my data plan is being used up by my phone, which is locked, and I can't use. Thieving, incompeten... More

Due to an employee error I am locked out of my own phone after a number change. I've been wrestling with Apple  Account recovery for a month now, and they are equally useless. I should also note that my data plan is being used up by my phone, which is locked, and I can't use. Thieving, incompetent pricks.

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Wendy

Over 20+ years and I'm leaving...

I have been with Telus since I started using a cell phone, over 20 years. A few years ago we bundled our mobility plans to a share plan. I need a new phone so ordered one through our account online. Paid and was excited to have it delivered instead of spending an hour+ in the store, which it alwa... More

I have been with Telus since I started using a cell phone, over 20 years. A few years ago we bundled our mobility plans to a share plan. I need a new phone so ordered one through our account online. Paid and was excited to have it delivered instead of spending an hour+ in the store, which it always takes. The next day a Telus rep called and said they needed to speak with my husband, who is the named account holder. I advised them I have authorization on that account, I do all the plan changes, payments etc. I've now been through 3 layers of people and they are all saying the same thing.  I could just easily have my husband authorize it but now it's the principle. He even has to come in and sign if I go into a store. It's not about security with personal information because they're fine with that. It's the equipment. They won't allow more than one person on an account to be able to sign a contract on the phones they sell. I think they shouldn't be using share plans in that case. They've basically erased me. I don't need my husband's authorization to buy anything, let alone a phone! I purchased phones from them for years  but now all of a sudden I'm a risk. Not at all impressed.

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dean

Don't go with Telus if you are a not for profit

While I have personally had some good service from Telus in the past, I would definitely not recommend Telus if you are on a volunteer board and your organization needs a cell phone and you are considering telus.  In short, Telus would not allow myself and another board member to cancel our cell... More

While I have personally had some good service from Telus in the past, I would definitely not recommend Telus if you are on a volunteer board and your organization needs a cell phone and you are considering telus.  In short, Telus would not allow myself and another board member to cancel our cell service because we decided to go with a land line phone. Furthermore, it took OVER TEN phone calls to Telus to try to cancel the service. Telus kept saying the other board member was authroized and yet when one of us called they would NOT allow access to cancel the account. Telus kept saying the reason was because only one person can access due to a continual credit check being done, yet when that individual called they would still not allow him or her to cancel and even claimed on our second last call that they wanted to discuss internet sales with us before we consider cancelling. Disgusting service. This happened in the first few months of 2017. Think twice before getting a Telus cell phone for your not for profit. Very slimy marketing practices. I am now thinking of moving away from Telus personally because of this.  Be very very careful! 

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Stephanie

Amazing company

I love Telus because hey always have friendly customer service associates to help with any problem I have. One of the biggest downsides is that their plans are expensive but that's what I get for having a premium phone.
I love Telus because hey always have friendly customer service associates to help with any problem I have. One of the biggest downsides is that their plans are expensive but that's what I get for having a premium phone. Less
Angel

Added insult

I've been with Telus approx 7 years with my mobile. 6 months ago I swapped to their internet. They send me those valued customer gifts all the time. So the last time I figured , why not . This VALUED CUSTOMER  would like a new tv. Why not after the amounts of cash given to them that made me a val... More

I've been with Telus approx 7 years with my mobile. 6 months ago I swapped to their internet. They send me those valued customer gifts all the time. So the last time I figured , why not . This VALUED CUSTOMER  would like a new tv. Why not after the amounts of cash given to them that made me a valued customer. Lol I called up had my  tv service installed and was informed I am not valued at all. I had 2 payments that were late. Just late. I pay my bills. But I Cant have a tv. Customer care??? Poor care of a customer. Wish their care was as good as their optic lines.  Insult to injury they are still sending me offers for a tv. Unbelievably dishonest, left me disapointed .

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Jana

Horrible service

After two years with them, we started having problems with our international calls. When I called them, they had no explanation. They said it was my phone. So I bought a new one. Two months later, they sent two technicians who had no idea what to do, so they cancelled our phone. After a week with... More

After two years with them, we started having problems with our international calls. When I called them, they had no explanation. They said it was my phone. So I bought a new one. Two months later, they sent two technicians who had no idea what to do, so they cancelled our phone. After a week without  our phone, they sent another technician who fixed it but because of their cancellation, we lost our phone number. When I called them that we had a call display before, they charged us right away. Horrible service, nobody is responsible for anything. Nobody answers the phone even though I was on line for more than 90 minutes. Nobody gives you their full name. Can't wait for my contract to be over. TELUS - never ever again.

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Telus spends plenty on flashy marketing to get new customers, but they treat you like dirt once they have you.  If they make a mistake on your account (that they've admitted was their mistake), they force you to pay for it up front so they can "credit" you back later at their leisure.  If you ref... More

Telus spends plenty on flashy marketing to get new customers, but they treat you like dirt once they have you.  If they make a mistake on your account (that they've admitted was their mistake), they force you to pay for it up front so they can "credit" you back later at their leisure.  If you refuse, they will send it to collections even when they've admitted the money isn't actually owed.   I cannot stand their business model and refuse to do business with them anymore. 

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Fonce

Never going back

They add on fees to your billing. Then they remove them when you call in. So If the fee is not something that must be charged to me like my contacted monthly payment that I'm obligated to why do I get them in the first place? Also texts don't send on time and out of order. Sister had Telus and had t... More
They add on fees to your billing. Then they remove them when you call in. So If the fee is not something that must be charged to me like my contacted monthly payment that I'm obligated to why do I get them in the first place? Also texts don't send on time and out of order. Sister had Telus and had the same problem too. Less


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