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What You Need to Know


As a division of Telus, Telus Mobility operates three different mobile networks in Canada serving nearly 9-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

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 about 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.

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

Ranked second for download speeds in both the 4G and 3G network categories in Tutela's 2018 "Mobile Experience Report", tests showed an average speed of 15.68Mbits/sec for 4G downloads and 5.30Mbits/sec for 3G downloads. Uploads speeds averaged 8.70Mbits/sec across both 4G and 3G networks.

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 than 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 Android or 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.

Currently, the LG G6 is the only supported Android device.

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, Government-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?

Starting April 12, 2018, Telus charges a $30 connection fee for a new lines of service and contract renewals.

However, they'll waive the fee if you complete the process online. 

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

SIM Kits are available through their retail and online stores.

As of April 12, 2018, Telus no longer charges a SIM fee.

Learn more at Telus's Optional Service Fee page.

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! According to CRTC Wireless Code regulations effective December 2017, they must unlock your phone free of charge upon request. If you received a subsidy on your phone, you must wait 90 days before unlocking your phone.

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

  • The device must not be reported lost or stolen
  • The device is associated with your account

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)

Want to speak with a human?

Helpful Links

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

Review Sources and Citations

Review Telus:

Help inform others by sharing your experience with Telus

Rate It:

Critic Reviews


Android Authority

A closer look at your options

from Android Authority

If you’re looking for a cheap plan, Telus probably shouldn’t be your first stop. But if you want the reliability of one of the major Canadian providers, have a look. Bundling your services and signing a two-year contract could save you enough money to make it worth your while too.

Read full review

If you’re looking for a cheap plan, Telus probably shouldn’t be your first stop. But if you want the reliability of one of the major Canadian providers, have a look. Bundling your services and signing a two-year contract could save you enough money to make it worth your while too.

Read full review

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User Reviews


Mcon

Telus Mobile is OK

PROS

Phone Telus Customer service has always been great.

Chat Customer Service has always been great.

The bills are easy to understand.

You get pre Data Overage SMS Messages


CONS

Plan Prices are not always competative

Usual wait for Live Phone Customer Service is 15 mins...

More

PROS

Phone Telus Customer service has always been great.

Chat Customer Service has always been great.

The bills are easy to understand.

You get pre Data Overage SMS Messages


CONS

Plan Prices are not always competative

Usual wait for Live Phone Customer Service is 15 mins

Telus Mobile Outlet Employees can be extremely slow to respond to your requests Sudbury, Ontario. Expect 20-30 minute wait time. Although the staff are friendly.

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Ron

GO ELSWHERE!!!!!

Switched to Telus's Internet and Optik TV about 4 yrs ago, biggest mistake I have ever made! Have lost Signal's countless of times, have probably spent at the minimum of 24 hrs on the phone speaking to Troubleshooters at Telus. The last straw was when I lost my Telus webmail for an entire weekend, called a Rep and he said he would get right back to me, this was on a Friday....he never did! I sent them a message that I wanted compensation for all my troubles with them. Never got a response!! Instead of giving me maybe one month's free, I chose to go elsewhere. So they would basically not give me $170 for the month and lose $2040 for the next how many years?? COMPLETE IDIOTS!!!

Switched to Telus's Internet and Optik TV about 4 yrs ago, biggest mistake I have ever made! Have lost Signal's countless of times, have probably spent at the minimum of 24 hrs on the phone speaking to Troubleshooters at Telus. The last straw was when I lost my Telus webmail for an entire weekend, called a Rep and he said he would get right back to me, this was on a Friday....he never did! I sent them a message that I wanted compensation for all my troubles with them. Never got a response!! Instead of giving me maybe one month's free, I chose to go elsewhere. So they would basically not give me $170 for the month and lose $2040 for the next how many years?? COMPLETE IDIOTS!!!

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LC

Greedy company with poor customer service

Extremely horrible customer service; they tell you they will do whatever they can to make you happy, but really in the end its all about making telus happy! they do not try to help you. I totally agree that the company will try to cheat their way thru the customers wallets. Beware and pay attention to what you are getting even once you have signed up! Requested and was told a customer service manager would contact me within 24-48 hours, on 3 separate occasions...it is over 2 weeks and I am still waiting.  Looking elsewhere

Extremely horrible customer service; they tell you they will do whatever they can to make you happy, but really in the end its all about making telus happy! they do not try to help you. I totally agree that the company will try to cheat their way thru the customers wallets. Beware and pay attention to what you are getting even once you have signed up! Requested and was told a customer service manager would contact me within 24-48 hours, on 3 separate occasions...it is over 2 weeks and I am still waiting.  Looking elsewhere

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Rob

constantly ripping you off

Michael

Sloooooooooow LTE Speeds!

Simple really… I have a Samsung Galaxy S8+ connected to an LTE connection (4 of 5 bars). I had WiFi turned off and ran my speed test. Ping rate was decent (25ms) download was 0.55Mbps

Seriously, 0.55Mbps is less than 0.10 of 1 % of Telus advertised theoretical LTE speeds of 900Mbps.  Sure it's theoretical but lets say 50% of theoretical is practical, so 450Mbps. That means I'm getting 0.12% of the advertised practical speed.  Pathetic at best! ...

More

Simple really… I have a Samsung Galaxy S8+ connected to an LTE connection (4 of 5 bars). I had WiFi turned off and ran my speed test. Ping rate was decent (25ms) download was 0.55Mbps

Seriously, 0.55Mbps is less than 0.10 of 1 % of Telus advertised theoretical LTE speeds of 900Mbps.  Sure it's theoretical but lets say 50% of theoretical is practical, so 450Mbps. That means I'm getting 0.12% of the advertised practical speed.  Pathetic at best! 

Phone portion of my service works as advertised, hence my rating of 5 out of 10.

Suggested new Telus slogan: "Still just a phone company."

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SK

whatever you choose, DONT choose TELUS

Extremely horribly customer service. they will not try to help you. the company is a liar and will try to cheat their way thru the customers wallets. when you talk them they are losing you as a customer they will immediately tell you well we are sorry to see you go. lol we live in Canada. Without customer service you will not be keeping any customers and they will soon switch out. the only customers u'll have are the new naive ones which too will switch once they deal with you and so the cycle continues. clearly they do not know the importance of longterm loyal customera. I've dealt with Rogers, Bell and Freedom mobile. I will recommend Bell and Freedom to everybody. Do NOT go for telus. the only difference in Telus and Freedom is that once you start going out of the city, freedom will lose connection first and after some time so will Telus.  the only reason I switched out of Freedom earlier this year was cuz I thought telus has better service but no it does not. 

Extremely horribly customer service. they will not try to help you. the company is a liar and will try to cheat their way thru the customers wallets. when you talk them they are losing you as a customer they will immediately tell you well we are sorry to see you go. lol we live in Canada. Without customer service you will not be keeping any customers and they will soon switch out. the only customers u'll have are the new naive ones which too will switch once they deal with you and so the cycle continues. clearly they do not know the importance of longterm loyal customera. I've dealt with Rogers, Bell and Freedom mobile. I will recommend Bell and Freedom to everybody. Do NOT go for telus. the only difference in Telus and Freedom is that once you start going out of the city, freedom will lose connection first and after some time so will Telus.  the only reason I switched out of Freedom earlier this year was cuz I thought telus has better service but no it does not. 

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Dave

I love this because it allows me to stay wih telus.

Courtney

Terrible

Called not only twice but THREE times to get my pre paid visa for signing up with telus internet. They say there is NO record of me calling. LIES! I have had to call at least three times to get my Wi-Fi back up and running. TERRIBLE SERVICE ALL AROUND!

Edna

A FIGHTER COSTUMER REPRESENTATIVE

A customer service is very poor and very rude. He dont know how to solve problem. he just being very impatient to deal with situation..Very bad and i totally dis appointed in this provider.. they deserved -0 rate. 
Vic

Terrible customer service

Our company was given a contact at the nearby business branch. The branch close, the contact doesn't work there anymore and his number doesn't work. When I went to the closest Telus store after 40 minutes I was told I needed to go to a Telus business branch. When I went to a business branch I was blamed for having out of date information and treated like I was trying to scam them or my company. I was told that whoever set up the plan on my side should be there with me (ridiculous for a company having 40 people). I was told I needed more information, and when I contacted a friend to find it then I was told I needed more information. They wasted an hour of my time both times. Basically Telus is responsible for informing their customers what they need to join an account and should take responsibility for leaving their customers with incorrect information. They should not be treating their customers like criminals. The company is completely disorganized and unhelpful.

Our company was given a contact at the nearby business branch. The branch close, the contact doesn't work there anymore and his number doesn't work. When I went to the closest Telus store after 40 minutes I was told I needed to go to a Telus business branch. When I went to a business branch I was blamed for having out of date information and treated like I was trying to scam them or my company. I was told that whoever set up the plan on my side should be there with me (ridiculous for a company having 40 people). I was told I needed more information, and when I contacted a friend to find it then I was told I needed more information. They wasted an hour of my time both times. Basically Telus is responsible for informing their customers what they need to join an account and should take responsibility for leaving their customers with incorrect information. They should not be treating their customers like criminals. The company is completely disorganized and unhelpful.

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Telus Question?

Visit the Telus Q&A Forum to get answers, ask a question or help others.