How Telus is Responding to the COVID-19 Pandemic

By Stephen Clark

Last updated 14 July 2023

In this Guide

Connectivity Commitment
Customer Relief
Network Stability
Retail Stores
Service Appointments
More Information

Article Summary

Telus wireless networks are the most reliable in the country and are designed to handle the extra traffic coming from Canadians now working remotely. The company's COVID-19 pandemic response has been extensive, providing coverage to travellers, customers working from home, and families looking for home-schooling ideas.

Even though Telus operates Canada's largest, fastest, and most reliable wireless network, demand from consumers and emergency workers skyrocketed as they changed the way they work. In western Canada, Telus also offers broadband internet, television, and other telecommunications services that the company needed to adapt to the global pandemic. Lastly, Telus Health produces technological solutions for the healthcare industry, which is needed now more than ever.

Like competitors Rogers and Bell, Telus instituted a number of measures to keep its customers connected during the coronavirus pandemic. This included waiving international roaming charges, lifting data caps on home internet, postponing all service disconnections, and offering flexible payment plans for Canadians who are suffering financially from the COVID-19 pandemic. Read on for more details on how Telus has taken care of its customers.

Telus Connectivity Commitment

Immediately following the first shutdown of services, Telus committed to postponing all disconnections due to non-payment until further notice. Consumer and small business owners who suffered financial difficulty as a result of the crisis (including loss of employment or store closures) can speak with a Telus representative about flexible payment options. Reach out to Telus customer service for more information.

Relief for Telus Customers

Changes to service listed below were applied automatically and required no action by customers.

Note: Many forms of relief mentioned below have expired. Contact Telus customer support if you need help with your unique circumstances.

Wireless: Easy Roam, Travel Passes and pay-per-use fees were waived for all Telus and Koodo customers who were roaming outside Canada until April 30, 2020. Open Telus storefront locations operate in line with regional restrictions to provide critical services—call ahead to confirm that your nearest storefront is open. Many Koodo and Public Mobile storefronts are also open now. To help ease the pandemic's burden, Telus donated more than 14,000 free mobile devices and $0 rate plans to organizations across Canada. The Telus Mobility for Good program expanded nationwide to help young adults transition from life in Foster Care with a free smartphone and two years of service.

Home Internet: All home internet overage charges were waived until June 30, 2020 on plans that didn't already include unlimited data. Customers signed up with the Internet for Good program, which brings low-cost internet to families in need, received a fee waiver for 2 months. Telus expanded the Internet for Good program to include people with disabilities in B.C. and Alberta, as well as students who need to learn from home.

Television: Free channels with news, entertainment, and educational content were added for all Optik TV customers (available in B.C. and Alberta). As we hit the second wave of infections, TELUS Presents has added exclusive content sourced from abroad and free through the Optik TV On Demand system.

Telephone: Scheduled increases to long-distance pay-per-minute charges have been paused until further notice, and credits will be applied to customers who received these charges in March.

Free Services: Free access to educational activities for families by Microsoft and online digital safety activities are available through Telus Wise.

Telus Health: The new Babylon app from Telus Health lets Canadians in B.C., Alberta, and Ontario check their symptoms and chat directly with a doctor (Android or iOS app available). The new Telus Talks podcast addresses health issues facing Canadians during this crisis.

Telus Mobility Plan Pricing Changes

Telus already offers the best unlimited data plan in Canada with unlimited nationwide talk and text. The plan normally includes 10GB of high-speed LTE data to share with up to six tablets, smartwatches, and the Telus Drive+ smart car system. You may burn through 10GB quickly while working remotely, so Telus doubled the data plan to 20GB. This promo ran off-and-on for the last few months, but it's currently available while everyone continues to work from home.

After you've used up your full-speed data, your downloads are slowed down to 512kbps. With that speed, you can continue downloading without any overage charges until the end of your billing month. It's still fast enough for 1-on-1 video conferences, but for group chats you may need to go audio-only. There’s also the option to add a 3GB Fast Pass or find a Wi-fi network.

Telus Network Stability

Telus increased network capacity so that customers can continue receiving high-quality service even while Canadians work remotely. Telecommunications services are considered an "essential service" by the Canadian government, so engineers remain on the job to ensure that customers stay connected.

Telus, Koodo, and Public Mobile Retail Locations

Many Telus storefronts closed nationwide but reopened when infection rates dropped in the summer. It's still advised that customers use online or call centre options to handle account needs or contact customer service. Telus locations remain open providing essential services (find a Telus store). Most Koodo and Public Mobile locations have reopened, but online services remain the preferred way of contact. Third-party reseller storefronts may be open, but you should call ahead to confirm.

Home Installations

New procedures will be followed for home internet, phone, and security installations. Telus implemented a new repair and installation process:

Technicians complete device configuration in advance of delivery (if possible)
Equipment is sanitized leading up to delivery to the customer's doorstep
Technicians work outside the home, then remotely guide the homeowner through the final steps of in-home installation
Personal protection equipment for technicians is provided including disposable gloves, boot covers, surgical masts, and soap/sanitizer

Telus COVID-19 Response Page

The Telus Response to COVID-19 page is an excellent starting point to find up-to-date information about the company's services. The support site has a comprehensive database of troubleshooting articles, Telus Health services (including the Babylon app and Telus Talks podcast), and a full FAQ.