Please review our comprehensive FAQ for answers to most of your questions.

General Billing

1. Where can I find information to help me understand my bill?
2. How do I update my billing address?
3. What are my bill payment options?
4. How do I verify my bill payment, credit card payment or pre-authorized payment has been received?
5. How do I set-up a monthly pre-authorized payment plan for my bill?
6. How do I cancel my monthly pre-authorized payment plan?
7. How do I view previous phone bills?
8. How do I report a payment?
9. Do I need a check digit to make payment on the automated telephone service?
10. Where can I find a glossary of common terms?

Billing charges

1. Why am I being billed for service a month in advance?
2. What is the long distance administration fee?
3. Why am I being charged for 911 service when I never called 911?
4. I subscribe to Signature Bundle. Where do I find my charges?
5. Where will I find the charge for the phone I've purchased on flexpay?
6. I subscribe to a long distance plan, but still have other long distance charges. Why?

e.Bill

1. How do I sign up for e.Bill?
2. How do I turn my paper bill on or off?
3. How can I print my e.Bill?
4. How can I view my long distance calls on e.Bill?
5. Why is the total long distance charge larger than my toll plan charges total on e.Bill?
6. When I try to view my e.Bill, I get an error.
7. How do I update the e-mail address for my e.Bill notification?
8. I am on pre-authorized payment, but it does not say, "do not pay this bill" on e.Bill like it does on the paper bill. Why?
9. I just registered on telus.com. Why can't I see the last 18 months of bills?
10. How do I print my long distance charges? Can I sort my charges (such as home and business charges or by roommate)?

Phone Line

1. How do I move my phone line?
2. How do I apply for another phone line?
3. What are the installation charges for adding a line?
4. How do I arrange for the disconnection of my telephone service?
5. My phone number changed; do I need to register for an online account again?
6. I am no longer using a particular phone number. How do I remove it from my online account?
7. How do I request a telephone repair?

Call Services

1. How do I remove services from my phone line?
2. If I have a service removed, do I have to pay for the full month?
3. Are there user guides that show me how to use my Call Services?

Online Profile

1. How do I add another telephone number to my online account?
2. How do I unsubscribe from TELUS e.mail announcements, mailing lists or telephone solicitations?

Secure Web Pages

1. What do I do if I get a "Forbidden Error"?

Internet Service

1. Where can I find out more information about my TELUS Internet service?

Wireless Service

1. I've just purchased a wireless phone. Where can I find out service information?

 

 

General Billing


1. Where can I find information to help me understand my bill?
   Go to sample bill for an overview of a TELUS bill and an explanation of common billing charges.



2. How do I update my billing address?
   Go to the billing address section. You'll need to log in first. If you don't have an online account, please register now or contact us.



3. What are my bill payment options?
   
You can pay your bill through your bank or financial institution, drop off a cheque with your bill stub at a TELUS Store near you, or online with pre-authorized payment or pay by credit card or mail your payment to the following locations:



Bill Payments (AB) :	TELUS, PO Box 7575, Van, B.C., V6B 8N9
Bill Payments (BC) :	TELUS, PO Box 6767, Van. B.C., V6B 4L6
Bill Payments (Eastern):	TELUS, PO Box 229, Toronto, ON, M5K 1J3 or TELUS, PO Box 7575, Van, B.C., V6B 8N9


Please note that TELUS Stores are not payment locations, and Customer Service Representatives there cannot answer questions about payment.
4. How do I verify my bill payment, credit card payment or pre-authorized payment has been received?
   Go to the current balance section. You'll need to log in first. If you don't have an online account, register now.



5. How do I set-up a monthly pre-authorized payment plan for my bill?
   Go to monthly pre-authorized payment plan. You will need to log in or register first if you don't already have an online account at telus.com.



6. How do I cancel my monthly pre-authorized payment plan?
   Please refer to contact us. You are unable to cancel your pre-authorized payment online at this time.



7. How do I view previous phone bills?
   View up to three months of bills if you are registered on telus.com. When you first register, you will only see your current bill. After two months, you will be able to view your current and previous bill. After three or more months, you will be able to view your current and two previous bills. For bills over three months, please call our automated phone service at 310-2255 and say "Billing". A charge for bill copies will apply.



8. How do I report a payment?
   Call Customer Service at 310-2255. When you receive the automated phone service, simply say, "report a payment" and then follow the voice prompts.



9. Do I need a check digit to make payment on the automated telephone service?
   The check digit is the 10th number of the Customer Account number. The new automated phone service (the recorded message you receive when calling Customer Service at 310-4NET or 310-2255) no longer requires the check digit. You will be asked for your 10-digit telephone number and your 4-digit TELUS Account ID which can be found in the top right corner of your bill.



10. Where can I find a glossary of common terms?
    Here are some definitions to commonly used terms.
    
    • Connection charge - service charges associated with processing a request for service, activation of a phone line, and connection to the network facilities.
    • Move charge - connection charges associated with moving telephone service to a new location or address.
    • Inside Wire (Premises Wire) - Wiring from the Service Provider Demarcation Point (SPDP), into the customer's home or business. Although it is called "Inside Wire", some of the wiring can be on the outside of the customer's premises such as the phone wire going from the house to a TELUS network box or a phone jack in an outside location such as a barn.
    • Service Provider Demarcation Point (SPDP), is the physical location where TELUS-owned and maintained facilities end and customer-owned and maintained facilities begin. At the Service Provider Demarcation Point (SPDP), the interface device connecting TELUS facilities to a customer premise is referred to as the Network Interface Device (NID) or Network Interface Box (NIB).

 

 

Billing charges


1. Why am I being billed for service a month in advance?
   TELUS bills one month in advance for recurring charges such as your local phone line access, rental equipment and phone features. If charges start or end outside the regular billing period, you will see a partial month's billing. If you cancel service, there will be a credit on your bill from the date of cancellation to the next billing period. You are only charged for the days you use the service.



2. What is the long distance administration fee?
   To keep the price-per-minute of long distance low, TELUS introduced a long distance administration fee. This fee is consistent across the industry and is applicable to customers who subscribe to a residential long distance savings plan. If you are viewing e.Bill, you can find the long distance administration fee under "miscellaneous calls " within the long distance charges.



3. Why am I being charged for 911 service when I never called 911?
   Since the introduction of the provincial 911 service, the network costs are shared across all phone lines that have access to the 911 service.



4. I subscribe to Signature Bundle. Where do I find my charges?
   Your TELUS Signature Bundle includes your residential access line, choice of Call Features and your TELUS Internet Service with the convenience of one bill and exclusive savings for purchasing voice and Internet solutions from TELUS. The Signature Bundle appears on your phone bill under "Bundles & Packages" as follows:
   
   • Local Line plus
   • Calling Features Select Bundle or Complete Bundle plus
   • High speed Internet (Quick Connect or Bundled) or Dial Up (Unlimited or Avid Surfer) minus
   • Internet Savings Discount / Credit



5. Where will I find the charge for the phone I've purchased on flexpay?
   The first FLEXPAY installment amount will appear on your next bill as "FLEXPAY equipment installment".



6. I subscribe to a long distance plan, but still have other long distance charges. Why?
   The plan fee will cover long distance calls placed within the parameters of the plan. If you have used more than the allotted minutes or made calls to locations not covered under the plan, you will be charged separately for those calls. For more information, please visit Long Distance plans.

 

 

e.Bill


1. How do I sign up for e.Bill?
   When you register for an online account at telus.com, you have the option of accessing your TELUS bill online, called e.Bill. To see your bill go to the view e.Bill section. In signing up for e.Bill you are authorizing TELUS to stop mailing you a paper copy of your monthly bill and to e-mail you, on a monthly basis, a notice indicating that your bill is ready for viewing. Your monthly billing notice e-mail may also contain information and updates related to your products and services, such as notices of rate changes.



2. How do I turn my paper bill on or off?
   Delivery of your paper bill will automatically stop if you sign up for e.Bill and choose to view your bill online. You can unsubscribe to e.Bill at anytime. By doing so TELUS will automatically turn on your paper bill and you will no longer be able to view your bill online.



3. How can I print my e.Bill?
   To print your e.Bill, click on the icon "print" at the top of your e.Bill page. This will print a version that is specially formatted for printing, as opposed to using the print menu on your browser.



4. How can I view my long distance calls on e.Bill?
   Long distance calls are listed under "long distance charges." Just click on the hyperlink, and you'll see the details of your calls.



5. Why is the total long distance charge larger than my toll plan charges total on e.Bill?
   The long distance administration fee is added as a miscellaneous charge.



6. When I try to view my e.Bill, I get an error.
   This error message could indicate that your browser does not support cookies, or that your system is set to refuse cookies. You may have to check the settings on your computer to ensure cookies are not disabled, or use a different browser. A cookie is a tiny piece of text asking permission to be placed on your computer's hard drive. Its purpose is to help you access pages in your account. It does not contain your credit card information or e.mail address.



7. How do I update the e-mail address for my e.Bill notification?
   To update the e-mail address where your e.Bill e-mail notification is sent, go to billing address. You'll need to log in first.



8. I am on pre-authorized payment, but it does not say, "do not pay this bill" on e.Bill like it does on the paper bill. Why?
   The e.Bill does not provide notification that pre-authorized payment has been set up. To verify a payment has been processed, go to the current balance section. You'll need to log in first. We apologize for any inconvenience.



9. I just registered on telus.com. Why can't I see the last 18 months of bills?
   When you first sign up for e.Bill, you will only see your current bill. After two months, you will be able to view your current and previous bill. After three or more months, you will be able to view your current bill and up to your last 18 previous bills. For copies of bills older than 18 months, please call our automated phone service at 310-2255 and say "Billing." A charge for bill copies will apply.
   



10. How do I print my long distance charges? Can I sort my charges (such as home and business charges or by roommate)?
    You will need to click on Long Distance Charges, and use the category A, B, or C to flag all of your calls to different users. Once you assign each charge to a category, sort by category, and then print the screen.

 

 

Phone Line


1. How do I move my phone line?
   To move your phone line, go to move existing phone line in the "My Account > Phone Line" section. You'll need to make sure you log in first.
   
   If you don't have an online account, register now or contact us.



2. How do I apply for another phone line?
   To apply for another phone line, go to apply for a new telephone line in the "My Account > Phone Line" section.



3. What are the installation charges for adding a line?
   When you apply for a phone line, we will contact you to confirm your order and let you know your new telephone number and related charges.



4. How do I arrange for the disconnection of my telephone service?
   To disconnect your service, please contact a Customer Service Representative.



5. My phone number changed; do I need to register for an online account again?
   When your phone number changes, you only need to register again if your TELUS account number has changed and you have one phone line that you view online. If you have two or more phone lines that you view online, you won't need to register again - you can just attach your new phone number.
   
   If your account number is the same, your disconnected line will be automatically removed from your online account as soon as you select this phone line, such as for shopping or to view e.Bill. Your online account will also be automatically updated with the new phone number. (If you don't select the disconnected line, it will remain as an option in your online account.)



6. I am no longer using a particular phone number. How do I remove it from my online account?
   To remove a phone number from your online TELUS account, please contact a Customer Service Representative.



7. How do I request a telephone repair?
   To request a telephone repair, go to request a repair in the "My Account > Phone Line" section.

 

 

Call Services


1. How do I remove services from my phone line?
   To remove services from your phone line, go to my services in the "My Account > Manage Services" section. You'll need to make sure you log in first.
   
   If you don't have an online account, register now or contact us.



2. If I have a service removed, do I have to pay for the full month?
   If you have a service removed, you will only be charged for that service up to the time you asked to have it removed. You should pay your billed amount in full, and a credit will be applied to your next bill.

 

 

Online Profile


1. How do I add another telephone number to my online account?
   If you are a residential customer, go to add phone line to online account in the "My Account > Online Profile" section. You'll need to log in and have your most recent TELUS phone bill for the phone number that you want to add to your online account. The invoice contains your phone number, Account ID and your most recent invoice amount. A letter will sent to the billing address confirming that this phone number has been added to your TELUS username.



2. How do I unsubscribe from TELUS e.mail announcements, mailing lists or telephone solicitations?
   To have your name removed from e.mail lists, mailing lists or telephone solicitation lists, or if you have other questions or concerns, contact the Privacy Request Centre:
   
   e.Mail: privacy@telus.com
   Phone: 1-800-567-0000

 

 

Secure Web Pages


1. What do I do if I get a "Forbidden Error"?
   Forbidden Errors usually occur when a Web site has restricted access to certain sections, such as "My Account." An error can occur when you try to access a file that can't be accessed directly. You may want to retrace your steps, and try a different route to access the page you were looking for.
   
   This error can also occur if you are accessing telus.com from your work computer. Proxy settings of your corporate network may not allow access to secure pages. Please contact your system administrator to request access.
   
   

 

 

Internet Service


1. Where can I find out more information about my TELUS Internet service?
   You'll find a range of information on the myTELUS Web site.
   
   

 

 

Wireless Service


1. I've just purchased a wireless phone. Where can I find out service information?
   You'll find a range of information on the TELUS Mobility Web site.