Frequently Asked Questions

---

The Bring-It-Back™ program reduces the initial expense associated with acquiring a new device. Participants in the Bring-It-Back™ program have the option to either return their device to TELUS or retain it by settling the Bring-It-Back™ amount.

 You still have the option to return your device online through our Trade-In program and receive a Trade-In credit at a participating TELUS location. 

It’s the ability to temporarily suspend your Mobility services and pay a reduced rate while you’re away. 

While on vacation suspension, your plan cost will be reduced to $30 for Smartphone plans. 

You can put your Mobility plan on hold for a minimum of 1 month up to a maximum of 6 months, once per year. A month, for the purposes of a vacation suspension is considered to be 30 days. 

For example: November 13 to December 13 is 30 days apart and would be considered a valid request. However, February 1 to March 1 is only 28 days apart (29 days in a leap year) and would not be considered a valid suspension request. 

Note: While travelling, you will not be able to send or receive text messages or calls, or use cellular data while on vacation suspension.  

With Easy Roam, you can use your phone like you do at home in the US and over 200 international destinations. For a daily fee you can use the data, texts and minutes from the same monthly rate plan you use at home when you travel. You can add a data top-up whenever you need more data just like when you’re in Canada.

Once enabled on your device, the Easy Roam daily rate will be valid each calendar day that you decide to make or answer a call, send a text or use data until 11:59pm in the time zone you are travelling in or one of the 200+ international destinations that are included.

If you don’t want to use Easy Roam on the next day, turn data roaming off to ensure you won’t be charged. Incoming texts will not activate Easy Roam, so you can receive texts without being charged the Easy Roam fee.

There’s no need to remove Easy Roam from your account when you return to Canada since it can only be activated when you travel.

The $14 per day US fee will be capped at $350 while the $16 per day international fee will be capped at $400 per bill cycle. If you reach this cap in your bill cycle, you can continue to use Easy Roam at no extra cost. 

It’s possible that your trip may happen across more than one monthly bill cycle. If this happens, then it is possible that the total Easy Roam charges for your trip could exceed the $350 (US) or $400 (International) bill cap since the cap would reset at the beginning of your next cycle.

Example 1: Your billing cycle closes on the 30th of every month, and you are away in the USA from July 1 to 29. Let's assume while you are away, you use Easy Roam each day of your holiday. This will come out to be 29 days:

At $14/day x 29 days, you will have incurred $406 in Easy Roam charges during this billing cycle. However, the maximum you will be charged is $350 per billing cycle.

Example 2: If your billing cycle closes on the 7th of every month and you are away in the USA from July 1 until July 31, the total Easy Roam charges would be as follows (assuming that you use Easy Roam every day of your trip):

• July 1 to 7: $14 x 7 days = $98 (new billing cycle resets on July 8)
• July 8 to 31: $14 x 23 days = $322
• Total charges for trip: $98 in first cycle + $322 in the next cycle (maximum you will be charged is $350). So, it will be $98 + $322 = $420 (taxes are not included)

If you miss your payment(s), your service may be disconnected and you’ll be subject to a reconnection fee. Your credit rating may also be affected.

Late charges of 3% compounded monthly, 42.58% per year (2% compounded monthly, 26.82% per year for Quebec customers), are applied to any overdue balance starting one calendar day after the date shown on your invoice.

Late payments are reported to the credit bureau and added to your credit report at least 30 days after the payment due date.

To avoid late payment charges in the future, we strongly recommend setting up pre-authorized payments. This will have a positive impact on your bureau and will help build your credit. Visit our support article to learn how to set up and manage pre-authorized payments.

Note: If a bill is delayed due to an issue on our end, your account is protected from being charged a late payment fee

To avoid missing payments, the best option is to always pay your bill immediately. However, if you’re unable to do so, you can make a payment arrangement, also known as a payment plan, to avoid service disruption.

Payment arrangements allow you to divide your balance up to three payment dates. Your account will be protected from interruptions as long as the payment arrangements are followed. It will depend on our payment services for the eligibility and the conditions of a payment arrangement. 

Am I eligible for a payment arrangement?

1. To see if you’re eligible for a payment arrangement, go to the Billing page in My TELUS 
2. If you’re eligible, you’ll see a link to Set up a payment arrangement

Please note that making a payment arrangement does not prevent late fees or possible negative effects on your credit rating.

How to find your bill account number and make a payment

Your account number can be found in the email billing notification. You can also follow this guide on how to find your account number in your My TELUS account.

•  Forward the spam message to the shortcode 7726 (SPAM) so that we can start an investigation. If you receive a number of spam texts, we recommend putting 7726 into your contact list so that you don't need to remember the numbers 
• Don't respond directly to a phone number where you believe the spam text originated. Responding alerts the spammer that your number is genuine 
• If you're not able to view the number or if it's email spam, forward us the entire message (along with the full header if it's an email)