Knowledge base

General FAQ (6)

Welcome to the TELUS Employee Purchase Program (EPP) eCommerce Portal FAQ. This section provides quick answers to the most common questions employees and eligible members have when browsing, purchasing, or managing services through the EPP online store. Whether you’re looking to confirm your eligibility, understand available discounts, troubleshoot login issues, compare device options, or track an order, these FAQs are designed to help you get the most out of your exclusive TELUS EPP benefits. If you don’t find what you’re looking for here, additional support resources and contact options are available within the portal.

Account & Billing Support (2)

The Account & Billing Support section is designed to help TELUS EPP members manage their wireless services with confidence. Here, you’ll find clear answers to common questions about billing cycles, payment methods, account updates, plan changes, and understanding charges on your TELUS invoice. Whether you’re setting up your first EPP line, switching from a consumer plan, updating personal information, or reviewing your monthly bill, this section provides quick guidance to ensure your account stays accurate, secure, and up to date. If you need additional assistance beyond the FAQs, dedicated EPP support agents are available to help you resolve account or billing concerns quickly and efficiently.

TV & Entertainment (2)

The TELUS TV Support section provides helpful guidance for TELUS EPP members using Optik TV® or Stream+ services as part of their exclusive offers. This section addresses common questions related to TV setup, channel packages, streaming access, troubleshooting service interruptions, and managing TV add‑ons through your TELUS account. Whether you're activating TELUS TV for the first time, connecting your equipment, exploring features like On Demand or Cloud PVR, or resolving technical issues, this support area equips you with straightforward answers and practical steps. Additional help is always available through TELUS technical support and the EPP service team should you need more personalized assistance.

Warranty, Repairs & Service (2)

Warranty and repair information for mobile phones, tablets, smartwatches and hotspots Tips and warranty information for phones, tablets, mobile internet devices and watch devices. TELUS offers hassle-free returns, in-warranty and out-of-warranty repairs for most TELUS devices. There are no assessment charges, loaner fees¹ or add-on repair charges to have your device repaired at TELUS. Our priority is getting you reconnected as fast as we can. For your convenience, there are now more repair locations available to you. You can visit a TELUS store or a Mobile Klinik location for phone repair services. Mobile Klinik is authorized by select phone manufacturers to perform repair service usually within the same day, and are backed by their own industry-leading lifetime repair warranty (parts and labour). Find out what is covered and what to do if you have a problem with your device. Before getting started, you can check your warranty coverage and repair options. Check your warranty and locate the closest TELUS store or Mobile Klinik location here or visit telus.com/CheckWarranty. You can also check your warranty in the My TELUS app.

Internet (2)

Welcome to the Internet Support FAQ for TELUS PureFibre Internet and Koodo Internet. This section provides quick, easy‑to‑understand answers to the most common questions customers have when choosing, activating, or using their home internet services through our EPP and retail channels. Here you’ll find helpful information about plan features, installation options, modem and Wi‑Fi setup, troubleshooting connectivity issues, billing questions, and understanding the differences between TELUS PureFibre’s industry‑leading fibre‑optic network and the flexible, affordable Koodo Internet service. Whether you're comparing speeds, preparing for installation, optimizing your in‑home Wi‑Fi experience, or resolving service concerns, this FAQ is designed to give you clear guidance and confidence in your home internet setup. If you need extra help, our support team and TELUS technical specialists are always here to assist.

TELUS Online Security (1)

Network Status (1)

TELUS Customer Forum (1)

TELUS SmartHome Security (1)

TELUS SmartHome Security gives customers peace of mind with professionally monitored protection, smart automation features, and easy‑to‑use mobile controls. This section of our knowledge base helps customers understand how SmartHome Security works, what’s included in each plan, how to install and use their equipment, and how to troubleshoot common issues. Whether customers are setting up their system for the first time, adding new devices, or exploring smart home features, this category provides clear, helpful guidance for a smooth and secure experience.

TELUS SmartHome+ (1)

Mobility Support (1)

Step-by-Step Device Guide (1)