Overview

When ordering a new device through TELUS, customers often wonder whether they should place a New Activation order or an Upgrade (Existing Hardware Upgrade) order on their existing line. This article explains the differences, when to use each option, and what customers should expect from both processes.

This guide will help you quickly decide which option fits your needs — especially for TELUS EPP customers ordering through an online portal or with an authorized dealer.

Option 1: New Activation

A New Activation creates a brand‑new TELUS phone line with a new number (or a port‑in from another carrier).

Choose New Activation if:

• You want an additional phone line on your account
• You need a new phone number
• You're switching to TELUS from another provider and want to port your number in
• You want a separate line for work or a family member
• You do not want to change anything about your current TELUS line or contract

What happens when you choose New Activation:

• A new line is created on your account
• You can bring your own number (port‑in) or get a new TELUS number
• The device and rate plan apply only to the new line
• Your original line and contract remain unchanged

Option 2: Upgrade Existing Hardware (Device Upgrade)

An Upgrade replaces the device (and optionally changes the plan) on your existing TELUS phone number.

Choose an Upgrade if:

• You want to keep your current TELUS phone number
• Your current contract is eligible for an upgrade
• Your device balance is paid off (or you’re ready to pay remaining amounts if required)
• You’re moving to a new device, financing option, or EPP program
• You have Bring‑It‑Back™, Easy Payment, or Premium Financing and are due for a refresh

What happens when you choose an Upgrade:

• You keep your same phone number
• Your existing line continues — only the device is updated
• Any remaining device balance or Bring‑It‑Back amount may need to be cleared
• A new 24‑month financing agreement may begin (if applicable)

Quick Comparison: New Activation vs Upgrade

How to Decide (Customer-Friendly Guidance)

Choose New Activation if you say:

• “I need a second line.”
• “I want to bring my number from Rogers/Bell/Koodo/etc.”
• “I’m setting up a phone for my child or family member.”
• “I want a new line for work, not tied to my personal line.”

Choose Upgrade if you say:

• “I just want a new phone but want to keep my number.”
• “I’m eligible for an upgrade and want new financing options.”
• “I’m on Bring‑It‑Back and need to refresh my device.”

What Customers Should Know Before Ordering

New Activation notes:

• A new SIM/number is assigned unless the customer ports a number
• The original line remains untouched
• Monthly charges will increase because the account now has multiple lines

Upgrade notes:

• An upgrade may require:
  • Paying remaining device balance
  • Paying/returning Bring‑It‑Back amount
• Plan changes may be required if the customer switches to a plan tier that requires a specific device/financing type
• The customer must ensure the upgrade is placed on the correct line