What if I already have a Netflix, Disney+ or Amazon Prime account?

• If you already have a Netflix or Amazon Prime account, you will be able to link your existing account so you don’t lose your watch history or account details. Once you link your existing account, your billing will transfer over to TELUS.

• If you already have an existing Disney+ account, you will be able to link your existing account so you don’t lose your watch history or account details. After you activate, you may have to manage your existing subscription to avoid being double-billed. If you already have a Disney+ direct-billed subscription for the same or a lower subscription tier, it will be automatically paused until your subscription via TELUS ends or changes to a lower subscription tier. If your Disney+ direct-billed subscription is for a higher subscription tier, or you have an existing Disney+ subscription that is invoiced by a 3rd party, you will have to manage your subscriptions to avoid having multiple subscriptions.

The TELUS Easy Payment® program allows you to spread the cost of your device over 24 months. Your TELUS Easy Payment® is the amount you pay each month that goes towards paying back the pre-tax balance of your device cost.

Note: Some devices will also require an upfront cost, as shown in the example below.

Example: iPhone Xs 64gb

Explanation of terms

TELUS Easy Payment® Balance: The TELUS Easy Payment® Balance is the upfront reduction off the retail price of the device, which will be spread over the course of 24 months

Taxes: The taxes are calculated based on the total device cost and must be paid in full at the time of purchase. The tax rate is based on the province where the purchase is made.is deducted from the total cost of the device.

Total Due Upfront: The amount that must be paid at the time of purchase, this would include the device price as well as taxes.

Due Monthly: TELUS Easy Payment® Charge (24 mos): The TELUS Easy Payment® Balance, divided into equal payments over 24 months. These monthly charges will not be taxes as taxes were already paid upfront on the cost of the device.

Starting Balance: This is the starting TELUS Easy Payment® Balance that is being paid through the 24 monthly payments.

Monthly Payments: The monthly drawdown of the TELUS Easy Payment® Balance paid on the bill for 24 months

Current Balance: Remaining TELUS Easy Payment® Balance after deduction of monthly payments paid to date.

Amount Paid: Sum of total monthly payments paid to date by the customer.

Start Date: This is when the monthly payments start.

End Date: This is when the monthly payments end.

Introducing Bring-It-Back

The new Bring-It-Back program lowers the upfront cost of a new device. Getting the latest and greatest smartphones just got friendlier. 

FAQ

What happens if I no longer want to be part of the Bring-It-Back program?

You can leave the program at any point during your contract by paying back the Bring-It-Back program amount. Any point after the first 6 months, you can also leave the program by bringing back your phone. Keep in mind that by paying back the Bring-It-Back program amount or bringing back your phone, you may still have a device subsidy balance remaining on your account. Clearing one does not clear the other.

What happens if I want to upgrade early?

In order to complete an upgrade you will need to first clear the Bring-It-Back program amount from your account. This can be done anytime by paying back the Bring-It-Back program amount or returning the device. Keep in mind that you may still have a device balance to pay off.

If I buy online, do I have to return my phone in the store?

Yes, you must bring the phone back to a physical TELUS location at the end of your contract so we can inspect your device condition and complete the return.

Can I join the Bring-It-Back Program with my current contract?

No, Bring-It-Back must be selected at the time of your contract start date. You cannot join partway through an already existing contract. If you would like to sign up for Bring-It-Back you will have to end your current contract and renew with Bring-It-Back.

Why aren’t all phones part of the program?

We consider many things when deciding which devices to include in the Bring-It-Back program. Based on market conditions, we are constantly evaluating what devices to include in the program

How do the taxes work?

Taxes are charged upfront at the point of sale on the amount prior to the Bring-It-Back program amount being removed. When you return your device or pay back the Bring-It-Back program amount you will not be charged any additional tax.

What condition does my phone need to be in when I bring it back?

In order for a device to be considered eligible for return it must meet the following 6 criteria. If it does not meet the criteria you will need to pay the Bring-It-Back Program Amount.

• Device must power on and navigate properly to the home screen
• The activation lock must be turned off
• The LCD must function correctly and be free of dead spots or bruising
• The screen must be undamaged and free of cracks
• The rest of the device must be undamaged with no cracks, missing parts, or signs of water damage (hinges, keypad, housing, buttons, battery, etc)
• All information must be wiped

What happens at the end of my contract?

At the end of your 2 year contract, you will need to decide if you want to either 1) return your device to a TELUS location, or; 2) keep the phone and pay the Bring-It-Back Program Amount that was provided to you at the start of your contract. Joining My TELUS is the easiest way for you to manage and stay up to date on important information regarding your account. You can use My TELUS to review Bring-It-Back information including notification banners that remind you to return your device.

What happens if I damage my phone?

If your phone is damaged and no longer meets the Bring-It-Back eligibility criteria, you will be required to pay the Bring-It-Back Program Amount. Be sure to sign up for AppleCare+ or TELUS Device Care so if something happens to your phone, it we’ll exchange it for the same device and you can avoid any additional charges.

Terms and conditions

Subject to approved credit. Not available to customers on the credit limit program. Returned device must be in good working condition or you will be responsible for the difference between the Bring-It-Back program amount and the lower trade-in value for a device that is not in good working condition Trade-in standards published at the time a device is returned will apply. Applicable sales taxes are calculated at time of purchase on the full purchase price. You will not be charged tax on the Bring-It-Back program amount if you chose to keep your device and pay back the Bring-It-Back program amount at, or before, the end of the 24 month term. Bring-It-Back program is only available while you subscribe to mobility service. If mobility service is cancelled before the end of the term, the Bring-It-Back program amount will be charged to your TELUS bill. Only available at participating locations.

Select your province and select 'I am a New Telus Customer' and add the device and plan and check out. Feel free to initiate a chat for any questions you may have. 

Yes, you can keep your number when you switch to Telus. Your existing number will not be switched until you have the device/ SIM card in your hands to avoid service downtime. 

To transfer your current phone number to TELUS, you'll need to keep your existing number active with your current service provider until you receive your new SIM card.

Additional instructions on how to complete your transfer will be provided when you receive your new Device /SIM card.

If you are already with Telus and would like to renew your contract and get a new device, you can keep your number. If you are currently NOT on a corporate EPP account, Telus charges a $50 migration fee to switch from consumer account type to corporate EPP account type (Next Telus Bill); From time to time we can waive the fee if you are migrating and renewing more than one line. Call 416-743-3249 for details

Please Select "RENEW or UPGRADE" Button and follow the ordering steps. 

If you are new to Telus, you can activate a BYOD plan by clicking "I am a New Telus Customer" Button and selecting BYOD option. 

If you are already with Telus and are just looking for a rate plan change, please call *611 (This only applies to clients ALREADY with Telus and are NOT looking to get a new device and are looking for just a rate-plan change)

If you are already with Telus and are looking for a new device, select the 'I want to renew/ upgrade my existing line Button. 

Yes, Customers can transfer their  numbers from other providers to TELUS.

To transfer your current phone number to TELUS, you'll need to keep your existing number active with your current service provider until you receive your new SIM card.

Additional instructions on how to complete your transfer will be provided when you receive your new SIM card.

You can initiate a live chat or simply call us at 1-800-715-1468

Yes, you can use any compatible unlocked phone. To activate, you must order a SIM and select BYOD (Bring Your Own Device) with Voice & Data plan. 

Yes, we provide both the options. We will email the tracking number when the order is shipped. For pick up order, you will be notified when the order is ready for a pick up. Shipping is free Canadawide.

The activation process and device shipping/ pick up can take 1-3 days from the date the order is placed. Sometimes the device you ordered is back-ordered at the Telus warehouse and there is a longer delay. We will notify you if that is the case. 

Easy Roam gives you access to data from your monthly plan, plus unlimited talk and text for $12/day in the US and $15/day in over 190 international destinations. You only pay for the days you choose to use your phone. For more information, visit https://www.telus.com/en/on/mobility/travel

Yes. If you bought a new device from Hotwire Telus EPP, you’re covered by the manufacturer’s warranty, which you can find in the packaging of your device. Each manufacturer has its own warranty, but they generally cover repairs required to fix defects for up to a year. The TELUS Repair Program can help you take advantage of your warranty, including lending you a loaner while your device is getting fixed. For full details, visit telus.com/repairs.

List of countries that are included in the Can-US-Mex-Carib Plan:

Anguilla, Antigua and Barbuda, Aruba, Bahamas, Barbados, Bermuda, Bonaire, British Virgin Islands, Cayman Islands, Cuba, Curacao, Dominica, Dominican Republic, French Guiana, French West Indies, Grenada, Guadeloupe, Guyana, Haiti, Jamaica, Martinique, Mexico, Montserrat, Netherlands Antilles, Saba, St. Barthelemy, St. Eustatius, St. Kitts and Nevis, St. Lucia, St. Maarten, St. Martin, St. Vincent and the Grenadines, Trinidad and Tobago, and Turks and Caicos, U.S.

There is no roaming charge when using your device in the countries above when travelling.

All prices are based on the current prices and discounts from TELUS EPP Program. Prices are subject to change without notice from TELUS EPP or the manufacturer. Hardware and plan price is not guaranteed until an order has been processed and approved. Every effort has been taken to ensure that the information offered on this Website is accurate and error-free; however we reserve the right to correct any errors, inaccuracies or omissions and a right to cancel cancel any orders that are placed where the pricing is incorrect due to an error on our end. 

Contact us to unlock your device. We recommend calling from a different device so we can assist you with the unlock steps.

Device eligibility

Your device must meet all eligibility conditions below. TELUS may refuse any unlock request that appears intended to defraud TELUS or its customers.

• Device is locked to the TELUS network (TELUS can only unlock TELUS devices)
• Device is not flagged as lost or stolen

Take control of your international roaming charges with TELUS Easy Roam®. Easy Roam gives you access to your monthly plan in the US and over 190 international destinations, so you can stay connected whenever you travel. TELUS has roaming agreements in over 270 countries. Visit this website for the current roaming rates internationally https://www.telus.com/en/on/mobility/travel 

If you cancel your service term, you will be subject to a service term termination fee. The fee is your remaining device balance plus a $50 early cancellation fee. Calculate your Device Balance. TELUS discounts the cost of your device when you sign up for a service term.

Add a long distance option to your current rate plan and save on international calling charges. You have 2 choices:

1. Pay-per-minute with International Long Distance Saver.

2. A fixed number of monthly long distance minutes to call select countries using the local minutes in your current plan.

View International Long Distance Saver packages at https://www.telus.com/en/mobility/add-ons/long-distance

Hotwire Telus Stream+ Frequently Asked Questions:

Q: How do I order Hotwire Telus Stream+?

A: You can call us at the Hotwire Telus order line at 1-800-715-1468 to order. 

Q: Which Pricing tiers are available for Telus Stream+?

A: Two Tiers: Stream+ Basic (Ad Supported) and Stream+ Premium

Q: Is Hotwire Telus Stream+ Amazon Prime same as the regular Amazon Prime with free deliveries?

A: Yes, Stream 4K and HDR original content and live sports

• Rent or buy thousands of movies and shows

• Listen to music and top podcasts ad-free

• Get free two-day shipping on eligible items and free same-day or one-day delivery in eligible postal codes

Q: What happens to my my existing Netflix, Amazon Prime, or Disney+ account  when I get Telus Stream+?

A: If you already have a Netflix, Amazon Prime, or Disney+ account, you can link your existing account to TELUS to retain your watch history and account details.

Q: What happens to my billing if I link my Netflix or Amazon Prime account to TELUS?

A: Once you link your Netflix or Amazon Prime account, your billing will be transferred to TELUS. For Amazon Prime accounts with an annual payment cycle, billing will not transfer immediately; instead, your annual subscription will pause. You can resume the remaining months if you cancel Stream+.

Q: How do I manage my Disney+ subscription when linking it with TELUS?

A:

• If you have a Disney+ subscription billed directly by Disney for the same or a lower tier, it will be automatically paused until your TELUS subscription ends or changes to a lower tier.

• If your Disney+ subscription is for a higher tier or billed by a third party, you will need to manage your subscriptions to avoid being double-billed.

• For Disney+ annual subscriptions, billing will not transfer; instead, the annual subscription will pause. You can resume the remaining months if you cancel Stream+.

Q: What are the requirements to purchase a Stream+ plan?

A: To qualify for purchasing a Stream+ plan, you need to be an existing TELUS  or Koodo, postpaid customer.

Q: What should I do after purchasing a Stream+ bundle?

A: After purchasing a Stream+ bundle, you will receive activation emails for each of the streaming services included. Click “Activate now” and follow the steps for each service to activate them.

Q: What is TELUS Films & Series?

A: TELUS Films & Series is exclusive content available through the TELUS TV+ app. You can access it via the iOS and Android app stores or through a web browser.

Q: How do I access TELUS Films & Series after subscribing to Stream+?

A: Once subscribed to Stream+, you will receive an activation email from TELUS. Follow the steps in the email to access TELUS Films & Series and watch ad-supported live TV channels on the TELUS TV+ app.

Q: How do I log in to the TELUS TV+ app?

A: Use the existing My TELUS account email and password that you used to purchase Stream+ to log in and access TELUS Films & Series via the TELUS TV+ app.

Q: What is the Telus EPP Pricing for Stream+?

A: The pricing for EPP can vary depending on the current promotions we are running. To get the current pricing kindly call us at the Hotwire Telus order line at 1-800-715-1468. 

Q: How do I order Hotwire Telus Stream+?

A: You can call us at the Hotwire Telus order line at 1-800-715-1468 to order.