Can I cancel TELUS online without calling?

Only for add-on subscriptions (e.g., TELUS Stream+, app subscriptions billed through TELUS). Log into my.telus.com, go to the 'Subscriptions' tab, click 'Manage', and select 'Cancel Subscription'. For core services — wireless, internet, TV, home phone — you must call: Mobility at 1-866-558-2273, Home Services at 1-888-811-2323.

Will I get a refund after cancelling?

Outside Quebec: no pro-rated refund is given for the remaining billing period — you keep access until the end of the current cycle. In Quebec: you receive a pro-rated refund upon cancellation by law. Prepaid credits and small credit balances are generally non-refundable. Deposits are refunded minus any outstanding fees.

What early termination fees will I owe if I'm still under contract?

For wireless, you owe the remaining device subsidy balance (the portion of the device cost TELUS subsidized). This is capped under CRTC Wireless Code rules. For home services and TV, fees are typically around $15 per remaining month of contract (e.g., approximately $130 for TELUS TV if cancelled mid-contract). Always confirm the exact amount with the agent before agreeing to cancel.

Can I keep my phone number when I leave TELUS?

Yes — this is called number porting. Do NOT cancel your TELUS account first. Instead, sign up with your new carrier and initiate the number transfer (port) from there. Your new carrier will handle the port, and your TELUS account will close automatically once the transfer completes, typically within a few hours.

How do I return TELUS equipment?

TELUS will provide a prepaid return shipping label or you can return equipment to any TELUS store. You have 30 days from the cancellation date. Equipment includes: modem, router, PVR, and any rented TV receivers. Keep your shipping/drop-off receipt as proof to avoid unreturned equipment charges.

What happens to my TELUS email address after cancellation?

Your TELUS email address (e.g., @telus.net or @telusplanet.net) will be deactivated after your service is cancelled. Back up any important emails before cancelling, and notify contacts of your new email address in advance.

Како да откажете Telus (2026)

Плановите на Telus започнуваат од 0,00 US$/месечно. Следете го нашиот водич од 7 чекори за да ја откажете претплатата за околу 35 минути — со совети за избегнување на понуди за задржување.

Ажурирано: април 2026 г.

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Проценето време:35 минути

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Review your account at My TELUS

Visit telus.com/mytelus and log in. Check your contract end date, active services, bundled discounts, and any outstanding charges. Note your account number and security PIN — you'll need these on the call. If cancelling an add-on subscription only (e.g., TELUS Stream+), you can do this entirely online: go to the 'Subscriptions' tab, click 'Manage' next to the subscription, then select 'Cancel Subscription' and confirm.

Call the correct cancellation line

For Mobility (wireless/phone): call 1-866-558-2273 or dial *611 from your TELUS mobile. For Home Services (internet, TV, home phone): call 1-888-811-2323. For SmartHome Security: call 1-855-255-8828. Call during business hours to reach a live cancellations agent. Expect hold times of 15–30 minutes.

Verify your identity

The agent will ask for your account number (found in My TELUS or on a bill), full name, and your account security PIN or password. Have these ready before calling to avoid delays.

State clearly you want to cancel

Tell the agent: 'I'd like to cancel my [Mobility / Internet / TV / Home Phone] service.' Specify which services if you have a bundle. Do not say you are 'thinking about' cancelling — be direct. Ask the agent to confirm the cancellation effective date and what your final bill will include.

Decline retention offers firmly

Agents are trained to offer discounts, loyalty credits, plan downgrades, or free months to retain you. If you want to cancel, decline each offer clearly: 'Thank you, but I'd like to proceed with the cancellation.' Retention calls can add 10–20 minutes. If the agent becomes difficult, ask to speak with the cancellations or 'loyalty' department directly.

Confirm cancellation details and get a reference number

Ask the agent for: (1) a cancellation confirmation number, (2) your exact service end date, (3) the amount of your final bill including any early termination charges, and (4) instructions for equipment return. Request a confirmation email sent to your address on file.

Return TELUS equipment (if applicable)

If you rented equipment (modem, router, PVR, TV receivers), you must return it within 30 days to avoid unreturned equipment fees. TELUS will provide a prepaid shipping label or you can drop off at a TELUS store. Keep your return tracking number as proof.

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