Moving - FAQ

Below is a list of common questions regarding moving your TELUS services.

1. How far in advance should I notify TELUS of my move?
2. How much will it cost to move my residential phone service?
3. Does a TELUS installer have to visit the residence I'm moving to, or can the phone service be turned on from the TELUS office?
4. Will I keep the same phone number?
5. How do I move my TELUS Internet service?
6. What happens to the calling features I currently have on my phone?
7. When is the phone disconnected at my old address?
8. Is there a recording on my old phone number advising of my new phone number? If so, how long is the recording active on the old number?
9. Can I have phone service at both my old and new address for a short period of time?
10. How do I update my mailing address for my TELUS Mobility cell phone online?
11. Do I take my rental phone with me or leave it behind?
12. I subscribe to TELUS Voice Mail. Will I have to re-record my greeting at the new residence I'm moving to?
13. How do I order a new phone directory?
14. If my phone number changes, will I need to register on telus.com again?

1. How far in advance should I notify TELUS of my move?

Please use our moving form as soon as you are aware of your moving date. TELUS will contact you with your installation date and other details within 24 hours.

2. How much will it cost to move my residential phone service?

The service charge for connecting your telephone service at your new location is dependent upon whether the service can be connected from the TELUS office, which costs up to $45, or requires a visit from a TELUS installer, which costs up to $100, plus the costs of labour and materials. If your new address had previous phone service, an installation visit is not usually required. Once your phone service is connected at your new address, additional requests at a later date to install or modify jacks will incur additional charges.

3. Does a TELUS installer have to visit the residence I'm moving to, or can the phone service be turned on from the TELUS office?

It depends on the current facilities at your new address. We'll review your request and then let you know if a TELUS installer is required. If your new address had previous phone service, an installation visit is not usually required.

4. Will I keep the same phone number?

We will make every attempt to move your residential phone number to your new address. However, certain geographic areas are assigned specific phone number prefixes that cannot be moved from one area to another. If you are moving within the same city limits, you should be able to keep the same phone number. A recording is placed on your old phone number advising callers of your new phone number for a minimum of 30 days.

5. How do I move my TELUS Internet service?

If you have Internet service with TELUS, your service will automatically move with you (where service is available). Check if TELUS High Speed is available in your new area.

6. What happens to the calling features I currently have on my phone?

Calling features that you currently subscribe to, such as Voice Mail or Call Display, will automatically be moved with you if the calling features are available in your new area.

7. When is the phone disconnected at my old address?

Disconnection of phone service at your old address will occur in the early hours of your requested disconnection date.

8. Is there a recording on my old phone number advising of my new phone number? If so, how long is the recording active on the old number?

Yes. A recording is placed on your old phone number advising callers of your new phone number for 30 days.

9. Can I have phone service at both my old and new address for a short period of time?

You can request an overlap of service for up to 10 days if your phone number is changing, but we recommend setting up a recording on the old phone number advising callers of your new phone number.

10. How do I update my mailing address for my TELUS Mobility cell phone online?

Please visit mytelusmobility.com to manage your TELUS Mobility account online.

11. Do I take my rental phone with me or leave it behind?

    If the rental phone was listed in your name at your address, please take it with you to your new address. If you no longer wish to rent it, please follow these steps:

    1. Ensure the phone is securely packaged in a box to protect from shipping damage.
    2. Take the phone to your nearest Canada Post Retail Postal Outlet and request a TELUS rental phone return form.
    3. Complete the form with your contact information and TELUS shipping address (TELUS, Edmonton AB, T5G 3E1) and provide it, with the packaged rental phone, to the clerk to be shipped to TELUS at no cost to you.

12. I subscribe to TELUS Voice Mail. Will I have to re-record my greeting at the new residence I'm moving to?

    You may need to re-initialize your mailbox and re-record your greeting. We recommend that you clear all your existing messages prior to the date your service is being disconnected and moved.

13. How do I order a new phone directory?

If you are moving within the same directory area, please take your existing directories with you to your new address. If you are moving outside of the current directory area, your directory request will be processed with your move request. You can also order a TELUS directory by calling at 1-866-204-5842.

14. If my phone number changes, will I need to register on telus.com again?

When your phone number changes, you only need to register again if your TELUS account number has changed and you have one phone line that you view online. If you have two or more phone lines that you view online, you won't need to register again - you can just link your new phone number to your user profile.

If your account number is the same, your disconnected line will be automatically removed from your online account as soon as you select this phone line, such as for shopping or to view e.Bill. Your online account will also be automatically updated with the new phone number. (If you don't select the disconnected line, it will remain as an option in your online account.)