Frequently asked questions and videos
What is TELUS PureFibre?
TELUS PureFibre™ is the #1 internet technology for speed and reliability.1 Our fibre optic network is powered by flexible strands of transparent glass no thicker than human hair. These strands transmit information as pulses of light, and carry huge amounts of information in the space of seconds. Lightning-fast upload and download speeds, up to 5000 Mbps(5), mean that you can enjoy a fast, consistent connection whether you are gaming, streaming TV in 4K or video calling with friends.2
What is the TELUS PureFibre 5G™ network?
The TELUS PureFibre network is a revolutionary internet technology powered by flexible strands of transparent glass no thicker than human hair. These fibre optic strands transmit information as pulses of light, and carry huge amounts of information in the space of seconds.
The TELUS PureFibre 5G network3 combines the strength of our TELUS PureFibre network backbone with the increased speeds, capacity and responsiveness of our 5G network, resulting in a more reliable network experience.
The TELUS PureFibre 5G network of the future will increase wireless capacity and speeds, while laying the groundwork for advancements in emerging tech sectors, healthcare, agriculture and more.
How will TELUS restore my property after construction is complete?
Part of our commitment to you is ensuring that we restore your property to the same condition it was in prior to construction. Some restoration may have to wait as this work is weather dependent, and will resume as soon as the ground conditions permit.
Each spring, we revisit neighborhoods between the months of March and June, which had construction the previous fall and winter. Snow and ice melt can create settling and can cause holes to appear. The frost in the ground must fully thaw before proper restoration can take place. Crews will return to perform the following:
1. Securing the area with boards and caution tape.
2. Backfilling all excavated areas once the ground thaws.
3. Applying topsoil and grass seeds or hydro-seed.
4. If applicable, any asphalt repairs will be performed at this time.
2. Backfilling all excavated areas once the ground thaws.
3. Applying topsoil and grass seeds or hydro-seed.
4. If applicable, any asphalt repairs will be performed at this time.
If there are questions or to report a safety hazard that has not been addressed: Call
1-855-595-5588
Once we have restored the land and planted grass seed, to ensure your grass grows back well, please follow these detailed watering instructions:
1. First, apply enough water to wet the soil at least 6 to 8 inches, being careful to not wash the seed away. You may have to apply the water in several short applications until the soil is thoroughly wet.
2. Continue to water the soil lightly to keep the top inch of the soil moist until the seeds germinate. This may include watering several times daily, being careful not to over-water as the seeds can rot.
3. Watch the colour of the soil. As it starts to lighten up, it’s time to water again.
2. Continue to water the soil lightly to keep the top inch of the soil moist until the seeds germinate. This may include watering several times daily, being careful not to over-water as the seeds can rot.
3. Watch the colour of the soil. As it starts to lighten up, it’s time to water again.
Please check your local water restrictions prior to watering.
We will return after restoration is completed to ensure all work was completed successfully, and that all grass regrowth and hard surface restoration has settled as expected.
Why should my community connect to the TELUS PureFibre 5G™ network?
Connecting to the TELUS PureFibre 5G network1 means that your community will have access to the unique opportunities that fibre optic internet and 5G mobility coverage brings to residents, businesses, organizations, and essential services.
The TELUS PureFibre 5G network combines the strength of our TELUS PureFibre network backbone with the increased speeds, capacity and responsiveness of our 5G network, resulting in a more reliable network experience.
As the only major provider in Western Canada with a 100% fibre optic connection to the home, TELUS gives you direct access to the most reliable technology so you can stay connected when it matters most. Don’t miss out, get access to the #1 internet technology for speed and reliability.1
I live in an apartment building. Can I still connect to the TELUS PureFibre 5G™ network?
Yes. In most TELUS PureFibre communities, residents of apartment buildings and condos will have the same opportunity to take advantage of all that fibre optic internet can offer.
I’m a homeowner. How will TELUS PureFibre benefit me?
TELUS PureFibre is the fastest internet technology available.1 This future-focused internet infrastructure is built for speed, consistency and reliability, which means a lightning-fast difference no matter how many connected devices you have.1
What makes TELUS PureFibre different?
The # 1 internet technology for speed and reliability.1
TELUS is the only major provider in Western Canada with a 100% fibre optic connection to the home, giving you direct access to the most reliable technology so you can stay connected when it matters most.
Upload speeds more than 30x faster than the competition.4
With faster upload speeds, you can be confident in your connection whether you are gaming, sharing photos or video calling with friends.
The best internet technology for gaming.1
Our lightning-fast 100% fibre connection ensures you won’t lag out when you need it most.
I’m a small business owner. How will TELUS PureFibre benefit me?
No matter what kind of business you're in, there's a TELUS internet plan that will give you the competitive edge you need.
Futureproof your business, equipping it with a strong foundation for future services, capabilities and technology. With TELUS PureFibre, businesses can get a 100% direct fibre connection right to the premise,5 delivering lightning-fast internet upload and download speeds up to 940 Mbps.6
When can I get services on the TELUS PureFibre 5G™ network?
We’re working on a multi-billion dollar project to bring TELUS PureFibre to more towns and cities in BC and Alberta. When we’re ready to bring the TELUS PureFibre 5G network to your area,3 a representative will reach out to give you more information.
Find out
more about PureFibre in your area
What if I don’t want to switch to TELUS PureFibre services?
If you are an existing TELUS customer and have received a notification regarding the migration of your current home services to TELUS PureFibre, please
visit this page
for more information. Otherwise, your existing internet service will continue to work as long as it is available in your neighbourhood.If you are not currently a TELUS customer, no problem. We’re simply giving you the opportunity to connect to this revolutionary network so that you can take advantage of increased speeds and reliability in the future.
How can I get more information?
To find out more, give us a call at any time:
- Residential customers:
- Business customers:
- Apartment managers, strata and condo board customers:
1-855-595-5588
- Business customers:
310-3100
- Apartment managers, strata and condo board customers:
310- 8277
Or see which high speed internet plans are available in your area.
Who are Fibre Connect and F3 Networks?
We have partnered with Fibre Connect and F3 Networks to build fibre infrastructure in select communities.
What COVID-19 safety procedures are in place?
Ensuring that our customers and team members are safe and informed is our top priority. As an essential service, we are also maintaining our efforts to keep you connected during this challenging time. Learn more about our flexible installation options, and about
what we are doing to protect and support you
.What preparations will crews make prior to installing TELUS PureFibre™ on my property?
Before we begin our work on your property, we hire a partner company to locate and mark the location of your existing utility lines and other infrastructure. This is done using an environmentally friendly and water soluble paint that dissolves on its own after a few weeks. Sometimes small flags are used too, and are removed by the TELUS team after construction of your fibre optic internet network is complete.
How does the work you are doing to install TELUS PureFibre™ affect my property?
Generally, we conduct our work within two metres of the property line in accordance with approved city permits. This area is referred to as the utility right-of-way.
There are two main methods of installation and we’ll always pick the one that’s the least intrusive for your property depending on your existing utilities layout.
The first method is an aerial connection, in which we use a series of hooks and pulleys to bring the fibre cable from the utility pole to the rooftop of your home or business. Often, a utility pole on your property will be used to anchor the fibre optic strands along the way. We then install a small termination box onto the side of the house.
The second method is a buried connection, where we form a pathway underground linking the fibre optic network to the outside of your home or business. Once you are ready to have fibre brought to your home, we will house the fibre cable in a temporary enclosure called a ‘flower pot’ located within the designated utility right-of way. Then, to bring the fibre cable from the property line to your home or business, we use either a small plow, a compact drilling unit, or hand spading, so there’s very little ground disturbance.
Any impacts to your property will be restored after construction is complete, including cleaning the area, re-seeding lawns and repairing hard surfaces.
What is the utility right-of-way?
Generally, we conduct our work within 2 metres of the property line in accordance with approved city permits. The city and various utility companies have the right to access the utilities or services that are commonly buried within the utility right-of-way, such as electrical lines, telephone lines and internet cables for homes and businesses.
For more information on right-of-way access in your community, please contact your local municipality right-of-way department.
Once my home is connected, how can I sign up for service?
After your home is connected to TELUS PureFibre, see which high speed internet plans are available
here
or call 1-855-595-5588
. What is an interim fibre connection?
An interim connection is a temporary solution that involves safely running the fibre line above ground from the connection point at the property line to the side of your home.
Why did I get an interim fibre connection?
Unfortunately, due to recent weather events and ground conditions, we’re unable to begin underground construction work at this time. The good news is that this interim solution will provide you with all the same TELUS PureFibre services until we can return in the spring to complete your permanent connection.
What can I expect next?
We will return in the spring to complete your permanent TELUS PureFibre connection by taking your above-ground interim connection and burying it underground. We will fully restore the land to its original condition once the work is complete.
TELUS PureFibre is coming to your community
TELUS PureFibre | What to expect during network construction.
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View terms and conditions
- Not available in all areas. Traditional copper wire or copper wire hybrid networks are subject to capacity constraints and environmental stresses that do not affect TELUS fibre optic technology, which is based on light signals. Individual results may vary depending on location, usage within the home network, Internet traffic, applicable network management or server configurations. For a description of TELUS’ network management practices please see telus.com/networkmanagement.
- TELUS offers symmetrical speeds, with the exception of PureFibre Internet 1.5G where the download speed is 1500 Mbps and upload speed is 940 Mbps. Not available in all areas. Minimum system requirements apply. Final eligibility for the services will be determined by a TELUS representative. Maximum speeds require optimal network conditions on a wired connection and may not be achievable using a single device. Internet access speeds may vary depending on location, usage within the home network, internet traffic, user device capability, and applicable network management or server configurations. Concurrent data streams may be required to access maximum speeds. For a description of TELUS’ network management practices please see telus.com/networkmanagement
- Not available in all areas. Traditional copper wire or copper wire hybrid networks are subject to capacity constraints and environmental stresses that do not affect TELUS fibre optic technology, which is based on light signals. Individual results may vary depending on location, usage within the home network, Internet traffic, applicable network management or server configurations. For a description of TELUS’ network management practices please see telus.com/networkmanagement. 5G access requires a connection to TELUS’ 5G network where available. For more information,visit our network page.
- Conditions apply. TELUS offers the fastest download and upload speeds of up to 5 Gbps compared to any other major internet service provider in Western Canada. TELUS is the only major provider in Western Canada with a 100% fibre optic connection to the home. Fibre optic technology is based on light signals which is not impacted by the capacity constraints and environmental stresses that affect traditional copper wire or Hybrid Fibre Coax (HFC) networks. That means a fast, consistent connection to your home. Not available in all areas. Individual results may vary depending on location, usage within the home network, number of connected devices on the speed profile, applicable network management or server configurations.
- Maximum speeds require optimal network conditions on a wired connection. Internet access speeds may vary depending on location, usage within the business network, internet traffic and applicable network management or server configurations. Concurrent data streams, including combinations of uploads and downloads, may be required to access maximum speeds. Maximum speeds may not be achievable using a single device.
- TELUS business offers symmetrical speeds with the fastest upload speed of 940 Mbps in comparison to our major competitor’s fastest upload speed of 125 Mbps. Traditional copper wire or copper wire hybrid networks are subject to capacity constraints and environmental stresses that do not affect TELUS fibre optic technology, which is based on light signals. Not available in all areas.