Cancel your TELUS Home Services

Learn how to cancel your TELUS Internet, TV, Home Phone, SmartHome Security or other home services.

How to initiate a cancellation

What to expect on your bills after cancelling TELUS Home Services

Cancelled all your services in your TELUS Home Service account?

Your immediate bill after cancelling will include:

Your total amount due will include current charges and any balance forward from the previous bill
The bill due date
One-time charges such as applicable cancellation fees, late payment charges, additional usage charges or charges for device financing
Since you pay one month in advance for monthly recurring charges, you will see a credit for the period from the cancellation date to the bill date. For example: If your bill date is April 30 and you have cancelled on April 15, you will see a credit from April 15 to April 30
You may receive up to four bills after cancellation for any outstanding charges and/or credits

Important things to note
:

Sign-up bonuses or one-time credits received during activations are reversed if you cancel within the first 90 days
Third-party services (ie. Netflix)
: If you subscribe to any third-party service through TELUS, you will receive an email from that service to update your billing information. Please contact the third-party service directly if you would like to cancel that service
TELUS Rewards
: You will not be able to redeem or continue with TELUS Rewards if all your services are cancelled
Credit balance
: If you have a final credit balance owing, it will be issued automatically, following your second closing invoice
If you're on pre-authorized payments, a refund will be automatically applied within three to five business days
For any other payment method, including VISA Debit, a refund cheque for the credit balance will be automatically mailed to you within four to six weeks
Billing address
: If you are receiving paper bills, you must confirm your billing address is correct to ensure you continue to receive the bills after cancelling. Prior to cancelling, confirm or update your billing address in
My TELUS
. Learn how to
change your billing address in My TELUS
Moving to an out of service area
: You can change from an e.Bill to paper bills at My TELUS or request it during cancellation if you are moving to an area where there is no Internet service
My TELUS access
: If you’re on an e.Bill, you can access and view your My TELUS bills for up to 90 days

Cancelled some services in your TELUS Home Service account?

You will have regular charges for your remaining active services
You will receive a partial credit for any unused period for the cancelled service
One-time charges for the cancelled service, such as any applicable cancellation fees, additional usage charges, or charges for device financing

How refunds work for closed account

You will get a refund if you have a credit balance that has accumulated over two billing cycles since you closed your account. You may be eligible for one of the following options:

If you made regular payments, a refund cheque will be sent to the billing address associated with your account.
If you made pre-authorized payments using a credit card, the credit will be refunded directly to your credit card.
If you made pre-authorized payments using a bank account, the credit will be refunded to your bank account.

You will get the refund when your second closing invoice gets generated. 

Re-activate your service or account
:  Please call TELUS at 310-2255
 if you would like to re-activate your service or account.

List of equipment that must be returned upon cancellation of services

Equipment to remain in the home after cancellation

How to return your equipment

You'll receive equipment return instructions and a postage-paid return waybill by email or mail within one to three business days of cancelling your services with a TELUS representative.
Once you've received the return waybill from TELUS, securely pack all equipment in a box of your choice. Don’t forget to include accessories such as remotes and cables.
Once your box is packed, affix the TELUS-supplied return waybill to the box. This step is important. Here's why:
The TELUS waybill is linked to your account. It helps us verify that you returned the equipment to us. Using the TELUS waybill will allow you to avoid charges for unreturned equipment.
The TELUS waybill ensures postage cost will be billed to TELUS, with no cost to you.
In case we can’t link the waybill to your account, also include the first page of your TELUS home services bill in the box, or provide the following information:
First and last name of the account holder
Address of the account holder
Telephone number associated with the account
Full account number (the last four digits are included here <account #>)
Drop the package off at a Canada Post outlet of your choice. With the waybill, there will be no shipping cost. To find a convenient Canada Post outlet near you, visit
canadapost.ca
.

Alternatively, you can pack your items securely in a box and take it to any Canada Post. Provide them the number PR142924 and they will print a waybill for your free return. Please remember to add your account information in the box.

Please keep your copy of the waybill for reference and for tracking purposes.

Note
: If you’re cancelling SmartHome Security, please return any associated rental devices in a box. You don’t need to return devices you purchased outright.

Important
: Please securely pack your return devices. Stuff the empty space with paper or other packing material to prevent damage to the equipment during transit.

Why is using TELUS waybills important?

The provided TELUS waybill is linked to your account and helps us verify that you returned the equipment to us
Using the TELUS waybill will allow you to avoid charges for unreturned equipment
The TELUS waybill ensures postage cost will be billed to TELUS, with no cost to you

How to unmount devices

Control Panel/Secondary Control Panel

Before removing the panel, make sure that your services have been successfully cancelled. Please contact us
 to have the panel put in test mode. 

Note
: You'll need a screwdriver in addition to the equipment included in your kit.

Steps to remove

Press the buttons on the bottom of the panel to release the panel face from the back plate. The bottom will pop out first
Unplug the white power cable from the outlet or unplug the red/black wires in the middle of the panel. De-press the grey button to remove the panel
Use your screwdriver to remove the back plate from the wall by removing the four screws

Outdoor Camera V722
Note
: You'll need a screwdriver in addition to the equipment included in your kit.

Steps to remove

Use your screwdriver to remove the two screws at the base of the camera
Unplug the camera from the outlet and slowly remove the cable

Outdoor Camera V723
Note
: You'll need the following in addition to the equipment included in your kit:

Small screwdriver
Regular screwdriver

Steps to remove

Use your screwdriver to remove the small screw at the base of the camera
Unplug the camera from the outlet and slowly remove the cable
Remove the mounting plate from the wall by unscrewing the two screws

Indoor Camera
Note
: If your camera is mounted, you'll need a screwdriver in addition to the equipment in your kit.

Steps to remove

Unplug the power cable from the outlet
If the camera is mounted, unscrew the base from the mounting bracket and then unscrew the mounting bracket from the wall

Doorbell Camera (Round and Slim)
Note
: You'll need the following in addition to the equipment included in your kit:

Small screwdriver
Regular screwdriver

Steps to remove

Turn off power to your doorbell
Using your screwdriver to remove the small screw from the bottom of the doorbell, then remove the doorbell from the mounting bracket
Unscrew the two wire contact screws to remove the wires from the doorbell
Unscrew the mounting bracket from the wall

Smart Thermostat
Note
: If your camera is mounted, you'll need a screwdriver in addition to the equipment in your kit.

Steps to remove

Carefully remove the faceplate from the back plate by slowly pulling the face plate towards you
Carefully remove the wires by depressing the white tab and gently pulling on the wire. We recommended labelling the wires as you remove them. It will make installing your new device easier
Unscrew the three screws, then remove the back plate from the wall

Smart Garage Door Controller
Note
: If your camera is mounted, you'll need a screwdriver in addition to the equipment in your kit.

Steps to remove

Turn off power to your garage door opener
Unplug the GoControl unit from the power outlet
Unplug the wires connecting the GoControl device to your garage door opener
Unscrew the device:
If mounted from bracket, remove the screws holding the bracket to the garage door frame

If mounted to the wall or ceiling, remove the screws holding the device in place

Notes
:

If you haven't received the return waybill within five business days, please call us at 310-2255
If your rental equipment is not received within 28 days after cancellation, the equipment replacement charges will be applied to your bill. The charges will be credited back when the equipment is returned

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Cancel your TELUS Home Services

How to initiate a cancellation

What to expect on your bills after cancelling TELUS Home Services

List of equipment that must be returned upon cancellation of services

Equipment to remain in the home after cancellation

How to return your equipment

How to unmount devices

Did this article solve your problem?

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