Frequently asked questions
For what type of accounts are you looking for information?
What is the exclusive TELUS Employee Purchase Program (EPP)
The program is open to any existing TELUS customer* (with a consumer, prepaid or business account) or new TELUS customer who meets the program eligibility criteria. To find out about these criteria, please contact us at 1-844-519-6412 or pep@orizonmobile.com
*If you have a TELUS account and wish to convert your account, a migration fee may be incurred
What are the benefits of the exclusive TELUS EPP ?
You’ll receive up to 30% off select TELUS mobility plans, an additional discount on the latest devices and exclusive promotional offers*.
You also have access to preferred pricing on various TELUS products such as Connected Home, Digital Protection, EnContinu+ and more!
*All prices that are displayed on our corporate portal already include the PEP discount on the package and the discount on the device.
Where can I take advantage of the TELUS EPP corporate offer?
Exclusive TELUS EPP promotions are available on our website www.toncell.ca and in our TELUS – Orizon Mobile stores. The list of branches is available
here
.
I placed an order online at www.toncell.ca. How long does it take to receive my order?
Exclusive TELUS EPP promotions are available on our website www.toncell.ca and in our TELUS – Orizon Mobile stores. The list of branches is available
here
.
Can I keep my phone number from another provider by taking a corporate account with TELUS?
Yes. However, your telephone number must remain active at all times with this provider. You must provide your old account information when you register online. The steps to transfer your number will be transmitted to you by the agent in charge of your order.
In addition, you will not lose your service during the transfer.
When does my TELUS wireless billing begin?
Billing begins once the activation of your TELUS account is complete. You can find the exact date on your customer service agreement.
Please note that TELUS bills one month in advance. It is quite normal that your first bill is higher than the next one, this is due to the billing cycle that is assigned to you at activation. Commissioning fees may be added.
If I already have my device, can I "unlock" it and use it on the TELUS network?
Yes, but TELUS is not responsible for “unlocked” devices and they will not be guaranteed. However, if your phone was not previously with TELUS or Koodo, be sure to have it unlocked by the original company if it is from before December 2017 .
TELUS devices are delivered unlocked and under CRTC law since that date.
Can I change my package or add options during the course of my contract?
It is possible to change your plan or add/remove an option from your corporate plan at any time according to the plans in effect at the time of your activation.
If you are currently on a plan that is no longer offered by TELUS, to change your plan, you will need to pay the remaining balance on your device and migrate to the new plan.
What are the benefits of having more than one line in my TELUS EPP account?
You will share your corporate discount with each line that is added to your TELUS corporate account.
They get access to the same benefits as you, which is reserved exclusively for the employee of your organization, including a discount on the price of the device, the package price and additional promotions.
My device is having problems. Who do I go to for service?
You can visit any TELUS store for repair service. You can also contact us at 1-844-519-6412 for assistance.
A repair fee must be paid to repair your unit.
We recommend that you have TELUS Device Protection or Apple Care+ to cover the majority of these costs.
How to reach us
This section is currently under construction. For any questions, please visit our
Contact Us.
I placed an order online at www.toncell.ca. How long does it take to receive my order?
Normal order processing time is up to 5 business days from receipt of your order confirmation. Certain sales periods such as ”Crazy Friday” may result in a longer processing time. Additional delays can be expected in case there is a problem with your account activation or if your device is out of stock.
Upon receipt of your signed service agreement, a delivery time with our current supplier takes 24 to 48 hours*.
*May vary depending on weather conditions and availability
Can I keep my phone number from another provider when I activate my account with TELUS?
Yes. However, your telephone number must remain active at all times with this provider. You must provide your old account information when you register online. The steps to transfer your number will be transmitted to you by the agent in charge of your order.
In addition, you will not lose your service during the transfer.
When does my TELUS wireless billing begin?
It begins once your TELUS account activation is complete. You can find the exact date on your customer service agreement.
Please note that TELUS bills one month in advance. It is quite normal that your first bill is higher than the next one, this is due to the billing cycle that is assigned to you at activation. Commissioning fees may be added.
If I already have my device, can I "unlock" it and use it on the TELUS network?
Yes, but TELUS is not responsible for “unlocked” devices and they will not be guaranteed. However, if your phone was not previously with TELUS or Koodo, be sure to have it unlocked by the original company if it is from before December 2017 .
TELUS devices are delivered unlocked and under CRTC law since that date.
My device is having problems. Who do I go to for service?
You can visit any TELUS store for repair service. You can also contact us at 1-844-519-6412 for assistance.
A repair fee must be paid to repair your unit.
We recommend that you have TELUS Device Protection or Apple Care+ to cover the majority of these costs.