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Lost or stolen

Lost or stolen

If your phone is lost or stolen, immediately disable it by doing one of the following:

  1. If you have the Device Protection Plan:
    • Call 1-866-281-4537
  2. All other clients:
    • Log in to your TELUS account and suspend your phone.
    • Contact TELUS Support Services.
    • Call us at one of the following numbers:

      Canada toll-free: 1-866-558-2273
      Vancouver: 604-291-2355
      Calgary: 403-387-5825
      Eastern Quebec: 1-800-463-8988
      Toronto: 416-279-2532

NOTE: You are responsible for any usage (calls or data) made between the time that your phone is lost or stolen and the time that you disable it. Monthly plan charges will apply during this period. If you opt to cancel your service at any time during the period of your contract, termination liability charges may apply.

Replacing your phone

If you have the Device Protection Plan, call 1-866-281-4537. Once your claim is approved, you will receive a comparable replacement model, usually within 1 – 2 business days*.

Otherwise, no matter where you are in your contract term, we offer affordable replacement phones, including new and refurbished phones.

You can still access Voice Mail

If your mobile phone or smartphone plan includes Voice Mail, you can still access your messages using another phone line by pressing the " * " key midway through your greeting message.

If you don't have Voice Mail, you cannot add it without your phone in your possession.

* Replacement device is shipped to you via over-night mail where this service is available. This service reaches approx 90% of Canadians. Where over-night mail is not available, it will take longer. If the claim is received after 3pm, the replacement device will be shipping on the following business day.

‡ For security reasons, it may take up to 24 hours before you can activate your replacement phone on the TELUS network.

About the Device Protection Plan

For just just $7/mo. (plus tax) you can enjoy peace of mind by subscribing to this service for postpaid clients offered by trusted technology protection leader Asurion.

If your phone is lost, stolen or damaged, you'll receive the same or comparable replacement model, usually by the next business day. If damages are not covered under the manufacturer’s warranty, a replacement service fee of between $40 and $150 applies, depending on the device.

Enroll today and protect your investment for just $7/mo. Learn more

Make changes to your phone

Log in to your account to make changes to your existing phone.