Lost or stolen
Lost or Stolen
Once you determine that your phone is lost or stolen, immediately disable it using one of these options:
- Log in to your TELUS account, select "e.care", and then select "suspend phone".
Register now if you don’t have a TELUS account. - Contact TELUS Support Services.
- If you have Device Protection Plan, proceed to making a Service Request by calling 1-866-281-4537. Once approved, you will receive a comparable replacement model, typically in 1 – 2 business days*, ready for over-the-air activation.‡
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.
Protect your device
It’s a good idea to save yourself valuable time and money by protecting your investment.
Device Protection Plan, a monthly subscription service for postpaid clients administered by Asurion, a trusted leader in technology protection, gives you peace of mind for only a few dollars a month. If your device is lost, stolen or sustains some types of damages not covered under the manufacturer’s warranty, you’ll receive a comparable replacement model, usually by the next business day.
In Quebec and Newfoundland, service requests for lost & stolen devices are not included in the Device Protection Program.
Enroll today. Protect your investment for just $7 a month (plus tax).
Handset replacement
(The following procedures apply for clients who are not on Device Protection Plan.)
We recognize that losing your handset or having it stolen can be a very stressful experience. While it is ultimately your responsibility to replace your phone, TELUS is always ready to assist and support you by offering handset replacement options.
For instance, we offer both our Prepaid & Postpaid clients a selection of replacement phones, including very affordable new and refurbished phones.
If you are a Postpaid client, you may also be eligible for a discount on a new phone if you currently do not have a contract, or if you are in the last 6 months of your current contract term.
If you are a Prepaid client, you may also be able to take advantage of several other options, such as redeeming a MyRewards offer or switching to our Postpaid service.
Please visit a TELUS Mobility store or call our client service team at *611 to discuss your options.
Voice Mail
If you have Voice Mail with your mobile phone or smartphone, you can continue retrieving your messages using another phone line by pressing the " * " key midway through your Voice Mail 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.