Cancel Atlas

The Cancellation Friction Index

Documented-Policy tier only. This score rates how clearly Telus's public cancellation page is published (cited, dated), opinion grounded in disclosed facts, not a finding about the real cancel experience, and not legal advice. The behavioural Verified-Flow grade is pending.

58/ 100 · C

Telecom & ISP · CA

How hard is it to cancel Telus?

Telus scores 58/100 (grade C) for how clearly it documents cancellation in the CA, a partially documented cancellation policy with notable gaps. Cancellation is available via phone, online (self-serve), in person.

Last reviewed 2026-06-06 · Documented-Policy tier · grade C

Cancelling main TELUS services (mobility lines, internet, TV, home phone) requires calling customer service: Mobility at 1-866-558-2273 (*611) or Home Services at 1-888-811-2323; in-store cancellation is also accepted. Add-on digital subscriptions can be cancelled self-serve via the My TELUS online portal or app. Per CRTC rules, service charges are prorated to the cancellation date and any unused portion of a prepaid billing cycle must be refunded; for add-on subscriptions, no refund is provided outside Quebec (Quebec customers receive a prorated refund). Early termination fees apply for device subsidies on fixed-term contracts, but a 15-day (30-day for customers with disabilities) cooling-off period waives ETFs.

How to cancel Telus

  • Channels: phone, online (self-serve), in person
  • Official cancellation page: https://www.telus.com/en/support/topic/billing-and-payments/transfers-moves-suspensions/cancel-service
  • Pause/freeze: available, Vacation Suspension available for both Mobility ($30/month) and Home Services ($15/month, home phone and internet only, TV excluded). Minimum 1 month, maximum 6 months per year. Number and account are retained during suspension.
  • Account/data deletion: Customers may request deletion of personal information through the TELUS Privacy Request Centre by mail (3rd floor, 4519 Canada Way, Burnaby BC V5G 4S4), by email at [email protected], or by phone at 1-800-567-0000. Telus may retain certain data to meet legal and regulatory obligations. https://www.telus.com/en/about/privacy/faqs

Evidence

Scope & fairness

This is the Documented-Policy tier: it measures how clearly the cancellation policy is published (cited, dated facts), not the behavioural experience of cancelling (Verified-Flow audit pending). Every company is scored on the same five dimensions with the same published weights, scores cannot be bought or removed. It is opinion grounded in disclosed facts, and not legal advice.

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Cite this. Cancel Atlas (2026). “Telus, Cancellation Friction Index (CA).” CES-1.1. https://www.cancelatlas.com/c/telus-ca (CC BY-SA 4.0).

See Telus in the full index -> · How we score · Open data