Telus Internet | Explained and Reviewed by Canadians
Quick Facts
| Owner | Telus Corporation (publicly traded) |
| Service Areas | BC, AB (primary), with presence in MB, SK, ON, QC |
| Technology | PureFibre (FTTH), Copper DSL, Wireless Home Internet |
| Speed Range | 25 Mbps – 5 Gbps (residential) |
| Data Caps | Unlimited on all plans |
| Customer Rating | Mixed reviews (3.0-3.5/5 average) |
Telus Internet Plans & Pricing (2026)
Telus PureFibre plans offer symmetrical upload and download speeds on all fiber tiers. All plans include unlimited data usage:
| Plan | Download Speed | Upload Speed | Technology | Starting Price |
|---|---|---|---|---|
| Internet 25 | 25 Mbps | 5 Mbps | Copper DSL | $55/month |
| Internet 75 | 75 Mbps | 15 Mbps | Copper/Hybrid | $65/month |
| PureFibre 250 | 250 Mbps | 250 Mbps | Pure Fibre | $75/month |
| PureFibre 500 | 500 Mbps | 500 Mbps | Pure Fibre | $85/month |
| PureFibre 1 Gig | 1,000 Mbps (1 Gbps) | 1,000 Mbps | Pure Fibre | $95/month |
| PureFibre 1.5 Gig | 1,500 Mbps (1.5 Gbps) | 1,500 Mbps | Pure Fibre | $105/month |
| PureFibre 3 Gig | 3,000 Mbps (3 Gbps) | 3,000 Mbps | Pure Fibre | $110/month |
| PureFibre 5 Gig | 5,000 Mbps (5 Gbps) | 5,000 Mbps | Pure Fibre | $115/month |
Coverage and Availability
Telus provides internet service primarily in Western Canada with expanding coverage:
- British Columbia: Comprehensive coverage throughout the province, strong PureFibre availability in Metro Vancouver, Victoria, Kelowna, and other major cities
- Alberta: Extensive coverage in Calgary, Edmonton, Red Deer, Lethbridge, and surrounding areas with growing PureFibre network
- Manitoba: Select urban areas through partnership networks
- Saskatchewan: Limited coverage in major cities
- Ontario & Quebec: Growing presence in select markets
Telus has 99% population coverage when including shared network infrastructure with Bell. PureFibre (true fiber-to-the-home) availability is strongest in BC and AB urban centers. Check your specific address for PureFibre availability, as many areas only have access to copper DSL or hybrid fiber connections.
Technology and Network
PureFibre (FTTH)
Fiber-to-the-Home is Telus’s premium offering, delivering fiber directly to your residence. This technology provides:
- Symmetrical speeds: Upload matches download (crucial for video calls, streaming, cloud backup)
- Low latency: Ideal for gaming and real-time applications
- Consistent performance: Speeds don’t degrade during peak hours
- Future-proof: Capable of multi-gigabit speeds as technology advances
Wi-Fi 6 Technology
Telus includes award-winning Wi-Fi 6 routers with PureFibre plans, offering:
- Better performance with multiple devices (20+ devices simultaneously)
- Improved range and coverage throughout your home
- Reduced interference in dense neighborhoods
- Enhanced security features
Copper DSL
In areas without fiber access, Telus offers traditional DSL internet over copper telephone lines. Speeds up to 75 Mbps with lower upload speeds, suitable for basic browsing and streaming.
Performance Reality Check
Customer Service & Support
Telus customer service receives mixed reviews, with a rating generally better than Bell but still showing significant issues:
Common Issues Reported (2025-2026)
- Long wait times: Phone support can take 20-45 minutes to reach a representative
- Speed discrepancies: Customers frequently report speeds 30-50% slower than advertised plans
- Billing problems: Unexpected charges, difficulty canceling services, promotional pricing not applied correctly
- Installation delays: Technician appointments booked 2-3 weeks out, frequent rescheduling
- Inconsistent support: Representatives provide conflicting information between calls
- Contract disputes: Confusion around early termination fees and contract terms
Positive Feedback
- Technical support generally more knowledgeable than competitors
- Self-service portal (MyTelus) works well for basic account management
- Social media support team responsive to public complaints
- Installation technicians are professional and competent
Support Channels
- Phone support: 1-888-811-2323 (expect moderate to long waits)
- Online chat: Available on Telus.com, hit-or-miss effectiveness
- Social media: @TELUSsupport on Twitter/X for public issues
- In-person: Telus retail stores for account and billing support
- Self-service: MyTelus app and online portal (most reliable option)
- Community forums: Telus Neighbourhood forum for peer support
Who Telus Is Best For
Good Fit:
- BC and AB residents: Strongest coverage and PureFibre availability in these provinces
- Symmetrical speed needs: Content creators, streamers, remote workers who need equal upload/download
- Multi-device households: Wi-Fi 6 technology handles 20+ devices effectively
- Bundle seekers: Significant discounts when combining internet, mobile, TV, and home security
- Tech-savvy users: Who can troubleshoot issues independently using self-service tools
- Gamers: Low latency on PureFibre connections ideal for competitive gaming
Not Ideal For:
- Eastern Canada residents: Limited coverage outside BC/AB, better options available regionally
- Budget-conscious users: Pricing higher than many competitors, especially after promotional periods
- Those needing reliable support: Customer service issues persist across multiple channels
- Speed-sensitive users: Real-world performance often doesn’t match advertised speeds
- Rural areas: PureFibre limited to urban centers, DSL speeds inadequate for modern use
Pros and Cons
Advantages
- True symmetrical fiber speeds (upload = download)
- Unlimited data on all plans
- Award-winning Wi-Fi 6 technology included
- Strong coverage in BC and Alberta
- Low latency on PureFibre for gaming
- Bundle discounts with mobile and TV services
- Better customer service than Bell (though still problematic)
Disadvantages
- Real-world speeds often slower than advertised
- Higher pricing than competitors (especially post-promo)
- Limited coverage outside Western Canada
- Long wait times for customer support (20-45 mins)
- Frequent billing errors and disputes
- PureFibre availability limited to select urban areas
- Performance lags Rogers and Bell in independent testing
- Installation delays common (2-3 week waits)
Installation and Equipment
Telus provides a Wi-Fi 6 modem/router (typically the Telus Wi-Fi Hub) with PureFibre plans. Professional installation is required for new fiber connections.
Installation Details:
- Installation fee: $0-100 (often waived with promotional offers or 2-year contract)
- Appointment wait: 2-3 weeks typical, up to 4 weeks during busy periods
- Installation time: 2-4 hours for fiber installation, less for existing connections
- Equipment rental: Usually included in plan price
Optional Add-ons:
- Boost Wi-Fi: Mesh network extenders for whole-home coverage ($10-15/month or $200+ purchase)
- Wi-Fi Plus: Advanced security and parental controls ($10/month)
- SmartHome Security: Integrated home monitoring packages
Alternatives to Consider
Depending on your location and needs, consider these alternatives:
Western Canada (BC, AB):
- Shaw/Rogers: Competitive cable speeds with better real-world performance in some areas
- Novus (BC only): Independent fiber provider in select buildings with excellent service
- TekSavvy, Lightspeed: Resellers using Telus infrastructure at lower prices
- CanCom: Business-grade service with superior support
Other Provinces:
- Bell (ON, QC, Maritimes): Similar fiber technology with broader Eastern Canada coverage
- Videotron (QC): Regional provider with competitive pricing
- SaskTel (SK): Provincial crown corporation with local support
- Bell MTS (MB): Regional provider with fiber options
Real-World Performance Comparison
Based on 2025 independent testing of Canada’s major ISPs:
| Provider | Average Download | Average Upload | Performance Rating |
|---|---|---|---|
| Rogers | 198 Mbps | ~95 Mbps | Best downloads |
| Bell | ~185 Mbps | 109.9 Mbps | Best uploads |
| Telus | ~170 Mbps | ~90 Mbps | Third place |
Note: These are average real-world speeds across all plan tiers, not maximum advertised speeds.
Bottom Line
Telus offers strong fiber infrastructure with true symmetrical gigabit speeds through their PureFibre network, particularly in British Columbia and Alberta. The Wi-Fi 6 technology is genuinely best-in-class, and unlimited data is standard across all plans. However, the promise doesn’t always match reality.
Real-world performance testing shows Telus lagging behind both Rogers and Bell, with customers frequently reporting speeds 30-50% below advertised rates during peak hours. Customer service, while better than Bell’s abysmal ratings, still suffers from long wait times and billing errors. Pricing is on the higher end, especially after promotional periods expire.
Current recommendation: If you’re in BC or AB with confirmed PureFibre availability and need symmetrical speeds for content creation or heavy uploading, Telus is a solid choice—but verify actual speeds in your area through independent sources first. For most users, the premium pricing isn’t justified by the real-world performance. Compare with local alternatives and read recent reviews from your specific neighborhood before committing to a 2-year contract.
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