To cancel TELUS internet, call TELUS support or use the online chat on the TELUS website, ask the agent to close the account, get a written confirmation number, and return your leased modem through Canada Post using the free prepaid waybill. Under CRTC rules, no 30-day notice is required, so cancellation takes effect immediately or on a future date you choose.1CRTC. Changing Your Service Provider For most internet-only plans, a rule change effective June 12, 2026 means you no longer owe an early cancellation fee.2CRTC. Telecom Regulatory Policy CRTC 2026-43
Before You Call
Find your TELUS account number. It’s on any paper bill, inside the My TELUS app under your profile, or on your original service agreement. You’ll also want the PIN tied to the account for identity verification. If you’ve forgotten it, the representative can walk you through alternate verification, but having it ready shortens the call.
Take a quick look around for TELUS hardware: the modem or gateway, any Wi-Fi boosters, and the power adapters that go with them. Knowing what’s on the account keeps the return step from getting confused later. If you’re switching providers, book your new installation first so you’re not offline between the two services.
How to Contact TELUS
TELUS handles home service cancellations through its main support line and its online chat. Either channel works. The automated menu routes you to a retention agent whose job is to offer discounts or plan changes to keep you; if you’ve decided to leave, decline the offers and be direct. Chat has one practical advantage: you get a written transcript.
Before you hang up or close the chat window, ask for a cancellation confirmation number and the exact date service will end. A confirmation email should arrive within a day or two. Save it. If a billing dispute surfaces months later, that confirmation is your proof the account was closed on the agreed date.
You do not need to give 30 days’ notice, or any advance notice at all. Under CRTC rules the provider must cancel service right away unless you ask for a specific later date.1CRTC. Changing Your Service Provider If you’re switching, your new company can also notify TELUS on your behalf, which triggers immediate cancellation unless you’ve asked otherwise.
Will You Owe an Early Cancellation Fee
The answer depends on your contract type and whether you received a subsidized device when you signed up. Because TELUS generally leases modems rather than selling them at a discount, most internet-only plans don’t involve a subsidized device, and that distinction now carries a lot of weight.
Contracts Without a Subsidized Device
As of June 12, 2026, the CRTC banned early cancellation fees on contracts that don’t include a subsidized device. The Telecommunications Act now treats those fees as charges whose main purpose is to discourage customers from switching providers, and providers are prohibited from imposing them.2CRTC. Telecom Regulatory Policy CRTC 2026-43 For most TELUS internet customers on a fixed-term plan without a device subsidy, cancelling early should no longer trigger a termination penalty.
If you signed before the rule took effect and TELUS still tries to charge an early cancellation fee with no device subsidy involved, you have strong grounds to dispute it by referencing CRTC 2026-43.
Contracts With a Subsidized Device
If your contract included a subsidized device, early cancellation fees still apply but are capped. Under the CRTC Internet Code, the fee cannot exceed the value of the device subsidy, and it must decrease by an equal amount each month so it reaches zero by the end of the commitment period or 24 months, whichever is shorter.3CRTC. The Internet Code, Simplified If TELUS gave you a $240 device discount on a 24-month term and you cancel after 12 months, the maximum fee is $120.
The subsidy value is the device’s retail price minus what you actually paid at signing. A partially elapsed month at the time of cancellation counts as a full month for the reduction, which works in your favour.4CRTC. Telecom Regulatory Policy CRTC 2019-269
Month-to-Month and Indeterminate Contracts
On a month-to-month or indeterminate plan without a subsidized device, TELUS cannot charge any early cancellation fee. The CRTC Internet Code prohibits it outright.3CRTC. The Internet Code, Simplified New contracts also come with a trial period of at least 15 days during which you can cancel without penalty.5CRTC. The Internet Code – Protecting Your Rights
Returning the Modem
TELUS requires you to return all leased equipment after cancellation. The process is free. Pack the modem, any Wi-Fi boosters, and the power adapters into an appropriately sized box. Include the first page of your most recent bill. If you don’t have a bill on hand, write the account holder’s name, TELUS account number, service address, and account phone number on a piece of paper and drop that in the box instead.6TELUS Neighbourhood. Return Your TELUS Equipment in 3 Easy Steps
Take the sealed box to any Canada Post outlet and tell the clerk you’re returning residential equipment to TELUS. Quote Return ID number PR142924. Canada Post prints a prepaid waybill with the TELUS warehouse address already on it, at no cost to you. Keep the waybill tracking number; a phone photo is the easiest way not to lose it.6TELUS Neighbourhood. Return Your TELUS Equipment in 3 Easy Steps
Don’t put the return off. Unreturned-equipment charges in the industry typically run in the $150 to $250 range per device, and the waybill tracking number is your only proof of shipment until the return is confirmed on your account.
Your Final Bill
TELUS will issue a final bill covering the days of service you used in the last cycle. You should see a partial credit for any unused portion of the period you’d already paid for. An early cancellation fee, if one applies, will appear on the same statement.
If you had a deposit on the account, TELUS refunds it minus any outstanding balance, including late payment charges or applicable cancellation fees. Credits and overpayments are usually returned to the original payment method. Check the numbers against what the agent quoted you. If anything is off, call back and reference your confirmation number.
If TELUS Internet Is Part of a Bundle
Removing internet from a bundle that also includes mobile, TV, or home security will almost always change the pricing on the services you keep. Bundle discounts depend on having multiple services together, so what remains reverts to standalone rates. Under the CRTC Internet Code, your contract must disclose whether monthly charges depend on a bundling arrangement and what the minimum charge is if the bundle changes.3CRTC. The Internet Code, Simplified
Ask the agent for the exact new price on your remaining services before you finalize the cancellation. The jump can be significant. If the standalone pricing is unappealing, cancelling everything and starting fresh with a competitor, or negotiating new standalone rates during the same call, may work out better.
Keeping a @telus.net Email Address
Cancelling internet doesn’t automatically delete a @telus.net email account, but you have to ask for it to be kept. During the cancellation call, tell the agent you want the mailbox to stay active. TELUS charges a monthly fee to maintain it after your service ends; current and former subscribers have reported roughly $7 per month. Skip that step and the mailbox may eventually be deactivated, with no guarantee that stored email can be recovered later.
A cleaner long-term option is to migrate to a free provider like Gmail or Outlook before you cancel. Forward important messages, update your email address on banking and subscription accounts, and set auto-forwarding from the TELUS address during the transition.
Moving Instead of Switching
If you’re moving, check whether TELUS serves your new address before you cancel. TELUS can often transfer an existing plan, which avoids the cancellation process entirely. If service isn’t available at your new location and you’re under contract, TELUS’s current terms generally treat that as a standard cancellation. Under the June 2026 CRTC rule you wouldn’t owe an early cancellation fee if your contract lacks a device subsidy, regardless of the reason for leaving.2CRTC. Telecom Regulatory Policy CRTC 2026-43
If your contract does include a subsidized device and TELUS can’t serve your new address, you may still see a prorated early cancellation fee. Push back with the retention department; charging a customer for leaving when the provider can’t deliver service is the scenario the CRTC has been tightening rules around. Document the conversation, and escalate to the Commission for Complaints for Telecom-television Services (CCTS) if TELUS won’t move.