To cancel your Telus phone plan, contact Telus by phone or online chat and tell them you want to end service; under the CRTC Wireless Code, cancellation takes effect the day Telus receives your request, with no 30-day notice period. What you pay on the way out depends on whether you got a subsidized or financed device and how much of your contract is left. One warning before you do anything else: if you want to keep your phone number, do not call Telus to cancel. Set up service with your new carrier first and let them handle the transfer, or your number is gone for good.
Keep Your Number by Porting Through the New Carrier
Contact your new provider and tell them you want to transfer your existing Telus number. They handle the entire process and will ask for personal details and your Telus account information to complete it.1Canadian Radio-television and Telecommunications Commission. Switch Providers and Keep Your Number
Once the new provider sends the cancellation notice to Telus, your Telus service ends immediately and the number moves to the new network. You do not need to speak with Telus at all. Final charges and device balances still apply, but the porting itself triggers the account closure automatically.1Canadian Radio-television and Telecommunications Commission. Switch Providers and Keep Your Number
Cancelling Directly With Telus
If you don’t need to keep your number, contact Telus through the customer service phone line or online chat, both linked in the support section of the Telus website. Have your account number ready, which appears on your monthly bill and in the My TELUS app, along with the account holder’s security PIN for identity verification.
Expect to be routed to a retention team whose job is to offer discounts or plan changes to keep you. State clearly that you’re leaving and decline the offers if you’ve already decided. Under the CRTC Wireless Code, your cancellation takes effect the day Telus receives your notice; they cannot require a waiting period or keep billing you past that date.2Canadian Radio-television and Telecommunications Commission. The Wireless Code, Simplified – Section: Cancellation Date
Before you end the call or close the chat, ask for a confirmation number and request an email summary showing the cancellation date and the status of every line on the account. That documentation is your proof if charges keep appearing next month.
Cancelling Within the 15-Day Trial
If you signed up recently, you may still be in the trial window. The Wireless Code gives you 15 calendar days to return your phone and cancel without penalty, provided you haven’t used more than half your allowed monthly usage. For persons with disabilities, the window extends to 30 days with up to 100% of the monthly usage allowance.3Canadian Radio-television and Telecommunications Commission. Protected by the Wireless Code
Cancelling in the trial period avoids early cancellation fees and device balance obligations entirely, which makes it by far the cheapest exit if the timing works.
Suspend Instead of Cancel
If you’re travelling, spending part of the year elsewhere, or unsure about cancelling permanently, Telus offers a vacation suspension that keeps your number and account intact. You can suspend service for one to six months per year at a flat rate of $30 per month for phones and tablets, or $10 per month for wireless internet devices like Smart Hubs.4TELUS. TELUS Mobility Vacation Suspension
If you’re financing a device, those payments continue at their regular rate during the suspension. The monthly suspension fee is on top of what you still owe on hardware. For someone six months from paying off a phone, suspension can make more sense than cancelling and paying the remaining device balance in one shot.
Early Cancellation Fees
What you owe in cancellation fees depends on whether your plan included a subsidized device and how long you’ve been in the contract.
- No device subsidy: If your contract didn’t include a discounted phone, Telus cannot charge an early cancellation fee at all.5Canadian Radio-television and Telecommunications Commission. Telecom Regulatory Policy CRTC 2026-43
- Subsidized device: If you received a device at a reduced price as part of the contract, the early cancellation fee is based on the remaining value of that subsidy. The amount decreases over time as you work through the contract term.5Canadian Radio-television and Telecommunications Commission. Telecom Regulatory Policy CRTC 2026-43
- Past the two-year mark: You can cancel with no early cancellation fee after two years, even if you originally signed a longer-term contract.3Canadian Radio-television and Telecommunications Commission. Protected by the Wireless Code
Early cancellation fees are separate from device balances. Paying one does not clear the other, so read your final bill carefully to understand which charges fall into which category.
Easy Payment and Bring-It-Back Balances
Easy Payment
If you financed your phone through Telus Easy Payment, the remaining balance on your device becomes due when you cancel. The discount you received upfront is structured as a balance that decreases each month; cancel before the contract ends and you pay back whatever portion of that discount remains.6TELUS. TELUS Easy Payment
This balance appears on your final bill.7TELUS. Things to Know About Cancelling Your TELUS Mobility Services The amount varies widely by phone model and how many months remain. Someone who bought a flagship phone and is cancelling a year early can be looking at a substantial payout.
Bring-It-Back
Bring-It-Back is a separate obligation that trips people up because they assume paying off the Easy Payment balance covers everything. It does not. If you enrolled in Bring-It-Back, you agreed to either return your device in good condition at the end of the contract or pay a predetermined program amount set when you signed up.8TELUS. TELUS Bring-It-Back Explained
If you cancel early, leave the program before the contract ends, or return a damaged device that doesn’t meet eligibility criteria, you owe the Bring-It-Back program amount. Clearing one balance does not clear the other. You could pay off Easy Payment in full and still owe the Bring-It-Back amount on top of it.8TELUS. TELUS Bring-It-Back Explained
Before cancelling, log into My TELUS or call in and ask for the exact dollar figure on both your Easy Payment balance and your Bring-It-Back obligation. Having those numbers in front of you prevents a surprise on the final bill.
Your Final Bill and Unlocking the Phone
After cancellation, Telus generates a final bill during your next regular billing cycle. It covers any usage up to the moment of disconnection, plus outstanding device balances and any applicable early cancellation fees. Because cancellation takes effect the day Telus receives your notice, you should not be billed for service days after that date.2Canadian Radio-television and Telecommunications Commission. The Wireless Code, Simplified – Section: Cancellation Date
Review the final statement line by line. Confirm the termination date matches the day you cancelled. If the bill includes a full month’s charge instead of a prorated amount, or the termination date is wrong, that confirmation number you saved becomes essential for disputing the charge.
If you plan to use your Telus phone with another carrier, you need it unlocked. Under the Wireless Code, Telus must unlock your device for free on request. If it was sold locked to the network, the company must unlock it or give you the means to do so at no charge.9Canadian Radio-television and Telecommunications Commission. The Wireless Code, Simplified – Section: Unlocking Request the unlock before or at the time of cancellation. Getting it done while you still have an active account tends to go more smoothly than sorting it out afterward.
If Telus Keeps Billing You After Cancellation
If Telus continues billing you, disputes the amount you owe, or refuses to process your cancellation, you can escalate to the Commission for Complaints for Telecom-television Services. The CCTS is an independent body that handles unresolved disputes between Canadians and their telecom providers.
File through the CCTS online complaint form, by phone at 1-888-221-1687, by fax at 1-877-782-2924, or by mail.10Commission for Complaints for Telecom-television Services. Methods of Submitting a Complaint Try to resolve the issue directly with Telus first, because the CCTS will ask whether you’ve done so. Keep records of every interaction: the confirmation number from your cancellation call, chat transcripts, and screenshots of your final bill. Those details make the difference between a complaint that gets resolved quickly and one that drags on.