Frequently Asked Questions

• 1. Will you continue offering the same products and services you do today?

  Our current services are not changing, at this time. Customers will be notified in advance of any changes as we work with through the transition process with TELUS. New customers can still order services from us. Please visit www.axia.com/coverage to check availability.

• 2. Will the cost of my services change?

  All products, services, rates and billing will remain the same, at this time. Customers will be notified in advance of any changes as we work through the transition process with TELUS.

• 3. Will the way I contact Axia change?

  Customers can continue to reach Axia the same as they do today. For general inquiries and support, please call 1-844-276-2888 or visit us online at www.axia.com/contact-us.

• 4. Can I still upgrade or make changes to my Axia services?

  Yes. You can upgrade your current services, subscribe to new services, and make changes to your account by contacting Axia.

• 5. Why is TELUS building a fibre optic network in my community or neighbourhood?

  TELUS has invested billions of dollars in the PureFibre network, which offers the fastest internet speed in Alberta*, and PureFibre is now coming to your community. PureFibre offers lightning fast up-and-download speeds which means buffer free streaming, crystal clear video calls, and the power to share photos and videos.

  *Based on the PCMag Speed Index. Reproduced with permission. © 2020 Ziff Davis, LLC. All Rights Reserved. A trademark of Ziff Davis, LLC. Used under license.

• 6. Will new TELUS products be available?

  Yes. TELUS TV, Internet, Home Phone, Security and Health products will be available.

• 7. Will the Axia network be shut down?

  The goal is to switch each Axia customer to the TELUS network and then shut down the Axia network on a community-by-community basis. Watch for notifications from the Axia team with instructions on how to switch and the exact dates for your community.

• 8. Can you just switch me from Axia to TELUS?

  No, the switch is not automatic.

• 9. Will the cost of my services change when I switch to TELUS?

  It depends on which services you would like to order from TELUS. You can view the products, services and pricing at telus.com/fibre or talk with a knowledgeable TELUS customer service member to find something that will suit your needs and price range.

• 10. Is there any cost to switch to TELUS?

  No, there is no cost to switch.

• 11. How do I switch to TELUS?

  We will share with you the easiest ways to contact TELUS in the coming months. In the meantime, contact the Axia team with any questions by visiting axia.com/contact-us or call 1-844-276-2888.

• 12. When I switch to TELUS, do I need to notify Axia?

  Yes. You will need to contact Axia to settle your internet account.

• 13. Will my current equipment work or do I need any new technology?

  You will need to have new equipment to run your TELUS internet. A TELUS team member can provide you details about this equipment.

• 14. Will there be any disruption to my services when I switch to TELUS?

  Your Axia internet may be disconnected before or during the time when your TELUS services are installed at your premise

• 15. Where/how do I pay my bills, does that change when I switch to TELUS?

  You can choose from:
  Pre-Authorized Payments (PAP) - the option of paying automatically through your Bank Account or Credit Card.
  One-time payments - the option of making payments one month at a time as bills are received

• 16. Where/how do I track my TELUS internet usage or monthly invoices?

  Once you switch over to TELUS, you can check your account details online at telus.com/myaccount

• 17. What happens if I do not schedule an appointment to switch Axia internet to TELUS?

  Your Axia internet service will stop working when the Axia network is turned down in your neighbourhood. If you do not schedule an appointment for TELUS to install, maintain, or replace equipment and facilities to move your service to the TELUS PureFibre network, you may lose internet connectivity.