Telus Introduces Overage Charges for High Speed Internet Customers


This message went out February 19 2015 to their customers from Telus:

TELUS is introducing clear and simple usage-based Internet charges for home Internet customers who exceed their monthly data plan allowance, starting on March 2015 bills. The new charges are designed to ensure the amount customers pay for internet service reflects their actual data consumption – you pay for what you use. For customers who go over their monthly data allowance, TELUS will charge an additional $5 for the first 50 gigabytes (GB) of data, and $10 for each additional 50 GB. We are also introducing unlimited data add-ons for $15 a month for customers with TELUS TV, $30 a month for other Internet customers.

Why these charges?

When it comes to Internet access, TELUS has always prided itself on offering customers some of the fastest home Internet plans available in Canada, with the largest monthly data allowance per plan – in some cases two or three times bigger than plans offered by our competitors.

Thanks to these large monthly data allowances, the vast majority of our Internet customers (more than four out of five customers) stay within their monthly data allowance. However, a small number of customers regularly exceed their monthly data allowance, and while TELUS’ Internet plans have always had thresholds, historical consumer data usage patterns have not required us to apply any fees for those customers who exceed their allowance.

As high speed networks have evolved, however, the consumption of video over the Internet has dramatically increased. As a result, in the last 16 months alone our customers’ monthly Internet data usage has more than doubled. Further, much of this consumption is being driven by a minority of our customers – in fact, less than 5% of our Internet customers are consuming 25% of the data on our network in any given month. This has required us to reconsider our approach to ensure we continue offering a smooth and seamless Internet experience for all customers.

Accordingly, TELUS will begin applying clear and simple usage-based Internet charges for customers who go over the data allowance in their home Internet data plans.

These usage charges have been designed to ensure the amount a customer pays for Internet service reflects their actual data consumption. You pay for what you use. Most TELUS customers are already on an Internet plan that meets their data usage needs, and will not incur an additional charge.

Start dates and notifications

We are phasing this change in between late March and July, 2015*. Ahead of implementation in each region, we are sending all home Internet customers a bill message with information about the change and their options.

In addition, we will be sending letters and placing phone calls to customers who regularly go over their usage allowances to inform them of this billing change and help them assess the right option for them.

Going forward, we’ll also notify you by email when you have:

  • Reached 75% of your data allowance
  • Reached 95% of your data allowance, and
  • Exceeded your data allowance

To receive these notifications, please ensure we have your current email address. If you’re not sure, chat with an agent (see Chat link below) or call 1-855-787-7780 FREE.

Additional internet usage rates

If you exceed your monthly usage allowance, we will automatically provide you with additional data buckets of 50GB as needed. Our charges for additional data are among the lowest in Canada:

  • First bucket: $5
  • Subsequent buckets: $10
  •  Monthly maximum: $75

Any unused portion of your last data bucket will expire at the end of your billing cycle. Your data usage will be reset to zero and your regular monthly usage allowance will apply.

You can also subscribe to Unlimited Data Usage for $30/mo – or just $15/mo if you also subscribe to any TELUS TV service.

Monthly data allowances

Plan Monthly data allowance
TELUS Internet 100
Optik Internet 100
500 GB
TELUS Internet 50
Optik Internet 50
HS Internet 50
400 GB
TELUS Internet 25
Optik High Speed Turbo
High Speed Turbo 25
250 GB
TELUS Internet 15
Optik High Speed
High Speed Turbo
150 GB
TELUS Internet 6
High Speed
High Speed Enhanced
High Speed Extreme
100 GB
TELUS Internet 1
High Speed Lite
30 GB

Avoiding overage charges

Most likely, you are already on an appropriate Internet plan. But if you are nearing or exceeding your monthly limits, see below for information.

Manage your usage

First, ensure you’ve taken these basic precautions:

1. Ensure your Wi-Fi is password-protected. This will prevent neighbours and others from using any of your monthly data allowance.

2. Install anti-virus / anti-spam software (See TELUS Security Services).

3. Turn off streaming music and video when not in use.

Increasing your data allowance

If, after taking the above steps, you find you still need more data, you can:

1. Upgrade your plan, or

2. Subscribe to Unlimited Data Usage for $30/mo – or just $15/mo if you also subscribe to any TELUS TV service.

You can also call or chat with one of our agents. Call 1-855-787-7780 FREE, or use the chat link below.

*The date depends on where you live. March 30 is the date for the B.C. interior. The date for the B.C. Lower Mainland is June, 2015 and for Alberta, July, 2015.