Premium Care is high tech help for hire introduced by TELUS to help fix your computer-related problems via remote support.

Premium Care offers a wide range of high tech help, including:

• Locating and removing viruses and installing / configuring anti-virus software
• Stopping pop-ups, removing adware / spyware and installing / configuring anti-spyware software
• Installing home networks (including wireless networks) and ensuring network security
• Fixing email and software problems
• Fixing printer, scanner, digital camera and other peripheral problems
• Increasing computer performance; PC tune-ups
• Performing standard maintenance, plus installing updates and patches
• Installing and configuring new software and peripheral hardware, plus providing user training
• Assisting in data back-up processes
• Fixing error messages, frozen screens and much more!

A remote support session, also known as online support, allows us to remotely view your computer screen and securely fix most computer and network problems without having to send a technician to your home. It’s like watching your computer fix itself! Through desktop sharing technology, you simply log in to our secure online support center and allow a technical support representative to view and interact with your computer remotely via the Web.

Remote computer support is less expensive, easier to use and much more convenient than traditional computer support or repair services. Our technicians identify and resolve all sorts of problems faster, sparing you the hassle of trying to follow complicated tech support or telephone instructions, often from multiple vendors.

Absolutely. When you connect to our online support center, you are initiating an encrypted connection between your computer and the technician’s computer, creating a unique one-to-one session that no one else can view or access. This ensures your security and privacy.

In addition, you are in control the whole time. Only you can initiate a remote support session and you can end a session at any time by simply closing the support window on your desktop. Plus, you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems. At any time you can resume control by simply moving your mouse.

Very. Simply sit back and watch one of our remote technicians access your computer through the Internet or work on something else while the technician is fixing your computer. Remote computer support is simple, convenient and, best of all - hands-free.

Our Premium Care computer experts are CompTIA A+^® certified technical professionals. Every technician is pre-qualified, has at least two years experience in a help desk environment and completes an extensive training course on service delivery excellence and the virtual interface.

Our computer services are guaranteed for five (5) days. If there is a problem with any service we provide, just notify us within five days and we will work to remedy any issues quickly and professionally at no additional cost. At TELUS, your satisfaction is very important to us. Our high tech team is dedicated to providing you with the best possible computer support service. If you are not completely satisfied with your service, please email us at hightechhelp@telus.com and we will work with you to ensure your total satisfaction.

No. When you agree to connect to the TELUS secure online support center you are prompted to download a temporary desktop sharing application and supporting tools that allow us to view and interact with your computer. Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer unless you invite us to do so again.

No special software is needed. However, you must accept the installation of a Microsoft Active X control. Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer.

Not without your permission.

A Premium Care agent, when granted permission by you to access your computer, will have the same access to all the content on your computer as easily as if he or she were in your home sitting in front of it. Plus, agents will only access areas of your computer that are necessary for issue resolution.

No, a dial-up connection is too slow to adequately facilitate most remote services.

Yes, TELUS Premium Care supports Apple (Macintosh) OS X 10.5 computers.

No, We only charge if we fix your technical issue. We will do everything we can to identify and resolve your computer issues, or at the very least, provide suggestions and next steps on resolving any issues. For computers that are over 4 years old, or running Windows 98 or older, we suggest you consider purchasing a new computer before spending money attempting to perform repairs.

Much less than traditional computer support options. By viewing and interacting with your computer directly through the Internet, we can complete the most work in the least amount of time, saving you money. There’s typically no need to schedule an in-home visit or take your computer to a local repair shop.

Now is a fantastic time to take advantage of the convenience of remote support. Check out our current offers.

If, for example, you need assistance installing new software a Premium Care technician would be able to help whereas an Internet technical support agent would not. Remember that traditional technical support agents are trained to resolve issues relating to your TELUS High Speed Internet service. Premium Care agents can help with everything else.

No, as long as your computer meets minimum system requirements, and you have a valid credit card we can provide premium care services to Canadian residents. (Note: at this time service is in English only)

By calling us directly at 1-877-266-1611 or starting a chat session with us online at www.telus.com/hightechhelp and clicking on "Chat with a TELUS agent now".

Upon your first call or chat session with us. Your expiry date will be quoted by the agent at that time depending on whether or not you have the one month or the two month Premium Care card. However, keep in mind that your card will expire if you do not use it within 180 days.

No, you have already paid for unlimited technical support for one or two months. This comes with 24/7 access to our call centre.

At TELUS Premium Care we have 2 convenient options if you would like more time. You can upgrade to our annual subscription plan by simply paying the difference between your card value and the value of the annual plan which is $180. Therefore if you were a one month card holder your payment to upgrade would be $150 on your credit card, for which you would receive another 11 months service!

OR You could simply buy another prepaid card and activate it at your convenience.

No, we allow access to all of our services

Yes there is a 180 day expiry date on your card from the date of first purchase, and a 31 day expiry after first use for the one month card, or 62 days after use for the two month card.

Yes, these cards make great gifts.

No, there are no maintenance or declining value scenarios. The $30 or $50 value is valid for one month and two months respectively upon your first contact with our centre.