How Mascon is responding to COVID-19
Mascon Office Changes
We have temporarily suspended public walk in’s at our Mascon community offices.
For inquiries, please continue to use the following contact methods:
Account Inquiries: firstname.lastname@example.org
Technical Support: email@example.com
Cash payments can be made through your bank.
Manage your Account Online
Due to higher than normal call volumes, we recommend that you manage your account online by logging into your My Mascon account.
- My Mascon
View and pay your bills.
Monitor your usage.
Sign up for e-billing
Remote Installations and Repairs
To protect our customers and team members, technicians will only enter homes or small businesses in the following situations:
Lifeline or emergency services
Escalations evaluated on a case by case basis
Installations, repairs and moves will now be guided remotely from the exterior of the home leveraging innovative tools and approaches tested by our Mascon team.
As the situation around the COVID-19 (Coronavirus) continues to evolve, I am reaching out to let you know how Mascon is responding to support our customers and putting their needs first.
Now – and always – the health and safety of our team members, our customers, and the communities where we live, work and serve across Canada, is our top priority. Here are some of the actions we are taking:
- We are closely following the guidance and advice from the Public Health Agency of Canada, the Centre for Disease Control, the World Health Organization, and other global and provincial health agencies.
- We want you to feel at ease during appointments in your home and at your business. We have introduced more rigorous cleaning and sanitizing measures for equipment, and team members have been provided with safety products including gloves and masks.
- As a way to help you stay safe and limit exposure, you may be interested in TELUS’ virtual healthcare capabilities. The Babylon by TELUS Health free app allows people in British Columbia and Alberta to receive a virtual 1:1 consultation with a doctor over the phone, without leaving the house.
Keeping Canadians connected
At Mascon, we believe we have an important responsibility to leverage the full capabilities of our world-leading technology and resources. During times like these, our work to keep Canadians connected becomes even more crucial. We prepare and train for these types of situations, and we want you to know we have strong contingency plans and procedures in place.
Starting now until the end of June, we are waiving home internet overages for customers who are not on unlimited data plans.
Also, we’ll support our customers facing financial challenges because of COVID-19 by providing them with flexible payment options. We don’t want anyone to worry about not being able to pay their bill on time if they have been financially affected by the crisis.
How customers can count on Mascon
Thank you for your continued support as we work through these challenges together. We will share up to date information as it becomes available on mascon.ca
Across Canada, healthcare, community and government organizations are working hard day and night, and we thank you for your extraordinary efforts to support Canadians during such a challenging time.
As the situation unfolds, our customers’ safety and security will be paramount, and everything we do will be guided by our values and our long-standing commitment to be kind, compassionate and inclusive of everyone in our communities.
On behalf of the entire Mascon team, we’re here for you.
Chief Customer Officer
Mascon is a proud member of the TELUS family
Visit telus.com/covid19 for up-to-date details on how TELUS is keeping our customers and team safe.