FAQs
General questions about TELUS Internet fax services
What TELUS Internet fax services are offered?
We offer one-stop-shopping for all faxing needs - everything from sending fax broadcasts, to faxing internationally, to sending and receiving
faxes via your e-mail while away from the office or away from home.
Features
Who would use TELUS Internet fax services?
Companies or individuals who want to:
- manage and reduce annual telecom/fax expenditures and the use of costly voice telephone facilities.
- improve productivity, reducing the time employees spend doing the "fax machine commute".
- send/receive sensitive information while away from the office.
- send the same information (pricing, news, etc.) to thousands of recipients which currently either takes days to complete, or costs a fortune in fax service bureau charges.
- receive a fax even when their fax machine is broken, out of paper or simply turned off.
- receive faxes direct as e-mail so no on can ever mistakenly pick up and walk away with the wrong fax message from the fax machine.
- keep urgent faxes safely stored as e-mail, never having to ask for it to be re-sent.
How do I order TELUS Internet fax services?
You can sign up directly online.
Once I sign up, when can I start using my Internet fax services?
For your protection, credit verification is done for every application. Account activation will be complete within 3 business days. You will be notified of your account activation by e-mail.
Can I cancel my service at any time?
Yes. You may cancel your TELUS Internet fax service(s) at any time. For the subscription-based services, you will be charged for the entire month in which you provide cancellation notice.
Advantages of Internet fax vs fax software
What's the difference between using TELUS Internet fax services and WinFax Pro or Microsoft Fax? Don't these products already let me use my PC to fax?
FAX SOFTWARE REQUIREMENTS
When you use programs such as WinFax Pro or Microsoft Fax to send a fax from your PC, you require a fax-compatible modem installed and configured on your PC, access to an analog (non-PBX) phone line,
and properly configure and install all the necessary software. Then, in order to send a fax, you must send from the pc on which the software is installed.
TELUS INTERNET FAX SERVICES REQUIREMENTS
All that is required is an Internet connection - you don't even need a fax modem. Just access the Click to Fax website from anywhere to send a fax.
FASTER FAXING WITH TELUS INTERNET FAX SERVICES
Fax modems typically are 9.6 Kbits/sec or 14.4 Kbits/sec and tie up your pc for the duration of your broadcast or fax transmission, whereas modems connecting
PCs to the Internet typically operate at 28.8 Kbits/sec, 56.0 Kbits/sec or even higher with ISDN, cable modems or ADSL. Fax to thousands of destinations as easily
as one with Click to Fax. Once you click "send" you're free to use your pc for something else. With Fax software like WinFax Pro, sending the same broadcast becomes
a difficult task, possibly tying up your pc for hours or days.
RECEIVE FAXES EVEN WHEN YOUR PC IS TURNED OFF
Receiving faxes is another area where Internet fax offers a big advantage. Fax Software requires your pc to be turned on and the phone line connecting to the modem
must be free. Click To Fax requires no software and can be accessed from virtually any computer with web access. With Fax To E-mail Service, faxes sent directly to your e-mail,
so your PC does not have to be turned on. When you check your e-mail for messages, all faxes sent to you are waiting for you.
Privacy and Security
What type of security is provided with TELUS Internet fax services?
We ensure the confidentiality of all faxes that businesses send over our network.
Can your staff members read my faxes?
No. Our system is completely automated. Once your message arrives at your fax number, it is encrypted and sent directly to your e-mail and
then removed from our server. We do not store copies; so all your messages are completely private and secure.
Receiving faxes with Fax to E-mail
What is the Fax To E-mail service?
Fax To E-mail service will automatically forward all of your faxes to your existing e-mail address. No matter where you are,
your faxes will be stored and waiting for you to read every time you check your mail.
Do I need special software to read the faxes?
No. All you need is Windows™ 95/98/2000/XP, Windows™ NT or Macintosh™. The imaging application you require is usually included in your Windows operating system.
If, for any reason, you do not have the necessary software, contact your operating system vendor. You can print the received faxes just as you would print any received mail document.
Does my computer have to be turned on to receive faxes?
No. All messages are stored in your e-mail account waiting for you retrieve them.
How can I sign up for this service?
You can sign up on-line for Fax To E-mail service. Within 1 business day you will receive your fax number, your password and your user id by e-mail.
How do I start using Fax To E-mail service?
As soon as you receive your fax phone number you can start giving it out. All you need to do to retrieve your messages is to check your e-mail.
The faxes will arrive as attachments to e-mail messages.
Do I need special software to read the faxes?
No. All you need is Windows 95/98/NT/2000 or Macintosh. The imaging application you require should already be installed, if it is not, it can be found on your operating system's disc.
The faxes appear distorted on my screen. How do I fix this?
- The Imaging software that comes with Windows 95/98/NT/2000 is usually the default TIFF editor that launches automatically when you double click on a fax.
This application can read and print our TIFF files properly.
- When you install certain applications, like Corel Draw or Microsoft Publisher, they replace the default TIFF editor with their own.
- To use the proper Imaging software, first save the file in a folder on your PC, then launch the Imaging software by clicking on the Start button,
select Programs, Accessories, then select Imaging. Once the application has launched you can then open the saved file.
I will be changing my e-mail address. How do I ensure I do not miss any faxes in the changeover?
With Fax To E-mail you can have faxes delivered to 3 different e-mail addresses simultaneously. You simply login to your account to make changes to your account information
and add or change any of the e-mail addresses.
My credit card will be expiring or changing. How do I input this information?
You must call Billing Support at 1-877-437-3607 and one of our Customer Support Representatives will assist you.
I forgot my password. How do I get this information to modify my account?
Just send an e-mail to faxsupport@telus.net with your fax number and account number.
This information will only be sent to the e-mail address in the existing registration information.
I already have a fax number can I make this my Fax To E-mail number?
You can call-forward your existing fax number to your Fax To E-mail number, just order a Call Forward feature by calling your TELUS representative at 1-888-811-2828.
All faxes sent to your old fax number will then be forwarded to your e-mail as e-mail attachments. Some of our Fax To E-mail users forward their old fax number to their
Fax To E-mail number when they travel so they can receive their faxes whenever they check their e-mail.
Can I forward faxes I receive on my fax machine via Smart Ring?
You cannot forward faxes you receive with Smart Ring to your Fax to E-mail number. To forward incoming faxes to your Fax to E-mail number, change your Smart Ring feature
to a Call Forward feature by calling your TELUS representative at 1-888-811-2828.
If two people send a fax at the same time to my Fax To E-mail number, will one person get a busy signal?
No. Your Fax To E-mail number is a "never-busy" number, which allows you to receive up to 24 simultaneous incoming faxes.
I have two e-mail addresses I want my faxes to go to. Is this possible?
Yes. Faxes sent to a single Fax To E-mail number can be received in up to 3 e-mail addresses simultaneously. This is ideal if you want faxes to go
to your e-mail and your administrative assistant's e-mail, or if you want faxes to both your work e-mail and your home e-mail. If you change e-mail addresses,
you can have your faxes forwarded to both e-mail addresses to ensure you don't miss any faxes in the changeover.
How long will it take to download e-mail messages with the fax attachments (with Fax To E-mail)?
Download time depends on the speed of your Internet access. Here are the sizes of some typical 1-page documents received through Fax to E-mail:
- Word document: 31KB.
- Simple cover page: 10KB.
- A form with little graphics and mostly text: 32KB.
- Little graphics, about 5 small images: 15KB.
- Heavy and dark graphics, covering most of the page: 60KB.
- Excel spread sheet: 22KB Power Point Slide: 12KB.
The faxes I receive are typically 10 - 20 pages. How large will the file be and how long will it take to download?
A 10 page fax plus a cover page is 320kb. The download time is determined by your Internet access speed.
Sample TIFF file sizes of other 1 page documents are:
| Document Type |
Size in kilobytes |
| Word Document |
31KB |
| Simple Cover page |
10KB |
| A form with little graphics and mostly text |
32KB |
| Little graphics, about 5 small images |
15KB |
| Heavy and dark graphics, covering most of the page |
60KB |
| Excel spread sheet |
22KB |
| Power Point Slide |
12KB |
What are the technical requirements to begin using TELUS Internet fax software?
- TIFF or PDF Viewers (included with most Windows installations).
- Microsoft's Internet Explorer 4 or higher, or Netscape 4 or higher. This is only required to view the TELUS Internet fax help file.
- An e-mail account.
Sending faxes with Click to Fax
What is TELUS Click to Fax?
Click To Fax is a web-based fax service that allows users to send faxes from the secure Click To Fax web site to one recipient or thousands in just seconds and monitor the fax progress in real-time.
What are the system requirements for Click To Fax?
- Internet access.
- PC with Windows 95/98/ME/2000 or NT.
- A Java and Cookie enabled web browser such as Internet Explorer 4.0 + & Netscape 4.0 +.
How do I access Click To Fax?
New customers must first register for TELUS Internet fax services to obtain a user id and password.
Existing customers login to their Internet fax service account and select Click to Fax from the "Internet Fax Service Account" Home Page.
What are the guidelines for phone numbers when using TELUS Internet fax?
Always start with the country code. You must always enter the complete fax number including the country code and area/city code.
For example: to the US 12024558888, to Canada 16134558888, to the UK 44158278888.
| Type of Fax |
Include Country Code |
Include Area/City Code |
| Local |
Yes |
Yes |
| Overseas |
Yes |
Yes |
| Overseas to US |
Yes |
Yes |
DO NOT include 011 when faxing overseas.
How do I know which faxes have been received?
TELUS automatically returns a success/fail confirmation report for each fax that you send. You can also use our online reporting feature to get a
detailed report on your fax history and faxes in progress for a specific day or an entire month.
How do I send a single fax?
To send a fax to a single fax number:
- Enter the recipient name in the "Name:" field (optional).
- Enter the recipient number in the "Number:" field.
- Attach your message:
- Type a message in the message box. (optional)
-or-
- Add an attachment in the "Add Attachment" field. (optional)
- Click "Send".
How do I send a fax to multiple fax numbers without uploading a Recipient List?
To send a fax to multiple fax numbers:
- Enter the recipient name in the "Name:" field (optional).
- Enter the recipient number in the "Number:" field.
- Click "Add". You will see the recipients being added to the "List of Recipients" box.
- Repeat the steps until multiple recipients are included.
- Attach your message:
- Type a message in the message box. (optional)
-or-
- Add an attachment in the "Add Attachment" field. (optional)
- Click "Send".
How do I create a Recipient List for uploading?
If your database is in Excel**, arrange the list so the information appears in the following format:
Example Fax Name 16132484867 John Doe 16132484868 Jane Doe
Fax numbers must be set up in the following format:
- "1", followed by the "area code", followed by the "fax #".
Save as a .csv file (Comma Delimited).
**Your database does not have to be in Excel, you can also use a .txt database.
How do I upload a Recipient List?
From the main Click To Fax page:
- Click "Upload a Recipient List" and a popup window titled "Upload Recipient List" will appear.
- Click "Browse" to bring up a dialog box, which lets you to search your hard drive for the recipient list.
- Locate and double click on the selected recipient list file to upload.
- Double clicking the file will automatically upload the recipient list and return you to the main page.
Repeat the above steps until all recipient lists are uploaded.
Note: On the main page you will see the "List of Recipients" box on the top right side now populated, listing all recipients in the list chosen from the hard drive or manually entered.
How do I attach a document?
From the main Click To Fax page:
- Click "Add Attachments".
- Click "Browse" to bring up a dialog box, which lets you to search your hard drive for the document.
- Locate and double click on the selected document file to upload.
- Double clicking the file will automatically upload the document and return you to the main page.
Repeat the above step until all attachments are uploaded.
(Maximum 8 attachments, limit 2 MB per attachment.)
Note: There are two means of including information in your fax. You can type a message or add an attachment. One or both means are accepted.
Note: On the main page you will see the "Attachments" box on the bottom left side now populated, listing all attached files chosen from the hard drive.
What is the Message Box used for?
To include a message as the main fax or as the cover page of your fax type it directly into the message box.
Please note: Bolding, underlining, etc. is not an option in the message box. If you require such formatting, create your message in a word processor or spreadsheet
and include it as the first attached document when adding attachments.
Note: There are two means of including information in your fax. You can type a message or add an attachment. One or both means are accepted.
When the attached documents are faxed, what order do they appear in?
The documents are faxed in the order they were attached.
Note: If a message is typed in the message box, it will be the first page to print on the recipient fax machine, followed by the attached documents in order.
How do I know which faxes have been received?
TELUS automatically returns a success/fail confirmation report via e-mail for each fax that you send. You can also use our online web-reporting feature to get a detailed
report on your fax history and faxes in progress for a specific day or an entire month.
How can I check the real-time status of my fax?
Once you hit send, a new page is displayed indicating your fax has been received and is being processed. On the top of this page there are several links. Click "Current Faxes". This brings you to the Current Faxes page where you can see a status report of faxes being processed.
If I am a current TELUS Desktop Fax user, can I use the contact list already established in my PhoneBook for Click To Fax?
Yes you can. However, you must first export the fax numbers to Excel and save as a csv. file.
The steps are as follows (Exporting from Desktop Fax):
- Go to Start/ Programs/ Protus/ Protus Premium Administration.
- When you have the Protus Premium Administration box open, click on the PhoneBook.
- Select the Data drop down menu and select export.
- A pop up window will appear titled Export Fax Numbers.
- For "Select Fields" choose fax number and name.
- For "Field Delimiter" drop down and select the (,) comma.
- Click OK.
You now have to save the file.
Importing to Click To Fax
- Locate and open your Excel file.
- When you open the file you are presented with "Text Import Wizard".
- Follow the steps to Import.
- Finish the Import.
- You now have your data presented on Excel.
- Save the file as a csv. file.
- This list is now ready to upload as a recipient list.
Prices, billing and account information
How much do TELUS Internet fax services cost?
Visit the Pricing page to find costs for each service.
Do TELUS Internet fax services simply provide the same fax services I get today at a lower cost?
These services let you to do everything you do today with fax - plus much, much more. With TELUS' Fax To E-mail service, for example, you can now have all of your faxes automatically forwarded to your e-mail address,
where they are waiting for you every time you check your e-mail. Click to Fax also merges the world of fax with the e-mail world, providing never-before available features and capabilities.
I sent a fax to a number and the cost debited to my account was different than what I thought it should be. What happened?
It is possible that the fax number was not typed in correctly. You must enter the country code for each fax destination. The country code for the United States and Canada is "1".
This country code must precede the area/city code. For more information on fax numbers, see the Sending Faxes section.
How does TELUS Internet fax billing work?
You can sign up for TELUS Internet fax with a Visa, MasterCard or American Express Credit Card. You simply choose how much you want
to initially pre-pay your account by, and at which amount you would like your TELUS Internet fax account re-charged. Your usage will decrease the pre-paid balance on your account, and once
this balance reaches your desired re-charge threshold, your credit card will be billed again to top up your pre-paid balance. This will allow you to continuously send faxes without interruption.
You will receive a monthly charge on your credit card bill, along with a notice by e-mail. You may also check your payment history online by logging in
to your account once your account has been activated.
How do I update my current account information?
You can update any necessary account information online from the TELUS Internet fax account info. Once there, you can change your contact information,
your password, your e-mail address, and billing options. Be sure to reflect any changes you made online in the TELUS Internet fax administrator account settings dialogue box.
How can I check my current account balance and the number of faxes I have sent before the billing date?
You can view this information online at our account info section, just log on with your User ID and Password and you will have access to all
your account information as well as your fax history, payment history, and details of current faxes.
To save cost on sending faxes, am I restricted to sending faxes at certain times of the day or night?
No. TELUS Internet fax service's low rates apply 24 hours per day, 7 days a week.
Are rates restricted to certain countries?
Low TELUS Internet fax service rates are available to 225 countries.
TELUS Internet fax billing change notice
Please note that effective August 1, 2004, the monthly billing schedule for TELUS Internet fax customers will change.
Customers will now be billed on the anniversary date of their registration for fax services.
Example:
- Customer A registered for Internet fax on August 21st, 2002. Customer A will now be billed on the 21st day of each month
instead of the 1st day of each month.
- Customer B registered for Internet fax on November 1st, 2003. Customer B will continue to be billed on the 1st day of each month.
Who is affected by this new billing schedule?
Affected by this new billing schedule are customers registered for the TELUS Internet fax service.
Excluded from this new billing schedule will be those customers whose anniversary date of registration falls on the 1st day of each month.
To determine if you are affected by this new billing schedule, please contact: faxsupport@telus.net.
How will my bill be transitioned?
TELUS Internet fax customers will be billed twice in August, 2004. There will be a short billing period from August 1st to your new billing date,
which corresponds to the date of your registration for the fax service.
Example: Monthly Fees Only.
- Invoice #1 -- issued August 1st will reflect the July monthly fee.
- Invoice #2 -- issued following August 1st, and on the registration anniversary date, will reflect monthly fees from August 1 to original date of registration less a day.
If Customer A originally signed up for the fax service on the 21st day of the month, they will be billed on August 1st for monthly fees for July. On the August 21st invoice, they will be billed for monthly fees from August 1 – August 20th.
Customer A's next billing date will be September 21st for the billing period of August 21 to September 20th.
Example: Monthly Fees and Extra Page Usage.
- Invoice #1 - The August 1st invoice will reflect usage from July 1 to the original date of registration in July less a day and July monthly fees.
- If Customer B registered for the fax service on the 8th day of the month, they will be billed on August 1st for usage fees for July 1 – July 7th and monthly fees for July.
- Invoice #2 - issued in August, on the anniversary date of registration, will reflect usage from original date of registration in July to the original date of registration in August less a day plus monthly fees from August 1 to original date of registration less a day.
- On the August 8th billing, Customer B will be charged for usage fees for July 8 – August 7th and monthly fees from August 1 – August 7th.
Note: During the transition period, TELUS will give you a full "free" month of page usage. The transition period is August 1st to August X, where X = the date of original registration.
My bills are paid by credit card. Will there be any changes?
Bills paid by credit card will continue to be automatically charged at the beginning of your monthly billing period for monthly services in advance and for usage charges for the previous month.
During the transition, your credit card will be charged separately for the transition period only if the charges are in excess of $5.00. If the charges are less than $5.00, the transition period amount will be included in the next month's billing.
Going forward, your credit card will be charged only once per month.
August 1st credit card charge: Covers July 1 – July X usage and August pro-rated period monthly charges.
August X credit card charge: Covers July X – August X-1 usage and August X – September X – 1 monthly charge.
Where X = your original date of registration.
I have not seen any change in my billing schedule. Why?
Customers who registered for services on the first day of the month are excluded from the billing date change.
Should I expect any change in my monthly and usage fees? Has pricing for these services changed?
Pricing for the monthly service and usage fees have not change.
What will my bill look like?
The monthly invoice that you currently receive remains the same.
How can I get more information about this billing schedule change?
Should you have further questions about this change, please contact: faxsupport@telus.net.
Getting help
Contact us directly at 1-877-638-5940 or e-mail us at faxsupport@telus.net.
