For any issues or complaints, you can contact our customer service department at 1-888-835-2268. In addition, you can escalate the complaint with the Commission for Complaints about Telecom-Television Services (CCTS) at https://www.ccts-cprst.ca/
All changes to pricing and service will be notified at least 60 days in advance.
All other changes will be notified at least 30 days in advance.
For outages related to Telcan’s service for more than 10 days, Telcan will reimburse the charges for the given month.
Customers can cancel the service at any time without any penalties or cancellation fees. All loaned or rented devices must be returned to Telcan within 14 days of cancellation in the original condition with all the associated parts, otherwise, Telcan will charge the listed price of the device. If the unreturned device is on a rent-to-own agreement, Telcan will charge the remaining amount of the device cost. Device Prices: Modem - $250, Wi-Fi Router - $100, Power Adapter - $50, VoIP Phone ATA - $100.
Telcan can disconnect customer’s service on the grounds of failure to pay if the account has been past due for more than 14 days. Telcan will provide notice at least 5 days in advance before disconnection. If the customer wishes to reconnect service, there is a reconnection charge of $50.
Telcan will report all late payments and overdue amounts to the Equifax Credit Bureau. 1% interest per month will be applied on the due amount.
The Internet Code can be found at https://crtc.gc.ca/eng/internet/code.htm
The customer authorizes monthly scheduled charges to their credit card. The customer will be charged the indicated amount on the invoice for each billing period. A receipt for each payment will be provided via email and the charge will appear on the customer’s credit card statement.