TELCAN TERMS OF SERVICE

General Terms

Privacy Policy

http://telcan-m.fibrehub.com/Support/PrivacyPolicy

Fair Use Policy

http://telcan-m.fibrehub.com/Support/FairUsePolicy

Customer Service

You can contact customer service by any of these channels:

You can contact 24/7 customer service by any of these channels:
Live Chat: (Insert Hyperlink)
SMS Chat: 1-888-835-2268
Phone: 1-888-TELCAN-8 (835-2268)
Online Inquiry: www.telcan.com/Contact

Complaints

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/

Service Changes

All changes to pricing and service will be notified at least 60 days in advance.

Other Changes

All other changes will be notified at least 30 days in advance.

Service Calls

Telcan will schedule a service call within 2 business days of request. There is a service charge of $90 which is waived if the outage is related to Telcan’s service. If the appointment is rescheduled within 12 hours, a $40 charge will be applied.

Service Outages

For outages related to Telcan’s service longer than 24 hours, there will be a compensation of $10/day.

Cancellation

Customers can cancel the service any time without any penalties or cancellation fees. If there are loaned or rented devices, they must be returned to Telcan within 30 days of cancellation, otherwise, Telcan will charge the listed price of the device at www.telcan.com. If the unreturned device is on a rent-to-own agreement, Telcan will charge the remaining amount of the device cost.

Disconnection

Telcan can disconnect customer’s service on the grounds of failure to pay if the amount exceeds $50 and has been past due for more than two months. Telcan will provide notice at least 14 days in advance, and 24 hours before disconnection. If the customer wishes to reconnect service, there is a reconnection charge of $50.

Internet Code

The Internet Code can be found at https://crtc.gc.ca/eng/internet/code.htm