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General FAQ's

If you live in BC or Alberta and have access to Cable Internet service at your address, we can offer our service. If you are unsure, give us a call or send us an email with your exact address and we can verify before you place an order.

We will provide a modem to you as a free rental. No need to purchase. If you choose to cancel your internet service with us, we will ask you to return the modem to us via Canada Post. We will reimburse up to $12 standard postage for returns.

The incumbent allows for certain models to be used by 3rd party vendors. Allowed models are:

  • Motorola SB5100 (DOCSIS 2.0) (Up to 20Mbps)
  • Motorola SB5101 (DOCSIS 2.0) (Up to 20Mbps)
  • Motorola SB5102 (DOCSIS 2.0) (Up to 20Mbps)
  • Motorola SB5120 (DOCSIS 2.0) (Up to 20Mbps)
  • Motorola SB6120 (DOCSIS 2.0) (Up to 25Mbps)
  • Motorola SB6141 (DOCSIS 3.0) (Up to 75Mbps)
  • Motorola MB8600 (DOCSIS 3.1) (Up to 1000Mbps)
  • Cisco DPQ2160 (DOCSIS 2.0) (Up to 25Mbps)
  • Huawei MT130U (DOCSIS 3.0) (Up to 75Mbps)
  • Thomson DCM475 (DOCSIS 3.0) (Up to 75Mbps)
  • COSHIP CCM2000A (DOCSIS 2.0) (Up to 25Mbps)
  • Technicolor TC4300(DOCSIS 3.0) (Up to 75Mbps)
  • Technicolor TC4350(DOCSIS 3.0) (Up to 300Mbps)
  • Technicolor TC4400(DOCSIS 3.1) (Up to 1000Mbps)
  • Technicolor DPC3848V(DOCSIS 3.0) (Up to 300Mbps)
  • Technicolor CGA4234(DOCSIS 3.1) (Up to 1000Mbps)
  • Hitron CGN Wireless (DOCSIS 3.0) (Up to 75Mbps)
  • Hitron CDA3-20 (DOCSIS 3.0) (Up to 300Mbps)
  • Hitron CDA-RES (DOCSIS 3.0) (Up to 75Mbps)
  • Hitron CGNM-3550 (DOCSIS 3.0) (Up to 300Mbps)
  • Hitron CODA-45 (DOCSIS 3.1) (Up to 1000Mbps)
  • Hitron CODA-4680 (DOCSIS 3.1) (Up to 1000Mbps)
  • Hitron CODA-5610Q (DOCSIS 3.1) (Up to 1000Mbps)
  • Sercomm DG4244 (DOCSIS 3.1) (Up to 1000Mbps)
  • SmartRG 804N (DOCSIS 3.0) (Up to 75Mbps)
  • SmartRG SR808AC (DOCSIS 3.0) (Up to 300Mbps)
  • CBN CD8000 (DOCSIS 3.1) (Up to 1000Mbps)
  • CBN CH8568 (DOCSIS 3.1) (Up to 1000Mbps)
  • Sercom DM1000 (DOCSIS 3.1) (Up to 1000Mbps)

Note: A DOCSIS 3.0 capable modem is required for speeds above 25Mbits, a DOCSIS 3.1 capable modem is required for speeds above 300Mbits

No, it is not wireless capable. A wireless router is required to connect devices such as smart phones or tablets.

No, the service is only available at your modem or the range of your optional wireless router.

We usually schedule a 7 day period from the day you place your order until service activation. This will allow for shipping of the modem and required installation work.

The initial first payment is processed at the time of the order. Our billing cycle is monthly, on the anniversary day of your service activation.

Example: You place an order for service on the 15th of November and your service is activated on the 22nd of November. Your first payment will be processed on the 15th of November and cover your service from November 22nd to December 22nd (If the initial service activation is delayed for some reason, the billing period will be adjusted to reflect the delay. Your first payment will always cover a full month of service). Your next payment will be processed on December 22nd for the next month, and so forth.

Changes, like changing your password for our "My Account" or updating your Credit Card information or your Email address can be performed under the "My Account" menu option at the top of the page.

Other changes, like billing options or billing cycle require a call to one of our customer service representatives at 1-800-880-3011

As long as your new address is within a Incumbent Cable serviced area we will be able to continue your service. Please contact us at 1-800-880-3011 to arrange your move. More lead time will enable a smoother transition.

VoIP is a phone service that uses your existing high speed Internet connection to function. The is no phone line required. We will provide you with a VoIP phone adapter that connects to your Internet service and allows you to connect your corded/cordless phone

Yes. Allow for 7 to 10 business days for your phone number to be ported to us from your current provider.

We offer highly competitive international long distance rates, making it easy to stay in touch with friends and family oversees.

You can use our International/Off Net Call-Rate Tool to check our rates for specific phone numbers you wish to call.

Enter the number you wish to call, including country and area code, and push 'Go' for a rate quote.

Go

Disclaimer: The quoted rate is dependant on the accuracy of the users input. We can not guarantee the actual rate charged will correspond to a quote, given inaccurate or incomplete input. Please contact us for further detail.

VoIP uses the Internet instead of a telephone line to connect your calls. Although VoIP acts the same as a telephone, there are important factors for you to consider regarding the impact of your VoIP service for emergency calling. If you dial 911, you will automatically be routed to a specialized call centre which handles emergency calls. This call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide your name, telephone number and address to the call centre operator. The call centre operator will confirm your location information and then transfer your 911 call to the appropriate Emergency Response Centre nearest your location. You should be prepared to confirm your address and call-back number with the operator. Do not hang up unless told directly to do so and, if disconnected, you should immediately dial 911 again. Registration of Physical Location Required

Click here for more more information about VoIP 911 service.

No, CipherTV is considered an over the top (OTT) video streaming service. It uses your high speed Internet connection to deliver it's content and is therefore subject to the performance of your Internet connection.

CipherTV uses roughly 3 Mbps (~1.5GB per hour) when using the standard settings. The settings can be lowered to accommodate slower connections or those with heavy traffic.

Yes, external PVR devices can be connected.

Per our latest updates from CipherTV, the PVR feature is still "in development" and not currently available.

A list of available channels can be view here

Knowledge Base

Download the diagram: Right-click or Long-press and select SAVE

Download the diagram: Right-click or Long-press and select SAVE

Standard connection diagram with router.

After making all connections, configure your wireless router per manufacturers set-up instructions. Then connect your device to the available wireless network. Refer to the documentation of your device for instructions on how to connect to a available wireless network.

Download the diagram: Right-click or Long-press and select SAVE

Devices such as tablets or smartphone can not access the internet without the use of a wireless router.

Download the diagram: Right-click or Long-press and select SAVE

We suggest you conduct a speed test of your connection. We will soon be including a tool for this here.

If you find that your test results vary between being connected directly to the modem versus a speed test over your wireless router, it may be due to congested wireless frequencies that we now often encounter in urban areas.

One way to overcome congested wi-fi is to upgrade to a dualband or multiband wireless router as it will give you the option to migrate to less used frequencies.

If your Internet connection has suddenly stopped working, here is a list of items to check that may resolve the problem.

  • Has anything changed with where your equipment was connected. Have any devices been added or replaced? (Older powerbars may not supply enough power for many devices)
  • If items have been rearranged, verify connections and that the correct power adaptors are connected to the respective equipment.
  • Are your devices Powered-on? Check for lights on your Internet modem as well as your router. (powerbars can get turned off)
  • Check status indicator lights on your internet Modem. From left to right, the first 4 lights should be on steady, the fifth (last) light may be either off or blinking. If all these lights are on then your problem may be with your wireless router.

    • Technicolor TC4300 Modem Lights

  • If your Internet modem only shows a Power light and a flashing DS light, the modem is not connected to the Incumbent Cable network. Check the coaxial cable connection from the modem to the wall outlet.
  • If you use wireless; using an ethernet cable, connect a computer directly to one of the 4 network ports on your router and retest your connection. There may be a problem with the wireless
  • Unplug the power cord to your Internet modem and your wireless router (if applicable). After a short wait (30 sec) reconnect the power to the Internet modem and wait until the status lights have come back per above (~2 min). Now, reconnect the power to your wireless router and again wait ~2 min for it to initialize. Retest your connection.
  • Unplug the power cord to your Internet modem, connect a computer to the network cable coming from the modem, thereby bypassing the router. Reconnect power to the modem and wait until all status lights are back to normal. Retest your connection. Success would indicate a router problem.

Standard connection diagram without router

Download the diagram: Right-click or Long-press and select SAVE

Standard connection diagram with router

Download the diagram: Right-click or Long-press and select SAVE

*Note that your phone ATA model may not include the yellow "Ethernet" port.

  • Connect your phone jack to "Phone 1".
  • Make certain that the ethernet cable from the modem or router is connected to the blue "Internet" port on your phone ATA.
    (Your phone box may only have a blue port, though some may also have a yellow "Ethernet" port)
  • Power-on the phone ATA and allow it to complete the power-cycle. The "power" light will stop blinking when complete. This usually takes about two minutes.
  • Ensure that your handset or phone-base is set to Tone Dial, not Pulse Dial. Most sets will have a toggle switch for this.
  • Check that there are three solid green lights on the Phone ATA.

Is the handset set to Do Not Disturb? Is Call Forwarding turned on? Otherwise contact our support team.

Download the diagram: Right-click or Long-press and select SAVE

By default, the username/login-name will be the email address you used when you signed-up. The password will be a 4-digit number, unique to your account. This number is written on the page we included with the CipherTV bar when you signed-up. You can also contact us and request the password from one of our representatives.

Download the diagram: Right-click or Long-press and select SAVE

Download the diagram: Right-click or Long-press and select SAVE

*Note that this remote may not have been included with your order.

Need Support for your Can Com Services?

Contact One of Our Support Specialists at
1-800-880-3011
support@can-com.com

Helpful Tools for Troubleshooting Speed Issues

Are you experiencing slow WiFi Speeds?

Here is an interesting article on current WiFi Router technologies and what you can expect from your network.

There is also a short, helpful video that may help with troubleshooting some common WiFi problems.

To make it easier for you and us to diagnose connectivity issues, we have a script for obtaining all the details we need. Being a batch script, when you download it your browser will probably display a warning about being a potentially malicious script. It really isn’t. Please “Allow” or “Unblock” the script and confirm that you want to download it. “Run” or “Save” the file. If you saved it somewhere, Right-Click on it, select "Run as Administrator". You should be asked if you're certain you want to run the tool. The process may take several minutes. When finished, the script will create a text file on your desktop, named 'CanCom_Test_Result'. You can then send the contents of that text file to us via email. If it fails to create the text or if you cannot find it, the test results will also be 'copied' to your 'clipboard' and you can then 'paste' them into an email.

Download Our Connection Troubleshooting Tool
The Commission for Complaints for Telecom-television Services (CCTS) is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.