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.
Telcan will schedule a service call within 2 business days of the request. There is a service charge of $50 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.
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 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.
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.
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.