Preparing for Your Installation
Read our tips below for a quick and easy installation process.
Before Your Appointment:
1. Be Home: Please make sure the account owner is present for the entire installation, is above 18 years of age and can provide two pieces of government-issued identification. The technician may arrive at any time during the appointment window. The appointment may require extra time beyond the scheduled end time.
2. Phone Ready: Turn that ringer on! The technician will call to let you know they’re on their way. If they can’t reach you, they might need to reschedule.
3. Wi-Fi Info: Have your Wi-Fi Network name and password handy as they might be needed for troubleshooting.
4. Access Points: Locate and make sure the coaxial and/or Ethernet outlets in your home are easy to access for the technician:
- Coaxial Wall Jack
- Ethernet Wall Jack
- Telephone Wall Jack
5. Equipment Placement: Please ensure all TV’s, computers or phones are placed where you would like them to be installed.
6. Apartment Buildings: If you live in an apartment or condo, please let your property manager know about the visit in advance. The technician might need access to a service or electrical room outside of your suite to install your services. The property manager can provide assistance with gaining access to these rooms.
7. Safe Access: Ensure there’s safe access in and around your property. Clear the path and work areas. The technician may need to perform some work outside your home.
8. Service Disruption: Be aware that the technician might need to briefly disconnect Tv, internet or phone services for troubleshooting.
9. Pets: Please keep your pets secure and away from the technician and work area.
Permissions Needed
We may need written permission from the homeowner or landlord for tasks like drilling, running new cables, or placing temporary lines.
Health and Safety Protocols
Technicians will prioritize safety. If they can't enter your home, they’ll discuss alternative solutions with you.
Feeling Unwell?
If anyone in your home is showing symptoms of illness, including cold, flu, or COVID-19, please consider rescheduling your appointment.
Need to Reschedule?
Online: Start a Live Chat – available Mondays to Fridays from 9 am to 9 pm
Phone: Call us at 1-866-363-2225 to reschedule your appointment.
Contact Customer Care
Looking for more information? Phone or email our Customer Care team so we can answer your questions and help solve any issues you are having.
