CIK provides a standard 30 day warranty policy for all monthly subscription services to customers. For whatever reason, service can canceled within 30 days from the service activation date. The purchased hardware will be fully refunded (If returned within 7 days from the cancellation request with original package). Any one-time charge such as a processing fee, activation fee, installation fee, shipping fee, or a Bell/Rogers DMC charge are non-refundable and will be charged at full amount. Fixed monthly service fee will be waived and variable charges such as long distance, usage charge or Pay per view charge will be charged based on usage at normal rate. This policy only applies to new customers who install our service at the first time or old customers install same service at another different address. It doesn't apply service reactivation in the same address or DSL/Cable Conversion.

As of January 2011, hardware must be purchased, if it is required for using a CIK service. And all customers receive a life time warranty for all hardware purchased as long as customer keeps using CIK service. Any defective hardware will be replaced free of charge (Broken hardware due to physical damage are not included in this warranty)

• Credit card Pre-Authorized payment: Contact CIK customer service, 7 days a week by phone, and provide your credit card information. CIK accepts VISA and MasterCard. You can authorize CIK to charge to credit card either one time or for all monthly invoices.


• Credit Card online payment: You can login www.ciktel.com customer portal using the username & password which you get from CIK welcome email, view your latest invoice and make payment via credit card


• Pre-Authorized Bank Debit: Authorize CIK to debit charges from your bank account each month. Visit PAP Agreement to download the authorization form Complete the form, and forward it to the CIK office with a void cheque.


• Bank Payment: Use Online Banking or Telephone Banking to make a bill payment, payable to: "CIK Telecom Inc". Bill payments can be made from TD Canada Trust, Bank of Montreal, CIBC, Scotia Bank and HSBC.


• CIK IVR Automatic Payment System
  You can dial CIK Service hotline, after select language then select billing and payment option


• Cheque: Include your account number on a cheque, payable to "CIK Telecom Inc.", and mail to:
  
  Accounting Department
  CIK Telecom Inc.
  Consumers Road, Suite 619
  Toronto, ON, M2J 4V6


• Cash: Visit any authorized dealer or the CIK office, located at the address blow.
  
  Toronto:
  Suite 619, 250 Consumers Road
  North York, ON, M2J 4V6
  Monday - Friday 9:00am-6:30pm
  
  Suite 101, 250 Consumers Road
  North York, ON, M2J 4V6
  Monday - Friday 9:00am-6:30pm
  Saturday 9:30-5:00pm

CIK charges one time processing fee as following:

Home Phone – $9.95
IP TV – $9.95
DSL – $29.95
Cable – $59.95

The fee could include shipping and handling of hardware, and/or a technical visit to activate the service if required. These are one time only and non-refundable order processing fees. A discount might be provided when ordering more than one service at the same time. If discount was given for the one time processing fee, when 30 days warranty applied, the discount will be charged back.

CIK requires a security deposit only for high speed internet services when an order is placed. It is to avoid customer service interruption due to non-payment. To reactivate the internet service, we required 5 – 7 business days and reactivation cost (25$ for Bell DSL and 65$ for Rogers Cable).

The requirements for deposits are as follows:

When you order CIK service, the following charge might be showing on your bank/credit card statement

1) The processing fee and hardware purchase(s) will be charged on the date when the order is processed.
2) A security deposit (or last month deposit) or yearly payment will be charged on the date the service is activated
3) The monthly invoice will be charged on the third day of each month to your credit card.

To check my invoice every month, you can visit www.ciktel.com and log in using the username and password is included as provided in the welcome email.

The first invoice includes charges for the partial month (the signup month) in addition to the upcoming regular monthly billing.

After the warranty period, a 30 day notice is required to cancel any service.

A customer must call the office to get a ticket number, leave a contact number and best available time for a return call. The cancellation department will contact the customer within 24-48 hours.

Yes. For CIK unlimited high speed internet plans, there are no restrictions on customer’s usage unless the activity endangers the CIK network.

Currently CIK cable internet covers the GTA (Greater Toronto Area) which includes Toronto, Etobicoke, North York, Scarborough, and outlaying cities of Mississauga, Brampton, Richmond Hill and Markham. Service to other major Ontario and Qecbec cities will be offered as of February, 2012 and further expansion to Western Canada, B.C. and Alberta, will be offered in June, 2012.

No. The maximum speed depends on many factors such as time of the day, area congestion, or home network congestion. Also, the speed test websites provide speed estimates and cannot provide the exact speed.

Usually, a third party technician, from Rogers/Cogeco/Videotron/ShawCable will visit the premises for a new installation. For transfer of service from one cable company to CIK cable internet, there might not be a need to send a technician. For any technical visit, appointments are made and noticed in advance by CIK.

Can I use my own modem when I sign up with CIK?
Currently, all new CIK customers must purchase and use a CIK Cable modem to avoid activation delay due to all CIK Cable modems must be certified under Rogers/Cogeco/Videotron/Shawcable TPIA program.

How long does it take to get my service activated?
Once an order is placed, service can be activated 7 business days or later. For existing transfer of cable internet service from another cable internet provider, CIK requires 10 days notice at least prior to your current cable internet company cancellation date.

Usually CIK high Speed cable has 3 different service plans for customers to choose: Lite, Express, Extreme. Lite speed download speed is between 2.5M to 4M, Express download speed is 7.5M to 12M, and Extreme download speed is 15M to 24M. The speed depends on the area you are.

This is the general guideline for you to choose which plan:

Lite speed, for one computer and just browse internet web page only

Express speed, for more than 1 computers watch online movie but not heavy usage and/or with VoIP home phone

Extreme speed, for more than 1 computers with heavy usage such as BT download, PPlive or PPStream movie

CIK DSL high speed uses ADSL technology to transmit an internet signal over a copper loop.

The CIK DSL network covers most of Ontario and Quebec.

Regular DSL means the DSL service uses the customer’s existing Bell phone service to transmit an internet signal.

Dry DSL is also called Dry Loop, which means for the DSL service to be working, the customer to pay a fee for the dry loop (Bell phone line but without active phone number) to be activated. This set-up would be available to customers who do not have active Bell phone service.

Yes. For unlimited CIK DSL High speed internet plan, it has unlimited downloading (and uploading).

No. The maximum speed depends on many factors such as the distance to the Bell Central Office, from where the internet signal comes from, condition of the line and time of the day.

You need 5-7 business days in advance to place an order. CIK would need to arrange hardware provisioning, configuration and installation if required.

For Regular DSL service, no visit is required as you just need to connect the modem to the wall jack using an ADSP splitter.

For Dry DSL, a third party technician might be required to dispatch to install dry loop for you, however it might not be necessary to access your home. You will receive a visit email and recording notice for the time of the date if visit is required. If you are living in Apartment or Condo, we do recommend you have someone older than 18 years to be at home from 8:00am to 5:00pm.

The third party technician visit time would visit during regular business hours,
Monday to Friday from 8:00am to 5:00pm.

If you received a notice from CIK, a technician will visit you on your activation day, it doesn’t mean you MUST wait for the technician. If you are living in a house, you do not need to wait the tech visit, if you are living in an apartment or Condo, we recommend you have someone at home however it is not always necessary for the technician to enter your room to finish his job.

CIK contracts Bell technicians to install the dry loop line, and their responsibility is only to install the dry loop to the demarcation point. For other requests like installing additional wall jacks and wires, there would be a separate charge.

CIK home phone service uses the internet to transmit the telephone signal to your home. To use our service, you need to have either high speed internet or any kind of DSL or Cable modem. As we are using the internet to transmit signal, a higher bandwidth would be preferable, but if you are using lite we have to put a CIK ipbox after the modem to get a better voice quality as our box have a special design to make voice quality high. So you must have high speed internet before using our service.

It is recommended that you use 1M high speed internet to get the best quality and result. However, you can use lite or extra lite with over 128k bandwidth but it would require installation of a CIK box after the modem; the result may not be as good as it would be with a 3M bandwidth.

Normally, talking and browsing the internet will not affect each other. However, downloading movies, playing online games and watching online TV would case little effect on voice quality

Yes. Effective from July 1, 2007, you can make unlimited local calling to 20 major cities in Canada by using CIK home phone. To confirm if your calls are local caller or not, please click here to check.

Yes. Effective from July 1, 2007, we can keep 20 major cities phone number in Canada. To check if your phone number can be ported or not, please click here to check. Want to start porting number, click here to start.

CIK Home Phone is designed to support most types of telephone devices. However, because of the wide variety of fax machines, we cannot guarantee full compatibility with every type, and there may be circumstances in which failed calls will be experienced. We have different potential solutions to meet your needs: adjust your configuration for your fax, or if you use CIK service as a major fax service we can give you a different hardware to meet your need; additional charges may apply depending on the hardware you need.

Yes, CIK Home Phone works with most alarm systems, but you may need customer help to set up. If you need on site service, additional charges will be applied.

• Unlimited calling to/from local calling areas in 20 major cities in Canada
• Easy to move to anywhere in the world and keep the same number
• No installation fee
• Unlimited calling between boxes
• Lowest long distance fee

Yes, we provide VoIP 9-1-1 service, please click here to refer our 911 services for details.

Not yet but we are currently working on a system.

Yes. Just log in with your home phone ID and password, then click My Calls to check all the calls you made in a time range.

It is using Voice Over Internet technology.

If the box supports MGCP/SIP, your box might be able to use with our system, however you may not be able to use some features, and quality may not be good. We always recommend you use the type of boxes we qualified.

The average DSL or cable connection is usually sufficient. VoIP will not work with a dial-up connection. We recommend you check your connection speed at http://www.testmyVoIP.com to determine the quality of your connection.

Below is the most common connection of VoIP ATA.

In the case you have just one computer, the router can be excluded and the computer plugged into a LAN port on the phone adapter. In the case your have multiple computers, the phone adapter should be placed before the router and not the other way around. This is so the phone adapter can prioritize bandwidth and leave some for VoIP if in use.
The phone adapter, router and phone(s) all have the option of being wireless. This gives you the freedom of placing your computer(s) and phone(s) in separate rooms or floors.

This is usually your internet has some packet loss especially when you are downloading movie, playing internet games or watching online TV.

Yes. You need to connect the box to replace the Bell incoming lines. But if you are using Bell DSL, you can not do that unless you separate the DSL line. For more details, please contact our technical support before installation.

Please click here to refer features guide

You might connect up to 10 phones.

ANI service is an easy way for people to save long distance bill. Customers need to register the calling numbers into the phone system first, then later each time before making long distance calls, need to dial a local phone number first. Customers can check phone bills online and make prepayment online by credit card.

It is as easy as 1), 2) and 3).

1. Subscribe this service online by giving telephone number;
2. Dial the following local number to make a call:
   Toronto Access Number
   • (416) 848-4945 (English)
   • (416) 848-4948 (Mandarin)
   • (416) 848-7936 (Cantonese)
   
   
   Montreal Access Number
   • (514) 667-6724 (English)
   • (514) 667-6725 (Mandarin)
   • (514) 667-6726 (Cantonese)
   
   
   Ottawa Access Number
   • (613) 686-1334 (English)
   • (613) 686-1335 (Mandarin)
   • (613) 686-1332 (Cantonese)
   
   
   Vancover Access Number
   • (778) 786-7034 (English)
   • (778) 786-7035 (Mandarin)
   • (778) 786-7036 (Cantonese)
   
   
   Calgary Acceess number
   • (403) 774-1614 (English)
   
   
   Barrie Acceess number
   • (705) 999-0134 (English)
   
   
   Edmonton Acceess number
   • (780) 643-2434 (English)
   
   
   Guelph Acceess number
   • (519) 838-2064 (English)
   
   
   Halifax Acceess number
   • (902) 482-2841(English)
   
   
   Hamilton Acceess number
   • (289) 639-2284 (English)
   
   
   Kingston Acceess number
   • (613) 777-0194 (English)
   
   
   Kitchener Acceess number
   • (519) 489-4464 (English)
   
   
   London Acceess number
   • (226) 289-2844 (English)
   
   
   Niagara Falls Acceess number
   • (289) 932-1794 (English)
   
   
   Newmarket Acceess number
   • (289) 366-1695 (English)
   
   
   Oshawa Acceess number
   • (289) 634-1385 (English)
   
   
   Quebec City Acceess number
   • (418) 478-1795 (English)
   
   
   St Catharine's Acceess number
   • (289) 438-2984 (English)
   
   
   Victoria (BC) Acceess number
   • (250) 412-9615 (English)
   
   
   Windsor Acceess number
   • (226) 946-1595 (English)
   
   
   Winnipeg Acceess number
   • (204) 272-5084 (English)
   
   
   
   You will hear prompt for the balance amount you have, then ask you to enter destination number.
   For international call, please dial 011+ country code + city code + phone number;
   For North America call, please dial 1 + phone number.
   
   
3. When you finish your prepayment, go to www.ciktel.com to make prepayment;

The lowest rate CIK ANI has:

• China: 1.6 Cents/Minute
• US/CA: 1.6 Cents/Minute
• Hong Kong: 2 Cents/Minutes
• Tai Wan: 2 Cents/Minutes

From 2009, CIK launched a 5 year development plan to create a platform to offer multi-media services such as IP TV, Video Phone, Online Gaming and a Home Monitoring System. The first phase of the plan was been completed in July, 2011 – when the IP TV service was launched.

The STB is a media box used for multi-media services which was developed by the CIK Research and Development department. This box can be used to play local DVDs, video files, and pictures via USB, or play online games, watch local TV channels and internet videos etc.

Yes. Currently CIK is applying for a Broadcast Distribution Undertaking (BDU) license. Under this arrangement, CIK will be able to provide local channels across most of Canada.

Yes. The STB can be used to watch international TV channels available from internet.

Yes.

Yes, but only limited to some models of STB.

As part of their cell phone plan with their current provider, many customers have limited minutes for the outgoing calls. The CIK Cell Phone Call-Back service is designed for such customers to convert outgoing calls to incoming calls to reduce the charge. You can also use this service to call the 20 major Canadian cities free - click here.

To use this service, you need to first register your cell phone to CIK cell phone call back service and ensure your caller ID is not blocked. Each time when you want to make a call, dial the access number, wait for the fast busy tone, then hang up. After 10 seconds, you will receive an incoming call from the access number you dialed. Pick up the call, and dial the destination number, then press #. (Warning: DO NOT press DIAL after finish dialing the number which will hold the first call and dial out using your direct cell phone service).

The access numbers can be found at Here

The cities included are the same as the 20 cities on the Home Phone plan.

The CIK SMS service is a service designed to send short messages to a cell phone. Currently, messages can only be sent to Chinese mobile phones, but within next several months the service will be available for worldwide messaging.

Not yet. Two-way SMS messaging is being developed so that SMS can be received.

Fax to Email service is one of the unique features developed for our IP phone customers. All incoming faxes are sent to the customers’ email inbox.

Not yet. This feature is being developed to enable customers to send fax via email or fax via web page. This feature will be available in 2012.

Yes. You could register up to 3 email addresses.