1. How do I convert my single service to bundle service?

If you want to upgrade your current single service to the 2in1 or the 3in1 bundle service, you can contact our Customer Service Department for plan changes.
If you signed up for single service is still within thirty (30) days of your activation date, and you wish to upgrade to a bundle service, you would need to pay the bundle service price, less than the single service payment you previously paid. Any promotion discount included in the single service will be charged back.
If you signed up for single service more than thirty (30) days after your activation date, you would need to pay:
  • $69.95 processing fee for the internet service, or $9.95 processing fee for adding Home Phone service or TV service;
  • The annual payment for the plan or pay monthly rental fee for the hardware or just purchase additional equipment;
  • Existing single service equipment will not be refunded or replaced;
  • Single service promotion discount will not be charged back

2. What should I do if I need to move to a new address?

CIK offers service throughout Canada. If you are moving to another city, contact our Customer Service
A $65 moving fee will be charged once you agree to have service activated at the new location.
Also, we would need the following information when you are requesting to connect at your new location:
  • Your New Address
  • Three (3) different appointment times (The activation day and time of day)
  • Your contact cell phone number
  • Date to disconnect the service at the old address – By default, whenever a new address service activated, the old service will be disconnected to avoid two charges (One for the old service and one for the new service). However, if you wish to keep both services, please let us know and your invoice will include charges for service at both locations

3. How much should I pay for speed upgrade?

If you want to upgrade or downgrade the speed, a $25 charge will apply.
In some cases, you might need to purchase new equipment, as it is a requirement for the new speed.
  • Ontario-R 18M or less upgrading to 25M or over - need to upgrade 2.0 modem to 3.0M modem
  • Ontario-C 10M upgrading to 20M or over - need to upgrade 2.0 modem to 3.0 modem
  • Videotron 10M or less upgrading to 15M or over - need to upgrade 2.0 modem to 3.0 modem
  • FTTN 15M or less upgrading to 25M VDSL - need to upgrade DSL modem to a VDSL modem

4. How do I convert my service from Cable to FTTN?

To convert your service from Cable to FTTN, a $65 moving fee will be charged once you agree to have service activated and you might need to purchase a FTTN modem
Also, we would need the following:
  • Three (3) different appointment times (The activation day and time of day)
  • Contact cell phone number

5. How do I convert my FTTN to Cable?

To convert your service from FTTN to Cable, a $65 moving fee will be charged once you agree to have service activated and you might need to purchase a cable modem
Also, we would need the following:
  • Three (3) different appointment times (The activation day and time of day)
  • Contact cell phone number

6. How do I transfer my service to my friend?

If you are moving and no longer need the service and your friend is moving into your residence, you can transfer your account to your friend instead of disconnecting your service and asking your friend to install a new service.
The benefits include:
  • You would not need thirty (30) days in advance for cancellation
  • Your friend would not need to wait to activate the service, the internet is already connected
  • Your friend would not need to pay activation and equipment fees
What you need to do:
  • Contact us to request cancellation ticket and notice your friend will use the service and provide your friend’s contact cell phone number
  • Ask your friend to contact CIK to place new order and provide the cancellation ticket number
What we would do:
  • Based on the agreed date you and your friend decide, CIK will create new account for your friend and deactivate your account

7. Can I suspend my service?

Yes. You can request to suspend your service with thirty (30) days notice in advance. However due to the high cost of installing cable or FTTN/DSL internet service, there is a $65 reactivation fee. Unless you plan to be away for more than two (2) months, it is not recommended to suspend the service.

8. If I want to add a long distance package, when would it be activated?

You can request to add long distance package anytime, and be effective from first (1st) day of next month.

9. How do I transfer my phone number to CIK?

According to CRTC regulation, all Canadian phone numbers can be transferred between local companies and customers have the right to transfer their phone numbers to other local phone companies. This is called Local Number Portability (LNP).
To be eligible for transfer your existing phone numbers to CIK, your phone number(s) must be active, i.e not disconnected or pending for disconnection. Your phone account must be in good standing with your cuurent company and you should NOT notify your current phone company to cancel or change the phone number till AFTER the phone numbers are transferred to CIK.
After the phone numbers are successfully transferred to CIK, you should contact your previous phone company to confirm your account has been closed, and if not, ask them to close it.

10. How do I authorize CIK to transfer my existing number to CIK?

11. How long does it take to transfer my phone number to CIK?

Usually the porting process takes about two to four (2-4) weeks from the date you authorized CIK to transfer the number. The porting process can also be delayed or rejected if the information provided is incorrect. Before porting, the CIK IP box can only dial out and display the porting number; the service will still work with your previous phone company, till it is ported over to CIK. After porting has been completed, inbound and outbound service will be available on your CIK phone service. You will be notified by email and phone when for the targeted porting date once it is confirmed by your current company.

12. How do I stop the number transfer between CIK and another company?

Due to complexity of the porting process, at least three (3) companies or more involved, so once the porting process started, it is not easy to stop.
If you authorized CIK to transfer your number from another company into the CIK network and you want to stop it, you need to notify your current company to reject the porting and you also need to notify CIK to stop the porting. If you chang mind within three (3) business days, CIK might not be able to stop the porting.
If you authorized another company to transfer A CIK number to them but changed your mind and want to keep the number with CIK, you need to notify CIK to reject the porting request and also you need to notify the other company to stop the porting request. If you change your mind within three (3) business days, CIK might not be able to stop the porting.

13. Do I need to pay fee to transfer my number between CIK and another company?

Currently, customers do not need to pay any porting fee when the numbers are transferred between CIK network and another company.

14. How do I transfer my number from CIK to another company?

If you want to transfer your CIK phone number to another company, you cannot request CIK to cancel the service, otherwise your porting request will be rejected as pending cancellation. Only after the number is transferred to the other company, you can notify CIK to cancel your phone service. If you change your mind and want to keep the number with CIK, You need to notify CIK to reject the porting request and also you need to notify the other company to stop the porting request. If you change your mind within three (3) business days, CIK might not be able to stop the porting.

15. Why would my porting request get rejected?

Here are most common issues why your request of transferring phone numbers is rejected:
  • Your phone number(s) are not active with your current phone company
  • Your service address does not match the address with your current phone company
  • Your name does not match the name on your account with your current phone company
  • You have made a change request(s)to your account with your current phone company such as; moving, cancellation, or suspension
  • Your phone account owes money to your current phone company
  • If the transfer request rejected, you must provide a copy of phone bill and also contact your previous phone company to check