Sales
Sales
Customer Service
Tech Support
Devices
1. Why should I select CIK services?
CIK is one of the fastest-growing companies in Canada, trusted by hundreds of customers for the following reasons:
- Exceptional Customer Service - Our customer support team is trained to treat every customer as a key contributor to our success. We are committed to assisting customers promptly and effectively.
- Multilingual Support: 24/7 assistance in English, Chinese, Hindi, Punjabi, and Urdu.
- Convenient Bundles: Combine internet, TV, Home Phone, and Long Distance Calling into one bill.
- Competitive Pricing – Industry-leading rates for all services.
Robust Warranties:
- A 30-day satisfaction guarantee for new Residential Internet, Home Phone and TV Services.
- Lifetime Hardware Warranty: Warranty is valid as long as you remain a CIK customer. We will replace the hardware free of charge when it is damaged during normal usage.
- 24/7 Support: Phone, email, and live chat assistance.
2. What is CIK 30 day standard warranty?
CIK provides a standard 30 day warranty policy for new residential Internet, home phone and TV service.
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 in the original package). Any one-time charge such as a processing fee, activation fee, installation fee, upgrading fee, shipping fee, or a Bell/Rogers DMC charge are non-refundable and will be charged at full amount if waived or discounted. 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 only who install CIK service at the first time. It doesn't apply to a service reactivation in the same address or a DSL/Cable Conversion or customer moving to a new address.
3. What is the CIK standard hardware warranty?
From January 1st, 2011 all of CIK hardware must be received from CIK (Rental or No-Rental/Purchase), 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. We provide complete end-to-end support for the hardware we provide during the life-time of your subscription with us.
Any defective hardware will be replaced free of charge (Broken hardware due to physical damage are not included in this warranty).
4. How much do I need to pay for my order?
New customer's first-time order payment will include the following:
- Processing fee for service activation
- Shipping fee
- Equipment charges may apply on certain plans
- A service deposit may apply to certain plans
Please contact our customer service to see if you are eligible for free hardware promotions and if the service deposit can be waived.
The first order payment must be received before the order is processed. To make an order payment online, click here.
5. How do I pay my monthly invoice?
Every month we email you the monthly invoice and you can also check your invoice online from my CIK portal; to make payments for your monthly invoice, you can select the following options:
- Pay by Pre-Authorized Debit (PAD) from your bank account. You need to fill out a PAD form or provide a copy of a void cheque and send it back to care.cs@ciktel.com. Your invoice payment will automatically be withdrawn from your bank account on the second date of the invoice issue date (if the issue day falls on a weekend or a holiday, the withdrawal will occur on the next business day. )
- Provide a credit card and authorize us to charge automatically.
- Make payments online using your credit card from my CIK.
- Make payments by credit card over the phone by calling our customer service and selecting Billing and Payment.
- Make a payment via online banking and select CIK Telecom Inc. as the payee. For payment processing, the following banks are available; TD Bank, CIBC, BMO (Bank of Montreal), Scotia Bank, Royal Bank, HSBC, National Bank, Laurentian Bank of Canada and Desjardins Group. Please allow our Accounting Department a minimum of 1 business day to receive the proof of payment from the bank.
- Pay by Cash or Debit – Cash is accepted in every CIK customer support centre, corporate store, or authorized dealer store. To check the available locations in your area, please click here.
We appreciate you making payments on time to avoid service interruption. Effective from May 1, 2019, for the promotion plan with auto pay discount, if the pre-authorized payment method is declined, the promotion discount will be removed. If your service is disconnected due to payment issues, restoring your service would require you to pay a reactivation fee of $65 within 7 business days. You might want to consider keeping a one-month service fee deposit with us to avoid service interruption due to non-payment issues.
6. How do I track my shipment?
An email notice containing the tracking number will be sent to you once the device(s) have been shipped from our warehouse. You can track the shipment updates at https://www.canadapost.ca/ or https://www.purolator.com/.
7. When does CIK charge my first bill after my service activates?
CIK Invoices are generated on the 2nd day of service activation date, and bill for 1-month service fee. For eg: if your service is activated on May 6th, your first invoice will be on May 7th and it will bill your service charge from May 6th till June 5th, the second invoice will be issues on June 7th.
8. Will I be notified by CIK once my term ends?
Some of CIK plans might have one year term which has been showing in the printed order when you signed up, therefore we will not notice you separately. After 1 year, it is becoming month to month basis without term.
9. Do I need to return my hardware after I cancel my CIK service?
CIK provides two hardware options for customer to use CIK CPE: 1) Purchase 2) Rental/Free Rental
If you have made an Internet/TV/Home phone service cancellation request within 30 days from activation, you MUST return the hardware with original package within 7 days of the cancellation request for a refund. Restocking fee will be applied if hardware is returned without the original package or is missing parts. For rental/free rental option, hardware purchase fees will be applied if the hardware is not returned as requested.
If the Internet/TV/Home phone service cancellation request is made after the period of CIK 30 days standard service warranty:
- For the purchased hardware, hardware return is not required and no refund will be made;
- For rental/free rental option, you must return the hardware with all accessories within 7 days of the cancellation request to avoid additional charges; or a hardware purchase fee will be applied if hardware is not returned as requested. If you wish to keep the hardware, you can notify us and an original or discount price might be available. To get to know whether your hardware is purchased or rental/free rental, you can look at the plan details we shipped with the hardware prior to your activation date, or contact our customer service.
10. Will CIK perform a credit on all the plans or special promotions?
CIK will perform a credit check on specific plans only for the time being. As a customer you will be asked to let us perform a credit check before processing your order, in the future CIK might start performing credit check for all future promotions or plans.
11. When does the credit check occur?
Credit check occurs when customer signs up for our services. To sign up, the customer has to fill in the credit card information on our sign-up page or go through sign-up with our representatives over the phone.
12. Will I be getting any interest on my Deposit?
There is no interest to obtained over the deposit over the period on which CIK holds onto the deposit.
