1. Why I have called tech support to report issue, but no one contacted me yet?
If your issue is not fixed by the agent who picked up your phone, a trouble ticket will be generated and you should get call normally within 24 hours (please make sure you provide your cell phone and pick up the phone to avoid delay in solving the issue.), if the 2nd tech contacted you and could not solve the issue, it will be escalated to level 3. Most of the issues are solved or provided a solution within 48 hours from the trouble ticket generated.
2. Today is my activation day, why no technician visited my home to install for me?
Not all installation requires technician visit to complete the activation, if you have do not receive notice by phone and/or by email in advance, then there would will not be technician visit your home to do the activation, the activation will be done remotely.
3. Today is my activation day, why my internet is still not working?
For new activation, activation might include on-site installation and backend provisioning, if after technician completed the installation visit and service still not working, please contact CIK support line
4. How long would take to get my issue fixed?
Due to the complexity of different technical issues, we are trying to fix 90% issues within 48 to 72 hours.
Our standard support processes are divided into three levels:
Level 1 technician will try to help you to get an issue fixed over the phone, if the issue can not be fixed over the phone, a trouble ticket will be generated.
Level 2 tech will contact you within 24 hours. If the issue cannot be fixed by level 2 tech, it will be escalated to level 3 techs to either solve or provide a solution within 48 hours.
5. What language support can Technical Support team provide?
We provide technical support in Mandarin, English, French, Arabic, Mandarin, Cantonese, Vietnamese, Hindi, Punjabi and Urdu.
6. Can CIK technician visit to fix my internet issue?
Yes, but since there are many different scenarios for technical issues, many of them cannot be fixed by on-site field technicians, so we would need to conduct troubleshooting first to collect information for senior technical support to analyze and decide what to do to fix the issue. We cannot send a technician to fix internet without any basic troubleshooting.
7. Do I need to pay for CIK technician to visit?
If CIK technical support decides a field support technician must be sent to have the issue fixed, it will be free of charge. However, if technical support identifies the issue to be related to customer router, computer, or cable not connected properly to the equipment or other issues not related to CIK, a service charge 90$ will be applied to cover the dispatch cost.
8. Is there hardware warranty?
All internet, home phone and IPTV box ‘s hardware come with lifetime warranty as long as customer is using CIK service.
If hardware device is damaged under normal use, we will replace the device for free.
Please note: broken hardware due to physical damage such as water, fire, improper use of power adaptor is not included in the warranty.