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As health officials and businesses across Canada continue to make challenging decisions in the face of the ongoing COVID-19 pandemic, Cable Cable is committed to helping our local communities remain connected and safe. We are closely monitoring the situation as it evolves and adapting to support and protect our staff and customers.

There has never been a more important time for our local community to remain connected and informed. I want to assure our customers that we are open for business and committed to helping them stay connected, entertained, and safe throughout the COVID-19 pandemic.“ - Michael Fiorini, CEO

 

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Frequently Asked Questions

Why is your Administration Office closed? When will it reopen?

Our Administration Office will remain temporarily closed to the public until January 4th, 2021 in order to protect staff and customers while adhering to social distancing guidelines. Staff remain available to support customers over the phone, through email, and via social media on an ongoing basis. Call center hours of operation will remain unchanged and can be viewed here.

I normally pay my bill at your Administration Office. How can I pay my bill?

My Account
Customers are encouraged to utilize your online ‘My Account’ portal which will allow you to access account info, make payments, and download streaming apps from the safety of your home.

Telephone Payment

Bills can also be paid over the phone with a credit card by contacting our Customer Support Team who are available to assist seven days a week from 8AM to 10 PM at 866.887.6434.

Preauthorized Payments

Now might also be a great time to consider going green with paperless billing. With preauthorized payments your balance owing is automatically deducted from your bank account or credit card on the first business day of the month, so you never have to worry about missing a payment. 

Enrolling in a preauthorized payment plan is easy. Simply download and complete our Preauthorized Payment Enrollment Form and return it by mail or scan and email to hello@cablecable.net.

I need to drop off old equipment, pick up new equipment, or switch out a remote. How can I arrange this?

Equipment pick up and drop off bins have been set up on the porch at the front entrance of our Administration office.  Please contact our Customer Support Team in advance of visiting so we can ensure everything is ready and waiting for you as planned.  Please also be sure to label any equipment you are dropping off with your name and address.

I have an installation appointment scheduled, will your Technician still visit my home?

As a result of the ongoing COVID-19 pandemic and the number of active cases within our service area, Cable Cable has implemented self-install procedures for many of our common service requests. As an essential service provider, we are committed to keeping our customers connected and supporting local communities to the best of our abilities throughout this challenging time.

However, the safety of our staff and customers is our highest priority. Limiting interactions within customer homes is necessary in order to help flatten the curve and follow social distancing guidelines.

These new self-install procedures will require your patience and cooperation as we navigate a new global reality together. There are many circumstances which can be resolved remotely via our Customer Support Team, and many service installations which you can easily perform on your own under the careful guidance of our skilled Service Technicians.

The process for arranging self-installation is quite simple:

  1. As always, customers can initiate an installation by contacting our Customer Support Team to request services and schedule an appointment. At this time, a member of our Support Team will walk you through a mandatory pre-screening questionnaire to ensure you and your family have not recently travelled or are experiencing symptoms of COVID-19.

  2. Next, Our Support Rep will work with you to schedule an appointment and will outline some of the self-install steps which will be necessary to effectively connect your service(s). Additional and more specific instructions will be provided to you throughout your appointment by the attending Service Technician.

  3. Our Support Rep will then send you an email which will include a handy visual guide to further assist you throughout your self-install process. This guide will help to ensure you and our Technicians are using the same terminology for equipment throughout the process. The same email will also include an important self-install agreement which you should carefully read and return to the Support Rep following the provided instructions. This will indicate your acceptance of the agreement.

  4. Once these steps have been taken, you are ready for your self-install appointment. A Cable Cable Service Technician will arrive at your home on the scheduled date and time to provide you with the necessary equipment and walk you through a step-by-step process for installing your service(s).

There may be some cases where a Technician is required to enter your home, and these circumstances will be determined at the discretion of the Technician when they arrive onsite. In these cases, our Technician is required to wear a mask. We ask that you also help protect yourself and our staff by wearing an appropriate face covering. If you do not have a face covering on hand, our Technician will provide you with a complimentary disposable mask. We also ask that you follow recommended social distancing guidelines throughout your appointment.

We appreciate your understanding and patience as we try to navigate a balance between protecting all parties and providing you with great service.

One of my services isn’t working properly. What is the best approach for fixing this issue?

There are many circumstances which can be resolved remotely via our Customer Support Team available seven days a week at 866.887.6434 or hello@cablecable.net.

Limiting interactions within customer homes is necessary in order to help follow social distancing guidelines.  We will continue to asses service issues on a case-by-case basis, and where an onsite repair is required every effort will be made to restore service from the exterior of your home.

Prior to scheduling a service repair, a member of our Support Team will walk you through a mandatory pre-screening questionnaire to ensure you and your family have not recently traveled or are experiencing symptoms of COVID-19.

Are you offering any free TV content throughout the COVID-19 pandemic? How can I stay informed about this?

Yes! A wide range of family, lifestyle, and entertainment channels have been available on free preview for subscriber enjoyment throughout the pandemic.  You can find a list of the channels currently on free preview via channel 01 on your TV Guide or through our free previews webpage.

When will your 2020 rate increase come into effect?

Cable Cable has been serving the Kawarthas for over 35 years, and we appreciate the special relationships we have built with our loyal customers.   

In March, we reached out to inform you that the monthly rates of many Cable Cable packages would be increasing effective May 1st, 2020.  However, due to the ongoing COVID-19 pandemic, we will be postponing this rate increase until September 1st, 2020.  

We understand that you and your family may be facing uncertain hardships and we hope that this small gesture will help provide some relief during this incredibly challenging time. 

I’m working from home/social distancing and using my internet much more now. Will my monthly bill amount increase?

No. All Cable Cable internet packages are unlimited. This means there are no data caps or overage fees associated with increased subscriber usage. If you are working from home or practicing social distancing you can stream, game, browse, and socialize with no impact to your budget.

Where can I find your latest company statements and media releases relating to the COVID-19 pandemic?

You can always find any company statements and media releases on the “Cable Cable in the news” page of our website. Click here to visit that page.