Do you have a question or would you like more information? Write to us and a member of our team will get back to you as soon as possible.
- Phone
- 418 748-7676
- info@netfib.com
Frequently asked questions
Activation
Will I receive a confirmation?
Yes. You will receive a confirmation email with the details of your service, your installation and the activation date.
How will my service be activated?
Your service is activated on the date you select when ordering, provided that no competing service is still active.
Switching providers (Internet and phone)
Can I keep my phone number?
Yes, your number can be transferred. We can add an IP phone service to your plan. Just ask our customer service team.
How do I cancel my service with my previous provider?
This step is on your side: you must contact your current provider yourself to let them know that you intend to switch providers.
Can NetFib replace my current provider?
Yes, absolutely, if you are within our coverage area.
Ordering and payment
What payment methods do you accept?
We accept credit card payments upon receipt of your invoice. Automatic withdrawals will be available soon.
How do I order a NetFib service?
- You can fill out the sign-up form.
- Or call us at 418 748-7676.
Billing and customer account
Can I temporarily suspend my service?
Yes, you can suspend your service for a set period (under certain conditions). Contact our customer service team to learn more.
Can I change plans?
Yes, you can change plans on request, according to the terms of your subscription. Restrictions may apply if you took advantage of a promotion that mentioned them.
Where can I see my invoices?
Your invoices are sent to you automatically by email every month.
Installation
Does someone need to be home for the installation?
Yes, an adult must be on site if a technician comes to your home.
What installation options are available?
If your home is already connected to fibre:
- Option 1: self-installation with your own router.
- Option 2: self-installation with a router provided by NetFib.
- Option 3: a technician installs the service at your home (flat fee of $50).
If your home is not yet connected to fibre, connection fees may apply. They will be indicated when you order.
Services and availability
Are there areas of the James Bay territory that NetFib does not cover?
Yes: the community of Chisasibi and the cottage areas on the outskirts of Chapais and Chibougamau.
Are you available in my area?
Our service is available throughout the James Bay territory served by the Eeyou Communication fibre network. Write to us at info@netfib.com for more information.
What services does NetFib offer?
We offer high-speed fibre-optic Internet and IP phone services, for homes and businesses. Our network is designed for performance, reliability and simplicity.
Support and assistance
Do you follow up after the installation?
Yes. We check that you are satisfied after activation and remain available for any technical question or adjustment.
What should I do if I have a problem with my connection?
Our technical support team is available by phone or email. We act quickly to make sure you are satisfied. If we plan a maintenance outage, you will be notified in advance.
IP phone
Do I need a technician for the phone service?
No, unless you request one. Our devices are ready to use and come with simple installation instructions.
Do you provide the telephones?
Yes, we offer IP phones at a preferred price. You can get them directly when you order.