How does a transfer work?

Transfer Your Internet Service

If you are currently subscribed to cable internet service with another provider, it is possible to transfer your service.

There are two types of transfers:

• Transfer with a technician
• Transfer without a technician

Unfortunately, we do not decide the type of transfer you will have. That is determined by our provider. However, in either case, the transfer presents a huge advantage : it saves you from experiencing a long period without internet service.

How does it work?

All transfers start in the same way:

1. During your subscription, one of our representatives will check if the transfer of your internet service requires a technician visit or if it can be completed remotely. They will also arrange a disconnection date with you.
2. You will then need to contact your current provider as soon as possible to request them to disconnect your services on the agreed-upon date and to immediately send and/or process the disconnection request. If your provider does not fulfill your disconnection request, it could cause additional delays.
3. The next steps depend on the nature of your transfer (with or without a technician).

Transfer with a technician

If your transfer requires a technician visit, you will continue to have access to the internet until the day of your transfer.

Approximately 3 days before your installation date, you will receive an automated call and an email notifying you of the exact date and time slot for the technician’s visit.

On the day of the transfer, the technician will come to your place to:

• Check the signal status
• Ensure the wiring is in good condition
• Remove the security ring from your modem
• Install filters if necessary

After the technician leaves, you can connect your equipment. The service will be automatically activated within 3 hours.

Transfer without a technician

If your transfer does not require a technician visit, you will experience a service interruption. Don’t panic, it’s a good thing! When your internet stops working, it usually means your new EBOX connection is ready!

You will receive an automated call and an email notifying you that your installation is scheduled for the same day. This means your service has already been transferred.

You just need to connect your EBOX equipment. The internet service will be activated within 3 hours after connecting the equipment.