Tips & Procedures to manage your
BroadConnect Canada account
All Technical Support Issues
1. Our expert support staff have the tools and training required to resolve all technical support issues regarding your BCT products, services, and hardware. We are available 24/7 365. Pease contact our support department by the following:
Phone: 1.877.228.6616 option #3
Chat: www.broadconnect.ca – activate chat box
1.1. For the fastest service, it is better to email your issue to email@example.com as you will receive a response directly from the BroadConnect Canada’s Support Department with your ticket number.
1.2. When you’ve received a ticket #, you may then call in to support and reference that.
1.3. For Moves, Adds, and Changes, please contact your account manager, use the chat function or email firstname.lastname@example.org.
Billing and Day to Day Concerns
2. For all billing questions or concerns, please email email@example.com and include the following details:
Account Number (BC#)
Detailed description of Question, Concern, or Issue
Account Cancellation or Contract Disputes
3. Unfortunately, BroadConnect Canada is not able to accept or process any cancellation of service via chat, account manager, or verbal (in person or over the phone). Written notice is needed to initiate the cancellation process. All cancellation requests must be submitted by email to firstname.lastname@example.org with reason for cancellation and your identifying BC#.
3.1. When a company emails email@example.com with their issue or concern, the BroadConnect Canada billing team will reply with any penalties as per your original or renewed contract terms.
3.2. You may refute the charges by listing your concerns in an email to firstname.lastname@example.org.
3.3. The BroadConnect Canada billing team will reply to your concerns and attempt to mitigate.
3.4. If you are still dissatisfied with your outcome, you may ask the member of the billing team to escalate the issue to our Executive Resolution Manager.
3.5. You will receive an email reply and/or call within 3 (three) business days from the day following your request for escalation.
3.6. If you are still not satisfied after the BroadConnect Canada dispute process has completed, please note that you can contact The Commissioner for Complaints for Telecommunications Services.
3.7. The Commission for Complaints for Telecom-television Services (CCTS) CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you.
To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687