conversion
Your browser's cookie functionality is turned off.
Please turn it on ?
 

RESIDENTIAL FAQ

GENERAL AND MOST FREQUENTLY ASKED QUESTIONS

How do I sign up to any Distributel services?
Signing up for our services is easy and available in several ways. For Internet products, you can subscribe online once the availability verification process is completed. Alternatively, you can complete the order form and an agent will contact you within 48 business hours or you can contact our Customer Service directly. For online subscriptions, you will need to make your first payment either by credit card via your bank account. For subscriptions by phone, you will need to set the first payment either by credit card during your phone conversation or by money order attached to your signed purchase order. The first payment includes an activation fee and covers the initial service period.

Do I have to sign a contract for a fixed term when I subscribe to any Distributel services?
No. All Distributel services are offered on a no term contract, giving you more flexibility. Since our plans are payable one month in advance, please advise us 30 days beforehand if you would like to cancel your service.

Does Distributel charge any termination fees when cancelling services?
No. As all Distributel services are offered on a no term contract, there are no termination fees as long as rental equipment is returned in good condition.

What methods of payment are available?
For most of our services, we collect by pre-authorized withdrawals. This means that the amount is deducted from your bank account or from your credit card on a monthly basis. Pre-authorized debiting allows us to keep your rates lower and eliminates the hassle of paying by cheque. Other methods of payment may be available for certain services such as a 6 to 12 months invoicing on flat rate services.

Will I receive an invoice each month?
You will only receive an invoice if you’re on per minute Long Distance plan, accept collect calls or surpass your download limit depending on your Internet plan. Otherwise, you won’t need to receive an invoice as your monthly payments will stay the same.

When does pre-authorized debit payment happen?
Distributel customers in Ontario, Alberta and British-Columbia are automatically debited on the 4th of each month while customers in Quebec are debited on the 15th of each month.

How can I update my credit card or banking information for pre-authorized debits?
You can call our office and update the information over the phone with one of our agents. We may require that you send in further documentation. You may also update your information in the Customer Centre section of our website in the My Account section. Please note that we may require you send a specimen either by mail or by fax to validate the information.

How long will it take for my high-speed Internet connection to be installed?
The typical activation time for our Internet services is 10-20 business days after we receive your initial payment.

How long will it take for my Home Phone service to be installed?
The typical activation time for our Home Phone service can take up to 5 business days after we receive your initial payment. As soon as you’ve received your equipment, you will be able to start using your phone.

What are the different types of home phone service available through Distributel?
Distributel offers 3 types of residential home phone services.
-The Basic Home Phone with no options
-The Complete Home Phone includes 8 popular calling features:

  • Call Display
  • Call Forwarding
  • Caller ID Block
  • Call Waiting
  • Visual Call Waiting
  • Speed Dialling
  • Voice Mail
  • 3 Way Calling
- The Complete Home Phone Canada includes the 8 popular calling features as well as Unlimited calls to Canada.

How long will it take to activate my Distributel Long Distance plan?
The service will be activated within 24 hours of receiving your request. However, the activation of the Equal Access service option can take up to 5 working days.

How do I contact Distributel Technical Support?
You can dial 6-1-1 from your Distributel Home Phone service or the toll-free number from our Contact Us page.

Is there something wrong with my Internet if I’m having problems playing Xbox/PS3 and I keep getting disconnected?
These disconnects are caused by the VoIP Gateway not properly recognizing that the Xbox Live or PlayStation network connections are still active and disconnecting them. This is easily rectified by turning on DMZ in your VoIP Gateway or router. This setting is able to resolve the majority of issues with frequent in-game disconnects for Xbox360 and PS3. If you are using a router, configuring the DMZ to point to the router's IP address usually resolves these issues, otherwise point it at the console's IP address. For help configuring your Distributel equipment with DMZ, please do not hesitate to contact us. For help configuring your wireless router or console, please contact your manufacturer’s support team.
ROUTER SUPPORT:
D-Link : 1-800-361-5265
Linksys : 1-800-326-7114
NetGear : 1-888-638-4327
Belkin : 1-800-223-5546
AirLink : 1-888-746-3238
SMC : 1-800-762-4968
TrendNet : 1-866-845-3673
TP-Link : 1 866-225-8139
Cisco : 1-800-553-6387
Apple Airport : 1-800-263-3394
Dynex : 1-800-305-2204
Ultra Speed : 1-800-255-8048
If your manufacturer is not listed, please refer to your router’s documentation.
CONSOLE SUPPORT:
PlayStation: 1-800-345-SONY
XBOX: 1-800-4MY-XBOX

↑ Go back up

 

PHONE SERVICE FAQ

How does the Distributel’s Home Phone service work?
Distributel’s Home Phone service uses your high-speed Internet connection to deliver your phone service. As you would with a traditional telephone network, you can call anyone who has a conventional phone service, an Internet-based phone service line, or a cellular phone.

Do I need a specific telephone to use Distributel Home Phone service?
You need a touch tone phone to use this service.

Can I use my own jacks to connect my phone?
You will have to use the single jack we provide you to connect your phone and your Internet. Since our phone service uses the Internet, you will need to connect your primary phone to the voice gateway that will be provided to you. If you wish to have more than one phone device available, we recommend the acquisition of Multi handset Cordless phones, which can accommodate up to 5 telephone devices per single phone jack, depending on the model you choose.

Does my computer have to be on for me to make calls?
No. Only your modem and the Distributel adapter must be on to make or receive calls, Distributel’s Home Phone service doesn’t use your computer.

How do I access my voicemail?
To access your voicemail from your Distributel Home Phone, dial *98 followed by your PIN (which is, by default, your 7-digit account number) and the # key. If your account number is less than 7 digits, then simply add zeros in front for a total of 7 digits. To access your voicemail when you’re away from home, dial whichever access number is local to you and follow the recorded instructions.

Can I keep my current phone number?
Yes, you may be able to keep your current telephone number. Please contact us to verify the service availability in your area.

Can I take my Distributel Home Phone service with me when I travel?
Yes. As long as you have access to high-speed Internet, you will be able to use your service. It is recommended that you first check the domestic laws of the country you are visiting to make sure that using Voice over Internet Protocol (VoIP) technology does not violate any regulations. Secondly, please contact Distributel's Technical Support prior to your departure as your equipment may need to be configured.

Can I speak on the phone and use the Internet at the same time?
Yes! You will be able to use your service without restrictions to make or receive calls while you are enjoying surfing the Web.

Does Distributel offer a 7-1-1 service for hearing and speech impaired people?
Message Relay Service (7-1-1) is available to Distributel Home Phone customers. Please call us for more details.

Are 9-1-1 Emergency Services available with the Distributel Home Phone service?
Yes, the Distributel Home Phone service provides access to 9-1-1 Emergency.
There are some differences between the 9-1-1 service dialled from your new Distributel Home Phone service and the traditional 9-1-1 service. When you dial 9-1-1 from your Distributel Home Phone service, our emergency service operator will answer your call. Our operator will verify that you are still located at the address you have registered with Distributel.
If you are still at this location, our operator will transfer your call to the appropriate emergency agency. If you have moved your Distributel Home Phone service equipment, you will need to provide our operator with your current location. They will determine the appropriate emergency agency and then transfer your call accordingly.
If you will be away from the service location that you registered with Distributel for an extended period of time and you will be taking your Distributel Home Phone service with you, we recommend that you update your user profile to ensure that the appropriate address is on file in the event of a 9-1-1 emergency call. This process may take up to 5 business days. Please contact one of our customer service agents to make any changes to your 9-1-1 profile.
Please note that there may be an additional delay to transfer your emergency service call to areas not served by traditional 9-1-1.
If you dial 9-1-1 when you are outside of Canada or of the United States, our emergency service operator will advise you to hang up and find a local phone and dial the appropriate emergency number (it may not be 9-1-1).
WARNING: Power disruptions or failures, Internet Service Provider (ISP) outages or unavailability and tampering with equipment will also prevent dialling to emergency service numbers including 9-1-1.

Will my Distributel Home Phone service work if the power goes out?
No. Unless you have a back-up power source in place, your modem, router, home network and Internet Voice Gateway will not work in the event of a power outage.

What kind of Internet connection do I need to use the Distributel Home Phone service?
We recommend that your high-speed Internet connection have a minimum speed of 2 Mbps to ensure the quality of your Home Phone service.

Can I send a fax over the Distributel Home Phone service?
Yes! The service will work with all types of Cable, DSL or FTTN high speed Internet. Please ensure that the connection is stable before sending a fax, in order to ensure its transmission.

What is included in the Distributel Home Phone service starter kit?
The material included in your kit varies depending on the type of service you selected. Please refer to installation guide in the customer center section, and download the corresponding guide.

Does the Distributel Home Phone service work with a wireless Internet connection?
No, you must connect the Internet Voice Gateway to your high-speed modem with a network cable in order for the service to function correctly. Refer to the installation guide for further details.

Can I have more than one phone number with Distributel in the same house?
Yes, you can have two phone numbers but you’ll have to pay for each line you have.

Can I change my phone number?
Yes, but there’s a 25$ charge if you decide to change your phone number.

↑ Go back up

 

GENERAL INTERNET ACCESS FAQ

Where are Distributel’s high-speed Internet services available?
Distributel’s high-speed Internet services are currently available in the provinces of Quebec, Ontario, Alberta and British-Colombia. Feel free to contact our Customer Care team to verify if the service you’re interested in is available near your location and to learn more about our expanded coverage. Or you can check the availability of the service directly on our website.

If I sign up for Distributel’s high-speed Internet service, do I need to advise my current provider to notify them of the change?
Yes, you will need to cancel your current service in order to ensure that you are no longer charged by that Internet service provider.

Can I use my own modem when I subscribe to any high-speed Internet services with Distributel?
No, you are required to rent or purchase a modem from us when signing up for one of our high-speed Internet services. The modem must be returned if the service is cancelled otherwise charges may apply.

What is Usage-Based Billing?
Usage-Based Billing (UBB) is a billing model where charges correspond to how much data a customer downloads each month. Some Internet services specify a monthly download limit and any time that limit is exceeded, the usage-based charge is applied. The charges typically range from $2/GB to $4/GB. With Distributel’s high-speed Internet, you can enjoy unlimited downloads and no usage-based billing in our Ontario, Alberta and British-Colombia service areas. In Quebec, we offer both capped and unlimited plans. To learn more about Distributel’s position on UBB, click here.

How fast are Distributel’s high-speed connections?
A variety of download and upload speeds are available depending on your location and the type of service you select. For more information on speeds, please visit our Internet product page. Speeds may vary depending on distance, internal wiring, signal strength and the amount of users connected within your geographical location at the same time.

What is included in my Distributel Internet service starter kit?
Depending on the type of service you chose, the equipment included in your package may differ. Please consult the Setup Guides section of the Customer Centre and download the guide which corresponds to your service(s) to have the list of items that should be sent to you.

What system requirements are necessary to use the high-speed Internet service on my computer?
• Operating system: all versions of Windows, Mac OS, and Linux* released over the past fifteen years
• Processor: 166 MHz and above
• RAM: 32 MB
• Disk space: 30 MB
• LAN card and Ethernet adapter
• Video card
*Please note that while Distributel high-speed Internet will work on Linux, it is not supported by our Technical Support team.

↑ Go back up

 

DSL INTERNET ACCESS FAQ

Is Distributel’s DSL high-speed Internet service available in my area?
To find out, please contact our Customer Service or you may verify and sign up online.

Is there a data transfer limit?
With Distributel's DSL Internet, there is no limit to the amount of data you can transfer. However, unlimited data transfer is subject to change with notice.

What kind of work is involved in installing DSL high-speed Internet service?
Very little. Our DSL service uses a modem connected to your existing telephone line. You simply have to follow the easy steps described in your DSL High-Speed Internet Service Setup Guide.

What do I need to access Distributel’s DSL Internet service?
You need a computer with a LAN card and an DSL modem (supplied by us). We do not supply LAN cards, but most computers manufactured during the last ten years are equipped with one.

Can I connect more than one computer to my Distributel DSL Internet service?
Yes, but you will need a router. Usually only one computer at a time can be connected to the modem, but a router (wireless or not) enables you to connect more than one. However, we do not offer technical support for router installation or use.

↑ Go back up

 

CABLE INTERNET ACCESS FAQ

Is Distributel’s cable high-speed Internet service available in my area?
To find out, please contact our Customer Service or you may verify and sign up online.

Is there a data transfer limit?
There is no limit to the amount of data you can transfer over your cable connection (with the exception of the province of Quebec). However, unlimited data transfer is subject to change with notice.

How difficult is it to install Distributel cable high-speed Internet service?
In certain situations, a cable technician may be required to travel to your home to connect the high-speed Internet to your cable modem. If necessary, our Customer Care team will book an appointment that fits your needs morning, mid-day, afternoon or evening, 7 days a week (subject to availability). Once the connection to the modem is complete, you simply have to follow the easy steps described in your Cable Setup Guide to begin surfing the Web!

What do I need to access Distributel’s cable high-speed Internet service?
You need a computer with a LAN card and a cable modem (supplied by us). We do not supply LAN cards, but most computers manufactured during the last ten years are equipped with one.

Can I still subscribe to Distributel’s cable Internet service if I have a high-speed DSL Internet service with another provider?
Yes, it is possible. An agent will verify the availability of the cable Internet service at your location.

Can I connect more than one computer to my Distributel's cable high-speed Internet service?
Yes, but you will need a router. Usually only one computer at a time can be connected to the modem, but a router (wireless or not) enables you to connect more than one. However, we do not offer technical support for router installation or use.
NOTE: If you have subscribed to Distributel's Home Phone service alongside the cable Internet service, you are supplied with a Wireless Internet Voice Gateway. You can then install wireless home networking at no extra cost allowing you to connect multiple computers to your Internet connection.

↑ Go back up

 

DIAL-UP INTERNET FAQ

How fast is Distributel’s Dial-Up connection?
Speeds may vary depending on the modem you're using but generally speeds can reach up to 56 kbps.

Is Distributel’s Dial-Up Internet service available in my area?
To find out, please contact our Customer Service.

Is there a data transfer limit?
No! There is no limit to the amount of data you can transfer if you choose the unlimited plan.

What kind of work is involved to install the Dial-up Internet service?
None! The installation CD will take care of setting up your Dial-Up connection.

What is included in Distributel’s Dial-Up Internet starter kit?
The Dial-Up starter kit includes the installation CD-ROM with our Web Accelerator.

What are Distributel’s server names? (SMTP, POP and DNS)
Note: Always use lower case.
Domain name: www.distributel.net
IMAP: imap.distributel.net
POP Server: pop.distributel.net
SMTP Server: smtp.distributel.net
Primary DNS: 209.197.128.2
Secondary DNS: 209.197.128.5
For hosting Web site only
Primary Host Name: cns1.distributel.net
Secondary Host Name: cns2.distributel.net

What do I need to access Distributel’s Dial-Up Internet service?
You need a computer with an internal or an external Dial-Up modem and a telephone line capable of making outbound calls to a local dial-up telephone number.

Can I connect more than one computer to my Distributel Dial-Up Internet service?
No, it is not possible to connect multiple computers to a single Dial-Up connection.

What is the maximum speed of Distributel’s Dial-Up Internet service?
* Download: 56 Kbps
* Upload: 33.6 Kbps or 48.0Kbps using a digital modem (V.92)

What is the Web Accelerator Internet service?
The Web Accelerator Internet service is a superior software application that enhances your Dial-Up Internet experience.
* Compared with regular dialup access, it will display the page you land on up to 14 times faster
* Web Accelerator is exclusive to our Internet access clients.

What system requirements are necessary to use the Dial-Up Internet service on my computer?
• Operating system: all versions of Windows, Mac OS, and Linux released over the past fifteen years
• Processor: 166 MHz and above
• RAM: 32 MB
• Disk space: 30 MB
• Internal or External dialup modem
• CD-ROM reader
• Video card

What types of content does the Web Accelerator speed up?
The Web Accelerator increases the downloading speed of the following elements:
* Text
* HTML
* XML
* Javascript
* E-mail
* Pictures (.jpeg, .gif)
* Flash
* Style sheets
Web Accelerator speeds up file downloads over FTP. It does not speed up file downloads (over file sharing programs) and HTTPS (secure web sites).

What operating systems or platforms can the Web Accelerator be installed on?
PC:
Windows Operating Systems:
* Windows 98
* Windows 98SE
* Windows Millennium Edition
(Windows ME)
* Windows NT 4.0 Service Pack 6
* Windows 2000ac
* Windows XP
* Windows Vista
* Windows 7
* Windows 8
Web Browser:
* Internet Explorer 5.0 (or later)
* Netscape 8.0 (or later)
* Firefox 1.0 (or later)
* Opera 8.0 (or later)
* Safari 1.0 (or later)
* Chrome (all versions)
Apple computers:
Macintosh Operating Systems:
Acceleration up to 7 times faster only.
* OS X 10.2 (or later)
Web Browser:
* Safari 1.0 (or later)

What is V.92 technology?
This technology permits you to see incoming calls and to answer them while you are connected via dial-up to the Internet. A window opens on your screen indicating incoming phone calls and gives you the opportunity to answer them or to continue surfing.
To use this service, you must have call waiting from your home phone service provider and have a V.92 compatible dial-up modem.

↑ Go back up

 

E-MAIL FAQ

How can I send and receive emails from Distributel Webmail?
Simply visit http://webmail.distributel.net and log in.

What’s my Distributel Webmail username?
Your username is your Distributel email address.

What should I do if I’ve forgotten my password?
If you’ve forgotten your password, simply call our Customer Service – we’ll be happy to help! For security reasons, we can’t divulge your password via email.

If I’m already using a Distributel.net email address with a local mail client (such as Outlook), how do I get started with Distributel Webmail?
In order to switch to Distributel Webmail or to use your local mail client (such as Outlook) and Distributel Webmail interchangeably, you will need to switch your mail configuration from POP3 to IMAP. Simply select your mail client from the list provided and follow the easy, step-by-step instructions. Before getting started, make sure to have your username and password in-hand. Once you’ve switched your configuration to IMAP, simply visit http://webmail.distributel.net and log in.

If I don’t want to use the Distributel Webmail, what information do I need to configure my email software?
Regardless of the email software you choose, they often require the same information about your account:
* Email address: This is your user name followed by @distributel.net (Ex. john@distributel.net)
* Username: This is the nickname you choose when subscribing to Distributel. Must be between two (2) and ten (10) characters long.
* Email password: This is the password you choose when subscribing to Distributel. Must be between six (6) and sixteen (16) characters long.
* Incoming (IMAP) mail server: imap.distributel.net . This is the name of the server that receives your email.
* Outgoing (SMTP) mail server: smtp.distributel.net . This is the name of the server that sends email for you.
* Display name: This is the name, like John Smith or Dr. Smith, that others will see when they receive your email.

How do I change my email password?
There are two options available to you. You can click on the Webmail Internet Password Change link within the Customer Centre area of this website and fill out the form. Or, you can contact Customer Service and request that your email password be changed. These changes usually take effect within 24-48 hours.

How do I add or remove an email address?
All of our Internet services come equipped with up to 5 distinct email addresses. In order to add or remove an email address you must contact Customer Service and request for this change to take effect.

↑ Go back up

 

LONG DISTANCE PLANS FAQ

How long will it take to activate my Distributel Long Distance plan?
The service will be activated within 24 hours of receiving your request. However, the activation of the Equal Access service option can take up to 7 business days.

What are Distributel Access Codes?
Access Codes are 10-digit telephone numbers that must be dialled before the long distance number that you want to call. The access code provides access to the Distributel network so that you can enjoy our low rates.

What access number should I be dialling to use my Distributel service?
Consult our list of local Access numbers for Long Distance and Calling Cards.

Can I make a long distance call without dialling an access number?
Yes, we offer an Equal Access service which allows you to simply dial 1 followed by the area code and number you wish to dial.
NOTE: This service is only available to customers with Bell land lines. If you have a Distributel Home Phone, Equal Access is included free of charge.

Are there times when the service is limited?
No, our long distance plans are in effect at all times.

What calls are considered as local and what calls are considered as long distance?
We use the same local calling areas as elsewhere in the industry. To find out whether a call is local or long distance, go to http://www.localcallingguide.com/.

Are certain areas in Canada or the US excluded from the Canada/US Long Distance plan?
No, both countries are completely covered, including Hawaii, Alaska, Yukon, Nunavut and the Northwest Territories.

Are unused Cosmo plan minutes transferable from one month to another?
No, minutes are reset on the first day of each month and/or the fifteen of the month in Quebec.

What happens when I use up my entire Cosmo plan minutes allocated for one month?
Additional minutes will be billed at a rate of only 3.5 ¢ a minute.

Am I required to make any arrangements with my current long distance carrier when I sign up for Distributel services?
No, our services can be used in conjunction with other long distance services. When you dial your local Distributel access number, you are choosing to place a call on our network. Other long distance providers have various fees associated with their long distance plans (such as monthly minimums or network fees). You may wish to review your long distance bill to ensure that you are not paying for anything you don't need.

How do I make a long distance call using the Distributel network?
A) Without the Equal access service:
Just follow these easy steps:

1. Dial your local access number from a touch-tone phone.
2. Wait for the dial tone.
3. Dial the destination number including the area code but without the 1.
Notes:

* If you have a plan that offers reverse calling, people will have to dial the local access number in their respective region to reach you.
* The telephone numbers that begin with 1-555, 1-800, 1-866, 1-877, 1-888, 1-900 and 1-976 are not accessible through us and must be dialled direct.
* Our system has built-in diagnostic messages, so if you do make a mistake in dialing, the system will attempt to inform you of what happened.
B) With the Equal access service:
Just follow these easy steps:
1. Dial 1.
2. Dial the area code.
3. Dial the destination number.
Notes:

* This service is not available for use with a cellular phone.

How do I know that the Equal access service has been activated on my phone line?
To verify that our service has been activated, please dial 1-700-555-4141 from your phone line. A recorded message will inform you who your current long distance provider is. If the line has been activated with us you should hear Distributel. Please note it may take up to 5 business days to process your order. Once you have confirmed that we are your long distance provider, you can begin placing calls directly instead of dialling an access code.

Will I get any busy signals?
Our equipment is constantly monitored and upgraded. We design our network to provide the same grade of service as Bell Canada, which means that we provision for our busiest time of day. As a result, it is unlikely that you will encounter any busy signals when using our service.

Can I use Distributel Long Distance services with my cellular phone?
Yes, you can use your cellular phone with our long distance services. Visit our Mobile page to learn how to place a long distance call from your cellular phone.

↑ Go back up

 

CALLING CARDS AND PER MINUTE PLANS

How do I order a Distributel Calling Card?
To obtain a Distributel Calling Card, please contact one of our Customer Service agents or simply fill out a sign-up form from our website. The card will be sent to you by mail.

How do I use the Distributel Calling Cards?
Just follow these four easy steps:
1. Dial the Distributel toll free number. Wait for the dial tone.
2. Enter your authorization code. Wait for the dial tone.
3. Dial the destination number. Wait for the dial tone.
4. Enter your personal identification number (PIN).

What is the coverage area for the Calling Cards?
The Canada/USA Calling Card lets you make calls to Canada and to the United States. Cards must be used from telephones lines within Canada or within the United States.
The International Calling Card allows you to place calls to anywhere in the world for only 10¢ a minute plus the Distributel Long Distance rate that applies but cannot be used while overseas.

What are the Calling Cards rates?
The rate per minute is 10 cents for all calls to and from Canada and the United States at any time. For overseas calls, you simply add this rate to the regular overseas charges for all calls worldwide. View Distributel's International Per Minute rates.

↑ Go back up

Frequently asked questions about new area code 825 in Alberta

  • Who is responsible for the introduction of new area codes in Canada?

  • These measures are the result of decisions by the Canadian Radio-Television and Telecommunications Commission (CRTC). Local telecommunications companies are responsible for implementing the changes.

  • What is the new area code in the 403/587/780 area?

  • The 825 area code will be introduced in the region now served by 403/587/780 in Alberta with an overlay method.

  • When will the new area code be introduced?

  • Gradually, starting on April 9, 2016, depending on demand.

  • Will all new numbers after April 9, 2016 have the new area code?

  • No. Numbers will continue to be assigned with the area code 403, 587, and 780 as long as there are available in your local area.

  • When will it be possible for businesses to reserve new numbers in area code 825?

  • The Canadian Numbering Administrator (CNA) will assign blocks of new numbers to telecommunications carriers only when all numbers in the existing area code have run out. For more details, companies should contact their telecommunications provider.

  • What is the “overlay method”?

  • The overlay method simply involves adding a new code to the geographic region served by existing area codes. The four area codes will co-exist, providing for a substantial increase in available telephone numbers in the region without affecting existing numbers.

  • Will there soon be a shortage of numbers in other area codes?

  • Yes. Many area codes will reach capacity over the coming years.

  • Will local calling areas remain the same?

  • Yes. Introducing a new area code does not affect local calling areas in any way.

  • Will current phone numbers change?

  • No. Your current phone number will not change.

↑ Go back up

TELEVISION

  • Where is the television service available?

  • Our TV service is available in Gatineau, Montreal, Quebec City, Sherbrooke and the surrounding areas, Toronto, Hamilton/Niagara, Oshawa, Kitchener, Ottawa, London, Windsor and their surrounding areas. Feel free to contact our Customer Care team to verify if the service you’re interested in is available near your location. Or you can check the availability of the service directly on our website. We are constantly looking at expanding our service area, in and beyond both Ontario and Quebec.

  • If I sign up for this television service, do I need to advise my current provider to notify them of the change?

  • Yes, you will need to cancel your current service in order to ensure that you are no longer charged by your Internet and/or TV service provider.

  • Can I use other providers for Internet access to get this TV service?

  • No, Internet access from Distributel is required. Our Internet and TV package has been created to optimize your entertainment experience at rates that will save you money.

  • What is your channel lineup?

  • There is an Ontario lineup and a Quebec lineup. Some channels may not be available in all areas. You will find links to the channel lists here (Ontario - Quebec).

  • What equipment is required, is it WiFi and how much does it cost?

  • Distributel currently uses the Entone Kamai 500 Set Top Box (STB). The data sheet and product manual can be downloaded from here (data sheet - product manual).
    A SmartRG 4-port router and power line adapters will be provided as needed, and are included in the equipment pricing (purchase for $199.95, rent for $9.95/month or rent-to-own for 18 months at $11.95). The routers that Distributel provides have wireless capability.
    The user guide for our television service can be downloaded here.

↑ Go back up

  • Can I use my own equipment when I subscribe to a television service from Distributel?

  • No, you are required to rent or purchase equipment from us when signing up for a television package. Rental equipment or equipment for which the rent-to-own period is incomplete must be returned if the service is cancelled otherwise charges may apply.

  • How can I take advantage of the Set Top Box (STB)’s PVR functionality?

  • You’ll need to connect a USB 2.0 or USB 3.0 hard drive to the STB. A dedicated hard drive (SSD or HDD) with sufficient storage space for your needs is recommended. On first use, you will be prompted to format the hard drive to work with the STB. You can get instructions on setting up a hard drive here.

  • How much recording capacity should I plan for?

  • A recording in High Definition (HD) will use approximately 1.2 GB for a 30-minute recording, and 2.4 GB for a 60-minute recording, when streaming at an average rate of 5 Mbps. A recording in Standard Definition (SD) will use approximately 300 MB for a 30-minute recording, and 590 MB for a 60-minute recording.

  • Can I use an SD card, like the one I use for my camera, or a USB stick, instead of a hard drive?

  • SD Cards and USB sticks do not have the capacity to function reliably with our TV service. For the optimum viewing experience, Distributel recommends sourcing an appropriately-sized external hard drive.

  • How many simultaneous recordings can be done?

  • You can record 2 channels while watching a 3rd program. The DVR functions are controlled by the set top box remote control. You can download the manufacturer’s guide for the remote control here.
    You can select & click a program to record using the guide, or you can schedule a future event.

  • Are there parental controls?

  • There is a Parental Controls feature (accessible through the Settings menu) allowing you to control the programming available in your home. When parental controls are enabled, any restricted programming is blocked from view.

↑ Go back up

  • What are your expansion plans?

  • Distributel is looking to expand its TV service within the current licensed territory and into the provinces of Alberta and B.C.

  • How long will it take for my TV service to be activated?

  • The typical activation time for your TV & Internet package is 10-20 business days after we receive your initial payment: this includes time required to process orders for Internet and for TV, and shipping of your equipment.

  • Are all my TV channels in HD?

  • All popular channels from major stations are offered in HD; some content is delivered in SD. (Ontario - Quebec)

  • Can I order more than one set top box (STB) with this TV service in the same house?

  • Yes, you can have up to 4 STBs but you’ll have to pay for each STB ordered. Your only other limitation will be your high speed internet connection. You need to assume at least 5Mbps for each STB. For example, if you are signing up for the Unlimited Internet 15 and TV package, your ideal configuration would be 3 STBs maximum.

  • What kind of bandwidth would be consumed by this type of TV service?

  • We recommend minimum 5 Mbps for each set top box to ensure the quality of your HD programming. A minimum 1 Mbps would be used for SD content.

  • Can I change my television package after I am activated?

  • Yes, but there are fees associated with processing changes in speed, technology and device(s) required.

  • What is the warranty on the STB purchased from Distributel?

  • There is a 12-month warranty on devices purchased from Distributel, covering manufacturing defects.

  • Can I order pay-per-view content?

  • Pay-per-view and video on demand are not currently available, but we are actively trying to develop these features. Any updates will be posted to our website and will appear in advertising.

↑ Go back up

  • Will all channels be broadcast in 5.1 Surround Sound?

  • We make every effort to rebroadcast programming in its original audio format; any channel which is presented in 5.1 Surround Sound is available. You may need to adjust your audio devices for some channels.

  • Are bundle packages available (TV, Internet, Phone, Long Distance)?

  • Yes. Our television service always includes Unlimited Internet. Home Phone can be added on for as little as $9.95 per month and flat rate Long Distance plans can be added on from $7.95/month.

  • How does television from Distributel work?

  • The TV service is provided by Zazeen and it uses your high-speed Internet connection to broadcast TV programming using HLS technology. You can read more about HLS technology by clicking here.

↑ Go back up

Call

Customer Service
Monday to Friday 8:00 a.m. to 9:00 p.m.
Saturday 9 a.m. to 5 p.m.


1-877-301-4077

Join

Independent provider for Internet services, IP phones and long distance plans; Distributel is the human alternative to large companies, offering the ideal solution for your wallet.

Chat

Customer Service
From 10:00 a.m. to 6:00 p.m - 7 days a week
Technical support is not provided by chat


Chat with us 
Pixel