COVID-19 Updates

Cogeco takes steps to keep customers connected.

Get to know the steps Cogeco is taking

As the health and safety of our customers and employees remains our top priority, we are committed to meeting or exceeding the government’s directives during this crisis.

We’re here to help with your new daily routine.

New needs. New solutions.

Our customer service agents are available to adapt Internet, TV and Home Phone plans to better suit your needs, such as migrating to higher speeds.

New process for installations and repairs

If needed, our technicians can perform installation and repair services remotely without entering your home or with very minimal contact. You may also have the option to set up your services on your own with our self-install kit.

Keeping you connected is our first priority

Cogeco is committed to maintaining current regular rates for its existing customers (without any rate increase), and this for a period of at least six months.

Cogeco will show greater flexibility towards customers who are unable to pay their bills due to disruptions caused by the coronavirus pandemic. To help our customers find a flexible payment plan that fits their needs, our customers must proactively inform us of their inability to pay due to the COVID-19 pandemic.

How our field technicians are operating

Our field technicians play a critical role in the installation and repair of our services.

As part of the digital transformation Cogeco has been undertaking over the last year, we have been able to equip our technicians with various tools, such as interactive video support, which allow them to perform remote installations and troubleshooting for our customers.

See our new procedures

Our technicians are able to:

Perform a repair to keep a customer connected.
Set up a new connection whereby the installation will be done exclusively outside the home. The equipment will then be delivered to the home to continue the self-installation process.
Move an existing customer’s services to a new address (if the self-install option is not available).

Our technicians are not able to:

Add new equipment inside a customer’s home. (Only self-install equipment will be available.)
Make any wiring changes inside the home for additional outlets.

However, we are still here to support you, so you can be reassured that you will continue to receive the great customer service you have come to expect from Cogeco.

Get a glimpse of our colleagues’ work life

Everyone at Cogeco is working hard to #KeepYourWorldConnected, while staying safe at home. One of the perks? We have now met everyone’s kids and pets.

ZERO-CONTACT installation

Keep Your World Connected

Warehouse sanitary measures

Staying Connected: Cogeco and InnVest Hotels

Staying Connected: Rev De Ocampo, Cogeco Inside Sales Advisor

Staying Connected - Jessica Rupcich, Cogeco Account Executive.

Staying Connected: Fern Pinho, Network Operations Manager

#KeepYourWorldConnected

Follow the hashtag #KeepYourWorldConnected to get tips to enjoy your services, see more employee stories, and more.

A tool for everyone

Cogeco self-install

We offer a wide range of Internet, TV and Home Phone packages available for you to install yourself. Subscribe to one of our services and receive your self-install kit along with step-by-step instructional videos. You’ll be ready to go in just a few minutes.

See step-by-step videos

Already a client

My Account is your one-stop online tool to manage your Cogeco services and equipment. You can view and pay your bills, modify your channel selections and much more.

Visit My Account

Your most frequently asked questions, answered.

Yes. During this time of uncertainty brought about by COVID-19, it’s more important than ever for everyone to stay informed and connected from home. That’s why we remain committed to bringing you the quality services you need and have come to expect from Cogeco.

However, please be advised that as part of the effort to flatten the curve, and following recent announcements from the government, our physical stores will remain closed until further notice.

As COVID-19 continues to take over our lives and interrupt our everyday habits, it’s important to remember that while we work on keeping ourselves safe and secure, the same should be said for our online activities. We must all be vigilant to misinformation through criminal activities or phishing attacks using COVID-19 as bait through phone calls, pop-ups to download new apps or even emails.

At Cogeco, the safety and security of our employees and customers remain our top priority. That’s why we want to ensure you’re protecting yourselves while you’re online, whether you’re streaming movies, gaming or getting updates from loved ones. Below you will find tips and tricks to help you stay vigilant:

How a phishing scam might play out during COVID-19

Cyber attackers send an email, a text message or even make phone calls claiming to be from a legitimate organization with information about the coronavirus.

You may be asked or tricked into opening an attachment or clicking on a link to see something “very important,” “urgent” or “special” about the coronavirus. If you click the attachment or the link, you could be downloading malicious code onto your device.
You may be directed to a fake website that looks legitimate but, in fact, is aimed at stealing your credentials.
You may get a phone call asking you to share your personal information or send money somewhere. The consequences are the same: unauthorized access to your personal, financial and business data, unauthorized access to your device, loss of money, loss of your data, identity theft, blackmailing, etc.

What to do if you have been targeted

Check for “red flags” in the email:
- Look closely at the “From” and “To” fields:
  - Who is the sender and who are the recipients? Do you know them?
  - Make sure that the sender’s email address has a valid username and domain name.
- Do the date and time make sense?
- Look critically at the email’s content:
  - Is there any sense of urgency or does it sound “too good to be true”? Are there any typos in the subject or text?
  - Make sure that the URL shared in the email or message is spelled correctly.
- Examine any hyperlinks and attachments:
  - Are they relevant?
  - Type the URL in your browser directly instead of clicking the link in the email or message.
  - Hover your mouse over the link to check if it directs to the right website.
Make sure you’ve downloaded your 2 complimentary Cogeco Security licenses onto your home computers, available at no extra cost with your Cogeco Internet subscription.¹ This award-winning protection is updated in real time automatically to make sure you’re always protected from online threats.
Protect all of your family's tablets, phones and computers by signing up for Cogeco Security GO, which comes with unlimited licenses.¹
Apply updates to your personal devices, and update any apps you have.

Didn’t find your answer?

We’re here to help. See our FAQs section or call us at 1-800-267-9000.

We are here when you need us

Let me express for me and my husband (both over 70) our heartfelt thanks for your hard work at this time to keep our electronic connections operational. It makes a lot of difference to our self isolation to be able to keep in touch with friends and family members. Please express to all your staff our thanks for their continuing work under trying circumstances.

Diane and Rod King
Peterborough, ON

I received such good customer service from the representative. She was kind and helpful and came up with the best bundle for my needs.

Samantha Burtenshaw
Cobourg, ON

THANK YOU! You are the BEST customer service person I have ever had the privilege of dealing with in any situation! I hope Cogeco knows the value you bring to their business!

Teresa K-z
Thorold, ON

I have been with Cogeco for over 30 years. In the past I have had some problems, but their technicians have always been able to quickly find solutions to solve them. I have all of the channels that I like, as well as the Super Écran network. I recommend Cogeco to anyone who’s looking for a truly high-quality service. I am now retired and very satisfied with the services that I use daily. I hope that you will be too!

Denis Lacourse
Drummondville, QC

Hi, I felt I should write to thank the technician who came to re-set our TV service today. We were very pleased with his friendly attitude and
impressed with his knowledge. He took the time to properly set up our various remotes as well. It’s employees like him who keep us with Cogeco when other companies come calling.

Brian Stewart
Parry Sound, ON

Cogeco is simply the best!!! Wonderful service person!! Problem fixed within minutes. Thank you Cogeco!!!

Susan Routiffle
Ancaster, Hamilton, ON

¹ Certain conditions apply. All Internet packages include 2 free installations of Cogeco Security services for desktop and/or laptop computers. Cogeco Security GO with unlimited installations for computers, smart phones, tablets and other wireless devices is available at a regular price of $5.99/month. Visit cogeco.ca/securitygo for details.

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Our network combines optical fibre and coaxial cable. Available where technology permits. For personal and residential purposes only. Visit cogeco.ca for details. Photos are for illustrative purposes only.

A fee of $99 per technician visit for a standard installation or $20 if available for self-installation may apply. Supplementary installation fees may apply for additional work requested. A minimum commitment period corresponding to the offer and billed at the same address is required to benefit from these prices. Pre-authorized debit or credit card payment and service bundling on a single invoice may be required. A termination fee of up to $75 per service will be charged to customers who cancel their services before the end of the offer period.

INSTALLATION IS ON US

Limited time offer. Restricted to new customers and former customers who cancelled all of their services more than 6 months ago. Additionally, clients must purchase products or services on cogeco.ca with a minimum value of $75 before taxes.

The installation fee is calculated by offering a non-recurring credit of $99 for a standard installation or $20 if available for self-installation. Supplementary installation fees may apply for additional work requested.

10 years of guaranteed savings on UltraFibre 1Gig Unlimited Internet

Limited time offer. Restricted to new customers and former customers who cancelled all of their services more than 6 months ago. See details.

Customers must meet the minimum system and equipment requirements to reach the advertised speeds. The UltraFibre 1Gig Unlimited package delivers up to 1 Gbps download speed to the home (broadband). Customers will obtain up to 1 Gbps of total download speed through the combination of multiple devices including at least one wired connection (Ethernet) combined with one or multiple wireless drive connection to Cogeco’s 1 Gig modem. Up to 940 Mbps download speed can be achieved when connecting to one personal Internet device with one wired connection (Ethernet).

INTERNET

Additional charges will apply for exceeding the monthly data transfer capacity (GB) allowed for each specific Cogeco Internet package. See details. Download and upload speeds can vary with Internet traffic, remote peers, the customer’s network configuration, the use of wireless equipment and other factors. See details. All Internet packages include 2 free installations of Cogeco Security services for desktop and/or laptop computers. Cogeco Security GO with unlimited installations for computers, tablets and wireless devices is available at a regular price of $5.99/month. See details. Wi-Fi hotspots provide free and unlimited Internet access to Cogeco subscribers and limited access to non-Cogeco subscribers. See details. ULTRAFIBRE^®

EPICO

Cogeco EPICO service provides combined access to Cogeco TV and Internet services with a subscription to Cogeco TV, an EPICO 4K Box and a minimum subscription to the UltraFibre 60 Unlimited Internet package with an AC Wi-Fi modem.

Download speed, upload speed, signal and picture quality can vary with Internet traffic, remote peers, network configuration, the use of wireless equipment, the number of devices connected and other factors.

Channel availability may vary by region. Selected TV channels can only be modified once every 30 days. The channel lists for the pre-selected packages cannot be modified. Additional fees may apply for some channels and some channels may count for several choices. Viewing content at the time of broadcast, as well as recorded content, is restricted to Canada.

Channel availability for the Restart and Just Missed features may vary according to the content rights and viewing restrictions.

A separate subscription to Netflix^® is required. Counts towards customer’s Internet usage.

The EPICO app provides access to the TV channels included in the EPICO package to which the customer is subscribed. Some channels included in the EPICO package may not be available to watch out-of-home due to content rights restrictions. Viewing content is restricted to Canada.

On Demand requires a subscription to the TV package containing the associated digital channel. Purchased movies remain available as long as the customer is subscribed to the Cogeco EPICO service and as long as the title remains available in the On Demand library. Rented movies are available for the duration indicated on the screen.

Additional blocks of recording hours may be available to add with certain EPICO packages (up to 1000 hours of recording capacity). An EPICO package including an EPICO 4K Cloud PVR is required to download and view TV recordings in and out-of-home.

One EPICO 4K Cloud PVR per TV set. Each additional EPICO 4K Box or EPICO 4K Cloud PVR is available at $7 per month (maximum 12 per household).

New Mutants ^© 2020 20th Century Studios ^© 2020 MARVEL. Spider-Man: Homecoming ^© 2017 Columbia Pictures Industries, Inc. and LSC Film Corporation. All Rights Reserved. | MARVEL and all related character names: ^© & TM 2019 MARVEL. Jumanji: Welcome to the Jungle ^© 2017 Columbia Pictures Industries, Inc. All Rights Reserved. The Equalizer 2 ^© 2018 Columbia Pictures Industries, Inc. All Rights Reserved. Disney’s Frozen ^© 2020 Disney. All Rights Reserved. Slumber ^© HOTWELLS (SLUMBER) LIMITED 2017. Harry Potter and the Philosopher’s Stone^© 2001 Warner Bros. Entertainment Inc. HARRY POTTER characters, names and related indicia are trademarks of and ^© Warner Bros. Entertainment Inc. All Rights Reserved.

TELEVISION

Cogeco TV service requires the rental of an HD digital receiver with a minimum subscription to the Basic Channels package. Channel availability may vary by region. TV packages and selected channels can only be modified once every 30 days. Additional fees may apply for some channels and some channels may count for many choices. The channel lists of the pre-selected packages cannot be modified. Requirements to watch 4K: (i) a 4K TV and 4K receiver, (ii) a subscription to the SD/HD channels corresponding to the 4K channels. 4K not available with all channels.

Access to the mobile apps requires a subscription to the TV package containing the associated digital channel. The content viewed on mobile apps requires bandwidth, which is included in the customer's Internet or cellular data package. Additional usage fees may apply if the customer exceeds the monthly data transfer capacity (GB) included in his package. Viewing content is restricted to Canada.

TiVo service from Cogeco requires: (i) the rental of a TiVo receiver, (ii) an AC Wi-Fi modem, and (iii) a subscription to Cogeco Internet and (iv) a TV package. Each additional TV set combined with a TiVo PVR requires the rental of a TiVo HD receiver. Installation charges may apply for additional outlets. Data traffic consumed between the TiVo boxes and the Internet to supply programming information counts towards customer’s Internet usage. Additional usage fees may apply if the customer exceeds the monthly data transfer capacity (GB) included in the package. Viewing content is restricted to Canada. TiVo^®. Apple^®. YouTube^®.

HOME PHONE

Phone equipment must stay at the same address where it was initially installed in order to allow 911 to associate the call with the correct address in the event of an emergency. New generation Phone Equipment does not include an external backup battery. Sold separately.

Subscription to a Cogeco Home Phone package is required for all long distance plans. Limited to a list of countries predetermined by Cogeco. Additional minutes will be charged at the then current rate, per minute per country, applicable for the remainder of the month. See details. A fee of $0.95 per call for the use of the directory assistance (411) may apply, depending on the phone package.

An update on the COVID-19 situation