• Good value plan: we are always trying to offer the best value plan for our customers.
• Unlimited plan: all our home internet plan includes unlimited usage, so no over usage fee or surprise bill.
• 30-day warranty: we provide 30-day standard warranty for all residential internet, home phone plan for new customer.
• Good customer support: we are here to help when needed, from online chat to phone support.

IVC provides a standard 30-day warranty policy for new residential Internet, home phone service customer and 7-day standard warranty on cell phone related service.

For service cancellation within the standard warranty period, all non damaged purchased hardware will be accepted as returned within 7 days and refund will be issued. monthly service fee will be waived and only one time charge such as processing fee will be billed.

For best performance and better support, we only allow modems rented or purchased from us to be used in our network.

IVC provides high-speed internet plans with limited or unlimited usage for downloading and/or uploading.

Unlimited usage plans are based on residential customer’s normal usage. If abnormal usage or malicious activities are detected which endanger IVC’s network, IVC may suspend customer’s service or limit the speed without notice in advance.

IVC unlimited internet downloading/uploading policy is also governed and affected by CRTC rules and decisions, government laws, and provider’s policies. In case of any changes, IVC will notify customers by email at least 30 days in advance.

IVC provides high-speed internet services in Ontario, British Columbia and Alberta. Please contact our sales department for more details or sign up online through here.

New customer first time order payment will include the following:

• Processing fee for service activation
• Shipping fee
• Equipment Charge- optional, depend on plan requirement
• Prepay service fee – optional, depend on plan requirement
• Service deposit – optional, depend on plan requirement

To process your order, we must receive your first time order payment in advance. You can make your first time order payment through:

Credit card (Visa or Mastercard) or Visa debit and sign up for pre-authorized monthly payment. IVC does not accept other payment methods at this time.

IVC will perform a credit check on specific plans. As a customer you will be asked to let us perform a credit check before processing your order.

Usually, the cable outlet is located in the living room in a house or an apartment.

If you cannot find the cable outlet in your living room, you can also find a cable outlet in:

1). House, Basement- electronic panel.

Usually, you will find a cable splitter.

You just need use a coaxial cable to connect the cable modem to one of the “OUT/-3.5dB” port.

2). for apartments or condominiums, you will sometimes find the cable outlet in another room.

1). Connect your cable modem to a cable outlet using a coaxial cable.

2). After powering the modem and you find the following light pattern on the modem, that means the cable modem is online now:

Power: Solid.

DS: Solid.

US: Solid.

Online: Solid.

Link: off.

(The lights on your device may vary depending on the model of the cable modem)

3). Connect an Ethernet cable from the LAN port/Cable Modem -> WAN/or Internet Port on IVC router or your own router.

Wait for the internet light to be blinking green. If it is blinking, it means your internet is set-up and ready to use.

Your ebill will be sent to your registered email account on file every month or you can check your detailed invoice online from my IVC portal by clicking here.

• Your monthly invoice fee will be charged on the pre-authorized payment method on file on the second day of invoice issued date. We appreciate you for making payments on time to avoid service interruptions. For the promotion plan with auto pay discount, if the pre-authorized payment method is declined, the promotion discount on the plan will be removed. If your service is disconnected due to payment issues, restoring your service would require you to pay a reactivation fee of $65 within 7 business days. If you are not under the pre-authorized payment method, you might want to consider keeping a 1-month service fee deposit with us in order to avoid service interruptions due to non-payment issues.

The IVC billing cycle is based when your service was activated. Your invoices will be generated on the second day of the activation date and will be emailed to your registered email address.

For example, if your service is activated on May 6, your first invoice will be deducted on the second day (or the next business day if your activation date falls on a weekend or a holiday) through your authorized payment method and it will include your service charge from May 6th until June 5th. The next invoice will be issued on June 7th and so on.

Your invoice due date is your billing date. We will charge the monthly fee from your authorized credit card or pre-authorized debit within 1 business day from the invoice generation date and the due date will be after 7 days from the invoice date. If the invoice payment is not received on time, your services will be suspended and restoring it requires a reactivation fee after 7 days.

A moving fee will be charged once you agree to have service activated at the new location.

Also, we would need the following information when you are requesting to connect at your new location:

Your New Address

Prefer activation date and time for new place

Your contact cell phone number

Date to disconnect the service at the old address – By default, whenever a new address service activated, the old service will be disconnected to avoid two charges (One for the old service and one for the new service). However, if you wish to keep both services, please let us know and your invoice will include charges for service at both locations.

Yes, you can request to suspend your service at any time. However, due to the high cost of installing cable or FTTN internet service, a reactivation fee will be charged to reactivate the service. If you’d like to keep your current number, you need to make a prepayment depending on the period of suspension. Unless you plan to be away for more than 2 months, it is not recommended that you suspend the services.

All of our policies are based on fair and reasonable causes and our customer support team is trained to help our customers to the best of their abilities.

If you have any non-technical issue which is not solved by our customer service manager, you can contact our customer relation department senior manager at manager@ivctel.com

If you have any technical issue not resolved within 48 hours, you can contact our customer relation department to escalate the case for you.

Before contacting our customer relation department, please provide your name, order or account number, contact phone and trouble ticket number so that we can help you quickly.