telMAX’s 100% Fibre Internet is on our own fibre network. Our construction and field operations teams are dedicated to ensuring you have a lightning-fast connection.

Give us a call to make a payment over the phone, but please note that we will not be able to modify your payment method.

You can log in to your account on the telMAX billing portal.

Please contact telMAX support to add an authorized person.

To change your billing cycle, please contact telMAX support.

There are 3 ways to contact us:

• 905-233-7377 ext. 2
• 844-483-5629 ext. 2
• Email at support@telmax.com

The quality of your WiFi experience is contingent upon several key factors. The strategic placement of your telMAX router is of paramount importance; it should ideally be positioned in an open area that is easily accessible to all users. Typically, this entails sitting it on the main floor of your home, avoiding concealed locations like a basement closet encased in concrete.

Additionally, it’s essential to take into account the age of your devices. Older electronic devices such as televisions and mobile phones may possess limited WiFi speed capabilities. For instance, a cell phone manufactured before 2010 may support WiFi speeds of up to 75 Mbps at best.

Yes! eero routers can be used interchangeably as bridges and extenders. Additional eeros can be added to your account for $8/month each.

While you can always use your own router, we recommend using the router provided by telMAX for better security and support.

You can perform basic troubleshooting through the eero app. Try rebooting the devices by unplugging them from the power source and plugging them back in. If the issue persists, contact telMAX support to troubleshoot further.

Speed on your devices depends on a series of factors. It can be the connection type being wired or WiFi, the device’s capability, the distance from the router, or signal interference from external sources/walls.

Catch-up TV allows you to watch programs from up to 3 days ago.

This might be due to the parental control setting being enabled on your account. Contact telMAX support to disable that setting.

You can only watch the channels included in the package you have subscribed to. If you feel that you should be able to watch a channel, please contact telMAX support.

Not at all! telMAX TV services are available on other devices, such as Amazon Firesticks, Apple TVs, and devices compatible with the Google Play Store. Roku’s and browser-based platforms are unfortunately NOT supported.

You can order as many Amino set-top boxes from telMAX as you’d like! Each unit costs $8/month and accesses the same live content and recordings.

We supply the Amino 7x managed set-top box, which is ready to host hundreds of TV channels and apps. Some examples are Disney+, Crave, Prime Video, YouTube, and more available on the Google Play Store! Unfortunately, the Amino box does not support Netflix.

You can watch TV simultaneously on 5 of your devices.

You have 100 hours of recording available on your account.

Check if your home phone is connected to the POTS1 port on the modem (Black box). Try rebooting the modem. If you are using the Grandstream box provided by telMAX, check if your phone is connected correctly. If the issue persists, please contact telMAX support.

The Canada Plan offers nationwide calling and The Canusa Plan allows for calls across the Continental US. International calling is available. Rates will apply.

A handset will be needed to run the landline service. We can only supply the operating terminal, and optical modem or a provided analog terminal adaptor and not the landline itself.

You will get a confirmation email from telMAX regarding your previous provider home phone cancellation. After that, you will also get an email from your previous service provider with instructions to return their home phone equipment (if any).

A port in of your home phone typically can take around 8-9 business days. A previous provider’s cancellation of home phone service can take around 2-4 business days.

We use locating companies to find and record the location of existing utilities such as hydro, gas, water, and telecommunications that may interfere with the placement of our conduit. These locates cover the main telecommunication lines however, they do not include the individual service cables running to each individual house. Our contractors do their best to avoid damaging these service lines but without knowing their exact location, damages cannot be completely avoided. Upon the damage of a service the homeowner may contact their telecommunications provider, who will come to repair the damaged service free of charge to the resident.

The presence of these orange fences serves an important safety purpose. They are erected to protect residents from potential harm and to restrict access to open excavations or areas that may pose tripping hazards. Once the excavations have been properly backfilled and raised to the appropriate level, the fences will be taken down, and the area will undergo a thorough cleanup to remove any debris.

We adapt our lawn restoration based on the season:

Summer/Drought: We’ll use topsoil and seed. Please water daily for best results.

Early spring or late summer/fall: We’ll install sod when temperatures are lower and rainfall is higher. We’ll provide initial watering, but please continue watering for about a month until roots establish.

Winter: Restoration paused until favourable spring growing conditions.

The reason for the cutout in your driveway is connected to the placement of conduit parallel to the road, allowing us to reach every house or business along the way. In this process, we must uncover and visually verify the safe crossing of any preexisting services, which may sometimes be located beneath the asphalt surface of driveways.

To provide clear indications of the service being crossed, specific colors are used:

Red = Hydro

Orange = Telecommunications

Yellow = Natural Gas

Blue = Water

When holes are made in asphalt surfaces, they are subsequently filled and leveled to ensure safety until the final asphalt restoration. This restoration, however, is typically carried out as a collective effort in a specific area for maximum efficiency. Consequently, it is often deferred until the entire installation process in that area is completed.

Rest assured, any asphalt removals will be meticulously repaired to match or even exceed the existing condition, utilizing HL-3 asphalt that closely resembles the top layer found on freshly paved roads.

Those are hydrovac trucks in action. They employ a combination of high-pressure water, much like a pressure washer, and a robust vacuum system to excavate soil while minimizing any potential harm to tree roots and existing utilities. The process involves spraying water into the ground to hydrate and loosen the soil, which is then efficiently suctioned up by the vacuum and stored within the truck. Later, the collected soil is properly disposed of in an approved location.

The holes you’ve observed in your lawn are a part of our conduit installation process, where we lay conduit to house our fibre optic network. Our primary method for this installation involves a Horizontal Directional Drill (HDD) to ensure precision and safety. To execute this method safely, we must expose any existing utilities that fall within a 1-meter radius of our conduit’s path.

You may notice coloured paint markings near or across these excavation areas, serving as indicators of the specific utility being exposed:

Red = Hydro

Yellow = Natural Gas

Orange = Telecommunications

Blue = Water

However, in cases where no visible paint markings are present around the excavations, the digging serves various purposes:

Establishing connections between different drill shots

Preparing for future placement of our underground hardware, such as the Ground Level Box (GLB).

Addressing situations where the drill faces challenges in making tight turns, potentially requiring excavation using a hydrovac truck.

Please rest assured that these measures are all part of our commitment to ensuring the safe and efficient installation of our fibre optic network.

As soon as our infrastructure is in place on civic property (which is municipal-owned land) and the area has been restored to its original condition, our dedicated fibre specialists team will begin reaching out to your street to offer our products and services. Once a home or business owner expresses interest, signs up for our services, and books an installation date, our dedicated team will return to complete the installation process.

This installation process involves:

Underground Conduit: We’ll install a small conduit underground, extending from the property line to the exterior entrance of your house or business.

Fibre Connection: A fibre line will then be threaded through the conduit to establish a connection with our network.

Interior Installation: Finally, our interior installation team will set up the necessary hardware within your household or business to ensure seamless connectivity.

The majority of the work necessary for our 100% pure fibre network installation occurs on municipal property, as part of an agreement between the town and telMAX. This work takes place within the municipal right of way, which extends from the road’s edge to your property line.

In the event that we’re installing telMAX Fibre Internet at your location, we’ll need access to your property to install a drop fibre that connects the Internet from the main conduit line to your house or business. It’s important to note that we take great care to minimize any disruption to private property, ensuring that the impact is minimal to none.