To help you know what to expect, we’ve put together a sample bill that explains how your charges are calculated and shows you where to find everything you need to manage your account.

Proration refers to the partial charges or discounts applied to your account for the period between your service start date and your first bill date.

For example: If your service was activated on April 29 but your monthly bill date is May 1, your first bill will include two prorated days (April 29 & 30) in addition to your first full month of service.

To prepare for installation, please view our install guide.

You can log in to your My telMAX account to check your balance any time. Balance information can be found under your account summary. Haven’t yet registered for My telMAX? Sign up here!

Alternatively, you can call in from the phone number associated with your telMAX account and press 4 to hear your account balance.

Not calling from the phone number associated with your account? Press 4 and then enter the associated phone number.

You can log in to your My telMAX account to add or manage a credit card, arrange pre-authorized payments, or make a one-time payment. Haven’t yet registered for My telMAX? Sign up here!

We will not be able to take your credit card information over the phone

There is a possibility these devices do not support Wi-Fi 6 or the 5 GHZ band. You can hide 5 GHz temporarily through the eero app. Hiding the 5 GHz band will ensure that all of your devices connect to the 2.4 GHz band to allow a smooth setup.

For more information, check your device’s owner’s manual for instructions on connecting devices to your home network. Visit eero to learn more: click here.

You can perform basic troubleshooting through the eero app. If that doesn’t fix the issue, try rebooting the modem and eero router by unplugging them from the power source, waiting 10 seconds, and plugging them back in. If the issue persists, contact telMAX support to troubleshoot further. Visit eero to learn more: click here.

telMAX is currently available in Stouffville, Brooklin, Newmarket, Richmond Hill, Aurora, Barrie and Markham. If you’re ready to see if telMAX Fibre Internet is available at your home, you can check your availability here.

Please contact telMAX support to add an authorized person. You can reach telMAX support at support@telmax.com or 1-844-483-5629.

No. Our TV and home phone services only work when connected to the telMAX network.

To ascertain the most suitable internet speed for your needs, it’s essential to assess your daily usage patterns. If you have a substantial number of connected devices exceeding 20, such as laptops, TVs, tablets, cell phones, smart home systems, and Bluetooth speakers, a 1 Gbps connection is recommended. For avid gamers seeking the utmost gaming performance, a 2 Gbps speed tier may be preferable.

However, if your internet activities primarily consist of tasks like streaming TV content, handling emails, and occasional video chats, a 250 Mbps connection is likely to meet your requirements. For the average user, a 500 Mbps speed is considered an ideal balance between speed and performance.

Ready to switch to telMAX? Explore all of our fibre internet plans!

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.

Experience full WiFi coverage for yourself and find a fibre internet plan that’s right for you.

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. We recommend wireless home handsets as only one phone/base station is physically connected to the router/ata. The system won’t utilize existing phone lines in the home.

The MAXTalk Plan offers nationwide calling and The MAXTalk Plus Plan allows for calls across the Continental US. International calling is available. Rates will apply. You can find the MAXTalk Plan that works best for you here.

There are 3 ways to contact us:

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

telMAX follows the best processes possible to ensure your experience is stress-free. Click here to learn more about telMAX!

No. Our TV and home phone services only work when connected to the telMAX network.

To ascertain the most suitable internet speed for your needs, it’s essential to assess your daily usage patterns. If you have a substantial number of connected devices exceeding 20, such as laptops, TVs, tablets, cell phones, smart home systems, and Bluetooth speakers, a 1 Gbps connection is recommended. For avid gamers seeking the utmost gaming performance, a 2 Gbps speed tier may be preferable.

However, if your internet activities primarily consist of tasks like streaming TV content, handling emails, and occasional video chats, a 250 Mbps connection is likely to meet your requirements. For the average user, a 500 Mbps speed is considered an ideal balance between speed and performance.

Ready to switch to telMAX? Explore all of our fibre internet plans!

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.

Experience full WiFi coverage for yourself and find a fibre internet plan that’s right for you.

To help you know what to expect, we’ve put together a sample bill that explains how your charges are calculated and shows you where to find everything you need to manage your account.

Proration refers to the partial charges or discounts applied to your account for the period between your service start date and your first bill date.

For example: If your service was activated on April 29 but your monthly bill date is May 1, your first bill will include two prorated days (April 29 & 30) in addition to your first full month of service.

To change your billing cycle, please contact telMAX support. You can reach telMAX support at support@telmax.com or 1-844-483-5629.

Please contact telMAX support to add an authorized person. You can reach telMAX support at support@telmax.com or 1-844-483-5629.

You can log in to your My telMAX account and pay through the billing portal. Haven’t yet registered for My telMAX? Sign up here!

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 reach telMAX at 1-844-483-5629.

While our construction process can be a lengthy one, it’s worth it to give you Canada’s fastest Fibre Internet! Check out this breakdown of every step.

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.

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 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.

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.

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.

Ground Level Boxes (GLBs) play a critical role in distributing our fibre optic network to multiple locations, whether it’s to supply fibre to other GLBs or to individual homes. Each GLB has the capacity to serve up to 12 homes. Consequently, these GLBs are strategically placed at regular intervals, typically every 12 homes, to ensure an efficient delivery of our fibre optic services to each individual residence.

The location for placing these GLBs is subject to approval by the Municipality, and they are installed on civic property. It’s important to note that these locations are determined in advance during the design phase of the project, making it extremely challenging to relocate them once fibre lengths have been calculated and issued. Moving the boxes would result in fibre lengths that are too short for effective connectivity.

Please be aware that these boxes will be positioned at ground level, flush with the existing ground surface for minimal visual impact.

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.

If you see us around, that means we’re in the process of constructing a brand-new 100% pure fibre network right on your street. This exciting development will offer you the choice to opt for different internet service providers than your current one. telMAX has earned acclaim as Canada’s fastest internet service provider, offering incredibly competitive rates known for their transparency, honesty, and commitment to the communities we serve and our customers.

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.

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.

Before initiating any construction, our team conducts a thorough assessment of all neighbourhoods to determine the most efficient construction methods that minimize disruption. While we take great care to avoid such situations, there may be rare instances where a sprinkler system is inadvertently damaged during our operations.

Rest assured, we are prepared for such occurrences and maintain a team of skilled professionals ready to promptly address and repair any damage. If you find yourself in need of assistance with this matter, please contact us at rr@telmax.com. Our team will promptly get in touch with you to resolve the issue.

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.

There is a possibility that devices like security cameras, ovens, thermostats, printers, speakers, etc, do not support WiFi 6 or the 5 GHZ band. You can troubleshoot these problems through the eero app. If the issue continues, contact telMAX support.

You can perform basic troubleshooting through the eero app. If that doesn’t fix the issue, try rebooting the modem and eero router by unplugging them from the power source, waiting 10 seconds, and plugging them back in. If the issue persists, contact telMAX support to troubleshoot further. Visit eero to learn more: click here.

The absence of lights on your router may be attributed to various factors, including power outages or accidental disconnection. If you’re encountering internet connectivity problems, you might want to initiate a straightforward troubleshooting step: unplug your router, allow a 15-second interval, and then reconnect it. This quick “reboot” often resolves common internet issues.

However, if the problem persists despite this action, we encourage you to reach out to our dedicated local customer care team. Our team is situated at our head office, conveniently located just off Allstate Parkway in Markham. They are highly trained, friendly, and always prepared to provide expert assistance to our valued customers.

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

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

You can use the same credentials you use to login into the billing portal, to login into the telMAX TV app.

The amount of channels will change based on the package you select. Explore our TV packages to see to see a full list of channels in each plan.

Yes, you can download the telMAX TV app on any of your android/iOS devices or any other device whose app store supports the telMAX TV app.

Potentially! If your TV has the Google Play store, it is compatible with the telMAX TV app.

Easily! All you need to do is contact telMAX support to make any changes to your TV services, internet services, or home phone services. Our customer care team will ensure that your upgrades are handled quickly and effortlessly. You can reach telMAX support at support@telmax.com or 1-844-483-5629.

You have 50 hours of recording available on your account.

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 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.

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 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.

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

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

If the channel you are attempting to record has been rebranded, here’s what may happen to your recordings:

1. Your previously made recordings will still be visible and accessible.
2. Any scheduled recordings for shows which remain on the channel will work as normal.
3. You will need to manually edit series recordings for shows no longer on the channel.

If the channel you are attempting to record has been removed, here’s what may happen to your recordings:

1. The channel will disappear from the guide after a few days. If watched or recorded after 30/12 and before they disappear, the video will only display a message that the channel is no longer available.
2. Your recordings previously made will still be visible for a period of up to 6 months but will not be playable.
3. Your previously made recordings can and will be manually removed to make space for new recordings.

Dial these star codes to enable or disable calling features.

*43
Call Waiting: Enable
Enables call waiting for ALL calls to the user.

*74
All Other Callers: Allow
All other calls (not otherwise specified in Call Handling settings) will be allowed.

*64
All Other Callers: Block
All other calls (not otherwise specified in Call Handling settings) will be blocked.

*44
Call Waiting: Disable
Disables call waiting for ALL calls to the user.

*87
Anonymous Callers: Allow
Calls without caller ID will be allowed.

*59+
Custom Callers: Allow
Calls from the number specified will be allowed.

*77
Anonymous Callers: Block
Calls without caller ID will be blocked.

*60+
Custom Callers: Block
Calls from the number specified will be blocked.

*95+
Anonymous Callers: Enable Block with Message
Calls without caller ID will be blocked.

*58+
Custom Callers: Block with Message
Calls from the number specified will be blocked with a message.

*97+
Anonymous Callers: Disable Block with Message
Disables “Block with Message” for anonymous calls.

*63+
Custom Callers: Forward
Calls from the number specified will be forwarded.

*72+
Call Forward: All (On/Off)
Disables “Block with Message” for anonymous calls.

*78+
Do Not Disturb: Enable
Turns on Do Not Disturb. All calls will be sent to voicemail.

*90+
Call Forward: Busy (On/Off)
When enabled, calls will be forwarded to the number specified when the line is busy.

*79
Do Not Disturb: Disable
Turns Off Do Not Disturb.

*92+
Call Forward: No Answer (On/Off)
When enabled, calls will be forwarded to the number specified when unanswered.

*69
Last Call Return
Dial the last caller ID number that rang that line.

*94+
Call Forward: Out of Service (On/Off)
When enabled, calls will be forwarded to the number specified when unanswered.

*98
Voicemail Management
Access the voicemail box assigned to the user.

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.

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).

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.

If you are having issues with the MAXview TV app on the following devices:

1. iOS
2. Firestick
3. Android on TV/Mobile

Here are some simple steps to follow:

Step 1: Restart your device

Step 2: Update the app to the most up to date version and try to open the app. If issues continue move to Step 3.

Step 3: Uninstall and re-install the MAXview TV app
AND
Clear your cache from the Settings menu following these steps:

1. Go to settings -> Apps
2. Go to MAXview by telMAX
3. Click Storage
4. Click clear cache

If you are still having issues, please:

Email: support@telmax.com
Chat: telMAX.com/support
Call: 1-844-483-5629