Frequently Asked Questions
Other things you may wonder about Northwestel’s response to COVID-19
Why is Northwestel providing different levels of usage relief for customers?
We use multiple types of technology to provide Internet in the communities we serve, such as Cable, and Satellite and Terrestrial DSL. These have certain data limits that they can handle.
For instance, Cable Internet, which is mainly used in larger communities, accommodates more Internet traffic than DSL Internet does. This is because we do not have the same network size in smaller communities as we do in the larger ones.
We are committed to providing suitable network speeds for all our Internet customers during this time.
What is Northwestel doing to ensure I can continue to receive service during COVID-19?
At Northwestel, we are working to ensure you remain connected to the services you rely on during the COVID situation.
- A team of technicians and engineers are monitoring and adjusting our northern network daily.
- We have introduced the Assisted Self-Installation and Repair program to help with installs and service work while protecting our employees and customers.
- Northwestel Technical Support and our Customer Care Centre remain open to provide assistance by phone, email and online chat.
Why is the temporary Internet usage relief being extended on a month-by-month basis?
We are monitoring our northern network as more customers are using the Internet at home and as the COVID-19 situation evolves. We will continue to review our COVID-19 response on a month-to-month basis.
What happens if I need a service technician to help with my service?
Northwestel technicians will continue to carry out in-home visits, as needed. We have already put measures in place to ensure the safety of our technicians and our customers.
We have introduced the Assisted Self-Installation and Repair program which involves a technician providing service installations and repairs from outside of your home. Our technicians will come into your home only when needed and it is safe to do so
If service cannot be immediately provided using these methods, we will make every effort to find alternative ways to assist you.
Why do I still need to pay an installation fee?
Our new assisted self-install program means technicians are on site. They will deliver any necessary equipment to your house. They will also assist you from their vehicles – by phone or online - to make sure the install is completed accordingly. If you need additional help during this appointment, the technician will enter the house following physical distancing measures to complete the work if it is safe to do so.
What if I can't pay my bill by the due date?
We understand you could be facing financial challenges during the COVID-19 situation. That is why we are working with our customers on a case-by-case basis to help. Please contact our Customer Care Centre if you have concerns about paying your Northwestel bill on time. Customer representatives are available at 1 888 423-2333, weekdays from 6:00 AM to 7:00 PM PST.
What self-serve options do I have?
During the COVID-19 situation, you may experience longer wait times when calling into our Customer Care Centre.
For faster service, we offer many self-serve support tools on our website to assist you:
- Manage your account information and pay your bill online at nwtel.ca/my-account/manage-my-account
- Browse troubleshooting and step-by-step support articles at support.nwtel.ca
- Order new services or upgrade existing services at nwtel.ca/shop
- Monitor and manage your Internet usage and sign up for email notifications at nwtel.ca/how-manage-internet-usage
To return to the COVID-19 homepage click here.