Northwestel's update on COVID-19

COVID-19: Information on what we are doing to keep our customers and employees safe.

 

 

We're experiencing higher than normal call volumes

Northwestel’s Customer Care Centre is experiencing a higher-than-usual volume of calls during the COVID-19 situation. This means you may experience a longer wait time when calling in.

We offer several alternative self-serve support options on our website to assist you.

  • Visit nwtel.ca/my-account/manage-my-account to view your bill statements, pay your bill online, review and make changes to your account information, or sign up for e-billing.
  • Additional self-serve support options are available at support.nwtel.ca.
  • You can submit new service orders or make changes to existing orders online using the Bundle Builder.

 

Northwestel's Response

Internet Usage Relief

Every Northwestel residential customer in Northern Canada will receive temporary relief on their Internet usage in March and April, following the approval of Northwestel’s recent CRTC application.

More details below

Free Previews

We have made several channels available on free preview for Northwestel TV subscribers to help our customers stay informed and entertained during this period.

More details below

Assisted Self-Installation

Northwestel has introduced a new Assisted Self-Installation and Repair program. This program is designed to protect the health and safety of our employees and customers.

More details below

Latest News

  • April 6, 2020 - Assisted Self-Installation and Repair program

    Northwestel has introduced a new Assisted Self-Installation and Repair program. This program is designed to protect the health and safety of our employees and customers. Technicians will perform service installations and repairs on the outside of your home, while guiding you remotely through the necessary steps if work inside the home is required. Only when absolutely needed will technicians come into your home.

    Here's how the Assisted Self-Installation and Repair program works.

    1. Our technicians will perform any required service work outside of your home.
       
    2. If applicable, the necessary equipment for you to complete the required steps inside your home will be left at your door.
       
    3. Our technicians will guide you through the required steps, via a voice or video call, directly from the service vehicle.
       
    4. Our technicians will remain on site until your services are up and running
       
    5. Our technicians will come into your home only when needed and it is safe to do so. In this situation, they will practice proper sanitation and social distancing measures. We ask you to please follow these practices as well.
  • March 27, 2020 - Higher-than-usual call volumes

    Northwestel’s Customer Care Centre is experiencing a higher-than-usual volume of calls during the COVID-19 situation. This means you may experience a longer wait time when calling in.

    As a reminder, we offer several alternative self-serve support options on our website to assist you.

    Visit nwtel.ca/my-account/manage-my-account to view your bill statements, pay your bill online, review and make changes to your account information, or sign up for e-billing.

    Additional self-serve support options are available at support.nwtel.ca.

  • March 23, 2020 - Immediate relief on customer internet usage

    Every Northwestel residential customer in Northern Canada will receive temporary relief on their Internet usage in March and April, following the approval of Northwestel’s recent CRTC application.

    These measures are part of Northwestel’s COVID-19 response to facilitate increased telework across the North. The specific Internet usage relief measures will differ by community and network access technology, in order to ensure adequate network capacity for all users in this critical time.

    Network technology Communities Internet usage relief
    Cable Internet customers

    Whitehorse, YT

    Carcross, YT

    Fort Nelson, BC

    Yellowknife, NWT

    Fort Smith, NWT

    Norman Wells, NWT

    High Level, AB

    All overage fees will be waived in March and April
    Nunavut Satellite DSL customers

    Iqaluit

    Arviat

    Cambridge Bay

    Rankin Inlet

    Monthly usage increased by 100% for March and April
    Satellite DSL customers

    Old Crow, YT

    Fort Ware, BC

    Colville Lake, NWT

    Gameti, NWT

    Lutselk’e, NWT

    Paulatuk, NWT

    Sachs Harbour, NWT

    Sambaa K’e, NWT

    Ulukhaktok, NWT

    Wekweeti, NWT

    Monthly usage increased by 50% for March and April
    Terrestrial DSL customers All remaining customers 100 GB additional monthly usage in March and April

    Visit nwtel.ca/ManageMyInternet to monitor your usage or review your Internet plan rates and usage cap information. Please note: The temporary Internet usage changes listed above will be applied automatically. No action is required by our customers.

  • March 20, 2020 - Internet usage relief in Nunavut

    Effective midnight EST, March 20th, Northwestel will double the monthly Internet usage available for residential customers on Katittuq Internet packages in Iqaluit, Cambridge Bay, Rankin and Arviat for the months of March and April only. We are taking this step in order to facilitate increased telework in the north in this critical period.

    See the full list of packages below.

    Package Current monthly usage Temporary monthly usage (March and April only)
    Katittuq 5 45 GB 90 GB
    Katittuq 10 75 GB 150 GB
    Katittuq 15 100 GB 200 GB

     

  • March 20, 2020 - In-home visits from Northwestel technicians

    Northwestel technicians will continue to carry out in-home visits with our customers, as needed. Technicians who have been abroad, or are feeling unwell, have been instructed to stay home. Additionally, those who are visiting customers are asked to practice safe hygiene measures during every appointment.

    We ask that customers refrain from requesting a technician visit if they are feeling unwell or exhibiting flu-like symptoms. For customers who have recently traveled outside of Canada and have been instructed to self-isolate, our technician will attempt to provide service from outside the residence only.

    Rest assured that if service cannot be immediately provided, we will make every effort to find alternative ways to assist those customers.

    Our top priorities remain to protect the safety of our employees and customers, while we maintain a strong northern telecommunications network during this critical time.

  • March 19, 2020 - Free preview TV channels

    We have made several channels available on free preview for Northwestel TV subscribers to help our customers stay informed and entertained during this period. Over the next few weeks, a selection of news, entertainment, family, and lifestyle channels will be available for free – including CTV News, Showcase, Disney Channel, History and HGTV Canada.

    Visit nwtel.ca/free-previews to see the full list of channels.

  • March 18, 2020 - Northwestel Retail Centres

    Northwestel Retail Centre locations in Whitehorse and Yellowknife are closed until further notice. We are taking this necessary precaution to protect the health and safety of our employees, while ensuring our customers continue to receive the essential communications services they rely on.

    Northwestel’s Customer Care Centre can be reached during our regular working hours via online chat or by phone. Our representatives can assist you with technical support, provide and update your account information, and accept bill payments.

    Additional self-serve support options are available at support.nwtel.ca.

    To pay your Northwestel bill, we offer several convenient bill payment options. Learn more at nwtel.ca/paymybill.

    For Bell Mobility support, please visit bell.ca/mobility or call 1 800 667-0123 or *611 from your mobile device.

    Thank you for your understanding.