Northwestel's update on COVID-19

Information on what we are doing to keep our customers and employees safe.

 

 

Latest News​​
 

 
  • July 6, 2020 - Extending operating hours for Retail Centres

    To serve you better, we are extending the hours of operation for our retail centres in Whitehorse and Yellowknife. Both locations will now be open from 9:30am-5:00pm, Monday to Friday. We will continue to follow COVID-19 measures to keep our employees and customers safe.

  • June 23, 2020 - Introducing permanent Internet usage increases

    Northwestel is increasing monthly data usage on its most popular regulated Internet packages, as well as making changes to non-regulated Satellite Internet packages on July 1, 2020. These changes make more permanent usage available in every community while respecting the capacity constraints of local network technologies.

    The temporary COVID-19 Internet usage relief measures expire on June 30, 2020.

    If you are currently subscribed to an Internet package for which usage is increasing, new usage allowances will be automatically applied to your account and reflected on the Internet usage report. You do not need to call in to receive more usage. Extra usage fees will apply as usual for usage exceeding new allowances.

  • June 12, 2020 - Reopening Northwestel Retail Centres

    Northwestel retail centre locations in Whitehorse and Yellowknife will be reopening on June 15, 2020, from Monday to Friday. To protect the health and safety of our employees and customers, we are taking additional measures within our stores:

    • We are following all public safety guidelines including extra sanitation
    • Frequent, thorough hand washing and cleaning of common areas
    • Limit of three customers in the store at a time to ensure comfortable social distancing
    • A door greeter monitoring entry into the store and asking COVID-19 screening questions before you can enter

    If you are feeling unwell or displaying symptoms, please stay home and reach out to us over the phone at 1 (888) 423-2333.

    Visit nwtel.ca/about-us/contact-us  to review our updated store hours.

  • May 26, 2020 - Extending Assistance to customers until June 30th

    Northwestel is extending temporary Internet usage relief for every Northwestel residential Internet customer until June 30, 2020, following the approval of Northwestel’s recent CRTC application.

    Internet usage relief measures for each community and network access technology will remain consistent with measures announced for March, April, and May. The temporary benefit will be applied automatically to customer accounts. No action is required.

    Network technology

    Communities

    Internet usage relief

     

    Cable and Fibre Internet customers

    Whitehorse, YT

    Carcross, YT

    Fort Nelson, BC

    Yellowknife, NWT

    Fort Smith, NWT

    Norman Wells, NWT

    High Level, AB

    Hay River, NWT

     

    All overage fees will be waived in March, April, May, and June

    Nunavut Satellite DSL customers

    Iqaluit

    Arviat

    Cambridge Bay

    Rankin Inlet

     

    Monthly usage increased by 100% for March, April, May, and June

    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, April, May, and June

    Terrestrial DSL customers

    All remaining customers

    100 GB additional monthly usage in March, April, May, and June

  • May 22, 2020 - Temporary Internet usage relief extended for June

    Northwestel will extend its temporary Internet usage relief for every Northwestel residential Internet customer until June 30, 2020, subject to CRTC approval. 

    The same relief measures for March, April, and May will apply, based on whether you are on a cable Internet, fibre Internet, DSL Internet or satellite Internet package.  We have set different relief for these different technologies to ensure our networks remain within their capacity.  

    You do not need to take any action to receive this temporary benefit, which will be applied automatically to every customer’s account.

  • May 8, 2020 - We are saying thank you

    On May 11, 2020 Northwestel is launching a campaign to say thank you to those who are keeping us connected, safe, and inspired. We are recognizing the dedication of health care workers, teachers, parents, small businesses, artists, and Northwestel employees, in call centres and in the field, for their efforts in the fight against COVID-19. Keep an eye on our social media pages and local newspapers across the north to see how Northwestel is saying thank you.

  • May 1, 2020 - Not close but personal concert series

    Get ready for the Not Close But Personal Concert Series bringing Yukon musicians into your home presented by The Yukon Arts Centre and Government of Yukon. Tune in on Facebook live or watch on Northwestel Community TV. Shows will be aired later that night.

    Visit www.Facebook.com/NotCloseButPersonal for full concert schedule

  • April 27, 2020 - Extending Assistance to customers

    Temporary Internet usage relief has been extended for every Northwestel residential Internet customer until May 31, 2020, following the approval of Northwestel’s recent CRTC application.

    Internet usage relief measures for each community and network access technology will remain consistent with measures announced for March and April. The temporary benefit will be applied automatically to customer accounts. No action is required.

    Network technology

    Communities

    Internet usage relief

       

    Cable and Fibre Internet customers

    Whitehorse, YT

    Carcross, YT

    Fort Nelson, BC

    Yellowknife, NWT

    Fort Smith, NWT

    Norman Wells, NWT

    Hay River, NWT

    High Level, AB

    All overage fees will be waived in March, April, and May 

    Nunavut Satellite DSL customers

    Iqaluit

    Arviat

    Cambridge Bay

    Rankin Inlet

    Monthly usage increased by 100% for March, April, and May

    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, April, and May

    Terrestrial DSL customers

    All remaining customers

    100 GB additional monthly usage in March, April, and May.

    Free Previews

    We have added a selection of US and International channels on free preview for Northwestel TV subscribers, including CNN, BBC World News and A&E.

    We have also extended some channels already on free preview for an even longer period.

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

  • April 20, 2020 - Temporary Internet usage relief extended

    Northwestel will extend its temporary Internet usage relief for every Northwestel residential Internet customer until May 31, 2020, subject to CRTC approval. 

    The same relief measures for March and April will apply, based on whether you are on a cable Internet, dsl Internet or satellite Internet package.  We have set different relief for these different technologies to ensure our networks remain within their capacity.   

    You do not need to take any action to receive this temporary benefit, which will be applied automatically to every customer’s account.

    Payment options for customers

    As more Canadians face financial challenges during the COVID-19 situation, Northwestel is committed to working with customers on a case-by-case basis to help.

    We encourage you to contact us to set up a flexible payment option if you have concerns about paying your Northwestel bill.

    Our Customer Care Centre can be reached at 1 888 423-2333, weekdays from 6:00 AM to 7:00 PM PST.

  • April 9, 2020 - Reduced call centre hours

     Starting April 18, 2020, Northwestel’s Customer Care Centre will be temporarily closed on Saturdays. This change will allow our customer service representatives time to rest and adjust to the COVID-19 situation.

    Our Technical Support line will remain open during regular operating hours to assist with service issues, should they arise. Visit nwtel.ca/about-us/contact-us to review our updated operating hours.

    As a reminder, we offer several online self-serve tools to customers:

    Thank you for your understanding.

  • 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 and Fibre Internet customers

    Whitehorse, YT

    Carcross, YT

    Fort Nelson, BC

    Yellowknife, NWT

    Fort Smith, NWT

    Norman Wells, NWT

    Hay River, 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 or have returned from travel outside of their home territory/province 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.

 


Still have questions?

Click here for COVID-19 related Frequently Asked Questions.

 


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.