Confused? Have any questions about how things work? We hope to answer most of them in this section, but if not, just give us a call. 1-866-446-6004 or use our contact form.
How will the TELUS acquisition of Twincomm as part of their Mascon by TELUS brand impact me?
| Question: | Answer: |
| What changes for customers today? | Nothing. Twincomm is here to support you. All our services, prices, bills, support hours and contact information remain the same, at this time. You do not need to take any action to keep receiving the same great service. |
| What does this change for customers in the future? | As the transition moves along, notifications will be sent via email newsletters, mail for those without email, and Facebook. You can also visit the Twincomm website to keep up to date. If you have any questions, please contact Twincomm Customer Account or Tech Support, the same as you always have. |
| Will you continue offering the same products and services you do today? | Our services are not changing. New customers can continue to order services in the areas we service. Any future changes will be well advertised. |
| Will the cost of my services change? | No. For the foreseeable future, all products, services, prices, and billing will remain the same. Any updates on service changes will be well advertised. |
| Will there be any disruption to my services? | As the transition progresses, you will be notified of any changes to your services. |
| Will the way I contact Twincomm change? | No. For the foreseeable future, customers can continue to reach Twincomm the same as they do today. Any updates on service changes will be well advertised. For general inquiries and support, please call 866.446.6004 or visit us online at Twincomm https://twincomm.ca/contact/ |
| Can I still upgrade or make changes to my Twincomm services? | Yes. You can always upgrade your current services, subscribe to new services, and make changes to your account by contacting Twincomm. |
| When will I have to switch to a TELUS service? | As the transition progresses, you will be notified of any changes to your services. |
| Where can I learn about what services TELUS will offer in my community? | As the transition progresses, updates on any TELUS product and service availability will be advertised. |
| How do I get in touch with TELUS if I want to discuss more details of the changes? | Your best point of contact is still Twincomm Customer Accounts and Twincomm Tech Support at 866.446.6004 or online at https://twincomm.ca/contact/ |
| Will TELUS be announcing new acquisitions in BC? | We are not able to comment on any future TELUS plans. |
I’m having a problem with my internet, what do I do?
1. Unplug the power from your Twincomm Dish by unplugging the POE (little black or possibly white box located inside your home).
2. Unplug the power from your router.
3. Wait 30 seconds.
4. Plug both units back in.
5. Wait 3 minutes and try your internet again.
If that doesn’t fix the issue please contact technical support right away at 1-866-446-6004 ext 0.
Will I be able to stream video on your service?
Absolutely! If you’re having trouble doing so, let us know.
Will Skype or other VOIP services work?
Yes, although it is not something we guarantee as VOIP can be unreliable even on the fastest internet connections.
Where is your service available?
Please see our Map of Service Area.
If we don’t currently cover your area, let us know as we’d love to see if we can get you service!
What is the cost of getting setup with internet service?
$150 Installation Fee for our regular wireless internet service.
This fee covers the modem/dish, cable and wireless router. Equipment remains property of Twincomm and is maintained by us for the length of the service.
What is involved in the installation of your internet service to my house?
Installation consists of mounting a Wireless Dish on the outside of the customer’s home.
The Dish is aligned and configured to receive a signal from one of our repeater stations.
An ethernet cable connects the Wireless Dish to a Power Supply(POE) near the customer’s computer.
The customer’s computer can plug directly into the Power Supply, or if you require wireless we can provide a router for an additional fee.
What are the monthly costs?
Please see Services for our rates and plans.
How much data do movies etc use?
Estimated usage for common downloading and streaming activities:
A high-resolution photograph – 3 MB
A 4 minute 360P standard definition YouTube video – 15 MB
1 Hour of Netflix at default settings – 3 GB
1 Hour of Netflix at Medium Quality – 700 MB
1 GB = 1024 MB
Note: these are averages and provided here only as estimates. There are many different video streaming sites and their data usage varies greatly.
Common reasons for large data use:
Video Downloads – Downloading TV shows etc can often use a lot of data, especially if you’re using a torrenting application as they tend to also upload to other users at the same time. If you must use a torrent application make sure it isn’t running in the background as it will often continue to upload even after the download has finished.
Netflix – This is the biggest culprit for data use, you can change the quality that you are streaming at by going to https://www.netflix.com/hdtoggle which can help greatly reduce the amount of data used per movie.
Webcams – Having a webcam and viewing it once in a while won’t use too much data, but leaving it streaming 24hrs a day can sometime use a lot of data. Most cameras have quality settings that you can reduce if you must leave a camera streaming all the time.
Neighbours/Renters/Kids – Often unknown data can be the cause of a neighbour or someone on your wifi without you knowing. If you see suspicious data on your account let us know and we can help you make sure your wireless is secure.
Can I reduce the amount of data Netflix is using?
Quite likely!
1. Visit www.netflix.com/hdtoggle.
2. Enter your login to Netflix if requested.
3. Choose between Medium or Low under Data Usage per Screen , for each profile under your account
Keep in mind this may not work if you are using a “smart TV” as some smart TVs will automatically pick quality.
How can I view how much data I have used?
1. Visit our Portal at portal.twincomm.ca.
2. You may be requested for an email and password. If you’ve been given this info please enter it here. Otherwise visit our Usage page and request your login credentials.
3. Once you’d reached the portal, click on the Services tab to view usage graphs and see when your plan’s data renews.
How do I make credit card payment?
Plastiq is the third-party credit card company we use for manual credit card payments.
If you are interested in making a manual credit card payment, please follow this link: Plastiq
Create an account and upload your credit card information. You will now be able to manually make a credit card payment. There is also an option to make a payment as a guest.
Please note Plastiq applies a 2.5% fee to the credit card holder. Twincomm does not collect this fee.