The health and safety of our customers and team members is a priority.

At Maskatel, we are closely monitoring the COVID-19 situation and putting in place measures to protect the health and safety of the public and our team members.

As a provider of communications services, we are dedicated to delivering a reliable and high-quality connection that consumers and businesses can rely on. That is why we’ve put in place the people and the resources necessary to continue to deliver these services for our customers throughout the COVID-19 situation.

As the situation evolves, we will keep you informed of any developments right here.

Networks and services

All our networks and services remain fully operational to help our customers navigate this unprecedented situation.

We understand that the services we provide are essential and we take our responsibility very seriously.

Team members

We are focused on ensuring the health and safety of our team members and the public. This includes extra safety and sanitation measures in our workplacess and, of course, for any team member dealing directly with customers. All Maskatel employees – including service technicians– returning from abroad or feeling unwell (i.e. fever, cough or difficulty breathing) are instructed to stay at home for the recommended period.

We are encouraging employees who can work from home to do so. Team members who serve our clients face to face will continue to do so, but with strengthened sanitation measures in place and only to ensure our clients continue to have access to communications services to stay connected during this situation

Our technicians will:

Perform a repair, to ensure the connectivity of a customer

Install new services to existing and new customers

Move your current services to another address

Our technicians will not:

Add new equipment to a customer

Make wiring inside your home to add sockets, modem router or PVR

Recover equipment. If you need to return equipment to us, please do so via our return equipment by mail procedure.

We are adapting our installation procedures to limit the time spent at your home, to ensure your connectivity but also your safety and that of our technicians. Our technicians are required to ask questions relating to the risks of COVID-19 before going to a customer and / or during the visit to your home.

Customers

On March 16, Xittel suspended extra usage billing for its residential and business customers with Internet plans subject to a monthly usage limit. As announced, this measure will end on June 30, 2020 and any over usage starting July 1, 2020 will be invoiced according to the terms of your Internet plan.

We invite you to follow your data usage on the Zone Membre.

How you can help

We are at the ready to assist you throughout this situation. Unfortunately, you may experience longer wait times than usual due to the current circumstances. We appreciate your understanding during this time.

Quick tips

• Request technician visits or contact call centres only for essential requests.
• Refrain from requesting a technician visit if you are feeling unwell (fever, cough, difficulty breathing). If you already have a scheduled appointment and are experiencing symptoms, please contact us at
• 1 866 853-3232 to reschedule the technician's visit at no cost.
• Use your services responsibly to ensure communications networks perform at their best for all. If you are streaming, consider reducing picture quality.

Other questions you might ask yourself

What if I need a spare phone or set-top box?

At this time, we are responding as usual to customer requests for repairs and replacements.

Do you have confidence in your ability to continue providing services as the situation evolves?

Yes. In addition to having implemented the measures recommended by the public security authorities to protect the members of our team, Maskatel can also serve its customers.