FAQ Help & Support

Support hours, how to reach us, self-serve tools and quick checks before you call.

Technical support is open 8:00 AM to 12:00 AM, 365 days a year — including weekends and public holidays. If your service is down, call us and we will work it through with you.

Reach us

By phone

Toll free 1-866-620-3333
Toronto 416-905-5555
London 519-660-7777
Montreal 514-672-5555

Live chat

Use the chat window at the bottom of this page. Leave your name and number and an agent will pick it up; if everyone is busy, your message still reaches us and we will call you back.

Open a ticket

For anything that needs a paper trail, open a support ticket and track it through to resolution.

By email

Write to info@innsys.ca. Please include your account number and the address on the account so we can find you quickly.

Our offices are open Monday to Friday 10:00 AM – 6:30 PM and Saturday 11:00 AM – 6:00 PM. They are closed Sunday and on public holidays — but technical support stays open every day until midnight.

Do it yourself

Most account questions are faster to answer yourself than to wait on hold.

My InnSys

Sign in to see your bills and usage, update your details and switch to e-billing.

Speed test

Check what you are actually getting with our speed test. Run it on a computer plugged in by Ethernet for the truest reading.

Network status

Before you troubleshoot your own equipment, check the current network status to see whether we already know about an issue in your area.

Remote assistance

An agent may ask you to start InnSys Remote so they can see your screen. Only start it while you are on a call with us.

Before you call: quick checks

Internet is slow or down

  1. Check the network status page first — if there is an outage in your area, it is already being worked on.
  2. Unplug your modem from power, wait about a minute, then plug it back in and give it a few minutes to come back up fully.
  3. Check that the cable from the wall to the modem is seated firmly at both ends.
  4. Test with a computer connected by Ethernet cable. If the wired connection is fine but Wi-Fi is not, the problem is in the wireless, not the line.
  5. If only one device is affected, restart that device before anything else.

Phone line problems

  1. Your phone service runs over your internet connection, so confirm the internet is working first.
  2. Power-cycle the phone adapter the same way as the modem, and check the cable from the adapter to the phone.
  3. Try a second handset if you have one, to rule out the phone itself.

If you have been through these and it is still not right, call us — tell the agent which steps you already tried and it will save you repeating them.

Emergency calling works differently on a VoIP line. Because the service runs over your internet connection, 9-1-1 will not work during an internet or power outage, and you must tell us immediately if you change the address where you use the service. Please read the full 911 service limitations.

Billing and account help

Questions about your first bill, proration, installation charges, moving home or transferring a phone number are answered on our frequently asked questions page. Your invoices and usage are in My InnSys. If a charge does not look right, contact us and we will go through the bill with you line by line.

If we have not resolved your complaint

Please give us the chance to fix it first — ask to have your issue escalated, and we will do our best to put it right. If you have done that and are still not satisfied, the Commission for Complaints for Telecom-television Services (CCTS) is an independent body that resolves complaints about telecommunications services, free of charge. Visit www.ccts-cprst.ca or call toll free 1-888-221-1687.