Altima FAQs

With our answers to FAQs, please be confident that most of the problems can be solved by yourself and you will feel better because you can do it. If your problem persists, our customer service and technical support will be very happy to help you.

General questions

  • What is High Speed Internet and why I need it?

Answer: our internet is unlimited download and upload, mostly is faster than your current provider. Also our customer service and Technical support is much faster and better than others.

  • How is Altima’ IP Phone service compared to other Internet provider?

Answer: We provide broadband IP Phone service, you have to have high speed internet and a router. Our phone has full features including caller display, voice mail, call waiting and so on. In addition, long distance rates are very cheap.

  • What is k-Touch Telephone service and what are its some advantages and disadvantages?

Answer: our phone has more features, moveable as long as you have internet, long distance is cheaper. Disadvantage is that you have to have high speed internet, also you can not use it when there is no electricity.

  • How is Altima’s voice quality compared to other company’s IP phone?

Answer: Our phone voice quality is much better than other’s.

    Sign Up and Activation

    • How do I Sign Up for Altima service?

    Answer: You can sign up online at www.altimatel.com or call us 514-800-2266 (Montreal) or (416) 900-3190  (647) 977-2266 (Toronto)

    • How long will it take to activate my account?

    Answer: 5 business days.

     

    Equipment and Installation

    • What equipments are required to use Altima service and where can I get them?

    Answer: You need modem-router for the internet, you can rent from us, it is free , you just need pay $85 deposit, You need adapter for the Altima phone, you can rent from us, is free, you just need pay $85 deposit.

    • Does Altima provide installation?

    Answer: It is very easy to install, because all our equipment are pre-configured already, you just need plug the cable. We provide assistance through telephone. But if you need our technical visiting your home to help you, we charge $50 for on site installation.

    Features and Usage

    • What are the features and how do I use them?

    Answer: Mostly is call waiting, voice mail and call forwarding. Please check our web site to learn how to use it.

    Billing

    • Can I choose the billing methods?

    Answer: Ye.

    • How to pay my bills?

    Answer: Credit Card, Internet or telephone banking (all banks in Canada except HSBC and National), cheque, PAP (Preauthorization Payment) and cash at our office.

    Others

    • Can I use Altima service when I am traveling?

    Answer: Yes, as long as you have high speed Internet.

    • Can I change my service plan?

    Answer: Yes, but only effective from the beginning of the next month. For Altima phone, the change of plan is free. For Altima Internet, if you change your plan within the contract period, there will be a fee of $50.

    • What is the cancellation policy?

    Answer: You need to contact us one month in advance. But if you cancel before the contract expiry date, there is $88 early termination charge.

    • What should I do if I need to move?

    Answer: For Altima phone, it is free. For Altima Internet, it will be free also. Unless you are using Dry Loop internet, in which case you will have to pay the 19.95$ installation fee again at your new location.

    • Do I benefit from referring someone to use Altima service?

    Answer: We have agent programs, you will get $20 credit on your account.

     

    Altima Telecom Agent Guide


    Register New Customer

    Click- Customer- Create Customer,  you just need to enter the postal code, and the street name etc. should come out automatically

    Add New Service

    In customer profile, click Add Service Wizard 

    Dry Loop Internet:  if the customer  does not have an active landline or the customer wants to cancel the active landline after ,  choose Dry Loop Internet

    Add Payment

    In customer profile,  click Add Payment

    Agents are only allowed to collect cash from the customers

    Customer can directly contact us to make payment by credit card,  or go to any bank to pay the bill over the counter or by internet and telephone banking, or mail us a check.

    Open Ticket

    In customer profile, click Open/View Ticket

    This is the communication window between the agent and Altima.  Anything related to customer’s special request, problems or equipment delivery can be included here. Please write down the user name and S/N  as appeared on the sticker on the equipment.

    View Invoice

    In customer profile,  go to the bottom Invoices(Last 12)  part, click the Bill ID, which is the invoice number, it has the format similar to INV_85951


    For new customer, the first bill payment needs to be paid in order for us to precede the new order.