Billing support

514-856-3500 option 3

Monday-Friday: 9 a.m. – 5 p.m.
team6

In case you have any question:

Payment methods - How can I pay my invoices?

1- Credit card (Visa and Mastercard only)

  • Visa debit: Scotia bank, RBC, CIBC, TD
  • Mastercard debit: BMo

2- Bank transfer

  • Accesd (Desjardins)
  • Telnat (National Bank)

3- Cheque
4- Onsite

  • Interac
  • Cash

*To avoid suspension the automatic payment from your credit card is recommended.

Do you provide monthly invoices?

Invoices are usually sent by email. If you would like to receive them by mail, a postal fee of $1.00 applies.

How do I check my balance/invoice online?

  1. Login to Customer Center under Billing and Usage with your username and password.
  2. Click to: View and pay invoice.

Your username and password were emailed to you the day the account was activated.
If you don’t have them, please contact our technical support at 514-856-3500 option 2.

How can I make a payment online with a credit card?

If you are already making automatic credit card payments, you can update your payment information by calling us at 1-877-763-5606 or make these changes online by yourself.
Please follow the steps below:

  1. Login to Customer Center with your username and password.
  2. Click to: View and pay invoice.
  3. Click to: Pay. You have the choice to authorize or not automatic payments.

Your username and password were emailed to you the day the account was activated.
If you don’t have them, please contact our technical support at 514-856-3500 option 2.

How can I check my monthly data usage?

For any Adsl, FTTN or Vdsl connection please follow the steps below:

  1. Login to Customer Center, Billing, and Usage with your username and password.
  2. Click to: Connection log and next to Connections.

Your username and password were emailed to you the day the account was activated.
If you don’t have them, please contact our technical support at 514-856-3500 option 2.

For cable connection click on the following link: https://extranet.videotron.com/services/secur/en/tpia/usage_modem/input.jsp.

You will need the *VL* code provided.
The *VL* code was sent to you by email the day the account was activated.
If you don’t have it, please contact our technical support at 514-856-3500 option 2.

I have used the monthly data usage included in my package

For any Adsl, FTTN or Vdsl connection please follow the steps below:

  1. Login to Customer Center/Billing and Usage with your username and password.
  2. Click to: Extra data transfer
  3. Click to: Add and make the payment by credit card for $10.00+taxes. This allows you an additional 300 gigabytes for the remaining monthly cycle.

For any residential cable connection, extra usage is billed on your next monthly invoice at 0.35$ per gigabytes to a maximum of 50.00$.
For any business cable connection, extra usage is billed on your next monthly invoice at 0.35$ per gigabytes to a maximum of 100$.
If you would like to modify your plan, please contact our billing department at 514-856-3500 option 3

Credit card declined or NSF?

If your credit card is declined at payment day, please update your payment information in order to avoid a service suspension.
You can contact our billing department at 514-56-3500 option  3 or make the payment online.
In the case of NSF, a 20.00$ fee applies

I am moving - what do I have to do to transfer my internet, phone, and TV services to my new address?

If you are planning to move, please contact our sales team at ventes@colbanet.ca or by phone: 514-856-3500 option 1.

How can I add credits for long distance on my telephone service (VoIP) ?

If it’s the first time you are adding credits for long distance, please contact our billing department at 514-56-3500 option  3.
Once your account is set up for prepaid long distance and you would like to add an extra $20 or $40, you can make it online following steps below:

  1. Go to: Customer Center
  2. Click to: Billing and Usage enter the VoIP user and password.
  3. Click to: Add VoIP Time(20$ or 40$ by choice) and make the payment by credit card.

If you don’t have your VoIP user code or password, please contact our billing department at 514-856-3500 option  3.

How do I cancel the service? What is your cancellation policy?

Please send your request to accounts@colbanet.ca, mentioning your user code, name, address, and cancellation date.
It is your responsibility to contact the customer service in order to stop your billing.

I have prepaid for 1 year. How do I get reimbursed if I cancel before of the end of my contract?

For a residential service, a penalty of 10% of the residual value of the contract, applies.
We will reimburse by check 90% of the residual (delay of check is 1 month after cancellation)
For business contracts of one year or more, the customer may cancel by paying a penalty equal to 50% of the residual value of the contract.