Frequently asked questions and technical support

Check the practical and important information related to Copper Network removal here .

Do a speed test on Speed Test  and check if the speed corresponds to your Internet package.

If not, connect directly to the modem with a cable without going through the router and repeat the test. If the speed still does not correspond to your package, contact our technical support toll-free at 1-877-627-5283 (select option 5, then option 2).

If you have a modem with a "Status" or "DSL" light that is off, make sure there is a cable connected from Line (or DSL) to the phone line.

If the "Status" or "DSL" light is still not lit, call our Technical Support toll-free at 1-877-627-5283 (select option 5, then option 2).

If you have a router, please make sure that the cable is connected from the modem's LAN1 to the router in the Internet or WAN port. If this is the case, restart the router. If it still doesn't work, connect directly to the modem without going through the router.

If you do not have a router, please make sure that the cable goes from the modem's LAN1 to your computer.

Please contact one of our representative at 1 877-627-5283. 

A password has been temporarily assigned to you. It is the last 4 digits of your phone number, followed by the #.

For your security, we suggest that you change this temporary password. To do so, follow these instructions:

1. Dial *98, followed by the temporary password;
2. Press 8;
3. Press 4;
4. Enter your new password (which can be 4 to 15 digits long and does not begin with 0), followed by #.

To protect your account and your personal information, we have security measures in place to verify your identity. That's why we ask you to confirm your identity when you call us. For example, we may ask you to confirm certain account or service usage information that only you know. This authentication process prevents malicious people from attempting to fraudulently obtain confidential information about a third party, an illegal practice known as "social engineering." We ask for your patience and understanding when we ask you to provide this type of information, as the purpose of this process is to protect you.

• Minimum System Requirements PDF file
• Connecting the modem PDF file

A wired connection and at least one additional wired or wireless connection are required to obtain total download speed.

Wi-Fi uses radio frequencies to provide a wireless Internet connection to your devices. These radio frequencies can be weakened by different materials such as cement, and also by large furniture and appliances in your home.

Interference may also come from surrounding Wi-Fi networks and certain electronic devices such as microwave ovens. The age and quality of your devices can also impact the performance of your Wi-Fi.

The age of devices connected to the Internet, whether by wired or wireless connection, has a direct impact on Internet performance. Newer devices offer faster Internet speeds than older devices. If you’re getting slower speeds and have an older device, the device might be the problem.

Consult the documentation provided here PDF file to find out how to identify your fiber modem.

Consult the documentation provided here PDF file to find out how distance from the fiber modem affects the Wi-Fi signal strengh.

Do a speed test on Speed Test  and check if the speed corresponds to your Internet package.

If not, connect directly to the modem with a cable without going through the router and repeat the test. If the speed still does not correspond to your package, contact our technical support toll-free at 1-877-627-5283 (select option 5, then option 2).

If you have a router, try restarting the router. If the problem persists, connect directly to the modem with a cable without going through the router.

If you have a modem with a "Status" or "DSL" light that is off, make sure there is a cable connected from Line (or DSL) to the phone line.

If the "Status" or "DSL" light is still not lit, call our Technical Support toll-free at 1-877-627-5283 (select option 5, then option 2).

If you have a router, please make sure that the cable is connected from the modem's LAN1 to the router in the Internet or WAN port. If this is the case, restart the router. If it still doesn't work, connect directly to the modem without going through the router.

If you do not have a router, please make sure that the cable goes from the modem's LAN1 to your computer.

Incoming server type: POP3

Incoming server: You will find the address of your incoming server in the following list PDF file , depending on your geographical location.

Outgoing server: You will find the address of your outgoing server in the following list PDF file , depending on your location.

Username: Your full email address

Password: Your password

Check the box "My outgoing server requires authentication."

You must restart your receiver.

You are not subscribed to this channel. You have two options:

1. Call us to add the channel to your TV package at 1-877-627-5283.

2. Tune in to a channel you already subscribe to. You can enter a channel number, such as "05", then press "OK" and then try to change the channel.

If the problem reoccurs, press the Guide button repeatedly until you see "Subscriber" in the upper left corner, under the image, and above the date. Then press the "Exit" button, "05" then "OK" and everything should work.

Press "STB" and then "Power". If this does not work, press "STB" again, then "Power", take the original TV remote and press the "Input" or "Video source" or even "Source" button until a picture appears.

If this still does not work, call our technical support toll-free at 1-877-627-5283 (select option 5, then option 2).

You need to press "STB" and then try again. If it doesn't work, check when you click the channel change button if the "STB" light glows red. If it does, change the batteries in the remote.

If the light flashes red, but the channels do not change, restart the receiver.

Check that you still have access to the guide. To do this, press the "STB" button, then "Guide".

If nothing appears, turn on the television by pressing the "TV" button and then "Power".

If the guide appeared, try to change the channel by pressing the numbers "05" then "OK".

If this still doesn't work, make sure the network cable is connected at both ends. If it is, call our technical support toll-free at 1-877-627-5283 (select option 5, then option 2).

Make sure the network cable (it can be white or yellow) is plugged into the receiver and all the way to the other end.

If that is the case, call our technical support toll-free at 1-877-627-5283 (select option 5, then option 2).

Call our technical support toll-free at 1-877-627-5283 (select option 5, then option 2).

Try restarting the receiver.

If the problem persists, call out technical support toll-free at 1-877-627-5283 (select option 5, then option 2).

This can happen when the "OK" button is pressed twice while you are watching TV. Just delete them.

Call our technical support toll-free at 1-877-627-5283 (select option 5, then option 2).

Call our technical support toll-free at 1-877-627-5283 (select option 5, then option 2).

Make sure the white cable is in the white outlet on the TV and the black cable is in the red outlet on the TV audio input.

Using the receiver's remote control, press "Menu" and then go to "Settings". You will be asked for a password. The default one is "12345". Then go to "Advanced Options" and then "Video".

On this page, you must change the aspect ratio to "16:9" and set the aspect to "4:3 stretched 16:9." Then click on the "Exit" button on your remote control.

The remote control is not programmed to operate your new TV, so it will need to be configured.

To do this, call our technical support toll-free at 1-877-627-5283 (select option 5, then option 2).

Take the remote control of the receiver and press "STB" and then "Move".

• Complete user guide PDF file
• Indigo PDF file
• Wall socket for TV decoder
• Your TV gets a new look! PDF file

• Introduction of new area codes PDF file
• Features and options PDF file
• IP Phone – Connection guide for the ATA module PDF file

If your Maskatel services use our fibre optic network, your phone service, including the 9-1-1 service, will not work during a power outage. Note that the services that communicate using the phone service, such as a monitored medial device or a security system, may also not work.

To maintain access to a phone service (including 9-1-1) even during a power outage, we recommend that you purchase a compatible battery backup solution, also known as an uninterruptible power supply (UPS), for your modem from a third party retailer or keep a working mobile phone available.

You can purchase a compatible UPS for your modem from a third party retailer who sell electronics and related devices.

Choosing a battery backup

The power of a UPS is measured in volt-amperes (VA). We recommend a CSA approved UPS with a minimum of 750 VA, with a three-prong extension cord. Contact the UPS manufacturer to find what model best suits your needs.

Installing a UPS

Follow the UPS manufacturer's installation instructions.

Keeping your modem powered during a power outage.

When your modem is plugged into the UPS, it will automatically become your modem’s power source during a power outage, keeping your telephony service connected.

If you use a cordless handset, your cordless phone will be powered by the battery in the phone. If you wish to continue charging your cordless phone, you must plug the handset into the UPS.

How long will a UPS provide power?

To maximize the efficiency of your UPS, we recommend only connecting your Maskatel modem to it.

Assuming the UPS is only used to power your modem, the battery will typically last about twelve to twenty four hours, depending on its capacity (measured in VA). However, the actual length of time the UPS can power your modem depends on various factors. See the UPS manufacturer’s website for details.

Please visit the Call2recycle website to find a drop-off location that will accept your UPS.

The fibre modems impacted by power outages are:

• u6xw model
• 844G model
• 813G model
• 716GE-i model

Consult the documentation provided here PDF file to find out how to identify your fiber modem.

Here are some basic checks you should do before calling us:

• Is your phone properly plugged into a wall outlet?
• If you live in a single-family home, plug your phone into the Maskatel's phone socket (D-Mark) located where the cable enters the house. Do you hear a dial tone? If so, the problem is coming from inside the house. Check your phone equipment.
• Have you tried to make a call using another device?
• If you are using a wireless device, is the base station plugged into the wall socket? Are the batteries charged?
• Have you tried connecting to another wall outlet in your home?
• Have you hung up all the devices in your home?
• Have you tried to make a call by unplugging all other devices from their wall outlets first?

If the problem persists, don't hesitate to contact us at our toll-free number 1-877-627-5283.

This can happen when you have the "Three-Way Calling" option on your line. This feature is available free of charge to all our customers.

If you end a call and then quickly return to the line, your first call may have remained on and entered into a "Three-Way Call" with your new call. When you hang up, the phone will ring again to let you know that you are still on a call with the first caller. Simply pick up and hang up again to end the call.

To avoid this problem, after hanging up, wait at least 5 seconds before making another call.

A password has been temporarily assigned to you. It is the last 4 digits of your phone number, followed by the #.

For your security, we suggest that you change this temporary password. To do so, follow these instructions:

1. Dial *98, followed by the temporary password;
2. Press 8;
3. Press 4;
4. Enter your new password (which can be 4 to 15 digits long and does not begin with 0), followed by #.

Most of our customers can use one of the following numbers to access their voice mail, depending on their location.

1. Depending on your area, dial one of the access numbers below;
2. Press * at the beginning of the greeting;
3. Dial your voicemail number (phone number) + your PIN.

Drummondville: 819-445-5555
Saint-Éphrem: 418-484-1234
Saint-Hyacinthe: 450-251-5555
Saint-Victor: 418-588-8008
Upton: 450-549-1234

Long-distance charges may apply.
If you are unable to reach your voicemail at any of these numbers, please contact us at our toll-free number 1-877-627-5283. We will advise you on how to proceed.

Have you checked to see if this problem is only occurring with one of your devices? If so, it is possible that this device may be defective. Check the situation with your other devices. If you have a caller ID device that is not integrated with the phone (separate from your phone), unplug the device and recheck your line. It is very common for these devices to become defective and hang up calls at random times.

Most of the time, this problem comes from either the network, the phone system or the caller's device. Make a note of the phone number of the person trying to reach you and ask them to contact their phone company if possible, even if it is Maskatel.

However, even though you are the recipient of the call, do not hesitate to contact us to report the problem.

Your phone line may not have been activated properly when you moved into your home or it may have been suspended for non-payment. Contact our customer service department to verify the nature of the problem at our toll-free number 1-877-627-5283.

If it is a local call, did you dial the area code in addition to the 7-digit number? Mandatory 10-digit dialing is now in effect for all local calls.

If it's a long-distance call, did you dial 1 first, followed by the area code and the phone number?

Have you checked your phone to make sure that there are no keys that have been left depressed since your last call or that it is not defective? Have you tried dialing the number with another phone in your home?

You can dial *57 immediately after hanging up this call so that a record is made in our telephone system.

Carefully note the date and time of the call. We will not be able to provide you with the caller's information, but you can file a complaint with your police department, which will have access to this information under a court order.

The display only works with certain countries such as France, as some overseas countries do not have the technology to convert the display to North American standards.

The caller ID may be defective. There may be a problem on the line inside the house that is causing interference with the caller ID.

Check for a faulty DSL Internet filter when trying to receive a call without an Internet filter.

When an Internet filter is faulty, it may filter a little too much until it blocks the caller ID.

If it is a wireless device, it may take more than 2 rings on some wireless devices to receive the caller ID. This is often due to a design flaw that cannot be fixed unless you change the model of the device.

Some phone companies block access to this option that allows us to monitor the phone line in their central.

If you subscribed to DSL (high-speed) Internet before connecting your phone, did you properly install a filter at the outlet of your wall socket to block Internet interference? Has Maskatel installed a filter where the phone line enters your building?

Have you tried to unplug all other devices connected to the home phone system (phones, caller ID, modems, fax machines)?

After disconnecting all the devices, have you tried plugging in and using another phone in the house to verify that it is not a problem with one of your phones?

The National Mental Health Crisis and Suicide Prevention hotline (9-8-8) is not yet available in Canada, but you can still get help. To contact a crisis worker and ask for help without judgment, call 1-833-456-4566 or TEXT: adults 741741, youth 686868, in Quebec 1-855-957-5353.

More info at Let's Talk Suicide.

To protect your account and your personal information, we have security measures in place to verify your identity. That's why we ask you to confirm your identity when you call us. For example, we may ask you to confirm certain account or service usage information that only you know. This authentication process prevents malicious people from attempting to fraudulently obtain confidential information about a third party, an illegal practice known as "social engineering." We ask for your patience and understanding when we ask you to provide this type of information, as the purpose of this process is to protect you.

As an account holder, you can authorize another person (a co-user) to access your account. We have different levels of authorization that determine what you can do and what information you can access. Below is a chart of common transactions and who is authorized to perform them, based on account type.

The account holder can: 

• Activate a service;
• Cancel a service;
• Make a payment;
• Upgrade equipment;
• Change a phone number;
• Change a plan or feature.

Authorized co-user may:

• Cancel a service;
• Make a payment;
• Upgrade equipment;
• Change phone number;
• Change a plan or feature.

Any other user can: 

• Make a payment;
• Change phone number;
• Change a plan or feature.

Dealing with the estate of a deceased person can be a difficult task. In the event of the Account Holder's death, the deceased person's estate is responsible for paying any unpaid balance. If you wish to deactivate an account or transfer the responsibility to another person,please contact us.

We always ask for permission from a parent or legal guardian before knowingly collecting, using or disclosing personally identifiable information about a child under the age of 13 (for example, for contests and promotional activities). This policy applies to all of our websites and services for children.

In exceptional circumstances, we may collect, use or disclose personal information without your knowledge or consent. For example:

• an emergency where an individual's life, health or safety is threatened;
• a criminal investigation or breach of an agreement;
• when we are required to comply with a legal request, such as a subpoena, warrant or court order.

From time to time, we may monitor your use of our services in accordance with our Acceptable Use Policy and applicable laws. For example, we may need to review your bandwidth usage to ensure that our service is functioning properly or that you are complying with our terms of service.

We may monitor your usage if we suspect any of the following activities:

• spamming;
• harassment;
• uploading, downloading or sharing of copyrighted material;
• fraudulent use of our services.

For more information, please read our guidelines for the responsible use of Maskatel services.

To help us continually improve our customer service, we may record certain customer calls and use these recordings to train our employees, as well as to monitor compliance. In accordance with federal law, we will notify you via a recorded message that your call may be recorded to ensure quality service.

Only with your consent. When you use a voice-enabled smart home device to access our services, we may share some of your personal information with the device provider. For more details on what information is shared, please see the terms of use and privacy policies of your smart home device providers.

Express consent means explicitly agreeing to something, whether verbally, by signing a document, checking a box, or actively communicating your agreement in some other way. Where personal information is highly sensitive, we will seek your express consent before collecting it, for example, before conducting a credit check.

Implied consent means that we can infer from your actions that you agree to the use of your information in reasonable circumstances. For example, when you subscribe to a service, we assume that you permit us to monitor your usage so that we can send you invoices and use your address to send you important notices about your service.

We do our best to ensure the security of your personal information. We also encourage you to learn more about how to protect yourself from fraud.

The security and confidentiality of your personal information are important. You may contact the Maskatel Privacy Office at avislegal@maskatel.qc.ca, or by mail at

Maskatel Privacy Office
770 Casavant Blvd. West
Saint-Hyacinthe (Quebec)  J2S 7S3

We investigate all privacy complaints and take appropriate steps to resolve them, including, if necessary, changing our practices.