About automatic credits for internet service disruptions
Automatic credits are issued for internet service disruptions lasting 24 hours or more when the cause of the service disruption is within Northwestel’s direct control. This means that disruptions caused by environmental damage, such as wildfires, or damage caused by third parties are not within the scope of automatic credits.
The rates, charges and conditions upon which Northwestel’s services and facilities are offered are regulated by the Canadian Radio-television and Telecommunications Commission and are set out in tariffs approved by the Commission. You can find our General Tariff and all other tariffs here.
How automatic credits are applied
When automatic credits are applied for an internet service disruption lasting 24 hours or more, they will show on your service bill within the next two billing cycles as a separate line item. The line item will read “Internet outage” with the date range of the disruption, and a credit amount equal to or greater than the prorated cost of services for the period of the disruption.
If you have experienced an internet service disruption and have not received an automatic credit, it is most likely because the issue was resolved within 24 hours or was not caused by an issue within Northwestel’s direct control. For more information or to inquire about service-related credits, please contact our Customer Care Centre at 1-888-423-2333 or use the live chat on our website to speak with a representative.
