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17January 2020

HOW TO SUBMIT A TICKET FOR YOUR ISSUE


Many times we get complaints regarding the long wait on the call for the customer or technical support. We understand the problem and hence we are working hard to shorten the wait time as much as possible. And, so we would like to inform our customers that they can always opt for taking things into their own hands by opening a ticket from their CanNet account by themselves.

Once in a while due to the high volume of calls, the wait time can be longer than usual. In such cases, we suggest our customers to login into their CanNet account and submit a complaint which will prompt open a ticket on our system which is followed up by our team. Even if you call in, the customer rep will first open a ticket which will be later followed the same way when you open a ticket by yourself. Please describe your issue and provide the best time to reach you when you submit a complaint so that customer support can help you as efficiently as possible.

Following are the steps to submit a complaint:

1. log in to your CanNet customer account at:    https://www.cannettel.com/myaccount

2. Locate the “Online Complaint” tab and select it


3. Click the “Submit Complaint” tab


4. Fill out the form filling in all the details appropriately


5. Submit the complaint, which will open a ticket in our system automatically

Other than that, customers can also drop an email to us regarding your issue:

Or, send a direct message on any of our social media platforms:

Don't forget, CanNet website has 24/7 live chat support at your service. All you have to do is follow the options and it will get you connected to the right person behind the scene; they will help you with your problem right away.


Once you select "existing customer" and confirm your account, you will be asked the following :


Select the appropriate option and if you are not sure whom to talk with just select customer support, and they will listen to your issue and act accordingly.

CanNet also has level 2 email support for customers who feel their issue was not solved at level 1. Reach out directly to the upper management by emailing us your issue at info@cannettel.com

We want our customers to reach out to us if they feel their problem is not solved or heard. It is your right as a customer to enjoy our services with no interruption and in case of one; we want to help you solve it as soon as possible. We have a very responsive management team who tries to help you solve your issue or will forward your issue to the needed department right away.

CanNet aims to be the most active and engaging ISP in Canada and we believe interacting with our customers directly also helps us in improving for the things we are lacking.

Please reach out to us whenever you need help regarding our service and we will gladly assist you.

Thanks,

CanNet Team