FAQ’s – Customer Care

Customer Care


Customer Care Frequently Asked Questions

I am looking for local Internet and telephone services. The central Alberta area has other rural providers, why is Infinity Internet different?

This is a great question, and it is one we often receive from potential customers.  The number one reason that Infinity Internet is the provider for you is that we are intimately familiar with providing Internet and phone services to many of the rural areas in central Alberta.  For some residents, we may even be the only option when it comes to these services, but that doesn’t mean that we take their patronage for granted.  We have consistently upgraded our services and the features of those services, investing a great deal of resources into improving our network, security, and customer service.

I need to make changes to my account.  Am I able to do this online?

At Infinity Internet we are happy to offer our customers an online portal through which they can easily view their account information and billing statements. Certain tasks, however, will need to be completed via phone or at our local office. For example, if you would like to change the credit card on file for your account, you will need to call 780-701-7441, and speak to one of our customer service representatives.

What service options do you provide people in terms of local telephone service?

Infinity Internet offers potential customers a variety of flat-rate plans that include everything from high-speed Internet, long distance calling plans, and basic telephone services. To learn more about these options, please visit our Services page which features information for both residential customers and commercial customers.

Where and how can I sign up for services with Infinity Internet?

If you are ready to sign up for services, all you have to do is to give us a call or stop by our local office.  We maintain regular business hours in our local office, and you will always be able to reach a customer care representative by calling our customer service contact number, 780-701-7441 . If you’re not sure what services or options you’d like to sign up for, our representatives can work with you to help you determine exactly which services will best suit the needs of your home or business.

How can I determine whether or not my location is covered for Internet and phone service with Infinity Internet?

For potential customers who are still learning about Infinity Internet phone and Internet services, our detailed coverage maps available on our website will help you to gain an immediate understanding of the areas that we cover within central Alberta, including Buffalo Lake and Elizabeth.  If you are concerned that your home or business may not be covered, we can send one of our qualified technicians out to your location where they can test the signal strength at no cost to you.

What are your customer service hours?

Our customer care professionals are available to answer any of your questions Monday through Sunday, from 8am to 8pm.  On holidays, they are available 10am to 4pm.

How can I sign up for services with Infinity?

As soon as you have checked our coverage map and believe that you are in our coverage area, signing up is simple, and you can do so in one of two ways:

  • You can sign up using our online form, or
  • You may contact one of our customer care professionals at 780-701-7441.

Will I be charged if the service is unavailable when the technician arrives at my home?

Absolutely not.  We can send one of our technicians to your home free of charge in order to test the signal strength and determine whether or not services are available in your area.

Can you tell me more about your referral program?

Our customers are very important to us.  That is why in addition to doing everything we can to improve our services, we have developed a variety of customer-oriented programs, among them our customer referral program. For every new customer referral that you submit to us that result in a paid client, you will $50 from Infinity.  That means that if you refer 10 customers to Infinity and who sign up for service, you will receive $500! All you have to do is ensure that any referral customer provides your name at the time they contact Infinity to begin their services. And be sure to tell those you refer that they will receive $25 off of their installation fees by simply providing your name at the time they call in to schedule their installation.

What are your payment options?

At Infinity, we understand that paying bills can be difficult.  That is why we have revamped our billing and accounting processes in order to make it easier than ever to manage your account.  Infinity customers now have the option of authorizing a monthly withdrawal from either a bank account or major credit card, they can mail in a check, or they can contact our offices at 780-701-7441  and make a direct payment over the phone.

contact us