Frequently Asked
Questions

We are not all technology experts, so here are some answers to your questions.

How do I subscribe?

To subscribe, call us at 1 (819) 623-282 and we will schedule an appointment with our service team for the installation. If the services are not yet available in your area, we will inform you as soon as they do.

Are the services offered in my region?

You can use the interactive map to see if your region is covered by the CTAL services, or simply call us at 1 (819) 623-2825.

Do you offer a seasonal service suspension?

Yes. Our seasonal suspension allows you to deactivate your services when you close your cottage and reactivate them when you return. The fee is $ 40, paid once upon deactivation. Contact our technical support for the reactivation of services once you are back.

I've just built my house. Will I have access to your services?

If your house is situated in a sector where our services are already available, in most cases, it will be possible to subscribe to our services. In certain cases, it might be necessary to complete a feasibility study. Additionally, the availability of services for new developments will be delayed as they were not part of the original development plans. Please call us at 1 (819) 623-2825 to review your specific needs.

[INTERNET] How to choose a plan that suits my needs?

Choosing the right plan depends on two major factors: how many people use Internet simultaneously and for what purpose. For example, paying bills and checking emails require a low download speed, however telecommuting (teleworking) and online gaming require a higher download speed to insure a satisfying experience. We will help you to choose the right plan when scheduling your installation appointment.

Check out our monthly plans

[INTERNET] Do you offer unlimited data?

Unlimited data is available with any of our plans by simply adding $ 5 per month. Are you a Desjardins member? Take advantage of one year unlimited data for free.

[INTERNET] How can I check my data usage?

Each member can verify their data usage by logging to their account via CTAL Members’ Portal. Your username is your member number, beginning with CTAL in capital letters, followed by 5 numbers. If you lose or forget your password, just call us at 1 (819) 623-2825 and we will reset it for you.

[TELEPHONY] Can I keep my phone number?

You may be able to transfer your phone number to CTAL only if it’s a local phone number. It can take up to 10 business days to complete the transfer.

[TELEPHONY] What options are included in your plan?

Our plans include the following options:

  • Unlimited long distance in the province of Québec;
  • Call display;
  • Voice mail;
  • Three-way calling;
  • Call waiting;
  • Call forwarding.

[TELEVISION] How many devices can I connect to a receiver / recorder?

In most cases, each device will need its own receiver or recoder, however all of them will work on the same plan. When subscribing, you will be able to choose from a list of receivers and recorders such as HD, 4K and wireless models.

Stay informed by subscribing to our newsletter.

[TELEVISION] What channels will be offered?

Our team is currently working to finalise our television plan. You can expect to choose from over a hundred channels offering French and English programming. We also plan to offer thematic and à la carte plans. Visit the site or subscribe to our newsletter to stay informed.

I received a letter talking about the project: Brancher Antoine-Labelle. What is this about?

This letter was sent to inform you of an exiting project coming to your neighbourhood. The MRC is getting ready to deploy a fibre optic in your area. This immense infrastructure is being built by MRC d’Antoine-Labelle (Regional County Municipality) which governs over 17 municipalities. This brand-new infrastructure will be deployed over 1900 km and will provide the community with high speed Internet, telephony and television services at competitve pricing. The first phase of roll out will cover the Vallée de la Rouge, followed by Rivière du Lièvre. Technicians will soon be connecting the optic fibre (or drop cable) from the main network to your property. This process will also require the installation of a small box outside of your property. During the installation, you do not need to be present and no access inside your house is required. During the initial deployment, all installation charges will be covered by the MRC. You can opt out of the initial installation, however the MRC will no longer cover the installation charges should you require a connection at a later time. Allowing the MRC to connect your house to the network does not necessarily mean you must subscribe to the services.Since there are no commitments to subscribe to CTAL services, we highly recommend to have your house connected to the main network. Should you happen to put your house for sale, or change your mind and wish to subscribe, there will not be additional charges for connection. You or the future house owner(s) will only need to schedule an installation and subscribe to one of our monthly plans.
You will be notified once the connection is complete.You can visit our website and call us to schedule an installation and subscribe to any of our plans.

Read the English version of the letter here.

What happens during the installation?

The CTAL technician will install an optical fiber cable from the termination box, usually located near the electricity meter, to your home. In order to do this, the technician will drill a small hole in the outside wall to insert the fibre and then reseal the hole adequately. Inside the house, the optical fibre will be connected to a modem, and a router will be installed to broadcast the signal. The technician will make sure the equipment is working properly and the network coverage is optimized. If you wish to subscribe to telephony, an 8-hour battery backup will also be installed. This battery provides power to the telephone during electrical outages.

To make an appointment, contact us at 1 (819) 63-2825.

The electricity meter is not located on the outside wall of my house. Will that be an issue?

For cases where the meter is not located on the outside wall of your home but on an electrical pole, the optical fiber termination box will be installed next to the electrical meter. From there, the optical fiber will need to go to your house. If electrical cables run underground, the technician will have to run the optical fiber in a trench or in the telecommunications conduit up to your house. The installation fees cover up to 100 feet of optical fiber. Any extra will be charged at a rate of $0.50 per feet.

For more information, please contact us at 1 (819) 623-2825.

Can I still get optical fiber installed if the electricity runs underground?

It may be possible to get access to our services even if the wires run underground. However, you may be required to prepare a trench or a conduit prior to scheduling an installation. We suggest you call us to discuss your specific needs.

A conduit is a one-inch diameter pipe buried about 1 foot deep and equipped with a pulling string to facilitate the routing of the wires. It must be designed for telecommunications and must not carry your house’s main electrical power cable. If  a conduit was installed a few years ago, you must check its clearance before making an appointment and plan to install a pulling string, if there is none.

You could also open a trench about a foot deep for the optical fibre cable. However, should the cable pass under a path or a car passage, we strongly recommend that you install a conduit for a better protection.

For more information, please contact us at 1 819 623-2825.

Some neighbors have had equipment pre-installed. Am I eligible too?

Areas where the network deployment is in an advanced state can schedule a partial (or pre-) installation. Once services are enabled in your area, you will only require a subscription to a monthly plan. You can stay informed of progress and get updates by visiting our Facebook page or by signing up to our newsletter.

You can follow the progress of the roll out by visiting our Facebook page, or contacting us at 1 (819) 623-2825.

What should I do if the optical fiber cable has been damaged outside my home?

You must contact our technical support at 1 (819) 623-2825. In general, the costs of maintenance and repairs of the network to the termination box are covered by the MRC d’Antoine-Labelle. However, you will have to assume the repair costs if you are responsible for the damages. From the outside connection box to your house, repairs costs will be yours. As such, you must pay replacement costs to optical fibers buried on your property, whether it is a conduit or a trench, even if the termination box is located on your home.

[CO-OP] What is CTAL and why become a member?

The CTAL stands for Coopérative de télécommunication d’Antoine-Labelle. It was founded to operate the optical fiber network built by the MRC d’Antoine-Labelle. CTAL is a solidarity cooperative, and therefore, offers services on a membership basis. You can become a member of CTAL by paying a one-time $20 mermbership. As a member, you will have access to the different services CTAL offers. Your membership also entitles you to vote during general meetings. Membership fees are refunded upon cancellation.

Become a Member!

[CO-OP] I am a member, but I will not have access to your services. Can my membership be refunded?

Membership fees are refunded upon cancellation. If you wish to cancel your membership, call us at 1 (819) 623-2825.

[CO-OP] Does becoming a member mean CTAL services will come to my neighbourhood faster?

Although you must be a member to subscribe to our services, membership does not affect to the fibre optic deployment plan. As construction progresses, residents in neighbourhood where the roll out is imminent will receive notification from the MRC. You can follow the progress of the project by visiting our Facebook page or subscribing to our newsletter.

[CO-OP] What is the difference between the MRC and the CTAL?

The MRC of Antoine-Labelle is responsible for the construction of the fiber optic network. The project is called: Brancher Antoine-Labelle . The MRC is the owner of the network and coordinates the fiber deployment on the territory. CTAL is a cooperative founded with the sole purpose of operating the network and providing services to its members. CTAL is also responsible for connecting your house to the main network.

Click here to learn more about the project.

[NETWORK] What is the difference between an optical fiber network and other technologies?

CTAL offers a Fiber To The Home (FTTH) type connection. There are currently other technologies available on the market such as a wireless connection, by satellite or cellular waves. Fibre optics is the most powerful technology known to date in terms of speed and quantity of data transmitted. Unlike a wireless, satellite or cellular system, fiber optics are not affected by weather conditions, electromagnetic disturbances, buildings or surrounding nature. The signal transmitted is therefore extremely reliable, constant and stable..

Check out our monthly plans.

[NETWORK] Why is it taking so long to deploy the network?

The construction of a 1,900 km fibre optic network is a very complex process. One of the critical factor is the ability to obtain permits to attach fibre optic cables to electricity distribution poles. These permits are issued by the companies which own the poles. Although essential to the development of the project, the procedure for obtaining these permits is long and time-consuming, and must be repeated for thousands of poles.

To stay up-to-date on the project’s progress by subscribing to our newsletter.

[NETWORK] How is the construction of the network financed?

Consult the Brancher Antoine-Labelle website for construction details.

[ACCOUNT] How do I access my account in order to view my invoices?

View and download your bills, track your Internet data usage and more by logging into the CTAL’s member portal link. An account is automatically created when you sign up for electronic invoices or call us to activate your account 1 (819) 623-2825.

Your credentials to log into the CTAL’s member portal will be sent to you in the installation confirmation email. Your usernmae is the nubmer found on your membership card, beginning with “CTAL”. After the initial login, you will be asked to change/create a new password.

If you need support, contact us at 1 (819) 623-2825.

[ACCOUNT] How do I access my @ctal.coop emails?

Your email account is automatically activated if you opted to receive electronic invoices. If you need support or wish to activate your account, contact us at 1 (819-623-2825.

You can click this link to log in to the CTAL’s member portal and access your email inbox. To log in, you must enter your username. If you are accessing the site for the first time, you will be required to enter a temporary password. After the initial login, you will be asked to change/create a new password..

If you need support, contact us at 1 (819) 623-2825.

[INVOICE] How can I pay my bills?

If your financial institution is listed below, you can use their online services to pay your bills.

  • Caisses Desjardins ;
  • BNC National Bank of Canada ;
  • BMO Bank of Montreal ;
  • Laurentian Bank ;
  • RBC Royal Bank ;
  • Tangerine ;
  • Toronto Dominion Bank (TD) ;
  • Manulife Bank of Canada.
    You can search for the organization: CTAL (QC).

It is also possible to pay invoices in store or by mailing us a cheque payable to CTAL. Please make sure to include the payment slip along with the invoice and to send your payment to the following address:

CTAL
600, boul. Albiny-Paquette, Suite 203
Mont-Laurier (Quebec) J9L 1L4

[INVOICE] When is the invoice issued and what does it include?

The invoice is issued on the 1st of each month for the current month. For a new subscription, the first invoice also includes the installation fee, the membership fee of $20 (if not already paid), the number of days of service use prorated from your activation date, and the current month. This means that if your service is activated on September 15, you will receive an invoice on October 1 that includes 15 days of use for the month of September, your month of October, your installation fees and your membership fee. In subsequent months, you will only be invoiced for the current month.

[INVOICE] There seems to be an error on my invoice. What should I do?

If you believe there was an error on your invoice, call us at 1 (819) 623-2528. You have ninety (90) days from the billing date to request a revision in case of an error. Corrections are applied as a credit on the following invoice. To avoid interest being added to your invoice, ensure your payment is received before the due date.

FAQ

What if we connect?

Via Mont-St-Michel, Lac-Saguay or Lac-du-Cerf, optical fiber will serve nearly 16,500 homes. A speed of 100 Mbps in our remote villages and our isolated roads, that's CTAL.
See our Internet plans