CUSTOMER SERVICE HOURS
Our Technical support team is available 24/7 for your assistance.
- By cheque, post-dated cheques, money-order or credit card (Visa, MasterCard or American Express)
- By automatic debit from your bank account or credit card
- By online banking or telephone banking
- At our payment drop box located at the side of the Source Cable office (no cash payments)
Who do I call before I dig in my yard?
Call before you dig! Contact Ontario One Call at 1-800-400-2255.
Where can I download the Pre-Authorization Debit Form?
For your convenience, you can pay your Source Cable invoice using our Pre-Authorized Debit plan. Just download and return the completed agreement to Source Cable by fax at (905) 574-4909 or email email@example.com.
If you need help with the following:
- How do I pay my invoice?
- Where can I download the Pre-Authorized Debit Form?
- What hours are you open?
- Who do I call before I dig in my yard?
- How do I access my account?
- How do I get Ignite TV with Rogers?
ARE ALL CHANNELS DIGITAL?
Yes, so you must have a Digital or HD terminal to access our television channels.
HOW DO I GET THE VARIOUS DIGITAL NETWORKS?
- Our Select TV package at $49.99/MO has 100+ channels
- Our Popular TV package at $74.99/MO has 130+ channels.
- Our Premier TV package at $99.99/MO has 170+ channels.
Please note these monthly rates are standalone rates and are lower in a bundle.
A number of our digital networks are also available on a standalone basis at rates from $2.00/MO to $25.00 Check our Entertainment Guide and website for complete details.
WHAT ARE YOUR DIGITAL THEME PACKS AND THEIR PRICES?
Source offers 25 Theme Packages that range in price from $0.00/MO (Shopping) to $25.00/MO (Sportsnet Plus + TSN Plus). Check our Entertainment Guide and website for complete details.
WHAT MULTICURAL NETWORKS ARE AVAILABLE THROUGH SOURCE?
Source offers numerous multicultural services in various languages including:
- Telelatino (Italian and Spanish); ATN (South Asian); Odyssey (Greek); Fairchild (Cantonese); Talentvision (Mandarin) Rai International (Italian), Mediaset Italia (Italian), as well as three Omni channels which offer programming in many languages.
- Also offered: Univision Canada (Spanish); RAI News, RAI World Premium and SkyTG24 (Italian); CEEN (Jamaican); Aapka Colors, Sony (Set Asia), Zee TV Canada (South Asian); Fairchild 2 (Cantonese); Filipino TV and GMA Pinoy TV (Phillipines); FPTV and Globo Brazil (Portuguese); DW Deutsch (German); TV Polonia (Polish); TV Japan (Japanese).
HOW DO I BLOCK PROGRAMMING?
The interactive program guide offers a Parental Control feature which allows you to block out specific networks or programs or services like On Demand and Pay-Per-View. You can also set locks based on Movie Ratings or TV Ratings. Simply press your menu/settings twice on your remote control to bring up Set Up. Then select Parental Control Setup and enter or create your 4-digit pass code.
WHAT’S THE DIFFERENCE BETWEEN DIGITAL CABLE AND HIGH DEFINITON TV?
High Definition has five times the picture resolution of digital cable which produces a far clearer picture. HDTV is shown in a 16:9 ratio, as opposed the 4:3 ratio of standard definition. Some HDTV programs also broadcast in Dolby 5.1 surround sound.
WHY ISN’T THERE ALWAYS HD CONTENT ON THE HD NETWORKS?
The amount of HD programming available on each network is dependent upon how much HD content each network has at their disposal. Most networks now offer 100% of their programming in HD while others don’t. When it’s not available, the networks will broadcast programs in standard definition. You can tell which ones those are as they normally have black bars on each side of the picture.
HOW DO I ACCESS CRAVE TV* + MOVIES + HBO AS WELL AS TMN ENCORE, SUPER CHANNEL, HOLLYWOOD SUITE AND OTHER CHANNELS ON DEMAND?
In order to receive these On Demand services, you need to subscribe to their original service. Then press the On Demand button on your remote control (or tune to channel 1) which will take you to the On Demand menu. Choose your network and then the movie/series that you want to watch.
If you don’t already have a Source Cable online account with your own User Name and Password, then you’ll need to: go to www.sourcecable.ca; click on My Source followed by My Source Login; follow the prompts to login or click “Register for the ﬁrst time”.
WHAT IS TV Everywhere (TVE) or TV on the GO?
Source Cable offers numerous TVE. Authenticated subscribers to these channels can access them FREE via a mobile device including iOS, Android, Laptop. These include CRAVE TV, TSN GO, Sportsnet, FX NOW, Hollywood Suite GO, Global GO, A&E, CNN, HLN, Stingray Music, CTV GO, WWE, NICK GO, Cable 14 NOW,Discovery Go, Family Go, Family Jr Go, Charged Go, Bravo GO, CP24 GO, CTV NEWS GO, Space GO.
HOW DO I ORDER A PAY PER VIEW MOVIE OR EVENT?
Select the Pay-Per-View listing from our main menu (channels 401-402-412-413) and scroll down to either movies or events. Select a title and order it. You can also contact a customer service rep at 905 574-6464 or firstname.lastname@example.org to place an order. You will be charged for this on your next invoice.
HOW DO I RECORD A PAY-PER-VIEW EVENT?
Using our interactive program guide (iGuide), select the PPV event you want to record and then press the Record button on your remote. If you haven’t already ordered this event, you will be prompted to authorize the order.
WHAT EXACTLY IS ON DEMAND?
On Demand offers a variety of first run, library & adult movies as well as TV Network movies, series and events. There are also free On Demand services available including Karaoke, Illusion, Kids Unlimited and Ambient TV. On Demand gives you access to content on over 40 different TV networks. You can access On Demand in a number of ways including selecting the On Demand button on your remote control; selecting the Menu /Settings button on your remote control and scrolling to On Demand; or by going to channel 1.
I STOPPED MY ON DEMAND MOVIE HALF WAY THROUGH IT. DO I HAVE TO GO BACK TO THE BEGINNING AGAIN?
No. You can resume the movie at the point you stopped watching it, anytime within 24 hours of ordering it.
CAN I ACCIDENTALLY ORDER A MOVIE ON DEMAND THAT I THEN HAVE TO PAY FOR?
If you choose a chargeable program by mistake, you’ll be prompted twice to confirm your purchase, giving you a second chance to say “no”.
WHAT IS A PVR (PERSONAL VIDEO RECORDER)
A Personal Video Recorder (or a Digital Video Recorder [DVR]) is a digital terminal with dual tuners and a hard disk drive that allows you to record your favourite shows and enjoy them later. It is a relatively easy and worry-free replacement for VCRs. Unlike that old VCR, a PVR will allow you to pause live TV! A great and under-appreciated feature...until you have it!
WHAT CAN YOU DO WITH A DUAL TUNER PVR?
You can record 1 show and watch another live show at the same time. You can record 2 shows at the same time while watching 1 of the shows being recorded. You can record 2 shows at the same time and watch something you previously recorded. You can also pause live TV (more info below).
WHAT’S THE EASIEST WAY TO RECORD A TV PROGRAM?
Press RECORD on the remote control while watching the program you want to record.
HOW DO I RECORD FROM THE PROGRAM GUIDE?
Press GUIDE on the remote and highlight the program you want to record. Press OK to start recording a current program or to schedule a later recording. You can also schedule a Series recording by following the instructions in the Guide section.
WHY DO I SOMETIMES GET A SCHEDULING CONFLICT MESSAGE?
You’ve most likely tried to schedule recordings that overlap each other time-wise. You’ll need to choose one or the other to record.
WHAT HAPPENS TO MY PVR RECORDINGS IF MY DIGITAL TERMINAL LOSES POWER?
All recordings that were saved prior to the power loss are preserved, as well as future recordings. The shows or movies scheduled during the actual power outage will not be recorded.
HOW DO I PAUSE LIVE TELEVISION?
Simply press the PAUSE button on your remote control and the PVR will pause your show until you return. When ready to resume, simply press PLAY on the remote control. Please note, if you pause live TV on one channel and then change channels, your pause will be released on the initial channel.
HOW DO I SET THE AUTOTUNE FUNCTION ON MY DIGITAL CABLE TERMINAL?
Press Settings on the remote; go to Main Menu; go to Setup; go to Guide Setup; go to Channel Entry Behaviour and change to Autotune. Press Exit and return to Main Menu.
WHAT DO I DO IF MY REMOTE CONTROL WON’T RESPOND WHEN I PRESS IT?
There are number of items you can check. Verify that the remote control unit is in “Cable” mode. Replace the batteries in the remote control unit. Ensure there is a clear line-of-sight between the remote control unit and the digital terminal. Aim the remote control directly at the front panel of the digital terminal.
THE PICTURE ON SOME CHANNELS IS BREAKING UP INTO LITTLE SQUARES AND THE AUDIO IS CUTTING OUT.
This is called pixilation and can be caused by a weak signal or loose connections. If this occurs, please be sure to check the connections on the back of the digital terminal, your television and the cable outlet on the wall. If the connections are tight, then contact our technical support team to schedule a service call.
I HAVE NO SIGNAL SHOWING ON MY TV SCREEN AND CANNOT GET A PICTURE.
Check the following items. Make sure your TV is on channel three. Push the “INPUT OR TV/VIDEO” button on your TV remote control. If you still experience problems, contact our technical support team.
NOTHING HAPPENS WHEN THE “GUIDE” BUTTON IS PUSHED, BUT I CAN STILL USE THE ARROWS TO CHANGE THE CHANNELS.
This happens when the program guide has not been completely downloaded during installation or when the digital terminal has been disconnected from a power source. Reconnect the terminal, then wait 15-30 minutes for the download process to finish.
Please download our Customer Education Manual (PDF) if you need help with the following:
- Digital cable troubleshooting tips
- What do I do if my HD terminal or PVR stops working?
- Easy Receiver Set-up
- On-Demand & Parental Control Tips
- Remote Control Programming
To successfully setup up your email accounts on the following email programs, just click the links below and follow the instructions. If you require further assistance, please contact the technical support team at Source Cable at (905) 574-6464 or email email@example.com.
Accessing and Configuring your email account:
** All access to @quickclic.net is fully accessed through @sourcecable.net therefore please setup your email client using @sourcecable.net only.
- Server: mail.sourcecable.net
- port: 993
- Encryption: StartTLS
- Authentication: Normal Password
- Server: smtp.sourcecable.net
- port: 587
- Encryption: StartTLS
- Authentication: Normal Password
CAN I GET INTERNET IF I DON’T SUBSCRIBE TO CABLE TELEVISION?
Yes, you can get any of our Internet services without cable television. All you need is a computer or wireless device (i.e., PDA, Blackberry, iPhone) or gaming console (Play Station, Nintendo, Xbox) and we’ll provide the connection and the equipment (i.e., modem). Source does not offer discounts to High Speed Internet when customers don't subscribe to a TV package and/or Home Phone service.
WHAT IS HIGH SPEED INTERNET SERVICE?
Source Cable delivers the Internet to your computer using co-axle cable or fibre optics. With Source Cable, there are no dial-up or busy signals. There are no additional usage fees when customers take our Ignite 150 or Ignite 500. In addition, no usage fees will be charged for Internet 5, Ignite 30 or Ignite 75 during 2017.
HOW DOES THE CABLE MODEM CONNECT TO MY COMPUTER OR HOME NETWORK?
The cable modem connects via an Ethernet cable to your computer or home network router.
HOW CAN I TEST MY SPEED?
You can test your speed here. Run the speed test and please register your results. When using a home network or multiple computers your speeds could be slower.
Click here for help on How To Optimize Your Internet Speed And Wi-Fi
WHAT'S THE PRICE AND HOW FAST IS IT?
- Internet 5 is $36.99MO and is 5 Mbps download and 1Mbps upload.
- Ignite 30 is $77.99/MO and is 30Mbps download and 5Mbps upload.
- Ignite 75 is $92.99/MO and is 75Mbps download and 10Mbps upload.
- Ignite 150 is $107.99/MO and is 150Mbps download and 15Mbps upload.
- Ignite 500 is $127.99/MO and is 500Mbps download and 20Mbps upload.
WHAT SOFTWARE DO I NEED TO BROWSE THE INTERNET?
All versions of Microsoft windows come with Internet Explorer. An alternate web browser to Internet Explorer is Mozilla Firefox.
WHAT EMAIL CLIENT CAN I USE TO CHECK MY EMAIL?
The three most popular programs used to check email are Outlook Express (installed with every installation of Windows), Microsoft Outlook (part of Microsoft Office) or Mozilla Thunderbird.
WHAT SHOULD MY EMAIL SETTINGS BE SET TO?
Your incoming mail server must be set to: “pop.sourcecable.net” and your outgoing mail server must be set to: “smtp.sourcecable.net” for residential and commercial use of sourcecable.net email account. This is not to be confused with settings that you need for web hosting domains such as your “companyname.ca”.
HOW CAN I SECURE MY E-MAIL ACCOUNT?
We suggest you use secure passwords for your e-mail accounts with Source Cable. Common names or dictionary words SHOULD NOT be used. The most secure method is to use a combination of (upper/lower case letters, numbers and special characters). At no time will Source Cable ever ask you for your password via e-mail. Phishing attempts are very common with Internet abusers and you should never provide any personal or financial information via an e-mail request.
WHAT IS WEBMAIL?
Webmail allows you to access your Source Cable e-mail account on any computer connected to the Internet via an Internet Browser such as Internet Explorer or Mozilla Firefox.
HOW DO I ACCESS WEBMAIL?
Just go to webmail.sourcecable.net and enter your User Name and Password. When logging in, your user name is the first half of your email address (i.e., firstname.lastname@example.org becomes techsupport) followed by your password.
CAN I HAVE A PERSONAL WEB SITE?
Yes. Webspace is available with an Internet connection and an active e-mail account.
WHY CAN'T I UPLOAD MY CONTENT FROM ANOTHER ISP?
For security purposes, Source Cable has implemented access restrictions which means customers must upload their web content from within our network.
WHAT IS A VIRUS?
A computer virus is a program or programming code that reproduces when it is copied or initiates a replication of another program. A virus can infect your computer through an e-mail attachment, a download file or from a disk.
WHAT DAMAGE CAN A VIRUS DO TO MY COMPUTER?
A computer virus attaches to another program (or replaces it) so that it can reproduce without you knowing it. It can quickly use up all the available memory on your computer and slow down or stop your system. Viruses can damage or destroy data files, make disks unreadable, format hard drives and change data on your computer.
WHAT IS SPAM?
Spam is unsolicited commercial e-mail. Aside from being a nuisance, spam increases the number of incoming e-mails and uses your computer’s resources unnecessarily. It also increases the risk of contamination by a virus.
HOW DOES SOURCE CABLE PROTECT THEIR CUSTOMERS FROM VIRUSES AND SPAM?
Source Cable scans all incoming email and looks for content characterized as spam or viruses. Source Cable does not delete the email, however we do tag it in the subject line of the email with either “*****SPAM*****” for emails matching our Spam criteria and “*****VIRUS*****” for emails containing a virus.
WHERE CAN I GET A VIRUS SCANNER FOR MY PC?
WHAT IS A FIREWALL?
A firewall examines each data packet that enters or leaves your computer. It prevents hackers from accessing your computer, passwords, financial information or any other types of information stored in files. It is software that authorizes “good” Internet traffic to circulate freely, while blocking “bad” traffic. It protects your computer against malicious Internet traffic, such as worms and Trojan horses.
DO I NEED BOTH ANTI-VIRUS SOFTWARE AND A FIREWALL?
Yes. Anti-virus software protects your computer against viruses. A firewall protects your computer against other types of Internet threats, such as hacking, worms, Trojan horse, which cannot be detected by anti-virus software. Firewalls do not necessarily protect your computer against all types of viruses. This is why it’s a good idea to install both anti-virus software and a firewall to maximize your protection.
WHERE DO I GET A FIREWALL?
WHAT IS SPYWARE?
Spyware is software that can record and transmit keyboard stroke sequences, histories, passwords and other confidential information via the Internet. Spyware is often marketed as software for performing surveillance or simply as tools to spy on users to access their confidential information.
WHAT SECURITY SOFTWARE COMES WITH WINDOWS?
Microsoft Windows includes a PC software firewall to help protect against intrusions. You can enable this under Network Connections within the Control Panel.
A series of videos about the Internet Code in ASL and LSQ are available here.
WIRELESS FIXED INTERNET:
HOW DOES WIRELESS INTERNET WORK?
A wireless receiver is installed externally at your home or business and is programmed to connect to Source Cable’s secure wireless access point. The external equipment connects directly to your computer or router inside your home or business.
WHERE IS WIRELESS INTERNET SERVICE AVAILABLE?
Areas that are currently serviced with Source Cable’s Wireless Internet service include Copetown, Lynden, Grassie, Tapleytown, Brantford, Binbrook, Stoney Creek mountain and parts of Ancaster, Dundas, Cayuga, Haldimand, Wainfleet, Wellendport and Hamilton.
IS THE WIRELESS INTERNET SERVICE PORTABLE?
No, it is a fixed wireless service. Access to the Internet is through the antenna fixed on your house or office.
IS THE WIRELESS CONNECTION SECURE?
Yes, Source Cable restricts access to the network by authorizing subscriber equipment information only. The connection is private and secure.
DOES WEATHER AFFECT MY WIRELESS SERVICE?
Source Cable’s wireless equipment needs to be installed in the open air, so weather can sometimes cause reception problems. However, Source Cable takes into account the harsh climate we live in and takes every precaution necessary to provide a reliable internet connection.
*Internet services purchased prior to May 1, 2017 (Internet 5, Internet 15, Internet 30, Internet 60, Internet 100, Internet 250, Internet 1,000), will still be available (i.e., grandfathered) for existing customers until they decide to upgrade or downgrade their Internet service, at which time they’ll need to select one of our newer (as of May 1, 2017) internet services. These services are subject to rate increases.
If you need help with the following:
- How do I create and set-up an email account?
- How can I test my Internet Speed?
- What is Webmail?
- How do I prevent a virus, spam and spyware?
- Can I just get Internet if I don’t have TV?
Home Phone Features:
Call & Visual Call Waiting
*70 or *57 disable indefinitely
*72 followed by phone #
Call Forwarding Not Available
*92 followed by phone #
Call Forwarding When Busy
*90 followed by phone #
Caller ID Block
*67 or 81 to block all calls
*98 and default password 123456
Setting # of Rings
*94 followed by # of rings and #
Download the PDF file below by Right Clicking on the document and selecting "Save link as":
Home Phone User Guide (PDF)
Please note Adobe Acrobat Reader is required to open this file.
IF I AM USING THE 3-WAY CALLING FEATURE AND BOTH NUMBERS ARE LONG DISTANCE, WILL I BE CHARGED FOR BOTH CALLS?
Not if you’re a Home Phone Plus customer and the calls are in Canada or continental U.S. If they’re International calls then yes, there will be a charge.
CAN I USE MY COMPUTER WHILE TALKING ON THE PHONE?
CAN I KEEP MY EXISTING TELEPHONE NUMBER?
Yes. To move your current number to Source Cable’s Home Phone service, we require a copy of your present telephone bill. We’ll then take care of all the details with your current provider.
CAN I CHANGE MY PHONE NUMBER AFTER IT’S INSTALLED?
Yes. A service charge may apply if the number change is not associated with the original installation.
CAN I ADD A SECOND LINE TO MY HOME PHONE SERVICE?
Yes, a second line, which is our Home Phone Basic service, can be added for $21.99/month.
IS SOURCE HOME PHONE SERVICE COMPATIBLE WITH FAX AND DEBIT MACHINES?
Source Phone services are compatible with most fax and debit machines. So that your faxes don’t interfere with your regular calls on your primary line, a second line at $21.99/month is recommended. Some features like Voice Mail can also interfere with faxes.
WHO DO I CALL FOR HELP IF I HAVE PROBLEMS WITH MY HOME PHONE?
Call our Technical Support department at 611 on your Home Phone or 905 574-7477.
DOES MY HOME PHONE SERVICE INCLUDE 911, 411 AND OPERATOR ASSISTANCE?
Yes. 911 calls are free and Directory Assistance (411) calls are $2.00 per call.
WILL MY HOME PHONE SERVICE WORK DURING A POWER OUTAGE?
Yes. Our Home Phone Plus modem comes with a battery which will provide 2-4 hours of back- up power. Please note that this only affects corded phones, as cordless phones require hydro to operate.
IF MY CABLE IS OUT, WILL MY HOME PHONE WORK?
CAN I ACCESS AN OPERATOR IF I’M DEAF?
Message Relay or 711 Service is not available at this time with Source Home Phone.
CAN I DIAL REGIONAL ACCESS NUMBERS LIKE 310-1010 (PIZZA HUT)?
Yes. When dialling 310 numbers, you simply dial the number without the area code (i.e., 310-1010).
DOES THE PHONE SERVICE APPLY TO BUSINESS AS WELL?
Check the Business section of this website for all the Phone options.
DOES MY SERVICE INCLUDE A LISTING IN THE TELEPHONE BOOK?
Yes, but Source Cable does not distribute a telephone book.
HOW DO I GET A NEW VOICEMAIL PASSWORD?
You can change your voice mail password by logging into the voice mail system via *98 and using your existing password. Press 0 for Mailbox options and 5 to change your voice mail password.
WHAT KIND OF TELEPHONE DO I NEED?
Any telephone that is rated for use on the Public Network will work.
WHAT IF THERE IS POOR VOICE QUALITY?
Voice quality can be affected by a number of factors including the in-house telephone wiring and jacks; cable connections; any additional splitters; and whether or not the modem has been moved. If the problem persists contact our technical support line at 905 574-7477.
HOW MUCH DOES IT COST FOR INSTALLATION?
Installation is free when you sign up to our pre-authorized payment and e-billing plan. Otherwise, it’s $60.00 for the first service, $85.00 for the second service and $100.00 for the third service. Services include cable television, Internet and Home Phone. Additional telephone jacks are $44.00 each. These installation rates do not apply to Commercial, Wireless Internet or Security services.
CAN I HAVE CABLE TELEVISION, INTERNET AND HOME PHONE ALL ON ONE BILL?
CAN I USE MY TELEPHONE CALLING CARD?
No, Source does not support this service.
CAN I RECEIVE COLLECT CALLS?
CAN I MAKE INTERNATIONAL CALLS?
AM I UNDER CONTRACT OR CAN I CANCEL AT ANY TIME?
There are no contracts to sign with Home Phone.
WITH HOME PHONE PLUS, CAN I ROLL MY UNUSED LONG DISTANCE MINUTES FOR CANADA AND CONTINENTAL U.S. INTO THE NEXT MONTH?
- No. Each month you’ll receive 1,000 minutes for long distance calls to Canada and continental U.S. At the start of the following month, you will receive a “new” 1,000 minutes. If you go over the 1,000 minutes during the month, you will be charged $0.03 per minute for any calls you make until the end of that month.
- IS THERE A RENTAL FEE ON TELEPHONE EQUIPMENT?
- No, we provide the modems at no charge.
- WILL I BE CHARGED FOR SERVICE CALLS IF I HAVE A PROBLEM?
- Source Cable does not charge for service calls that are related to our equipment or service issues. This includes faulty receivers or modems, wiring not installed properly and signal problems. However, if the cause of the issue is customer-related, and not related to Source Cable, there is a service charge.
If you need help with the following:
- How do I set up Voice Mail and other calling features?
- Will my home phone work during a power or cable outage?
- Can I make International Calls?
- Can I keep my present number and change it after it’s installed?
- Does Source phones work with Home Security, Fax and Debit machines?
For the fastest responsePlease contact us by phone: 905 574 6464
or by email: email@example.com
We will try to respond to concerns submitted within 1 business day
Here are a few other ways to share your concerns:
Office of the President
How do I reach the Office of the President?
Attn: Office of the President
333 Bloor St. E
Toronto, ON M4W 1G9
Office of the Ombudsman
How do I reach the Office of the Ombudsman?:
Attn: Office of the Ombudsman
333 Bloor St E 9th Floor
Toronto, ON M4W 1G9
Fax: 416 935-6304
For more information on the Office of the Ombudsman and what they can do for you check out the Office of the Ombudsman page.
Commission for Complaints for Telecom-television Services (CCTS)
CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.