Why can't I call Customer Care?

Why can't I call Customer Care?

Netcrawler is built as a modern, digital-first internet provider. To deliver faster and more efficient support, we provide customer care online rather than through traditional phone call centres. We understand that moving to a fully online provider can feel different at first, but most customers are surprised by how quick and convenient Live Chat and WhatsApp support actually are. If phone support is a must-have for you, we completely understand — we just want to be transparent so you can choose the provider that best fits your needs. Still unsure? Send us a message and see how quickly we respond.

We support customers through:

  • Live Chat (A response within 10 minutes)

  • WhatsApp messaging (A response within 10 minutes)

  • Email Support (A response within 24 hours)

How does this benefits you?

  1. No waiting on hold - Skip phone queues and hold music. Send us a message and continue with your day while we work on your request.
  2. No repeating yourself - With chat, your conversation history stays in one place. You can refer back to previous messages anytime, and you won’t have to re-explain your situation if the issue continues.
  3. Faster troubleshooting -  Many troubleshooting steps involve short wait times (for example, restarting equipment or checking cables). Chat makes this easier because you can complete steps at your own pace. You can also send photos of your modem, status lights, or coaxial line if needed.
  4. Clear, trackable support - You receive written responses you can save and review — especially helpful when steps need to be completed in order.
Why this approach works for us (and helps you)
  1. We can help more customers, faster - Unlike phone support (one call at a time), digital support allows our team to assist multiple customers simultaneously. This helps reduce overall wait times and improves response speed.
  2. Better collaboration behind the scenes - If an issue requires additional review, our team can collaborate internally without transferring you between departments. We bring the right people into the same conversation so issues are resolved more efficiently.


    • Related Articles

    • Do you offer professional installation?

      Yes. If your home or unit is missing wiring, your cable outlet isn’t active, or the connection isn’t working, we can arrange a technician visit to get you set up. Pricing: Residential installation: $50 + tax Commercial installation: up to $75 + tax ...

    • Can I pay via online banking?

      No. Netcrawler operates as a subscription service and can’t be added as a bank bill payee. Payments are automatically charged to your saved payment method. If you prefer to pay directly from your bank account, you can ask your bank for a Visa Debit ...

    • What does the 1-year price lock mean?

      The 1-year price lock guarantees your discounted introductory rate for 12 months. After the 12 months, your plan automatically moves to the standard monthly rate. The price lock is not a contract — you can cancel anytime. We don’t charge cancellation ...

    • Is Netcrawler owned by Rogers or Bell?

      No. Netcrawler is independently owned and operated. We are not owned by, affiliated with, or a subsidiary of Rogers or Bell. Being independent allows us to: Offer competitive pricing Provide personalized customer service Operate efficiently and pass ...

    • What is Netcrawler?

      Netcrawler is a Canadian-owned independent Internet Service Provider (ISP) delivering high-speed, unlimited home internet across Ontario. Founded in 2020, Netcrawler was built with a simple mission: provide reliable internet at fair pricing, backed ...