Broadband North — Customer Terms and Conditions of Internet Service
Version: 2.0
Last revised: October 17, 2026
Effective date: October 17, 2026
This version replaces Version 1.2 (last revised September 4, 2026). For existing customers, any change that requires individual notice or express consent under section 15 takes effect only as stated in that notice or once consent is given.
Applies to: Residential, seasonal/cottage and business Internet services provided by Broadband North, Inc., operating as BBN.
Legal entity: Broadband North, Inc.
Business address: 1579 Fourth Line Road, Ohsweken, Ontario N0A 1M0, Canada
Customer service: 226-908-3406
Toll-free: 1-866-767-4583
General inquiries: info@broadbandnorth.com
Billing and invoice inquiries: billing@broadbandnorth.com
Website: www.broadbandnorth.com
Privacy Policy: www.broadbandnorth.com/privacy-policy
Tax-relief information and submission instructions: www.broadbandnorth.com/status-card-tax-relief
1. Agreement and Acceptance
1.1 These Terms and Conditions, together with your accepted service order or enrollment form, the applicable rates disclosed to you, and any related policies expressly incorporated and supplied to you, form the agreement between you and Broadband North, Inc. (“BBN,” “we,” “us” or “our”).
1.2 Your service order or enrollment confirmation identifies your selected Internet service, service address, recurring charges, applicable equipment and installation charges, activation date and any fixed-term commitment.
1.3 BBN will disclose the material terms before obtaining your acceptance and will provide a copy of the accepted agreement in a form you can retain. Express consent will be obtained where required for a fixed-term commitment, additional charge or material amendment.
1.4 Posting these Terms on the website does not, by itself, convert an existing month-to-month account into a fixed-term agreement.
1.5 If any provision is ambiguous, it will be interpreted in the manner most favourable to the customer, consistent with applicable law.
1.6 Mandatory legal requirements prevail over any inconsistent provision. Nothing in this agreement requires you to waive a right or protection that cannot lawfully be waived.
1.7 Subject to applicable law, a service-specific term expressly accepted in your service order prevails over these general Terms to the extent of a direct inconsistency.
2. Account Holders and Authorized Contacts
2.1 The account holder must be at least 18 years of age and must be the person or organization responsible for payment.
2.2 You must provide accurate and current information, including your legal name, service address, mailing address, email address and telephone number, and promptly notify BBN of changes.
2.3 BBN assigns each verified account a permanent customer number in the format YYYY + B for business or R for residential + a five-digit sequence, for example 2026R20004.
2.4 Your customer number is your payment reference for online banking bill payments and should be quoted in account correspondence.
2.5 You may authorize another person to discuss the account or request changes within the authority you grant. Authorization does not transfer financial responsibility from the account holder.
2.6 BBN may verify identity and account authority before disclosing information, accepting instructions or making changes.
3. Internet Service and BBN’s Role
3.1 BBN supplies Internet service using facilities and services provided by third-party network providers and partners.
3.2 BBN remains your point of contact for your account, invoices, service requests and support.
3.3 Availability is subject to technical feasibility, network capacity, necessary permissions and underlying-provider availability. BBN will confirm whether service is available at your proposed address.
3.4 Your selected plan, advertised performance characteristics, applicable usage allowances and any additional charges will be disclosed in your service order.
3.5 Actual performance may be affected by network conditions, underlying-provider facilities, customer devices, in-home wiring, Wi-Fi interference and the websites or applications accessed.
3.6 BBN does not guarantee uninterrupted or error-free service. This does not exclude any service-quality obligation, credit, refund, warranty or remedy required by law or this agreement.
3.7 Service changes must be requested through BBN’s customer service channels or an applicable BBN form. BBN will confirm approved changes and their effective dates. Cancellation requests are governed by section 9 and are not delayed merely because internal processing remains incomplete.
3.8 Installation, construction and additional chargeable work must be described and priced in the service order or a separate quotation accepted before that work is performed.
3.9 BBN will provide the applicable appointment window and disclose any potential service-call charges before a chargeable visit.
3.10 Promotions. From time to time, BBN may offer promotions that reduce or waive certain charges, including construction or connection costs. The details of any promotion, including eligibility, any required fixed-term commitment, the charges reduced or waived and the promotion end date, will be set out in the promotional materials and in your accepted service order. Where a promotion applies, those details take priority over the corresponding charges in these Terms, for that promotion only. If you cancel before completing a fixed-term commitment accepted as part of a promotion, the early cancellation process in sections 7 and 9 applies.
4. Prices, Billing and Payment
4.1 Billing Cycle
BBN bills in advance for the upcoming calendar month. A bill for September covers September 1 through September 30, subject to activation, cancellation and approved-hold adjustments.
4.2 Invoice Issuance
BBN issues invoices approximately seven calendar days before the first day of the month they cover.
4.3 Payment Due Date
Payment is due on the first day of each month, regardless of payment method.
Every payment, regardless of payment method, must reference your BBN customer number so it can be applied to your account.
4.4 Automatic Payments
Where you authorize automatic payment, BBN’s payment processor processes the authorized payment on the first day of the month.
Payment authorization is governed by the authorization you provide and applicable payment rules. Revoking payment authorization does not itself cancel service or discharge amounts properly owing.
A declined payment does not extend the due date.
4.5 Online Banking Bill Payments and Interac e-Transfer
You must allow sufficient processing time for payment to reach BBN by the due date and must use your BBN customer number as the payment reference.
If a payment cannot be identified because of an incorrect or missing reference, BBN may request payment details to trace and allocate it.
Interac e-Transfer payments must be sent from the email address you provided when you signed up as a customer, or the email address on file if you have since updated it with BBN, and must include your BBN customer number in the message. An e-Transfer sent from a different email address or without your customer number may not be applied to your account until it can be traced and verified.
4.6 Consolidated or Third-Party Collection
Where BBN has an arrangement with a First Nation or other organization to collect service charges, the arrangement applies only to customers approved for it.
Unless otherwise agreed in writing or required by law, you remain responsible for your charges until BBN confirms receipt of payment.
4.7 Invoice Content
Each invoice identifies the account total and applicable service charges, taxes, fees, credits, prior balances and approved adjustments.
Each invoice carries a unique invoice number in addition to the permanent customer number.
4.8 Changes to Prices
Price changes are governed by section 15.
4.9 Taxes and Tax Relief
Unless expressly stated otherwise, prices and fees are in Canadian dollars and exclude applicable taxes.
BBN calculates taxes according to applicable law, the nature and location of the supply, and any tax-relief eligibility supported by the customer’s documentation.
Customers requesting tax relief must complete BBN’s online tax-relief submission form and provide the supporting documents requested for verification. Submission alone does not establish eligibility.
Once eligibility is verified, BBN will apply the appropriate tax treatment. Any tax previously charged on supplies BBN confirms qualified for relief will be credited on the next invoice.
Customers must notify BBN of changes that may affect the tax treatment of their account.
BBN’s GST/HST registration number is 784424368 and appears on invoices.
4.10 Proration and Billing Corrections
Where service is activated, restored, paused or cancelled partway through a month, recurring charges will be adjusted to reflect the applicable service period.
Prorated recurring charges are calculated using the number of calendar days in the applicable month.
Backdated billing corrections must be explained and itemized. Internal approval does not authorize a charge prohibited by law.
4.11 Disputed Charges
Please report billing disputes promptly, preferably within 30 days of the invoice date, identifying the disputed amount and reason.
Failure to report within that period does not remove a statutory right to dispute a charge.
Undisputed amounts remain payable while BBN investigates. Disconnection safeguards for disputed charges are set out in section 5.
4.12 Returned or Failed Payments
A $25 fee may apply to a returned, reversed or dishonoured payment, together with any separately disclosed, lawfully recoverable financial-institution charge.
No charge applies for a failure caused by BBN or its processor’s error.
4.13 Credit-Card Processing Fee
Where you elect to pay by Visa or Mastercard credit card, BBN applies a processing fee of 2.4% of the amount charged, together with any applicable tax.
This fee is assessed by BBN, not Visa or Mastercard, and applies only to eligible credit-card transactions where permitted.
No such fee applies to pre-authorized bank debit, online banking bill payment, Interac e-Transfer, cheque or cash.
The applicable fee will be disclosed before the transaction and separately identified on the invoice or payment confirmation.
You may change to an available payment method without this fee by contacting billing@broadbandnorth.com. Required payment-processing notice periods may apply.
BBN applies the surcharge at the card-brand level and does not add a separate service or convenience fee for the same payment transaction.
4.14 Payment Processor
BBN uses Stripe as its third-party payment processor to issue invoices and to process credit-card and pre-authorized debit payments.
Payment details are entered directly with Stripe, and BBN does not store full card or bank account numbers. Stripe’s processing of your payment information is also subject to Stripe’s own terms and privacy policy.
BBN may change its payment processor and will notify you if the change affects how you pay.
5. Overdue Accounts, Non-Payment and Disconnection
5.1 Internal Follow-Up
Payment is due on the first.
Accounts without verified payment are reviewed for overdue follow-up on the 10th and receive an overdue notice.
Unresolved accounts are escalated to internal termination review on the 15th. Internal review is not suspension or disconnection.
5.2 Non-Payment Safeguards
For residential Internet service, BBN will follow the Internet Code’s non-payment safeguards as a contractual minimum, together with any additional mandatory requirements.
For failure to pay, disconnection may occur only where an applicable condition is met, including:
(a) an amount exceeding $50 has been past due for more than two months;
(b) the customer fails to provide or maintain a reasonable security deposit or alternative where lawfully requested; or
(c) the customer fails to comply with an agreed deferred-payment plan.
An account will not be disconnected for non-payment where a security deposit held by BBN covers the past-due amount.
5.3 Advance Notice
Before a non-payment suspension or disconnection, BBN will provide at least 14 calendar days’ notice identifying:
(a) the reason and amount owing;
(b) the scheduled disconnection date;
(c) the availability of a deferred-payment arrangement;
(d) any applicable reconnection charge; and
(e) how to contact a BBN representative.
BBN will provide a further reminder at least 24 hours before disconnection, subject to applicable lawful exceptions.
5.4 Disputed Charges
BBN will not disconnect service over a disputed charge where:
(a) you notify BBN of the dispute on or before the scheduled disconnection date;
(b) you pay the undisputed portion; and
(c) BBN has no reasonable grounds to believe the dispute is intended to evade or delay payment.
5.5 Timing of Disconnection
Except with customer consent or in applicable exceptional circumstances, disconnection will occur only:
(a) weekdays between 8 a.m. and 9 p.m.; or
(b) weekends between 9 a.m. and 5 p.m.
On a day preceding a statutory holiday, disconnection will not occur after noon. Times are based on the customer’s residence.
5.6 Payment Arrangements
BBN will identify the terms of an accepted payment arrangement and the consequences of failing to comply.
Where the customer fulfils the arrangement, any later non-payment will be treated as a new disconnection cycle.
5.7 Restoration After Non-Payment Termination
Restoration is subject to settlement of properly outstanding amounts or an accepted payment arrangement, technical availability and a valid payment method.
A $99 reactivation fee applies following non-payment termination where lawfully permitted and disclosed.
5.8 Disconnection in Error
Where BBN disconnects service in error, no reconnection fee applies.
Service will be restored no later than one business day after BBN becomes aware of the error for customers outside rural or remote areas. For rural or remote customers, BBN will restore service as soon as possible and advise the customer of the expected restoration date.
6. Beausoleil First Nation and Christian Island Service
6.1 Month-to-Month Agreement
Service is provided month-to-month. No fixed-term commitment or early cancellation fee applies.
6.2 Eligible Seasonal and Cottage Customers
Vacation and seasonal holds are available only to eligible seasonal and cottage customers in Beausoleil First Nation on Christian Island.
6.3 Hold Duration and Charges
Eligible customers may request an approved hold of up to six consecutive months.
Regular Internet service charges and equipment rental charges do not accrue during the approved hold.
Amounts properly owing before the hold remain payable.
6.4 Holds Beginning Before January 1, 2027
For a hold beginning before January 1, 2027, a $99 reactivation fee, plus applicable taxes, is charged when service resumes.
A hold beginning before January 1, 2027 and ending afterward remains subject to that arrangement.
6.5 Holds Beginning On or After January 1, 2027
For a hold beginning on or after January 1, 2027, a one-time $99 hold fee, plus applicable taxes, is payable upfront before the hold begins.
BBN will confirm the payment date when approving the request.
No separate administration or reactivation fee applies solely to restoring the existing service after that hold.
6.6 No Duplicate Charge
Only one $99 seasonal-hold or reactivation charge applies to each approved hold. BBN will not charge both for the same hold.
7. Township of Tiny Service
7.1 Initial Commitment
Your initial service commitment begins on the date Internet service is actually activated and continues for 24 months, subject to the pause provisions below.
BBN will identify your activation date and initial commitment end date in your service order or activation confirmation.
7.2 Approved Pauses
During the initial commitment, you may request a pause of up to three months at a time. There is no limit on the number of pauses you may request during the commitment.
An upfront pause fee of $65, plus applicable taxes, applies to each approved pause.
Regular Internet service and equipment rental charges do not accrue during the approved pause.
7.3 Extension of Contractual Commitment
Each approved pause extends the contractual commitment end date by the actual number of days service is paused.
A pause does not begin a new two-year term.
BBN will confirm the revised commitment end date in writing.
7.4 Early Cancellation Fee
If you cancel before completing the contractual commitment, the early cancellation fee is $20 for each full month of the commitment remaining, including an approved extension, subject to a maximum of $460 and the additional limit in section 7.5.
A partial remaining month is not charged.
7.5 Cancellation-Fee Expiry
The early cancellation fee will not exceed $20 for each full month remaining until the date that is 24 months after your original activation date.
No early cancellation fee applies on or after that date, even if approved pauses have extended the contractual commitment end date.
Accordingly, the applicable fee is the lowest of:
(a) $460;
(b) $20 multiplied by the full months remaining in the extended contractual commitment; and
(c) $20 multiplied by the full months remaining until the original activation date’s 24-month anniversary.
No fee applies where you otherwise have a right to cancel without penalty.
7.6 Final Invoice
Any applicable early cancellation fee will be itemized on the final invoice.
No additional cancellation penalty applies.
7.7 Service After the Commitment
After the contractual commitment expires, service continues month-to-month unless cancelled or replaced by a new agreement expressly accepted by the customer.
Continued use alone does not establish a new fixed-term commitment.
BBN will provide required advance notice of commitment expiry and applicable continuation terms.
8. Hold and Pause Administration
8.1 Hold and pause requests must be submitted in writing to billing@broadbandnorth.com or through a BBN-provided form.
8.2 Requests received before the 20th day of the month are ordinarily scheduled to begin on the first of the following month. Requests received on or after the 20th are ordinarily scheduled for the first of the month after that, unless BBN confirms another date in writing.
8.3 Holds and pauses are not backdated.
8.4 BBN will confirm the approved start date, scheduled restoration date, applicable fee and, for Township of Tiny, revised commitment dates.
8.5 Internet access is unavailable during a hold or pause. Internet-dependent security cameras, alarms, thermostats, monitoring systems and other connected devices may not function.
8.6 Service resumes on the confirmed restoration date unless a different arrangement or cancellation has been confirmed.
8.7 Customers may request earlier restoration. Regular billing resumes from the actual restoration date, with applicable proration.
8.8 A hold or pause is not cancellation. Customers wishing to end service must submit a cancellation request.
8.9 BBN may decline a request while an account is overdue, subject to applicable law.
8.10 Restoration remains subject to technical and underlying-provider availability. BBN will disclose any necessary change to the existing service and obtain any consent required before implementing it.
9. Cancellation and Final Billing
9.1 You may cancel service at any time by contacting BBN. An authorized representative may act on your behalf.
9.2 Cancellation takes effect on the date requested by you, in accordance with applicable law. BBN will not impose a prohibited advance-notice period or delay cancellation solely because internal processing is incomplete.
9.3 Regular service charges stop on the effective cancellation date.
9.4 BBN will prorate recurring charges for the service period and refund or credit prepaid amounts attributable to the period after cancellation, as required by law.
9.5 Beausoleil First Nation month-to-month accounts have no early cancellation fee.
9.6 Township of Tiny early cancellation fees are governed by section 7.
9.7 Cancellation does not discharge properly incurred unpaid charges or equipment-return obligations.
9.8 BBN will confirm the cancellation date and provide applicable equipment-return instructions.
10. Equipment Ownership and Care
10.1 Equipment supplied by BBN or an underlying provider and not purchased outright remains the property of its owner.
10.2 Your equipment record or service order will identify the devices and associated components supplied and which items must be returned.
10.3 You must take reasonable care of the equipment and must not sell, pledge, materially modify, tamper with or wilfully damage it.
10.4 You must promptly report loss, suspected defects or damage.
10.5 Ordinary wear and tear does not constitute wilful damage.
10.6 You must provide safe and reasonable access at agreed times for installation, maintenance, inspection or retrieval.
10.7 Equipment-return provisions apply to both Beausoleil First Nation and Township of Tiny accounts.
11. Equipment Returns and Charges
11.1 Complete Return
You must return all required BBN-owned equipment and associated components identified in the equipment record or return instructions, including supplied power adapters, power supplies, cables and accessories.
A missing required component makes the return incomplete.
11.2 Return Deadline
Return shipping must be completed using a shipping label dated no later than 21 calendar days after the cancellation date.
BBN uses the shipping-label date to determine whether the deadline has been met. Receipt within those 21 days is not required.
You must actually ship the equipment. Creating a shipping label alone does not satisfy the return obligation.
Retain the dated label, tracking information and proof of shipment.
11.3 Return Shipping
You are responsible for arranging and paying for return shipping and securely packaging the equipment.
11.4 Equipment-Return Address
Broadband North, Inc. — Equipment Returns
20 Roy Boulevard, Unit 2
Brantford, Ontario N3R 7K2
Canada
11.5 Acceptable Condition
No equipment-return or replacement charge applies to a complete return in acceptable condition, allowing for normal wear and tear.
11.6 Unreturned or Incomplete Equipment
If the deadline has passed and BBN has not received the required equipment or evidence of timely return shipment, BBN may issue a one-time unreturned-equipment charge of $249, plus applicable taxes.
An incomplete return, including a missing required power adapter or accessory, may result in the same charge.
The unreturned-equipment charge applies once to the equipment set associated with the cancelled service, not separately to each component.
11.7 Equipment in Transit
Where you provide evidence of shipment using a label dated within the return period, delivery time alone will not be treated as a missed deadline.
You remain responsible for completing the return.
11.8 Reversal Following Return
If an unreturned-equipment invoice has been issued, BBN will reverse the $249 charge and associated taxes after all required equipment is received and verified as being in acceptable condition, allowing for normal wear and tear.
This applies even where equipment is returned after the 21-day period.
11.9 Wilful Damage
A replacement charge of $249, plus applicable taxes, applies to an equipment unit that has been wilfully damaged.
BBN will identify the affected unit and explain the basis for the charge.
BBN will not charge both an unreturned-equipment fee and a wilful-damage replacement fee for the same unit.
11.10 Fixed Infrastructure
Do not remove installed fibre, buried cable or fixed network infrastructure. BBN will identify the removable equipment to be returned.
12. Trial Periods and Mandatory Cancellation Rights
12.1 Where the Internet Code requires a trial period for a new agreement carrying an early cancellation fee, BBN will provide at least 15 calendar days from the date service begins.
12.2 Where the customer self-identifies as a person with a disability and the extended trial requirement applies, BBN will provide at least 30 calendar days.
12.3 Applicable trial usage allowances and equipment-return conditions will be disclosed in the service order or accompanying trial information.
12.4 Trial usage allowances will meet applicable regulatory requirements. Where the plan includes unlimited usage, a numerical usage restriction will not be introduced without proper disclosure and a lawful basis.
12.5 Customers satisfying the applicable trial conditions may cancel during the trial without an early cancellation fee or other prohibited penalty.
12.6 BBN will honour any additional statutory cancellation, refund or contract-delivery rights.
13. Service Interruptions, Outage Verification and Credits
13.1 BBN supplies Internet service using facilities and services provided by third-party network providers. Availability and restoration may depend on those providers.
13.2 Customers experiencing an interruption should contact BBN so the issue can be investigated and, where necessary, referred to the applicable network provider.
13.3 Reports on third-party outage websites do not, by themselves, establish that your service is affected. BBN will verify suspected network outages with the applicable provider.
13.4 Customers may request a credit or refund for an interruption. BBN will assess the request using the confirmed circumstances, the terms applicable to the service and requirements imposed by law.
13.5 This section does not establish an automatic outage-credit entitlement or a fixed credit amount.
13.6 Nothing limits a credit, refund or other remedy required by law.
14. Acceptable Use and Network Security
14.1 You must not use the service to:
(a) break the law;
(b) send spam or commercial electronic messages contrary to applicable law;
(c) transmit malware or conduct network attacks;
(d) obtain unauthorized access to systems, accounts or data;
(e) infringe intellectual property or transmit unlawful content;
(f) unlawfully harass or threaten another person; or
(g) materially interfere with network security or operation.
14.2 You must not resell, redistribute or share service beyond the approved premises without BBN’s written agreement.
14.3 You must take reasonable steps to secure your devices, network and passwords.
14.4 BBN may apply reasonable, disclosed traffic-management practices. Usage limits, overage charges and restrictions on unlimited service must be disclosed where applicable.
14.5 BBN may take proportionate immediate action where legally permitted and necessary to protect network integrity or safety, address suspected fraud or comply with a legal requirement.
15. Changes to Service, Prices and Terms
15.1 BBN may change service or contractual terms only as permitted by law and the agreement.
15.2 During a fixed-term commitment, changes requiring informed express consent will not be imposed without that consent, except where a lawful exception applies.
15.3 For month-to-month service, BBN will provide at least 30 days’ written notice before a price increase, or a longer period where required.
15.4 Where the Internet Code requires 60 days’ notice for changes to key contract terms after a commitment period, BBN will provide that notice.
15.5 Other changes requiring advance notice will be communicated within the applicable period.
15.6 Notices will explain the change, effective date and applicable customer options. BBN will honour any right to refuse a change or cancel without penalty.
15.7 Posting revised website terms does not replace individual notice or consent where required.
15.8 No amendment retroactively creates a charge for an event occurring before it takes effect.
16. Privacy and Communications
16.1 BBN handles personal information in accordance with applicable privacy law and the BBN Privacy Policy.
16.2 The Privacy Policy is available at www.broadbandnorth.com/privacy-policy.
16.3 BBN may send essential account and service communications, including invoices, payment notices, outage information, contractual notices and equipment-return instructions, through verified contact channels, subject to applicable legal requirements.
16.4 Promotional messages are sent only with the consent required by law, identify BBN and include an unsubscribe mechanism.
16.5 BBN honours promotional-message unsubscribe requests within 10 business days.
16.6 You must keep your contact information current. An outdated contact detail does not authorize BBN to dispense with a legally required notice.
17. Relocation
17.1 Contact BBN before moving. Availability and installation requirements at a new address must be confirmed.
17.2 Any relocation or installation charge must be disclosed and accepted before chargeable work is performed.
17.3 Moving does not automatically establish a new fixed-term agreement.
17.4 If service is unavailable at the new address, BBN will explain the available options and assess cancellation obligations under this agreement and applicable law.
18. Suspension or Termination by BBN
18.1 BBN may suspend or terminate service for non-payment following section 5, material breach, fraud, serious security or safety threats, loss of underlying service availability or inability to serve the address, only as permitted by law.
18.2 BBN will provide required notice and opportunities to remedy a breach.
18.3 Immediate action will be taken only where legally permitted and reasonably necessary.
18.4 If BBN ceases supplying service, final billing, credits, refunds and equipment obligations will be handled under the agreement and applicable law. No early cancellation fee will be imposed solely because BBN elects to discontinue service without customer breach.
19. Liability
19.1 To the extent permitted by law, BBN is not liable for indirect, incidental, special, consequential, punitive or exemplary damages, including lost profits, lost revenue, lost data or business interruption.
19.2 To the extent permitted by law, BBN’s total liability relating to the affected service is limited to the amount paid for that service during the three months immediately preceding the event giving rise to the claim.
19.3 BBN is not responsible for failures genuinely beyond its reasonable control, including severe weather, ice conditions, transport interruption, power failure, fire, labour disruption, vandalism and governmental action, to the extent those events prevent performance and reasonable mitigation steps are taken.
19.4 Reliance on an underlying provider does not remove an obligation or remedy BBN owes under applicable law.
19.5 Nothing excludes liability that cannot lawfully be excluded or limits a mandatory refund, credit or consumer remedy.
20. Indemnity
20.1 To the extent permitted by law, you agree to indemnify BBN against third-party claims and reasonable costs resulting from your unlawful use of the service or material breach of the agreement.
20.2 This does not require you to indemnify BBN for BBN’s own negligence, wilful misconduct or breach of law, or for another person’s conduct for which you are not legally responsible.
21. Complaints and Dispute Resolution
21.1 Contact BBN first:
Telephone: 226-908-3406
Toll-free: 1-866-767-4583
Email: info@broadbandnorth.com
Billing: billing@broadbandnorth.com
21.2 BBN will acknowledge the complaint and work with you to investigate and resolve it. You may request internal escalation.
21.3 You may contact the Commission for Complaints for Telecom-television Services Inc. (CCTS) to ask whether your complaint falls within its mandate:
Website: www.ccts-cprst.ca
Telephone: 1-888-221-1687
Email: response@ccts-cprst.ca
21.4 Nothing prevents you from exercising applicable rights before a regulator, complaints body, court or tribunal.
21.5 No prohibited mandatory arbitration requirement or waiver of proceedings is imposed by this agreement.
22. Notices and Agreement Records
22.1 BBN may give notice through verified email, text message, invoice message, postal mail or another agreed channel, except where a particular method is required.
22.2 Website posting alone does not replace legally required individual notice.
22.3 Customer requests should be sent through BBN’s published contact channels. The effective cancellation date is governed by section 9, not by the date BBN completes internal data entry.
22.4 BBN will retain records of material disclosures, acceptance and contractual amendments.
22.5 Where required, BBN will provide a permanent contract copy, Critical Information Summary and accessible-format documents without charge.
23. Assignment and General Provisions
23.1 You may not assign your account without BBN’s written consent.
23.2 BBN may assign the agreement to an affiliate or successor only in accordance with law and without diminishing mandatory customer rights.
23.3 The agreement is governed by applicable Ontario law and federal Canadian law, without excluding any other law that mandatorily applies.
23.4 An unenforceable provision is ineffective only to the necessary extent. The remaining provisions continue where legally permissible.
23.5 Failure or delay in enforcing a provision does not waive it.
23.6 The English version governs unless another language version is required by law.
23.7 Properly incurred payment obligations, equipment-return obligations and provisions intended to survive cancellation continue only to the extent legally permissible.
24. Fee Schedule
• BFN seasonal hold beginning before January 1, 2027: $99, charged when service resumes
• BFN seasonal hold beginning on or after January 1, 2027: $99 upfront; no additional seasonal reactivation fee
• Township of Tiny approved pause, up to three months: $65 upfront per pause
• Township of Tiny early cancellation: $20 per full remaining month, maximum $460, subject to section 7.5
• Reactivation after non-payment termination: $99, where permitted
• Unreturned or incomplete equipment set: One-time $249 charge
• Wilfully damaged equipment unit: $249 per affected unit; no duplicate non-return charge for the same unit
• Returned, reversed or dishonoured payment: $25, plus any separately disclosed, lawfully recoverable financial-institution charge
• Eligible Visa/Mastercard credit-card payment: 2.4% of the amount charged
• Monthly Internet service: As disclosed in the accepted service order
• Installation, construction or relocation work: Separately quoted and accepted
All amounts are in Canadian dollars. Applicable taxes are additional unless expressly stated otherwise. Tax-relief eligibility is subject to verification under BBN’s submission process and applicable law.
25. Billing Calendar
• Approximately seven days before month-start: Invoice issued for the upcoming month
• First day of the month: Payment due; authorized automatic payments processed
• 10th: Unpaid accounts reviewed; overdue follow-up
• 15th: Unresolved accounts escalated to internal termination review
• Thereafter: Disconnection only after applicable eligibility conditions, notices and safeguards are satisfied
Contact Us
Questions about these Terms and Conditions can be directed to BBN customer service:
Broadband North, Inc.
1579 Fourth Line Road, Ohsweken, Ontario N0A 1M0, Canada
Telephone: 226-908-3406
Toll-free: 1-866-767-4583
Email: info@broadbandnorth.com
Billing: billing@broadbandnorth.com
Version 2.0 — Last revised October 17, 2026