**PUBLIC NOTICE** - Updated 2020-03-19
Attention Brooke Telecom Members/Customers
Brooke Telecom is continuing to monitor the situation regarding COVID-19
We ask that if you have been in contact or fear you might have been in contact, with an infected person that you refrain from visiting one of our locations.
Our staff will sanitize contact surfaces such as debit machines and door handle to mitigate the possibilities of transfer within our locations
We ask that you help us all work together to limit our contact.
Please take into consideration the following situations.
Starting 3/19/2020, In order to continue to follow directions for social distancing, Brooke Telecom will restrict the types of service installations and repairs to be completed by our technicians to those that are critical services to our members and customers (eg. 911 phone access, internet services and customers without access to services). Optional service installations will be delayed until after April 6th at which time these restrictions will be re-evaluated. Technicians will focus on repairing critical services for members and customers only and will not be repairing optional services, but we will try to resolve issues over the phone to the fullest extent. Our technicians will be protecting themselves from exposure through gloves and cleaning protocol and we ask that you keep all family members away from the technician during their visit. Technicians will be asking questions with regards to the health of family members in the house and it anyone is self isolating before entering your home / business. Appointments may be required to be rescheduled to protect our technicians. We thank you for your cooperation to protect yourself and our technicians.
Starting 3/18/2020, Brooke Telecom will be temporarily closing our Petrolia location until further notice. Also, we will be limiting the number of customers permitted into a location at our Inwood and Watford locations to one at a time to reduce exposure. Our front doors are locked and staff will let you in if you need to speak with a customer service representative directly. Please utilize phone, e-mail, our website, on-line payments or payment drop slots to minimize contact.
In lieu of paying in one of our locations, Brooke Telecom offers other options for completing this transaction:
• Pay through your on-line banking or financial institution.
• Through our website, www.brooketel.coop, using the “PayNow” menu item located in the upper right corner of the website.
• Leave payments (cheque only, no cash) at our Watford and Inwood locations through our mail slots
• Within SmartHub you can set-up automatic payments or pay directly (use the “Billing” link at www.brooketel.coop).
If you need to replace or repair of your cellular device, it is suggested that you call before visiting a location. We can explore all options regarding your cellular account.
Many questions regarding your service can be completed without the need to visit a location. Over the phone we can assist with:
• Plan Changes
• Contract Expiration
• Travel Passes
• Device Support Questions, etc.
HOME SERVICE EQUIPMENT RETURN / EXCHANGE
To facilitate the returning of equipment, we have provided a drop box located inside each location as well as documentation you can complete.
For exchanges, please call ahead and we will have the package ready for your pick-up.
We are asking that you contact us via phone to complete the application process as well as informing us of any illness in the home or self-isolation measures.
INTERNET / TELEVISION INSTALLATION AND REPAIRS
Installation protocols are in place to minimize direct contact between our technicians and infected customers and customers that are self isolating.
Support Contact Info
Phone: 519-844-2160 (option 1)
Monday – Friday: 8am – 10pm
Saturday & Sunday: 9am – 5pm
Holidays: 9am – 5pm
Billing and Cellular Support
Phone: 519-844-2160 (Option 2)
Monday: 9:00am – 5:00pm
Tuesday: 9:00am – 5:00pm
Wednesday: 9:00am – 5:00pm
Thursday: 9:00am – 6:00pm
Friday: 9:00am – 5:00pm