If your issue has not been fixed by the agent on the phone immediately, a ticket will be generated, and you should receive a phone call within 24 hours. If you receive a callback from our tech support team, and the issue is still unsolved, your ticket will be escalated to a priority ticket. Most technical concerns are solved within 48 - 72 hours from your first call.

To ensure an even smoother troubleshooting process, please have any of the following identifying information ready: service address, postal code, SN or MAC address of any CIK Business device.

Not all installation requires technician visit to complete the activation, if you have not received notice by phone and/or by email in advance, then there will be no technician visiting your home to do the activation, the activation will be done remotely.

For activations that require on-site installation and backend provisioning, you will receive advanced notice of the visit. If after technician completed the installation visit and service still not working, please contact CIK support line.

We provide technical support in Chinese, English, French, Arabic, Hindi, Punjabi and Urdu.

If CIK technical support decides a field support technician must be sent to have the issue fixed, it will be free of charge. However, if technical support identifies the issue to be related to customer router, computer, or cable not connected properly to the equipment or other issues not related to CIK, a service charge $90 will be applied to cover the dispatch cost.

All internet, home phone and IPTV box's hardware come with lifetime warranty as long as customer is using CIK service.

If hardware device is damaged under normal use, we will replace the device for free.

Please note: broken hardware due to physical damage such as water, fire, improper use of power adaptor is not included in the warranty.