(250) 285-2460
Contact Info

Customer Service

Phone: (250) 285-2460

Fax: (604) 541-7620

customerservice@gicable.com

Box 851 Quathiaski Cove

BC V0P 1N0

Mon - Fri, 8 a.m. to 4 p.m.

  

Technical Support

Phone: (250) 285-2460 

techsupport@gicable.com

8 a.m. to 8 p.m., 7 Days*

 

*We typically do not answer the phones on evenings and weekends but we check messages regularly and we will call you back. Make sure to leave a detailed message with a name and callback number.
Helpful stuff

Product Manuals

Frequently Asked Questions

Speed Test

MyAccount

Webmail

General

What payment options are available?

Paying your Cable/Internet account can be simple without having to write or mail cheques. We can eliminate postage costs, and save you valuable time by signing you up for e-billing. You can pay your account over the phone or through your personal computer.

You may choose our PRE-AUTHORIZED CHEQUING ACCOUNT payment plan if you would like to pay your bill monthly. If you have a chequing or savings/chequing account at any bank, trust company or credit union, simply mail or email us a cheque for the bank account from which you wish the payment to be withdrawn. Make the cheque “VOID”. From then on, the payments will be withdrawn from your bank account, on the first of every month, and will show on your bank statement.

If you wish you may also choose to pay your bill using your VISA or MASTERCARD ACCOUNT. If you wish to use our PRE-AUTHORIZED VISA/MASTERCARD payment plan, please call our office to make arrangements for this option.

We also offer ELECTRONIC BANKING. You may pay your bill by phone or through your computer if you have an account at the Royal Bank, CIBC, Bank of Montreal, Scotiabank, TD Bank or your Credit Union. Ask your local branch for details on how easy it is to use.

What area does GiCable service?

Currently we provide Internet and Television to Quadra Island only. Our area of coverage is from Endersby Road in the North to the end of Cape Mudge Road in the south.

Do I have to sign a contract?

You don't need to sign a contract with us and you may cancel your service at any time.

What did the old pirate say when asked his age?

Aye Matey.


Internet

My Internet is not working. What should I do?

If you also have Television from us, check to make sure it is working. If not, call us. Otherwise:
1. Make sure your modem or modem/router combo has power.
2. On the back of the device, make sure that all cables are properly connected and tightened.
3. Unplug the device (If you have a separate router, unplug it as well.)
4. Wait 30 seconds and plug back in.
5. Restart any connected computers.
6. Call us if this procedure does not get you back on line.

What is a Modem?

A modem (MOdulator DEModulator) is a device that takes data from the cable system and converts (demodulates) it into a standard computer network format for your home or office. It then does the reverse (modulates) for sending data back out onto the cable system.
We are currently phasing in DOCSIS 3 modems in preparation for higher data speeds.
DOCSIS (Data Over Cable Service Interface Specification) is a standard that is used to define a particular set of cable technologies. DOCSIS 2 equipment can provide practical speeds of 15Mbps (theoretical speeds of 38Mbps). DOCSIS 3 equipment can provide practical speeds of up to 150Mbps (theoretical speeds of 1Gbps). We hope to have our cable equipment converted to DOCSIS 3 this year (2017).

What is a Router and do I need one?

A Router is a computer network device that forwards data from one network to another. Typically, from the Internet to your home network and vice versa. It acts as a “door man” allowing only data destined for your computer to enter your network while keeping all other data out.

So, do you need a Router?
Short answer: No but…

You can connect a single computer directly to the cable modem without a Router. However, a Router provides a number of benefits including:

Added security: If your computer is connected directly to the Internet without a Router, it can be “seen” by anyone that wants to look. It can then be directly targeted for hacking attempts. With a Router, only the Router can be seen and in theory, this type of device is much harder to hack.

Connect multiple devices: If you want to connect multiple devices (Computers, Laptops, Mobile phones, Smart TV’s, etc.) to the Internet, you definitely need a Router. Residential Routers typically provide 4 network cable ports as well as WiFi for making connections.

View this PCWorld article for more information about why you should use a router. "Why you need a router"

Why does GI Cable put limits on data usage?

We do not like overage charges any more than you do. However, we have limited bandwidth available and data distribution restrictions due to the current technologies we use. We are working on both but for now, data caps are the only method we have to keep from overloading our system.

How can I monitor my data usage?

  1. Go to http://myaccount.gicable.com/ or Click on the “MyAccount” icon on the Support page.
  2. Log into your account using your GI Cable email (xxxxxxx@gicable.com) and password.
  3. Click on the “Traffic Statistics” button located at the center of the page.

How can I reduce my data usage?

Streaming video (particularly HD and 4K) and file downloading (Torrents) are the big consumers of bandwidth. Next would be high quality music streaming services such as Spotify. Email, Web browsing and online chatting use very little data. Suprisingly, Online gaming does not consume that much data.
Most video services allow you to control the amount of bandwidth being used. The following are the two most popular:

Youtube
Youtube uses the resolution of the device playing the video, your Internet Connection speed, and the quality of the original video, to determine what quality to display for you (and therefore how much bandwidth is used). You can specify a default video quality by going to the settings option in the bottom right of the video player window. Click here for a link to more information.

Netflix
Netflix uses a scheme similiar to Youtube for determining what quality of video to display. Netflix can use as little as 300MBs/hr for low res or as much as 3GBs/hr for HD. Click here for an article that explains how to change your settings.

Why is my Internet slow?

Your Internet connection should not be slow. We do not oversell our bandwidth so you should always get close to the download and upload speeds specified in the package you are paying for. To test your speed: Make sure that the device you will be using for testing is the only device connected to the Internet. Click on the "Speed Test" icon located above on this page or go to any reputable speed test website (Shaw and Telus both have speed tests). Make sure that the destination of the speed test is relatively close (Vancouver is best). If your speeds are not as advertised, call us for help.

What are the email server settings?

When configuring your email account within an email client (MS Outlook, Thunderbird, Apple Mail, etc.), we recommend using the IMAP protocol rather than POP. IMAP synchronizes all your email activities between your devices. For example, deleting an email on your phone will also delete it from your PC or Mac. POP does not sychronize requiring deletion in both locations. Different email clients may require different settings but the following should work on most:

General

  • If asked for a Username, put in your full email address: xxxxxxx@gicable.com. Do not just put in xxxxxxx or leave this blank.
  • Check "Outgoing server (SMTP) requires authentication:" if asked.

Recommended Settings

  • Connection type: IMAP
  • Incoming server: mail.gicable.com
  • Incoming server(IMAP) port: 143
  • Incoming server encryption: STARTTLS
  • Outgoing server: mail.gicable.com
  • Outgoing server (SMTP) port: 587
  • Outgoing encryption: STARTTLS

Or without encryption

  • Incoming server: mail.gicable.com
  • Incoming server(IMAP) port: 143
  • Incoming server encryption: None
  • Outgoing server: mail.gicable.com
  • Outgoing server(SMTP) port: 25
  • Outgoing encryption: none

Or with full encryption

  • Incoming server: mail.gicable.com
  • Incoming server (SMTP) port: 993
  • Incoming encryption: SSL *may require certificate confirmation
  • Outgoing server: mail.b.hostedemail.com
  • Outgoing server (SMTP) port: 587
  • Outgoing encryption: STARTTLS

Note about Encryption
When you turn on email encryption, your emails are only encrypted between you and your email server. They do not remain encrypted within the email server or when forwarded to the recipient. The main reason to turn on encryption is to ensure that your email server login information (password) is encrypted when you connect. Therefore, we recommend turning on Outgoing encryption only as this is the only direction your passwords are sent.

How can I add an email address?

First Answer

Can I get a static IP adress?

Yes.
By default, customers are given Dynamic IP’s but if required a Static IP can be requested for a one time configuration charge.


Television

My Television is not working. What should I do?

Some general troubleshooting suggestions

If you have multiple TV’s, check if the others are working. If more than one TV is not working, call us for help. Otherwise:

  • Make sure both the TV and Set-top box (STB) have power and are turned on.
  • Check the coaxial cable coming into the STB from the wall jack or through the wall. Make sure it is firmly connected at both ends and check the connections and cable for damage.
  • Check the cable that connects the STB to the TV. It could be an HDMI, Component, Composite, S-Video, or Coaxial cable (see the FAQ describing different cable types). Make sure the cable is firmly connected at both ends.

If you TV says “No Signal” or “No Input”

This usually indicates that your TV is on the wrong input. The quickest way to determine which input the TV should be on is to identify what kind of cable connects the TV to the Set-Top Box. Look at the back of the TV. There should be a cable running between it and the Set-Top box (most flat screen TVs use HDMI cables). Once you have determined whether it’s using Coaxial, Composite, Component or HDMI, you will need to make sure the TV is set to use that input. The easiest way to do that is to use the remote control that came with the TV itself. There may be a button on it called Input or Source, or it may have a row of buttons for each input type. Press the one you have on your remote and toggle through your inputs until you get the right one.
If you no longer have the remote that came with the TV, you can try using the remote we gave you. Press the TV button in the upper left corner. Then press the Input button in the lower left corner. Your TV may display a list of inputs that you can select using the arrow buttons, or it may display a list that you have to toggle through using the Input button, it may just switch to a different input each time you press the input button, or it may not respond at all. All TV manufacturers have programmed their products differently than their competitors. When In doubt, refer to the instruction manual that came with your TV.
If the TV is on the correct input and you still have no picture, power cycle the STB by unplugging its power cable for 10 seconds. Let it boot up and see if it displays a picture. If it still doesn’t, give us a call.

What is a Set-top box and why do I need one?

When TV channels are sent out on the cable system, they are both compressed and encrypted. A Set-top box (STB), also called a Digital Reciever, decompresses and unencrypts the signal and then outputs it in an appropriate format for your TV. It also contains the channel guide and the radio tuner for switching between channels. Without an STB, you would be unable to view any of these channels. Some TV's have built in digital tuners but these only let you view unencrypted channels of which there are very few (if any).

What is a Dual-Tuner PVR?

A Personal Video Recorder (PVR), also called a Digital Video Recorder (DVR) is a Set-Top box that contains a hard drive allowing you to record your programs for later viewing. A Dual-Tuner PVR allows you to do the following:

  1. watch a TV program while recording another TV program; or
  2. record two different TV programs at the same time; or
  3. record two different TV programs at the same time while watching a previously recorded one.

Can I connect more than one TV?

Yes. Up to 5 TVs can be included on a single account as long as they are located within a single residence. Each TV requires a Set-top box. There is a monthly fee of $1.95 for every additional Set-top box.

How can I watch streaming videos (eg. NetFlix and Youtube) on my TV?

  • You need an Internet connection with a minimum download speed of 5 Mbps.
  • You need a device that can connect to the Internet. This device could be:
    A Smart TV (a tv with a small computer built in for this purpose).
    A computer or laptop that can connect to the TV using an hdmi cable.
    A streaming device specifically designed for this purpose. The most popular are the Roku, Amazon Fire Stick, Google Chromecast, Apple TV, and the Nvidia Shield (although there are many others).
  • Finally, you need to connect them together.
  • Call us if you need help.

First Question?

First Answer

Will the installer hook-up my home theatre system?

First Answer

First Question?

First Answer

What is the difference between HDMI, Coax, Component, Composite, and S-Video connections?

First Answer

First Question?

First Answer


Model
Image
Manuals
Motorola DCX3400
Dual Tuner PVR
HD MPEG4 Receiver
Motorola DCX3200 Phase 1
HD MPEG4 Receiver
Motorola DCX3200 Phase 2
HD MPEG4 Receiver
UR5U-90201
Universal Remote
CTU 900
Universal Remote
Motorola SB5120
Cable modem
Motorola/Arris SB6182
Cable modem
Motorola/Arris SBG6580
Modem/Router Combo