FAQ & Support
FAQ & Support
If you’re looking for any and all information TERAGO, we’re happy to help.
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Account Access & Customer Portal
You can manage your TERAGO services through the TERAGO Customer Portal, your single view for:
- Active services and account details
- Support tickets and updates
If you need access, your Customer Success Representative will assist you, or you can email cs@terago.ca Our team ensures fast, secure access as part of our white-glove experience.
Our Customer Success team provides full support for portal access and user management.
- Contact your Customer Success Representative or email cs@terago.ca
- Existing users can add team members using the Portal User Guide here
Support & Ticketing
TERAGO’s Canadian-based Network Operations Centre (NOC) is available 24/7/365 to support your business.
Contact us via:
- Email: cs@terago.ca
- Phone: +1 866 837 2462
- Customer Portal: Submit and track tickets anytime
Every request is handled with urgency and accountability.
Providing the following helps us resolve issues faster:
- Site name and Service ID
- Description of the issue
- Time the issue occurred
- Recent changes or observations
- On-site contact details
This allows our NOC to diagnose and respond efficiently.
Yes. As part of our Service Promise, TERAGO provides:
- Advance maintenance notifications
- Real-time updates during work
- Clear communication if service impact is expected
Billing & Invoices
Invoices are sent to billing contacts on file.
For billing questions, invoice copies, or contact updates, email
terago.billingenquiries@terago.ca
Our billing team ensures clarity, accuracy, and timely resolution.
Contracts, Changes & Service Requests
For renewals or contract questions, contact your Customer Success Representative or email cs@terago.ca We’ll guide you through next steps aligned to your business needs.
Contact your Customer Success Representative or email cs@terago.ca with the relevant site details. Our team manages the process end-to-end and keeps you informed throughout.
To request a speed or service upgrade:
- Contact your Account Manager, or
- Submit a Service Upgrade Request Form
Our Sales and Customer Success teams will review options and follow up promptly.
Moves, Changes & Service Requests
Yes. TERAGO supports service relocations as part of our white-glove Customer Success experience.
To initiate a move, please contact your Customer Success Representative or email cs@terago.ca, and include:
- Current service address
- New service address
Our team will review feasibility, timelines, and next steps, and guide you end to end.
To request a demarcation or antenna move, please submit a ticket to the Network Operations Centre (NOC).
Please include:
- Site contact name
- Site contact phone number
- Site contact email address
- Site working hours
Please also confirm:
- Whether the move is within the same building or a different building
- The approximate distance between the two locations
Important note:
- A minimum move fee of $500 applies
- Final costs depend on labour and materials confirmed after a site visit
- If additional equipment or complex cabling is required, your Customer Success team will review scope, costs, and required approvals with you before proceeding