How can we help?

Browse our articles for quick how-tos and helpful explainers.

Troubleshooting slow Internet speed

Learn why your Internet may be running more slowly than expected, and a few ways to fix it.

There are a couple of reasons your Internet speed may not be running as fast as it should be:

Are you using a router? If you are, most routers typically cause a slight decrease in your Internet speed. And some routers may cause a larger decrease than others. Here’s how to see if your router is slowing down the speed.

  1. Try to connect to Internet directly to your computer/laptop, using an ethernet cable, and without using your router.
  2. Run a speed test after you’ve connected your computer/laptop directly to the Novus network. (Novus offers a third-party speedtest).
  3. If your Internet speed has improved from when your router was connected, your router is what is causing a slower Internet connection.

Physical barrier or distance
If you are connected to the Internet with wifi on a mobile device, it’s possible there’s a physical barrier, like a cement wall, interfering with the signal. Here’s how to see if your connection is slowed by this.

  1. Run a speed test in the location where you’re experiencing slow Internet. (Novus offers a third-party speedtest).
  2. Take your mobile device into the same room as your router, and run the speedtest again.
  3. If the results are different, a physical barrier or distance are affecting your connection speed.


There could be an issue on the upstream outside of the Novus network. These issues often resolve themselves in a few hours. Try the test again a few hours later and if the issues persist, contact support 604-642-6688.

If this doesn’t work, please contact us.

Last updated: March 21, 2019
Close x
Equipment activation Close x

We love making new equipment friends

Give us the information about your current PVR, and we’ll reprogram it so it can play with our system.

Step 1 – Fill in the information below to confirm ownership of your equipment.

Step 2 – Connect your digital box to your TV, the wall cable outlet and an electrical outlet.

Step 3 – Call Novus Technical Support at 604 642 6688 to have your box reprogrammed.

I confirm that the information provided is correct, the name above is the rightful owner of the digital terminal with the serial number above. Digital terminal listed above is not subject to any lease or rental agreement, and is being re-programmed at my request.

*Please note these PVR's can only be reprogrammed if they are non-Shaw or OCAP boxes
Close x
Video on demand Close x
PVRs we reprogram Close x

Check here to see if your PVR is on the list of ones we can welcome to the family.

Motorola DCX 3400
Motorola DCX 3200 P1
Motorola DCX 3200 P2*
Motorola DCX 3200 P3*
Motorola DCX 3501*
Motorola DCX 3510*
Motorola DCT 700
Motorola DCT 2000
Motorola DCT 2500
Motorola DCT 3080
Motorola DCT 3416
Motorola DCT 5100
Motorola DCT 6200
Motorola DCT 6208
Motorola DCT 6412
Motorola DCT 6416
Pace TDC 775
DPace TDC 776
DPace TDC 758
DPace TDC 777
DPVR Expander

*As long as these boxes are not from Shaw or OCAP we are able to reprogram them.

Contact form Close x

We’d love to hear from you

Tell us your question, and your email address, and someone will be in touch as soon as possible.

Make sure to include your name, subject, address, email, and a brief message so we can get the right person to get in touch with you.
Request Novus Close x
Sign up for eBilling Close x

Submit your information, so we can start emailing your monthly invoice to you.

Sign up for Novus Updates Close x

Fill in the blanks below to receive Novus Updates (we promise we won’t spam you). We’ll also automatically enter you to win 1 month of free Internet, winners drawn every month. If you are a Novus customer, enter your account number or address to also receive a credit for one free VOD movie.

Are you a Novus customer?
Earn Aeroplan Miles with Novus Close x

Please fill out the following fields to start earning today:

Away Number City Availability Close x

Away Number City Availability

Tell us where you're interested in having an Away Number, and we'll let you know if it's available as soon as we can!

Your current contact information:

Where would you like an Away Number? (Canada only)

Close x

Request EnterPhone Plus Feature

We'll have you buzzing people into your front door in a jiffy, we just need you to fill in some important information below.

*Please note that the EnterPhone Plus feature is only available to Novus Phone customers in dialed buildings. Not sure if you live in one? Our Customer Service agent will let you know.

Your information:

Service Address

No contest selected Close x
For your chance to win no contest selected please enter the following information.
We will contact winners through email, good luck.
Share your thoughts Close x
Send us your feedback. Comments are anonymous, so say what you want. But please keep it family friendly!
Close x
Your TV channels Close x
CategoryChannel NumberChannel Name
Loading selected channels
Sorry, we could not find your channels.
Service Disruption Notice Close x
Close x