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| FAQ’s related to CityWest’s purchase of Monarch |
Index: |
When will City West be taking over? The sale was final on October 1, 2005 – you should however continue to call the same phone # (1-800-442-8664) for customer service related to cable tv or cable internet services even after this date. They will be there to serve you on behalf of City West. |
Can we call City West for customer service after that date? Your cable account information, and cable internet account information will not be available to the staff at City West right off the bat so they would not be able to help you with cable or cable internet services. You should continue to call this call centre at 1-800-442-8664 for customer service. |
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Who is CityWest? CityWest was formerly known as CityTel out of Prince Rupert. CityTel has been a municipally owned telephone company for the past 95 years. Recently, CityTel was incorporated into a new company called “City West.” City West will own the combined assets of Monarch Cablesystems Ltd and CityTel. |
What does this change mean to me (the customer)? This change is good news for our customers in Northern B.C. You will soon be served by a truly local company with a long history of having a positive affect on the community. City West takes pride in being a corporate citizen of Northern British Columbia and has acquired Monarch’s cable assets in order to expand to cover more of Northern BC. Your community and the customers who do business with City West will be better for these changes. The new company with the combined assets of Monarch and CityTel – will have the resources required to continue to grow and expand services offered in the region. |
I’m making a payment on my cable account – should I make the cheque out to City West or Monarch – and where to I make my payment? In order for your cable payment to be posted to your account – you should continue to send your payments to: All payments should be made payable to Monarch Cablesystems even after October 1, 2005. These payments will be posted to your account – and the money will be transferred to City West. Eventually this will change, and we will send you new instructions when that happens – but for now please continue to make payments the same way you always have. |
My invoice still says Monarch Cablesystems – shouldn’t it say City West? Or your trucks still say Monarch, when will you change them to City West? There will be a transition period of several months before the logos; invoices, etc are changed over. You will start to see logo changes on invoices, trucks, offices over this period. Any Monarch truck you see on the road after October 1, 2005 will be a City West truck. After the sale is final, Monarch Cablesystems will no longer have any business activities in Northern BC – but the name will still be visible during the transition period. |
Do current Monarch customers need to sign-up for cable tv with City West? Your cable TV or cable internet service will not change during this transition. There will not be any interruption in service. The transition for you the customer will be seamless. Monarch customers do not need to “sign-up” for service with City West to continue receiving service – you became a City West customer on October 1, 2005. However, your invoice will still say Monarch for the time being and you should continue to pay Monarch, and phone 1-800 -442-8664 for cable service even after this date. |
Will there be new services or channels coming now? The City West management is assessing all of these opportunities and changes right now. All changes will be communicated to customers and staff at the appropriate time. |
Who do I call for help-desk support for my cable internet service now? You should continue to call the same # you always have and we will be here to serve you on behalf of City West rather than Monarch. Any changes that occur will be communicated to you at the appropriate time. |
Can I call City West for help-desk support for my cable internet service? The tech support team at City West will not be set-up to support cable internet customers right away so they will not be able to assist you. Nor will they have access to the tech support system showing the status of your cable modem. You should continue to call the same # you always have and we will be here to serve you on behalf of City West rather than Monarch. Any changes that occur will be communicated to you at the appropriate time. |
