FAQ

  • 1. What is the Massy Watch, Surf and Save?
    • The Massy Watch, Surf and Save is TV, Internet and Double Play service at affordable package prices.
  • 2. Is your service fibre to the home?
    • Yes, Massy brings you TV and Internet service by fibre directly to your living room.
    • Read more...
  • 3. What is Fibre optic cable?
    • Fibre optic cable is the fastest and most reliable broadband technology. With Fibre optic cable you get more bandwidth, reliability, flexibility and longer life than traditional copper cable.
    • Read more...
  • 4. What are the packages that would be offered with Massy’s Watch, Surf and Save service?
  • 5. Can I sign up for an Add-on package only, without taking a regular Watch package?
    • No. Add-on packages are only offered as an add-on to your current TV package.
  • 6. If I take both Watch and Surf service do I get a discount?
    • Yes. If you take a bundle of both Watch and Surf service you can receive a discount of up to $125 on your monthly rental. Check out the Bundles and Promotions page for package options.
    • Read more...
  • 7. Can I build my own Watch and Surf package?
    • Yes. You can build your own Watch and Surf package, the discount will be applicable to the Surf package you choose. Check out the Bundles and Promotions page for package options.
    • Read more...
  • 8. What is the promotion being offered with the Watch, Surf and Save offer?
    • The promotion will be 50% off your monthly rental for 3 months, 3 months FREE HBO and FREE Installation
    • Read more...
  • 9. What are the locations that will be able to receive the Watch and Surf service?
    • A Customer Service Professional is waiting for your call at 877-HELP (4357) to discuss where you live and check to see if you are in our coverage area at this time.
  • 10. What is the price of installation?
    • Standard Installation will be FREE. When you call 877-HELP (4357) a Service Professional can discuss some upgraded wireless installation options and the cost with you based on your needs.
  • 11. How long is the installation timeframe?
    • Standard Installation takes approximately 2 hours. However, if there is a complex installation this will be much longer
  • 12. Do I have to sign a contract to receive service?
    • No. There is no long term commitment required to sign up for Massy service. We intend to delight you with our products and customer service so that you won’t want to disconnect.
  • 13. In the event of a power outage would I lose TV and Internet service?
    • Maybe. Your service would be affected as every appliance that requires a power supply will not function if there is no electricity.
      However, the advantage of having Fibre to the home is that you would not lose service if you had a generator for your power supply. As fibre lines work with light and do not require power to transmit signals.
  • 14. Can I record and store TV series and movies?
    • Yes. You will be able to record and store movies and TV series with a PVR Box.
  • 15. What is a PVR Box?
    • A PVR Box is a Personal Video Recorder that stores movies and TV series
  • 16. How many hours of storage can I receive with my PVR box?
    • You will be able to receive up to 350 hours of SD programming and up to 125 hours of HD programming or something in between if you record some SD and some HD.
  • 17. How do I record on my PVR?
    • Please see our ‘How to’ video on our website at our How-To-Videos Page
    • Read more...
  • 18. How many movies can I record at the same time?
    • You will be able to record two movies at the same time.
  • 19. Can I record two movies if I am watching a channel?
    • No. If you are watching one channel, you will only be able to record one other at the same time.
  • 20. Why doesn’t the password at the back of my router work?
    • At installation we would have provided a custom password for you that the installer would record on a card in your welcome kit..
    • If you have misplaced it or wish to change your password, please call our Technical assistance department at 877-HELP (4357) and we will gladly assist.
  • 21. What is wired Internet transmission and wireless Internet transmission?
      Wired Internet transmission can be achieved by directly plugging in the Ethernet cable from your router to your laptop or smart device.
      Wireless Internet transmission can be achieved by utilizing WiFi signal from the router.
  • 22. Is there a difference in speed between wired Internet transmission and wireless Internet transmission?
      Wired Internet transmission will always provide higher Internet speed as you will be receiving bandwidth directly from the router.
      Wireless Internet transmission is subject to decrease bandwidth as various factors affect this. For eg. Interference from other wireless devices that use the same frequency of the router, such as other wifi routers (including neighbour’s routers), baby monitors, cordless phones, microwaves, wireless alarms, wifi surveillance cameras among others and physical obstruction such as concrete walls, floors and metal beams.
  • 23. Is there anything I can do to increase my Internet bandwidth if I utilize this via WiFi?
      Yes. You can purchase an additional WiFi router that carries the WiFi AC signal.
      There are many different options which may provide differing experience. Please contact us at 877-HELP and a Customer Service Professional will be happy to discuss the options with you.
  • 24. Where can I pay my bill?
    • You will be able to pay your bill at the following:
    • o Online using our secure online payment gateway.
    • o Online banking using RBC Royal Bank, Republic Bank, Scotia Bank and First Citizens Bank
    • o All SurePay locations, including those at the following Massy Stores – Ridgewood, Trincity Super Centre, Glencoe, Diego Martin, Gulf View, Maraval, St. Augustine, West Moorings, Marabella, St. Anns and El Dorado
    • o At RBC Royal Bank, Scotia Bank and First Citizens Bank in person
    • o Massy Communications Head Office in El Socorro
  • 25. How long after payment will the credit be applied to my account?
    • Payments should be applied to accounts within a 24 hour period after payment.
  • 26. Will I receive Massy points when I pay my bill?
    • Yes. Massy points are applied to your account when you pay your bill.
  • 27. How many points do I receive when I pay my bill?
    • You will receive 1 point for every $10 spent when you pay your bill.
  • 28. Are points applied to VAT on my bill?
    • No. points are applied exclusive of VAT.
  • 29. Can I use my points to pay my Massy Communications bill?
    • Yes you can use your points to pay your Massy Communications bill. Point redemption is valued at 10 points = $1.
  • 30. How many points do I need to have before I can use them to pay my bill?
    • The minimum number of points required for redemption is 400. Please note that to redeem for any reward, the points accumulated must be equal to, or more than, that required for the reward being requested.
  • 31. Can I pay my bill with points at Massy Stores or at the bank?
    • No. At this time point payments can only be made at our Massy Communications Head office in El Socorro.
  • 32. Where can I check my points balance?
    • You can check your points balance online at www.massycard.com
    • You will be required to sign in to check your balance once you create an online account with your email address, name, card number and date of birth.
  • 33. How do I create my personal channel list on my Watch service?
  • 34. How do I activate Parental controls on my Watch service?
  • 35. How do I block a channel on my Watch service?
  • 36. How can I trouble shoot my Set Top Box?
  • 37. How can I trouble shoot my PVR?
  • FAQ