Couldn't be more horrible. I asked to cancel my service. I missed a confirmation email and my service ran (without me using it) for over half a year. I reached out to get refunded as they can see I didn't use the service at all and they wouldn't refund. In fact, they were going after money owed. Couldn't be less understanding, I hope they sink as a company. read more

Good service with 1st month free and free router. Prompt in delivery and service requested

Poor product and horrible support The facts - 50/month - 100 mbps - ookla speed test is hitting 0.12 mbps download and upload of 1.16 - this happens once a month - rebooting router doesn't help - support site directed to call (604)642-6688 - waiting for over an hour - worst part... wait music is some awful medieval flute music read more

It's been about one year and for the past 10 months the service has been stable . I rely on a strong internet connection because I work from home. I've conducted a speed test for my job and the 5G is stable enough to work a f/t job. It started out rocky but it has improved tremendously. read more

I've been a customer of NOVUS for over 6 years and I can tell you that starting last year and progressing this year, they have become the WORST, UNRELIABLE service that I have experienced. They've come to replace the router twice this year alone and there are still issues with connectivity and the television every day. Stay away!!!!! They conveniently only show positive reviews on their website. Trust me, you won't be happy. Check the dates on their "good" reviews. The majority will be before 2018. This is when they went downhill with unacceptable internet outages (unfortunately for me this has happened multiple times on international client conferences when I'm presenting), and issues with connectivity for the TV. read more

I've been with Novus for over three years now and it looks like they give out "offers" to different buildings. They've admitted to me in writing that they have different pricing for different buildings for the same type of Internet, which to me, doesn't seem like a fair business practice. They don't care if you complain about it and they're not going to do anything about it. read more

Great speed, good price. ($35/mo for 35 Mbps.) No problems streaming 1080p movies. I get high download speeds 3 or 4 MB/s from Steam. I wasn't able to play games via Playstation Now while someone else was watching streaming video, but I never tried bumping to a higher speed. My only complaint was that they didn't crimp my wires when they installed internet at my home, so my connection box is a mess. read more

If you live in downtown vancouver and have Novus in your building, don't even bother considering anything else. They have great competitive prices, excellent and quick service. I've had them for over 2 years now and haven't had any issue. After the one year promotional pricing was over, i called them and asked for an extension, after a bit of negotiating i was able to get almost the same deal as they were offering new customers. Apart from the pricing, the internet and cable service is always always reliable. I haven't experienced any outtages or slowness. Their packages also offer the best speed for the price. read more

Awful service and costumer support. I agreed to Internet 100 for $45 a month and have been billed for $75. I have tried many times to contact the costumer support team and have been on hold for more than 2 hours to speak to a representative but unfortunately they do not accept your call or call you back like they promise. Useless team and I might as well change to Rogers or Telus as they are the same price and return your calls after 2 hours. Ridiculous. read more

Their customer service is horrible. The representative I spoke to on the phone was arrogantly rude and unhelpful. The Internet they provide is slow and somehow they will convince you to upgrade, yet it makes no difference at all. I've never had such a bad experience on the phone with customer service. Really disappointed. I think I'll be changing providers. read more

After they promoted Beam TV, we've got it & works wonderfully well! Honestly, better then TELUS!

I've been with Shaw and with Telus and recently switched over to Novus. They are significantly cheaper for their basic packages and are good with no contract. I had a recent issue of being double charged for a Video On Demand 'Just In'. Rather than reverse the charge as a courtesy they were quite adamant that they couldn't reverse it. Simple mistake and request and it went back and forth for a few days (calls and emails) big waste of time... I will eventually cut the cable and wait for a better offer from the bigger guys. I can't stand bad customer service... The only thing worse is ambivalence and indifference. It's nice to support the local little guys but now I understand why they have such little market share. They do not have a loyalty retention dept. or competent customer care centre Your days are numbered in our house Novus read more

After a 3 year relationship, I decided to move on. It wasn't because of anything Novus had done. In fact, it has never failed me. Right from the beginning, the connection was quick and painless (if you're in one of the new Concord Pacific buildings in downtown, the set up can be done remotely over the phone). I never had any issues with its cable or internet services, which was very fast I might add. There were only a handful of internet outages throughout the last three years, but I was always informed ahead of time and they were during odd hours like 2am and after. I'm a bit ashamed to admit this, but I was courted by a competition and I gave in to temptation (HD & PVR for lower fees). But what surprised me was that when I called Novus to breakup, the first thing it said was "Are you leaving [me] for [other guy's name]?" (Novus, you can read minds?) and then "Ok, no problem. It's done. Bye." There was no yelling, no begging to stay, no offers to entice me to change my mind.** Doesn't Novus value my patronage? It was as if it already knew the relationship was over before I strayed. Sigh. I hope we can still be friends. ** Couple of days later I did receive a phone call asking if there were any concerns or ways they could mend our relationship, which I appreciated. But it was a little too late. read more

I should have known Novus earlier!! After 2 years awful experience with notorious Telus. I make up my mind that I would rather try another internet service provider with REAL customer service. I did research for couple of weeks and Novus grabbed my interest. I chatted with their customer service online several times before making decision and have really good feeling about the people I talked to. Since there is no contract necessary so I decide to give it a try. OMG, this is the best decision I have ever made in my life!! So far I have been using Novus internet for 9 months, and feel so happy every single day. How can you complaint an internet service when it even runs a bit faster than it promised? I am using 25/10 but usually get 25-26 Mb/s download and 10-12 Mb/s upload. With both 250GB upload and download usage I never run out of it. And I have to talk about their customer service. I had a problem with my internet speed once, I emailed Novus and got response quickly. A friendly online technical guy spent more than one hour tried to help me but finally we figure out it might be a problem about the cable in my place. So he arranged their staff coming to my place and replaced the cable. After that my internet service works smoothly. Totally awesome!! If you are living in Downtown Vancouver and consider an ISP, give Novus a try before going for Telus or Shaw. You will never regret it. read more

We subscribed to the service a couple of weeks ago, and so far it has been the best cable/internet provider we have ever worked with. We had steeled ourselves for the forceful upsell on the initial call...not only did it not materialize, but we practically had to convince them of the extra services we wanted. The installation appointment was set up for a specific time...not a multi-hour window, but an actual set time of day - and they showed up a little early. A week or so later, we were having an internet problem that I thought was caused by having too slow a speed. I called and got some helpful advice, they thought the problem was elsewhere and did not want me to upgrade until I had tried other fixes. The one area where they are the 'same as the other guys' is the packaging of tv channels so you have to buy more than you want...but fine with me if it's the worst part of the experience. Glad we followed this recommendation. read more

So far so good. Just signed up with them for internet yesterday. Definitely working way better than Shaw's and a quarter of the price. Their customer service on the phone is great also, very helpful. It was nice to have the serviceman show up on time, unlike Shaw where they give you a 3 hour window that you have to wait at home for. If you have the opportunity to use Novus' service, I highly recommend doing so! read more

Just got Novus internet installed. In the past two years I've used Telus and Shaw. It rocks. Not only is it fast (basic package is 25mbps down and 15mbps up.. and yes I am actually getting that bandwidth) but more importantly to me their routing is way more efficient than either Telus or Shaw. My first 5-6 hops with Telus or Shaw are just bouncing around inside their network - with Novus I'm 3 hops away from the major fiber arteries and unlike Telus or Shaw response times are less than 1ms all the way through their network. Granted, I am in a new building with fiber directly into my unit, but like I said, I had both Telus and Shaw (in this same unit) and even though Telus claimed to run fiber directly into my unit, the trace route suggested there was still some kind of bottleneck somewhere. In the main MMO I'm playing right now, my ping times went from average 160-180 ms on Shaw (from Vancouver to the servers in Chicago) to 60-70ms. The routing and speeds are just that much better. Service - can't comment so far but the installer was good. Price - No contract and 35% cheaper than Telus or Shaw? No comparison. If you can get Novus, get it. I don't have their TV service (I will later, but Shaw is currently occupying my coax line so they can't install) but from what I've read it's not the greatest in terms of user interface, but it is supposed to be good value. And if you don't like it, you can just use Shaw for TV services only. I highly recommend Novus internet to anyone that is able to get it. read more

Just had Novus installed (I've been with Telus for the past 3 years, goodbye contracts!) $50 for basic cable (with pvr box) and Internet, month to month - no contracts. The servicer arrived right on time at the scheduled time (no waiting around for a 2-3 hour window). Quick and friendly install. read more

Novus customer service is poor. Recently they changed the billing cycle which resulted in customers having to overpay only to be issued a credit notice. Can't seem to get the notice out first prior to requiring the overpayment. They also don't seem to understand how the dates of old and new contracts should line up. I've contacted them numerous times only to be brushed off.... read more

I have had Novus for almost 3 years now and the novelty of how amazing they are hasn't worn off. Better speed, better price, better everything. If there is Novus in your building there is absolute NO reason to be on Shaw or Telus. Now if only I could get a Novus line in to my business address... read more

Fast. Good value. Reliable connections. Great customer service. If you have Novus available in your building, it's a no-brainer to go with them. Having used them for 10 years, I know what I am talking about. Sadly, I have moved to the burbs where they are not available. What's that saying? You don't miss your water until your well's gone dry? That's me. Whoever else I go with, there is no way they can be as good as Novus. Sob! read more

Some of the best customer service I have received. And to think, from an internet provider!!! I feel like I could call these guys up and just chat with them about anything. I haven't had any issues with my internet being slow. I am a very satisfied customer and have been with them for 1 year. :) read more

As ISP's go in Canada, Novus is by far the best. Having tried Telus and Shaw, Novus offer faster internet, better customer service, superior tech support and a LOT cheaper prices. I would love to see their network expand, still, the only internet provider worth recommending. Excellent. read more

NOVUS is amazing. Fantastic quality internet. Solid - never drops, lags, or stutters. Just amazing speeds and very low ping compared to the Telus or Shaw rip offs. This is what competition can do to the ISP market. I only wish NOVUS would expand faster!! read more

After being with a Novus Customer for 3 years I have decided to gain back some trust back with one of the bigger names. Let me tell you my reasons. Novus has 1) amateurs working for them (Cedric)..they know nothing about customer service. 2)They dont listen to your needs they would rather give you negative feedback instead I tried to mention that my internet was slow and they told me my concern was not a priority 3)(credit department)---you must pay.. with 0 balnce owing even when you have a dispute even after your "Promo Plan" expires and they forgot to mention its a promo 4)..and to pay.. about 80/month for just basic cable and internet and the internet is not even that fast..and spotty cable...its not worth the money. Your better off with Quality from the bigger brand. This company has a lot of work to do if they want to make it to the big leagues. read more

Best internet provider I've ever had. My roommates and I got the 1 gig plan and had two years of great speeds and almost no drop outs. I miss this isp so much that three years later I'm here leaving a review as I lament the loss of not having them in the USA read more

Would go no stars if I could beware If you leave novus to go to a different provider (Shaw) I paid my early cancellation fees and equipment was picked up by service man. About 2weeks later they phone to say I have to pay a $299 fee as box was not in condition as to go into another home. the box was full of dust when we returned it as it was placed behind some books so kids could not get at it . when we first got box it was not new I could tell . you don't pick up equipment and then tell me 2 weeks later that it is not in good shape. This is a total scam to get $ from someone who cancels their service. it is like returning a rental car and then 2 weeks later they phone you up and say they want money for a scratched door or returning a shirt to a department store ,the cashier checks it over before giving your money back. when you return something both parties are present to inspect it together. NOVUS can go stick this bill you know where. read more

I had an appointment with them, but they came one hour late. I had to go to work, that's why I offered earlier time. but because of coming late, I couldn't be at home while they're setting. Also they didn't apologize. It was such a bad first experience with them. read more

I beam Tv is a joke Always loosing Signal, 2nd tv stopped working all together. Called in to see what the problem was and I was told there not using coaxial cable anymore,after the teck came an set it up,just stop working after 4 months of use,no notice from the company. So I'm still waiting for a teck to set up my second tv again.....now I'm being told that the second box is a wireless connection and there not sure if the signal strength is strong enough to work. So I'm still waiting for 2weeks for a teck visit. Doing my best to get them removed for our building all together. There is a reason this is super cheap Not to mention I woke up today and the whole system is down internet and cable. Nothing from the company as to what or when the service is going to be up and running. Down for 3 hrs Be aware of this company. read more

This company in my experience is the best in the world. Flawless service excellent customer care. I have had ISPs all over Canada. Novus is the best read more

Was with Novus for 10 years. Only changed due to moving out of downtown. They could not program my home phone to not accept blocked numbers and had to endure telemarketers for years. I moved, and they were to pick up the pvr's etc from my concierge. They forgot the phone modem they installed in my closet and locked it with a screw. I paid my bills in full before leaving. 6 months later, they send a letter to my old address (really?) about collections for $168 on a $20 modem they forgot to get. They refuse to do anything about it, I had every channel imaginable and always paid my bills ($200+ per month) not to mention a rental for the modem!and this is what they do - go after my credit rating when they forgot to pick something up. I was a good customer but they don't care. If you don't have to take their service don't- I have been much happier with sky tv and shaw and a much newer OS for the tv than that blue and yellow gross screen. not cool, and extremely bad customer service. Very disappointed. read more

We signed up with Novus a few months ago and I thought that I would try it out for a few months before I wrote a review. What made me want to write a review was my initial impression with them which was far from good. We are now in the 4th month and I am still very unhappy with the them as a provider and am simply not pleased with their services offered. 1.There is no 4K. I have a 4K TV yet my provider is offering services that at best were considered just OK a few years ago. 2.The Platform/Guide/Usability is not up to my standard at all (mind you I came from Telus which I am using as a Benchmark) It has the guide or menu style that Shaw used many years ago. Its blue and and very old looking. Sometimes not very clear. There are no logos besides the channel numbers in the guide. When scrolling through the guide you cant see whats on other channels like the actual visual but only the channel and the name of what is on. 3. A big one for me is that in the Guide you have to scroll through "all" of the channels weather they work or not. ie. you have 200 channels some have "black screens of nothing" as you aren't subscribed to them and some are normal channels you can watch but there is no way to differentiate which ones you are subscribed to unless you remember each and every channel number you have. 3. Once you add channels (Very few HD and again no 4K) it really ads up. I at around $125 a month and I feel that I am not getting any value for what I am paying for. 4. Hardware and Equipment is big and bulky. Remote is the OLD Shaw remote. It really sucks to have a $3,000 TV and a remote from 2011. I really could go on and on. The only reason that we are with them is because they unfortunately are the only provider offered at my building. And based on what I have heard the only reason that people use their services is because they are forced to. Also i wanted to add... I a took a stroll down to their head office and wow it could really use a face-lift. It looked like an old office from the 80's with a total staff of 3. When I walked in they naturally thought I was there to sign up. I guess because no one really goes there unless they are like me "forced" to sign up with them. And because of this the staff again of 3 were very not knowledgeable with the products, services etc.If i wanted to read off of a piece of paper (literally) I would have done it from home. Anyway I hope this helps to set real expectations for future Novus users. And like me you are probably on here reading reviews not because you are considering them as an option but because you are forced to use them as your provider. read more

They do not know how to treat customers well; thus, will lose clients for sure!!! I have two locations where I am using Novus. The staff is not upfront with their fee increases and led us to think that their "bundles" were a better option for us. After receiving an outrageous bill and not using the services for the past month, we asked for an explanation. That's when we were advised of fee increases. We were not granted any refunds or adjustments for services unused for the whole previous month. Terrible customer service! read more

Best customer service. These guys are easy to get a hold of and book. They have helped me trouble shoot and fix problems that are a result of my faulty equipment. They have then given me free rental on a box and I easily booked an install. The package that I get is great value and changing services is no problem. Even if Shaw and Telus come at with me with offers I send them away because the internet speed, channel packages and service is perfect. read more

Yes they are cheaper, but the Internet speeds leave a lot to be desired. If you attempt to stream even lower quality video online it'll freeze and you have to pause repeatedly. Once we told them we were leaving (as we're moving to places novus is not available) our speed was completely throttled. Almost impossible to use the Internet now. Constantly disconnects, very slow when it does work. I'm not sure if that's intentional on their part, but it's a weird coincidence how awful the Internet got after we gave our cancellation date. read more

Pretty happy with Novus. I've only called a few times but they were friendly and problems were resolved quickly.

Helpful and quick for customer service. Feels local and that they care. A great alternative to the big giants! read more

Lukas's review If your lucky enough to have Novus available in your condo, house, or establishment I would highly recommend getting in touch with them ASAP. You speak to people right away, and can call back and ask for them by name anytime. The internet and cable services offered are just as efficient as the other guys out there at a fraction of the cost. NFL Sunday ticket was only $165 payable in one shot. Our monthly bill is easily $30 cheaper then it was with Shaw and the customer service is excellent. They even managed to get the FX network after I asked them to a few times. Wicked awesome!! read more

Service is great when it works. My internet has been down for 4 hours. They have a bad system which requires you to register each device/router that is logged into the system; the problem is, that system sucks. Wasted 4 hours of my time trying to chase them down to no avail and I don't see Internet going back up until tomorrow at earliest. read more

I'm with Novus for the last 8 years and never had any problems with their services. Before moving to this building, I used to have Shaw, they were also fine but at this location, they couldn't offer the same Internet speed as Novus. (I didn't like their bulky modem.) Recently I helped some relatives about their Internet and TV settings, they use Telus. Based on that experience, I think Novus service and support is much better. read more