When Nunavik’s cell service fails, where should people complain?

Spotty cell service in Kuujjuaq has spurred some people in the community to wonder where they can go to demand a clearer connection.

People shared some ideas Aug. 9 in a Kuujjuaq group Facebook post about the issue. Several indicated they had sent their grievances to the Canadian Radio-television and Telecommunications Commission.

“I feel like I’m paying for trash,” one person said.

Nunatsiaq News contacted CRTC to find out how these complaints are being handled, and learned an entirely different body is set up to respond to this issue.

“The Commission for Complaints for Telecom-Television can receive complaints where a provider has not followed the terms of contract with its customer,” said Andréa Daigle, a spokesperson for the Department of Innovation, Science and Economic Development.

Daigle’s department is responsible for co-ordinating the federal government’s strategy to connect all Canadians to affordable high-speed internet and dependable cellphone service.

The CRTC created the CCTS in 2007 as an independent yet industry-funded commission to resolve complaints from telecom customers. It has a phone complaint ombudsman who takes care of issues like mobile network complaints.

The issue in Nunavik really comes down to low population density and high operating costs, said Daryl Combden, administrative director for Kativik Regional Government.

“[This] is why you are not seeing the big players like Rogers, Bell, Telus or Videotron coming up here,” he said.

Nunavik currently relies on “archaic” Bell Canada infrastructure, Combden said, adding Bell has invested “nothing” in the region.

“We are still using old T1 switches, which is holding us back, and holding suppliers back from coming in,” he said.

Even though people in Kuujjuaq appear dissatisfied with their connections, the region’s largest community actually boasts the best service.

All cellphone calls to or from Nunavik — except Kuujjuaq — connect through a satellite link to cellphone infrastructure in Montreal before bouncing back up to Nunavik, said Dan Pellerin, communications adviser for KRG.

“It adds latency,” he said. “Between the cellphone and the landline, even though they could be side by side, it adds a significant amount of delay.”

Phone users in Kuujjuaq connect directly to the Bell landline system and do not require a satellite when calling locally.

Currently, Ice Wireless is the only company that offers cell service to Kuujjuaq and Quaqtaq. In all other communities, customers either don’t have access to cell service or purchase the Montreal satellite link at an extra cost.

With the arrival of a fibre optic link to Nunavik, which is set to be complete by 2027, there will be a base infrastructure for telecommunication companies to invest in cell service development other than satellite.

Pellerin said companies using fibre optic to provide cell service would cut satellite costs and reduce latency.

Nunatsiaq News asked Bell Canada about the state of its infrastructure in Nunavik.

“Nunavik is one of the regions where it is difficult to increase the deployment of telecommunications infrastructure,” said Éliane Légaré, Bell public relations manager, in an emailed response.

“Deploying our networks in these regions presents many challenges, including high infrastructure costs, extreme climatic conditions and difficult access to sites.”

Daigle said the Department of Innovation, Science and Economic Development is rolling out a new framework to govern telecommunications licences.

The government makes ranges of frequencies on the telecommunications spectrum available for companies to bid on and use to provide their services.

These companies have historically acquired these licences but haven’t made the frequencies available to customers, especially in northern or remote areas, because it isn’t economically viable to do so.

The new framework will “make unused cellular and personal communications service spectrum in Nunavik available for new providers,” said Daigle.

“When auctioned, these bands will include an Indigenous Priority Window for Indigenous Peoples who wish to access it directly.”

Consultations on the priority window are ongoing until Oct. 1, according to the department website.