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# Why can’t I call Customer Care?

||| Note: If you have a 5-digit Cogeco account number, you will continue to use this article. If you have a 11-digit Cogeco account number starting with a 5 or 6, you'll use My Account to manage your services. [__Get support content for using My Account__](https://support.cogeco.ca/hc/en-ca). 

# We are a 100% digital company, which means all our support is handled online—we do not have a call centre or offer phone support. This is a deliberate choice we've made to offer the most efficient and helpful support experience possible.

### How this benefits you.

**No waiting in phone queues** - *You can send us a message and continue with your day without being tied to a phone, listening to hold music. You also won’t have to repeat your entire situation if a different agent helps you out.*

**Efficient troubleshooting** - *Many troubleshooting steps, like a modem reset, take several minutes to complete. With digital support, you can follow the steps and we can reconnect with you when you're ready, without being tied to a phone call. You can also easily send us photos of your equipment, which helps us diagnose the problem faster.*

**Chat history** - *You can refer back to your message history anytime to check answers to your previous questions.*

**Connect in a way that works best for you** - *You can reach us on the platform that works best for you, including SMS, Chat, or email.*


### Why it suits us.

**Help more customers** - *Our agents can assist several customers at a time, which means we can help a larger number of people more efficiently than if we were tied to one phone call at a time.*

**Better responses** - *Our team has the time to provide clear, well-researched answers with all the necessary details, ensuring you get the most accurate information.*

**Team Collaboration** - *It's easy for our support specialists and management to collaborate and share a chat to help solve a problem, which means you'll never be transferred to another department.*

**Multilingual Support** - *If English or French isn't your first language, our team can use a translator to communicate with you in a language that works best for you.*


We understand that a 100% digital experience might be new to you, and that's okay. We encourage you to give it a try—you may be surprised at how much more efficient and helpful it can be.

If phone support is a must-have for you, then we may not be the right fit for your needs, and we understand that completely.