We redirected you to this page for a reason. Very likely, we just need to update your contact information. At the very worst, it's because we have an issue with your bill. The best thing you can do to help us is to fill in the rest of this form. Please allow us an hour or two to update your information and restore your service. Please do not fill in this form again unless you have a different issue or you have not heard from us within 2 hours.

Please run a speedtest from within our network and include your results in the Additional Comments. Please include in your commentes if you are connecting to your router wirelessly or if the device you are testing with connects to your router through an ethernet cable. You can expect devices connected wirelessly to perform worse than those connected by an ethernet cable. Also, other devices connected to your router using the internet at the same time will affect your tests. You can also expect your home router, especially if it's heavily loaded with connections even with little traffic moving through it, to have an impact on your speeds. The more connections, the more impact. This means, for a most reliable test, you want to unplug the connection to your radio-modem from your router and plug it into a computer. If you do this, please tell us in the Additional Comments.

If you run a speedtest from another site, such as fast.com, please include which site you are testing to. If you are using a test site such as speedtest.net, which has options for multiple test servers, please include the the name and city of the server you are testing to. Tests to TasmaNet Pty Ltd in Hobart can be very different from tests to Bell in Ottawa.

Do these drop outs occur at specific times of the day or to specific sites? Please let us know in the Additional Comments.

Is it a specific site or service you're having dificulty with? Please let us know in the Additional Comments.

If you got to this page and don't know why, it's because we redirected you here for a reason. Very likely, we just need to update your contact information. At the very worst, it's because we have an issue with your bill. The best thing you can do to help us is to fill in the rest of this form. Please do not fill in this form again unless you have a different issue or you have not heard from us within 2 hours.

We will do our best to help you with your internet issues. However, we supply internet services, not tech support for Smart TVs. As such, we recommend you check with your TV's manufactuerer for additional assistance.

If your Smart TV has an ethernet port, we strongly recommend you connect it to your router with an ethernet cable. Ethernet is both much faster and much more reliable than wireless.

Smart TVs use a great deal of bandwidth but many services also require a low latency. Latency (also called ping time) is the time it takes from when your TV sends a request for more data to when that data arrives and is very much affected by physical distances. For most services, it needs to be less than 100ms. This means a service out of Australia which has a latency of 273ms is totally unwatchable while one in Britain which has an avergae latency of 100ms is unreliable. It'll seem to work but then stop every so often to buffer. So while we will do our best to help you, some problems such as these cannot be resolved.

But there may be solution. As one client explainned, he starts the show and then immediately pauses it to make himself a cup of tea. By the time he gets back, enough has buffered, he can watch the entire show uninterrupted.

If you are having a problem with a streaming service, please let us know in the Additional Comments which service it is so that we can determine if and how we can resolve your issue.

On many newer makes and models of routers, if you check their bottom, you will see an SSID and a Password/PIN.

The SSID is the default wireless name for the router. If you look at the Available Networks in you WiFi settings, you should see this name displayed. Select this.

The Password/PIN is what you need to enter as the password to connect. After you've selected the SSID from the Available Networks, you will be asked for a password. This is the value to enter.

A problem we're beginning to see is DHCP Pool Exhaustion. This occurs when you try to connect too many devices and the Dynamic Host Configuration Protocol server inside your router runs out addresses in its pool. However, if you read your router's owner manual, you can go into your router's configuration and adjust the size of this pool.

WiFi is wonderfully convenient but it was never designed to guarantee speed nor reliability.

Collisions occur when two connected devices try to talk to the Wifi Hub at the same time resulting in the hub not understanding either. The more connected devices you have, the more collisions and the worse it performs. When WiFi was first created in the late 1990s, its creators figured everyone in a household might have 1 connected device, not 3, and certainly wouldn't be using it for important stuff like work or watching TV. It was seen by its creators as a convenience, not as a replacement for ethernet cables.

Radio Interference occurs when two near-by WiFi hubs are operating on the same or overlapping channels. It's the same problem as collisions only more so as it can affect the hub's ability to comprehend its connected devices, and the connected devices from comprehending their hub. The 2.4GHz band has officially 11 20MHz-wide channels but because of overlap, it only effectively has 3. Many routers will default to using the extra-wide 40MHz wide channels effectively guaranteeing radio-interference from your nearby neighbours. If you read your router's manual, you can manually configure your router in order to minimize radio interference.

Physical Interference occurs when something is physically blocking the WiFi signal such as a wall, things in walls like pipes or wires, aquariums, or even house plants. If you find your device can work fine in one place and not in another, this is likely the cause.

The number one solution, if you can do it, is to use an ethernet wire. Both the Google ChromeCast and the Amazon FireStick can use special adapters to hook up an ethernet wire. Since these provide TV services which use a lot of bandwidth, it is highly recommended to use them if you can. If you need more ethernet ports than your router provides, you will find Gigabit Ethernet Switches quite inexpensive. For home use, brand and model doesn't matter as long as it has enough ports.

Many newer routers are multi-band which means they operate in both the 2.4GHz band and the 5GHz band. 2.4Ghz is less prone to physical interference, but 5GHz has many more channels allowing it to better avoid radio interference. If you have or obtain one of these routers, you may find the device you're trying to use can use either. Use which ever band works best.

Mesh routers are a relatively new creation. They are a collection of units designed to work with each other. They allow you to put a hub in each room and to move from one room to another easily. While they will work together wirelessly, for best performance, it is advised you connect the hubs together by ethernet cable. Don't worry, they can be connected through an ethernet switch without any problem.

Please let us know in the Additional Comments when you intend to start and finish your renovations.

In most cases, you only need to unplug the power to your radio-modem when you leave. Letting us know however is a good way to ensure there are no issues.

In most cases, you only need to plug in the power to your radio-modem when you arrive. Letting us know both before and when you get there is a good way to ensure there are no issues.

You can email billing to get it sorted out quickly. But filling in this form also works.

We're sorry to see you go!

Please let us know in the Additional Comments when you wish your service to be canceled. To ensure as few issues as possible, please power off your radio-modem on that date.

Please let us know in the Additional Comments when your last day of service will be. To ensure as few issues as possible, please power off your radio-modem on that date.

Please let us know in the Additional Comments when your first day of service will be. If your radio-modem is powered off, please power it on as soon as you wish service and we'll try to get it set up for you as quickly as possible.

Please let us know in the Additional Comments when you expect to take possession of the property so we can get you set up as quickly as possible.