Below are answers to many of the frequently asked questions:
Our service area is most of the urban areas in Canada. Some expections include Regina, Brandon, the areas of Saskatchewan and Manitoba not serviced by the Shaw cable TV network, Yukon, Nunavut, NWT, those parts of western Canada that are on the Eastlink cable TV network, and parts of Kanata. Generally speaking most every home address in Canada that can be serviced by the Shaw, Rogers, Cogeco, and Videotron coax cable TV networks can be serviced by us for our cable internet plans, plus the areas in Ontario and the Atlantic provinces which can be serviced by Eastlink. You are welcome to use the contact form on our website to ask us to check if we can service your address or not, before you place an order, please allow up to 24 hours for a reply by email. (Phoning us will not result in a faster answer, but it will slow us down.) If the cable company previously told you that cable internet plans cannot be provided at your address, then it is highly unlikely that we would be able to provide them to you either as we use their network/lines. Some parts of the Cogeco networks (due to technical reasons) are only able to get cable TV from Cogeco but not cable internet from any provider.
Please me keep in mind that we usually only communicate with you by email, including invoices or invoice payment confirmations. So, if any emails from us end up in a junk folder (or worse) please tell your email system that they are not junk, etc. If you do not wish to receive emails from us for monthly invoices or payment then please tell us by email or contact form and we can change that setting on your account in our system. We do not provide emails accounts with our internet plans. If you are using an email account from another internet provider and that account will be disappearing, please update your email account in our system to your replacement one such as a gmail account.
Internet plans require a modem. We do not normally loan them for free. When you place an order with us, as part of that process you will be given the chance to buy or rent a modem from us, unless you already own a suitable cable internet modem. If you do not know if it suitable or not, please ask us by contact form, before placing the order. (Most modems are not suitable.)
All modem have a one time shipping fee of $12.95 by Canada Post Xpresspost with special instructions 'signature required, do not safe drop'. We rent modems for $15.95 a month. WiFi Modems are available, (except over the Videotron and Eastlink networks) in which case you can connect a wireless router to them to get WiFi. After a modem has shipped we will usually email you the Canada Post tracking number so that you can then track the modem's progress on their website. Modems do not ship on weekends on statutory holidays as Canada Post does not pickup on those days.
If you need to return a modem to us, please contact us first (by contact form or email) to ask for a Canada Post Return Number which will cover the cost of postage and will allow Canada Post to print the return mailing label (with a different mailing address on it), and they will put the label on the parcel for you.
When the order is placed (with payment else we do not process the order), then the install date is assumed to be a few days in the future. The actual date might not yet be known (as we have to wait for the cable company installers to get back to us with confirmation of the date). Once we have that date we will email it to you, and if the date changes we will email you an update.
Payment is required at the time the order is placed. If the install date is delayed, then by all means ask us by contact form or email (but not by phone) for a credit for the number of days without service, and we will certainly consider granting the credit. We then invoice by email about every 30 days (for the upcoming 30 day period).
We use Stripe Payments Canada Ltd. to process our credit card transactions for us. When you pay your initial invoice the credit card number will be kept on file in their system and all future invoices will be charged to that credit card at the time the invoice is created.
The credit card number in our system is initially stored as a credit card number but is later (as a security precaution) usually automatically replaced by a 'token' in our system corresponding to a token in their system.) If the transaction is not successful, then our billing system will try to again every day to charge that card until it is successful. Your invoice number will show in that month's transaction on your credit card statement, likely in the format “INTERNET* INVOICE # ANGUS ON”.
Most modem issues can be fixed by powering off the modem, waiting a few minutes and powering it back on. On a remote activation (no tech visit), please note that not every cable outlet in the home is guaranteed to be active, you may have to try each of them until you find one or more which are active. For more information please see the Support page.
The Urban Internet Company does not offer sales or support by phone, (which is the reason we did not list a phone number on this website).