Cable

Cable – FAQ

Is there any onsite installation?

  • A third party technician from Bell/Rogers/Cogeco will provide onsite installation for a new activation. There is no onsite installation for a transfer service.

Modem and Router Quick Setup Guide

  • You could get support from the products manufacturer:
Tenda:
http://www.tenda.ca
SmartRG:
http://www.smartrg.com
ZTE:
http://wwwen.zte.com.cn/en/
Thomson:
http://thomsonreuters.com
Huawei:
http://www.huawei.com
Sagemcom:
http://www.sagemcom.com
Tplink:
http://www.tplink.ca/en/

What is high speed internet?

  • High speed Internet is defined as above 6 Mbps download and 1 Mbps upload.

How long will it take to install the internet service?

  • The time may vary but installation should take between one and two weeks depending on the type of service.

What equipment do I need for internet service?

  • Cable/FTTN internet uses a certified cable modem. If you wish to have more than one device that can access the internet service, you will need a router.

  • The Cable/FTTN modem has only one LAN port and comes without Wi-Fi functionality.

Where are VS IDEAS’s high speed Internet services available?

  • VS IDEAS’s high-speed Internet services are currently available in Quebec and Ontario.

  • Take a look at www.vsideas.com/coverage/ to find out if you are eligible for our service or use our live chat feature to verify if the service you’re interested in is available at your location.

Could I get cable internet service without DryLoop?

  • Yes, cable internet can be installed using TV cable lines instead of phone lines.

How long will it take to be connected at a new address?

  • Connection will take around 10-15 days. In order to avoid any service interruption, you must notify us at least 3 weeks in advance.

Will there be any variances between actual speed and advertised speed?

  • The download and upload speed may vary due to factors outside of our control. Examples include environmental conditions, distance from the server, wire construction, and Wi-Fi configurations.

How can I check my speed?

  • You can check your speed on speedtest.net, which is a third party website. Any variance between the advertised speed and the actual speed may be explained by the factors described by the previous question’s answer.

  • Please contact our technical support team if your speed is significant lower than the advertised speed. We will troubleshoot the problems for you.

A technician just finished the installation and I still don’t have internet access?

  • It may take 2 to 3 hours for synchronization.

  • If you don’t have internet access for more than 6 hours after installation, please contact our technical support team. We will troubleshoot the problems for you.

Can I use my own modem?

  • No. In order to guarantee the quality of our services, we use specially certified modems.

What can I do when my internet doesn’t work?

  • You could reboot (unplug for 10 seconds) your modem, router, and computer to get the eventual update from the server. If you still don’t have a signal, please contact customer support. We will troubleshoot for you.

Will VS IDEAS send a technician if a technical problem occurs?

  • Yes. If any problems can’t be resolved through phone or email, we will send a technician to personally assist you.

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