Service is delivered via wireless communication. A terrestrial antenna installed on your property directed to our distribution tower will insure the connectivity to Internet.

Taking in consideration the distribution medium, which is the atmosphere, no company offering wireless communication can offer 100% guarantee, due to the fact that bad weather can affect wireless communication. Water in the atmosphere affects wireless propagation and that translates either in a reduction of speed, or if weather is really bad it can lead to total loss of signal. FiberSpeed designed the network to compensate for minor weather challenges, yet heavy rain is a factor that no wireless technology can overcome. During good weather and under normal operation conditions FiberSpeed will take any efforts to insure enough capacity so every customer can get as close as possible to their subscribed package. We will continuously monitor the network and add more capacity if we notice the demand asks for it.

All our packages are unlimited usage, yet we do monitor usage to detect abusive or illegal use of our service. We are requested by law to keep track of usage of the service in case enforcement agencies link criminal activities to this usage. We are mostly talking here about illegal access or sharing of copyrighted content, or illegal access of certain data. We consider abusive usage any usage that doesn’t follow normal patterns or that is illegal. As example if we notice 24/7 streaming from YouTube from a certain user we might draw a conclusion that a user forgot a computer connected to Internet with a YouTube page opened which continuously streams content with nobody actually watching it. We will notify you in such situations. Using illegal streaming or content sharing software like torrents, p2p streaming, sopcast, etc will also be monitored and you will be notified. In case such activities continue, we can, at our discretion, cancel your subscription.

Send us an e-mail to the same support e-mail support@fiberspeed.ca and mention your name, your contact information and the fact that you need to update your payment method. DO NOT SEND PAYMENT INFORMATION BY E-MAIL!!! Once you sent the e-mail, one of our staff will contact you by phone and ask you to provide us with your updated payment information.

If a subscriber has a failed payment once in a while we do realize that issues can happen, credit cards can expire and subscribers could forget to update their account. Our interest is not to penalize people for such situations. We will get notified by our card processor when such failed payments happen and we will contact you to have your payment information updated. Your service will not be disconnected for such one off failed payment. If failing payments become a regular issue, your service will become disconnected and there will be a 10 CAD reconnection fee, fee that will compensate our time spent clarifying and updating the situation of your account.

Our preferred support option is through e-mail at support@fiberspeed.ca . In case of total loss of connectivity and if you have no alternate option to send an e-mail, a voice to mail service using a toll free phone number will be available on our contact page. Call the number, choose the right department and leave a voicemail. This voicemail will be recorded and also sent as attachment to the e-mail pertaining to the respective department. A company representative will call you back as soon as possible to clarify your issue.

Being a newly formed company, the small number of customers does not justify financially a 24h technical support staff on the phone. We chose this option in order to reduce operational expenses, so we can offer you a better priced service. Over time, when the number of customers will justify, a 24h staffed phone line might be set-up, yet at present, rather than spend our money with staffed support phone line, we preferred to invest in latest technology to insure minimal technical issues, so, once installed, we do not expect you to have major technical issues.

No, we do not issue for now monthly invoices. We operate in a similar method as other subscription services. Netflix would be one such service. Once subscribed to our service, your credit/debit card will be charged monthly with the value of the subscription plus taxes until you decide to cancel your subscription. The statement of your credit/debit card will serve as proof of purchase. We opted for this method in order to reduce operational expenses so we can offer you a better price on our service. In the end most people have no use for such invoices yet they do incur expenses on our side both with generating, monitoring and sending those invoices. Invoices will be sent to commercial/business customers as in their case such invoices are needed for accounting purposes. If a residential customer does need an invoice, a 5 dollar fee will be charged for every issued invoice and the customer will receive the invoice by regular mail and e-mail.

Your credit/debit card number will never be in FiberSpeed possession. It will be captured the moment you subscribe to us and introduced directly in our card processing company system which will take care of monthly charges. Such companies like Moneris, Chase Paymentech, TD Cards processing and so on are all adhering to certain security standards when it comes to storing your payment information so your card is very secure with them. Once in their system even FiberSpeed employees won’t be able to access you credit/debit card number anymore, with the exception of seeing the last 4 digit of the card for identification purposes.

For now we only accept payment by credit card or debit card/Interac. A direct payment from a bank account might be set up in the near future but we have no plans to offer a manual payment by subscriber, either by card or from his bank account. Counting on a customer to pay manually a bill at a certain date creates additional work on our end with monitoring that such payments have been made. We are trying to automate payments to avoid manual processing which add additional operational costs. This is also convenient for most customers as it releases them from the thought of having to remember to pay the bill every month. As the charge will be operated the same day every month, customer only needs to insure there are available funds in the account so the payment can go through.

No, the wireless waves and the spectrum we use combined with the power of our radios are not at all affecting your health or the health of your children. You should be aware that human body has been continuously exposed to electromagnetic waves for the last over 100 years since the first radio transmissions. Every day we are bombarded by electromagnetic waves from all telecommunication systems, like cell towers, radio/TV terrestrial transmissions and satellite transmissions. All these transmissions are regulated and the power each radio is allowed to put out in the air is calculated in such a way so it doesn’t harm us. Human body can tolerate electromagnetic waves up to a certain intensity and has been tolerating these waves even before humanity started to use radios. The Sun is emitting among other types of waves, radio waves and humans have been dealing with them without even knowing it from the beginning of humanity. In the end for a better understanding, electromagnetic waves are a form of energy that has a certain power that can eventually be measured in watts. Once energy meets human body it will heat up human body, yet you need enough power measured in watts so human body can feel it. A regular bulb light that is 60W can burn our hand if touched yet if we stay 5 cm away from it we might feel the heat but we won’t get burned as human body can accept that heat and eventually dissipate it if it considers is too much for us. A microwave that uses 700-1200 W can heat up our food and if we would manage to fit into a microwave oven such power combined with enough exposure, could cause us harm. As you can see it is an equation of power intensity, proximity to the emitter and duration of exposure. You need enough power measured in watts and enough exposure time to represent an issue for human body. By comparison our telecommunication systems like most telecommunication systems use a few milliwatts (a few thousand part of a watt) to transport the data between the tower and your home. Enough to say that such a low energy cannot affect in any way human body. We use way less energy that cell phone providers and that’s why our waves do not penetrate trees and walls while cell phone signal has no issues penetrating these obstacles, and with all that nobody is giving up his cell phone. You shouldn’t even do that as even at that level, the power used for cell phone communication is way below human body can tolerate. We get more energy in watts from the sun when we walk outside in a sunny day and human body in most situations knows how to deal with this excess of heat, usually by sweating. We can guarantee that you will never overheat or sweat from the waves emitted by our radios even if you’d be staying in front of one of our antennas 24/7.  There are studies done by various health organizations around the world including World Health organization and Health Canada that concluded that radios and the power used by these radios in wireless communications do not affect human health.