FAQs The Urban Internet Company Canada

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. 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 use the Contact link above to ask us to check if we can service your address before you place an order.

Please 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, please tell your email system that they are not junk. We do not provide email 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 in our system to a replacement address 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, you may buy or rent a modem from us, unless you already own a suitable cable internet modem. If you do not know if it is suitable, please ask us before placing the order. (Most modems are not suitable.)

All modems 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 get WiFi. After a modem ships we will usually email you the Canada Post tracking number so that you can track delivery. Modems do not ship on weekends or statutory holidays.

If you need to return a modem to us, please contact us first to ask for a Canada Post Return Number which covers postage and allows Canada Post to print the return label.

When the order is placed (with payment; otherwise we do not process the order), 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 confirm 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, ask us (by ticket/email, not by phone) for a credit for the number of days without service, and we will 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 credit card transactions. When you pay your initial invoice, the card details are stored securely in their system and future invoices may be charged at the time the invoice is created.

Card details in our system are later replaced by a token (security). If a transaction is not successful, the billing system will try again each day until successful. Your invoice number may appear in the transaction details on your credit card statement.

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), note that not every cable outlet in the home is guaranteed to be active; you may have to try each until you find one or more active outlets. For more information see the Support page.