FAQs

FREQUENTLY ASKED QUESTIONS 

Lifetime Price Guarantee, but how?

    • We believe in loyalty. The price you sign up with is the price you will keep for as long as you are on that package. No reason to call and negotiate another deal, your price isn't going up! 

 

How long does it take to get set up?

    • Typically takes 5 business days. We do recommend setting up connections in advance. This will ensure you receive your connection with no delays.

 

When should I cancel my account with my existing carrier?

    • We recommend canceling your account with your current provider after we have established a connection on site. We understand how important internet is and we do not want you to experience any downtime. 

 

Why do you provide a modem & a router for Wi-Fi?

    • A quick Google search and you'll see that it's proven that the hardware combo provides a better experience for both internet connection and Wi-Fi in your home. 

 

I am a current cable internet customer, do I require a tech to visit my residence?

    • No, you will enjoy a plug & play set up! You will only require a tech to visit if you do not have a cable connection in your home.

 

Where do you service?

    • High-speed cable internet connections available in British Columbia,  Alberta, Saskatchewan, Manitoba, Ontario, and Quebec.

    • DSL internet connections available in British Columbia, Alberta, Ontario, Quebec and The Maritimes.

    • Voice services are available Canadawide

    • IPTV is available in British Columbia and Alberta

We're constantly striving towards providing services to more Canadians. Email us with an availability check if you are not sure we can service your location. If we cannot service your location, we will hold a $50 credit for you when service becomes available.

 

What high-speed cable internet package you recommend? 

    • We always recommend Moderate or Heavy packages. They are not always the highest packages but they will give you the best experience.

 

How do I find out what speed I have now?

    • You can use our speed test to determine what speed you have now. SPEED TEST

    • *Things to consider - Wi-Fi connections will yield to lower speeds. Speeds also fluctuate depending on the type of device and how far it is from the modem. For the most accurate results test on a device that is hardwired to the modem

 

Are you a reseller?

    • Yes, we resell telecommunication services from the "Big Guys". This is great news for you, they're award winning and the most trusted infrastructures in Canada. Except, we can give you it for a lower price!

 

How do you bill?

    • We issue invoices on the 15th of each month with the due date the following 1st of the month. All auto-payments are collected on the 1st of the month when the invoice is due.  

 

Do you have 24/7/365 customer support?

    • Yes, we do! 1-844-4ITELYA is available 24/7/365