Within the Province of Ontario, though a process regulated by the CRTC, we pay to use the cable TV lines and networks of the Rogers, Shaw (now Rogers together with Shaw), Eastlink, and Cogeco. Generally speaking, if one of those lines reaches your home (or could reach your home), then we can service your address for home internet (but we do not offer TV plans).
You will normally need to buy or rent a modem (usually from us as part of the process of ordering home intrenet) to go with your internet plan. That is a cost of about $199.95 plus HST,
As much as possible, we also try to offer small business the same plans as we offer residential customers, (with the exception of the Cogeco network which may have imposed significant extra costs and limitations on such small business offers.) You are welcome to contact us to ask for confirmation of small business internet availability at one (or more addresses) prior to placing an order.
We use cable company installers. Unless you request a specific date or set of dates, we will try to book your install (or activation or transfer) for the next available date that they provide. Once we know that date and time slot we will email it to you. If there is a significant delay in the install, you are welcome to request a credit to you bill to cover the days without service.
On the install date, the cable company installer, or one of their contractors, may call you before coming to ensure that someone is home. If you do not answer the phone, they might assume nobody is home and not come. Their number may show as private, unknown, etc, so please answer all calls that day. We are not able to call them, and we do not have their individual phone numbers, as the installers are assigned by the cable company on our behalf.
When Canada Post is not on strike, modems usually ship from the warehouse in Ontario (Monday to Friday afternoons) by Canada Post Express Post, and arrive in 2 to 3 days. Canada Post does not pickup from the warehouse (or deliver to homes) on weekends and statutory holidays. Modem are usually shipped with instructions 'signature required' & 'do not safe drop' (so this means that they will not leave it on the door step if you are not home, instead they will leave a parcel pickup card and take it back to the local Post Office for pickup with ID). We will normally email you the Canada Post tracking number after the modem ships, so that you may then track it on the Canada Post website. When Canada Post is on strike we normally ship much the same way by Canpar Courier.
The most common modem that we will sell or rent you, (or that you might already own), is the Hitron CODA 4680 (a modem router combo). In each case, the MAC ID and serial number of the modem will have been entered into the cable company network computer system, to 'authorize' that specific modem for use on their network, which (by prior agreement between us and them) then routes you across their network to a seperate internet server, out onto the internet. Modems are shipped with a Quick Start guide in the box that explains how to setup the modem.
Connect a laptop to the modem via ethernet or the EasyConnect Wi-Fi, browse to any website, and the setup screen should appear automatically, or you can manually enter the address 192.168.0.1
In most situations, if the internet stops working, it is due to cable company network problem which we have no control over, and will usually be resolved by them within five minutes. If the internet does not come back on in about ten minutes, try turning off the modem (or unplugging it from the electrcial outlet in the wall), count to about 10, then turn it back on, or plug it back in. That will fix most problems, most of the time. (It is not usually necessary to do a 'factory reset' of the modem. Give the modem five minutes or so to reconnect to the internet.
If that does not work, then please open a Help Desk Ticket.
We do not make you sign muti-year term contracts. You can cancel you internet at anytime, just open a Help Desk Ticket at using the contact form located at the Help Desk. Please ask us to end your home internet service, and please provide a date that you want the service to end on, and it would likely end first thing on that date.
If we were unable to service your address for home internet, but the modem was already shipped, please return it by taking it to any Canada Post Office, and ask them to print a return mailing label to place on the parcel (which will also cover the return postage), using Canada Post Return ID Number: PR323420.
For all other modem return situations, please ask Canada Post to use Canada Post Return ID Number: PR172480. (They have to print it, you can't print it on your own.)
If Canada Post is on strike, please wait until the strike ends to return it.
We are not able to offer 'seasonal services' or 'vacation disconnects'. You may use our home internet for the season (summer or the winter, etc), and cancel when you wish. Then next next year/season you can order it again. If you have rented a modem you would need to return it or buy it.
We are a pay in advance home internet service. Billing usually starts on the day that you place the order. (Normally we will not process unpaid orders.) Then we will usually invoice you every 30 days, charging your credit card or debit card that you have placed on file with us for the amount of each invoice, at the time each invoice is created. We process the card payments through Stripe Payments Canada Ltd., and it might also offer you other payment methods on our behalf in addition to credit & debit cards.
If you login to the Client Area of our The Urban Internet Company website, see the Login menu item on the top right area of the page, with your email and your password (if you forget your password there is a forgot password feature), you may manage all aspects of your Customer Account, including adding or changing the credit card or debit card that you have on file. Once you have added or updated that card info, the card will likely be charged the following morning for the actual amount of any invoice(s) by our billing system.
For all other questions, concerns, or issues, please open a Help Desk Ticket at using the contact form located at the Help Desk. We normally reply by email within 24 hours, but usually much sooner than that.