Frequently Asked Questions

 
What is High-Speed Wireless Internet?
High- Speed W ireless Internet is a broadband service which uses bi-directional radio signals to transfer data to and from your home or office computer and W3’s network. We install a modem and small transceiver antenna in your home or office and it communicates ( transmits and receives radio signals ) with a W3 tower connected to W3’s network.

Does W3Connex provide support for routers or home/office networks?
W3Connex does not restrict what home/office networking equipment you wish to use, however, we will not provide technical support for any networking devices unless those devices are supplied by W3. (For example, if you are having a problem with your router, you will need to contact the manufacturer/vendor of your router for support.) If you are using any networking equipment and experience a problem with your Internet connection, W3 Technical Support may require that you disconnect your home/office network, and use a single PC connected directly to your Wireless modem in order to troubleshoot the problem.

When and where is the service available?
See our coverage maps and details of service under the Heading “Community Networks”. To check service availability please visit “service availability”

How much does it cost?
Click here for Residential Service
Click here for Commercial Service

Is there a contract associated?
Yes our Residential and Commercial services all have a minimum term contract of one year. Other services such as CIR and TLS contract terms may vary.

Is the modem and antenna extra or included in the monthly rate?
The modem and antenna are included in the monthly rate.

How fast is the service?
Our Residential and Commercial LIte service provides speeds of up to 1.5 Mbps both downstream and upstream while our Basic Commercial service provides up to 3 Mbps downstream and upstream. Higher speed Commercial services are available upon request.

Is there a guarantee?
Maximum Access Link speed is limited by distance from base station and equipment deployed. Access Link Speed is not guaranteed for Residential, Commercial Lite and Commercial Basic services. CIR & TLS Commercial agreements do include detailed committed service levels. Service Agreements are provided after service availability has been verified and a service request has been completed.

Does your system require a phone line to transmit data in any way?
No. All data is transferred through the antenna. This leaves your phone line free.

How is the system hooked up?
An antenna is attached to your home from which we run a cable into your home to a radio modem. The radio modem is then attached to your computer via Ethernet.

How do I know if I can get the service?
Please complete a service availability request and we will respond within 2-3 business days.

Do I have to be home or in the office during the installation?
Yes. We require access to both the inside and outside of your location.

How long does it take to install?
Immediately upon arrival our technician will verify that service is available and then will install a small wall or roof mount bracket and attach the antenna. He will then run a cable indoors to connect to our modem where you can run a cable to your computer/network. The modem must be plugged into a regular hydro outlet. The entire installation process is normally completed in less than 2 hours.

What happens if service can’t be provided immediately?
It is possible that due to obstructions such as small hills or very dense foliage, a small tower will be required to receive the signal. Details on this and costs will be provided during the initial site visit. It is also possible that the obstructions are too high to be overcome by a reasonably sized tower. W3 has developed other solutions such as our “neighbourhood node” service in an effort to provide service to as many potential customers as possible. Details will be provided should this be your situation.

For answers to other questions please ask our Manager Customer Care - [email protected] or call 1-888-235-9326

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