The aim of this Support page is to quickly and effectively answer your most common questions/concerns, without you having to to contact us. Please click on a question below, or scroll down the page to read each question and answer.What are your internet plans & prices? Is internet availability at my address? Do you have seasonal internet plans? When is my installation appointment? How will my modem ship? How to I configure my SmartRG 808AC Modem? How do I configure my DSL modem? I do not have my full internet plan speeds I have a flashing light on my modem what does that mean? I have no internet please help? I received my modem but have no internet? How do I do a Factory Reset A Modem? How do I run a speed test? How do I open The Command Line? How do I Ping? How do I Change To A Faster Speed Plan? I didn't see a tech how do I know if my connection is working? Technical Support Phone Number For Internet Connection or Modem (until 4 Jan 2021) What is my monthly internet usage? How do I return a modem? What is your phone number? Do you have retail stores? Are you registered with the CRTC? I have a different question.
While our website is open 24 hours a day, 7 days a week, and you may place orders at any time of any day, including on holidays and weekends, and the same applies to support tickets / emails, it is not always possible to respond immediately to all support requests, especially those submitted during the night time hours. We appreciate your patience. Please read this page before submitting a support request, as the answer to your question or problem may well be on this page.
If it is coax cable internet plan, please check to ensure the coaxial cable is securely connected from the cable connector on the back of the modem to the cable outlet. Try another coaxial if possible. (Different cable may impact the signal strength.) Try another cable outlet. (Sometimes only 1 specific outlet will be active in the customer's home.) Remove any splitters or couplers that may be attached to the cable line. If you are using a router with the modem, try removing the router and testing things without it (please note that we cannot trouble shoot routers).
We offer different high speed internet plans in different areas and over different networks, which usually means that our retail prices will also vary from one area to another, depending on the cable TV or DSL capable telephone network (we are paying for the use of) to deliver our services over. The Home page of this website is structured to help you navigate by province and then by Place name, to see the plans and prices that we offer in each place. Once you find the plan you like (and assuming it is available at our address) you can follow the link on that plan to place an order.
If you live in Alberta or BC or Saskatchewan or Manitoba or Northwest Ontario, and you have a Shaw cable TV line running to your home (active or not) then all of our cable high speed internet plans that we offer are likely available at your address, (but we do not provide Cable TV channels).
If you live in Alberta or BC, and you have Telus DSL or Telus Fibre Internet services then our equivilant DSL or Fibre high speed internet plans that we offer in AB & BC are likely available at your address (with the exception of some communities).
If you live in Ontario, and you have a Rogers coax cable line running to your home (active or not) then all of our cable high speed internet plans that we offer (over Rogers cable TV lines in Ontario) are usually available at your address (except in Uxbridge over Rogers-Compton lines), (and we do not provide Cable TV channels).
If you live in Ontario or Quebec, and you have a Cogeco cable line running to your home (active or not, and you are in the Cogeco 'two way area' which is most of their area) then all of our cable high speed internet plans that we offer over Cogeco lines (in that province) are available at your address (but we do not provide Cable TV channels or any sort of TV services).
If you live in Ontario or Quebec, and you have a rural DSL (phone line based, but not dial up or wireless or satellite) Internet service from Bell at to your home (or it is available at your address) then our equivilant DSL high speed internet plans should be available at your address. Our plans of the same speeds would not be any faster than Bell's plans of that speed. A dry loop would also be required if you do not have an active Bell landline service, but we can arrange that.
If you live in Ontario or Quebec, and you have DSL Internet service from Bell to your home (or it is available at your address) then our equivilant DSL high speed internet plans should be available at your address, (to the highest speeds we are allow to sell). Our plans of the same speeds would not be any faster than Bell's plans of that speed. A dry loop would also be required if you do not have an active Bell landline service, but we can arrange that.
If you live in the province of Quebec, and you have a Videotron cable line running to your home (active or not) then all of our cable high speed internet plans that we offer over Videtron lines are available at your address, (but we do not provide Cable TV channels).
If you live in Newfoundland & Labrador, and you have (had, or are able to have) Rogers cable internet (or Rogers cable TV) then most of our cable internet plans should be available at your address. If you have or (ever had) Bell Aliant DSL internet at that address, then our DSL 7 internet plans are available.
If you live in New Brunswick, and you have (had, or are able to have) Rogers cable internet (or Rogers cable TV) then most of our cable internet plans should be available at your address. If you have or (ever had) Bell Aliant DSL internet at that address, then our DSL 7 internet plans are available.
If you live in Nova Scotia, or PEI, and you have (or are able to have) Bell DSL internet, then our DSL 7 internet plans are available. We are not able to offer faster speeds in the NS or PEI at this time. We are not able to provide services over the cable TV lines in NS & PEI at this time.
We do not offer satelite internet, or wireless internet, or point to point internet. We use the cable TV company lines, so if the cable TV company can't provide you with internet, neither can we. We also use the phone company DSL capable phone lines, and if the phone company cannot provide you with internet then neither can we. We cannot lay new cable or DSL capable lines in places where they do not exist, we are not allow to.
If the home or cottage you are trying to find internet for, is completely off the gird, no utilities, no municipal address, no power, nothing, then we will not be able to service the address. If the home or cottage does not have a municipal / Canada Post street address, then it is unlikely that we can service the address, unless you currently have cable TV or cable internet (from the cable companies listed above) or DSL internet (from the phone companies listed above). We are not able to lookup addresses by legal land description, latitude and longitude, Grid references, GPS coordinates, landmarks, by telling us what is nearby, or by providing driving directions, (as we are entering an address into computer systems to pull up results, and those systems will not accept those types of information).
If you do not know, or you want someone to take the time to look things up, then there is a paid service for that. The reason that it is now a paid service, is that it takes time, and lately it has been just too hard to get people to work for free, for some reason they insist on getting paid, so in order to be able to pay them we have to charge for the work that they do, which means that we have to charge you to have them look things up. So, for non-refundable $5 we can look that up for you, as best as we are able to. (Results are not guaranteed, this does not consitute legal, or investment, or real-estate advice, etc.)
Five dollars is not worth much these days, (try buying anything at a convenience store, or a drive through for five bucks, it does not go very far)! Besides how much is your time worth, for you to be making inquiries all over the internet to try to get some sort of answers? Likely $5 is then a bargain price. If you order this paid service then we would reply to you by email, almost always within 24 hours, and usually much sooner than that! (This service is not available by phone.) When asked to enter your 'address' for making payment by credit card (or PayPal account, and by the way we do use PayPal to process our credit card transactions), please enter the address that you want us to check (even if you do not live at that address). We will not check the address until after the $5 payment has been made and unpaid orders will be deleted after a few days.
We are not able to offer 'seasonal internet plans', or 'seasonal disconnects', or 'vacation disconnects', as such. You can still have internet just for the season, but you would need to ask us to end (cancel) your internet service at the end of the season, and you would need to order it again (new activation) next season. If you have rented a modem from us, it would need to be returned when you cancel. If you buy a modem from us, you can usually use the same modem again next time you order internet from us (unless the cable / phone company prevents us from letting you re-use that model of modem).
We will e-mail your the details of your tentative Installation appointment once we have them. That usually happens the same day you place the order, but it could be the next day. Then a few days later we will usually email you confirmation of that appointment, or advise you of any change.
If you are buying or renting a modem from us, it will usually ship from a warehouse in Ontario by Canada Post Xpresspost, either the day that you placed (and paid for) the order, or the next working day. The exception is weekends and stat holidays, as Canada Post does not pick up on those days. Within Ontario modems usually arrive in about 3 to 4 days. Addresses located further away, will take a day or two more to arrive. Xpresspost is shipping 'By Air' (over any long distances) not 'by ground' so the extra number of days should not be very many. The actual delivery date depends on Canada Post. You can track the modem shipment from the Canada Post website using the tracking number we provide, and if we did not provide it, please ask us (by email) for the tracking number. (In the event of a postal disruption modems are instead shipped by courier.)
If also configuring the 5GHz, please repeat the steps above and during step 5 set the Wireless Interface to 5 Ghz.
Just like all other internet service providers, our internet plan speeds are advertised as 'up to'. This means that actual speeds are not guaranteed to be those plan speeds. We do advertise those plan speeds in good faith, but we cannot guarantee those speeds, as we do not own the lines/networks that we are using, rather we pay to use them. As well, technical factors beyond our control can affect plan speeds at individual households. The plan speeds we advertise are also measured using a wired connection from your laptop/PC to the modem, as using a wired connection can reduce actual speed due to factors such as distance, and local interference from your or your neighbours electronic items, etc.
Most home which have cable internet, have coax cable internet line from the modem to the node, and then fibre optic cable from the node to the internet. The node might be located at the cable box on the street in front of your home, or the node might be located a few houses away, or the node might be located on the next street over. The number of homes (users) sharing that same node will impact the speeds of the other users on that node, especially if they do a lot of heavy downloading. We have no control over where nodes are located, as we do not own the networks we are using.
In the case of DSL internet, the physical distance from the modem to the switch or Central Office (or node) will affect speeds, which is why actual DSL speeds vary by address.
Could be a problem. Check any wires or cables that are connected to your modem in case one of them is loose. If you do not have internet, and cannot connect to the internet, then turn off the power to the modem (and everything connected to it), wait a few minutes, then turn it all back on again, and often that solves the problem.
OK. If you are a brand new customer, please connect the modem, and then configure it as per the steps on this page, for your model of modem. (Please note that we do not provide tech support for a 'router' if one is conencted to the modem, so please disconnect any 'router' and retry connecting to the internet using only the modem.)
If you are an existing customer and your internet was previously working OK, and it seems to have suddenly stopped working for no apparent reason, the problem is likely an issue on the network in your neighborhood, and usually these sort of outages are resolved within about 30 minutes. Please try rebooting your modem and (everything which is connected to it) and if the internet does not come back up right away, try rebooting it again in about 30 minutes. Often the internet is working again after the 30 minutes, but you would often still need to reboot the modem to get re-connected.
Glad that you received the modem OK. If you have not already done so, carefully unpack the modem from the box, (keep the packaging), and go through the steps on this page for configuring that model of modem.
Factory-reset the modem. Some models of modems have a ‘reset’ pin hole (or a button) on the back of them, allowing you to ‘factory reset’ a modem back to the original factory settings. This may solve some problems. (Note: Must remove the coax on a Motorola modem to complete a factory reset.) If hardware is malfunctioning, attempting a 30/30/30 reset may help. This is done by pressing and holding the reset button for 1 minute and 30 seconds without letting it go, then at the 30 second mark, remove the 23 power from the hardware for 30 more seconds. Power the modem back on while keeping the reset button pressed for the last 30 seconds. For the first 30 seconds, the modem will be powered on. Press and hold the reset pinhole button for at least 11 seconds. If there is no reset button, perform a power-cycle of the modem. The modem can be also be factory-reset through the user interface.
You can do a speed test by going to a site such as www(dot)speedtest(dot)net. Please note that internet plan speeds are based on a wired connection from your laptop or PC or other device directly to the modem, (not a wireless conenction). All internet plans speeds are 'up to', and speeds are not guaranteed.
The Windows Command Line. When it comes to troubleshooting internet issues that are not related to DSL or cable signal, 'command' ('command line', older people will knowm it as the DOS prompt) will be the tool you will rely on most. It can be very useful in identifying issues and sometimes it is simply used to gather data that is required by the Vendor when submitting a ticket. The shortcut to run command prompt is to press the Start Key + R. In the window that opens simply type cmd and click ok. Also clicking on Start and then typing cmd in the search bar will find the program.
The 'Ping' Command. This command is the simplest we use. It will send four data packets to the destination host and report the time it took for the response back and report any packets that did not make it back. Type ping, space followed by the host name or IP address and hit enter. ping google.ca (If you are opening a support ticket, please copy and paste the ping results into the ticket.)
To change to a faster internet plan, open a support ticket (or email us), ask us to move you to a faster plan, and tell us which plan you want to move up to. We will look after it, and adjsut your invoice accordingly. It may take a couple of days for your new plan speef to take effect. (If it is not possible to move you up to a faster plan, then we would email you back to explain the situation and options if any.)
The Tech may have done his work 'remotely', or maybe he was just really quiet. Either way, the next step is to ensure that your model of modem is connected and then configure it as per the instructions on this page.
Existing high speed internet customers can get Technical Support by calling 844-229-0868, but this number is only for actual technical problems/issues with modems and connections, it is not for asking the status of orders, or for sales inquiries or billing inquires or non-technical problem matters. Please click check internet plan availability for my address, or for other matters this page. (This phone support number will be retired on 5 Jan 2021, and will at that time be replaced by website based support from this page of our website.)
There is no way for you to lookup your internet usage. If any any time you wish to know it, you must Ask Us.
If we were unable to service your address, 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.)
We are spanning mulitiple time zones, and operating in two languages. As one way of helping to keep our costs low, we do not operate a call centre. For this reason we very much prefer that if you need to contact us, that you do so through the website. Due to this policy, we have intentionally not listed our phone number on the website. We would also request that you do not email us simply asking us to phone you, as a way to try to get around that, rather please just provide your question so that we can send an emailed reply.
At this time, in order to help keep costs low, we do not operate a chain of physical retail store locations, though we do have an office address in downtown Toronto (but it is not a retail location as such), an offsite records storage address in Angus, ON (to meet various governmental requirements), the server is located in a secure data centre elsewhere (at the undisclosed location), we ship modems from the warehouse in Chatham, ON, and team members work from multiple locations. In addition, as an extension of our team, we use cable company and phone company installers and service technicians. To place an order with us (for internet plans in any of the ten provinces) you need to order online though the website. Modems are shipped (and if necessary, returned) by Canada Post. The same applies for our web hosting related services, you need to order through the website. We do not take orders (or sales inquires) by phone or by text, only through the website.
WRS Web Solutions Inc. is registered with the CRTC as an Internet Service Provider, and it has a Basic International Telecommunications Services (BITS) license from the CRTC authorizing it to carry telecommunications traffic between Canada and any other country.
Check internet plan availability for my address if that is what you were looking for, or you may wish to read the additional information found on the FAQs and the Knowledgebase pages of our site, or for other topics you can ask us.