Frequently asked questions, FAQs. Welcome to the WRS Web Solutions Inc. high speed internet service providers frequently asked questions page. We also have a Knowledgebase which contains other information which may assist you or be of interest. Please check the Knowledgebase before opening a Help Desk Ticket, as the answers you are seeking may already be there.
We seldom (if ever) phone people, (and we will not put your phone number on anyone's telemarketing lists). We do however need to provide the Installers (who are contracted), a phone number that they can reach you at, so that before coming over that day (on the Insallation date), they can call ahead to ensure that somone (18 years of age or older) will be there to meet them. If they do not have a phone number, or the number is 'out of service', or not the right number, or nobody answers it, or they can only get the voice mail, etc, then they likely will assume that nobody is home, and they will likely will not show up. Instead they will likely cancel the appointment. Due to these reasaons, all orders require a phone number (that you can be reached at on the date of Installation) to be provided at the time the order is placed. Mobile phone numbers are suitable. (We are not able to provide you with a phone number that you can reach the Installers at.)
Some parts of our website offer a Postal Code lookup, but the list of Postal Codes it can check is incomplete, as we are not able to get the information we need, rather we add Postal Code results to it manually from time to time. Even passing a Postal Code check is not a guarantee of service availability at a specific address. The best way to find out (with 99.9% accuracy) if we can service your address, is to ask us, using the Sales menu item at the top of the page. If you order service and we find out that it is not available at your address we will refund your money. As a general rule of thumb if you already have or ever have has cable TV or cable high speed internet services (at that address) in Ontario with either Rogers or Cogeco, then we would be able to provide services at your address, and if your address is not serviceable by either Rogers or Cogeco then it is not serviceable by us either for cable internet, though it might be serviceable for other types of internet that make use of a phone line such as DSL, FTTN, etc, (but not wireless, point to point or satellite). Same applies if you live in Alberta of BC, as we use Shaw cable lines, or in the province of Quebec as we use Cogeco and Videotron cable lines. In the Atlantic provinces we only use phone lines (where DSL capable).
Yes you need a modem. No matter if you order high speed internet from us over a cable TV line or a DSL phone or FTTN or fibre line you will need a modem. Usually customers rent or buy a modem from us at the time they place their order. We offer a suitable modem as an 'Addon' to your order at the time you complete the order form, simply tic the 'tic box' on the order form and the modem will be added to the order, and the order cost will re-calculated at that time.
If you choose to rent a modem from us, please be sure to not only keep the original packaging that the modem came in, but please open it carefully so as to not damage the packaging, and keep the packaging, as when you end you service with us, you are required to mail the modem back to us (only by) Canada Post (not in person or by any other means), with postage at your expense, and it must be mailed back to us in the original packaging with all cords and cables and power adapters, it came with included. Please note that the address to mail it back to might not be the one if was shipped from originally. It needs to be mailed to:
WRS Web Solutions Inc.
30 Stonemount Cres
Angus, ON. L0M 1B4
If you wish to buy the modem you are renting from us, you may do so at anytime at the regular retail price that we offer it at, at that point in time, plus any applicable sales taxes. Please contact us by email / Help Desk Ticket to discuss.
For those who already own a modem, if it is on our list of acceptable modems and if it has the correct version of firmware (software on it), then you can use your own modem, but you will need to enter the modem details (make, model, serial, machine ID) from the label on the modem, at the time you place the order (we have fields on the form where you can type in that info).
Modem suitability varies by which cable network we are using to deliver our services to you address. On the Home page click on the place name, of where you live. It will tell you what modems are suitable. If you place an order with us for high speed internet, you must either buy a modem from us at that time, or provide the serial number, model and the machine ID (mac ID) of your own modem at that time. If you buy a modem from us it will usually arrive by Canada Post Xpresspost in about 5 days from when you pay for it (excluding weekends and Stat holidays). There is a shipping fee on all modems of about $19. Sales taxes do apply. It is possible to ship modems to a different address from the service address (for example you are taking possession of a house but the modem will be shipped before the possession date.) In which case please tell us that at the time you place the order.
No we are not. We are a privately owned company. Veteran owned and 100% Canadian owned. Federally incorporated, 1 May 2010, and resident in Ontario.
If you own the modem you can check our list of suitable modems, or you can ask us to check it for you, but please do so before placing an order. Please note that the 'firmware' (version of the software on the modem) must exactly match what is on our list, it is like buying engine parts for your car, close does not always count.
If the modem you wish to use was reported as missing (or stolen) by a cable company or other provider, when we go to enter it into our system we will see that, and the modem will not be authorized for use in the system. In addition the matter may be reported to the appropriate authorities, so that the modem can be recovered, etc. So please exercise caution when buying a modem online, especially if it is a private sale.
Please note that generally speaking, we do not provide technical support for modems we did not sell.
If it is a new Installation, then it will take about a week. If it is a transfer of an existing active cable high speed internet connection, if might only take a few days, depending on which company it is coming from and how cooperative they are.
To prevent fraud, we require that customer orders be paid in full when they are placed. (After all we are not going to ship out an expensive modem to someone in hopes they might pay for it, otherwise we might suddenly find ourselves shipping our rather a lot of modems.) The costs you will pay at that time will be the pro-rates cost of the monthly service (i.e. from that date until the end of the month), plus the cost of the modem (if buying one), the modem shipping fee of about $20 (only $10 if renting the modem), the one time fee of about $45.95 (for Installation or Activation or Transfer, on some networks it may be more), and applicable sales taxes on it all.
Please note that we are billing from date of order not date of Installation or Activation or Transfer.
On the last day of the month, and are due on the next day, beginning the first day or the month, or soon afterwards. We are a pay in advance service, but do provide a few days grace period, before we add late fees.
If you have taken advantage of the option (and it is fully optional) to setup a PayPal re-occuring payment, which will usually befor the usually be for the first day of each calendar month. You will receive e-mail notifications when the payment is made. These re-occuring payments will the continue until either you cancel them or we cancel them (or you ask us to cancel them for you), or until your credit card expires or no longer work when charged.
The option to setup an re-occuring payment is offered when you first signup with us, and then it is usually offered whenever you get an Invoice, until the due date of the Invoice has passed. Invoices are usually generated and sent by email on about the last day of each calendar month, and are usually due on the first calendar day of the month. (In the case of Invoices related to DSL dry loops, there may be some exceptions to those dates.)
If you wish to pay in a different way, other than by MasterCard, or Visa, or PayPal account, you may make a payment directly into the CIBC bank account of WRS Web Solutions Inc. at any branch of CIBC, in person. If you do this, please advise us by email as we will have to find the transaction then manually enter that information in our billing system to record the payment against the invoice.
You also have the option to mail us a cheque payable to 'WRS Web Solutions Inc.' to the address on the Invoice by Canada Post. When you do so, please email us so we know that the cheque is on the way. When the cheque arrives we will have to manually record the payment in our billing system.
These are the only to alternate payment methods available at this time.
This is seldom a problem, but here is the info so there are no potential misunderstandings.
When a customer signs up for one of our Internet plans, we are expecting that they will pay their Invoices when due, (which after the first Invoice paid at the time the order is placed) - is usually then on the 1st day of each calendar month. (There may be exceptions for DSL dry loop invoices, etc, as they may have different due dates.)
We reply on people to meet the obligation to pay their Invoices on the due date, as an expectation when obtaining our services. We think it is a reasonable thing to ask. Most customers agree. (If you are a day or so late in making payment, we understand. Life happens.)
We do offer an automatic payment option, which most customers find very convenient. It means that you can make your initial payment when you place the order, then at the same time choose an option to have your future monthly Invoice amounts charged to your MasterCard or Visa each month, or automatically paid from your PayPal account each month. [We use PayPal as our merchant services credit card processor. You do not need to have (or need to open) a PayPal account to pay using MasterCard or Visa.]
To help remind customers of that need to make a payment, we send out a system generated Invoice by email on about the last day of each calendar month, asking for payment the first day of the upcoming month, which is usually the next day.
If an Invoice is not paid within few days of the due date, we might send one or more reminder emails. They are just that, reminders.
At the first day of the next month, the system will send an overdue reminder email, which is in addition to the other Invoices. During this time period we will likely have made some efforts to contact the customer. Email is always our preferred means of communication, but if that does not produce results we may have to move on to texts, phone calls, and letters.
It takes time and effort to ‘chase’ someone for payment. We very much dislike having to do it when the situation comes up.
If a customer finds themselves in a bit of a situation and unable to pay the Invoice when due, please contact us by email, and let us know when you plan to make payment. If a customer does not let us know there is a problem or a delay, and does not respond to any of our attempts to contact them, we have to assume that they are avoiding us, and we have to assume that they do not have any plans to pay their Invoice(s).
Please ensure that you have added the email address that our Invoices are sent from to the ‘white list’ or ‘safe senders list’ or ‘contacts list’ in your email system or email account, so that it does not accidentally filter out our emails or mark them as ‘spam’ or put them into your junk or ‘spam’ or some other folder where you might not see them.
If you (or any) customer is having a technical problem with PayPal or our website, in making payment please email us right away and we will try to work through it over the next day or two. Ignoring the potential problem and not paying the Invoice, or not emailing us about it, is not going to help the situation any.
If a customer gets an email from PayPal advising them that there has been a problem with their automatic payment, guess what, we got an email form PayPal as well telling us that the automtic payment has been suspended or cancelled, so we know that the customer was sent one. Likely that email means that your credit card expired, is over its limit, or some similar problem. PayPal does not tell us the details and we do not need to know the details. (We just want to get paid, and preferable on the due date.) Please just ensure that you pay that Invoice, then if you wish to, you can start a new automatic payment come the next billing period.
At some point in time, we may simply decide that the customer is avoiding us, and we might cancel the customer’s service. Waiting until we disconnect your service to reply to us, or contact us, and then acting surprised or upset, is not the best option.
Once we have disconnected the service, we will have to order a reconnection, after payment for past Invoices is received, and we will require another Installation fee, and there will be a delay in getting things working again.
So, if you have a plan to make payment, but you do not share that plan with us, we have to guess. We don’t like it when customers make us guess. Guessing is not always good. Our crystal ball is not so good. We might guess that the customer doesn’t plan to pay, and disconnect the service. Please do not make us guess. Please pay Invoices on their due dates, and if there is a problem in not being able to pay the Invoice or in the payment method, or some sort of technical problem, etc, please contact us right away by email (don’t wait), maybe we can figure out something. We like to think that we are very reasonable, but at the same time please note that 'we have been around the block' so please be completely honest with us.
You are certainly welcome to contact our Sales or General Help Desks in either the English of the French language. We will do our best to reply in the same language that the question was written in. We also offer a Technical Support phone number (English and French), which is only for use by existing Internet customers (in Canada), who need technical support with their Internet connection or modem (but not for questions regarding other topics or other services, and not for sales or address serviceability questions). Please see our Support page for those links and the phone numbers.
Oui. Notre Base de Connaissances peut avoir les réponses que vous recherchez. Vous êtes certainement le bienvenu à nous contacter en français pour poser des questions ou de demander de l'assistance général. Nous ferons de notre mieux pour répondre dans la langue française. Nous proposons également un numéro de téléphone de support technique (anglais et français), qui n'est utilisé que par des clients Internet existants (au Canada), qui ont besoin d'un support technique avec leur connexion Internet ou modem (mais pas d'autres sujets). Consultez notre page de Soutien pour ces liens et numéros de téléphone et pour savoir comment contacter le Help Desk.
For answers to other questions and general information, please also see our Knowledgebase, before contacting the Help Desk. The answers you seek may be in the Knowledgebase.