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.
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 internt from us over a cable TV line or a DSL phone or FTTN or fibre line you will need a modem. Ususally csutomers 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.
For those who already own a modem, if it is on our list of accpeetable 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 varys 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 exmple 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 the modem you wish to use was reported 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 excercise caution when buying a modem online, especially if it is a private sale.
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, the onetime fee of about $99 (for Installation or Activation or Transfer), 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.
Usually on the first day of each month. You will receive e-mail notifications when the payment is made.
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 servicability questions). Please see our Support page for those links and the phone numbers.
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
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.