Montreal DSL left corner image

 


FAQ

 

 

May I buy a modem from you?
[We offer new modems - Alcatel/Thompson Speed Touch 516 ($99 + taxes), Alcatel/Thompson Speed Touch 546 - 4 ports ($125 + taxes) and Alcatel/Thompson Speed Touch 780 - wireless modem/router/VoIP gateway ($165 + taxes). Recently we start offering TP-Link new modems starting at $60 tax included, please see Our Shop section. We also sell sligthly used modems - Actiontec Ethernet/USB ($50 tax included)
The warranty for the new modems is 1 year and for the used modems 90 days. Actiontec modems include 1 DSL filter as well. Additional used DSL filters are $5 (tax included)]
 
Do you rent modems?
[No, we don't but we have a rent to own option, where you put down $50.00 dollars for the modem and $10.00 dollars a month for 6 months until it is paid off. (Thompson/Alcatel Speed Touch 516). Or, we can offer you slightly used modems at $50, tax included]
 
Do I really have to use filters?
[Yes, you need a filter for each phone/fax in your home. Also, if possible, try to avoid using spliters]
 
How do you ship the modem / filters?
[We are using Canada Post. Delivery takes 2-3 days for ON & QC and 4-5 days for AB & BC. Shipping cost is $10 for ON/QC and $15 for AB/BC.]
 
Is my modem compatible with your service?
[Any modem that supports the "the G.lite and the G.dmt standards" is compatible. Setting for VPI/VCI is 0/35 for ON/QC and 0/33 for AB/BC. If the modem was previously used with another DSL provider in your province, it'll work with us as well (ON&QC). For AB&BC Telus might locked their modems on Telus only.]
 
Do we block any ports?
[ No ]
 
Do you offer static IP address?
[Yes, $4.00 a month. On top of this, we also offer /30 subnet (2 IPs) - additional $5, /29 subnet (6 IPs)- $10 and /28 subnet (14 IPs) - $20]
 
The serviceability tool says my number is not serviceable. Why?
[If your line is new, confidential/non public or with other provider than Bell (Rogers, Allstream, Primus, etc.) it could be still serviceable. Please call or email us with your full address. Is it also possible that you are too far to qualify for DSL service or the DSL service is not offered in your area]
 
My phone is with Rogers/Allstream/Primus. Is it serviceable?
[Please call your phone provider and ask for your circuit number before contacting us. The circuit number looks like: LCLXXU00000000BLCA000]
 
How big is the mailbox?
[The email box is 10MB]

What's the maximum size attachment for an email?
[As much as the mailbox will allow.]

Is there any web space/webpage provided with DSL?
[There is 5MB of web space included with our PRO and unlimited packages only. No CGI Perl or PHP. Just simple ftp and html]

Is there going to be any extra charges on top of the monthly fee ?
[No there is not]
 
I heard for dial up account you assign username and passwords? May I choose one myself?
[Custom usernames may be purchased for a one time 10$ fee]

When does my direct withdrawal come out?
[ Immediately when you signed up ]
 
How can I recognize a payment made to you?
[All services are prepaid and charged , identified as "TSI INTERNET" on the Credit Card and Bank statements]
 
How I can cancel my account?
[We now provide cancellation numbers. The cancellation number is for future reference should there be any confusion as to when the service was cancelled or final billing etc. Please keep this cancellation number on file. All cancellations must be in before the renewal dates otherwise an additional month will be incurred]
 
Do you have new phone/DSL filters and how much do they cost?
[ Yes $6.99 each ]

Is it possible to be activated in weekends?
[No, accounts taken on the weekends will be processed on the Monday. ]

Is your online ordering secure?
[ Yes,128 bit Encrypted Secure Server ]

 
What to do if I have Sympatico high speed now?
[ Please call Sympatico before to subscribe with us. Ask them what's your cancelation date and your cancelation number. Then you can place an order with us. Mention this cancelation number on the comment section.]

How many newsgroups do you have?
[With static IP you are going to have access to the Premier server - Usenet ~ 120.000 newsgroups. Without static IP regular access to ~ 100.000 newsgroups. ]
 
How I can access the newsgroups?
[News2.pppoe.ca
Port: nntp119 (default).
No username or password are requested.]
 
What's the retention time for newsgroups?
[Starting with September 1st, 2006 if you have a static IP (4$/month) you have access to Usenet server.
Retention time for this is 30 days for binary and 60 days for text.
Bandwidth cap is 5GB/month
Max 3 sustain connections / static IP
Throttle limit: 1Mbps/IP
The speed varies depending on the news you are accesing]
 
Can I signup over the phone?
[Yes. 514-MTL-ADSL (514-685-2375) OR 1-877-MTL-ADSL (1-877-685-2375)]

What's your DNS IP address?
[ Primary DNS: 206.248.154.22
Secondary DNS: 69.28.199.126]
 
What is the cancellation policy? (in case I'm not happy with your service)
[You have to pay a minimum of 1 month.]

Can I schedule the activation of the account on a specific future date?
[Yes, make a note in our online form when you signup. The activation always takes 5 max. 10 business days.]

Do I receive a discount if I pay for the entire year in advance?
[No.]

Do I have to pay for the entire year at once?
[No.]

What kind of payment plans do you offer?
[ The preferred option is pre-authorized payment from a bank account or from a credit card (Visa, MasterCard, AMEX). A second option is internet/telephone banking ("big 5" banks) - please specify this on the comments section. A third option is prepaid quarterly cheques.]

Is there any setup fee for new accounts?
[There is no setup fee. And no hidden charges. At all. ]

If I run my own web server, do you allow this?
[Yes we do. ]

Are the payments refundable if I'm not pleased with the service?
[ALL new registrations the first month's charge is non refundable. A refund will only be given to accounts that can not receive service. Delays in activation due to home wiring, Bell Central office or telephone line problems, or anything of the like do NOT qualify as no serviceable events.]
 
There are any other charges I should know about?
[$25 moving during the first month of the activation date and $25 for any speed change after activation (ex: from 5 Meg to Basic ...) and starting with October 10, 2006 $5 moving after the first month, $5 when changing phone number or phone provider and $5 when changing from Pro package to Unlimited package or from Unlimited to Pro. When moving a Dry-DSL there is always a $20 moving/re-activation fee.]
 
What are your business hours?
[ Tech support: Monday to Sunday from 8:00 a.m. to 11:00 p.m, Sales: Monday to Sunday from 9:00 am to 6:00 pm]
 
How long does it take for my phone line to be activated?
[Usually 5 max. 10 business days, but the activation dates are subject to delays should the home wiring, Bell central offices or telephone lines have problems with them. ]

Why I should choose Basic DSL?
[The DSL basic allows us to offer high speed (288k/288k) to locations that were to far from the central office for the regular 5 meg service.]

Is there any way we can "speed up" the activation process?
[ No ]

I need to know how much bandwidth I have used this month?
[There is a "Bandwidth Checker" on our web page. ]

I have a broadband router. Will you help me configure it?
[No...Contact the manufacturer or consult the manual ]

Can I share my connection on a internal network?
[ Yes]

What happened with Lite 20GB Plan?
[Unfortunately, we have decided to remove the Lite package from our offerings. This is effective as of June 20/07]

 
What do you mean by bandwidth?
[Download + upload volume transfered together]
 
How do you count the bandwidth?
[From the 1st to the last day of the month]

 

What is the "bandrate" for the Dry-DSL?

[The bandrate is a monthly  overcharge due to the fact you don't have an active phone line. The majority of our customers qualifies for a bandrate B = $9.10. Few customers close to a CO qualifies for a bandrate A.]