Technical Support Section
- Do you provide onsite services?
In most case, we don’t need to go to your place for installation. Technology support from Shaw or Telus will go to your location to hook up the Internet signal and you will only need to connect the modem to the wall. For example, if you are cable customer, all you need to do is connect the modem we provided you to the cable outlet in your home. After connecting the router to the modem, you are all set. For certain exceptions we can provide onsite services when needed, at $30 per hour, availability depending on your service location.
- Do you provide 24 hour Call Centre services?
We do not provide 24 hour Call Centre services. Our office hours are from 9:30AM to 5:30PM Monday to Friday. Normally when Shaw has an area maintenance or network outage, your services will be affected too. The service should be back fairly soon. You can always check Shaw’s outage update here:
When outside of our office hours, you can always report the problem to our web sites and an assigned engineer or customer services representative will get back to you.
- When I have an Internet problem or technical questions, who should I contact?
Because you are our direct customers, any questions regarding your Internet services should be answered by our customer or technical support. They can be reached at: 604-606-0668 or http://en2.alldaytalk.com/contact.asp
- Why sometimes I get different speeds between my devices such as computer and cell phone or tablet?
Depend on computing power of your devices and the condition of the wireless when you measure the speed (i.e. wireless strength and interference) you often will get different speed. To make sure you get the most speeds, we have fine tuned the router we provided to you to help you get the best overall Internet experience. If you have a particular problem, you are welcome to contact our technical support team.
- What Internet package should I subscribe to?
Although we provide top speed packages, we will never up sell the services to you if you don’t require it. Unlike companies like Shaw or Telus who up sell you the most advanced package such as 150M download speed, with our customer service mindset you only need to buy the most efficient package for your home. Depending on the number of users in your house and your usage behavior, we will recommend the most cost effective package for you. We have a lot of happy customers with 4 members in their household who find the 20M cable Internet meets their requirements. Call for free consultation.
- How to test my download and upload speed after I subscribe your services?
Always use the http://speedtest.net to test your overall speed. Speedtest.net is a trustworthy 3rd party provider of bandwidth testing tools. To get the most accurate speed test results, please connect your computer or laptop physically to the router with an Ethernet cable. Remember to temporarily disable your computer’s wireless connection to make sure the device is using the Ethernet cable to connect to Internet. Speed tests with wireless devices such as tablets or cell phones will have interference with other wireless signals and as such cannot get accurate results.
- Could I bring my own hardware equipment such as modem and router?
We provide modem and router to you free of charge to make sure you have the best overall experience. If you need to use your own equipments, please make sure it is compatible with Shaw or Telus network. You can check the supported hardware device on their web site. Please contact us for more details.
- Modem and Router connection figure