Frequently asked questions

1. Look at the modem: the “Online” or “Cable” light must be on and steady. If it is blinking, the modem is not connected to the network.
2. Unplug the modem's power, wait 10 seconds, plug it back in. Wait for the light to become steady again (up to 2 minutes).
3. If you use a router, restart it too, then your devices.
4. Still nothing? Connect a computer directly to the modem with a network cable. If that works, the problem comes from the router or the Wi-Fi. If not, call us.

• Wi-Fi is the most common cause: distance, walls, microwave ovens, cordless phones and neighbours on the same channel. Test with a network cable, directly at the modem, to find out the real speed of the line.
• Sharing: the speed is divided among all the devices. A download, an update or a backup running in the background slows down everything else.
• Your router: an old router can top out well below your plan. A recent Wi-Fi 5 or 6 router often solves the problem.
• Your device: viruses, an antivirus scan in progress, too many programs open.

To measure your speed: speedtest.net, with the computer connected to the modem by cable and the antivirus paused.

The number in the plan is the maximum speed of the line (for example, 35 Mbps download and 11 Mbps upload for the 35 - 11 plan). The speed you measure then depends on your wiring, your router, the Wi-Fi and your devices. With a network cable, directly at the modem, you should get a speed close to the plan's.

Mbps (megabits per second) measures the amount of data transferred every second. Download is the speed for receiving: watching a video, opening a page. Upload is the speed for sending: video calls, sending photos, online backup.

Connect the router's “Internet” or “WAN” port to the modem, then restart the modem (unplug it for 10 seconds). Every time a new device is connected directly to the modem, the modem must be restarted so that it recognizes the device. Then follow your router's guide for the Wi-Fi name and password.

After the technician's visit, allow 2 to 4 hours for the signal to stabilize. Watch the modem's “Cable” light: when it stops blinking, the line is active. If that is still not the case after 4 hours, call us.

Yes, depending on availability. Call us at 514 449-2582 or 450 341-2582 to set a new appointment.

That depends on the diagnosis made with you over the phone. If it's the modem, we check it and replace it at our offices. If it's the wiring or the network, we send a technician.

It is the modern cable network: optical fibre as far as your neighbourhood, then coaxial cable to your home. You get the speed of fibre with no work needed in your home.

Yes. The transfer costs $15 per number and takes at least 6 business days. Keep your old service active until we confirm the transfer.

No. None of our services requires a contract or a term commitment.

Yes, the phone adapter is preconfigured. Connect it to your modem or router and to your phone. If you have any trouble, call us.

• *98: listen to my voicemail messages
• *2: put a call on hold or take a second line
• *3: three-way calling

Billing starts on the activation date of your service. The first bill covers the rest of the month, prorated, then the first full period (month, 6 months or year). After that, you receive a bill on the 1st of the month that follows each period.

Credit card in the customer portal, Interac e-Transfer, bank transfer, and cash at our offices. All the details are on the Payment page.

Our bills are online, in the customer portal, and you are notified by email of each new bill.

We notify you by email. Pay the bill in the customer portal or contact us quickly to avoid a service interruption. Remember to let us know about any change of credit card.

We send you a renewal email before the end of the period. If you have not received it, contact our billing department at 514 449-2582 or 450 341-2582.

Yes, as long as the service is active. To stop it, contact us by email or by phone; see our cancellation policy.

No. The modem is a free rental for as long as you have your service: nothing to buy, no deposit. It remains the property of Club Internet.

The modem, in good condition, to one of our two offices (Montréal or Varennes), within 14 business days. No charge if it comes back in good condition; otherwise, the replacement cost is billed.