Frequently Asked Questions

 

1. What is FTTN High Speed Service?

  • It is the next generation of DSL delivered to your area on a network refered to as Fibre-To-The-Node (FTTN). Fibre Optic cables deliver the service to your neighbourhood area and it is only the last one to two kilometers at most that are using copper wires.

2. What are the benefits of the service to me?

  • Available download speeds are faster than legacy DSL and are more consistent due to the much shorter runs involving the copper telephone wires. It is the length of the copper wires that typically limit the speed on legacy DSL.
  • Your computer or network is always connected.
  • Does not interfere with being able to make phone calls if FTTN shares a voice phone line.

3. What do I need to install the FTTN High Speed Service?

  • You must have a compatible modem that can handle the FTTN speeds. An ADSL2+ modem is good on services with upload speeds to a maximum of 1Mbps, a VDSL2 is required for services levels with faster upload speeds.
  • Many clients purchase a wireless router in order to share the connection among multiple computers and wireless devices, this is entirely up to the client, while we would recommended it, it is not required.
  • You must be in an area serviced by Bell Canada FTTN, at this time it is still quite geographically limited, but new areas are being added on a regular basis. Always check on availability before placing an order.

4. What does the service include?

  • Unlimited High speed dedicated access
  • Optional e-mail address with client controlled anti-virus and anti-spam filtering ending in @kw.igs.net

5. What are the costs of the service?

  • See the residential or business pages for pricing.
  • The first full and last month's payments are due in advance as well as a pro-rated charge in the activation month to bring billing to a calendar month boundary, failure to pay an invoice by the due date may result in account suspension with NO refund.
  • A written notice of termination is required from the client from either the billing e-mail address, by fax, or by letter mail, verbal cancellations will NOT be accepted, there are no long term contract cancellation fees.
  • A new installation charge will apply if you move or re-activate a suspended service.
  • There will be absolutely no refunds on service fees already paid for any reason starting two weeks after installation.

6. Will there be any charges directly from Bell Canada.

  • No, all charges are done via IGS KW.

7. How long does it take to have the service activated?

  • An average time is 7 to 9 days from when IGS KW receives a properly completed and signed application. There can be extra delays if more than an average of work is required to bring the FTTN service to your location.

8. I have pre-paid my dial-up for a year. What happens to the money that I have already paid?

  • At the date of activation of the service, your existing account balance for unused service on your dial-up account will be calculated and applied to the balance due for the High Speed service. The same is true if upgrading from an existing IGS KW DSL service.

9. Do I have to change my dial-up login or e-mail accounts?

  • Your e-mail address that you have today with IGS KW remains the same with the new service.

10. I run a small business. Is this service available to me?

  • Yes, we make no distinction between business and residential use on the FTTN High Speed internet service. The residential service is only available to addresses that qualify for residential Bell Canada voice telephone service, you do not necessarily have to have it, but your address must qualify for it. If your address does not qualify for residential Bell Canada voice telephone service, than you would need to purchase business FTTN service, providing FTTN is available in your area.

11. Can I network more than one computer on one account?

  • Yes, more than one computer can be configured to access the internet. Additional hardware will be required to do this. This additional hardware is not provided with the installation of the service and is the responsibility of the owner to obtain, configure, and support their equipment for the service. Bandwidth is shared among all devices connected to the service. Using a wireless router within your location is actually more common than not these days.

12. Can I have a static IP address?

  • Yes, there is an additional monthly cost. An alternative would be some form of dynamic DNS.

13. Does the installation fee apply if I currently have FTTN service with someone else?

  • As FTTN is very new in this area, please contact us for the most up to date answer.

14. How much notice is needed to switch from another FTTN internet provider?

  • We need at least 10 days advance notice prior to your service ending with another ISP using the Bell FTTN network. IGS KW can NOT get you out of any contract or cancellation fees with your current provider, the client is 100% responsible for any such cancellation costs. Failure to provide the required notice, will likely result in service interruption.

15. Do I have to purchase a FTTN modem from IGS KW?

  • Yes and No. You may purchase you own modem, however, you must ensure it is compatible and suitable for use on the FTTN network. Any ADSL2+ DSL modem should be fine on services with maximum upload speeds of 1Mbps. A Bell Canada approved VDSL2 modem for resellers is required for services with upload speeds greater than 1Mbps. Just any VDSL2 modem will NOT work. We strongly suggest you purchase one from IGS, but if you insist on getting your own, check with us first for the approved list, and understand you take full responsibility for any and all costs if the one your obtain yourself is not compatible from either a hardware or software version point of view.

16. How do I order the high speed FTTN service?

  • Fill in an application form and return it to our office by fax, e-mail, Canada Post, or in person between 1pm to 6pm Mon-Fri.

17. How does the installation procedure work ?

  • There are one or two technician visits required in the same day. It is required that someone over the age of 18 be present on the installation day to allow the Bell or Bell contractor access to your location.

18. How long after the installation technicians leave before the service if activated.

  • Service should be activate as soon as the technicians complete their work.

 

Information Gateway Services
20 Hanson Ave., Unit 3, Kitchener, Ontario, N2C 2E2
519-884-7200 or 519-824-2026 (Guelph)