{"id":357,"date":"2021-08-06T17:03:57","date_gmt":"2021-08-06T21:03:57","guid":{"rendered":"https:\/\/www.altimatel.com\/content\/?page_id=357"},"modified":"2021-08-06T17:45:16","modified_gmt":"2021-08-06T21:45:16","slug":"internet-support","status":"publish","type":"page","link":"https:\/\/www.altimatel.com\/content\/?page_id=357","title":{"rendered":"Internet support"},"content":{"rendered":"\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"enter_addressbox\">\n                <div class=\"input-group\">\n                    <img src=\"\/web\/img\/support\/search_icon.png\" alt=\"\">\n                    <input id=\"search_value\" type=\"text\" placeholder=\"What are you looking for?\" value=\"\" lang=\"en\" >\n                    <a class=\"search_btn\" >Search<\/a>\n                <\/div>\n            <\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"has-text-align-left has-text-align-center wp-block-heading\">FAQ<\/h2>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n<!-- faqs area start -->\n                <div class=\"faq_wrapper\">\n                    <div class=\"container position-relative\">\n\n                        \n                        <div class=\"row justify-content-center\">\n                                                        <div class=\"col-xl-8 col-lg-8\">\n                                <div class=\"accordion pt-15\" id=\"accordionExample\">\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse0\" aria-expanded=\"false\" aria-controls=\"faqcollapse0\">What\u2019s the difference between FTTN, DSL and Cable?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse0\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p>\n                    <ul>\n                        <li><strong>FTTN<\/strong>, also known as Fibe, is fiber to the node, which uses optical fiber (fiber-optics) to connect to a neighborhood box which then connects to your home through copper phone lines.<\/li>\n                        <li><strong>DSL<\/strong> is transmitted through external and internal phone lines. Typical speeds reach up to 7MBps download and 1MBps upload.<\/li>\n                        <li><strong>Cable<\/strong> is transmitted to your home through TV cable. While cable speeds are typically greater than DSL, speeds can diminish during high-usage hours as more users connect to the network in your neighborhood.<\/li>\n                    <\/ul>\n            <\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse1\" aria-expanded=\"false\" aria-controls=\"faqcollapse1\">How long will it take to activate my new Internet service?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse1\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p>On average, the waiting period varies between one to two weeks depending on the type of Internet service, installation required, and season.<\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse2\" aria-expanded=\"false\" aria-controls=\"faqcollapse2\">What type of equipment will I need for home Internet service?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse2\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p><ul>\n                                <li><strong>Cable<\/strong> Internet requires a certified cable modem. If you wish to connect more than one device to the Internet, you will also need a router since cable modems only have one LAN port and are not Wi-Fi-capable. As FTTN Internet modem is integrated with the router using Wi-Fi, you only need one device.<\/li>\n                                <li><strong>FTTN and DSL<\/strong> Internet modems are integrated with a built-in router with Wi-Fi capability, so you only need one device.<\/li>\n                            <\/ul><\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse3\" aria-expanded=\"false\" aria-controls=\"faqcollapse3\">Do I need to have a home phone line to get Internet service?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse3\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p><p>No. If you would like to use our <strong>DSL<\/strong> or <strong>FTTN<\/strong> (Fiber) Internet services, we offer a &#8220;dry loop&#8221;, which is a dedicated phone line without active phone service, in order to connect to the Internet. You cannot place or receive phone calls through a &#8220;dry loop&#8221;.<\/p>\n                            <p>If you would like to use our <strong>Cable<\/strong> Internet services, all you need is a TV cable line.<\/p><\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse4\" aria-expanded=\"false\" aria-controls=\"faqcollapse4\">I am moving. How long it will take to transfer my Internet service to my new address?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse4\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p>Transferring your Internet service to your new address typically takes 10-15 business days. To avoid unwanted service interruption, we recommend that you notify us at least 3 weeks prior to moving.<\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse5\" aria-expanded=\"false\" aria-controls=\"faqcollapse5\">Will I get the maximum upload and download speeds offered in my Internet plan?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse5\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p><p>Your Internet speeds are impacted by many variables such as:<\/p>\n                            <ul style=\"padding-left: 40px;margin-bottom: 30px;\">\n                                <li>Wi-Fi connectivity. Wi-Fi is typically slower than a hardwired (ethernet cable) connection. Try our WiFi Self Help App to make sure your network is set up to get the fastest speeds. Get the app <a href=\"https:\/\/www.altimatel.com\/wifiselfhelp?lang=en\">here<\/a>.<\/li>\n                                <li>Distance between your modem\/router and your device.<\/li>\n                                <li>Condition of internal wiring and phone jacks in your home (DSL Internet).<\/li>\n                                <li>Number of devices connected to your network. The more devices connected, the slower your Internet speed.<\/li>\n                                <li>Distance between your home and the Central Office (CO).<\/li>\n                            <\/ul>\n                            <p>A hardwired (ethernet cable) connection of 10 feet or less between your modem\/router and your device provides optimal conditions for attaining maximum Internet speeds.<\/p><\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse6\" aria-expanded=\"false\" aria-controls=\"faqcollapse6\">Why isn&#8217;t my Internet service working even though a technician just completed my Internet installation and left?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse6\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p><p>This is actually normal. It may take between 2 to 3 hours before network synchronization is established. Your new Internet service will be available for use once the Online or DSL light on your modem stops blinking.<\/p>\n                            <p>If more than 4 hours have passed since your Internet installation and you still cannot access the Internet, please <a href=\"\/contact\" target=\"_blank\">contact us<\/a>.<\/p><\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse7\" aria-expanded=\"false\" aria-controls=\"faqcollapse7\">Can I use my own modem with Altima Telecom&#8217;s Internet service?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse7\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p>No, you couldn\u2019t use your own modem to join Altima Telecom\u2019s internet service.<\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse8\" aria-expanded=\"false\" aria-controls=\"faqcollapse8\">Will Altima Telecom send a technician to my house if I&#8217;m experiencing problems with my service?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse8\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p><p>Once all standard troubleshooting steps have been exhausted, we will send a technician to your house if it is determined that the problem is network-related.<\/p>\n                            <p>Charges may apply if the problem is related to the degradation of internal wiring or damaged phone jacks in your home (DSL Internet).<\/p><\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse9\" aria-expanded=\"false\" aria-controls=\"faqcollapse9\">I wasn&#8217;t home for my appointment with the technician. Can I reschedule?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse9\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p>Yes. You must <a href=\"\/contact\" target=\"_blank\">contact us<\/a> to schedule a new appointment as soon as possible.<\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse10\" aria-expanded=\"false\" aria-controls=\"faqcollapse10\">What is your Shipping Policy when I need to receive or return equipment?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse10\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p><p>Altima Telecom ships out its devices through Canada Post. Shipping takes place in accordance to the installation date or to the date device replacement is required. Canada Post requires 48 business hours to deliver the goods. Please note that this exdlues holidays and weekends. Therefore, a tracking number will be provided via email, or text message.<\/p>\n                            <p>You are responsible for providing a shipping address if it is different than the mailing address. Altima Telecom will not be responsible for any delays or lost goods.<\/p><\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                                                            <div class=\"card mt_10\">\n                                            <div class=\"card-header\" id=\"headingOne\">\n                                                <button class=\"text-left\" type=\"button\" data-toggle=\"collapse\" data-target=\"#faqcollapse11\" aria-expanded=\"false\" aria-controls=\"faqcollapse11\">How can I fix issues with my home WiFi network?<\/button>\n                                            <\/div>\n                                            <div id=\"faqcollapse11\" class=\"collapse answer\" aria-labelledby=\"headingOne\" data-parent=\"#accordionExample\">\n                                                <div class=\"card-body\">\n                                                    <p><p>Speed issues, video lag, and devices dropping off the network are common household issues but there isn\u2019t always a single resolution that can fix everything. <\/p>\n                            <p>We provide customers access to a Self Help WiFi diagnosing tool that will scan your network and identify those issues that can affect your network performance. The tool will then provide simple troubleshooting steps so you can fix those issues on your own without having to contact technical support. Click <a href=\"https:\/\/www.altimatel.com\/wifiselfhelp?lang=en\">here<\/a> for more information.<\/p><\/p>\n                                                <\/div>\n                                            <\/div>\n                                        <\/div>\n                                    \n                                <\/div>\n                            <\/div>\n                        <\/div>\n\n                    <\/div>\n                <\/div>\n\n                <!-- faqs area end -->\n\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Latest posts<\/h2>\n\n\n<ul style=\"padding:0px 15px;\"><li><a href=\"https:\/\/www.altimatel.com\/help\/dm1000?lang=en\">DM 1000 Modem Set Up Guide<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/promotions\/ac2100\">Set up your AC2100 mesh router (H196Q)<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=273\">Reset your H268A Home Gateway to factory settings<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=264\">Connect to your home Wi-Fi network with Mac OS X<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=259\">Connect to your home Wi-Fi network with Windows 10<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=251\">Connect to your home Wi-Fi network with Windows 8<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=86&lang=fr\">Connecter un ordinateur Windows 7 \u00e0 votre r\u00e9seau sans fil<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=79\">Connect to your home Wi-Fi network with Windows 7<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=81\">I forgot my home Wi-Fi network password<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=71\">Access and customize your wireless home network<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=64\">Set Up Your H268A Home Gateway<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=51\">Test your Internet Speed<\/a><\/li><li><a href=\"https:\/\/www.altimatel.com\/content\/?p=8\">Set up your modem to connect to the Internet<\/a><\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>FAQ Latest posts<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":372,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/single-column.php","meta":{"_links_to":"","_links_to_target":""},"_links":{"self":[{"href":"https:\/\/www.altimatel.com\/content\/index.php?rest_route=\/wp\/v2\/pages\/357"}],"collection":[{"href":"https:\/\/www.altimatel.com\/content\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.altimatel.com\/content\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.altimatel.com\/content\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.altimatel.com\/content\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=357"}],"version-history":[{"count":16,"href":"https:\/\/www.altimatel.com\/content\/index.php?rest_route=\/wp\/v2\/pages\/357\/revisions"}],"predecessor-version":[{"id":386,"href":"https:\/\/www.altimatel.com\/content\/index.php?rest_route=\/wp\/v2\/pages\/357\/revisions\/386"}],"up":[{"embeddable":true,"href":"https:\/\/www.altimatel.com\/content\/index.php?rest_route=\/wp\/v2\/pages\/372"}],"wp:attachment":[{"href":"https:\/\/www.altimatel.com\/content\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=357"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}