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Support for High Speed Internet

Frequently Asked Questions

  • FTTN, 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.
  • DSL is transmitted through external and internal phone lines. Typical speeds reach up to 7mbps download and 1mbps upload.
  • Cable 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.
According to the Canadian CRTC (Canadian Radio-Television Telecommunication Commission), the definition of High Speed Internet in Canada is a minimum of 5Mbps download / 1 Mbps upload or higher.
On average, the waiting period varies between one to two weeks depending on the type of Internet service, installation required, and season.
  • Cable 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 router with Wi-Fi, you only need one device.
  • FTTN and DSL Internet modems are integrated with a built-in router with Wi-Fi capability, so you only need one device.
Altima Telecom’s High Speed Internet services are currently available throughout the provinces of Quebec, Ontario and Alberta as well as the cities of Winnipeg and Vancouver. Use our service availability tool to determine the services available in your postal code.
No. If you would like to use our DSL or FTTN (Fiber) Internet services, we offer a "dry loop" 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 "dry loop".
If you would like to use our Cable Internet services, all you need is a TV cable line.
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.
Your Internet speeds are impacted by many variables such as:
  • Wi-Fi connectivity. Wi-Fi is typically slower than a hardwired (ethernet cable) connection.
  • Distance between your modem/router and your device.
  • Condition of internal wiring and phone jacks within your home (DSL Internet).
  • Amount of devices connected to your network. The more devices that are connected to your network, the slower your speeds will become.
  • Distance between your home and the Central Office (CO).
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.
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.
If more than 4 hours have passed since your Internet installation and you still cannot access the Internet, please contact us.
Yes, you can use your own modem, as long as it is certified. It is important to note that we do not support third-party modems and routers.
If you are not able to connect to the Internet, try turning off your modem and router (if applicable). Disconnect the power to both devices for at least 30 seconds, then reconnect the power and turn on both devices.
Once your modem and router are turned back on, restart your computer. For detailed troubleshooting, see our Troubleshooting section.
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.
Charges may apply if the problem is related to the degradation of internal wiring or damaged phone jacks in your home (DSL Internet).
Yes. You must contact us to schedule a new appointment as soon as possible.
Altima Telecom ships out its devices through Canada Post. The shipping takes place in accordance to the installation date or to the replacement of devices when required. Canada Post requires 48hrs business hours until you receive the goods. Please note holidays and weekends are not counted. Therefore a tracking number will be provided via email, or text message.

You are responsible of providing a shipping address if different than the mailing address. Altima Telecom will not be responsible for any delays or lost goods.

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