The difference between cable and DSL Internet services is mainly in the way that the service is delivered. DSL runs through lines typically associated with telephone service, where cable runs through lines typically associated with cable television service. If your current Internet provider is Shaw, you have a cable internet connection. If your current Internet provider is Telus, there is a good chance you have a DSL connection.

A cable connection runs through coaxial cabling. You are not required to have active cable television service in your home to receive cable Internet service. Cable Internet is a shared service, which means that the line running into your home is a branch of a larger trunk, which also feeds into your neighbour’s homes. If the trunk is not wide enough to feed all of the users in your area, you may notice some congestion which leads to slower speeds when everyone is using the service at one time.

A DSL connection requires an active phone line. If you do not have an active traditional home phone service at home, we will set up what is called a “dry loop”, which acts as an active “ghost” phone line. DSL connection is a dedicated line, meaning it is yours and only yours. Your bandwidth will not be affected by other users in the area, but it is very dependent on the quality of infrastructure and your distance from the nearest Central Office where the service connects to the outside world. The quality of infrastructure and your distance from a Central Office will determine what speeds your home is eligible for.

Internet speed is measured by how much data the connection can download (download speeds) or upload (upload speeds) per second. For most households, having fast download speeds are what’s important. That’s what we use for common activities such as streaming TV, downloading music, and browsing social media.

Finding the right speed for your household depends on your Internet usage habits. Speeds of 25 Mbps or above will support most online activity, such as HD streaming, online gaming, web browsing, and downloading music. Internet speeds of 100 Mbps and over are often chosen by those who want their Internet connection to support multiple devices and users at once.

To learn more about Internet speeds, visit our understanding Internet speeds page.

Q Wave utilizes the infrastructure put in place across Canada by the “big guys”. If you are currently a Shaw/Telus customer or are located in Alberta or British Columbia, we can most likely service your area. Some exceptions exist in rural or remote areas. Not sure if you would qualify for service with us? Contact us to find out.

Absolutely! If you are located in Alberta or British Columbia we can most likely service your area. We do encourage you to check your service agreement with your current Internet provider before switching to ensure you won't be charged any exit fees or penalties when you switch.

No. At Q Wave we give you the freedom to choose a great rate, without having to lock in to a long-term contract. You can switch plans or cancel with us at any time.

To access Internet service in your home, you will need a modem. To connect multiple devices, or to achieve WiFi service, you will need a router. Some modems are a combination device, which include a built-in router.

All Q Wave customers are required to purchase or rent a Q Wave modem. We provide the option to rent/purchase either a standalone modem (if you do not need a router or would like to supply your own) or a modem-router combination device.

No. All Q Wave customers are required to purchase or rent a Q Wave modem. We provide the option to rent/purchase either a standalone modem (if you do not need a router or would like to supply your own) or a modem-router combination device.

Q Wave utilizes the infrastructure put in place across Canada by the "big guys", which means the reliability of your Internet connection will not change. The only difference between the Internet plans offered by us and the large corporate monopolies in the market is price and other plan features.

Yes. It is our understanding that if you cancel your Internet services with Shaw or Telus and do not have any other services with them (such as TV or home phone), you will no longer have access to your Telus or Shaw supplied email address. If you currently have a Shaw or Telus email address and would like to switch providers, we encourage you to contact your current provider to check if switching will interfere with your email service.

No. At Q Wave we give our customers the freedom to choose a great rate without having to lock in to a long-term contract. You can switch plans or cancel with us at any time. We do charge a $100 fee should you cancel within the first 30 days of signing up with us.

Yes. All Cable Internet customers will be charged a one-time activation fee of $50 and DSL Internet customers will be charged a one-time activation fee of $70.

Cable: Yes. Cable Internet customers will be charged a one-time activation fee of $50. Additionally, all of our Internet plans require that you rent or purchase a Q Wave modem. Cable modem prices are listed below. You will also be charged $15 to have the modem shipped to your home.

DSL: Yes. DSL Internet customers will be charged a one-time activation fee of $70.56. If you do not have a telephone landline with TELUS, what is called a “Dry Loop” would need to be installed ($37.23) and wiring by a technician would be required in and around your home ($100). If you do have a telephone landline with TELUS, the dry loop and wiring fees may not apply. Our Customer Care team will assess your current set up and advise what fees will be required. A monthly ILEC Surcharge (Rate Band) is charged to all DSL customers. The total cost of the monthly ILEC Surcharge is location dependent. Click here for more information. Additionally, all of our Internet plans require that you rent or purchase a Q Wave modem.

Yes, we provide paper bills at a monthly cost of $3.25.

If you qualify as one of the following customer types, please contact our Customer Care team to request free paper bills.

1. Customers who self-identify as persons with disabilities
2. Customers without home Internet access or mobile data services
3. Seniors aged 65 or older

All of the Internet plans offered by Q Wave include unlimited usage, giving you the freedom to stream, game, and download to your hearts content.

This varies from home to home as you have to take the size of your home and the placement of your router into consideration. If you have a small home or apartment, a budget router may suffice, as the area it needs to cover is smaller. If you have a larger home with multiple levels, you may need a more powerful router, or a WiFi booster to ensure WiFi coverage for your entire home.

When setting up your system, avoid placing your router close to metal objects and appliances that emit electromagnetic waves and try to place it roughly in the center of your home.

Step 1: Don't panic.

Step 2: If you have cable Internet, check to see if Shaw is currently experiencing an outage by clicking here. If you have DSL Internet, check to see if Telus is currently experiencing an outage by clicking here. If there is a current outage in your area, unfortunately all we can do it wait for the outage to be resolved by either Shaw or Telus.

Step 3: Try unplugging your Internet modem from its power source for 30 seconds and then plugging it in again. Allow your modem to reboot, this could take as long as 10 minutes.

Step 4: If there isn't a current outage in your area and restarting your Internet modem didn't fix the issue, contact us and one of our friendly, local customer care team members would be happy to help.

Yes. You must purchase a Solis Lite Hotspot in order to access our data plans. If you already own a Solis Lite Hotspot, you can utilize your existing hardware when signing up for our data plans.

No. Currently there is no option to rent the device.

No. You will not be charged any fees outside of your regular monthly payments and the one-time payment for your Solis Lite Hotspot. There are no activation fees or administration fees associated with these plans.

No. You are never locked in. You have the freedom to switch plans or cancel with us at any time.

Please note: 10 days notice is required for rate changes. Rate changes will be effective on the first day of the next month. As per our Terms and Conditions, you must cancel a minimum of 5 days before the first day of your next Billing Cycle to avoid being charged for an additional Billing Cycle. Your data plan will continue to be available for use until the last day of your billing cycle and will terminate the day after.

There are no special steps for you to follow. When you signed up for service, a member of our local Customer Care Team would have been in contact with you to schedule an activation date. Once you have received your Solis Lite Hotspot in the mail, fully charge it. Your plan will automatically be activated by our team by 11 am on your scheduled activation date.

Example: if you purchased our Global Unlimited 10 plan, you will receive a high-speed connection until that 10GB has been used. Once the 10GB have been used, you can continue to connect, but at slower speeds.

If none of the above troubleshooting steps fix your connection issues, please contact our Customer Care Team. They are available by phone or email Monday-Friday from 9 am – 5pm.