faq

F.A.Q – GENERAL

What does Storm Internet do?

Storm Internet provides internet services to both Residential and Commercial Clients over North Eastern Ontario and Western Quebec. In addition to internet, we also provide solutions such as WiFi (both indoor and outdoor), web hosting, surveillance cameras, co-location, and more.

When do I call support?

You should call support when you’re having trouble with your internet connection. Before you do, try unplugging your modem or router for 10 seconds, plug it back in, wait about 1 minute for it to reconnect to your computer, and test out a web page. If that doesn’t work, give us a call and we’ll help you out!

Do I have to sign a contract? What if I want to cancel?

We do not require you to sign any contract that binds you to our service for a length of time. We offer promotional pricing from time to time that requires a contract to take advantage of, however the no-contract packages are always available. All we ask is that you abide by our Terms of Use.

How does technical support work?

Technical support is available by telephone and email. Monday – Friday from 8am-9pm and weekends from 9am-5pm. We are closed for statutory holidays. Technical support can be reached at support@storm.ca or by telephone at 613-567-6585 (toll-free 1-866-25-STORM)

What if I plan to be away and my DSL connection will be dormant?

If you will be leaving your DSL internet connection dormant for an extended period, you have two options that will allow you to lower your costs during the time that you will be away.

Option 1: Suspend your service, and resume it upon your return. Please note that:

  • Suspension must be for a minimum period of one month.
  • Account changes, both suspending and resuming to full service, require a minimum of five day’s advance notice.
  • The DSL suspension fee is $19.95+HST for each month that service is deferred.
  • To qualify for this option you must be a good-standing customer.

Option 2: Disconnect your service, and re-activate it upon your return. Please note that:

  • Account changes, both disconnecting and re-activating, require a minimum of five day’s advance notice.
  • If you are on a grandfathered package, then when re-activating your account, you will need to select a package that is currently being offered. Once cancelled, a grandfathered package cannot be re-activated.
  • Full activation fees apply to all re-activated accounts.
  • E-mail service can be maintained for $5+HST per month.
  • Due to capacity limitations and demand, it may not be possible to return as a Storm customer.
Wireless versus DSL, what's the difference?

DSL, or “Digital Subscriber Line”, is a technology that began to be introduced in the 1990s. It delivers an internet connection to your house or business through the phone lines. It does not use the voice portion of the phone line, which means you can be on the phone at the same time as the internet. Wireless internet is delivered to you using radio frequencies. Storm has a network of wireless nodes that shoot out signal. Each node has up to 10 kilometers in range and all you need on your building is a radio receiver that has line-of-sight to the node in order to get internet.

Most of the time, DSL is only available in urban areas. It is typically less expensive than wireless and is the popular choice when it is available.

Can I use Netflix with your service?

Netflix will work with all of the connection speeds we offer. Higher speeds will allow you to stream on higher quality settings. See Netflix’s Internet Connection Speed Recommendations for a better idea of what quality video our different speeds will let you stream. Also see the “What the different numbers mean” section for an idea of how different streaming qualities will effect your data throughput.

Can I use VoIP with your service?

Yes, Voip can be used with our internet connection.

F.A.Q – BILLING

How do I get my bills?

All our bills are sent out electronically. If you would like paper bills mailed to you, you may request it at your expense.

How can I pay for my service?

We can set up an automated debit for the first business day of the month from your bank account or credit card (Visa, MasterCard and American Express). Alternatively, services can also be paid for:

1) Through our online portal

2) Calling in a credit card number

3) Teller or telephone banking

4) Mailing a check

5) Cash, Cheque or Interac at our Ottawa office. Our Perth and Chesterville offices accept cash and cheque payments.

F.A.Q – WIRELESS

How does the service work?

Our wireless service is typically installed within 5 business days once a site survey has been completed and the quotation for the install has been accepted. Site surveys can take up to a week before we come visit you. If we think you may have a good chance of getting service, we will try our best to perform a test install, which means an installation at the same time there is a site survey with positive results.

How close to the tower must I be to receive service?

You must be within a 5-10km radius from the tower with a structure high enough to mount the radio equipment on in order to receive Storm’s Wireless Internet. These height requirements vary depending on location.

How long does it take to get installed on wireless internet?

Our wireless service is typically installed within 5 business days once a site survey has been completed and the quotation for the install has been accepted. Site surveys can take up to a week before we come visit you. If we think you may have a good chance of getting service, we will try our best to perform a test install, which means an installation at the same time there is a site survey with positive results.

How do I know if I am within range?

Once you fill out an application, our sales team will look at your address using special tools that allow us to gauge how confident we are that you can get service. In order to be 100% sure we will need to visit your location to perform a site survey for a cost of $49.95+HST, which is deductible from your installation should you decide to install within the next 12 months.

Why do I need a site survey?

Site surveys are our way of determining if you can get a quality signal at your location from one our towers. Since there are so many unknown variables with wireless internet (trees, hills, water, etc.), it is impossible to tell if we can get that quality signal without physically visiting your location.

What if I move to another location? Can I keep my Wireless active?

If you move your service location, we will have to visit the new location to conduct a site survey at a cost of $49.95+HST. If you decide to go forward with the move, our standard installation cost for a move of service is $100+HST minus the $49.95+HST credit from the initial site survey.

Can I connect several computers using a single wireless connection?

Yes you can. To do this, you will need a router. Routers are available for rent from Storm at a price of $5.95+HST/month. If you’d like to purchase from Storm, you may also do that. Speak to our sales representative about that option. You may also purchase your own router from an electronics store. Storm will not provide technical support on routers that are not rented from Storm.

F.A.Q – DSL

How fast is DSL

DSL packages currently span from 6Mbps download and 1Mbps upload, to 50Mbps download and 10Mbps upload. Depending on what you use your connection for and how many users are simultaneously using the internet, different levels of download and upload speed will be required. Standard internet browsing and research can be easily handled by a 6Mbps download speed for multiple users. Larger packages will be required for users streaming video, and even more so if there are multiple users streaming simultaneously.

Can I get DSL?

If the area you are in has DSL infrastructure in place, and your home has both working telephone wiring in it and a connected phone jack, you are ready for DSL service. Fibre based packages are available in major city centres at this time.

What if I cannot get DSL?

DSL has a broad reach in Ontario and Quebec, but is primarily available in cities, towns and villages. If you live in the areas of Lanark County, North Dundas, Ottawa Valley South or the United Counties of Leeds and Grenville, we may be able to provide wireless high-speed service.

Can I use a DSL connection on more than one computer?

Yes you can. To do this, you will need a router. Routers are available for rent from Storm at a price of $12.95+HST/month. If you would like to purchase the router, please speak to a Storm sales representative. You may also purchase your own router from an electronics store. Storm will not provide technical support on routers that are not rented from Storm without ConnectPlus.

Will I need to be home for dry loop activation?

Yes. For most dry loop installations, Bell will dispatch a technician to the location for the set up.

What if I do not have telephone service?

If you do not have an active Bell (or Bell reseller) land line, a Dry Loop service is installed on the line that allows DSL signal to pass. There is a small monthly charge associated with the Dry Loop.

How long does it take for my service to be activated?

5-6 business days from time of application.

How does the application process work? What can I expect?

Once your application is submitted and approved, an order for your DSL will be placed. Within one or two business days you will be contacted to confirm the date that your service is slated to be activated, along with having any hardware needs confirmed for delivery or pick up.

What can affect the speed of my DSL service?

The quality and speed of your DSL service can be affected by unfiltered telephones or alarm systems that use the telephone lines. Distance from where the DSL service originates, condition or quality of the telephone lines used to provide the service can also affect speed.

Do I have to use a modem provided by Storm?

Yes. You can rent the modem for $10.49 per month, with unlimited ConnectPlus, or buy it for $139.95, which includes one year of ConnectPlus.

What are telephone filters? Do I need them?

Some clients will experience a static, hum, or very quiet volumes on their telephones once their DSL service has gone live. Telephone filters are devices placed between the telephone jack and your telephone to ensure that there is no audible effects of having the DSL enabled on your telephone line. Storm suggests one filter per phone in the house. They are available for purchase at a cost of $6.00+HST per filter.

I need to have my hardware delivered, how does that work?

Storm sends its modems via courier. There is a $15 fee for each courier delivery. If you live within Ottawa, we will send the modem by local courier, if you live outside of Ottawa, your modem will be delivered by Federal Express. If you would like to provide an address other than the service address for delivery of your modem, we can certainly accommodate that request.

If you are purchasing only filters, we will send them by Canada Post in a regular postal envelope. There is no additional courier fee for filters shipped by postal mail.

Is there a charge for installation?

There is a $49.95 +HST one-time charge for all packages.

What happens if I have DSL and cancel my telephone service?

If your service is a standard DSL connection, then you must maintain the attached analog telephone service. If you are cancelling your telephone service, we can replace your standard DSL service with a dry loop connection.

IF YOU HAVE DSL SERVICE AND YOUR TELEPHONE IS DISCONNECTED FOR ANY REASON YOUR DSL WILL NO LONGER WORK.

WHAT THE DIFFERENT NUMBERS MEAN

How fast can I download things with your speeds?
File Size 6 Mbps 10 Mbps 15 Mbps 25 Mbps 50 Mbps
Email 10 KB instant instant instant instant instant
E-book 2 MB
MP3 Song 3 MB
Movie 720p 4 GB 105 mins 55 mins 36 mins 22 mins 11 mins
HD Movie 1080p 10 GB 4.4 hours 2.3 hours 91 mins 55 mins 27 mins
Blu-ray Movie 20 GB 8.7 hours 4.6 hours 3 hours 109 mins 55 mins
How much data am I using?
General Usage
Web Pages Browsed 6,700 1 GB
Text Only Emails Read 250,000 1 GB
Downloading
Pictures 220 1 GB
Music Files 240 1 GB
E-Books 350 1 GB
Movies 1 1.5 GB
30 Minute TV Show 6 1 GB
60 Minute TV Show 3 1 GB
Streaming
SD Videos 1 Hour 1 GB
HD Videos 1 Hour 1.5 GB
Youtube Video (3 minutes) 30 hours 1 GB
Radio 130 videos 1 GB
Netflix SD 1.5 Hours 1 GB
Netflix HD 1 Hour 3 GB
Skype/Facetime
On-line Call 30 Hours 1 GB
Video Call 6 Hours 1 GB
Online Gaming
MMO RPG 31 Hours 1 GB
FPS Gaming 15 Hours 1 GB
Xbox/Wii/PS3 20 Hours 1 GB
Facebook Games 150 Hours 1 GB