Frequently Asked Questions

Why Waterloo Wireless?

Waterloo Wireless offers several advantages, especially for rural internet users:

    1. Local Expertise: Being based in Waterloo, ON, Waterloo Wireless understands the specific needs and challenges of the local community.
    2. Reliable Service: We provide consistent and dependable internet service tailored to rural areas, ensuring connectivity where other providers might not reach.
    3. Customer Support: Our professional and friendly customer support team is dedicated to addressing your concerns promptly and effectively.
    4. Competitive Pricing: We offer affordable plans tailored to the needs of our users, providing value for money.
    5. Community Focus: We are committed to supporting and growing with our local community, offering services that enhance everyday living and working conditions in rural areas.


All our internet plans are listed on our main page:

The geographical area is a deciding factor for what speeds can be pushed to a particular location. Please note that the HighSpeed 25 package is only available in select areas.


Waterloo Wireless is one of the major internet service providers for South Western Ontario, providing wireless internet services to rural communities and the countryside. We also offer fibre, cable and LTE connections where available. Please reach out to our support team to enquire further.

What does the setup for the internet look like?

What method of payments do you take?

Several payment options are available:

Where can I find information about the billing and usage on my account?

Through the Waterloo Wireless Customer Portal. The portal offers access all your account details in one convenient location.

  • View Services and Usage: Easily check your services and usage statistics.
  • Effortless Bill Payment: Pay your bills with simplicity and ease.
  • Streamlined Support: Submit, track, and manage support tickets seamlessly.

This all-in-one portal is designed to make your life easier and provide a smoother experience when interacting with Waterloo Wireless.


Can I Make A Payment Online?

Yes! With the Waterloo Wireless Customer Portal, you can easily view your invoices, check your account balances, and make payments using any major credit card. Click “Pay By” on the dashboard and input your card details. To save time in the future, you can store a card in the secure Moneris gateway for even simpler payments!

How do I open a support ticket?

The Waterloo Wireless customer portal makes opening and managing support tickets easy! Simply log in, navigate to the “Ticket” page and select “Create Ticket”.


Please perform the following steps if your internet stops working:

  • Make sure all the cables are plugged in. This includes the PoE device and the antenna cables.
  • Reboot the internal wireless router. Please do not reboot the antenna as the antenna has logs that help in troubleshooting.
  • Check to see if the internet is working on other devices. If yes, it could to that one device.
  • Bypass the router and run a speed test to determine if the internal wireless router is causing the issue. (Bypassing the router is explained below.
  • If none of the preceding steps resolve the issue, please contact us and we will check the connection for you.

How do I bypass the router?

To bypass the router, you will need a laptop/desktop computer with an ethernet port that can be set up next to the router. Please note that most Apple laptops and newer Windows devices do not have an ethernet port; an adapter may be required.

Please do the following:

  • Unplug the ethernet end of the PoE device from the back of the router.
  • Connect the PoE cable to the desktop/laptop directly.
  • Check for internet access.
  • If bypassing the router enables the device to connect to the internet, it suggests that the router is likely the source of the issue.

What does the PoE device look like?

We use two types of PoE devices: Y-splitter and PoE black device

What router do I require to use your services?

Any standard residential wireless router is compatible with Waterloo Wireless services. These can be purchased from Staples, Amazon, Best Buy, etc. Some commonly used manufacturers are TP-Link, D-Link, and NETGEAR. For the best performance, we recommend using a device no more than three (3) years old with a minimum range covering your living space.

Can I use Netflix and other streaming services?

Yes, you can use the internet connection for streaming Netflix. According to Netflix, here is the internet speed you’ll need for downloads:

  • 0.5 Megabits per second – Required broadband connection speed
  • 3.0 Megabits per second – Recommended for SD quality
  • 5.0 Megabits per second – Recommended for HD quality
  • 25.0 Megabits per second – Recommended for Ultra HD quality

What is the maximum data I can download in a month?

With Waterloo Wireless, you never worry about overage fees or your connection being slowed down halfway through the month.  All our packages included unlimited data caps – so you can use your connection in a way that suits your lifestyle, not your pocketbook.

Can I connect to more than one computer at a time?

Yes, you may connect multiple devices to the internet. However, if all the devices are online and in use simultaneously, this may cause a slowdown. Please see “What is Maxing your Package?”

How long is the contract for my service?

Waterloo Wireless does not require a contract for standard residential or seasonal services. Promotional discounts may be offered on 1- or 2-year term agreements, and this will be clearly stated when signing up for the service.

What are the possible reasons for internet slow downs?

  1. You need to restart your modem and router: Equipment restarts are hands down the most effective internet troubleshooting solution. This should always be your first step
  2. Your home network is congested: Congestion happens when you overload your internet connection with more traffic than it can handle. We call this “Maxing Your Package”. You can either lower your internet usage or upgrade to a faster plan to fix it.
  3. You need a stronger Wi-Fi signal: You experience a weak Wi-Fi signal when you’re too far from your router, the signal is forced to pass through obstructive materials, or other Wi-Fi networks and electronic devices introduce interference. You can fix it by extending your Wi-Fi range, choosing a better spot for your router, or adjusting your router’s settings.
  4. Your network cables are damaged or loose: Damaged or even loose Ethernet can cause major slowdowns and interruptions. Your cables may not be connected or may be damaged from excess stress, kinks, or even chewing from pets.
  5. You need to update your devices: It’s not always your internet connection that causes the slowdowns; it could be one or more of your devices. If your slowdowns are limited to certain devices, you should start your troubleshooting efforts with those devices rather than your internet connection; sometimes, they just need a simple restart or an update.
  6. You have high latency: High latency makes the internet feel sluggish, which is particularly frustrating with time-sensitive activities like gaming and video calls.
  7. The network is congested: On occasion, the Waterloo Wireless network may become congested due to high traffic levels or network disruption. Although this doesn’t happen often, there are times when we must redirect traffic from its usual path to prevent a loss of service. This redirection may cause slowdowns as the traffic takes a less efficient path through the network while we resolve the issue.

What is “Maxing your Package?”

Maxing the package occurs when the amount of data trying to pass through the connection is more than is currently available. In this situation, slow speeds result from trying to do too much at once on your internet connection.

Think of the connection as a highway directly to your house. One car’s worth of people (or internet data) can reach your house at a time. If three cars try to get there, they must line up to get to your house. And if more cars arrive as the others are waiting to reach your house, you get a traffic jam. Upgrading to a higher-speed package is like adding an additional lane for the traffic to flow through, increasing the amount that can arrive at one time.

Many routers on the market today come with an app that allows you to manage the traffic on a home connection. Using this tool can help resolve “maxing” by prioritizing types of data or devices to balance the load more evenly. Reducing file sizes and streaming quality are other ways customers can reduce congestion on the home network.

What external factors can have an effect on my wireless internet service?

Many different external factors can affect your wireless internet connection; for example:

  • Physical Obstructions: hills, trees (can be seasonal), walls, fences
  • Weather Conditions: extreme heat or cold, high winds, rain/fog-fade, thunderstorms
  • Interference: home routers, wireless broadcasting equipment

Where can I run a reliable speed test?

Please visit the following link

The most reliable way to perform a speed test is to connect a single PC to the PoE device that powers your antenna. This eliminates your internal network setup or other users/devices in your home from limiting your speed. If bypassing the router is not possible, ensure only one device is connected to the Wi-Fi at the time of testing.

Is it possible to obtain a static IP address?

Yes, residential and seasonal customers can get a static IP for an additional $5 per month. Business packages include one static IP as part of the monthly fee.

How do I cancel my service?

We’re sorry to see you go! If there is anything further we can do to assist you, please let our support staff know. For more details on the cancellation process you can go to our cancellation process page at