If you’re looking for unlimited internet with fast, reliable speeds, Waterloo Wireless has you covered. Whether you’re streaming, gaming, or just browsing, our network is designed to keep you connected without interruptions.

We offer flexible packages based on your usage — with no hidden fees and no long-term contracts. You’ll always know what you’re paying for and can adjust your plan as your needs change.

Please note: special promotions may require a contract and are excluded from standard service terms.

Based in Waterloo, Ontario, Waterloo Wireless provides high-speed, unlimited internet service throughout most of Waterloo Region and the surrounding areas. We specialise in reaching rural communities and countryside locations, in addition to supporting business clients in underserved areas like business parks and other manufacturing hubs.

Service availability depends on your exact location — please contact us to request a free site survey to confirm coverage at your address.

Package availability depends on your location and the type of service you need. We offer flexible internet options for residential, seasonal, and business customers — each designed to deliver reliable connectivity that fits your needs and budget.

Explore our available packages:

• Residential Plans

• Seasonal Plans

• Business Plans

Please note that plans 25 Mbps and above may not be available in all locations. Service availability can be confirmed through a no-charge site survey. Contact Us for further details.

When an internet package lists speeds as “up to,” it means the stated speed is the maximum possible, not guaranteed at all times.

For example, a plan that advertises “up to 25 Mbps” means the connection can reach 25 Mbps under ideal conditions. While Waterloo Wireless aims to provide full package speeds to each customer’s connection, actual performance speeds may be lower depending on several factors, such as:

• Network congestion: More users online at once can reduce available bandwidth.

• Signal strength or distance: In wireless setups, being farther from the tower or router can lower speeds.

• Interference or obstacles: Trees, buildings, or electronic interference can weaken the signal.

• Device and router limits: Outdated equipment may not support the full speed.

• Background traffic: Devices or software performing updates or transfers in the background may reduce available bandwidth.

In short, “up to” sets the upper limit of what’s achievable, while real-world performance may fluctuate within that range.

Streaming quality depends on your device, number of users, and the platform you’re using. Recommendations are per stream:

• Standard Definition (SD): 3–4 Mbps — basic streaming on one device.
• High Definition (HD, 1080p): 5–8 Mbps — ideal for most modern TVs and devices.
• 4K / Ultra HD: 15–25 Mbps — best for large screens and top quality.
• IPTV: Minimum 10 Mbps — stable playback and consistent quality.
• Music Streaming: 1–2 Mbps — works well on most connections.
• Video Calls (Zoom, Teams, etc.): 2–4 Mbps per user — increase for multi-user calls.
• Gaming / Cloud Gaming: 10–25 Mbps — low latency matters most.

Running multiple streams or devices at the same time? Choose a higher-speed plan.

No data caps. No throttling. Waterloo Wireless customers enjoy their full plan speed all month long — unlike some providers that reduce your maximum speed once you reach a certain usage level.

We offer unlimited data and consistent performance across all our residential, seasonal, and business plans. During rare periods of network congestion, temporary congestion management may apply to ensure fair access for all users, but your plan speed is never permanently reduced.

Waterloo Wireless does not require a contract unless you become a customer during a promotional period that requires a long-term commitment (i.e., 1 or 2 years).

A static IP gives you a fixed address that never changes. It’s ideal if you:

• Need to access your home or office network remotely.

• Use security cameras, servers, or VPN connections.

• Host a website or game server.

• Want a more stable and consistent connection.

It’s an excellent option for anyone who needs reliable remote access or runs connected systems that depend on a steady network address. Your connection can be assigned a static IP for the minimal monthly cost of $5.

We offer flexible payment methods to suit your preferences — whether you prefer one-time payments or automatic recurring billing.

Payment Options:

• Credit Card via Customer Portal or Automatic Recurring Payments

  • Visa (Credit or Debit)

  • Mastercard

  • American Express

• Online Banking (all major financial institutions)

• Interac e-Transfer

• Electronic Funds Transfer (EFT)

• Cheque

• Cash (in person at our office)

The Waterloo Wireless Customer Portal is your secure online account for managing your internet service.

Through the portal, you can:

• View and pay invoices

• Set up automatic recurring payments

• Update contact and billing information

• Check account status and service details

• Submit support requests or view open tickets

It’s the easiest way to stay on top of your account — anytime, anywhere.

Customers will need a standard wireless router that supports Ethernet WAN (RJ45) connections. Most modern routers work with Waterloo Wireless services.

For best performance, we recommend:

• Dual-band (2.4 GHz + 5 GHz) Wi-Fi

• 802.11ac or newer (Wi-Fi 5/6)

• Device age < 5 years

PoE (Power over Ethernet) lets one cable deliver both power and internet data to your equipment—keeping your setup simple and efficient.

We use two types of PoE devices:

A grey or white Y-splitter

OR

A black box style POE device

Try these quick steps before calling support:

1. Check your connections. Make sure all cables are secure, including the PoE device and antenna cables.

2. Reboot your router. Unplug the internal wireless router for 30 seconds, then plug it back in.

   Please do not reboot the outdoor antenna — it stores logs that help us troubleshoot.

3. Test another device. If the internet works elsewhere, the issue may be with that one device.

4. Bypass the router. Connect your computer directly to the PoE device and run a speed test (see video below for instructions).

5. Still no connection? Contact our support team — we’ll check the connection from our end.

To test your internet connection without the router:

1. Make sure you have a computer with an Ethernet port (most Apple laptops require an adapter).

2. Unplug the Ethernet cable from the back of your router that comes from the PoE device.

3. Plug that same cable directly into your computer’s Ethernet port.

4. Check for internet access.

   • If it works, the router may be causing the issue.

   • If it doesn’t, please contact our support team.

What causes internet slowdowns?

Internet speeds can vary for a few common reasons:

• Multiple devices using the connection at once (streaming, gaming, downloads).

• Wi-Fi signal strength — distance, walls, or interference can weaken it.

• Old routers or equipment not supporting your plan’s full speed.

• Background updates on computers, TVs, or phones.

• Weather or temporary network congestion on wireless connections.

If slowdowns continue, try rebooting your router or contact our support team to check your connection.

“Maxing out your package” means you’re using all the speed available with your internet plan.

For example, if you have a 25 Mbps plan and your household is streaming, gaming, and downloading simultaneously, you might reach that limit. When this happens, your connection can feel slower or additional devices may be unable to connect because all available bandwidth is in use.

If you often reach your maximum speed, upgrading to a higher package can help ensure smoother performance for everyone on the network.

To Perform The Speed Test:

Open www.speedtest.net in a web browser on a device. Click the “Go” button.

Conducting a speed test under ideal conditions ensures the most accurate reflection of your internet connection’s full potential. To achieve this, follow these guidelines:

1. Use a Wired Connection (Preferred)

• Connect your device directly to the router or modem using an Ethernet cable.

• This eliminates wireless interference and ensures the most stable connection possible.

2. Minimize Network Usage

• Disconnect or pause all other devices (phones, TVs, smart devices, etc.) using the network.

• Close background apps, updates, or cloud backups on the testing device.

3. Test from a Modern Device

• Use a laptop or desktop capable of handling your plan’s full speed.

• Avoid older devices that may have slower network cards.

4. Choose the Right Server

• Most testing sites (like speedtest.net) select the nearest server automatically.

• You can also manually pick a server close to your location for best accuracy.

5. Test Multiple Times

• Run 2–3 tests at different times of day (morning, afternoon, evening).

• This helps identify variations due to network congestion.

6. Avoid Wi-Fi When Possible
If you must test over Wi-Fi:

• Stay close to the router, with minimal walls or obstructions.

• Use the 5 GHz band (if available) for faster, more stable results.

Because wireless internet travels through the air, certain external conditions can affect your connection quality. Common factors include:

• Physical obstructions: Trees (especially when in full leaf), hills, buildings, or fences between your antenna and our tower.

• Weather conditions: Heavy rain, fog, snow, high winds, or extreme temperatures can cause temporary signal changes.

• Interference: Other nearby wireless equipment, such as home routers or radio transmitters, can sometimes affect signal strength.

Our network is designed to minimize these effects, but occasional slowdowns or interruptions can occur during extreme conditions.

Streaming quality depends on both your connection and the service you’re using. Netflix and similar platforms play pre-recorded content from large servers, buffering data ahead of time for smooth playback. IPTV services, however, stream live content in real time — so even brief drops in speed, Wi-Fi strength, or signal stability can cause buffering.

To improve performance, connect directly by Ethernet when possible, reduce other devices using the internet, and test your speed at speedtest.net.

To create a support ticket through your account:

1. Log in to the Customer Portal.

2. Select Tickets from the menu.

3. Click Create Ticket and enter the details of your issue.

4. Click Submit — you’ll receive an email confirmation once your ticket is created.

Our support team will review your request and get back to you as soon as possible.

We’d love the opportunity to make things right before you leave. If you’re experiencing issues or considering cancelling, please create a support ticket or reach out to our team — many problems can be resolved quickly.

If you still wish to cancel, you can find step-by-step details here:

• Residential & Seasonal Customers: www.waterloowireless.com/cancellation-process

• Business Customers: www.waterloowireless.com/business-cancellation-process

We appreciate your time with Waterloo Wireless and hope to serve you again in the future.