Choosing a service provider
Choosing a service provider
There are many Internet providers to choose from. However, service quality and monthly rates vary. When you choose an Internet service provider, compare offers and carefully read the contract before accepting it, either online or by telephone. Ask people who already use the service provider whether they are satisfied with the quality of the service they receive.
To help you shop around, the Office has prepared the following useful information.
Data transfer rate
When you look for an Internet service provider, you need to take various elements into consideration, including the data transfer rate offered (bandwidth).
Navigation and file downloading speed (photos, videos, films, games) vary according to the data transfer rate of the service selected. The higher the speed, the faster Internet navigation and downloading.
Service speed also depends on elements like the quality of the provider's communications network, how powerful your computer is and whether protective software is used (antivirus, spam filter, firewall, etc.).
Most providers offer two types of Internet connection: low-speed (up to 56 KB/s) or high-speed (up to 30 MB/s or more). For high-speed Internet, a distinction is made between connection types: DSL, cable and satellite.
Internet connection options may vary depending on where you live. In some areas, only low-speed Internet is offered and in others, you can only access the Internet by satellite. Check to find out what is available in your area.
Low-speed Internet
Low-speed access is the least expensive Internet connection but also the slowest, especially when you watch videos online or download files (music, photos, videos, etc.).
Using low-speed service, it may take a few minutes to download or send a file. With high-speed service, the same operation may take only seconds.
Low-speed service is good for:
- sending and receiving e-mails;
- paying invoices online;
- basic Internet navigation, i.e. on sites containing a minimum of animated elements.
Providers offer different plans, whose cost varies according to the monthly user time included, i.e. 15 hours, 45 hours, 100 hours or unlimited.
When you choose a low-speed Internet user plan, check the following with the provider:
- whether unused hours can be transferred to the following month;
- the cost of additional time if you exceed the amount of time included in your package.
Since this service uses your home phone line, you cannot make or receive calls when using Internet.
High-speed Internet
High-speed Internet is becoming more popular since it offers a higher speed for navigating on the Internet, downloading videos and music or online games.
To make an enlightened choice, evaluate:
- your needs and those of your home's other Internet users. For example, as permitted by law, do you think that you will regularly download two-hour-long films or dozens of music files every month?
- your budget?the monthly cost varies depending on the speed of the service you choose.
High-speed Internet has three main connection modes: DSL, cable and satellite.
DSL connection
DSL technology uses your conventional home phone line but improves performance by accelerating data transfer and reception speed while allowing you to make and receive calls.
Cable connection
Internet access by cable requires you to subscribe to a cable company. Data transfer speed is generally faster than DSL service.
Satellite connection
Some providers offer satellite connection, which allows users to access the Internet via the cell phone network. This technology can be useful in areas that do not offer high-speed Internet access. The only thing you need is an electrical outlet to plug in the modem or a special device (USB flash drive) that you plug directly into your computer. The monthly cost of these services is generally higher.
Service contract
Accepting the contract
To avoid unpleasant surprises, the Office recommends that you carefully read the contract proposed by the Internet service provider. Before agreeing to it, you should check:
- whether the services offered are available in your area;
- the type of use you wish to make of Internet;
- file downloading speed;
- minimum computer requirements, e.g. software required and computer capability;
- monthly cost of subscribing to the service;
- contract cancellation fees when you choose a contract that can vary from one to three years;
- cost of activation, installation by a technician and equipment rental (e.g. modem);
- additional costs if you exceed the monthly limit for downloading data, e.g. films and music;
- protection offered by the service provider, e.g. antivirus, spyware and antispam software, firewall, and the cost of these services;
- duration of promotions offered in the first months of use. Check the monthly service cost once the promotional period has ended;
- how easy it is to reach technical support services, if need be;
- whether you can keep your e-mail address if you change providers;
- deadline for cancelling services.
Reminder: By taking the time to read the contract, you will see that most service providers can change the cost of services or agreement conditions along the way. Will the provider send you a notice to inform you of changes made to the contract? If you do not agree, can you ask that the contract be cancelled without fees or fines?
Cancelling the contract
It may cost hundreds of dollars to cancel a contact with an Internet service provider. Before agreeing to the contract, make sure that you know the cost involved in cancelling it.
In case of problems
Before filing a complaint with the Office de la protection du consommateur or instituting legal proceedings, make sure you contact your Internet service provider to try to find a satisfactory solution.
If not, contact:
- the Office to file a complaint or
- the Commissioner for Complaints for Telecommunications Services (CCTS), a federal organization that deals only with complaints involving certain Internet service providers. For more information, go to www.ccts-cprst.ca
.