Billing FAQ

What internet package is right for me?

  • All of our packages are designed to allow for:
    • Web surfing
    • Checking emails
    • Sending and receiving pictures
    • VOIP, Skype, etc.
    • Peer to Peer and other video type web based activities
  • The main difference between packages is the speed at which you can do each of these.
  • VOIP service would see better service with Extreme or above.
  • We strongly encourage Gamers, and heavier users of Peer to Peer to use our Extreme or Ultimate packages to maximize their performance and satisfaction.

What internet packages do you offer? What do I get for my money?

Please see our Residential Plans and our Business Plans sections

What is involved in the sign up process?

  1. Give us a call at 403-537-2560
  2. You will be asked for all your contact and billing information
  3. Choose the service level you would like
  4. You can then book your install date and time
  5. We bring equipment out to install and then you’re done!

What is your 60 day money back guarantee?

From the day you are installed – you have 60 days to decide if you would like to keep our service.  If you decide not to keep our service, Velocity Networks will refund your monthly service costs, up to that date.

Do I need to sign a contract to get services?

We do not require a contract with our clients, we pride ourselves in the fact that we should be offering you a service that you want to have not one that you are force to keep. If for any reason someone would like to have a contact term with us we would be more than willing to accommodate you.

What are the costs to get internet from Velocity Networks?

  • Monthly costs:
    • Are based on what service package you choose, Pro-rated to the end of the current month, plus any additional services not included in the “package” you choose.
  • One time costs:
    • No Charge for the Radio equipment and no charge for basic install.
  • Basic Installation:
    • Time up to 3 hours
    • Basic cable running to one computer or router (basic router configuration is included)
    • Basic mount
    • cable ends, screws, sealant for holes, cable anchors (snap ties, clips or staples) and wall plate
  • Example of items not covered in basic install:
    • Running cable through crawl spaces or attics
    • Drilling through concrete
    • Fishing cable through walls
    • Specialty roofs requiring climbing gear(This does not include climbing gear used for inclement weather this is free)
    • Any reasonable time beyond 3 hours (not including anything mentioned above eg. attic climb or fishing cable these times will be removed from the install time before calculating total billable install time)

Support FAQ

Why choose Velocity Networks?

  1. Residential packages up to 25 Mbps
  2. Knowledgeable tech support ready to help 7 days a week
  3. 60 day money back guarantee
  4. No contracts
  5. Local company
  6. No Data Limits
  7. No install fees

Where is Velocity Networks service area? (newly updated)

Please see our Coverage Map. We currently service rural Alberta. From Trans Canada Hwy, north past Cremona, East towards Airdre and west Waiparous area.

Please note that trees and hills change the coverage, best option is to get a “no charge” site survey done to know if you can get our service.

There is no charge for a site survey, with one exception, If you get a site survey and it is determined that you could get our service but then choose not to get installed… there is a $ 50 fee for us doing the site survey.

What is Velocity Networks policy on “peer to peer” file sharing?

See Velocity Networks Privacy Policy and Terms and Conditions

Peer to Peer is a part of the internet world, there are many forms of Peer to Peer that are completely legal. We believe that it is not our responsibility or right to restrict what our clients do with their internet service.

Because Peer to Peer can take up massive amounts of bandwidth and could negatively effect the quality of service to other customers we reserve the right during extremely high bandwidth use times to give highest priority of service in this order:

  1. VOIP, Email
  2. Web Surfing
  3. Peer to Peer Sharing

This is designed to make sure all customers get the best possible service.

Please understand that it is not our goal to be restrictive but to give best service possible to all clients, and to make sure that bandwidth is available to our clients when they need it.

How do I log in to my account?

  1. Go to “Account Manager” – right side of main page
  2. Log on to your account using your user name and password ( call us to set this up the first time)
  3. You can pay bills, look at past invoices and payments and much more.

What are Velocity Networks email server settings for my email program?

When setting up emails you will need these settings.

Incoming server settings ( pop/imap)

  • mail.velocitynetworks.ca
  • on ports 143 for imap and 110 for pop

Out going server settings smtp:

  • mail.velocitynetworks.ca
  • port 587
  • password Authentication required

Please note that your username is the entire email address

Any problems making these changes please contact us at 403-537-2560

How do I power cycle my Customer radio?

First identify the cable that comes from the customer radio (equipment outside your house ) it will come to a to little black or white box — that is the power for your “customer radio”. Disconnect the power to the customer radio and the light with go out. Wait about 15 seconds and then plug it back in. Check your computer for internet connection. If you still are having troubles please feel free to phone our tech support line at (403) 537-2560

How do I power cycle my Router?

Find your router (some common types are Linksys or Dlink) and disconnect the power plug on the back side. Wait about 15 seconds and then plug it back in. Check your computer for an internet connection. If you still are having troubles please feel free to phone our tech support line at (403) 537-2560

How do I setup a web "browser" to surf the web?

Please see this link for helpful information on how to setup a variety of web browsers: http://www.userservices.net/template/faq/windows/Browsers/choosebrowser.html

TV User FAQ

What is VoD ?

VoD is Video on Demand – Some content providers offer this service more are adding it to channel each month – For now, Hollywood package offers Movies available at no extra cost to you

TV FAQ

How much bandwidth will this use?

HD TV uses between 2.5 Mbps and 5 Mbps.

Do I need to have a minimum package to get service ?

Yes, You must have a minimum of Extreme Pro – 10 Mbps to get TV service.

What Channels are available ?

Do I need to be a Velocity Networks client to get TV service from Velocity Networks ?

Yes you do need to have Velocity Networks internet to get our TV. Our TV solution is only available to our clients on our network.

Can I take my TV unit when I travel ?

At this time there is no option to use the TV box outside of our network.

What costs are involved ?

Base TV package is $ 17.95, plus any other packages you choose.

Plus monthly rental for the TV box is $ 7.50 / month for the first unit and $ 5.00/ month for the second unit

There is also a one-time setup fee for each box – $50 for your first TV box and $ 25 for each additional box.