Welcome to Truespeed
What to expect in your first weeks with Truespeed: setup, your bill, support and who to contact.
Cet article est offert en anglais seulement pour le moment.
Welcome to Truespeed, and thank you for choosing a local provider. Here is what to expect in your first weeks with us and who to contact. Prefer paper? The one-page PDF is under Downloads below.
Your first days
- Connect your equipment. Once the installer leaves, plug in your modem and wait 5 minutes, then plug in your router and any phone adapter. You'll be online within 5 more minutes.
- Cancel your old internet. Cancel your old provider the moment you confirm your new Truespeed internet is fully working.
- Keep your phone number. If we are moving your number to Truespeed, do NOT cancel your old phone line. We do it for you; it usually takes 5 to 10 business days.
- Get your online account. On the help centre, choose "First time? Get a password link" to follow your support requests online.
Your installation
For cable and DSL service, CRTC rules have the network owner's technician activate your line. They are not required to connect your equipment, so do step 1 above once they leave.
If a new line is needed: we usually use the wiring already in your home. If a new line to the pole is installed, it may be left on the ground until a burial crew comes. We handle the permits. Burial season runs April to November, the usual wait is 8 to 12 weeks, and crews work first come, first served, so we can't rush it.
Your bill
- You are billed monthly, in advance, from your installation date.
- Your bill arrives by email each month. Paper bills by mail are $3 a month; ask billing.
- Accounts unpaid for 30 days or more may be suspended, and reconnecting a suspended account costs $25. A returned payment costs $55.
Ways to pay
- Pre-authorized debit from your bank account, or Visa or Mastercard.
- Renting your equipment from us? Rentals are paid by pre-authorized debit or pre-authorized credit card only.
- Interac e-Transfer to billing@truespeed.ca. A billing rep gives you the password to use; we never print it.
- Online banking: pay Truespeed as a bill payee at BMO, CIBC, Kawartha Credit Union, Manulife Bank, PC Financial, RBC, Scotiabank, Tangerine or TD, using your Truespeed account number.
No caps, no surprises
Truespeed never caps or slows your data, most plans have no contract, and you can change your plan at any time by calling or emailing sales.
Refer a friend: you both get $25
When a friend, neighbour or family member joins Truespeed, have them mention your name or account number. You each get a $25 credit on their 3-month anniversary. Details on our Refer a Friend page.
When something isn't working
- Restart your modem: unplug its power from the wall for 30 seconds, then plug it back in. Leave the network cables connected.
- Check current outages.
- Call support at (613) 865-7733, option 4. If you leave a message, give the account holder's name, the best number to reach you and what is wrong. We call back during support hours.
Who to contact
| For | Reach us |
|---|---|
| Technical support | (613) 865-7733, option 4, or support@truespeed.ca |
| Sales and new services | (613) 865-7733, option 1, or websales@truespeed.ca |
| Billing | billing@truespeed.ca |
| Toll-free | (844) 716-7733 |
| Our office | 803 Chelsea Street, Suite 1, Brockville, ON K6V 5T4 |
Support hours are Monday to Friday 8:30 am to 5:00 pm and Saturday 10:00 am to 2:00 pm. After hours, submit a ticket by emailing support@truespeed.ca.
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