Internet plans

Key points to remember

Speed is definitely a key difference between providers and what they are able to offer in your area. As a general rule though, the faster the speed, the more expensive it is.

Depending on what's available in your area, your options could be:

  • Satellite internet: Average speed
  • Cable internet: Fast
  • Fibre optic: Fastest

Fibre optic makes sense for heavy internet users. Think downloading, online gaming, streaming, video calls. Even many users in your home. Doing many activities at the same time can bring your speed down.

Cable internet, though, is more than enough for basic tasks such as email and web browsing. Even streaming and video calls.

Using a tool like WhistleOut can help you find the best packages or deals in your area.

For the most part, cable internet is available for the vast majority. Fibre likewise, should also be available, though only through some providers. Rural areas may not though, and satellite internet may be the best, or only option.

Switching providers should take about 10-14 working days to complete. If an engineer needs to attend your property, this may increase the time but that is due to availability.

If an engineer is required, it may be to check the existing line or to carry out an installation. Otherwise, setting up your router sent from your new provider should be enough to get back online.

On the day your new kit is setup, you'll likely be offline for a few hours or none at all. Talking to your new provider can give you assurances when you can expect to be online.

Note that you may have to tell your old/current provider. They may be informed by your new provider, but it's a good idea to speak with them to ensure the service and account is closed. Even to understand what your final bill will be.

Note that some providers may charge you for the kit. Others may give it to you for free, with an expectation or requirement that you return it back to them. Check with your provider to understand more about this.

The advertised speed is the average speed received by a percentage of a provider's current customers. This average is based on evening usage when most people are online.

It's worth asking your provider if they commit to a minimum guaranteed speed before signing up. And if your speed falls below this, you can ask your provider to check and fix the service.

If the speed remains an issue, you could exit your contract without paying a fee. Talk to your provider to understand the complaints process.

In 2022, Rogers compensated customers following a nationwide outage across cellular and internet services. Media coverage revealed much about their service agreements and their "limitation of liability clause". This simply put, is the no-guarantee of uninterrupted service.

Many providers have clauses like this. But it's worth understanding the service agreements and what compensation you may be entitled to, if something goes wrong.

Whilst internet-only deals are widely available, phone or TV bundled with internet usually works out cheaper. You may still have to pay for line rental on an internet-only deal, so it's worth checking out the discounted price on offer for a phone line.

As there are many providers with many deals on offer, competition is fierce. Companies want and need to keep hold of customers. If you're near the end of your contract, you could try negotiating your price or a better package (inclusive of TV or phone).

You may find speaking with your provider, you get a deal that isn't advertised to the public, or is a "reward" for your loyalty.

The alternative would be to switch providers. This usually would get you the cheapest price.

Ways to cut your internet bill

There are many internet providers and the competition to keep customers is relentless. If you’ve experienced price increases or your promotion is ending, speaking with your provider is the first point of call. You could easily cut your costs without compromising on what you want.

Simply put, call your provider and ask for a better deal! If it doesn’t work, you can tell them you’re leaving. It’s likely they’ll transfer you to a retention team who can offer you a much better deal.

This is only one side of the negotiation though. You may find that better deals do exist by switching to another provider. More often than not, companies make their best deal only available to new customers. So it’s a good idea to both negotiate with your current provider and shop around for new promotions available to you.

Here’s some tips to help with your negotiation:

Prices increases strengthen your position

If your price increases during your contract, or will be increasing for a new term, this is an opportunity to negotiate a better deal. You should be given notice that your price is going up, and you may have some time (one month for example) to terminate your deal should you wish. Check your contract to understand what charges may apply if you decide to leave.

Wait closer to the end of your contract

You are more likely to negotiate a better deal closer to the end of your contract. Providers should notify you when your deal is coming to end; you should have a notice period in which to renew, terminate or go onto a rolling contract. Calling during your notice period gives you a better chance of a deal.

Research the market

Researching the market and knowing what deals or discounts are on offer is a great tactic. This is the basis for your negotiation; competitor offers that your provider can’t argue with.

Speak to the retentions or customer relations/service department

Loyalty is a powerful tool. If you tell your provider you are leaving, you’ll likely be asked the reasons for why you are leaving.

Ideally you’ll talk to retentions or customer relations who usually have the power to make seriously good deals. You may end up speaking to a department called “disconnections”. Retaining customers though, is their focus.

Issues with your provider? Ask for a discount

Any issues you’ve had with your provider, now is a good time to discuss them when negotiating a new deal. They should want to make it right for you.

Negotiate a second of third offer

Negotiating an initial offer is a great start. But you can do better! If your provider is willing to give you a starting discount, then it’s likely there’s a few more offers they can offer you.

No movement on price? What about extras?

If they won’t improve your price, you could ask what extras or upgrades are on offer to you. It could be faster speeds, new equipment or access to a streaming service.

Keep your cool!

It’s important to remember that your provider is not entitled to give you a discount for any reason, even if leaving. So getting angry or upset with them won’t help. Be firm, polite and non-aggressive.

Leave and switch provider

If you don’t get a good deal, then you should look to leave your provider. Note that new customers usually get the best deals and there will be alternative providers in your area.

Low income families and seniors

In November 2018, the Government of Canada launched Connected families; an initiative that offers low cost internet to low income families.

In April 2022, the eligibility criteria expanded to include low-income seniors. Internet packages have also been expanded to include download speeds of 50Mbps and upload speed of 10Mbps. Internet Service Providers (ISPs) that are participating include Rogers, Bell Canada and Telus.

Since its launch, over 82,000 families have used the initiative, which runs at the moment to March 2027. Eligible families and seniors are those receiving the maximum Canada child benefit or the maximum guaranteed income supplement amounts. A letter from the Government will outline how to sign up to the initiative.

If you believe you are eligible for this initiative, you can call Innovation, Science and Economic Development Canada for support with registering. Visit the link below to find out more.

Connecting families initiative

FAQs

It is possible during peak times (when a lot of people are using the internet at the same time) that your provider may slow down your connection. They will prioritize some traffic, but this is to ensure everyone receives a reasonable speed.

There are a few free speed tests online to find out what speed you're getting. For example, try CIRA's internet performance test. It would be worth testing your speed at different times of the day, as it can vary.

Essential information

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