FAQ

  • What should I do if I’m having internet issues?

    New! StartCare self-help mobile app, available on Google Play and the App Store.

    If you’re experiencing slow speeds, excessive buffering, spotty Wi-Fi coverage, or other network issues, StartCare can help.

    The app lets you run network scans from the comfort of your home, then provides you with step-by-step instructions on how to resolve any issues. It can also send real-time diagnostics and test results to our Customer Experience Team, allowing us to offer even more comprehensive support.

    Learn more on our StartCare Page.

    Using this app didn’t solve your issues?

    Call 1-866-434-5888 for assistance during business hours.

    Let us know that you’ve already run the StartCare scan and be sure to have the key code from the right-hand corner of your screen ready to share.

  • What’s the difference between a modem and a router?

    To get connected to the internet, you need a modem. A modem creates the connection to your internet service provider (hopefully us!).

    If you want to get multiple computers, smartphones, tablets and gaming consoles online then you’ll need a router. A router connects to the modem and shares its connection, giving your devices access to the internet.

  • Does my installation need an on-site visit?

    Most cable service transfers don’t require a visit from a technician. However, if you’re setting up a new cable internet service, then a visit from a technician is needed.

  • Will I get an order confirmation?

    Yes. We will send you an email (and call you) within 48 hours of when you sign up to confirm that everything for your order is scheduled and lined up for your internet service activation date.

  • Will you call before my internet installation date?

    Yes! We will call and go over the details of your order, including the time and date of your installation or transfer.

  • When will I get my first bill?

    Since we offer a “pay-as-you-go” system, your first payment is collected when you sign up with us, which includes your installation fee (if any), your first month of service, and any equipment fees.

  • How do nodes work together to create a mesh network?

    Mercku’s system automatically connects your devices to the nodes with the clearest nearby signal. As you move around in your home, your device can seamlessly switch back and forth between nodes, giving you the strongest signal wherever you go.

  • What internet plan should I get?

    This depends largely on two things: how many people will be using it, and for what. A household of two people may find one of our “light” packages is perfect, while a family of four (or more) is likely going to get the most of our heavy usage internet plans.

    Need help deciding? Call us toll free at 1-866-434-5888 during business hours.

  • What does unlimited internet mean?

    Unlimited internet refers to the amount of data you can download each month. Most of our internet service plans have no download limit, which means they also have no overage fees 🙂

  • How long does it take to switch my internet service to Start.ca?

    We can generally get you up and running in 5-10 business days to switch to Start.ca, depending on what type of internet service you select and whether you’re transferring an existing service.