Phone: (800) 679-0345 Email: info@syban.net

FAQs

Frequently Asked Questions.

General Questions

What is Transfer Allowance?

The internet works by passing (transferring) data from one computer to another, this movement of data uses bandwidth. Transfer allowance is the amount of bandwidth you can use without incurring extra costs. Our transfer allowances are based higher than regular usage for the package type.

What does this mean for you? The majority of our clients will not come close to using their allotted transfer allowance, in fact less than 1% of our client base will ever incur over bandwidth costs. Standard email usage, web surfing, online gaming, administration tasking etc are examples of standard usage.

As a specific example of residential usage: There are 4 people in my family on a residential connection, my husband and myself physically use the internet 8-10 hours a day. Regular tasks in our day include email, web site administration, server administration, online communication, web surfing and online gaming. We also have 2 dependants who use the internet approximately 4 hours a day. Their normal usage includes web surfing for homework research, email, gaming, iTunes™, YouTube™ and short home movie uploads. We’re near the top of the residential limit but we use far, far more than the average family.

What uses excessive bandwidth?

The most common cause of excessive bandwidth usage is the use of streaming video services such as Netflix or AppleTV. The next highest usage services are peer to peer file sharing programs such as BitTorrent etc. and the transfer of super-large files including Xbox and PS3/4 game downloads or updates. An example of a super-large file would be a file that is in excess of 500 MB. To put this in perspective, a 91 page instruction manual in Adobe Acrobat format is around the 2 MB mark, an average email runs around 60 kB. If you use your connection for business and find that you require more bandwidth than a residential package allows, there is no extra cost for upgrading, we simply charge you the difference.

What is 'throttling'?

As an alternative to paying for usage above the transfer allowance, you may opt to enable speed throttling on your account. This would reduce the speed of your connection to just a little bit faster than dial-up when you reach the transfer allowance on your account. Web browsing, email, chat and other similar services would still operate, but other services that require faster speeds such as streaming video, video chat etc., would not work. Throttling would automatically be removed from your account at the start of the next month and you would have full speed again until you reach your transfer allowance. If throttling is in place, you will not be charged any fees for going over your allowance after it is enabled. You may contact us at any time to enable this service, or to remove it.

How much do you charge to come out to my house to see if I can get your service?

It’s Free. We come out with the intention of providing service, so if we cannot get a working signal, there is no charge to you.

Should I expect any issues with my wireless connection?

Wireless connections on the internet, while just as fast or in some cases even faster than their wired counterparts (cable), can be affected by environmental influences. Extreme weather conditions (Alberta extreme, not what non-Albertans call extreme) can occasionally slow down your connection temporarily, interference from other electronic devices in your house can interfere with the wireless signal (although in this case we help you trouble shoot the interference and offer suggestions on how to resolve the issue). Interference from outside influences can also slow down your connection (in this case we will do our best to resolve the issue and as quickly as possible). Our main source of advertising is word of mouth, so we want you happy.

What if I move?

If you move all we ask is you please ask the people moving in if they want the service. If they do, we will leave the equipment mounted and the account will transfer over to them. If they don’t, we will come to your house and pick up our equipment. In either case we will not enforce the term of the contract.

What is your acceptable use policy?

Our AUP governs the acceptable use of the wireless service and may be found here.

What is your upgrade fee?

While we do not charge for upgrades to packages, if new equipment is required, there is a $99.00 equipment activation fee which includes the full setup of the new equipment, and the removal of the old device.