General Residential FAQ

Who are you?

Eyesurf is a telecommunications service provider, based in Kitchener, Ontario, Canada. Our mandate is to provide High Speed Internet and Phone Service at a very affordable cost

How can I check if I am covered for Eyesurf ViP?

Eyesurf ViP Service is currently only offered in certain areas of Kitchener-Waterloo, Ontario. Please visit our Coverage Portal to check which services are available for your address.

When will you expand coverage into my city?

At this point, we cannot give a definite time frame as to when service will expand, and to what cities. Your best bet is to check our website every now and then, as any expansion plans will be announced on the home page.

What's the catch?

There is no catch! Most providers charge large premiums to make greater profit. Eyesurf charges a more reasonable price so that everyone can afford High Speed Internet and Phone service.

Can I keep my existing phone number?

Yes, we can port over your existing phone number free of charge. Just make sure that you do not cancel with your previous provider until you are successfully set up with us, otherwise you risk losing your phone number.

How long does it take to get set up?

Setup typically takes about 5-10 days from the day you submit your order

What is the process for signing up?

1) Visit our online sign up page to sign up
2) A representative will call/email you in a few days to notify a firm installation date
3) Once you have your installation date, contact your previous provider to cancel your billing. Eyesurf will also contact them to port over your telephone number to us, however only you (the account holder) are authorized to cancel billing.

Is there a free trial period?

In order to keep your end cost low, Eyesurf cannot offer free trial periods. However, remember that you are free to cancel during the first 30 days without incurring a cancellation fee

Can I cancel at any time?

At least 30 days notice is required for cancellation

How am I billed?

You are billed on the first of each month. A credit card is required for billing. Accepted card types are: Visa, Mastercard, American Express, Discover, Diners and JCB. If you do not have a credit card, a prepaid card will suffice as well

What are the modem fees?

A basic one-port modem can be rented for $4/month or purchased for $100. A wireless modem can be rented for $6/month or purchased for $150. Note that rented modems must be returned within 10 days of completion of service or you will be charged the purchase price of the modem

Can I use my own modem?

You can use your own modem so long as it supports ADSL2+. Also note that you would be responsible for any configuration and/or troubleshooting

What are the activation fees?

An order processing fee of $29.99 applies to all installations.