Frequently asked Questions - Tenant Support

Please read the questions/answers before contacting our support team.

Il est impossible de me connecter en utilisant le nom d'utilisateur et le mot de passe fournis.

The username must be typed in lowercase and the password must respect the lowercase/uppercase characters. If you are sure that you are entering the right information, your device may require additional authorization. This is the case for entertainment devices (eg: Xbox, TV, PS4…). For a complete list of devices and the procedure to follow, please visit this page.

I have not received my username and/or password

Your username and password will be given to you by your owner.

 

I forgot my username and/or password

Your username and password can be reset by our support team. Please contact us using the form or by email.

 

I see the network (SSID) and I am connected but I have no internet

It is possible that your ISP (Videotron, Bell, Cogeco) is currently experiencing a failure in your area. Please contact our support team and we will be able to diagnose the problem.

Ma télévision ne se connecte pas

Some devices require additional authorization. We may need to give access to your device using its MAC addressdue to our encryption method (WPA2-Enterprise).

Ma Xbox ne se connecte pas

Some devices require additional authorization. We may need to give access to your device using its MAC addressdue to our encryption method (WPA2-Enterprise).

Ma PS4 ne se connecte pas

Some devices require additional authorization. We may need to give access to your device using its MAC addressdue to our encryption method (WPA2-Enterprise).

Mon ChromeCast ne se connecte pas

Some devices require additional authorization. We may need to give access to your device using its MAC addressdue to our encryption method (WPA2-Enterprise).

J'ai tenté plusieurs connexions au réseau de mon logement, sans succès

Some devices require additional authorization. We may need to give access to your device using its MAC addressdue to our encryption method (WPA2-Enterprise).

 

What devices can I connect to your network?

All devices are compatible. (Computers, Iphone, Ipad, tablet) Some devices require additional authorization due to our encryption method (WPA2-Enterprise).

 

What is the list of devices requiring additional authorization?

Game consoles and streaming devices must be allowed. (Xbox, Playstation, Apple TV, Chrome Cast). Just send us your MAC address so we can give you access.

 

How do I find the MAC address of my device?

Please refer to This article in order to have all the necessary information.

J'ai un ordinateur avec Windows 7 et il est impossible de joindre le réseau?

Please refer to This article in order to have all the necessary information.

J'ai un appareil avec Android et il est impossible de joindre le réseau?

Please refer to This article in order to have all the necessary information.

Votre réseau est-il sécuritaire ?

Our equipment uses the latest encryption and isolation technologies so that each tenant is isolated on its own network. A neighbor will not have access to your devices.

 

Can I go on all Internet sites?

The Internet access is completely open. There are no restrictions on our equipment. Please see the terms and conditions of use with your landlord.

 

I don't see the network of my building

Please contact our support team to evaluate your network. All buildings are unique. It is possible that the access points (antennas) are not well positioned or that there are not enough numbers. We will take the necessary steps with your landlord to remedy the situation.

 

I'm connected but the Internet is extremely slow

Please contact our support team to evaluate your network. All buildings are unique. It is possible that the access points (antennas) are not well positioned or that they are not large enough. We will take the necessary steps with your landlord to remedy the situation.

 

I sent a support request to your team but I didn't get an answer.

Our support team responds to service calls 7 days a week. We respond to requests in order of priority. Your request is important to us. You will be contacted shortly.

 

Is it possible to connect me using a network wire?

Your owner has set up our equipment specifically for a wireless network. It is possible in certain cases to pass a cable to our equipments. An agreement with your landlord will be necessary before starting the process.

 

I leave my home, is it possible to disable my account?

Your username and password will be automatically reset by our support team when your owner advises you to leave.

Contact our support Team

Contact our support team if you have any problems or questions about our services. We will answer you as soon as possible.

Email using the form below or by phone at1-888-777-9778