We have included all important information below, in case you have any specific property related questions. If you would like a more in-depth version of this FAQ, please check out our website.

What to expect when you move in:

We have done our part to ensure your new home is cleaned and ready for your move-in. If you noticed any damages in the unit notify our team within 2 days of moving in to ensure you are not held responsible. To ensure we are providing you with the best possible experience, our team has conducted video inspections prior to you moving in.

Is my unit furnished?

Most of our units at 505 and 513 Albert St are furnished, but you will need to bring your own mattresses.

We do have a few units which are unfurnished, this will have been included in your lease, and in communication with the leasing team. In this case, you will need to bring your own furniture.

AC/Furnace Thermostat, Dishwasher

There will be an owner's manual in your unit regarding the use of each of your appliances.

How do I pay my utilities?

Prior to moving in, you or one of your roommates will have been required to set up an account with Utilities Kingston.

Mail and Replacement Keys

Upon moving in, you will have received a unit key, mail key and garbage key. (If you did not receive all 3 keys, please inform our team within 3 business days of moving in). If you lose your unit key, mail key, or garbage key, you can contact portsmouth and request a new one. There is a $50 +HST fee for unit keys and a $35+HST fee for mail keys.

Does my property allow pets?

Our properties at Albert Terrace are pet friendly. However, you should ensure that your roommates are ok with your pet. If it becomes a public disturbance, next steps can be taken.

Is Housekeeping Included?

Housekeeping is provided twice per month. Due to COVID-19, we ask that you participate in our communications monthly regarding housekeeping.

Have other questions?

Check out our comprehensive online FAQ here. We can also be reached by phone at 1-888-920-4550, or via email help@portsmouth.ca.

We have included all important information below, in case you have any specific property related questions. If you would like a more in-depth version of this FAQ, please check out our website.

What to expect when you move in:

We have done our part to ensure your new home is cleaned and ready for your move-in. If you noticed any damages in the unit notify our team within 2 days of moving in to ensure you are not held responsible. To ensure we are providing you with the best possible experience, our team has conducted video inspections prior to you moving in.

Is my unit furnished?

Our 4 bedroom units are furnished, but you will need to bring your own mattresses.

Our 2 bedroom units are not furnished, however they do include major appliances.

AC/Furnace Thermostat, Dishwasher

There will be an owner's manual in your unit regarding the use of each of your appliances.

How do I pay my utilities?

Prior to moving in, you or one of your roommates will have been required to set up an account with Utilities Kingston.

Mail and Replacement Keys

Upon moving in, you will have received a unit key, mail key and garbage key. (If you did not receive all 3 keys, please inform our team within 3 business days of moving in). If you lose your unit key, mail key, or garbage key, you can email us at help@portsmouth.ca to request a new one. There is a $50 +HST fee for unit keys and a $35+HST fee for mail keys.

Does my property allow pets?

Our properties at 464 Frontenac are pet friendly. However, you should ensure that your roommates are ok with your pet. If it becomes a public disturbance, next steps can be taken.

Is Housekeeping Included?

Housekeeping is provided once per month. Due to COVID-19, we ask that you participate in our communications monthly regarding housekeeping.

Have other questions?

Check out our comprehensive online FAQ here. We can also be reached by phone at 1-888-920-4550, or via email help@portsmouth.ca.

We have included all important information below, in case you have any specific property related questions. If you would like a more in-depth version of this FAQ, please check out our website.

What to expect when you move in:

We have done our part to ensure your new home is cleaned and ready for your move-in. If you noticed any damages in the unit notify our team within 2 days of moving in to ensure you are not held responsible. To ensure we are providing you with the best possible experience, our team has conducted video inspections prior to you moving in.

Is my unit furnished?

Yes, your unit is furnished, but you will need to bring your own mattress.

Important Key Information:

You will need to go down to the condo office in the lobby to have your unit key coded every 6 months.

How do I Setup the WIFI?

To get started you will need to reset the modem available in the access closet in your unit and connect to the WIFI using the password located at the back of the modem and create a new password once connected.

AC/Furnace Thermostat, Dishwasher, Garbage

Click here to watch ->Thermostat

Click here to watch ->Dishwasher

Click here to watch ->Garbage and Recycling

How do I pay my utilities?

Prior to moving in you will have already set up an account with Carma Billing services. You will receive a paper bill in your mailbox for the first month you move in, however you can contact Carma directly to setup online monthly billing.

Note: if you wish for utility payments to come out automatically, please fill out Carma Billing Services Pre-authorized payment form by using the same link above.

Mail

Upon moving in, you will have received a unit key and a mail key. (If you did not receive a mail key, please inform our team within 3 business days). Apartment and studio units have mailboxes located in the lobby of the 1800 Simcoe building, and townhome units have mailboxes located at the road entrance to the community. Some parcel are delivered to your door, as larger packages are not accepted at the lobby office. If you would like to sign up for Snaile mailboxes (parcel service) please email Utownsadmin@alwington.com.

What does the Condominium Team Do, and How do I contact them?

The condo manages all things outside of your unit, as well as the internet. If you have any questions pertaining to garbage disposal, elevators, parcel services, building maintenance/cleanliness, visitor and commercial parking, and/or coding your unit key, you will need to contact the condo.

Contact Information:

Alwington Communities

Utownsadmin@alwington.com

Does my property allow pets?

Our community at 1720-1800 is not pet friendly. (Certified service pets are allowed as long as documentation is provided prior to moving in.)

Where is parking, visitor parking and how long can it be used?

There is paid parking available in the lot that we lease out to residents of the community, if you are interested in parking, you can reach out to our team for availability. There is paid visitor parking, available through the Honk Mobile App https://www.honkmobile.com and commercial parking is located near the entrance of the parking lot. Any Parking related inquires dealing with Visitor, Commercial, and Independent Owner Managed parking please contact the condo at Utownsadmin@alwington.com.

How to get a replacement key?

If you lose your unit key or mail key, you can email us at Help@portsmouth.ca and request a new one. There is a $50+HST charge for unit keys and $35+HST for mail keys.

Have other questions?

Check out our comprehensive online FAQ here. We can also be reached by phone at 1-888-920-4550, or via email help@portsmouth.ca.

We have included all important information below, in case you have any specific property related questions. If you would like a more in-depth version of this FAQ, please check out our website.

What to expect when you move in:

We have done our part to ensure your new home is cleaned and ready for your move-in. If you noticed any damages in the unit notify our team within 2 days of moving in to ensure you are not held responsible. To ensure we are providing you with the best possible experience, our team has conducted video inspections prior to you moving in.

Is my unit furnished?

Yes, your unit is furnished, but you will need to bring your own mattress.

Important Key Information:

You will need to go down to the condo office in the lobby to have your unit key coded every 6 months.

How do I Setup the WIFI?

The Condo at 1900 Simcoe has an arrangement with Bell for all internet services. You will need to call Bell to sign up and schedule an installation time.

Important Information:

It is very important that residents call the Bell Preferred Building toll free number provided in the Preferred Building Reference Document (attached).

(All residents need to call in to register, even existing Bell customers.)

This is a dedicated queue that specializes in supporting Preferred Building residents. This number is equipped to handle all Ordering, Billing and Technical concerns for Bell TV, Bell Internet and Bell Home Phone.

**Please note that it does not support Bell Mobility.

All residents need to call in to register, even existing Bell customers.

Residents are fully able to add any incremental equipment (e.g. TV receivers), services (e.g. Bell

Home Phone), or TV channels over and above the Preferred Building package at their individual cost.

All Residents will receive a monthly invoice from Bell.

If they have only ordered the Preferred Building package it will be $0.

If they have added additional monthly services or ordered one time items such as Pay-Per-View, they will have a balance to be paid.

Dishwasher How-To:

Click here to watch ->Dishwasher FAQ

How do I pay my utilities?

Prior to moving in you will have already set up an account with Carma Billing services. You will receive a paper bill in your mailbox for the first month you move in, however you can contact Carma directly to setup online monthly billing.

Note: if you wish for utility payments to come out automatically, please fill out Carma Billing Services Pre-authorized payment form by using the same link above.

Mail

Upon moving in, you will have received a unit key and a mail key. (If you did not receive a mail key, please inform our team within 3 business days). Mailboxes are located in the lobby of the 1900 Simcoe building. Some parcels are delivered to your door, as packages are not accepted at the lobby office. If you would like to sign up for LuxerOne mailboxes (parcel service), please contact the condominium team at Bernadine@nadlan-harris.com.

What does the Condominium Team Do, and How do I contact them?

The condo manages all things outside of your unit, as well as the internet. If you have any questions pertaining to garbage disposal, elevators, parcel services, building maintenance/cleanliness, visitor and commercial parking, and/or coding your unit key, you will need to contact the condo.

Contact Information:

Nadlan-Harris Property Management Inc

Bernadine@nadlan-harris.com

Does my property allow pets?

Our community at 1900 Simcoe is pet friendly. However, if your pet becomes a public disturbance, next steps can be taken.

Where is parking, visitor parking and how long can it be used?

There is paid parking available in the lot that we lease out to residents of the community, if you are interested in parking, you can reach out to our team for availability. There is paid visitor parking, available through the Honk Mobile App https://www.honkmobile.com and commercial parking is located near the entrance of the parking lot. Any Parking related inquires dealing with Visitor, Commercial, and Independent Owner Managed parking please email Bernadine@nadlan-harris.com.

How to get a replacement key?

If you lose your unit key or mail key, you can email us at Help@portsmouth.ca and request a new one. There is a $50+HST charge for unit keys and $35+HST for mail keys.

Have other questions?

Check out our comprehensive online FAQ here. We can also be reached by phone at 1-888-920-4550, or via email help@portsmouth.ca.

When browsing available properties on our website, you will come across an "Apply Now" button located at the upper part of the listing. A single click of that button and you'll be directed to a brief application form – it only takes 10 minutes or less to fill out!

Once you’ve completed your online application, we will review it and let you know if you have been accepted to rent the property. You will then be required to submit supporting documents such as a valid ID, proof of income, and other information related to your application.

Start your journey with us by submitting your application today. Check out this clip that takes you through the journey of submitting an application. See what it’s like from start to finish and be impressed by how simple it really is!

All new leases are on a 12-month fixed term, with the option to sublet or reassign. To learn more about subletting and reassigning your unit.

In order to best assist you, please provide your landlord with the below information.

1) How to contact us via email: help@portsmouth.ca, and via phone: 888 920-4550

2) The rental address you lived at with us, as well as the lease start and end dates. 

We are not able to provide reference letters at this time. 

Please notify your utility provider at least 1 week prior to your move out. You can request a moving form, or find it on their website.

Please visit our website, and browse all available rentals on the Find Your Home page. You can apply for a unit type and location you wish to move into. Our team will then review your application and once approved, offer you a unit based on your preferences. 

Depending on your payment method, it may take some more time for our accounting team to add the payment manually to your ledger. Please allow a standard 3-5 business days for these types of payments to accurately reflect.

Some scenarios may incur longer wait periods to ensure your balance reflects properly

Our team will notify you of your outstanding balance and work with you on a payment plan. If no action is made you will receive an N4 notice from our team, after two weeks after the missed payment. If there is no communication between you and our team within 2 weeks of the date on your N4 notice, we will proceed with legal action.

You can pay your outstanding balance through your resident portal.

If you know you are going to miss a payment, please notify our team ahead of time, so that we can make a proactive plan together.

Yes, depending on the community, we do have specific wheelchair accessible units available. Please contact us at hello@portsmouth.ca for more information on availability. 

In the event of a life-threatening emergency, please call 9-1-1. For all other emergencies, we have a 24/7 after hours phone service attached to our main phone number (888-920-4550) in which someone will always be able to take your call.

As the Condominium manages your key expiry, please go to your Condominium Administrator's office and have the key recoded once every 6 months.

When you sign a joint lease, you and your housemates are all taking responsibility for the entire lease, not just a portion of it. This means, one person will be designated to pay the full monthly rent amount to Portsmouth. It is up to you and your roommates to pay each other your own portion of the rent.

When you sign an individual lease (by-the-bed lease) within a shared house, you are only responsible for what is on your lease, you are not responsible for your roommates.

If the unit you rented is furnished, we cannot remove the furniture in the unit to adjust the monthly rental cost. This is managed by the owner of the unit, and cannot be changed.

We try our best to accommodate the preferences of the new resident and assign based on unit availability. We cannot guarantee who you will be placed with, as by the bed leases are leased on a first come, first serve basis.

Please read through the terms of your tenancy agreement, as it will clearly outline all of our responsibilities.

Please be sure to inform us of any repairs or items needing our attention within your unit, by submitting a maintenance request through your resident portal, so that they can be addressed accordingly.

Please contact your local City By -Law office and ensure to have

As Portsmouth does not manage your parking space, it is your responsibility to contact your local City By-Law office to have it enforced. Please contact the City By-Law and give them the licence plate number of the car parking in your spot, so they can ticket it when they are on the premises. Also, please ensure to have your parking lease/agreement available to reference in case they ask.

As Parking Agreements are signed for 12 months at a time, you cannot cancel the agreement mid-term, however you can reassign your Parking Agreement to someone else for the remaining term. Once you find a prospect (from within the community) reach out to us at hello@portsmouth.ca with all of their contact information and we can help transfer the agreement to them.

Unless you are renting a studio/one bedroom apartment, we do not allow for double occupancy. There can only be as many people living in the unit as there are bedrooms on the lease you signed. For example if you rent one bedroom in a 3 bedroom unit, you alone can be living in that bedroom.

Some of our units are leased out by the bed, however, we do not assign rooms. This is up to you to choose and determine with your roommates.

Our units are not student residences, so we do not govern behaviour (and are very limited legally in what we can do). We expect our residents to communicate and sort out any issues among themselves as a first step. If this does not work, our team can send a note to the residents within the unit.

If you need to submit a work order, please send an email to help@portsmouth.ca including the following information:

1. Include your address and unit number (including bedroom, if in a shared unit) and verify your contact information.

2. Photos of the area/object in your unit needing attention.

3. A full description of the issue(s), including how long it has been happening/broken/needing attention.

Once submitted, please allow our team 1-3 business days to get back to you with a time to enter your unit.

SUBLET

If you plan on moving out of your unit for a period of time, but then moving back in before the end of your lease, you can sublet your unit. This means you would be responsible to find someone else to move in to your unit during the time that you are away. You will need to advertise your unit and find a new tenant to sublet from you. They will need to submit an application on our website which we will then review for approval. Once approved, we will send a sublease document to you, your guarantor, the new tenant and their guarantor which you will all need to sign. To clarify, when you sublet, you are still responsible for paying your monthly rent and utilities as well as being responsible for the tenant subletting from you.

REASSIGN

If you plan on moving out of your unit for good and not returning, you can reassign your unit. This means you would be responsible to find someone else to takeover the remainder of your lease. You will need to advertise your unit and find a new tenant to reassign from you. They will need to submit an application on our website which we will then review for approval. Once approved, we will send them a lease to sign, documents to provide and a last month's rent deposit must be paid. When you reassign your unit, the new tenant will be responsible for paying the monthly rent and utilities and the unit. Once the process is complete, you will coordinate with the new tenant to provide them with the keys to your unit.

You are also required to pay a fee which comes with any sublet or reassignment. This fee must be paid by you once the new tenant has signed the lease. We can usually accommodate most requests, however the paperwork will take time, and it will ultimately depend on the speed in which the new tenant completes all required steps, to ensure a timely move in.

If you plan on vacating your unit at the end of your lease, you will need to notify our team 60 days' prior to the last day of your lease agreement, or it will be legally assumed that you are going month to month. In order to provide notice, please complete the N9 form (https://tribunalsontario.ca/documents/ltb/Notices%20of%20Termination%20&%20Instructions/N9.pdf) and send it to our team.

Once the last day of your fixed term lease passes without notice being given to our team, you automatically become a month-to-month tenant with all the same terms and conditions of your lease, however you no longer have a fixed time period you must stay for.

If you choose to stay on month to month, you must provide at least 60 days' notice and the termination date has to be the last day of the rental month.

For example: You give notice on August 15. The earliest possible termination date you could put in the notice for is October 31.

We do not collect security or damage deposits, as they are illegal in Ontario.

However, we do require a last month's rent deposit to solidify your lease, which will be automatically applied to your last month leasing with us.

In Ontario, the Residential Tenancies Act sets the rules for rent, including guidelines for when and how landlords can increase rent. The Act also provides a process for tenants to dispute a rent increase if they feel it is too high. Below is an overview of the rules around residential rate increases in Ontario so that you can be informed about your rights and responsibilities as a landlord or resident.

When and How Much Landlords Can Increase Rent

In Ontario, landlords can only increase rent once every 12 months, and the amount of the increase cannot be more than the guideline set by the province. For 2023, the guideline is 2.5%. This means that when you sign a lease on June 1, 2022 with current rent of $1,000 per month, you can only be charged up to $1,025 per month starting on June 1, 2023, and your landlord would need to provide you written notice at least 90 days before June 1, 2023.

You should also be aware that landlords cannot charge any new or increased fees for services that were included in your rent when you first moved in (e.g., parking, laundry). The only exceptions to this rule are if you request a change to the rental agreement (e.g., adding someone to the lease) or if there is an extraordinary increase in costs beyond the landlord’s control (e.g., a significant increase in hydro rates).

The Government of Ontario has provided a brief guide to understand rental increase for this coming year 2023. One important change to note is the way the rent increase is calculated. The guideline applies to most private residential rental units covered by RTA but there are also exceptions enumerated particularly for landlords who can apply to the Landlord and Tenant Board for approval to raise the rent(PDF) by more than the rent increase guideline, In care homes (such as a retirement home), new buildings, and additions to existing buildings and most new basement apartments that are occupied for the first time for residential purposes after November 15, 2018. You may visit this link for more details!

More Details in Our Blog Post: https://portsmouth.ca/what-you-need-to-know-about-residential-rate-increases-in-ontario/

No, locks can be added to or removed from the doors within the unit, or on the exterior doors.

You are required to show proof of tenant liability insurance, covering the address you are moving into. This is important as you are not protected or covered by the owners' insurance of the property. For example, should there be a flood, without insurance you would be personally responsible for damages to your unit and any other unit affected by it.

Cloudwifi’s high-speed wireless Internet service in your residence will make sure that you stay connected to friends, family, education, and entertainment. Read up on our FAQs below for more information about this exciting service.

Q: TELL ME ABOUT CLOUDWIFI'S INTERNET SERVICE?

A: Cloudwifi has installed a high-speed wireless (Wi-Fi) Internet network throughout your residence. You will be able to connect multiple computers and devices to this wireless network – not only within your unit, but across the entire building as well.

Q: HOW WILL I CONNECT TO THE WI-FI NETWORK?

A: Getting online is easy and in many buildings, no password is even required – simply connect your computer, phone, tablet, media box, Smart TV, video game system, etc. to the Cloudwifi wireless network with the strongest signal in your unit and surf away! Once connected, your PC and other devices should remember this network and re-connect automatically the next time you’re in the same area of the building. The network without a password should be your default network because it represents the highest security levels, ensuring you stay safe from others on the network. Keep reading to learn more about the security measures taken on the network.

Note: In the event your building also has a password-protected network with “-P” at the end of the name, it is not recommended to use this network as your default connection. More on the security implications for this alternative network later….

Q: NO PASSWORD ON THE DEFAULT NETWORK? DOES THAT MEAN THE NETWORK IS NOT SECURE??

A: That’s a great assumption because it would be true in a typical network, but it couldn’t be farther from the truth in this case. In fact, this will likely be the most secure network you have ever connected to! Of course you would never think of not putting a password on your home router as that would pose a big security risk: neighbours could get onto your network, use your Internet, and gain access to your computers and files! However, the setup in a building-wide Wi-Fi system like this one is very different. For instance, if we were to put a password on the network and give everyone the password to the network, it’s no different than if there simply wasn’t a password to begin with. Therefore, in most buildings, we’ve made it as easy as possible for everyone to get online – no password required! However, since the safety of the network and the residents is our highest priority, we’ve taken extra security precautions. We have added a firewall on the network called Wireless Device Isolation to keep residents safe from each other! This provides significantly higher security than what a simple password would provide.

Q: TELL ME MORE ABOUT THIS WIRELESS DEVICE ISOLATION?

A: To keep you safe and prevent other people on the network from being able to gain access to your devices and your private information, by default Cloudwifi has enabled a firewall setting known as Wireless Device Isolation on the network. With this setting enabled, no computer or other device that is connected to the network is able to access any other computers or devices that are connected to that same network. In simpler terms, what this means is that it isn’t possible for someone else in your building to gain access to your devices or files through the network. In essence, each device is being isolated on the network, thus the name. This setting is used as a very high method of security so that residents like yourself can enjoy all the benefits of an Internet connection without having to worry about being hacked or compromised by others on the network.

This high security feature can impact a small number of devices where device-to-device communication through the Wi-Fi may be required, such as a wireless printer or Chromecast. If you require device-to-device communication to be enabled in your unit, please read the next question and contact our Technical Support Team to request the addition of a Non-Isolated Network, or the password to this network in the event your unit already has one setup. There is no charge to add or use this secondary network, but please be aware when connecting to a network without Device Isolation, you will not have the same high level of security as the default network since this Non-Isolated network is only protected by a password.

Q: CAN I CONNECT TO THE PASSWORD-PROTECTED NETWORK INSTEAD?

A: You can, but please be aware that the security on this network is not as strong as it is on the default network. The password-protected network is designed specifically for situations where device-to-device communication is required, such as when you want to use a wireless printer or Chromecast, or when you want to setup a Google Home or Alexa. This network will have the same levels of security as you would find on an Internet connection from the big cable and phone companies – meaning, anyone who has been given the password to, or has the ability to hack your password, can theoretically gain access to your devices on this Wi-Fi network. Therefore, it is strongly suggested NOT to use the “-P” network as your default network, and if decide to use it at all, be very careful of how you use it and who you give the password to. To request the password to this network, please contact our Technical Support Team.

Q: IS THERE ANYTHING I CAN'T DO WITH CLOUDWIFI'S INTERNET?

A: Cloudwifi does not restrict or filter or throttle the Internet whatsoever. Keep in mind, as with all Internet Service Providers, users of our network are responsible for their actions online and are expected to be aware of and comply with applicable provincial and federal laws. Your use of Cloudwifi’s service may only be for lawful purposes. Transmission of any material in violation of any applicable law or regulation is prohibited. This includes, but is not limited to, transmitting data which is: threatening, obscene or defamatory; which belongs to a third party and is protected by copyright, trade secret, patent, or other intellectual property laws; or violate. For further details on the acceptable use and unacceptable misuse of Internet services, you can read Cloudwifi’s Acceptable Use Policy found here.

Q: WHAT IF MY COMPUTER DOESN'T HAVE WI-FI CAPABILITIES?

A: In buildings where wiring permits, the option may also exist to plug your computer/device into an ethernet port on the wall. However, in other buildings, the wiring behind the walls does not allow for wired access. In our wireless-only buildings, if you have an older computer that isn’t already equipped with Wi-Fi capabilities, you can buy a wireless adapter that plugs into the USB port. USB network adapters can be found at any electronics store. Click here for an example of some adapters available from Canada Computers. Make sure the adapter is certified and compatible with the operating system of your computer (eg. Windows, Mac, Android). Once you’ve installed a wireless adapter and the drivers that allow it to operate, your computer should be able to automatically discover wireless networks and give you the ability to quickly and easily connect to them.

Q: IS IT SAFE TO DO MY ONLINE BANKING ON THIS WI-FI?

A: Absolutely! Doing your online banking over the default network is even more secure than doing it on your typical home Internet connection. That’s because most home Internet connections have simply a password as the only method of security, and there are many people with the ability to hack a password. On the default network, however, there is Wireless Device Isolation, which is a far stronger method of security than a password as we’ve described above, and one that cannot be hacked.

Q: DOES THIS MEAN I DON'T NEED TO HAVE ANTI-VIRUS ON MY COMPUTER OR TAKE ANY PRECAUTIONS WHILE ON THE INTERNET?

No, please don’t think that. Although Cloudwifi puts security measures in place on the default network to protect you from others in your building, you are still responsible for ensuring you stay safe while on the Internet, and you should continue taking the same security precautions that you normally would when online. Although there are so many great things that can be found in the digital world, there are also scams, viruses, and malicious individuals to watch out for on the Internet. With a little education, it’s easy to avoid the pitfalls. This means creating strong passwords for websites you frequent and changing them regularly, avoiding “phishing” scams, having anti-virus, protecting yourself on social networks, and backing up your data are some of the common ways of protecting yourself while online.

Q: HOW FAST WILL THE INTERNET BE?

A: Unlike other Internet companies who publish “Up To” speeds, Cloudwifi doesn’t participate in the “Up To” marketing game. We don’t like to publish speeds when dealing with wireless Internet because it would be inaccurate and misleading. This is because all wireless service performance is influenced by several factors that will have an effect on the speed of an end user’s device:

1. The user’s device itself may not be capable of transmitting and receiving the information at full package speed. Different devices have different performance characteristics. For example, an iPhone or other smartphone is not going to be able to download data at the same speed as the latest and greatest desktop computer.

2. We are surrounded by electrical devices that emit electronic signals that cause interference to wireless networks, for example; microwaves, televisions and other wireless networks all have the potential to cause signal interference.

3. The building and the contents of the building are all potential obstructions to the wireless signal.

4. It is a shared service, so the use of the network from others in the same unit or building can effect the Wi-Fi speed that a user receives.

5. Different Wi-Fi frequencies have very different speed capabilities; for example, connecting to the Wi-Fi network with the 5 GHz frequency can result in significantly faster speeds than connecting to the same network with the 2.4 GHz frequency.

6. Your location within a floor and your distance from an access point will have an impact on the speed of the wireless network. You will likely even find different speeds being possible from different rooms within your unit.

These outside influences can all result in variances in the speed that you get when using the service. The main thing to understand is that Internet companies advertising speeds are always “up to” speeds, not guaranteed speeds.

With that knowledge in mind, we have configured each apartment unit in your building with at least 100 Mbps of Download AND Upload speeds over the wire, and in most buildings today, speeds of up to 1 Gbps are being delivered into each unit. However, Wi-Fi speeds and wired speeds are not the same. As described above, the actual speed an individual device attains over the Wi-Fi can vary greatly and is based on many different factors. In a high-density student residence where there is a tremendous amount of wireless interference throughout the building, a typical user connecting to the network using the 5 GHz frequency could expect to see speeds of between 50 and 350 Mbps over the Wi-Fi on each of their devices.

Q: WILL THE SPEED I AM LIKELY TO ACHIEVE FLUCTUATE?

A: Yes. The factors listed above mean that depending on these external influences, the speed may change at different times, from different locations, and on different devices.

Q: WHICH DEVICES CAN DELIVER WHAT SPEED?

A: As a general rule, desktops and laptops will be capable of faster speeds than mobile devices, such as phones and tablets. The device type is just one of the many factors that can have an influence on speed. Another big factor is how you connect to the network: a wired connection will almost always outperform Wi-Fi, so if you have the ability to plug your device in using an ethernet cable, we recommend doing that. Wi-Fi is super convenient we all realize, but connecting using a wire is always best for performance!

Q: WILL PERFORMANCE CHANGE AT PEAK TIMES?

A: Potentially, yes. As with any Internet services, this wireless network is also a shared network, meaning the number of people that are using it at any given time is a factor that can have an impact on speeds. However, Cloudwifi has taken measures to minimize the impact during peak times, including allocating a higher-than-normal amount of capacity to our student residence buildings as well as deploying a scalable network at most of the buildings we service, which allows us to dynamically increase capacity as the consumption of bandwidth increases.

Wireless network design in a shared multi-user environment, such as a student residence, is a careful balancing act. Too few Wireless Access Points and the network is too congested at peak times. Too many Access Points and they start to interfere with each other resulting in slower speeds and poor performance. Cloudwifi’s engineers give careful consideration to the network design in the buildings we service in order to maximize performance.

Q: AT WHAT POINT WILL THE WIRELESS SERVICE BE CONSIDERED BROKEN BY CLOUDWIFI?

A: At its simplest, the fault threshold for Cloudwifi’s wireless network is when the service is causing problems for the end user. If a user is experiencing slow speeds, high latency, or drops in connectivity, it could be a symptom of poor signal levels on their device. If your Wi-Fi is not working well, please contact our Technical Support Team and they will work with you to identify and troubleshoot the issue. At the end of the day, our goal is to ensure happy staff and residents of the buildings we service. If you aren’t happy at any time, our Technical Support Team is available 24×7 to discuss any concerns you may have, and they can run through a diagnostics process with you to try and determine any causes of poor performance. We will work closely with all users who report speed or other issues to determine the cause of the problem and do our best to resolve it – that may also include sending a technician to your building or unit.

Q: HOW DO I CONTACT CLOUDWIFI'S TECHNICAL SUPPORT TEAM?

A: There are three ways to reach Cloudwifi’s Technical Support Team:

1. Email via support@cloudwifi.ca

2. Text message (SMS) to 226-210-0200

3. Phone 519-957-1942, 647-560-1500, or toll-free phone 1-855-955-9434, choose option 2 at the main menu.

4. Live Chat (click the “Chat” button at the bottom right portion of this page)