Frequently Asked Questions (FAQ)

Here are a list of questions we get often, please have a quick read through these and make sure your question is not already here. It saves you a phone call!

Questions and Answers

Why is Cable, DSL or Fibre not available at my house?

Answer: It depends on what cables re run into your house. Most houses in Canada have either DSL or Cable run into their house. Fibre is a newer technology that can carry higher speeds but is only available in newer areas that have been built. We will confirm which speeds are available to you so you get the most choice.

What BYO modems does Weave Networks support?

Answer: Please see our approved modems list here.

How do I return my equipment back to Weave?

Answer: You can return equipment at our office in Edmonton or send it through Canada post. You will need our 10-digit return authorization number, your account #, and the Canada Post Return ID: PR440157 to print the return label. You can print the shpping label at the post office or here: Canada Post Return Label

Why does Weave Networks take time to connect my house to the internet?

Answer: We require time to confirm that the cabling exists to your premises, that the cabling will support the requested speeds and then connecting the cable to Weaves network instead of your previous provider.

What are the speed requirements for Netflix?

Answer: All of Weaves plans can stream Netflix in Super High Definition (SHD) with the exception of the Weave DSL 6 which can stream up to High Definition (HD). Please visit Netflix for more information on requirements.

What is DSL?

Answer: It is an umbrella term for a number of technologies used to connect to the internet over standard telephone cabling. Wikipedia

What is ADSL?

Answer: It is a particular type of DSL, which provides internet over standard telephone cabling. Wikipedia

What is VDSL?

Answer: It is a particular type of DSL, which provides internet over standard telephone cabling. Wikipedia

What is Cable Internet?

Answer: It is a technology which provides internet over the coaxial cable and standard television cable network. Wikipedia

What is Fibre Internet?

Answer: It is a newer technology that carries information over light in fibre optic cables.Wikipedia

How do I change my plan?

Answer: Please contact Weave Support

How do I change my payment details?

Answer: Please contact Weave Support

How do I move my Weave Networks internet connection from my old house to my new house?

Answer: Please contact Weave Support

Does Weave Networks have a client portal?

Answer: Weave does not currently have a client portal. We are actively working on creating one.

I can’t pay by credit card, can I pay using other methods?

Answer: Sorry, Weave only accepts payment by credit card at this point in time.

Why are the speeds on Weaves plans, up to, not guaranteed?

Answer: The speed will be determined depending on the time of day, issues the network maybe experiencing and how many users are currently using the network. Weave will still attempt to get you the fastest speeds possible but it is not always possible to provide the full speed.