FAQs – General

What does Tough Country Internet do?

Tough Country Communications provides internet services to both Residential and Business Clients over South Western Alberta and South Eastern BC. In addition to internet, we also provide solutions such as WiFi, managed services and more.

Rural Internet Service versus regular in-town Internet Service, what's the difference?

In town, the Internet is delivered through a cable, either coaxial cable or telephone line, directly to your home or business. Wireless internet is delivered to you using radio frequencies. Tough Country has a network of wireless nodes that shoot out signal. All you need on your building is a radio receiver that has line-of-sight to the node in order to get internet.

Do I have to sign a contract? What if I want to cancel?

We do not require you to sign any contract that binds you to our service for a length of time. We offer promotional pricing from time to time that requires a contract to take advantage of, however the no-contract packages are always available. All we ask is that you abide by our Terms of Use.

How long does it take to get installed?

Our rural internet service is typically installed within 14 business days once the quotation for the install has been accepted. Site surveys can be required depending on your location and take up to a week before we come visit you. If we think you may have a good chance of getting service, we will do our best to perform a complete install, which means an installation at the same time there is a site survey with positive results.

How close to the tower must I be to receive service?

You should be within a 1-15km radius from the tower with a structure high enough to mount the radio equipment on in order to receive Tough Country’s Rural Internet. These height requirements vary depending on location. Custom solutions can be offered if a regular installation does not work out, at an additional fee.

How do I know if I am within range?

Once you call us, our staff can determine if you can get rural internet service. In order to be 100% sure we will need to visit your location to perform a site survey for a cost of $49.00, which is deductible from your installation should you decide to install within the next 12 months.

Why do I need a site survey?

Site surveys are our way of determining if you can get a quality signal at your location from one our towers. Since there are so many unknown variables with wireless internet (trees, hills, mountains, water, etc.), it is impossible to tell if we can get that quality signal without physically visiting your location.

Can I use Netflix with your service?

Netflix will work with the Advanced and Premier plans. Higher speeds will allow you to stream on higher quality settings. See Netflix’s Internet Connection Speed Recommendations for a better idea of what quality video our different speeds will let you stream. Also see the “What the different numbers mean” section for an idea of how different streaming qualities will effect your data throughput.

Can I connect several computers using a single connection?

Yes you can. To do this, you will need a router. Routers are available for rent from Tough Country at a price of $7.50/month. If you’d like to purchase from Tough Country, you may also do that. Routers are $125. You may also purchase your own router from an electronics store. Tough Country will not provide technical support on routers that are not rented from Tough Country.

Can I use VoIP with your service?

Yes, Voip can be used with our Advanced, Premier and Business internet plans.

How does technical support work?

Technical support is available by telephone and email. Monday to Friday: 8:00 am – 5:00 pm, Saturday & Sunday: 10:00 am – 4:00 pm. We are closed for statutory holidays. Technical support can be reached at Toll Free: 1-877-473-6787, Phone: (403) 627-4126 or via the contact form on this website.

When do I call support?

You should call support when you’re having trouble with your internet connection. Before you do, try unplugging your Radio (respectively the little black POE power supply) and WiFi-router for 10 seconds, plug it back in, wait about 1 minute for it to reconnect to your computer, and test out a web page. If that doesn’t work, give us a call and we’ll help you out!

How much data am I using?

It doesn’t matter as all our plans come with worry-free unlimited data usage!

 

FAQs – Billing

How can I pay for my service?

We can set up an automated debit for the first business day of the month from your bank account or credit card (Visa, MasterCard and American Express). Alternatively, services can also be paid for: 1) Calling in a credit card number 2) Teller or telephone banking 3) Mailing a check 4) Cash, Cheque or Interac at our Pincher Creek office.

How do I get my bills?

All our bills are sent out electronically. If you would like paper bills mailed to you, you may request it at your expense.

What if I am only in my place seasonally?

If you are a ‘snowbird’ or your service is set up at your cabin, your connection can be suspended while you are away, for a minimum of one month, and a maximum of six months per calendar year. Please provide us with notice in advance of the date you’d like your suspension to begin so that we can make the required changes to your account. If you know when you will be returning, please advise us at this time. Rural Internet Service suspension requires a minimum of 5 business days advance notice for both the cut-off and reconnection. Disconnection fee is $25, reconnection is $25.

What if I move to another location? Can I keep my internet connection active?

If you move your service location, we will have to visit the new location to conduct a site survey at a cost of $49.00. If you decide to go forward with the move, our standard installation cost for a move of service is $150 minus the $49.00 credit from the initial site survey.