Our Digital Voice services use VoIP which has certain limitations relative to the Enhanced 911 service generally available on traditional land-line phone services.
As VoIP uses the internet to deliver service to the customer, any communication failures, such as power disruptions, internet connection outages, congestion or routing issues, modification of equipment or suspension of service, may prevent dialing to emergency services including 911.
Unlike traditional phone lines and Enhanced 911 which are tied to your physical address, our VoIP services are nomadic and therefore it is important that you update your address in our customer portal if you relocate your phone adapter. It may take up to 3 days for the initial activation or any subsequent updates of your address information to fully propagate throughout the 911 systems. Customers travelling outside of Canada with their phone adapter will not have access to 911 services.
When dialing 911 through VoIP services, the call may be routed to an intermediary emergency service operator to help ascertain the caller location information. The caller should be prepared to confirm or provide their current address and phone number so the call may be transferred to the appropriate emergency services personnel. If the caller is unable to speak, the operator may assume the call is from the last registered address which is why it is critical to ensure your address information is always current.
Due to the technical differences between the 911 services, there is a possibility that a VoIP 911 call could ring busy or take longer to answer as compared to a traditional 911 call placed from a fixed location. Callers to any emergency services should stay on the line until otherwise instructed and call back immediately if disconnected.
Customers should also inform any household residents, guests or other persons who may dial 911, of the nature and limitations of VoIP 911 services. Anyone uncomfortable with these differences should have an alternate means of accessing traditional 911 services or not subscribe to a VoIP based phone service.
Our services are provided “as is” and “as available” without any warranty or conditions of any kind.
Mental health crisis and suicide prevention services
As of July 16th, 2022 a 3 digit abbreviated dialing code (9-8-8) was implemented in the United States for mental health crisis and suicide prevention services.
At this time, a three digit number such as 9-8-8, is not yet available in Canada. If you require assistance, call the toll free number 1-833-456-4566 (24/7/365), or text 45645 (available 4pm – Midnight ET), to connect with a responder.
When transferring a number it is important to note that you must not cancel your current phone provider before the transfer is 100% complete. If you cancel your service before the port is completed the transfer will fail and your number may be lost. Other errors such as an incorrect name or address will cause the transfer to fail so please double-check all information is correct.
Steps
1. Complete all of the information below
2. Confirm the details and submit the transfer request for processing
3. DO NOT CANCEL YOUR CURRENT PHONE PROVIDER BEFORE THE TRANSFER IS 100% COMPLETE
4. When you submit your phone port form, please make sure the Name and Address match the information on your phone bill, otherwise there can be delays
New! StartCare self-help mobile app, available on Google Play and the App Store.
If you’re experiencing slow speeds, excessive buffering, spotty Wi-Fi coverage, or other network issues, StartCare can help.
The app lets you run network scans from the comfort of your home, then provides you with step-by-step instructions on how to resolve any issues. It can also send real-time diagnostics and test results to our Customer Experience Team, allowing us to offer even more comprehensive support.
Let us know that you’ve already run the StartCare scan and be sure to have the key code from the right-hand corner of your screen ready to share.
What’s the difference between a modem and a router?
To get connected to the internet, you need a modem. A modem creates the connection to your internet service provider (hopefully us!).
If you want to get multiple computers, smartphones, tablets and gaming consoles online then you’ll need a router. A router connects to the modem and shares its connection, giving your devices access to the internet.
Does my installation need an on-site visit?
Most cable service transfers don’t require a visit from a technician. However, if you’re setting up a new cable internet service, then a visit from a technician is needed.
Will I get an order confirmation?
Yes. We will send you an email (and call you) within 48 hours of when you sign up to confirm that everything for your order is scheduled and lined up for your internet service activation date.
Will you call before my internet installation date?
Yes! We will call and go over the details of your order, including the time and date of your installation or transfer.
When will I get my first bill?
Since we offer a “pay-as-you-go” system, your first payment is collected when you sign up with us, which includes your installation fee (if any), your first month of service, and any equipment fees.
How do nodes work together to create a mesh network?
Mercku’s system automatically connects your devices to the nodes with the clearest nearby signal. As you move around in your home, your device can seamlessly switch back and forth between nodes, giving you the strongest signal wherever you go.
What internet plan should I get?
This depends largely on two things: how many people will be using it, and for what. A household of two people may find one of our “light” packages is perfect, while a family of four (or more) is likely going to get the most of our heavy usage internet plans.
Need help deciding? Call us toll free at 1-866-434-5888.
What does unlimited internet mean?
Unlimited internet refers to the amount of data you can download each month. Most of our internet service plans have no download limit, which means they also have no overage fees 🙂
How long does it take to switch my internet service to Start.ca?
We can generally get you up and running in 5-10 business days to switch to Start.ca, depending on what type of internet service you select and whether you’re transferring an existing service.
All packages include:
Sales & support
Our sales and support desk is here to help. You can reach us by phone, email or live chat.
No contracts
We provide our services on a month-to-month basis, no contract required. Accounts are billed on the 1st of the month for that month’s service.
Fair pricing
You can trust us to not surprise you with any unexpected fees. We believe in simple, friendly pricing.
How do I switch my internet provider?
Switching is easy. Sign up online or by phone, even before you contact your existing provider.
Sign up
Enter your address, choose a package and complete your sign up!
Say goodbye
Let your current provider know you’ve switched things up.*
Connect
On your installation or activation date, connect your Start.ca modem.
Get online!
That’s it. Time to go enjoy your new internet service!
*If it makes you feel better, you can tell them that it’s not them, it’s you.
Internet that’s friendly
We don’t like contracts. With us, you pay month-to-month and can make changes to your services whenever you need. Our friendly sales and support teams are available 24/7, so you’ll always have help when you need it.
Start.ca is a family of nearly 200 individuals based in London, Ontario, who share a common belief that telecommunications should be simple, friendly, and affordable. As our network of customers continues to grow, we are changing what internet service looks like in Ontario, one customer at a time.
Click hereto see the complete list of places to watch!
Can I pause and rewind live Start TV?
Yes, many channels allow you to pause and rewind live TV, but it depends on the content provider. We will be adding this functionality to more channels in the future.
Can I record programs and watch later with Start TV?
Yes, you can record approximately 50 hours of programming on your Start TV network PVR. You can also record multiple programs at the same time, and access your recordings from other devices inside your home.
Can I watch Start TV on my mobile device?
Yes, you can watch on your mobile devices while on your home Wi-Fi. However, some limitations may apply to certain channels. Visit this page for a complete channel listing, and what you can do with each one.
How many televisions can I connect?
You can access up to 4 streams on one Start TV account at one time. One set-top box counts as one stream (as does one tablet, one mobile phone, etc.). If you need more than 4 streams, you’ll need to sign up for an additional Start TV account. This is a Canadian Radio-television and Telecommunications Commission (CRTC) requirement.
Will I get my favourite channels with Start TV?
Yes. Our Start TV channel packages offer the channels you already know and love. Visit this page for a complete channel listing, and what you can do with each one.
How do I watch Start TV?
You can watch Start TV several ways. To watch Start TV on your television, you must rent or purchase a set-top box for each television you want to use, or you can download the Start TV app onto your mobile phone or tablet.
Why do I need to be a Start internet customer to get Start TV?
Media distributors, like Start TV, must be registered and this registration tells us exactly how we are allowed to deliver media. The media we broadcast must be sent over our own internet distribution network, which means we can only offer Start TV to people who are Start.ca internet customers. This is a requirement from Canada’s Broadcasting Act.
What is Start TV, and how is it different from other TV providers?
Start TV is the next generation of TV service. It uses your existing internet connection to deliver television programming to your home through a set-top box.
All your favourite TV channels, for less
From CNN to HGTV to HBO Canada, Start TV makes it easy to get all the channels you love. Start TV also comes loaded with smart features designed to help you get the most out of all your favourite TV programs.
*Start TV is only available to Start.ca internet customers (it’s a regulation thing). So, if you’re not already signed up, what are you waiting for?
Compatible systems and devices
You can now enjoy Start TV from popular streaming devices by simply downloading the Start TV app. You can also watch Start TV directly on your set-top box to enjoy a flexible viewing experience.
*Device must be connected to your Start.ca internet service for full Start TV access.
Amazon Fire TV
You can now watch Start TV on supported Amazon Fire TV devices, so it is easy to keep all your streaming apps in one place. Check below to see if your device is compatible.
You can now enjoy Start TV from the comfort and familiarity of Apple TV’s user-friendly interface via the Start.TV app. Check for your device compatibility below.
Watch Start TV through supported Google TV devices. You can now add the user-friendly Start TV to stream all your favourite shows, movies, sports, and more. See if your device is supported below.
Our compact set-top box delivers beautiful HD picture quality, and our Bluetooth-enabled remote control works smoothly even when the set-top box is hidden away. Built-in Wi-Fi makes setup easy, and the included HDMI cable is all you’ll need to hook it up to your TV or home theatre system.
Have channels like Sportsnet or CRAVE in your Start TV package? Download their apps, and log in using your Start TV account to enjoy things like TV, on-demand programming, and more!
The future of entertainment is here! Our innovative features give you a new way to watch TV — your way.
Watch on your devices
Download the Start TV app onto your laptop, tablet and phone, and watch on your couch, in the kitchen, or even the backyard. Enjoy Start TV wherever you’re connected to your home Wi-Fi.
There’s an app for that
In addition to Start TV you can also enjoy YouTube, and browse other apps right from your TV.
Record and watch later with PVR
Record 50 hours of programs (and record multiple programs at once). You can even access recordings from other devices in your home.
Unique recommendations
Create a user profile for everyone in the house and Start TV will recommend programming you’ll enjoy watching together.
Whether you want it all or just the basics, there’s a base package designed with you in mind. Once you’ve made your selection, you can add as many theme packs or individual channels to your package as you want.
Individual channels
Looking for a specific channel? Start TV makes it easy to order individual stations that might not be included in your package.
Personalize your Start TV experience by adding some of our tailored theme packs or other add-ons. There’s something for everyone!
Add-ons
Theme Packs
Log in to popular apps with your Start TV account.
Have channels like Sportsnet, or CRAVE in your Start TV package? Download their apps, and log in using your Start TV account to enjoy things like TV, on-demand programming, and more!
We’re here to answer your questions.
Check out our frequently asked questions and contact us if you still need help.
Get on the TV insiders’ list
Stay up to date with all the latest on Start TV. Sign up to our mailing list.
Enter the country code & the first 6 digits of the phone number.
Why enter a phone number?
By entering the country code and the first 6 digits of the phone number, our system can identify the per-minute rate for international calls to any destination. This rate calculation takes into account many factors such as the country, carrier, and area. We do not record this information.
Charges may apply for toll, special services and calls outside of your plans calling area.
Our Digital Home Phone plans are for residential use and subject to a fair-use policy of 3,000 minutes per month.
How do voicemails work?
Voicemails are stored as MP3 files with a limit of 160 minutes of space. Voicemails can be accessed through a remote service, delivered directly to your email inbox, or both. Voicemails older than one year will be automatically removed from the system.
Will I lose my Digital Home Phone connection if the hydro goes out?
If the hydro goes out, unfortunately yes, you will lose your Digital Home Phone connection. Unlike some landlines which pull power from the telephone wiring, Digital Home Phone does require a power source.
Do you need to have Start.ca internet to sign up for Digital Home Phone?
The short answer is nope, you can sign up for Digital Home Phone with no need for Start.ca internet service. That being said, we do highly recommend that you take a look at our awesome internet packages anyway.
What is Digital Home Phone?
Digital Home Phone works pretty much the same as a landline, except instead of relying on phone wiring, it allows you to chat with your friends and family through your internet connection. VoIP or Voice over Internet Protocol technology works by transferring audio signals into digital signals and vice versa.
All packages include the following features you’d typically have to pay an arm or a leg for:
Call display – See who’s calling
Call forwarding – Pass it on or take a call on the go
Call waiting – We get it, you’re popular
Three-way calling – 3 is not always a crowd
Voicemail – You can even get recordings forwarded to your email
Digital Home Phone Packages
Choose from 3 affordable plan options that can help you stay in touch with friends and family, no matter where they may be.
Why go with Start.ca Digital Home Phone?
Why not get all the benefits of a traditional home phone, and then some, all for less money?
Keep your number
Transfer your current number over to our service at no extra charge. Just be sure not to cancel your existing service before contacting us!
New tech, same phone
Most standard corded or cordless home phone sets will work with our digital adapter, so switching over is super easy.
Real savings
Save up to $30/month or more compared to equivalent landline plans. You can start a vacation fund with those savings!
No contracts
You like your freedom. We get that. That’s why all of our services are charged on a month-to-month basis. No contract required.
24/7 support
If you ever experience an issue with your service, our Customer Experience Group is available to help you out 24/7/365.
Work from home
Tired of charging your cell phone 3 times a day due to work calls? Digital Home Phone may just be the solution to your low-battery blues.
Emergency 911
The emergency 911 service provided with our Digital Home Phone plans differ in a number of ways from the traditional 911 service available with most traditional phone lines. For more information about the differences and limitations please see www.start.ca/services/digital-phone/about911
We’re here to answer your questions.
Check out our frequently asked questions and contact us if you still need help.
Internet that’s friendly
With plans starting at just $39/month, it’s easy to see what people are smiling about.
