Frequently Asked Questions
FAQ – Residential Internet
If the FAQ’s don’t resolve your query, please reach out to us on support@urbanfibre.ca
Why is my wifi internet slow?
The location of your router can impact the strength of your Wi-Fi signal. Here’s a great article that explains what factors might be in a weaker Wi-Fi signal: Speed up your wifi
Can I change the SSID or password of my router?
Yes, you can, It depends on the router you have. If you’re using your own personal router, you can configure it as you want. You may need to look up the instructions in the manual or online.
If you’re using an Urban provided router, you may not be able to change the Wi-Fi network name or password. It depends on the router model you have. In most of the cases, the service is batch configured and locked down before being deployed so that an optimum level of support can be provided.
My internet works on only 1 wall jack. Can I activate more?
Yes, you can. It depends on how your suite is wired. If you already have another wall jack, then our technician can activate it for you and you will have to supply a router for the installer to install.
If there are no other jacks, then we would have to install an additional one for you. A cost estimate and time required can only be determined once we have inspected your suite and its existing wiring. Do bear in mind, that the 2nd router will also need a power supply.
FAQ – Residential TV
If the FAQ’s don’t resolve your query, please reach out to us on support@urbanfibre.ca
Why is my Set-top-box buffering?
To get the best streaming, your set-top-box should be wired directly to your modem.
Why is my Remote not working?
If your set-top-box isn’t responding to your remote, and you’ve checked that the batteries have been replaced, it may be unpaired. You can pair it back by pointing your remote towards your set-top-box and pressing ‘Fn’ + ‘P’ for 30 seconds.
How do I PVR record episodes of my favourite shows?
Your Urban TV Frontline box has up to 10Gb of HD storage. This means you can record all your favourite shows! To start recording follow the steps below:
1.Go to the Main Menu
2.Select ‘PVR All”
3.Select The Channel the program is on
4.Select The program you would like to record
5.Click ‘Record Program”
How do I change my channel subscriptions?
You can change your channel package subscriptions anytime! Just give our Support Team a call at: 604-431-8531 or send in a request to: support@urbanfibre.ca
How do I pair my remote to my TV remote?
For the ease of convenience, you can pair your Frontline remote with your TV. To do so follow the instructions given in the video below: