Getting started with EBOX

Welcome to ebox!

Here are the steps in processing your fibre internet order

• 1

  Order confirmation

  Within 3 business days of your order, we'll send you an email to confirm the details. If you haven't received it, check your junk mail folder (and add noreply@ebox.ca to your contacts so you don't miss future emails).

• 2

  Start of processing

  We'll first make sure everything is in order and try to get an installation appointment that best matches your preference.

• 3

  Equipment delivery

  We'll ship your equipment by mail a few days after your order. We'll send you an email and a text message with the tracking number once the equipment has shipped. Keep the equipment in a safe place until the technician's visit.

• 4

  Installation confirmation

  As soon as your appointment is confirmed, we'll send you an email and a text message confirming the date and time window for your Internet service installation.

• 5

  Fibre installation

  A technician will come to your home to install the service on the confirmed date and will bring the optical network terminal.

  Important details for installation day:

  • If you're a tenant, it's important to obtain your landlord's written consent.
  • Installation can take up to 4 hours. Only once on-site can the technician assess the scope of work required.
  • The technician may call to confirm your address, so keep your phone nearby. If you don't answer the call, the technician won't proceed with the installation.
  • If you live in an apartment, make sure the electrical room is accessible.
  • An adult aged 18 or older must be present for the entire duration of the installation.
  • Make sure access to the yard is clear (gate unlocked, area cleared of snow).

  

  Service activation

  The technician will install the fibre up to your home. They will also need access inside your home to complete the installation and activate the Fibre terminal.

  

  Start using the service

  Once the technician has confirmed the installation is complete, follow the router setup guide included in the equipment box to connect your router and devices to your new Wi-Fi network, or check out the How to connect my equipment.

NOTE: The Wi-Fi network password is printed on the bottom of the router.