Sign Up FAQ

The most common questions regarding signing up with goZoom

Q: How do I pay ?

A: Installs can be paid by cash or cheque. Monthly fees are paid by EFT ('void cheque'). We do not accept credit cards

Q: Is there a contract ?

A: No. We do not bind our customers to contracts

Q: Is there a discount if I sign a contract ?

A: No. We do not bind our customers to contracts

Q: If there's no contract then how do I know the monthly fee isn't going to just keep increasing ?

A: The past can't predict the future but goZoom's prices have not increased in 5 years. Besides if they do increase and we're no longer competitive you're able to change ISP's: remember there's no contract. The HST in July 2010 WILL increase the total price our customers pay due to the additional Tax.

Q: But why aren't there contracts ?

A: The owners of goZoom would never sign a contract for a service such as this - how can they force their customers to do so ?

Q: What's the cancellation policy/fee ?

A: Our cancellation policy is 30 days notice, and the account must be in good standing.

Q: Do you have a 'winter' or 'vacation' plan ?

A: That's a bit complicated.

If the customer is on Fixed Wireless Service then we have an option of 'off for 4, on for 8' - so your service is suspended for 4 months a year and you pay regular rate the remaining 8 months

If the customer is on DSL Service then there is no 'winter' or 'vacation' plan. The service is turned off and disconnected for the period of the 'vacation'. There is a $49 'resume' fee applicable to DSL only

Q: Why do DSL users have to pay extra ?

A: Because goZoom must pay the incumbent Telco to use the telephone lines to deliver the service to your location even if it's not being used. It also costs us over $50 to have the service re/installed at your location

Q: Do I own my equipment ?

A: For DSL Yes, for Fixed Wireless No.

Q: So why is the Wireless so expensive to install if I don't own it ?

A: Just the Wireless radios themselves cost goZoom more than the amount of a Standard installation (Standard LOS = $299. Standard NLOS = $499), and that doesn't count in the amount of labour that's required to connect a single Wireless Customer nor any of the other expenses associated with that work.

As well, if the customer owned the equipment then they would be required to fix it if it breaks, and they'd be without service while they shipped it to the Warranty depot and waited for it's return or replacement (which is typically 6 to 10 weeks). Since goZoom owns the gear a damaged radio is replaced from spares in our stock and We look after the headaches of Warranty, customs, etc.

The equipment is complex and proper configuration takes a significant amount of experience - if the customer owned the gear we would not have complete control and the overall performance of the network would be compromised.

It takes us more than 6 months just to break even on the cost of installing a Fixed Wireless customer and we don't bind you to a contract, so if the installs were cheap like the Contract Based companies there would be no business case to sustain goZoom

Q: Speaking of sustainable how do I know you're not going to just take my money and run ?

A: The customer doesn't pay until the installation is completed and proven to be working, and we pride ourselves on happy customers - we don't just pocket the cash and ignore you - after all there's a reason why we continue to grow and retain customers year after year without contracts

Q: So if your Fixed Wireless is more expensive why wouldn't I just get a "stick"

A: You can do that - they are cheaper to 'purchase' since it is a very simple piece of hardware and the end Customer is fully responsible if the Stick service is poor or slow. They are, however, very expensive to use on a daily basis and the cheaper purchase price disappears REALLY quickly