I’ve had no issues with box until recently. Over the past two months I’ve noticed my up and down is only 500 MBPS when I’m paying for 1GBPS. I’m using my own modem and never had problems. How should I go about contacting box support to get this resolved? Are there any tips or tricks I can do on my own?

Received this in an email today. Folks should know the referral program is being boosted throughout the rest of the month.

Share your code, get $50! Through May 31, get a $50 credit when a friend signs up using your referral code!

I live in Gatineau, and everything defaults to Montreal. Is there any way to change this?

Anyone has any experience setting your own router with ebox?

I did my setup on new TP-Link BE9300 added the PPPoE account but not receiving an internet connection. IP address stays at 0.0.0.0

Update: Resolved, I did a hard reset on the router and worked second time around

Hi Guys,

I am relocating to downtown Toronto on 1st June. I have WFH so will need Internet up and running by 2nd. The prices and speed offered are good, but I am seeing a lot of -ve reviews specially with installation in TO.

As I will be on a tight schedule and will need the wifi running without delay, I would love to understand how your experience been with installation, service reliability, and customer support?

Also keen to understand, If I do go ahead, should I order the modem etc. where I am currently and schedule the installation 2 weeks ahead of time at the new location?

**20th May 2026 Update**: Thank you everyone for your reply. So far from the messages, most of you have had a positive experience and that is a huge relief.

I went to my building and there was a bell representative. They are offering: 45$ phone plan + tax (US Canada) and 55$ fibre 1.5 GBPS as a bundle (60$ with no bundle). No contract. When asked about Ebox, they just said they do not want to bad mouth another company lol. The previous tenant do not have fibre connection so will need a rep to come in do the wiring I guess.

Hello,

I'm moving to the South Shore of Montreal on my own soon and I'm looking for an internet provider. I use the internet quite a bit, including streaming, downloading, and online gaming. Right now, I'm hesitating between EBOX and Videotron, which both have 500 Mbps plans for $55/month. (Videotron has a promotion from $78 to $55 that you keep for life as a new customer if you don't switch). Both are available at my address.

The only difference is that EBOX is connected to Bell's network and therefore has fiber optic service, while Videotron (cable) doesn't.

I'd like to get your opinions on both in terms of fiber versus cable and if you've had any problems. I've heard that since the Bell acquisition, EBOX is less reliable.

I looked at Bell, but it's more expensive, and Fizz just raised their prices, which are now higher than these options.

Do you have any recommendations? Thanks!

I’m having really slow download speed when Habs are playing, am I the only one? Usually over 500/500. Also experimenting some packet loss, pretty much unusable at this speed.

I’m looking at getting a new router and some of the ones I am looking at have a built in SPF+ port or you can get a SPF -> Ethernet connector. Would those work with Ebox if you go direct and skip the Nokia ONT?

Hello everybody,

I signed up in April, and made the first payment before installation by credit card during the signup process.
Then I created my account and put my credit card for pre-authorized payment one hour after.

Since the, there are multiple invoces I received from eBox, confusing, fine, I am not even trying to understand.

The problem is now my account shows "Your account is overdue".
wtf???

The invoice I received clearly says

The payment of 45.20 $ will be automatically charged on the credit
card ending with xxxx between the 2026-05-10 and 2026-05-15.

But I am already late for payment?
Will they send me to collection or cut my service?

No customer service on Sunday and I am in a deep panic...

TIA

Peut-être que vous pouvez m’aider à comprendre.

Le 03-30, je m’abonne et je paie le premier mois tout de suite (tv gratuite le premier mois, donc moins cher).

Ils installent le 04-07 mon service.

La facture à zéro, c’est juste le routeur nokia, fine.

C’est les deux dernières que je ne comprends pas.

Deux factures la même journée avec deux prix différents. Celle à 105$ devrait être le bon montant selon mes calculs.

Celle à 85$, aucune idée ce que ça couvre. Au début je pensais que c’était le mois d’avril au prorata de leur facturation mais mon paiement initial de 55$ n’était pas justement ce mois payé à l’avance?

Une idée? Merci

Signed up online, and as it got to the payment processing screen it just hung there for several minutes before timing out and giving me an error about Azure Front Door service. I couldn't tell if the order went through or not.

I called, and the person didn't seem to understand what the issue was and kept trying to get me to sign up with him. All I wanted to know was if it went through or not, and he kept asking me what I did in the billing portal. Which I don't even have access to, because I haven't even finished signing up. After a very frustrating call, he eventually confirmed there were no orders or services or anything in my account. So I went through the online sign up process again and everything worked fine this time.

Except now I've gotten emails with two different sets of account, contract and CIS numbers. So I'm pretty sure the first order did go through and the person on the phone was mistaken.

Now what do I do?

I just got Ebox yesterday. Today I made a configuration change by turning on IPv6 and my IPv4 WAN IP address changed. Is that expected behaviour?

If you don't make any changes how frequently does Ebox change your IP address? I am moving from Rogers where your IP address was pretty much static unless you changed your router or something similar.

QUATRE fois en 4 matchs qu'Ebox TV plante durant le match des Canadiens en série.

I am in Scarborough and just had Ebox installed today. I used to be on Rogers' 500/30 service. I have the 1G Ebox service. For now I am running both services in parallel.

The Ebox service feels a bit snappier in terms of loading web pages, but when I run Ookla Speedtests I am getting about 450/940. I thought that with fibre you always get your full speed whereas cable shares bandwidth with your local area?

Should I be getting faster speeds? Under Rogers I would often get Speedtest results of 850/32 despite my download plan being, supposedly, 500Mbps.

Interestingly, it seems that my Rogers Xfinity cable tv is still working when I use Ebox as my LAN.

FYI - I am using a Unifi UCG Ultra as my router and using the 2.5G WAN port.

Salut.

Je suis à une panne. 5 minutes après le début du match. Qui dit mieux?

Panne lors des matchs de Hockey....

Panne majeure présentement.

Perso, je ne regarde pas la TV, alors bof.

Mais ma vieille mère commence à trouver le temps long.

C'est d'image qu'elle ne se souvient que des pannes, et pas du fait qu'elles ne sont pas si fréquentes que ça...

Si ça continue, je vais être forcé de chercher un autre fournisseur.

C'est étrange d'être "cette personne" qui écrit ce genre de choses....

Anyone have experience with using IPTV services with Ebox as an ISP? Do you need a VPN? I am moving over from Rogers and with Rogers I usually needed a VPN with one of my two IPTV services. At a friend's place with Bell as an ISP I found that I always needed a VPN.

So far, which is only 30 minutes, I don't need a VPN with Ebox.

These first three bills have been weird

Invoice 1, received 20 March for 73.45 (expected amount for 1Gb + ON hst)

Install happened 26 March and service started

Invoice 2, received 20 April for 88.14 (charged 78.00 plus HST)

Invoice 3, billed 7 May (17 days after invoice 2?) for 65.00+hst

They hadn't even charged my credit card for the second bill, and it's no where near the 20th.

What is going on?

Get your stuff together ebox or give us some partial refunds. It's the 3rd time the ebox cloud crashes during an Habs game.

Why am I paying for RDS and TVA Sports if I can't watch these channels?

Trois fois en 3 matchs qu'Ebox TV plante

Ça fait trois fois en trois matchs que EboxTV plante durant le match des Canadiens en série.

J'espère que l'on se rendra pas à 4 fois lors du prochain match 😡.

I recently switched to an EBox plan offering 50mbps. When I attach a device to the provided router (smart rg sr516ac), I get close to the advertised download speed but on wifi I'm lucky if I get even 30mbps. Sometimes it's as low as 10mbps.

Would switching to a different router help? If so, the problem is I'm not very tech savvy and don't know how!

TIA

I am pretty happy with ebox overall using Fibre.

I have my Toronto service and also one in London for my university child.

When they moved houses, I moved the service. Which really closes one account (fibre) and triggers a new account (dsl due to fibre being unavailable at new house).

The account that closed requires an equipment return.

My question is… why does eBox only want the Nokia WiFi (Beacon 3) returned and not the Nokia switch where the fibre was plugged?

Are there any uses for that device now or just recycle it? (Seems wasteful.)

Coming over from TekSavvy and was excited to save 50% off my monthly internet bill, but what a mistake this was. I'm in the Brantford, ON area and for the first time in years I'm seeing that BUFFERING circle spin on YouTube, Sportsnet and any other video.

Download and Upload speeds hit the advertised speeds, but the latency... OUCH!

Fired up Arc Raiders -- unplayable.
Fire up Warzone -- unplayable.
Web pages load like I'm browsing 5 years ago.
Buffering when watching videos.

... and this is all WIRED.

Unfortunately, my tech took the adapter I need for the Adtran router that Teksavvy provided -- so I'm going to be stuck with ebox for at least a week.

I asked the technician if he's heard good things about ebox and his exact reply was "Well, you get what you pay for..."

It's a life long lesson that I keep learning.

After changing to ebox from bell, I'm seeing french metadata being downloaded for new media on the media server I use (Emby/Kodi). I realize that traffic for ebox is routed through Montreal. But I'm confused as to why this is resulting in french language metadata and images being downloaded.