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Need answers?

Check out some of our most frequently asked questions below.

Visit the About page to learn more about Moby.

Visit the Internet Page for more info and to view our plans

Visit the Phone Page for more info and to view our plans

Visit the TV Page for more info and to view our plans

Question

Why is fibre optic so much faster?

Answer

Fibre optic cables have a much greater bandwidth than conventional cables. This allows for longer transmission distances. Advantages of fibre optic internet include:

Faster data speeds
Reliable connections that decrease downtime
Symmetrical speeds
Cloud technology

Question

How do I know how much bandwidth is enough?

Answer

Question

My residence is already set up with fibre from another provider, but I can’t get Moby. Why not?

Answer

We are proud to be an independent fibre optic service provider, which means we design, build and manage our own infrastructure and are not dependent on any other telco. This gives us the freedom and flexibility to be able to provide no data caps, symmetrical speeds and the fastest internet in Alberta.

Question

Why don't you offer bundles?

Answer

We believe there is no one size fits all approach to Internet, TV and phone services. We all stream different content, watch different shows and play different games. We offer customized Internet, television and phone options because we believe you should only pay for what you need and there should never be any billing surprises.

Question

How do I change or cancel my services?

Answer

With no contracts, it’s easy! Please contact us at 1-844-986-MOBY or send us an email at subscribers@getmoby.com and we will send you a form to change or cancel your services.

Question

Can I expect to always get the speeds I ordered?

Answer

At Moby, we provide the uninterrupted Internet speed that you need. We do not throttle your connection or have congestion on our network that would limit your speed. If you ever experience less than optimal speeds, we are available 24/7 to help.

Question

Where is the best place for my router?

Answer

Question

How is the Internet speed measured?

Answer

Question

Can I change my Internet speeds?

Answer

Yes! Your Internet choices are customizable at any time. Just give us a call or send us an email at subscribers@getmoby.com and we would be happy to help.

Question

Is Internet the same as WiFi?

Answer

Question

Why is my Internet slower when I use older devices?

Answer

Question

Can I use my existing phone?

Answer

Yes, our home phone services are compatible with all standard home phone hardware.

Question

Can I keep my existing phone number that’s currently with another provider?

Answer

No problem. We can port over your existing phone number from any other provider.

Question

Can I order phone services without other services?

Answer

Yes. We have independent pricing for those looking for home phone service only.

Question

Can I change my phone features?

Answer

Yes! Your phone choices are customizable at any time. Just give us a call or send us an email at subscribers@getmoby.com and we would be happy to help.

Question

Do I need to purchase a base TV package, or can I just buy à la carte channels or theme packs?

Answer

The Canadian Radio-television and Telecommunications Commission (CRTC) requires every TV subscriber to purchase a minimum set of channels, which is our Little Moby base package. On top of that, we offer additional pick pack channels, theme packs and à la carte options to help you customize your TV plan.

Question

Can I order TV services without other services?

Answer

Yes, but when you order TV in combination with Internet service, your install is free.

Question

What if I want to change my TV package?

Answer

Your TV choices are customizable at any time. Just give us a call or send us an email at subscribers@getmoby.com and we would be happy to help.