A: Cloudwifi has installed a high-speed wireless (Wi-Fi) Internet network throughout your residence. You will be able to connect multiple computers and devices to this wireless network – not only within your unit, but across the entire building as well.

A: Getting online is easy and in many buildings, no password is even required – simply connect your computer, phone, tablet, media box, Smart TV, video game system, etc. to the Cloudwifi wireless network with the strongest signal in your unit and surf away! Once connected, your PC and other devices should remember this network and re-connect automatically the next time you’re in the same area of the building. The network without a password should be your default network because it represents the highest security levels, ensuring you stay safe from others on the network. Keep reading to learn more about the security measures taken on the network.

Note: In the event your building also has a password-protected network with “-P” at the end of the name, it is not recommended to use this network as your default connection. More on the security implications for this alternative network later….

A: That’s a great assumption because it would be true in a typical network, but it couldn’t be farther from the truth in this case. In fact, this will likely be the most secure network you have ever connected to! Of course you would never think of not putting a password on your home router as that would pose a big security risk: neighbours could get onto your network, use your Internet, and gain access to your computers and files! However, the setup in a building-wide Wi-Fi system like this one is very different. For instance, if we were to put a password on the network and give everyone the password to the network, it’s no different than if there simply wasn’t a password to begin with. Therefore, in most buildings, we’ve made it as easy as possible for everyone to get online – no password required! However, since the safety of the network and the residents is our highest priority, we’ve taken extra security precautions. We have added a firewall on the network called Wireless Device Isolation to keep residents safe from each other! This provides significantly higher security than what a simple password would provide.

A: To keep you safe and prevent other people on the network from being able to gain access to your devices and your private information, by default Cloudwifi has enabled a firewall setting known as Wireless Device Isolation on the network. With this setting enabled, no computer or other device that is connected to the network is able to access any other computers or devices that are connected to that same network. In simpler terms, what this means is that it isn’t possible for someone else in your building to gain access to your devices or files through the network. In essence, each device is being isolated on the network, thus the name. This setting is used as a very high method of security so that residents like yourself can enjoy all the benefits of an Internet connection without having to worry about being hacked or compromised by others on the network.

This high security feature can impact a small number of devices where device-to-device communication through the Wi-Fi may be required, such as a wireless printer or Chromecast. If you require device-to-device communication to be enabled in your unit, please read the next question and contact our Technical Support Team to request the addition of a Non-Isolated Network, or the password to this network in the event your unit already has one setup. There is no charge to add or use this secondary network, but please be aware when connecting to a network without Device Isolation, you will not have the same high level of security as the default network since this Non-Isolated network is only protected by a password.

A: You can, but please be aware that the security on this network is not as strong as it is on the default network. The password-protected network is designed specifically for situations where device-to-device communication is required, such as when you want to use a wireless printer or Chromecast, or when you want to setup a Google Home or Alexa. This network will have the same levels of security as you would find on an Internet connection from the big cable and phone companies – meaning, anyone who has been given the password to, or has the ability to hack your password, can theoretically gain access to your devices on this Wi-Fi network. Therefore, it is strongly suggested NOT to use the “-P” network as your default network, and if decide to use it at all, be very careful of how you use it and who you give the password to. To request the password to this network, please contact our Technical Support Team.

A: Cloudwifi does not restrict or filter or throttle the Internet whatsoever. Keep in mind, as with all Internet Service Providers, users of our network are responsible for their actions online and are expected to be aware of and comply with applicable provincial and federal laws. Your use of Cloudwifi’s service may only be for lawful purposes. Transmission of any material in violation of any applicable law or regulation is prohibited. This includes, but is not limited to, transmitting data which is: threatening, obscene or defamatory; which belongs to a third party and is protected by copyright, trade secret, patent, or other intellectual property laws; or violate. For further details on the acceptable use and unacceptable misuse of Internet services, you can read Cloudwifi’s Acceptable Use Policy found here.

A: In buildings where wiring permits, the option may also exist to plug your computer/device into an ethernet port on the wall. However, in other buildings, the wiring behind the walls does not allow for wired access. In our wireless-only buildings, if you have an older computer that isn’t already equipped with Wi-Fi capabilities, you can buy a wireless adapter that plugs into the USB port. USB network adapters can be found at any electronics store. Click here for an example of some adapters available from Canada Computers. Make sure the adapter is certified and compatible with the operating system of your computer (eg. Windows, Mac, Android). Once you’ve installed a wireless adapter and the drivers that allow it to operate, your computer should be able to automatically discover wireless networks and give you the ability to quickly and easily connect to them.

A: Absolutely! Doing your online banking over the default network is even more secure than doing it on your typical home Internet connection. That’s because most home Internet connections have simply a password as the only method of security, and there are many people with the ability to hack a password. On the default network, however, there is Wireless Device Isolation, which is a far stronger method of security than a password as we’ve described above, and one that cannot be hacked.

No, please don’t think that. Although Cloudwifi puts security measures in place on the default network to protect you from others in your building, you are still responsible for ensuring you stay safe while on the Internet, and you should continue taking the same security precautions that you normally would when online. Although there are so many great things that can be found in the digital world, there are also scams, viruses, and malicious individuals to watch out for on the Internet. With a little education, it’s easy to avoid the pitfalls. This means creating strong passwords for websites you frequent and changing them regularly, avoiding “phishing” scams, having anti-virus, protecting yourself on social networks, and backing up your data are some of the common ways of protecting yourself while online.

A: Unlike other Internet companies who publish “Up To” speeds, Cloudwifi doesn’t participate in the “Up To” marketing game. We don’t like to publish speeds when dealing with wireless Internet because it would be inaccurate and misleading. This is because all wireless service performance is influenced by several factors that will have an effect on the speed of an end user’s device:

• The user’s device itself may not be capable of transmitting and receiving the information at full package speed. Different devices have different performance characteristics. For example, an iPhone or other smartphone is not going to be able to download data at the same speed as the latest and greatest desktop computer.
• We are surrounded by electrical devices that emit electronic signals that cause interference to wireless networks, for example; microwaves, televisions and other wireless networks all have the potential to cause signal interference.
• The building and the contents of the building are all potential obstructions to the wireless signal.
• It is a shared service, so the use of the network from others in the same unit or building can effect the Wi-Fi speed that a user receives.
• Different Wi-Fi frequencies have very different speed capabilities; for example, connecting to the Wi-Fi network with the 5 GHz frequency can result in significantly faster speeds than connecting to the same network with the 2.4 GHz frequency.
• Your location within a floor and your distance from an access point will have an impact on the speed of the wireless network. You will likely even find different speeds being possible from different rooms within your unit.

A: Yes. The factors listed above mean that depending on these external influences, the speed may change at different times, from different locations, and on different devices.

A: As a general rule, desktops and laptops will be capable of faster speeds than mobile devices, such as phones and tablets. The device type is just one of the many factors that can have an influence on speed. Another big factor is how you connect to the network: a wired connection will almost always outperform Wi-Fi, so if you have the ability to plug your device in using an ethernet cable, we recommend doing that. Wi-Fi is super convenient we all realize, but connecting using a wire is always best for performance!

A: Potentially, yes. As with any Internet services, this wireless network is also a shared network, meaning the number of people that are using it at any given time is a factor that can have an impact on speeds. However, Cloudwifi has taken measures to minimize the impact during peak times, including allocating a higher-than-normal amount of capacity to our student residence buildings as well as deploying a scalable network at most of the buildings we service, which allows us to dynamically increase capacity as the consumption of bandwidth increases.

Wireless network design in a shared multi-user environment, such as a student residence, is a careful balancing act. Too few Wireless Access Points and the network is too congested at peak times. Too many Access Points and they start to interfere with each other resulting in slower speeds and poor performance. Cloudwifi’s engineers give careful consideration to the network design in the buildings we service in order to maximize performance.

A: At its simplest, the fault threshold for Cloudwifi’s wireless network is when the service is causing problems for the end user. If a user is experiencing slow speeds, high latency, or drops in connectivity, it could be a symptom of poor signal levels on their device. If your Wi-Fi is not working well, please contact our Technical Support Team and they will work with you to identify and troubleshoot the issue. At the end of the day, our goal is to ensure happy staff and residents of the buildings we service. If you aren’t happy at any time, our Technical Support Team is available 24×7 to discuss any concerns you may have, and they can run through a diagnostics process with you to try and determine any causes of poor performance. We will work closely with all users who report speed or other issues to determine the cause of the problem and do our best to resolve it – that may also include sending a technician to your building or unit.

A: There are three ways to reach Cloudwifi’s Technical Support Team:

1. Email via support@cloudwifi.ca
2. Text message (SMS) to 226-210-0200
3. Phone 519-957-1942, 647-560-1500, or toll-free phone 1-855-955-9434, choose option 2 at the main menu.
4. Live Chat (click the “Chat” button at the bottom right portion of this page)