Electricity, Natural Gas, Solar Energy & Internet FAQs
Electricity, Natural Gas, Solar Energy & Internet FAQs
Energy
Electricity & Natural Gas
Asking for a Prudential Security Payment that pays a 5% per annum return to the customer is one mechanism we are using to cover this cost and risk on an incremental basis. Your investment in our prudential account allows us to keep our rates lower and continues to save you money on your energy bill. The interest is credited to your monthly bill and the Prudential Security Payment is fully refundable should you choose another Energy Marketer for your energy needs.
Some conditions apply: The minimum amount that must be maintained on deposit will be the equivalent to twice the average monthly electricity bill and is based on the rate chosen. The amount of the prudential must be debited from your bank account prior to enrollment. If we do not receive your normal monthly payment for energy consumed by the due date indicated on the bill, we reserve the right to apply the funds from the prudential toward the outstanding billed amount and may de-enroll your site.
By law, the local utility company is not allowed to provide different care levels to customers who have chosen an alternate supplier. You will continue to receive the same level of delivery quality, emergency response and meter reading from your current local utility. If, for some reason, an energy marketer decided to abruptly end its services, then that company's customers would automatically be enrolled with the regulated rate provider.
If you have a power outage or other energy related emergency, please call the local utility company for your area (ATCO Electric, ENMAX, EPCOR, FORTIS Alberta, ATCO Gas, etc.)
You can find contact information for these providers on our Contact page in the Power Outages section.
Contact numbers for the utility may also be found on your current bill.
Solar Energy
The Solar Club is a unique loyalty program designed specifically for small solar micro-generators! Earn a premium on your solar electricity and help further green Alberta's electricity grid.
To qualify for all of benefits included in this solar club package, you must be a micro-generator in Alberta and make a donation to your local foodbank. To join, simply sign up with the Solar Club and select one of the exclusive Solar Club electricity rates.
General Energy Questions
Our new Pick-a-Date program gives customers the ability to pick the date payment for their monthly invoices are withdrawn from their account. All electricity and natural gas customers can choose any day of the month (1st – 28th) or the last day of the month for their payment date (some conditions apply). If you are interested in taking advantage of this new program, contact our Customer Care team and they will help get you set up.
Internet
A cable connection runs through coaxial cabling. You are not required to have active cable television service in your home to receive cable internet service. Cable internet is a shared service, which means that the line running into your home is a branch of a larger trunk, which also feeds into your neighbour’s homes. If the trunk is not wide enough to feed all of the users in your area, you may notice some congestion which leads to slower speeds when everyone is using the service at one time.
A DSL connection requires an active phone line. If you do not have an active traditional home phone service at home, we will set up what is called a “dry loop”, which acts as an active “ghost” phone line. DSL connection is a dedicated line, meaning it is yours and only yours. Your bandwidth will not be affected by other users in the area, but it is very dependent on the quality of infrastructure and your distance from the nearest Central Office where the service connects to the outside world. The quality of infrastructure and your distance from a Central Office will determine what speeds your home is eligible for.
Finding the right speed for your household depends on your internet usage habits. Speeds of 25 Mbps or above will support most online activity, such as HD streaming, online gaming, web browsing, and downloading music. Internet speeds of 100 Mbps and over are often chosen by those who want their internet connection to support multiple devices and users at once. To learn more about internet speeds, visit our Understanding Internet Speeds page.
All Q Wave customers are required to purchase or rent a Q Wave modem. We provide the option to rent/purchase either a standalone modem (if you do not need a router or would like to supply your own) or a modem-router combination device.
Cable: Yes. Cable Internet customers will be charged a one-time activation fee of $50. Additionally, all of our Internet plans require that you rent or purchase a Q Wave modem. Cable modem prices are listed below. You will also be charged $13 to have the modem shipped to your home.
DSL: Yes. DSL Internet customers will be charged a one-time activation fee of $70.56. If you do not have a telephone land line with TELUS, what is called a “Dry Loop” would need to be installed ($37.23) and inside wiring by a technician would be required in your home ($100). If you do have a telephone land line with TELUS, the dry loop and inside wiring fees would not apply. Monthly ILEC Surcharge (Rate Band) is charged to all DSL customers. Total cost of monthly ILEC Surcharge is location dependant. Contact our team to find our which Rate Band you fall under. Additionally, all of our Internet plans require that you rent or purchase a Q Wave modem. DSL modem prices are listed below. You will also be charged $13 to have the modem shipped to your home. 
When setting up your system, avoid placing your router close to metal objects and appliances that emit electromagnetic waves and try to place it roughly in the center of your home.
Step 1: Don't panic.
Step 2: If you have cable internet, check to see if Shaw is currently experiencing an outage by clicking here. If you have DSL internet, check to see if Telus is currently experiencing an outage by clicking here. If there is a current outage in your area, unfortunately all we can do it wait for the outage to be resolved by either Shaw or Telus.
Step 3: Try unplugging your internet modem from its power source for 30 seconds and then plugging it in again. Allow your modem to reboot, this could take as long as 10 minutes.
Step 4: If there isn't a current outage in your area and restarting your internet modem didn't fix the issue, Contact Us and one of our friendly, local customer care team members would be happy to help.
Energy
Electricity & Natural Gas
Asking for a Prudential Security Payment that pays a 5% per annum return to the customer is one mechanism we are using to cover this cost and risk on an incremental basis. Your investment in our prudential account allows us to keep our rates lower and continues to save you money on your energy bill. The interest is credited to your monthly bill and the Prudential Security Payment is fully refundable should you choose another Energy Marketer for your energy needs.
Some conditions apply: The minimum amount that must be maintained on deposit will be the equivalent to twice the average monthly electricity bill and is based on the rate chosen. The amount of the prudential must be debited from your bank account prior to enrollment. If we do not receive your normal monthly payment for energy consumed by the due date indicated on the bill, we reserve the right to apply the funds from the prudential toward the outstanding billed amount and may de-enroll your site.
By law, the local utility company is not allowed to provide different care levels to customers who have chosen an alternate supplier. You will continue to receive the same level of delivery quality, emergency response and meter reading from your current local utility. If, for some reason, an energy marketer decided to abruptly end its services, then that company's customers would automatically be enrolled with the regulated rate provider.
If you have a power outage or other energy related emergency, please call the local utility company for your area (ATCO Electric, ENMAX, EPCOR, FORTIS Alberta, ATCO Gas, etc.)
You can find contact information for these providers on our Contact page in the Power Outages section.
Contact numbers for the utility may also be found on your current bill.
Solar Energy
The Solar Club is a unique loyalty program designed specifically for small solar micro-generators! Earn a premium on your solar electricity and help further green Alberta's electricity grid.
To qualify for all of benefits included in this solar club package, you must be a micro-generator in Alberta and make a donation to your local foodbank. To join, simply sign up with the Solar Club and select one of the exclusive Solar Club electricity rates.
General Energy Questions
Pre-authorized debit from a chequing account is our only direct method of payment. This charge will appear on your bank statement as UTILNET-****-EL / UTILNET-****-NG.
We also offer customers the option to submit pre-payments for their account using the Paytm Canada App. With Paytm, you earn rewards for your bill payments and can choose how you want to pay: credit card, bank account or cash. Earn points faster by topping up your Alberta Utility Source account every month.
Visit our Credit Card Pre-Payment page to learn more about using Paytm to make pre-payments on your account.
Our new Pick-a-Date program gives customers the ability to pick the date payment for their monthly invoices are withdrawn from their account. All electricity and natural gas customers can choose any day of the month (1st – 28th) or the last day of the month for their payment date (some conditions apply). If you are interested in taking advantage of this new program, contact our Customer Care team and they will help get you set up.
Internet
A cable connection runs through coaxial cabling. You are not required to have active cable television service in your home to receive cable internet service. Cable internet is a shared service, which means that the line running into your home is a branch of a larger trunk, which also feeds into your neighbour’s homes. If the trunk is not wide enough to feed all of the users in your area, you may notice some congestion which leads to slower speeds when everyone is using the service at one time.
A DSL connection requires an active phone line. If you do not have an active traditional home phone service at home, we will set up what is called a “dry loop”, which acts as an active “ghost” phone line. DSL connection is a dedicated line, meaning it is yours and only yours. Your bandwidth will not be affected by other users in the area, but it is very dependent on the quality of infrastructure and your distance from the nearest Central Office where the service connects to the outside world. The quality of infrastructure and your distance from a Central Office will determine what speeds your home is eligible for.
Finding the right speed for your household depends on your internet usage habits. Speeds of 25 Mbps or above will support most online activity, such as HD streaming, online gaming, web browsing, and downloading music. Internet speeds of 100 Mbps and over are often chosen by those who want their internet connection to support multiple devices and users at once. To learn more about internet speeds, visit our Understanding Internet Speeds page.
All Q Wave customers are required to purchase or rent a Q Wave modem. We provide the option to rent/purchase either a standalone modem (if you do not need a router or would like to supply your own) or a modem-router combination device.
Cable: Yes. Cable Internet customers will be charged a one-time activation fee of $50. Additionally, all of our Internet plans require that you rent or purchase a Q Wave modem. Cable modem prices are listed below. You will also be charged $13 to have the modem shipped to your home.
DSL: Yes. DSL Internet customers will be charged a one-time activation fee of $70.56. If you do not have a telephone land line with TELUS, what is called a “Dry Loop” would need to be installed ($37.23) and inside wiring by a technician would be required in your home ($100). If you do have a telephone land line with TELUS, the dry loop and inside wiring fees would not apply. Monthly ILEC Surcharge (Rate Band) is charged to all DSL customers. Total cost of monthly ILEC Surcharge is location dependant. Contact our team to find our which Rate Band you fall under. Additionally, all of our Internet plans require that you rent or purchase a Q Wave modem. DSL modem prices are listed below. You will also be charged $13 to have the modem shipped to your home.
When setting up your system, avoid placing your router close to metal objects and appliances that emit electromagnetic waves and try to place it roughly in the center of your home.
Step 1: Don't panic.
Step 2: If you have cable internet, check to see if Shaw is currently experiencing an outage by clicking here. If you have DSL internet, check to see if Telus is currently experiencing an outage by clicking here. If there is a current outage in your area, unfortunately all we can do it wait for the outage to be resolved by either Shaw or Telus.
Step 3: Try unplugging your internet modem from its power source for 30 seconds and then plugging it in again. Allow your modem to reboot, this could take as long as 10 minutes.
Step 4: If there isn't a current outage in your area and restarting your internet modem didn't fix the issue, Contact Us and one of our friendly, local customer care team members would be happy to help.
Pre-authorized debit from a chequing account is our only direct method of payment. This charge will appear on your bank statement as UTILNET-****-EL / UTILNET-****-NG.
We also offer customers the option to submit pre-payments for their account using the Paytm Canada App. With Paytm, you earn rewards for your bill payments and can choose how you want to pay: credit card, bank account or cash. Earn points faster by topping up your Alberta Utility Source account every month.
Visit our Credit Card Pre-Payment page to learn more about using Paytm to make pre-payments on your account.
Energy
Electricity & Natural Gas
Asking for a Prudential Security Payment that pays a 5% per annum return to the customer is one mechanism we are using to cover this cost and risk on an incremental basis. Your investment in our prudential account allows us to keep our rates lower and continues to save you money on your energy bill. The interest is credited to your monthly bill and the Prudential Security Payment is fully refundable should you choose another Energy Marketer for your energy needs.
Some conditions apply: The minimum amount that must be maintained on deposit will be the equivalent to twice the average monthly electricity bill and is based on the rate chosen. The amount of the prudential must be debited from your bank account prior to enrollment. If we do not receive your normal monthly payment for energy consumed by the due date indicated on the bill, we reserve the right to apply the funds from the prudential toward the outstanding billed amount and may de-enroll your site.
By law, the local utility company is not allowed to provide different care levels to customers who have chosen an alternate supplier. You will continue to receive the same level of delivery quality, emergency response and meter reading from your current local utility. If, for some reason, an energy marketer decided to abruptly end its services, then that company's customers would automatically be enrolled with the regulated rate provider.
If you have a power outage or other energy related emergency, please call the local utility company for your area (ATCO Electric, ENMAX, EPCOR, FORTIS Alberta, ATCO Gas, etc.)
You can find contact information for these providers on our Contact page in the Power Outages section.
Contact numbers for the utility may also be found on your current bill.
Solar Energy
The Solar Club is a unique loyalty program designed specifically for small solar micro-generators! Earn a premium on your solar electricity and help further green Alberta's electricity grid.
To qualify for all of benefits included in this solar club package, you must be a micro-generator in Alberta and make a donation to your local foodbank. To join, simply sign up with the Solar Club and select one of the exclusive Solar Club electricity rates.
General Energy Questions
Pre-authorized debit from a chequing account is our only direct method of payment. This charge will appear on your bank statement as UTILNET-****-EL / UTILNET-****-NG.
We also offer customers the option to submit pre-payments for their account using the Paytm Canada App. With Paytm, you earn rewards for your bill payments and can choose how you want to pay: credit card, bank account or cash. Earn points faster by topping up your Alberta Utility Source account every month.
Visit our Credit Card Pre-Payment page to learn more about using Paytm to make pre-payments on your account.
Our new Pick-a-Date program gives customers the ability to pick the date payment for their monthly invoices are withdrawn from their account. All electricity and natural gas customers can choose any day of the month (1st – 28th) or the last day of the month for their payment date (some conditions apply). If you are interested in taking advantage of this new program, contact our Customer Care team and they will help get you set up.
Internet
A cable connection runs through coaxial cabling. You are not required to have active cable television service in your home to receive cable internet service. Cable internet is a shared service, which means that the line running into your home is a branch of a larger trunk, which also feeds into your neighbour’s homes. If the trunk is not wide enough to feed all of the users in your area, you may notice some congestion which leads to slower speeds when everyone is using the service at one time.
A DSL connection requires an active phone line. If you do not have an active traditional home phone service at home, we will set up what is called a “dry loop”, which acts as an active “ghost” phone line. DSL connection is a dedicated line, meaning it is yours and only yours. Your bandwidth will not be affected by other users in the area, but it is very dependent on the quality of infrastructure and your distance from the nearest Central Office where the service connects to the outside world. The quality of infrastructure and your distance from a Central Office will determine what speeds your home is eligible for.
Finding the right speed for your household depends on your internet usage habits. Speeds of 25 Mbps or above will support most online activity, such as HD streaming, online gaming, web browsing, and downloading music. Internet speeds of 100 Mbps and over are often chosen by those who want their internet connection to support multiple devices and users at once. To learn more about internet speeds, visit our Understanding Internet Speeds page.
All Q Wave customers are required to purchase or rent a Q Wave modem. We provide the option to rent/purchase either a standalone modem (if you do not need a router or would like to supply your own) or a modem-router combination device.
Cable: Yes. Cable Internet customers will be charged a one-time activation fee of $50. Additionally, all of our Internet plans require that you rent or purchase a Q Wave modem. Cable modem prices are listed below. You will also be charged $13 to have the modem shipped to your home.
DSL: Yes. DSL Internet customers will be charged a one-time activation fee of $70.56. If you do not have a telephone land line with TELUS, what is called a “Dry Loop” would need to be installed ($37.23) and inside wiring by a technician would be required in your home ($100). If you do have a telephone land line with TELUS, the dry loop and inside wiring fees would not apply. Monthly ILEC Surcharge (Rate Band) is charged to all DSL customers. Total cost of monthly ILEC Surcharge is location dependant. Contact our team to find our which Rate Band you fall under. Additionally, all of our Internet plans require that you rent or purchase a Q Wave modem. DSL modem prices are listed below. You will also be charged $13 to have the modem shipped to your home.
When setting up your system, avoid placing your router close to metal objects and appliances that emit electromagnetic waves and try to place it roughly in the center of your home.
Step 1: Don't panic.
Step 2: If you have cable internet, check to see if Shaw is currently experiencing an outage by clicking here. If you have DSL internet, check to see if Telus is currently experiencing an outage by clicking here. If there is a current outage in your area, unfortunately all we can do it wait for the outage to be resolved by either Shaw or Telus.
Step 3: Try unplugging your internet modem from its power source for 30 seconds and then plugging it in again. Allow your modem to reboot, this could take as long as 10 minutes.
Step 4: If there isn't a current outage in your area and restarting your internet modem didn't fix the issue, Contact Us and one of our friendly, local customer care team members would be happy to help.
Pre-authorized debit from a chequing account is our only direct method of payment. This charge will appear on your bank statement as UTILNET-****-EL / UTILNET-****-NG.
We also offer customers the option to submit pre-payments for their account using the Paytm Canada App. With Paytm, you earn rewards for your bill payments and can choose how you want to pay: credit card, bank account or cash. Earn points faster by topping up your Alberta Utility Source account every month.
Visit our Credit Card Pre-Payment page to learn more about using Paytm to make pre-payments on your account.