Frequently Asked Questions

Your password is stored in an encrypted format and cannot be retrieved. If you forget your password, we can create a new one for you. Please email support@ncf.ca or call the HelpDesk at 613.721.1773 ext 0.

You can cancel your service at any time. Any unused service time will be refunded. Please see our cancellation process

NCF has multiple filtering processes in place to weed out spam email. Despite best efforts, some spam messages will reach you over time.

If there is something about the nature of the spam messages that warrants it or if you don't know what to do with them or you're not sure if they are SPAM, feel free to contact to the HelpDesk at support@ncf.ca or 613.721.1773 x0.

You have control over filter settings for your personal account. Check here for details.

We currently do not bundle phone or TV packages with our internet service. All internet service plans do include locally hosted email and some web hosting capability.

To check the speed of your internet connection, you can log in to your NCF account. On the StartPage, under ‘Internet Access’, select ‘Connection Speed Test’. Click on the circle that says 'GO' to check your Download and upload speed.

All of our plans have unlimited usage so you can use the internet as much as you need to, without fear of additional charges.

You can find this information on our HelpPages.

If you are not sure about what packages best suit your needs, please try our usage calculator.

Please visit our HelpPages, for any issues related to your internet speed.

DSL internet operates on local phone lines to connect to the internet. It’s lower bandwidth and the slowest option, but it’s sufficient for a single user with basic usage, such as surfing the web and streaming in standard definition.

Cable on the other hand, uses cable wires to provide a high-speed internet connection and TV service. With download speeds of up to 500 Mbps and upload speed of up to 50 Mbps.

A dial-up internet connection is created by using a modem that dials a telephone number provided by NCF, and requires the use of a landlines that provides telephone service.

The easiest way to restart your modem is to power cycle it (hard restart):

1. Turn it off (by switch, or unplug it)
2. Wait 30 seconds (this gives time for the remote office to register that it is off-line)
3. Turn it on

NCF can provide its members with the latest firmware for the SmartRG DSL modems, including the SR501, SR515, SR506n, SR516ac, SR616ac. This firmware is provided to NCF members only, and we test all firmware releases before making it available:

To download the latest firmware:

1) Login to your StartPage at https://www.ncf.ca

2) Under “Internet Service”, choose “Download Firmware”

3) The latest firmware is available to you to download.

For non-SmartRG modems, our HelpPages include configuration instructions, and information about firmware, for other modem models we have supported in the past, including manufacturer links to the latest firmware, where available.

Yes. Depending on availability, we do stock used and refurbished modems and routers. All of our refurbished equipment is fully-tested in-house, and includes with a 90-day warranty for full refund.

Our pricing for our refurbished equipment can be found in our HelpPages. As availability can vary, please contact our HelpDesk to see what we have in stock, and if it might meet your needs.

Our newsletter is sent out once a month to our subscribers. It is carefully crafted to deliver our community the latest and most relevant information. Each issue of our newsletter contains a wealth of valuable content, including updates on internet affordability initiatives, the latest news and happenings at NCF (National Capital FreeNet), materials aimed at enhancing digital skills, practical tips for online safety and privacy, and insights into our efforts to promote digital equity and inclusivity.

Here is how to sign-up for your newsletter (Call to Action for newsletter subscription)

The contents in our newsletter covers areas of internet affordability, news and info about NCF, materials about digital skills, safety and privacy and digital equity.

To update your billing details with NCF, follow these steps:

1. Log in to your NCF account using your credentials on the NCF website.
2. After successfully logging in, navigate to the 'Account' section. This section is located on the top-right
3. Within the 'Account' section, look for the option labelled 'Update Payment Information'
4. Click on the 'Update Payment Information' option to proceed.
5. The system will guide you through a series of prompts to make the necessary changes to your billing information.
6. Carefully follow the system's instructions to ensure accurate and secure updates to your billing details.

You can make payments through:

1. Online: Log in to your account and choose "Make a Payment" in the "Account" section.
2. E-transfer
3. In-Person: visit our office, Suite 206 - 1305 Richmond Rd
4. Cheque: Mail or drop off the cheque with the necessary details.

To access your payment and donation history with NCF, you can follow these steps:

1. Log into your NCF account using your registered credentials.
2. Once you have successfully logged in, navigate to the 'Payment and Donation History' section.
3. In this section, you will find a detailed record of all your past payments and donations made through the NCF platform.

A discussion group is a web page for exchanging messages, similar to a bulletin board. It complements static web pages. Organizations and community groups use them to stay connected. NCF hosts various discussion groups, like the NCF Help Desk (for member-to-member assistance) and Speakers' Corner (for public discussions on any topic).

Yes, we do. You can find all the information you need to make a payment here.

Certainly! We happily accept donations of working modems, routers, and other equipment. When you donate these items to us, we thoroughly ensure their quality and functionality. Our team tests and refurbishes the devices so that they are in excellent working condition. After refurbishment, we make them available to our members at discounted prices. This way, those seeking affordable devices or specific models can find suitable options while contributing to the circular economy by giving new life to old electronics.

There is no limit on the size of your web space as long as there is enough space for everybody. If space becomes an issue, NCF will contact the people who use the most space.