SHARK WiFi….the big fish in wireless

Frequently Asked Questions

WHY SHARK WiFi

Dedicated – Clear – Powerful – Fast – Range – Essentially anywhere….our mobile routers & products in conjunction with our data plans are designed with the sole purpose to keep you connected faster, longer & more affordably.

Dedicated-networks across Canada leveraging our proprietary software for efficient Machine 2 Machine (M2M) communications with less disruptions.

No network congestion with a clear data stream; it’s like having your own lane on a busy highway!

Our WiFi module is 1 FULL WATT of power, ensuring you receive further distances, clear signals, stronger & more reliable connections with Shark WiFi!

Better connections ensure faster speeds. Paired with our sequenced data packages means you’ll be connecting quicker with faster page uploads!

TOWER FINDER technology provides stronger and more reliable internet even in remote communities. Shark WiFi connects you!

Quality internet connections when and where you need them. At home, in the car, cottage, camping, mobile office, trade shows; essentially anywhere you want fast, uninterrupted internet!

SHOULD I PURCHASE A MONTHLY DATA PLAN or FLEX SEASONAL PACKAGE

Monthly Plans – set amount of data every month; annual contract for individuals & business requiring data year-around

Flex Seasonal Packages – geared at the RV/Cottage/Boat markets; lump sum of data valid up to 5 months

**** we also offer GPS, Tracker, Camera & Security plans ****

AUTO DATA RELOAD & NOTIFICATIONS

You will receive email notification(s) when data usage reaches 80% of selected data plan. You will have the option of going to your online account (adding data) or stopping any further data for that monthly data period. IF YOU DISREGARD THIS WARNING, THE SYSTEM WILL AUTOMATICALLY RENEW THE CURRENT SELECTED DATA PACKAGE. When the data renew option has been checked, However, the system will ONLY do this once. All subsequent “TOP-UP or “ADD-ONS” must be completed by you, the user/client.

CAN I TOP UP MY PLAN IF I NEED MORE DATA

Yes. Simply sign-in to your account by clicking the link below & choose to add more data if you’re not already enrolled in a top-up plan. SHARK WiFi Log-in

WHAT’S THE DIFFERENCE BETWEEN 5G vs LTE 4G vs 3G vs 2G

All the above are different generations of wireless cellular technology. The higher the number, the more current the technology. Every advancement significantly improves the speed, latency & capacity. You will automatically connect to the most current network depending on your location & device compatibility.

WHY DO YOU OFFER BOTH SD & LD CHANNELS/SIGNALS

SD (Short Distance) works great in the city & where towers are regularly available. LD (Long Distance) is better when out in the country where towers are further away or if signals may be impeded by human-made & geographic obstructions.

ARE CELLULAR SIGNALS SAFE

We care about everyone’s safety. Learn more at https://www.canada.ca/en/health-canada/services/health-risks-safety/radiation/occupational-exposure-regulations/safety-code-6-radiofrequency-exposure-guidelines.html

 HOW FAST IS SHARK WiFi

Fast. Remember that exact speed will vary on based on different factors like network infrastructure, frequency bands used, distance from cell tower, location, signal & device.

DO YOU OFFER SERVICE IN BOTH CANADA & USA

Yes. Shark WiFi offers coverage plans right across North America. Plans available depending on your needs.

WHAT IS A SIM OR ESIM CARD

SIM (Subscriber Identity Module) is a physical card that allows you to access our network. You insert it into the device. An eSIM is a digital version of the SIM card. It’s programmable remotely & also allows you to access our network.

WHAT HAPPENS IF MY SIM IS LOST OR STOLEN

Contact us immediately to suspend your account & prevent unauthorized use.

HOW DO I DEACTIVATE/CANCEL MY SIM

If you need or want to deactivate your SIM card, simply contact us. Kindly note that once a SIM card is deactivated, it cannot be reactivated. We recommend keeping your SIM active when future use is foreseen, as it will be both faster to get service, plus less expensive compared to a reactivation fee. If you prefer to keep your SIM active without a current data plan, a minimum charge of $10.00 per month will apply to your account.

WHAT IS A MODEM

Device that allows you to connect to the internet via a network/ISP – internet service provider.

WHAT IS A WiFi ROUTER

Allows you to connect multiple devices wirelessly to the internet via a network/ISP – internet service provider such as SHARK WiFi. Routers direct traffic between networks & the internet; they allow data to be transferred/moved around.

CAN I USE MY OWN ROUTER vs ONE PURCHASED FROM SHARK WiFi

Our products are configured to work with our network & network partners. We support almost ALL bands in Canada & USA. You get what you pay for. We only support SHARK WiFi routers.

DOES SHARK WiFi WORK WITH ALL OS SYSTEMS SUCH AS ANDROID/APPLE/LINUX/WINDOWS

Yes. Please note it may take 5 – 10 minutes to connect your Apple device the 1^st time ONLY. After that, it’s immediate.

WHAT IS DATA

Information packets or individual bits of information that allow you to do what you want over the internet. You may think of them in the form of surfing the web, images, videos, movies, apps, music, emails, texts, phone or VoIP.

WHAT ARE THE DIFFERENT DATA OR MEMORY TERMS

1KB = 1000 bytes

1MB = 1000 kilobytes

1GB = 1000 megabytes

1TB = 1000 gigabytes

WHEN AM I USING THE MOST DATA & HOW MUCH DATA IS RIGHT FOR ME

Watching movies comes in 1^st & uses the most data. Streaming videos comes in 2^nd. Music is 3^rd. Photos/Images is 4th. Apps completely vary. Emails, Texts, VoIP & most GPS use very limited data in the KB or even byte range. Please feel free to use our SHARK WiFi Data Calculator to estimate your data usage. We recommend changing your settings to Standard Definition when watching a movie to conserve/minimize/reduce data usage. Example being 1.5 hour movie = approximately 1.7GB of data used in standard definition.

Other examples below provide a general guideline for the amount of data used per service:

• 1 hour surfing the Web 15MB
• 1 email (with standard attachment) 300KB
• 1 social media post with photo 500KB
• 1 minute of streaming music (HQ) 2.5MB (150MB/hour)
• 1 minute of streaming video (HD) 15MB (900MB/hour)

Note: Data usage varies by device. The above examples are based on averages and are estimates only. The actual amount of data used for the described activity can vary.

WHAT IS A BOOSTER

Designed to keep you connected to very distant & hard to reach cell towers. Boosters will capture, amplify & transmit the improved signal to maintain connectivity for calls, texts & data streaming. It will help you stay connected in weak signal areas impacted by either human-made or natural obstructions. Geared at those that require assistance in getting a reliable signal based on geographic location.

HOW DO ANTENNAS HELP

Assist to keep you connected to distant & hard to reach cell towers. Antennas can capture, amplify & transmit the improved signal to maintain connectivity for calls, texts & data streaming. It will help you stay connected in weak signal areas impacted by either human-made or natural obstructions.

I’M GETTING A WEAK OR NO SIGNAL

Remember that exact speed will vary on based on different factors like network infrastructure, frequency bands used, distance from cell tower, location, signal & device. Helpful hints to correct may include but not limited to:

• Check to see the SIM card is inserted correctly
• Ensure the router is on & has power
  • If you only ever have the “SYS” light on steady & NO OTHER lights (after 1 minute), then you do not have enough power to run the unit.
  • If ALL 5 LIGHTS are on (in unison) & flashing simultaneously, then you don’t have enough power to run the unit.
  • If ALL lights are flashing sporadically (not in unison, but each randomly), that is exactly what they are suppose to do …. Then after a maximum of two minutes the “NET” light will stop flashing and remain lit (solid) meaning you have Internet.
• Move the router to a different location inside, preferably a more open one & beside/close to a window.
• Choose a central location close to where you connect to WiFi the most—especially for streaming video.
• Keep it visible. Do not place inside or behind cabinets or furniture.
• Make sure router vents are not blocked to prevent overheating.
• Keep your router upright & elevated on a shelf or table where it’s off the ground & not stacked on top of other equipment.
• Avoid signal interference. Maintain at least 4 ft of space from the following:
  • Other wireless devices, Appliances, Electronics, Metal/Concrete/Glass
• Move the WiFi router outside to achieve better cellular signal strength. WiFi signals penetrate buildings & walls easier, so should not be a problem getting connected that way inside. If worried about rain or weather….I scream, you scream, we ALL scream for Ice Cream!!!! Buy a big bucket/pail of ice cream, eat it & place the now empty bucket/pail over the router with a weight of some sort on top to keep bucket/pail in place. Again, WiFi signal will not be impaired & problem solved.
• Purchase & connect a SHARK WiFi antenna to the router. Antenna on the outside, router inside. Antenna receives the cellular signal outside, passes it to the router located inside & problem solved.
• Purchase & connect a SHARK WiFi booster to the router. Outdoor Antenna on the outside while Inside Antenna located inside. Antenna receives the cellular signal outside, passes it to the booster inside, which in turn will help capture, amplify & transmit the improved signal to the router located inside & problem solved.

WHAT DOES GPS STAND FOR

Global Positioning System. It allows you to track or know the location of an item, person or place when connected to a network.

WHY SHOULD I PURCHASE A GPS TRACKER vs USING SOMETHING LIKE THE TILE OR SIMILAR

The Tile & similar devices use Bluetooth technology, which can only track 30’ on average from your smart device. Further, it requires & relies on 1000’s of people having their cell phones on.

SHARK WiFi GPS units & trackers work based on both cellular & satellite. That means SHARK WiFi GPS units & trackers can be found virtually anywhere in the world, no matter how far it is from your smart device.

HOW LONG BEFORE MY ORDER SHIPS

3 business days.

DO YOU OFFER BULK PRICING

Yes. Please contact us.

WARRANTY

SHARK WiFi products are covered for one (1) year from date of purchase against manufacturer defect. Please contact us prior to shipping anything. Client is responsible for shipping cost back to SHARK WiFi. SHARK WiFi will cover return shipping cost to client.

• Client responsible for obtaining a RAN – Return Authorization Number – prior to shipping.
• Faulty product should be returned in its original packaging, along with clear description of the fault/issue/problem.
• SHARK WiFi, at its discretion, will repair or replace the product if faulty. No further liability applies under this warranty.
• If returned product is found free of defect & complies with published specifications, SHARK WiFi reserves the right to charge a reasonable fee to return the product back to the client.
• Warranty does not apply under the following circumstances:
  • Product has been used other than instructed & not in accordance with its operating & other instructions.
  • Product was misused.
  • Product was accidentally or willfully damaged.
  • Product was modified in any way, or repaired by anyone other than a SHARK WiFi staff, agent or representative
  • In particular, if product has been connected to incorrect voltage or been used in a country where any necessary telecommunications connection approval has not been granted.

SHARK WiFi GUARANTEE & 30 Day Return Policy

We stand behind everything we sell & the quality of our products. If you’re not satisfied with your purchase, you can return it for a replacement or refund within 30 days of purchase date. Please note full refund applies to product only, minus shipping costs. **** client responsible for any & all data usage costs ****

Return Policy doesn’t cover ordinary wear & tear, or damage caused by improper use or accidents. If your item has a manufacturing defect in its materials or workmanship, we’ll assist with correcting.

ADVICE YOU CAN TRUST

SHARK WiFi is happy to share our knowledge of technology with people of all skill levels. Whether you are a novice or a seasoned tech, we will take the time to understand your needs. It’s important to us that together we find products & data plans that meet your needs.