It’s one of the most frustrating situations you can be in. We get that. Your neighbour has great internet. You’re a few hundred feet away… and we can’t install you at all. Or you can get service, but your speeds are lower than theirs. It feels inconsistent. Sometimes it feels unfair. But the reason is actually pretty simple.
Fixed Wireless Isn’t Like Fibre
With fibre or cable internet, there’s a physical line that runs to your home. If the cable is there, you can get service. If it’s not, you can’t. Fixed wireless works differently. Instead of a cable, your home connects to a tower through the air. Think of it like a direct line between your house and our equipment. And that line has to be clear.
It Comes Down to “Line of Sight”
For fixed wireless to work well, we need a clean path between your home and the tower.
Things that can block or weaken that signal include:
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Hills
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Trees (especially dense or wet ones)
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Buildings
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Even the shape of the land itself
This is why two homes right next to each other can have completely different results. Your neighbour might have a clear shot to the tower. You might have a hill and a wall of trees in the way. From your perspective, nothing has changed. From the network’s perspective, it’s the difference between a clear window and a brick wall.
Why We Can’t “Just Make It Work”
A common question is: “Can’t you just boost the signal?”
Not really. Wireless signals don’t bend well around obstacles, and pushing more power isn’t a solution, it creates interference and can make things worse for everyone and there are lots of government regulations surrounding how much power we can use. We also can’t promise speeds that the connection physically can’t support. That’s how people end up with unstable or unreliable service, and we’d rather be upfront than oversell something that won’t work properly.
What About Install Height?
Sometimes we can improve things by mounting equipment higher on your home. But there are limits. If the blockage is too significant, even going higher won’t clear it. The only way around that is installing a much taller structure (like a tower on your property), which is possible, but it’s also very expensive and not practical for most people.
Why Your Neighbour Might Get Better Speeds
Even when both homes can connect, performance can still vary. That comes down to how clean that signal path is.
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A clear, direct connection = stronger signal = higher speeds
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A partially blocked connection = weaker signal = lower speeds
So two customers on the same tower can have very different experiences, simply because one has a clearer path.
“But You Installed Next Door…”
Another situation we see: We say no at one house… then install at the neighbour’s. From the outside, it looks inconsistent. But every property is evaluated individually. A small difference in elevation, tree cover, or angle to the tower can completely change the outcome.
Can This Change Over Time?
Yes, but not quickly. The only real fix for these limitations is network upgrades:
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New tower locations
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Different equipment
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Expanded coverage
We are constantly working on improving coverage, but these projects take time and planning. We don’t give ETAs because they depend on a lot of moving parts. That said, we’re always willing to take another look. If something has changed on your property or in the area, we’re happy to reassess.
The Bottom Line
If your neighbour can get service and you can’t, it’s not random, and it’s not a decision we take lightly. It’s the reality of how wireless technology works. We’ll always check carefully, and we’ll always be honest about what’s possible. Because in the long run, a reliable connection matters more than forcing one that doesn’t work. We want our customers to get what they pay for!
