Ottawa-Gatineau is quickly emerging as an innovation hotspot. Modern businesses here are powered by a multitude of essential technologies, from SaaS applications to unified communications and secure transactions with customers, suppliers, and employees. In today’s digital-first landscape, it’s clear that ultra-low latency and high uptime are critical—and businesses need a telecommunications provider that can deliver.

The National Capital Region is served by a range of telecommunications providers. In general, there are three common types of internet service providers (ISPs): national telcos, resellers, and regional ISPs.

In this guide, we’ll break down the differences between these three types of ISPs, what you need to know before you buy business internet, and how to find the best ISP for your business.

National telecommunication companies

National telcos are the dominant providers of telecommunication services across Canada. As facilities-based providers, these companies own and operate their own nationwide network infrastructure.

Most people in Ottawa-Gatineau will have to deal with a national telco at some point, since these companies control the majority of the telecom market in Canada. Curious exactly how dominant these players are? The five largest providers of telecommunications services in Canada accounted for 87.3% of total telecommunications revenues in 2022—nearly $50 billion.

With widespread network coverage and infrastructure, these companies are readily available in most locations. However, because of their large customer base, there’s the risk you won’t receive the prompt and personalized support your business deserves.

National telcos offer various internet plans for businesses, but these services typically come at higher costs. To ensure you get the best value, look for essential features of high-performing enterprise internet.

What to ask a national ISP

Currently working with or considering switching to a national telco? National telcos promise reliable and widespread coverage, but it’s important to delve into their service and guarantees before you commit. Look for contract terms and termination fees, bandwidth allocation, scalability options, and customer support response times.

Consider asking a national telco these questions to ensure you're getting the technology and support that your business needs:

• How quickly can issues be resolved? What is your average response time?
• What advanced technologies are available?
• What types of bundled services do you offer?
• What are the contract terms and length?
• How do you ensure personalized service for businesses like mine?
• Can you provide a breakdown of your pricing? Are there any additional fees for installation, equipment, or service upgrades?
• Can you offer customized solutions or flexible pricing for my business needs?
• What are your scalability options if my business changes?

Resellers

Resellers are non-facilities-based entities—they do not own or operate their own network. Rather, they rent network capacity from big telco companies in bulk at a fixed wholesale price. They resell these services, rebranded as their own, at a discount to their own customers. 

How are resellers able to get wholesale access to the big telcos’ networks? Access is mandated by the Canadian Radio-television and Telecommunications Commission (CRTC) in order to promote more competitive and innovative telecommunication services. Recently, the CRTC developed a new regulatory policy requiring Canada’s largest telephone companies to provide competitors with workable wholesale access to their fibre networks by February 2025.

The CRTC sets the terms, conditions, and rates for wholesale access to these networks. While resellers sell their services at a discount, at a minimum they still need to cover the wholesale fee they pay to large telcos.

Resellers purchase network access because it’s less expensive and complex to rent network capacity than it is to build their own infrastructure, such as fibre optic lines. These companies don’t maintain their own facilities, so in principle they add value through customer support or more specialized services. In practice, the quality of their network services and customer support can vary because resellers are dependent on a big telco provider for their underlying network resources. If that provider experiences an outage, resellers need to wait for them to resolve the issue. Keep in mind that big telcos will prioritize their own direct customers. If your business is connected through a reseller’s services, you might be offline for hours or even days.

What to ask a reseller ISP

Reseller ISPs can seem like an attractive alternative to national telcos, particularly for businesses on a budget. However, their service quality and reliability can vary significantly. Before you buy, it’s essential to get clarity into their underlying network and whether they can offer the seamless connectivity you need for peak operations.

Ask these questions to gauge a reseller ISP's capabilities, transparency, and commitment to your business:

• What underlying network do you use? How reliable is it?
• How do you ensure consistent service quality?
• How flexible are your packages? Can they be tailored to meet the specific needs of my business?
• What are your service level agreement (SLA) terms?
• How do you handle technical issues and outages? How do you coordinate with national telcos to resolve issues?
• How do you price your services? How do your prices compare to national telcos?
• How do you ensure a high level of customer care?
• What value-added services or support do you offer beyond the underlying provider's services?

Regional ISPs

Regional ISPs are localized internet service providers that focus on serving a specific geographic area. Depending on the ISP, they may own or lease their network infrastructure. Regional ISPs prioritize local needs and will tailor their services to meet the unique demands on their community.

This localized support typically means you will receive more personalized assistance and quicker response times. For businesses looking to leverage the advantages of both national telcos and resellers, regional ISPs can be an ideal alternative.

The newest regional ISP to launch in Ottawa-Gatineau is Hiboo Networks, a facilities-based, fully independent fibre network provider wholly owned by Hydro Ottawa Holding Inc. 

Our team at Hiboo Networks provides businesses with a direct, dedicated high-speed connection built on our own robust and resilient infrastructure—plus dedicated support, prompt response times, and 24/7 access to a local team.

Hiboo Networks was designed specifically to help the region of Ottawa-Gatineau innovate. Unlike national telcos and resellers, we offer direct access to both advanced technology and tailored solutions and support.

What to expect from Hiboo Networks

• State-of-the-art technology: Our services are delivered entirely via our own advanced 100% fibre optic network with no outdated legacy systems. Our network, which offers speeds up to 100 Gbps and 99.999% uptime, was built to support the most demanding business technology needs, from cloud applications to real-time data analytics.
  
  
• Flexible and customizable solutions: We work directly with your business to design a custom connectivity plan for your current and future needs. Our tailored solutions deliver the performance you need now, with built-in scalability to accommodate your future growth.
  
  
• Customer support your way: With Hiboo, you get transparent and straightforward support every time. From simplified ordering to clear billing, we’re redefining what it means to work with an ISP. We respect your time—that means no lengthy holds or endless transfers. When you need help, our local support team is on hand 24/7 to immediately troubleshoot any issues.
  
  
• Community commitment: Why is Hiboo so committed to helping your business succeed? Because we want to enrich and empower the community where we too live and work. As a network built by and for Ottawa-Gatineau, our mission is to drive growth and sustainability in the region and invest back into our community through social programs, new technology, and city infrastructure.

Hiboo Networks is dedicated to transparency and open communication. Our team is happy to answer any questions you may have about our network, solutions, or services. Find out how we can support your business needs.

FAQs

What is the main difference between national telcos, resellers, and regional ISPs?

The main difference between national telcos, resellers, and regional ISPs is the ownership of their infrastructure, their business models, and their service offerings.

National telcos own their own network infrastructure and have widespread availability. However, their services tend to be less customizable and their customer support less personalized. Resellers lease network access from facilities-based providers at a wholesale rate and can pass on cost savings to their customers. But this means they are dependent on third-party infrastructure and can only offer limited technical support. Regional ISPs—particularly facilities-based providers such as Hiboo Networks—have the ability to offer both tailored connectivity solutions and personalized customer support.

What is a facilities-based provider?

A facilities-based provider is a type of internet service provider that owns, operates, and manages their own network infrastructure, including fibre optic cables, data centres, and other telecommunications equipment. Since they have direct control over their network, they can provide fast, secure, and reliable connectivity directly to their customers.

How do I choose an ISP for my business?

When choosing an ISP for your business, look for a facilities-based provider that offers enterprise-grade fibre optic connectivity. The best provider will deliver fast speeds, high uptime, robust security, and 24/7 technical support. Ultimately, the right ISP will help you find solutions that work specifically for your business—and will continue to support your business as your needs change.

Looking for a custom connectivity plan? Hiboo Networks is Ottawa-Gatineau’s new fibre optic network provider, exclusively supporting businesses in the National Capital Region. Connect with a local expert for a no-obligation quote!