Installation & Support

Home Internet Service

  1. During COVID-19, for your safety, technicians will not enter your premises to complete the installation. Instead, they will activate the service at the junction box outside of your premises. The technician may call you to advise when the outside installation is completed. After the technician advises you or within two hours after your installation window, please connect your modem to determine if the connection was correctly installed.
  2. Stand the cable modem (Hitron device) upright to avoid overheating. Connect the coaxial cable to the coaxial cable wall outlet and to the cable modem as per image below. Be sure to screw this cable firmly. After connecting the coaxial cable, plug the modem into the power outlet. Do not power on or connect the WiFi router at this time.
  3. Wait up to 5 minutes for the connection to be established between the cable modem and our central data centre. The connection is successfully established when the you observe the following light pattern on your modem: Power: solid green, Receive (house symbol with up arrow): solid blue or green, Send (house symbol with down arrow): solid blue or green, Online (@ symbol): solid green.
  4. Once your modem is confirmed to be connected with the correct light pattern, you are now ready to connect your dual band WiFi router to the modem. Connect the Ethernet cable to the yellow Ethernet jack on the cable modem.
  5. Plug in your router and wait for up to 5 minutes for the router to establish connection to the modem. You may now connect using the default WiFi settings provided on the label on the router.

 

 

Set-up WiFi

Connect your device to your WiFi Network using the Network Name (SSID) and WPA key/passphrase located on your modem. Want to change your credentials–or still having troubles? Email or call us at 1-888-443-3876 and we would be happy to help.

 

Troubleshooting Tips
  1. Check All Coaxial Cable Wall Outlets – If your cable modem is not exhibiting the correct light pattern (GBBG or GGGG) you may try connecting your cable modem to another coaxial cable wall outlet in your home. Normally, the technician would perform this task, to locate the cable connected to the outside link, however, due to Covid-19 pandemic, they are not entering your premises to complete this work. Every time you attempt connecting to a new coaxial cable wall outlet, please wait up to 5 minutes for the modem to attempt to establish connection.
  2. Unplug & Reboot – Unplug both cable modem and WiFi router. Check the coaxial cable is tightly screwed in on both ends and Ethernet cable is properly connected. Plug in only the cable modem and wait 5 minutes for correct light pattern. Once cable modem exhibits correct light pattern, plug in the WiFi router and wait for it to connect to the cable modem.
  3. Perform Speed Test – If you have a connection but you think the speed is lagging, try a speed test at https://speedtest.diallog.com/
Print Instructions
  1. During COVID-19, for your safety, technicians may not enter your premises to complete the installation. Instead, they may activate the service at the junction box outside of your premises and only enter if required to provide you with a phone cable to connect your modem. Two hours after your installation window, please connect your modem to determine if the connection was correctly installed.
  2. Connect the DSL phone cable to the phone wall outlet and to the DSL modem (SmartRG device) as per image below. After connecting the DSL phone cable, plug the modem into the power outlet.
  3. Wait up to 5 minutes for the connection to be established between the DSL modem and our central data centre. The connection is successfully established when the DSL light is solid green and the Internet light is solid or flashing green.

 

 

Troubleshooting Tips

Common solutions to resolve your Internet connection.

  1. Unplug & Reboot – Unplug power source from your modem and then plug the power cord back into your modem. Wait up to 5 minutes for the modem to power up and observe DSL light being solid green and Internet light flashing or solid green. Connect Ethernet cable to the modem directly and to your computer. Restart your computer and test the connection.
  2. Reconnect DSL Cable – Disconnect the DSL cable that runs from the modem to the phone wall outlet. Unplug the modem. Reconnect the DSL cable ensuring it is firmly plugged in on both ends. Plug your modem back as per option 1 above and wait for 5 minutes for the modem to power up. Test your connection.

 

Perform Speed Test

If you have a connection but you think the speed is lagging, try a speed test at https://speedtest.diallog.com/. Connect an Ethernet cord to a yellow WAN port at the back of the modem and wait for 1 minute while your computer establishes a connection.

 

Set up WiFi

Connect your device to your WiFi Network using the Network Name (SSID) and WPA key/passphrase located on your modem. Want to change your credentials–or still having troubles? Email or call us at 1-888-443-3876 and we would be happy to help.

Print Instructions