Technical Support
Service Status:
Current Status:
No active service issues.
Aug 14, 2025 22:00 | Due to scheduled maintenance by one of our upstream carriers, some customers may experience an interruption to all services, including Internet and Phone, for up to 15 minutes during the following time periods:
Aug 14, 2025 10PM to 12AM
Aug 18, 2025 10PM to 12AM
Aug 21, 2025 10PM to 12AM
Aug 25, 2025 10PM to 12AM
All services will resume automatically once maintenance is complete. Thank you for your understanding.
Aug 12, 2025 21:00 | Important service update: Due to emergency maintenance by our upstream carriers, some customers will experience an interruption to all services, including Internet and Phone, for up to 15 minutes tonight between 10:00 PM and 12:00 AM. All services will resume automatically once maintenance is complete. Thank you for your understanding.
Aug 06, 2025 09:00 | Partial outage affecting SIP Trunking & Hosted PBX due to an upstream carrier network issue. Some inbound and outbound calls—including our main telephone number—may fail. We’re working with the carrier to restore service. Next update by 10:45 Eastern Time. Ref: DLG-2025-08-06-VOICE
Jun 14, 2025 22:53 | Toronto Core Data Centres Outage: Service has been restored. A primary upstream IP provider was offline due to a datacenter and building cooling issue. Issue has been mitigated and will be monitored for the next 48 hours. Please unplug and replug your modem to restore service. Do not factory reset your modem as this will lose all settings and you will not be able to come back online.
Jun 14, 2025 12:03 | Toronto Core Data Centres Outage: We are experiencing a major service interruption due to a power and cooling failure affecting one building. DSL, Fibre Internet, and Voice services may be impacted. Engineers and facility partners are on-site. Estimated resolution: 11:00 p.m. EDT, Saturday, June 14. Updates will be posted here.
May 21, 2025 10:29 | All services have now been restored. If you are still not connected, please unplug and replug in your modem to restart the connection. If you are experiencing issues, please call our support line. DO NOT factory reset your modem as this will wipe all configuration and you will not be able to come back online.
May 21, 2025 10:15 | Most services have been restored. Some pockets are still experiencing issues and will continue to be monitored.
May 21, 2025 09:10 | Currently experiencing an outage on Bell related DSL, FTTP and SIP phone services. We reported the issue to the carrier and have been instructed it is a wide area outage that is being actively worked on.
Sep 07, 2024 03:06 | Our data centre partner indicated that the malfunctioning equipment has been replaced and all services are now back online. If you are still experiencing issues, please unplug and replug your modem and router and wait 5 minutes for them to come back online. If this does not resolve the issue, please reach out to our tech support team.
Sep 06, 2024 23:36 | Our data centre partner has dispatched a field engineer and identified the issue to be a malfunctioning core router. Additional tech support team has been engaged to replace the malfunctioning equipment. At present, no ETA has been provided.
Sep 06, 2024 22:15 | Major data centre and IP transit provider is reporting a wide area outage affecting multiple Internet Service Providers including Diallog. Our teams confirmed that some of our Voice, DSL and Fibre customers are affected by this outage. At present, no ETA has been provided.
Apr 21, 2022 2:30 PM EST | Carrier confirmed regional outage has been resolved.
Apr 21, 2022 11:00 AM EST | Diallog SIP service is operational, this issue has been identified as related to carrier outages at various exchanges in ON and QC. Will share updates as soon as the carrier provides them.
Apr 21, 2022 11:00 AM EST | Reports that certain customers in Ottawa region are experiencing inbound call issues.
Apr 12, 2022 12:33 PM EST | Voice services restored.
Apr 12, 2022 12:02 PM EST | We are aware that there is an issue with voice connections. Engineers are working to correct issues. Expected ETA: 30 minutes.
Apr 2, 2022 03:00 AM EST | Maintenance window to apply patches and configuration changes to bring back online all nodes and all defence mechanisms.
Apr 1, 2022 06:15 PM EST | Second DOS attack occurred, handled within 15 minutes by our engineers.
Apr 1, 2022 04:00 PM EST | Voice service restored.
Apr 1, 2022 12:00 PM EST | Intermittent performance experienced across our network with calls being handled by our failover systems while our engineers are working to neutralize the sustained DOS attacks.
Apr 1, 2022 09:00 AM EST | Issue identified as related to a DDOS attack. Failover systems overwhelmed and also suffering performance issues.
Apr 1, 2022 06:00 AM EST | Degradation of voice services experienced. Engineers investigating.
Support Line
Office Hours
M-F: 8am-12am
S-S: 10am-12am
Customer feedback
If you have any feedback about your service experience, please send us a message using the form on this page.
How can we help?
Thanks for visiting our website. If you’re a customer and require technical assistance with your Internet, please refer to our FAQ below.
For assistance outside our office hours, please call our support line to page our on-call technicians.
FAQ
Installation & Troubleshooting Support
DSL Installation
- 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.
- 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.
- 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.
- 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.
- 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.
Cable Installation
- 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.
- 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.
- 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.
- 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.
- 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
- 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.
- 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.
- Perform Speed Test – If you have a connection but you think the speed is lagging, try a speed test at https://speedtest.diallog.com/
Technical support options
- Review the Troubleshooting FAQ on this page
- Residential support form on our Contact Us page
- Call our support line below
Support Line
Office Hours
M-F: 8am-12am
S-S: 10am-12am