Question 1

How to install the modem and router.

Accepted Answer

How do I install my internet ?

For an easy setup, follow these simple steps!

| If a technician’s visit at your residence is necessary (for cable installation and signal verification), you must wait at least an hour after their departure to plug in your oxio equipment. || If your services are to be activated remotely ( without a technician’s appointment), you must await our confirmation email stipulating that your oxio services are activated to plug in your oxio equipment.

Simply follow along with the steps shown in the guides provided with the equipment and you’ll be on your way to the internet in no time!

🌎 To install modem and router

||| If you are having issues during the installation process, send our customer service team a message via any of our platforms (Facebook, SMS, email or chat). Our agents will gladly lend you a hand!

Question 2

My internet stopped working.

Accepted Answer

🛑 If this is your first time setting up your oxio internet equipment, check out our article on First time plug-in.

Otherwise…

Keep calm. Let’s get your internet back on.

${color}[#000000](☝️Step one - Check our status page.)

Our status page will let you know if there’s a major outage.

If all is good in your area, continue scrolling.

|| The status page doesn’t account for smaller scale outages like neighbourhood or nearby area issues. If you suspect a local area issue is affecting your internet, get in touch with our Tech Support team for confirmation.

${color}[#000000](✌️Step two - Identify the lights on your modem.)

The correct light patterns to indicate the modem (black box) is receiving a signal will show the first four lights as solid. The exact colours will depend on the make/model of the modem.

See below to check your modem’s light pattern:

Models from left to right: Hitron CDA3-35, Hitron CODA-45, Sercomm DM1000, Hitron CODA-4589, Gemtek GT-DUO31, CBN CD8000.

If your modem’s light pattern doesn’t match the corresponding image above, there’s an issue, as it’s not receiving a signal. We’ll first help you identify what’s happening based on your current light pattern.

Question 3

What should I do if my equipment isn't working on the first try?

Accepted Answer

Sometimes, things don’t go as planned.

Keep calm.

Let’s get your internet on.

${color}[#000000](☝️Step one - Make sure the following two steps are complete.)

☑️You received an email from us confirming your activation OR it has been at least 1 hour since the technician left after activating your home’s line. ☑️Your modem and router are connected correctly.

${color}[#000000](✌️Step two - Check the lights on your modem.)

After allowing 10 minutes for the equipment to boot up, the light pattern on the modem (black box) will help us identify any issues. Your modem may differ from the ones in the picture but will function the same way.

The correct light patterns to indicate the modem is receiving a signal are as follows:

Models from left to right: Hitron CDA3-35, Hitron CODA-45, Sercomm DM1000, Hitron CODA-4589, Gemtek GT-DUO31, CBN CD8000.

If your modem’s light pattern doesn’t match the corresponding image above, there’s an issue, as it’s not receiving a signal. We’ll first help you identify what’s happening based on your current light pattern. Keep reading.

${color}[#000000](DS light flashing.)

If the 2nd light on the modem (starting from the power light) is flashing, the modem may not be receiving signal from your home’s main coaxia

Question 4

How do I add or change my payment method?

Accepted Answer

${color}[#000000](Update your payment method right from your oxio Client Portal.)

|| 🏦 We don’t accept prepaid credit cards. Check out our article for a full list of accepted payment methods.

👇 Here’s how to swap out your payment method in just a few quick steps:

Log in to your Client Portal.
Select the Billing tab.
Under the Payment Methods section, tap Add Payment Method or Add Bank Account.
Fill in the required info and tap Confirm.

…and voila! You’ve now set up a new payment method for your monthly bills.

${color}[#000000](How do I delete a payment method?)

If you have multiple payment methods linked to your account, you can remove one by following these steps. (It’s required to retain at least one payment method on file.)

Log in to your Client Portal.
Select the Billing tab.
Under the Payment Methods section, tap Delete > Confirm.

…and voila! You’ve now deleted a payment method on your account.

Question 5

Why can’t I call Customer Care?

Accepted Answer

We love the internet. A lot.

When people who love the internet create an internet provider, we help our customers over the internet.

Customers are our number one obsession, which is why we’re dedicated to offering the best possible customer support.

That’s why we’re 100% digital. This means we don’t have a call centre or offer phone support (and never have).

But why?

👉How this benefits you.

${color}[#2f2e2e](No waiting in phone queues) - You can simply send us a message and continue on with your day without being tied up on the phone listening to elevator music. That also means you won’t have to spend time explaining your entire situation only to hear, “Let me transfer you to another department” and then have to do it all over again.

${color}[#2f2e2e](Efficient troubleshooting) - Most troubleshooting starts with a factory reset of the modem which takes 10 min - Over a phone this leaves you and the agent tied up and waiting longer than you both need to. With digital support, you can also send us photos of your equipment or coaxial cable line if needed.

${color}[#2f2e2e](Chat history) - You can refer back to your message history anytime to check answers to your previous questions.

${color}[#2f2e2e](Connect in a way that works best for you) - There are a plethora of options to reach us. SMS, Messenger, Email, Instagram. Or even chat with other oxio customers in Discord!

🤵Why it suits us.

${color}[#2f2e2e](**Hel

Question 6

How do I set up my oxio Wi-Fi pod?

Accepted Answer

Get your oxio Wi-Fi pod connected in no time with this simple, easy-to-follow guide!

${color}[#000000](Let's make sure you have everything you need:)

✅ oxio Wi-Fi Pod. ✅ Modem. ✅ Ethernet cable. ✅ Coaxial cable. ✅ A smartphone or tablet (with bluetooth enabled).

If this is what your router looks like, continue scrolling, you’re on the right page.

🛑 If your oxio-provided router does not look like this, you may have the eero 6 router. Learn how to set up an eero network.

${color}[#000000](How to set up your oxio Wi-Fi pod and network.)

| ☝️ To ensure a smooth setup, follow these steps in the order they’re presented.

${color}[#000000](❶ Connect your modem.)

Screw the coaxial cable coming from the wall into your modem (black box) and ensure it’s firmly connected.
Plug your modem into an electrical outlet with the provided power cable.
If your modem has four lights, wait for the POWER, DS ( ), US ( ), and ONLINE/STATUS (@) to light up. If the DS light is flashing after 10 minutes, try connecting your modem to a different coaxial outlet.

If your modem has two lights, wait for them to run through their sequence until POWER is solid green, and STATUS is solid blue. If the STATUS light is flashing g

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