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 📺 To install oxio TV (QC only)

||| 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

How can I add or change my payment method?

Accepted Answer

Want to add or change payment details with ease?

As an oxio customer, you can manage your account details through the Client Portal. Our Client Portal makes it a breeze to take control of your details and keep everything running smoothly. And updating your payment method? Piece of cake! With our step-by-step guide, you'll be adding or changing your payment info in no time! Let's dive in! 🚀

Step 1: Log in to Your Client Portal

Visit the oxio website at www.oxio.ca
Locate the "👤" button on the top right corner of the homepage
Enter your email address and **password **associated with your oxio account
Click on "Login" to access the Client Portal

Step 2: Access the Billing Section

Once you're in the Client Portal, locate the menu on the left side of the page
Click on "Billing" to expand the submenu
Select "Payment Method" from the list to access the payment method section

Step 3: Add a New Payment Method

Current payment methods are listed under the "Payment Method" section
To add a new payment method, click on the "Add a New Credit Card" or "Add a New Bank Account" button located at the bottom right of the page
Enter the necessary information to set up your new payment method, such as your credit/debit card details or bank account information
Enter the required information and decide whether yo

Question 3

My internet stopped working.

Accepted Answer

🛑If this is your first time setting up your oxio internet equipment, click here.

Otherwise…

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

☝️Step one - Check our status page.

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

Click here. If all is good in your area, keep reading.

✌️Step two - Identify the lights on your modem.

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

If they don’t look like the ones above, something is wrong.

Keep reading. We’ll first identify what’s happening based on your current light pattern.

DS light flashing.

If the 2nd light on the modem (starting from the power light) is flashing, the modem is no longer receiving signal from the home’s main coaxial line. This is typically due to a localized internet outage.

US light flashing.

If the 3rd light on the modem is flashing, this typically

Question 4

Setting up your Eero network.

Accepted Answer

Ready to set up your Eero network?

No worries, we've got you covered with this simple, easy-to-follow guide. You'll be connected in no time!

First things first, let's make sure you have everything you need:

Eero
Modem
Ethernet cord
Coaxial cable
A mobile device, like a smartphone or tablet

Now, let's get started:

Let's start by unboxing your Eero 6 and setting it up next to your modem.
Connect the power cable to your modem, then plug the modem into a coaxial outlet using a coaxial cable.
Now grab an Ethernet cable, and connect your modem to your Eero.
Plug in your Eero power cable, and watch for that white light to start blinking

Next up, you'll need the Eero app:

Head to your app store (App Store for iOS devices or Google Play Store for Android devices)
Search for "eero wifi system" and download the app.
Open the Eero app once it's installed.

| If you're currently without Internet or can't seem to download our app, don't hesitate to get in touch with our Customer Care Team. They're always ready to help you out!

Now, let's create an Eero account:

On the welcome screen, tap "Get Started"
Enter your email address and tap "Next"
Check your email for a verificati

Question 5

First-time plug-in: Possible issues when setting up your equipment.

Accepted Answer

Sometimes, things don’t always go as planned.

Keep calm. Let’s get your internet on.

☝️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 eero 6 router are connected correctly.

✌️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.

The correct light patterns to indicate the modem is receiving a signal are as follows. If the modem has these lights ^ AKA if all the lights are on, this is good! Otherwise, proceed below.

DS light flashing.

If the 2nd light on the modem (right next to the power light) is flashing, the modem is not receiving signal from the home’s main coax line.

My modem has this light pattern. What do I do?

Question 6

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

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