Q: How long does it take to get oxio internet?

<p>So, it depends on where (<em>more specifically what province</em>) you call home. Getting online with oxio internet can take anywhere from 7-14 days after signing up online.</p> <h3 id="why">🔎Why?</h3> <p>As a <a href="https://oxio.ca/en/blog/articles/what-the-heck-does-tpia-mean">TPIA provider</a>, we have to abide by the activation request process set out by your province’s network provider. AKA, there’s a specific step-by-step we have to follow from the owner of the internet line to your home to get you hooked up to oxio. </p> <p>We also want to ensure that there’s enough time for the equipment to reach you. Cuz, you know, you’ll need that stuff to actually get online.</p> <p>Equipment will get shipped out the next business day after signing up and from there, will typically arrive at your mailing address in the next 3-5 business days. </p> <h3 id="whowilldelivermyequipment">📦Who will deliver my equipment?</h3> <p>We use Canada Post Express shipping for all equipment packages sent right from our warehouse in Quebec. Until teleportation is invented. </p> <h3 id="okaybutineedservicesooner">🤨Okay, but I need service sooner.</h3> <p>Once you have received your equipment and confirmation of your activation date, you may <a href="https://oxio.ca/en/support">contact</a> our Customer Care team and we can make a request to have this bumped up. However, an earlier date is not something that we can guarantee.</p>

Question 1

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 2

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 3

How long does it take to get oxio internet?

Accepted Answer

So, it depends on where (more specifically what province) you call home. Getting online with oxio internet can take anywhere from 7-14 days after signing up online.

🔎Why?

As a TPIA provider, we have to abide by the activation request process set out by your province’s network provider. AKA, there’s a specific step-by-step we have to follow from the owner of the internet line to your home to get you hooked up to oxio.

We also want to ensure that there’s enough time for the equipment to reach you. Cuz, you know, you’ll need that stuff to actually get online.

Equipment will get shipped out the next business day after signing up and from there, will typically arrive at your mailing address in the next 3-5 business days.

📦Who will deliver my equipment?

We use Canada Post Express shipping for all equipment packages sent right from our warehouse in Quebec. Until teleportation is invented.

🤨Okay, but I need service sooner.

Once you have received your equipment and confirmation of your activation date, you may contact our Customer Care team and we can make a request to have this bumped up. However, an earlier date is not something that we can guarantee.

Question 4

How do I move up my activation date?

Accepted Answer

You may be wondering the following.

🤔Can’t you just flip a switch and turn my service on?

Trust us, if we could, we would be more than happy to. Full transparency, as a TPIA provider, we don’t actually handle turning on a customer’s service. This is handled by the network provider who owns the line to your home. You can find out more about this here.

Now that that’s out of the way, here’s what you CAN do to get activated ASAP.

👉Make sure the following two steps are completed.

1) You have received your oxio equipment in the mail.

2) You received an email from us confirming your activation date.

Check✔️ Check✔️? Great! Almost there.

📱 Contact our Customer Care team and let us know the following:

3) Your confirmed method of activation (this will be in the confirmation email we sent you). Technician appointment or remote transfer.

4) Three new dates + preferred time of day (AM, PM, or EVE) that you would like the services activated. You may also simply request ASAP. _*If your confirmed activation date is less than 48 hours away, you already have the soonest date available! _

An oxio agent will then place the request with the network provider (this will be with either Videotron, Rogers, Cogeco, or Shaw) and we’ll be in touch as soon as a new activation date has been confirmed.

Estimated turnaround times for confirmation of a new appointment/activat

Question 5

How do I reschedule my appointment?

Accepted Answer

We get it. Things happen. Peeking at your calendar and suddenly remembering last minute it was your cat’s sweet 16 is completely understandable.

🐱

We got your back.

1) First, make sure you have received confirmation from us of the initial appointment’s date + timeslot. This email will be from us at oxio with the subject line - Installation Appointment.

2) Contact our Customer Care team with the following bits of info:

a. 3 new dates of availability + preferred time of day for each (AM, PM, or EVE) _b. Confirmation of the best phone # for the technician to reach you at. _

3) We’ll send you an automated email once the new appointment has been confirmed.

📝A few things to note:

At least 2 business days’ notice is required to reschedule an appointment.
If this is your first time getting hooked up to oxio, the technician will activate your home’s line and test to ensure the signal is optimal. They do not handle or connect oxio equipment.
Please ensure someone over the age of 18 is present during all appointments.
The technician will phone when arriving. This phone call must be answered. If left unanswered the technician may mark the visit down for rebooking and proceed to their next appointment.

Question 6

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?

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