Question 1

Can I use my own router? How do I configure it?

Accepted Answer

Yes! Oxio internet services support personal routers

You can use your own router both as a main router and as a reach extender (or access point).

*Were you looking for technical documentation instead? You can find all of that right here.

Keep in mind

Customer service agents have much less information at their disposal when it comes to troubleshooting issues when you use your own router. Agents cannot help you configure parameters nor monitor your internet connection. Also note that no discount will be given to you if you use your own router since we lend oxio’s basic router for free.

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As a main router

If you are not subscribed to oxio phone services, all you have to do is plug the Ethernet cable coming out of the modem into the WAN port on your own router and configure internet access via DHCP.

Oxio phone services

||| If you are subscribed to oxio phone services, you must use the provided equipment. Using your own router is impossible.

Oxio TV services

|| If you are subscribed to oxio TV services, make sure that TV receivers connected over Wi-Fi are using an unsaturated band and channel.

npvr.public.oxio.ca

dcqc-tv1.public.oxio.ca

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As a range extender (Access point)

Using your own router as a range extender or even as a mesh network access point for your oxio network is possible. There are crucial rules you must follow, however. Note that our agent

Question 2

I would like to access my router’s settings.

Accepted Answer

Of course!

To know which modem you have, you just need to look on it and find a white label, where the model number will be written.

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For the SR516ac and SR616ac models :

Please reach out to a customer service agent via any of our platforms (Facebook, SMS or email) to be granted access to the settings.

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For the SR400ac and SR905ac models :

Go to http://192.168.1.1 to connect to the configuration interface.

Username: user
Password: oxio

Question 3

What modems and routers do you use?

Accepted Answer

Here is the list of modems and routers we currently use for new clients:

Arris TM822G
Hitron CDA-RES

||| You may not use your own modem nor the one from your previous provider because oxio internet services depend on the specific modem lent to you free of charge.

We currently use two (2) different router models

Wi-Fi router (included free of charge for new customers)

SmartRG SR400ac - Technical sheet
Estimated coverage: 1500 square feet
Customization options: Advanced

Wi-Fi router for home phone (included free of charge for new customers)

SmartRG SR905acv - Technical sheet
Estimated coverage: 1500 square feet
Customization options: Advanced

Wi-Fi XL router (additional rental charges apply)

| The same router is used for both the Wi-Fi and Wi-Fi XL, but the later includes one (1) mesh network extender (or pod) free of charge. You may add additional pods to your plan at a monthly cost. There can be at most three (3) pods connected to the SR400ac. | You can always use your own router if your plan doe

Question 4

How to install the modem and the 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 video and you’ll be on your way to the internet in no time!

${youtube}How to install the modem and the 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 5

How do I know whether I need 15, 30, 60 or 120 Mbit/s?

Accepted Answer

Let’s go through this together

The thing to keep in mind when choosing download speeds is that it’s about the simultaneous usage and not about the total amount of data downloaded. With oxio, there is no limit to downloading, meaning you can enjoy as much content as you want without worrying. Allow us to illustrate :

Imagine a house where four people are taking a shower at the same time ; there is bound to be less pressure flowing from every nozzle than if only one shower was on at once. The same idea applies to the internet speed. If multiple devices are in use simultaneously, your bandwidth can be stretched thin and the connection can be choppy. The more devices, the more spread out the bandwidth and the slower the individual speeds for each device.

Here is some technical advice to help you make a choice:

All of our packages allow for unlimited data

${color}[#000000](* See our Terms and Conditions for more details

Keep in mind that video conferencing takes up 1.5 Mbit/s on average for an HD call. Group calls with 7 or more people can take up to 8 Mbit/s.

ATTENTION: When using oxio TV services, each receiver can take up 10 Mbit/s of your bandwidth.

| With 15 Mbit/s you can: comfortably stream Netflix in HD or watch TV using one (1) oxio receiver, and browse the Web with one (1) or two (2) smartphones (or tablets, laptops, etc.). We suggest using a maximum of two (2) devices at the same time for an optimal

Question 6

DIagnostic tools

Accepted Answer

To help you help yourself out, here are some diagnostic tools you can use to monitor your internet connection

To find your IP address

https://my-ip.io/ *We do not offer fixed IP addresses. IP addresses rarely change, however. __

To test your connection speed

https://oxio.speedtestcustom.com/ *Keep in mind that, for a conclusive speed test, you must use a device plugged into the router with a network cable. Alternatively, you may use a recently released device connected to the 5GHz Wi-Fi network while you are in proximity of the router (results may be inaccurate). To obtain accurate results, remember to pause Netflix, any televisions and all downloads running on your devices. It is preferable to unplug all video game consoles as well.

__ || In the case where your test isn’t conclusive, reboot your oxio equipment by following the steps below. | This sequence of steps, when followed in the correct order, can help in fixing problems even before you need to contact us!

Unplug your modem and router from the power outlet then wait 15 seconds.
Plug back the modem into the power outlet and wait until the four (4) - “Power”, “DS” “US” and “Online” - lights turn on and stop blinking.
Plug back the router into the power outlet. Your internet connection should come back online within a couple of minutes.

To see if your area has a service outage

https://downdetector.ca/status/videotron/ _Oxio being a Videotron service reseller, you can see if their infrastruc

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