Question 1

I would like to access my router’s settings.

Accepted Answer

Of course!

To know which router 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 SR400ac and SR905ac models :

Connect to the configuration interface by reaching http://192.168.1.1 in your favorite browser. Then, use one of those credentials and note the good one :

Username: user
Password: oxio

OR

Username: oxio
Password: FL54cBHZs6

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For the SR516ac and SR616ac models :

Because we need to create a custom username/password combination for those models of routers, please reach out to a customer service agent via any of our platforms (Facebook, SMS or email) to be granted access to the settings.

Question 2

What modems and routers do you use?

Accepted Answer

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

For British Columbia and Ontario:

Hitron CDA3-35
Hitron CODA-45

For Quebec

Arris TM822G

| Clients that currently have a modem that isn't specified above need not worry; we still offer support for the other models. If any changes to your modem are necessary, you will be sent a new model (as if for a new client), as we do not keep the previous models in stock.

|| 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.

All new oxio clients receive one of the following router models

You can always use your own router if your plan doesn’t include home phone services. Visit the following page for additional information.

For Ontario and Quebec

(Internet only, no home phone):

🌎 eero 6

The first eero 6 is lent free of charge with new subscriptions.

Estimated coverage: 1500 square feet.
You can add up to 2 additional eero 6 routers to extend your network even further by creating a wifi mesh. Rental fees apply.
Customization: Advanced (but only with the eero app.)
For more information about the eero 6, click this link.

| Clients that currently have a router that isn't specified above need not worry; we

Question 3

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 4

Can I change the name and password of the Wi-Fi network of your routers ?

Accepted Answer

Absolutely! Here is how :

|| Do note that some troubleshooting solutions when it comes to connection problems require our agents reset your router which can reset the names and passwords of your networks back to default values..

First of all, make sure you have access to your router’s settings.

Follow this simple guide if you don’t know how! __

| Note that the screen captures in this guide may be in a different language than yours. Worry not, all elements seen on screen are in the exact same order no matter the language. We have also included both French and English titles to ease you through the process.

For SR400ac and SR905acv routers:

Once inside your router, click on (1) Wifi in the left sidebar;
In the submenu, click on (2) Networks / Réseaux;
On this page, enter the name you wish to give your network in the (3) SSID field;
Right underneath, write your desired password in the (4) Password / Mot de passe field;

||| It is crucial that you do not give both your networks (the 2.4 and 5GHz ones) the same names, as this will cause conflicts. You can follow oxio’s example and add “-5G” at the end of your network name to differentiate both networks.

|| We recommend not to modify any other options. Our agents will not be able to assist you in modifying these options.

Click on the (6) Apply / Appliquer button that will appear in a dark blue

Question 5

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 6

How do I contact a customer service agent?

Accepted Answer

Our customer service is 100% online!

We can answer your questions entirely through our chat platform!

Oxio’s customer service is 100% online, meaning that you can reach out to a customer service agent via any of our platforms (Facebook, SMS, email (bonjour@oxio.ca)). This gives our agents more flexibility and eliminates waiting times for you! Be on hold no more.

| To ensure good follow up to your questions, choose a platform you prefer and stick to it even months after your first contact. By doing so, you allow our agents to consult older conversations and to the come to your aid much more efficiently.

Our business model hinges on automation. The more processes are automated, the more our employees can focus on the task at hand: answering you.

All of these things are what allow us to reduce our operating costs and forward these savings to our clients. Our prices are lower and better thanks to this system.

|| If you have questions, never hesitate; write us!

||| Outages happen. In cases like those, you can always contact us by SMS at 581-703-7550.119602317

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