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 equipment we currently use:

For Canadian provinces where our services are available -except Quebec-, depending on the network:

R-C-S-E - Hitron CODA-45
R-S-C - Sercomm DM1000
${color}[#a1a1a1](R - Hitron CDA3-35 - is no longer available)

For the province of Quebec, depending on the network:

V - Arris TM822G
V - C Sercomm DM1000 (V - only for customers with a 400 mbps connection)
C - Hitron CODA-45
${color}[#a1a1a1](V - Motorola SB6121 - is no longer available)
${color}[#a1a1a1](V - Technicolor TC-4400-AM - is no longer available)
${color}[#a1a1a1](V - Hitron CDA-RES - is no longer available)

| Clients that currently have a modem that is no longer available don't have to 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), depending on the speed of the connection to your plan, as we do not keep the previous models in stock. || We lend the modem free of charge, and the one we lend you is essential to make our services work. ||| It is not possible to use your own modem, or the one you used with your previous provider, with oxio as the one's we supply are already included in our inventory as well as prepped for distribution at our warehouses.

All new oxio clients receive one eero 6

You can always use your own router. Visit the [following page](https://aide.oxio.ca/en/article/can-i-use-my-own-router-how-do-i-configure-it-4pcozl

Question 3

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.

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 guides provided with the equipment and you’ll be on your way to the internet in no time!

You can see our installation guides here too!

||| 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 10, 30, 60, 120, 200 or 400 Mbps?

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.

Keep in mind that every suggestion below is a general approximation. Specific personal situations may deviate from the norm!

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 Mbps 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 Mbps of your bandwidth.

| With 10 Mbps you can: read your emails, watch videos on Youtube and browse Facebook. It is not possible to add the oxio TV service with

Question 6

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

||| You will need to connect the ATA device to your router to one of your router's LAN ports.

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 agents cannot provide configuration

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