My internet isn't working...

First, before any manipulation, visit our status page

https://status.oxio.ca/en/

STEP 1 - What can I do?

Are you too far from the router?

Try to be closer to the router (approximately 3 feet) to be sure distance is not the problem.

Are there any devices near your router that can create interference?

Some devices, like microwaves or Bluetooth devices, can cause interference, be sure to keep such devices away from the router.

Are your cables plugged in properly?

The power supply with a red sticker should be connected to the modem.
The power supply with the green sticker should be connected to the router.
The Ethernet cable with a yellow sticker should be connected to the modem and to the WAN port of the router.
If all cables are properly connected, but your internet still isn't working, go on to step 2.

STEP 2 - Can I see the Wi-Fi network on my devices?

YES

Go to step 3

NO

Press on the Wi-Fi button on the side of your router for 2-3 seconds.
If you still can't see your Wi-Fi network, try to plug a computer directly into a LAN port of the router to see if the internet is working.
If neither tips worked, skip to step 5.

STEP 3 - I am connected to my Wi-Fi network, but I don't have access to internet.

A reset of your two devices might be needed, follow the steps below according to your modem model and your router model:

ARRIS modem : To reset, simply press on the RESET button at the back of your ARRIS modem for about 15 seconds with a small pointy object.
HITRON modem : To reset, simply press on the RESET button on the side of your HITRON modem for about 15 seconds with a small pointy object. The button is small and tucked right above the 5 LEDs (there's a small arrow next to it.)
Motorola modem : To reset, simply unplug the MOTOROLA modem from the power outlet, wait 30 seconds, then plug it back in. There should be a red sticker on the power supply to help you identify it.
Smart RG Router: To reset, simply press on the RESET button on the back of your router for about 6 seconds only with a small pointy object.
If this step doesn't solve your issue, go to step 4.

STEP 4 - After the reset, I still don't have access to internet.

Try unplugging and plugging back your devices, follow the steps below for a better result:

Unplug the network cable from the WAN port behind the router;
Unplug the coaxial cable from the modem, and the modem from the electrical outlet. Plug them back in after a full minute;
In the meantime, unplug the router from the electrical outlet as well. Wait a minute before plugging it back in;
Make sure all the lights are on on the front of the Router;
Once the lights are on (POWER, 2.4GHz & 5 GHz), plug the network cable back into the WAN port on the router. Immediately after plugging the network cable back in, unplug, then plug back the modem into the electrical outlet.

If unplugging the devices didn't help, try connecting your computer directly to the modem in place of the router to see if the internet is working.

Plug your computer with an Ethernet cable into the modem (Arris, Hitron or Motorola)
If there are no changes to your connection, go to step 5.

STEP 5 - None of these tips worked for you? Please contact our customer service.

Tell us the steps that you already tried from this article and describe your problem.

If you experience any issues or have any questions, don't hesitate to reach out to our Customer Care team for assistance. You can contact us by Facebook Messenger, text at 581-703-7550, and email at bonjour@oxio.ca

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Updated on: 13/08/2023