What should I do if my equipment isn't working on the first try?

Sometimes, things don’t 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 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.

Your modem may differ from the ones in the picture but will function the same way.

The correct light patterns to indicate the modem is receiving a signal are as follows:

If your modem’s light pattern doesn’t match the corresponding image above, there’s an issue, as it’s not receiving a signal. We’ll first help you identify what’s happening based on your current light pattern. Keep reading.

DS light flashing.

If the 2nd light on the modem (starting from the power light) is flashing, the modem may not be receiving signal from your home’s main coaxial line.

My modem’s DS light is blinking. What do I do?

• Check to see if a coaxial line is sticking out of the wall in your home’s utility room next to the electrical panel. This is the home’s main line.

• Does your home have multiple coax outlets? If so, when connected to the correct one, the first 4 lights on the modem should turn on within 10 minutes.

• If none of the coax outlets in your home are working, an escalation will be needed for an appropriate technician to come to your home. Contact our Tech Support so they can further diagnose the issue and assist with next steps in getting you online.

DS & US light flashing.

If the 2nd and 3rd lights on the modem are flashing in unison, this means the modem is not assigned to your oxio account.

🛑 If you have the GT-DUO31 modem, the light pattern in this case will resemble the power light and status light blinking in an alternating pattern.

My modem’s DS and US lights are flashing. What do I do?

This is a simple fix! Contact our Tech Support with a photo of the serial number located on the back of your modem. Our team will contact the network provider to correct the serial number for your account.

🫴 Step three - Setting up the network.

If your modem has all the lights turned on, you should be all good to to set up your router’s Wi-Fi network.

The steps to set up your Wi-Fi network will depend on which router you have.

eero 6 router.

You can set up your home Wi-Fi network using the eero app on a smartphone device.

If the LED on your eero router (white box) is flashing blue, but you’re unable to set up the eero network through the app, it may be due to one of the following reasons.

● You don’t have a smartphone with a compatible OS. (It’s okay, we miss Blackberry too. RIP.)

● Your smartphone is having trouble connecting to the eero via Bluetooth (make sure it’s enabled).

oxio Wi-Fi pod.

You can set up your home Wi-Fi network using the oxio Wi-Fi app on a smartphone device.

Once downloaded, open the app and tap Create Account. Use the email address associated with your oxio account and follow the on-screen prompts to set up your Wi-Fi network.

This username and password are only for logging into the app, which is not the same as your network name and Wi-Fi password.

I’m using a personal router.

If you choose not to use one of the oxio-provided routers (💔), make sure to closely follow the instruction guide of your personal router for getting set up.

If you’re still having trouble getting online, it could be due to one of the following reasons:

• The router may be a modem-router hybrid which will not work with the oxio modem.

• The personal router may be defective. To test this, try setting up the oxio-provided router just to be sure!

Updated on: 15/09/2025