High Speed Cable Internet -
Frequently Asked Questions

General Questions

Does my modem come with wireless capability?

No, ACN cable modems are not Wi-Fi enabled. Should you wish to establish a wireless network, you will need to purchase a Wireless Router. ACN recommends the TPLINK AC 1200 model for use on our network.

Can an existing ACN DSL customer switch to cable?

Yes, existing DSL customers may switch to cable by simply logging into My Account (your online account management portal found on myacncanada.ca).
Once you have logged in, follow the path My Services->Service Add-Ons->Modify your Internet Service Plan.

I have existing cable TV service with another provider. Will ACN High Speed Cable Internet impact my tv service?

Your subscription to ACN High Speed Cable Internet will not impact your tv service or restrict you from ordering additional cable services directly through your existing provider.

Troubleshooting

What troubleshooting steps can I do on my own before calling Technical Support when my Internet isn’t working
  • Check to make sure that all cables are plugged in correctly.
  • If so, simply unplug your computer (and/or router, where applicable) and your Internet modem.
  • Wait one minute, then first, reconnect the power to your modem and turn on your computer. When modem “Internet” light (which varies by the model of the modem) is lit, try to connect to the Internet.

In most cases, a simple power cycle will restore your connection to the Internet.

What do the lights mean on my modem?

Your High-Speed Internet modem has five lights on the front panel, also called LEDs. The names of the lights are: POWER, DS, US, ONLINE, LINK.

  • In general, all five lights should be solid green for your computer to access the Internet.

What is the meaning of the modem lights status?
  • Power – Solid Green when device is powered on with no errors.
  • US (upstream) - Blinks when searching to sync with ISP. US will turn solid Green when the modem is in sync with the ISP.
  • DS (downstream) – Blinks when searching to sync with ISP. DS will turn solid Green when the modem is in sync with the ISP.
  • Online – Solid Green indicates the modem has internet connectivity.
  • Link – Blinking Green when a device connected via the Ethernet port is powered on.

During boot up, Power is solid for 35 secs; the DS will then blink for a minute; lastly, the US will blink for 15 secs before the modem goes into sync with the ISP. When the modem synchronizes, the US/DS and Online lights will remain solid. The Link light will blink indicating activity.


What light sequence will show me that there is an issue with my modem?

If the modem’s DS/US or Online lights are blinking or off, the modem does not have sync with the Internet service provider.

When the modem is working properly, the light status should resemble the following:

PowerSolid
DSSolid
USSolid
OnlineSolid
LinkFlashing

What should I do if the internet is not working and light status is not normal?

If your internet is not working and the light status is not normal, make sure that all cables are properly connected. If that does not fix the issue, power off your High-Speed Internet modem. Wait for 60 seconds, and then reconnect the power to your modem.

If the light status is still not normal, please contact Technical Support.


What should I do if internet is not working but light status is normal?

If your internet is not working, but the light status is normal, this can be because of many factors: the internet connection routing, the Wi-Fi connection, or the device used to access the internet. If that does not fix the issue, power off your High-Speed Internet modem. Wait for 60 seconds, and then reconnect the power to your modem.

  • Connect your computer directly to your ACN High Speed Internet modem and restart the modem by unplugging it from the power and plugging it back in.
  • Try the internet on the computer wired to your High-Speed Internet modem.
    • If the internet is working, the issue is related to the router (to be completed)
    • If it is still not working when wired to the modem, try connecting with another device, if possible.
  • Access the command prompt window on your computer, enter the following commands in the listed order and then check to see if that fixes the issue.
  • If you are prompted to restart your computer during any of the commands, please do so.
    • Type netsh winsock reset and press enter
    • Type netsh int ip reset and press enter
    • Type ipconfig /release and press enter
    • Type ipconfig /renew and press enter
    • Type ipconfig /flushdns and press enter
  • If still not working, please contact Technical Support.

How can I measure my internet speed?

A speed test on your device will calculate your speed for both the download and the upload.

For a better speed test, use an Ethernet cable connected from your computer to your modem (not Wi-Fi).

  • Go to http://www.speedtest.net/
  • Do not download or upload any files during the test. Disconnect VPN connections if there are any.
  • Perform the speed test while connected via an ethernet cord directly to your modem.

What if my internet speed is slow?

If you notice slowness on your high-speed internet connection, a power cycle of your High-Speed Internet modem and router for 60 seconds should fix the issue.

If after a power cycle, the speed is still slow, perform a speed test on a computer wired to your modem.

  • Do not download or upload any files during the test.
  • Disconnect VPN connections if there are any.

If speeds are still slow after the wired speed test, please contact Technical Support at 888-414-1958.


How can I improve my Wi-Fi connection and speed?
  • To begin, try to restart your high-speed internet modem and the router.
  • Restart your computer and verify that the Wi-Fi network is secured.
  • If after that, the Wi-Fi is slow or intermittent, follow the instructions below for optimization and troubleshooting of your Wi-Fi:
    • Check your router specifications on the manufacturer’s website.
    • Other devices also can create Radio interferences with your WI-FI. These devices can be:
      • Microwave ovens
      • Power sources
      • Cordless phones
      • Wireless speakers
      • Wireless cameras

Try removing or turning off these devices and see if it helps with connectivity. You can also try to move them some place away from the modem.

  • Other surrounding Wi-Fi networks can operate on the same frequency as yours and cause disruptions and slowdowns. Changing the Wi-Fi channel on your router should help to eliminate those disruptions.
  • A weak Wi-Fi signal can cause loss of signal. This can be caused by:
    • The construction of your house;
    • The position of your modem;
    • The distance between your modem and Wi-Fi devices.


High Speed Internet Cable Modem Documents
    Cable Modem Quick Install Guide (Technicolor 4400) English | French
    Cable Modem Quick Install Guide (Thomson DC4350 & 4300) English | Français