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Wi-Fi Technology & Support -
Frequently Asked Questions

Where Can I properly install my Wi-Fi router?

Place your router:

  • in a central location
  • in an open area when possible
  • elevated from the floor, and away from glass or metal objects, mirrors and water sources that often block or deflect signal.

Reduce the possibility of interference on your router by keeping it away from electronic wireless devices operating in the 2.4 GHz range, such as:

  • wireless phones
  • microwaves
  • baby monitors
What can I do if a I am having problems connecting to my Wi-Fi network?
  • Make sure your router and modem are plugged in and that both devices are properly connected to each other with an Ethernet cable.
  • Make sure both router and modem are plugged in to a power source.
  • If equipped with one, make sure the “detect Wi-Fi” button on the router is pushed in so that your Wi-Fi network is detectable.
  • Verify that your modem's "online" and "power" lights are on. If they are not, turn on or simply power cycle your modem.
    Check whether you can connect another device to the Wi-Fi network.
    If yes, the issue may be with the device you are trying to connect. Try to reset the device you are using.
    If none of your devices will connect to the Internet, reset your router by unplugging it, waiting about 10 seconds,
    then plugging it back in.
    Wait a few minutes for the indicators to return to normal.
  • You can also check the router connection by plugging your device to the router using an Ethernet cable.
  • If you cannot connect to the internet with any of your devices, or if your devices cannot to Wi-Fi, reset your Wi-Fi router by unplugging it, waiting about 10 seconds, then plugging it back in.
How can I test my Wi-Fi performance?

The following steps can be used to measure your Wi-Fi performance:

  1. Use a Wi-Fi enabled laptop (preferably one that is less than 3 years old) and place it within 8 meters of your Wi-Fi modem.
  2. Make sure all other Wi-Fi devices in your home are powered off or have their Wi-Fi connection disabled.
  3. Ensure there are no programs that require an internet connection running in the background.
  4. Open a browser and visit www.speedtest.net to see if your internet is performing as well as it should be.
What do the lights mean on my modem?
  • 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.