First, before doing anything else, visit our status page:

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

STEP 1 — What can I do?

Are you too far from the router?

• Try moving closer to the router (about 1 meter) to ensure distance isn’t the issue.
• Are there devices near your router that could cause interference?
• Some devices, like a microwave or Bluetooth device, can cause interference — make sure to keep them away from your router.

Are your cables properly connected?

• The power cable with the red sticker must be connected to the modem.
• The power cable with the green sticker must be connected to the router.
• The Ethernet cable with the yellow sticker must be connected to the modem and to the router’s WAN port.
• If all cables are properly connected but your Internet connection still doesn’t work, move on to Step 2.

STEP 2 — Can you see the Wi-Fi network on your devices?

YES

Go to Step 3.

NO

• Press the Wi-Fi button located on the side of your SmartRG router for 2–3 seconds.
• If you still can’t see the Wi-Fi network, try connecting a computer directly to the Oxio router through a LAN port to check if the Internet works.
• If none of these tips work, move to Step 5.

STEP 3 — You’re connected to Wi-Fi, but there’s no Internet access.

A reset of your two devices might be necessary. Follow the instructions below according to your modem and router model:

• ARRIS Modem: To reset, press the RESET button on the back of your ARRIS modem for about 15 seconds with a small pointed object.
• HITRON Modem: To reset, press the RESET button on the side of your HITRON modem for about 15 seconds with a small pointed object. The button is small and located just above the 5 LEDs (there’s a small arrow beside it).
• Motorola Modem: To reset, 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, press the RESET button on the back of your router for about 6 seconds with a small pointed object.

If this doesn’t solve your problem, move on to Step 4.

STEP 4 — After resetting, you still don’t have Internet access?

Try unplugging and replugging your devices, following the steps below for best results:

• Unplug the network cable from the WAN port behind the router.
• Unplug the coaxial cable from the modem, and unplug the modem from the power outlet. Reconnect them after one full minute.
• Meanwhile, unplug the router from the power outlet as well. Wait one minute before plugging it back in.
• Make sure all lights are on at the front of the router.

Once the lights are on (POWER, 2.4GHz, and 5GHz), plug the network cable back into the router’s WAN port. Immediately after reconnecting the network cable, unplug and then replug the modem.

If unplugging the devices didn’t help, try connecting your computer directly to the modem instead of the router to see if the Internet works.

Connect your computer with an Ethernet cable to the modem (Arris, Hitron, or Motorola).

If the situation still hasn’t improved, move to Step 5.

STEP 5 — None of these tips worked? Please contact our customer service.

Tell us which steps you’ve already completed in this guide and describe your issue.
You can contact us via Facebook Messenger, SMS at 581‑703‑7550, or by email at bonjour@oxio.ca.
(One message is enough — we’ll get back to you as soon as possible.)