Customer Support Centre

All About the Modem

There are different models of modems that we use so you may not have the same modem as your neighbour.

Gateway Modems

Our Gateway modems deliver both access and WiFi and are dual band 2.4 GHz and 5 GHz.


What is the difference between 2.4 GHz and 5 GHz?
2.4 and 5 GHz are what we call WiFi bands or frequencies that your modem uses to communicate with your devices wirelessly. 2.4 GHz is the most popular channel which means, generally, more traffic but a better wireless signal range. 5 GHz, generally, has a stronger signal but less wireless range.  Our OneHome WiFi service uses eero’s TrueMesh software to offer our customers a home WiFi network that is optimized for your space, devices, and network usage so every device gets a reliable connection all the time, everywhere in your home.

How can I tell which modem I have?

Your modem information is located on the back of the modem.



What do the lights on the front of my modem mean?
Choose the labelled diagram for the modem you have.

Hitron CODA-4589







Hitron CGNVM 3589 and 2559







Hitron CGNV2

*Please note this modem supports up to 90 mbps. 



Hitron CVE30360




Does it matter where I put my modem?

Yes it does. You want your modem in a location that is central to the users at that location. The more walls or floors the signal has to travel through, the more it compromises the quality of your signal. Appliances can also interfere with your signal as well as Bluetooth devices so you want to be sure your modem has open space around it to communicate the signal.

If you find that the wireless signal is not reaching or the signal is weak in certain areas of your home, we have a Home WiFi solution that works! OneHome WiFi creates a seamless wireless signal in and around your home. It takes about 10 minutes to set up via an easy to use app and offers solutions such as parental controls and visibility to who is connecting to your network. Click here to read more or visit any One retail location to sign up and take your new WiFi solution home!


Do I need to reboot my modem regularly?

It's not necessary to reboot your modem on a regular basis if your modem and internet performance is healthy. 
If you are experiencing issues, rebooting your modem can improve:
  1. Internet connectivity
  2. Speed
  3. Wireless quality
  4. TV quality if your Fibrewire TV is connected to the internet 

How to Reboot your Modem

1. Unplug the power cord for the modem from the power outlet.
    If you have eero WiFi devices, unplug the power cord from the main eero unit next.
    If you have a separate router, unplug the power cord from the router next.
2. Wait for 1 minute then plug the modem power cord back in.
     If you have eero WiFi devices, plug the power cord from the main eero unit back in next.
     If you have a separate router,  plug the power cord from the router back in next.
3. It can take between 5 and 10 minutes for the modem to come back online.
    When the modem comes back up, the indicator lights will light up in the following order:
  1.     Power
  2.     Downstream
  3.     Upstream
  4.     Online status @
  5.     WiFi


How do I access the WiFi settings on my modem?

Accessing the user interface for your modem is not as complicated as you might think. Most often, You might want to access the settings for WiFi issues. It's convenient to be able to do things like change your WiFi network name or your WiFi password.
Steps
1. In your internet browser, enter the IP address 192.168.0.1. and hit Enter
2. The interfaces will look slightly different depending on which modem you have.

     If your modem is a Hitron CGNV2 or CVE30360 
     1. Log in page. Enter Username: cusadmin, Password: password
        
      2. You will land on the Basic Settings page. Choose Wireless from the left hand menu.
          Wireless ON/OFF-Wireless should be set to Enable unless you have OneHome WiFi then it should be set to OFF. The eero devices create a 5G wireless network that takes the place
          of the wireless portion of your modem.
     
      
   
      3. Click the Security tab and choose Wireless from the left hand menu.
          Your WiFi network name is found under SSID.
          Your WiFi password is found under Pre-shared Key
          Verify that your wireless network name and password are correct. If not change them and click Apply.
              



















        
If your modem is a Hitron CGNVM 3589 or 2559 (black tower modem) 
1. Log in page. Enter username: cusadmin, Password: password
        
    
 2. You will land on the Status page. Click on Wireless to access your WiFi settings.
       
3. One's wireless modems are set to 5G so they are compatible with FibreWire TV.
    Wireless Enabled should be set to ON unless you have OneHome WiFi then it should be set to OFF (wireless is through the eero devices).
    Your WiFi network name is found under Network Name (SSID).
    Your WiFi password is found under Password
    Verify that your wireless network name and password are correct. If not change them and click Save Changes.