Customer Support Centre

Troubleshooting FibreWire Internet-You can do it!

Start with these basic troubleshooting steps:


1. Make sure all connections are secure.
   Something as simple as a loose connection could be the culprit!
  1.    Is the power cord securely connected to the modem and to the outlet?
  2.    Is the cable securely connected to the modem?
  3.    If you use eero devices, is the ethernet cord securely connected between the main eero unit and the modem?
2. Reboot your modem
Unplug the power cord from the modem for 30 seconds then plug it back in. It can take anywhere from 5-10 minutes for the modem to come back online.


Common Issues 

I can't connect to the internet.

Are you using a laptop or desktop computer directly connected to the modem or a device on WiFi?
Direct connection
1.  If you haven't yet checked to make sure the power and cable connections are secure and rebooted the modem, please try that now.
2. Do you see any error messages? If so, please make a note or take a photo of the message to help us if you should need to call.
3. Check the indicator lights on your modem. Click here for modem diagrams and indicator light charts.
     a) Power light: Is it on or off?
         OFF->Check the power cord connection between your modem and the outlet.
                   Connections are secure->Plug modem into another outlet to determine if the outlet is the problem.
                                                               Modem works in different outlet=Outlet is the issue
                                                               Modem doesn't work in different outlet->Call 700-7000 to speak with a friendly One representative
         ON->Proceed to next step

     b) What is the downstream indicator light doing? Click here for modem diagrams and indicator light charts.
         
          Solid: Good! Your modem is getting a downstream signal.
          Blinking: Modem is searching for a downstream signal to lock on to
                         If this continues, call 700-7000 to speak with a friendly One representative.

                                                              
WiFi
You can connect to a WiFi network but you can't get on the internet.
Let's go to the source and check your modem first.
What is the downstream indicator light doing? 
         
Solid: Good! Your modem is getting a downstream signal.
Blinking or green and blinking: Modem is searching for a downstream signal to lock on to.
                                                    If this continues, call 700-7000 to speak with a friendly One representative.



My internet is slow. My internet keeps dropping.

Are you using a laptop or desktop computer directly connected to the modem or a device on WiFi?
Direct connection
1.  If you haven't yet checked to make sure the power and cable connections are secure and rebooted the modem, please try that now.
2. Do you see any error messages? If so, please make a note or take a photo of the message to help us if you should need to call.
3. Check the indicator lights on your modem. Click here for full modem diagrams and indicator light charts.
    What is the downstream indicator light doing? 
         
    Solid: Good! Your modem is getting a downstream signal.
               Run a speed test from your desktop or laptop while directly connected to the modem via ethernet. Click here to access the speed test.
               For instructions on how to run the speed test, click here
    Blinking: Modem is searching for a downstream signal to lock on to. 
                   If this continues, call 700-7000 to speak with a friendly One representative.

WiFi
1. WiFi coverage might be the issue. Check your mobile device screen to see how many signal bars you have.
   Full bars=Strong signal
   1 bar or no bars=Signal is poor. We have a solution for this! OneHome WiFi creates seamless coverage in and around your home. Click here to learn more or                                     visit a One retail location to sign up and take home your WiFi solution today.

2. Check the indicator lights on your modem. Click here for full modem diagrams and indicator light charts.
    What is the downstream indicator light doing? 
         
    Solid: Good! Your modem is getting a downstream signal.
               Run a speed test from your mobile device. For instructions on how to run the speed test, click here.
    Blinking: Modem is searching for a downstream signal to lock on to. 
                   If this continues, call 700-7000 to speak with a friendly One representative.


I can't connect to WiFi.

Do you see the WiFi network you want to connect to in the WiFi network list on your mobile device?
Yes-> Let's try removing your WiFi network and setting it up again
         iPhone: 
         Android: Settings->WiFi Advanced->Manage networks->Tap your WiFi network->Tap Forget
                        Let's add your network back now: Settings->Connections->Tap WiFi->Scroll to bottom of list and tap + Add Network
No-> Try adding your WiFi network name and password again
         iPhone: Settings->WiFi->Enter WiFi network name in Network->Tap another network in the list to return to the previous screen
                                       Enter WiFi password and tap Join.
         Android: Settings->Connections->Tap WiFi->Scroll to bottom of list and tap + Add Network
         

I forgot my WiFi password.

Do you have OneHome WiFi?
Yes: Open the eero app on your smartphone->Menu->Network Settings->Tap Network password to see your WiFi password.
No: You can see your WiFi password by accessing your modem settings. You can do it!
       1. Enter 192.168.0.1 in your browser. 
       2. Enter username: cusadmin, password: password
   
      3. Choose the Wireless tab/section
     
     4. Under the SSID (Service Set Identifier) Settings, you'll see your password in the Password field. You can change this if you like.