Videotron Business is known for the reliability of its network and Internet accesses. Nevertheless, the proper functioning of Videotron Business Internet network is linked to many parameters, and several factors can affect the availability of the service and your connection speed. Various conditions, such as a power failure, deteriorating weather conditions, or a wire connection problem are often the cause of sudden or recurring Internet outages.
Is your Internet connection down?
Before calling us, please try rebooting your equipment. This may solve the problem quickly and easily.
Checking the basics
- Make sure that all cables connected to your Helix Fi gateway, or to your modem and router, are properly and securely plugged.
- Visit a few websites or apps to make sure the problem isn’t caused by a specific app or website.
- Check if the problem occurs on all devices to ensure the issue is not related to a specific device.
- If only one device is affected, make sure Wi-Fi is enabled and your device is connected to your Wi-Fi network.
- Restart your devices (computers, tablets, cell phones, etc.). This may be all it takes to solve the connection issue.
- The problem still hasn’t been resolved? Restarting your gateway or router might do the trick.
Important : If you have connection issues with a device connected with a network cable (Ethernet), try using another Ethernet cable and a different LAN port, at the back of your router.
Restarting the router or the modem
Manual reboot
To restart your equipment, whether it's the gateway, router, modem, or Wi-Fi Pro access points, you need to follow the steps outlined below.
- Unplug the power supply port from the equipment in question.
- Wait 1 minute, then plug the device back in.
- Wait while the equipment reboots. This may take a few minutes.
How to find the power port on a device
For more details on the Cobra 5G Xtream gateway, see the technical specifications.
For more details on the Aruba 9004 LTE gateway, see the technical specifications.
For more details on Wi-Fi Pro access points, see the technical specifications.
Warning : Resetting a gateway or router using the RESET button may erase any special configurations that have already been made, including the static IP address. We recommend that you not perform this maneuver without assistance.
Restarting the modem using the Reset button
Restart your modem if you plug a new device (e.g., a computer or router) into its Ethernet socket, so that it recognizes it and assigns it an IP address. Restarting can also be a solution if you have a connection issue.
1. Locate the (Reset) button at the back of the modem.
2. Push and hold the tip of a pencil or paper clip in it for three seconds.
3. Wait for the modem to reset.
Would you like to avoid the inconvenience of an Internet outage?
Benefit from a high-performance connection and automatic recovery on the wireless network with Automatic Backup Connection.
Frequently asked questions about Business Internet
For useful information and tips ensuring you can take advantage of a stable, powerful Wi-Fi connection, check out our article How to improve your Wi-Fi network.
The website you are trying to access may be down.
Check that the connection is active on one of the computers connected to the network. If one of these computers can connect, this means the issue is with your computer workstation.
Check your router’s IP configuration. The problem can come from a modified or secondary network configuration. Restart your devices, and check if this resolves the issue.
If the problem persists, plug a computer directly to the modem, without going through other devices. Restart the modem. If it connects, you will be able to connect to the Internet.
Otherwise, contact Videotron Business Technical Support.
To find where the problem comes from, plug your computer directly to the Videotron modem. If you have a Videotron router, please contact Videotron Business Technical Support.
Several reasons can explain the signal intermittence issue. Once you have plugged a computer directly to the static Videotron IP router, one of our technical advisors will make the necessary verifications and ensure the service is working properly.
Note: Videotron Business is not responsible for equipment from other providers.
If you haven’t found the solution to your Wi-Fi problem, contact our Technical Support service
More support about Internet use
Need more help?
Customer Service
For any questions about your account or invoice, or to modify or add services.
1 877 512-8590
