Checking the basics
Checks vary depending on the type of equipment you have. Start by identifying which device(s) provide your Internet access at home:
Helix Fi gateway
(may be black or white)
Modem
Router
Do you have a Helix Fi gateway?
Check the meaning of the gateway light and then test your connection using the Helix Fi app.
- Restart the Helix Fi gateway or the modem and router.
- Check that the Ethernet cable and power cord are properly connected to the Helix Fi gateway, or to the modem and router.
- If the problem continues, contact our Technical Support via online chat or by phone.
Is your Internet speed test not giving you the results you were expecting?
A number of factors influence the measurement of Internet speed, such as the number of devices connected or the age of the device used for the test. Learn how to optimize your speed test.
Restarting the Helix Fi gateway
Restarting with the Helix Fi app
- Open the Helix Fi app (downloadable from Google Play and the App Store) on a mobile phone.
- Log in with your My Account ID.
- In the Preview section, tap Restart gateway.
Manual restart
Unplug your gateway’s power cable, wait a minute, then plug it back in.
Restarting the modem and router
Manual restart
Unplug the power cable from the modem and the router. Wait 30 seconds, then reconnect the modem only. Wait another 30 seconds, then reconnect the router.
Restarting using the Reset button
- Locate the Reset button on the back of the modem.
- Hold the button down with the tip of a pencil or paper clip for three seconds.
- Wait for the modem to reset.
Do you have connection issues with a device plugged directly into the gateway or modem? The Ethernet cable may be damaged or defective. Try plugging a different cable into the device.
Testing your Wi-Fi connection with the Helix Fi app
The Helix Fi app connection test reveals the connection quality of all your devices to your Wi-Fi network. Based on the results, the app may give you tips on improving the connection of certain devices.
- Launch the Helix Fi app on a mobile device (if needed, download the app from Google Play or the App Store).
- Log in with your My Account ID.
- In the Preview section, tap Test your connection.
FAQ about Internet connection issues
Check out our articles on connecting to the Helix Internet or Hybrid Fibre Internet Wi-Fi network.
If you haven’t found the solution to your Wi-Fi problem, contact our Technical Support service.
If you are subscribed to Helix Internet, find out how to configure your Wi-Fi with the Helix Fi app.
Are you subscribed to Hybrid Fibre Internet and using a Videotron Router? Learn how to configure your Wi-Fi network.
If you are a Helix Internet subscriber and the problem affects only some devices, try troubleshooting your device with the Helix Fi app.
Is the issue affecting multiple devices or your entire network? Get tips on how to improve your Wi-Fi network.
Several reasons might explain the issue:
- The website you’re trying to access might be down.
- Your device may be limited by Parental Control restrictions.
- It might be an unauthorized streaming site whose access is blocked in Canada. Learn more.
The gateway naturally emits heat, which is expelled through its ventilation components. Dust build-up in the gateway prevents this heat from dissipating properly, which may cause problems. In order to avoid this, check out our Helix Fi gateway maintenance tips.
Yes, if you have the Helix Fi 2 gateway. All compatible devices on your network will use Wi-Fi 6.
Many smart phones or recent devices (2019 and onward) support Wi-Fi 6. We recommend that you refer to the manufacturer's website to see if there is an "ax" mention in the device’s Wi-Fi settings, for example “Wi-Fi 802.11 a/b/g/n/ac/ax”.
