Quick troubleshooting

Internet connection

Videotron is known for the reliability of its network and Internet accesses. Nevertheless, the proper functioning of Videotron's 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.

What to do in case of an Internet outage?  
If your Internet service is not working, consult the following section in order to make the necessary verifications on your company’s devices and Internet network.

Checking the basics

  1. Make sure that all cables connected to your Helix Fi gateway, or to your modem and router, are properly and securely plugged. See the possible connections.
  2. Visit a few websites or apps to make sure the problem isn’t caused by a specific app or website.
  3. Check if the problem occurs on all devices to ensure the issue is not related to a specific device.
  4. If only one device is affected, make sure Wi-Fi is enabled and your device is connected to your Wi-Fi network.
  5. Restart your devices (computers, tablets, cell phones, etc.). This may be all it takes to solve the connection issue.
  6. 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.

If more than one LAN port is being used, temporarily unplug the other devices and try again.

Restarting the router or the modem

Restarting your devices may take a few minutes. During that time, you won’t be able to connect to the Internet.

Restarting manually

  1. Unplug the power cable from your router or modem.
  2. Wait one minute.
  3. Plug it back in.

Is the problem persisting? Restarting the modem with the "Reset" button can rectify the situation.

Restarting the modem using the Reset button

  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.

Important: You must reset the modem each time you connect a new device to it, whether it is another computer or a router.

More troubleshooting

Are you still experiencing connection issues or slowdowns despite the previous manipulations? Here are some other tips that might help you:

Check your router's settings.

The router, often used to connect many devices to the Internet, can cause a slowdown.

Many factors can cause this:

  • The router itself: Verify that your router's capacity is sufficient and that the firewall configuration is not blocking your connection.
  • Using a wireless router: Verify that your router is sufficiently secure. If not, it is possible that your connection is being used by someone else without your knowledge. If you’re using a wireless router, your connection may experience interference, which can slow it down.
  • Sharing the network: If many devices are using the same connection, the speed of your Internet access is divided between each station.
Check the status of your computer.

The state of your computer can also influence your Internet access.

The presence of a virus or Trojan horse, an incorrect configuration of your firewall, and certain procedures (updates, saves, antivirus analysis, etc.) can slow your connection.

Check the status and nature of the sites consulted.

The sites: Access to high-traffic sites can be saturated. Your connection may become slow as a result.

File-sharing software: Applications like BitTorrent, Kazaa and LimeWire (i.e. station-to-station, or P2P) use a huge transfer capacity. Check that their respective icons aren’t in your task bar.

Lastly, there are many unknowns on the Internet. Like all networks, the Internet can get congested. Videotron is constantly improving its network to spare its clients such inconveniences.

Still having issues?

Check our social media channels to see if there is a widespread outage. If so, make sure our teams are actively working on the resolution so that your connection is restored as soon as possible:

No widespread outage announced and you are experiencing service issues? Contact our Technical Support.

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