FAQ’S

A modem is a box that connects your home network to your internet service provider, or ISP (eg. Poynt360, Rogers, Cogeco, etc). A router is a box that lets all of your wired and wireless devices use that internet connection at once and allows them to talk to one another directly.

You can have a 2in1 model which has the modem and the router built into one piece of hardware. Please review the approved modem list to see your type.

Yes, you can change your cable plan to a higher or lower speed plan that is available. There is a one time $10.00 fee to make a change to your cable plan.

Find out more about the light patterns on the Hitron 3550 in this guide: Hitron 3550 Light Pattern.

The network provider is responsible for releasing your cable modem, and it can take up to two weeks after your cancellation date for your cable modem to be released. This would be the same for other internet service providers when cancelling.

Press and hold the pinhole reset button located on the back of the modem for around 30 seconds.

Release the button.

The modem should now restart itself in factory default conditions.

Signal levels are very important for cable internet. The below levels are the acceptable ranges for a cable internet connection: Downstream Power Levels: between -10dBmV and +10dBmV Downstream SNRs: greater than 25dB Upstream Power Levels: between 35dBmV and 52dBmV Your connection’s signal levels can be viewed by you at any time by accessing the management interface on your modem (http://192.168.0.1 or http://192.168.1.1 or http://192.168.100.1). If you notice that your signal levels are out of range, please contact us immediately at helpdesk@Poynt360.ca or by calling us. EXAMPLE: a difference in the SNR as small as 2db (27db vs. 25db) can cause over 90% packet loss. This will result in slow speeds in some cases or complete connection loss in.

Here is the User Manual for the Hitron 3550.

Here is the User Manual for the SmartRG 808ac.

For Cable set up, simply connect your modem to the coaxial cable and directly to your computer, and you should have internet.

Sometimes Cable activation can take longer. If you do not have an Internet connection after the Cable Installation has been completed, try powering off your modem, leave it off for 10 minutes and then check the connection. If there is no internet, power cycle the modem again and check the connection. Repeat this in 4 hours.

If you still have no connection a day after the installation, please contact our technical support at support@Poynt360.ca or call us.

Please note the technician is responsible for internet installation only and this does not include setting up your modem, splitters, or a home network.

We currently offer cable internet in every province that we offer service in.

No, if you are approved for a cable internet transfer then a Technician visit is not needed and activation is done remotely.

For a new cable installation, a third-party technician (from Rogers, Cogeco, Videotron, Eastlink or Shaw) will visit your premises to confirm there is an active line coming to the home. If there is no active line in the home the technician will run one.

Yes – please check our list of approved equipment in the sign up process. If you do need a modem or a router, we can provide these items.

A new cable service can usually be activated in a minimum of 4-8 business days. If you have a currently have services with Rogers, Cogeco, Videotron, Shaw, or Eastlink, a remote activation could be available for a quicker turnaround. When placing an order let the agent know your current service provider to help facilitate faster activations.

Internet speed varies and can fluctuate according to the time of the day, your local network, network congestion, and other factors that Poynt360 cannot influence, so we cannot guarantee your maximum speed at all times.

Unpack the modem.

Attach coax cable (not included) to the back of the modem. Attach the other end to the coaxial wall jack.

Plug the power adapter into the wall outlet and plug the other end into your modem. The modem will power on.

Once the Cable Technician has completed the activation and the underlying provider has provisioned your modem for use on the network, you will be online.

If you have 2in1 hardware the default WIFI credentials should be located on the modem. Or if your device needs to be wired through an ethernet connection, connect the device to the hardware via an ethernet cord.

If you’re still not online a day after your activation, please contact our technical support.

On the back of the modem you will notice a small pinhole reset button.

Press and hold this reset button for 20 seconds. You may require a pin to press this button.

After 20 seconds, you will notice the lights flash on your modem and you may let go of the reset button.

Your modem will restart using factory default settings and the reset is complete.

Here is the User Manual for the Hitron CODA-45 modem.

Find out more about the light patterns on the CODA-45 modem in this guide: Hitron CODA-45 light pattern.

If your internet speed appears slow, please test it by going to speedtest.net and checking your internet speed. Please do so by using a computer connected to your modem directly by ethernet, and without using a router or any intermediary devices. If the speed tests results are good, try the same test while you are connected to your router or intermediary device. If the results are only bad when your router is also connected, or only when you are connected by Wifi, it could be because multiple devices are online at the same time, a Wifi issue, or a router issue. Those issues are local, and cannot be fixed remotely or by the visit of an internet technician. If your router was bought from Poynt360, please contact our technical support. Otherwise, please contact the technical support of the router’s brand. If the speed tests gives you bad results even when you’re connected directly to the modem, please contact our technical support so that an agent may do additional troubleshooting steps.

Contact our Technical Support Department by phone at 1-855-921-7211. We will need the modem make, model, MAC address, and serial number of your modem. Once this information is provided, we will submit the provisioning request to the upstream network provider and the modem will be added to network. Please note: the process time for a modem to be added to the network may vary depending on the upper provider, and may take up to 72 hours during business days.

This set of instructions is to help Windows users connect devices directly to their cable modem if one device works, but other devices do not ( i.e. routers, other PC/MAC devices, etc.).

On the computer that is currently functioning, open a command prompt window. (Small Black Window). To do this, press Windows Key + R. Then, in the RUN window that opens, enter “CMD”.

With the command prompt window open, type in “ipconfig /release”.

Disconnect your cable modem from it’s power source.

Disconnect the Coaxial Cable from your modem. (This is the thick cable that screws into the back of the modem)

Disconnect your PC from the modem.

Connect the device you wish to have access to the internet. Wait 5 minutes.

Reconnect the power to the cable modem. Wait 1 minute.

Reconnect the Coaxial cable. Wait for the modem to synchronize.

You should be connected.

Here is the user manual for the SmartRG 516ac Modem/Router.

If your internet speed appears slow, please test it by going to speedtest.net and checking your internet speed. Please do so by using a computer connected to your modem directly by ethernet, with your Wifi switched off and other devices disconnected, and without any intermediary devices. If the speed tests results are good, try the same test while you are connected to the Wifi (or while connected to any intermediary device that you may use). If the results are only bad when when you are connected by Wifi, it could be because multiple devices are online at the same time, or a Wifi issue. Those issues are local, and cannot be fixed remotely or by the visit of an internet technician. If your modem-router was bought from Poynt360, please contact our technical support. Otherwise, please contact the technical support of the modem-router’s brand. if you are using a modem and a router separately, please test your connection to the modem only, then test your connection to the router as well, to see if there is a discrepancy between the two. If the speed tests gives you bad results even when you’re connected directly to the modem, please contact our technical support so that an agent may conduct a full troubleshoot.

DSL internet is also called “Dry Loop”, as the internet service requires a dry loop: a Bell phone line but without an active phone number. If you have an active Bell home phone, then no dry loop is required.

Your modem should obtain its configuration when connected to an active network. If auto-configuration has completed, the Wifi password is located on the modem-router.

Maximum speed depends on many factors such as the distance to the Central Office of the upper provider where the internet signal comes from, condition of the line and the time of the day, and other factors that Poynt360 cannot control, so we cannot guarantee maximum speed in all circumstances.

Typically, we need 6-7 business days to set up the internet service which includes provisioning, configuration, and installation at your premises.

For DSL 6 service, no visit is required as you just need to connect the modem to the activated phone jack.

For FTTN, a technician is required to handle the installation. Poynt360 will call you with all the important information regarding your confirmed installation date. Please ensure that someone over 18 years of age is at home during the installation time slot.

Technician visits time frames vary according to your region, preferred week day, and availability. Technicians are usually available from 8 AM to 9 PM, from Monday to Saturday, with the following time windows for each visit: 8AM – 12PM, 12PM – 5PM, and 5PM – 9PM.

In case of DSL/FTTN installation, a person over 18 years old must be home during the time slot of the installation. It doesn’t have to be the same person as the one who subscribed to the service.

Poynt360 contracts 3rd party technicians from the upper providers to install the internet service and dry loop line, and their responsibility is only to install the dry loop to the demarcation point. For other requests, such as installing additional wall jacks and wires, there would be a separate charge.

A red inet/internet light on the modem indicates an authentification issue, and nearly always happens when your have the wrong PPP Username and Password entered in your modem configuration. If this issue happens randomly and not while you are trying to configure your modem-router, it could indicate an issue on your connection. If this happens often, please contact our technical support.

Generally yes, however, promotions and plan availability may vary by area. In the event you are moving to a new area where your current plan is not available there may be other active promotions that could apply. Contact Poynt360 to verify availability.

Absolutely! Up until your move has been fulfilled, we are happy to make adjustments as needed. If you need to change your installation date and/or time, or would like to change your service plan(s), simply let us know and we’ll take care of it.

Moving with Poynt360 is FREE! We know how difficult moving can be. That’s why Poynt360 makes moving your Internet, TV, Home Phone, and Home Security services as easy as possible. Move your services with Poynt360 and enjoy free installation, no upfront hardware cost, and great promotional moving offers.

You can submit a move request at any time, however, we recommend this be done a minimum of 10 days before your desired activation date, if possible, in order to ensure technician availability. Less than 10 days before your move? Submit your move request today. We’ll do our best to schedule activation for your chosen date. If this date is not available, we’ll follow up with you to confirm the best, next-available activation date.

Poynt360 provides high speed internet service in a variety of plans and speeds at better prices than the major players. All of our plans are unlimited and without fixed-term contracts.

We offer both DSL and Cable – with a range of speeds for every household. For DSL (Bell network), we have DSL 6, 10, as well as FTTN 15, 20, and 50. For Cable (Rogers, Cogeco, Videotron, Shaw networks), we offer plans from 15 Mbps to 1Gbps, depending on your location.

Yes. Our internet plans have no caps and there are no restrictions on customer’s usage unless the activity endangers the Poynt360 network.

We offer a 1 year replacement warranty on our equipment.

Yes, all our internet plans come without data limits – which means unlimited downloading and uploading.

If you need assistance on a tech issue, we’re here to help every day from 10 am – 9 pm. Most issues can be resolved pretty quickly. You may also want to check our Technical FAQ’s for some helpful tips.

If you are having internet connection issues, we recommend turning off your modem and router (if applicable) for 10 minutes and then attempting to connect again, with an ethernet cable connected directly from the modem to your computer (effectively bypassing the router).

If you are able to connect to the internet directly from your modem, but are unable to once a router is connected, you may need to reset your router and create a new wireless connection. If you are unable to connect to the internet when you are connected directly to the modem with an ethernet cable, please contact Technical Support so we can further troubleshoot your connection. Our Technical Support team is available everyday from 10 am to 9 pm by phone.

Please contact our Technical Support team. They will help verify the defect, and help you with the replacement procedure if it is indeed defective.

Both DSL and Cable are excellent technologies for providing high speed internet service to the home. Cable uses the existing cable lines to your residence to deliver the internet, whereas DSL runs through the telephone lines. If you do not have a Bell telephone line, you may still be able to get DSL and we can set up a dry loop for you. Our higher speed DSL packages, called FTTN which stands for ‘Fibre To The Node’, is also an attractive option as the connection to your home is closer to the Fibre Network, therefore providing a more consistent internet connection versus regular DSL.

If you are having speed issues, try connecting your modem directly to your computer, not via your router. Please test your speed at www.speedtest.net. If your speeds are as expected when connected directly to your modem, but are significantly lower once you connect through your router, it may be helpful to reset your router and create a brand new wifi profile. After you have reset your router and created a new wifi connection, please retest your speeds. If the speed issue persists when directly connected to modem or if you are using a router supplied by Poynt360, please contact Technical Support so we can further troubleshoot your connection. Our Technical Support team is available everyday from 10 am to 9 pm by phone.