Checking the basics
- Make sure that your Helix Fi Gateway is properly plugged into the power outlet and that the coaxial cable is plugged into your wall outlet and your devices.
- Use a few different apps and go to various websites to make sure the problem isn't caused by a specific app or website.
- Restart your devices. That may be all you need to do to solve the connection issue. To do so, unplug them, wait a minute and plug them back in.
- Didn't solve the issue? Restarting the Gateway may solve the issue.
Restarting the Helix Fi Gateway manually
Unplug the power cable, wait a minute and plug it back in.
Restarting the Helix Fi Gateway with the Helix Fi app
- In the Overview of the Helix Fi app, scroll down to Connection Issues?
- Select Restart the Gateway.
- Select Restart to confirm. The device will be functional when the power light turns white and is no longer blinking.
Note: Restarting the Gateway may take up to 10 minutes. During that time, you won’t be able to connect to the Internet or stream videos.
Troubleshooting a device with Helix Fi
Peripherals connected to your Wi-Fi network may be causing connectivity or speed issues.
- In the Overview section of the Helix Fi Web portal or app, select Resolve Device-Related Issues.
- Select the device you want to troubleshoot.
- Select the issue.
The tool will carry out several verifications to assess if the device's connectivity is strong enough to perform what's being asked of it (browsing the Web, streaming videos, etc.). If a potential connectivity issue is detected, you will receive the relevant troubleshooting tips.
Improving your Wi-Fi network’s performance
If your Wi-Fi network's performance is slower or poorer than usual, fix the problem by checking the factors that may be affecting your devices’ connectivity.
Check that your Gateway and router are in an appropriate location
The Helix Fi Gateway should be placed in a central area in your home, preferably somewhere on the ground floor, a few feet up from the ground, and away from any dense materials (e.g., concrete walls, furniture, metal surfaces), large bodies of water (e.g., aquariums, water heaters) and electronic devices that can cause interference (e.g., baby monitors, wireless telephones, microwave ovens, refrigerators and Bluetooth devices).
Restart your devices regularly
Restart your Gateway frequently to extend its lifespan and improve the quality of your Wi-Fi. Restarting the device allows it to update its software, which improves connectivity and makes the service faster.
Hardwire your devices with the Ethernet cable
Do you use a stationary device for bandwidth-heavy activities (e.g., playing online games with high-resolution graphics or streaming movies or shows)? Hardwire the device to the network with an Ethernet cable to free up your Wi-Fi for other uses, provide a stable connection for stationary devices and improve your system's quality.
Check the factors that may be slowing down the connection
- Older devices or obsolete operating systems may not have the appropriate capacities for the connection.
- Your devices may be too far from your Helix Fi Gateway.
- Some of the programs on your devices may be using a large amount of bandwidth and slowing down your network.
Advanced features: Restarting with the Admin tool
The Admin tool gives you direct access to your Gateway’s administrator dashboard, which features several advanced configuring, resetting, restarting and restoring options.
- Using a device that's connected to your home network, type http://10.0.0.1 in your browser's address bar and sign into your account.
- Go to Troubleshooting > Reset/Restore the Gateway. You will have five options:
- RESET – Restarts the Gateway the same as unplugging and plugging back in.
- RESET WI-FI MODULE – Turns off the Gateway’s Wi-Fi radio and then turns it back on.
- RESET WI-FI ROUTER – This is the same as rebooting a wireless router attached to a cable modem.
- RESTORE WI-FI SETTINGS – This completely restores your Wi-Fi settings (e.g., SSID/Wi-Fi network name, Wi-Fi password) on your Gateway to the factory default values. This results in being disconnected from your Wi-Fi network, and you will have to reconnect all clients with the default network name (SSID) and password.
- RESTORE FACTORY SETTINGS - Completely restores the Gateway's settings back to their factory default values.
Restarting third-party equipment
For networking equipment you have purchased (e.g., a wireless router), follow the instructions in the manufacturer’s manual.