How to troubleshoot 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”.