Check your gateway’s LED light
The light on top of your Helix Fi gateway shows the device’s status. Discover what the light’s colour and blink pattern mean.
Checking the basics
Solve most problems in 6 simple steps
- Make sure that all cables connected to your Helix Fi gateway, or to your modem and router, are properly plugged.
- Visit a few websites or apps to make sure the problem isn’t caused by a specific app or website.
- Check if the problem occurs on all devices to ensure the issue is not related to a specific device.
- If only one device is affected, make sure Wi-Fi is enabled and your device is connected to your Wi-Fi network.
- Restart your devices (computers, tablets, cell phones, etc.).
- Restart your Helix Fi gateway or your modem and router.
Connection issues with a device connected with a cable (Ethernet)
Try plugging a different Ethernet cable into the device. If the problem persists, plug the cable into a different LAN port, at the back of the Helix Fi gateway or the router. If more than one LAN port is being used, temporarily unplug the other devices and try again.
Restarting the Helix Fi gateway
There are three ways to restart the Helix Fi gateway.
Method #1: Restart with the Helix Fi app
- Launch the Helix Fi app (downloadable from Google Play and the App Store) on a mobile device, then log in using the same credentials you use to log into My Account.
- In the WiFi section, tap View WiFi equipment.
- Tap the gateway, then press Restart.
Method #2: Restart manually
Unplug your gateway’s power cable, wait a minute, then plug it back in.
The Admin tool gives you direct access to your gateway’s administrator dashboard, which features several advanced configuring, resetting, restarting and restoring options.
- On a device connected to your Wi-Fi network, type http://10.0.0.1 in your browser’s address bar.
- Log in to your account.
- By default, the login name is admin and the password is password. If that doesn’t work, try entering the password found on the sticker under your gateway (the “Password” field).
- Can’t log in? Contact our Technical Support.
- Go to Troubleshooting > Reset/Restore the Gateway.
- Try the options displayed, in order, until the connection is re-established.
Restarting your gateway, modem or router may take a few minutes. During that time, you won’t be able to use your home Internet network.
Resetting the Helix Fi gateway to the factory settings
Did you restart the gateway, but the issue persists? It may be necessary to reset the gateway to the factory settings. Refer to the relevant procedure for your gateway model.
After resetting it, you’ll need to redo the initial setup of your gateway via the Helix Fi app.
Helix Fi gateway 2 (white)
- Press and hold the WPS button (the round button on the back of the gateway) for 60 seconds or until the indicator light blinks green.
- The reset is complete when the blinking stops.
Helix Fi gateway 1 (dark grey)
- Press and hold the reset button (on the back of the gateway) for 30 seconds using a pointed object. See where the button is located.
- The indicator light will start blinking. The reset is complete when the blinking stops.
Restarting the modem and router
There are two ways to restart your equipment.
Method #1: Restart 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.
Method #2: Restart manually
Unplug the power cable from the modem and the router, wait a minute, then plug them back in.
Need help?
Our Technical Support team is available 24/7 to help you. Contact them via chat or by phone!
Troubleshooting a device with the Helix Fi app
Is one of the devices connected to your Helix Internet network particularly slow? You can test its network connection using the Helix Fi app.
- In the WiFi section, select the device you want to inspect.
- Tap Troubleshoot Device.
To test the connection of all your devices at the same time, go to WiFi > Troubleshoot > Test your whole home network.
Connecting to Wi-Fi 6
The Helix Fi 2 gateway offers Wi-Fi 6 technology. For your computers to connect to Wi-Fi 6 without issue, we recommend that you check for updates to your computer’s network card drivers and run these updates so you can enjoy the benefits of your gateway.
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”.
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.
