Checking the basics
- 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
- 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.). This may be all it takes to solve the connection issue.
- The problem still hasn’t been resolved? Restarting your gateway or router might do the trick.
Warning: If your area is part of Videotron’s Operation High Speed, your Helix installation includes an additional device at the network entry point. Since this device belongs to Videotron, we ask that you do not modify its connections.
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 Helix gateway or router.
If more than one LAN port is being used, temporarily unplug the other devices and try again.
Good to know
The new Helix Fi 2 gateway introduces 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 new gateway.
Restarting the Helix Fi gateway, the router or the modem
Restarting manually
- Unplug the power cable from your terminal, router or modem, 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.
Restarting the modem using the Reset button
Restart your modem if you plug a new device (e.g., a computer or router) into its Ethernet socket, so that it recognizes it and assigns it an IP address. Restarting can also be a solution if you have a connection issue.
- Locate the Reset button at the back of the modem.
- Push and hold the tip of a pencil or paper clip in it for three seconds.
- Wait for the modem to reset.
Restarting your devices may take a few minutes. During that time, you won’t be able to connect to the Internet or stream videos.
Troubleshooting a device with the Helix Fi app
The content in this section is intended for Helix Internet customers only.
Peripherals connected to your Wi-Fi network may be causing connectivity or speed issues. Here’s how to check if this is your case:
- 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.
Good to know
You can also use the Full Network Test feature in the Helix Fi app to check the quality of the Wi-Fi connection of any of your devices and see tips on how to improve the situation yourself if a problem is found.
Using advanced features: Restarting with the Admin tool
The content in this section is intended for Helix Internet customers only.
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.
For networking equipment you have purchased (e.g., a wireless router), follow the instructions in the manufacturer’s manual.
FAQ about Internet connection issues
Find the instructions to connect each type of device you have to your network in our article How to connect household devices to the Wi-Fi network?
Wi-Fi 6 (802.11ax), the latest generation of standard Wi-Fi, brings many advantages, including better download capacity, increased capacities for more devices, as well as improved performance.
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”.
Manage your Wi-Fi like a pro thanks to its simple, user-friendly options of the Helix Fi app. See how to properly configure your Wi-Fi.
Are you subscribed to an Internet service other than Helix and using a Videotron Router? Learn how to configure your Wi-Fi network.
Find all the information that will make your Wi-Fi network strong and stable in our article How to improve your Wi-Fi network?
Paired with your Helix Fi gateway, the Wi Fi pods that you plug into a power outlet enable you to extend your home’s Wi-Fi network for a consistent coverage in every room. More details.
If you haven’t found the solution to your Wi-Fi problem, contact our Technical Support service.
The website you are trying to access may be down.
However, if it’s a site that streams unauthorized NHL games, it’s normal for you to be unable to access it. Access to unauthorized streams of live NHL games is disabled in Canada by an Order of the Federal Court, as this content is copyrighted and cannot be redistributed.
For more information, see the Order regarding unauthorized streams of live NHL games.
