Internet Support

Got Plume "pods"? You can manage your Wi-Fi settings easily through the Plume HomePass app if you subscribe to AccessHyperSpeed+ or AccessSmart Wi-Fi+.

Got a modem "box"?  Click here for how to change your Wi-Fi name and password on your modem.

On the home screen, click on the gear symbol beside Adapt. Under the WPA/WPA2 SSID, tap on Home, Guests, or Internet Only to access that zone's page. 

Click on "Show" to view the password, or click on the three dots to edit the password. After changing the password, click "Update" to save the changes.

First steps:

1. Keep your devices updated, and check for viruses and malware. 
2. Try to restart your device. 

Test your Internet speeds 

1. If you have a wireless modem, stand within a few feet of your modem and connect your device to its 5G network. If you use a wired modem, connect an Ethernet cable from one of the available Ethernet ports on your wired modem to the Ethernet port on your device. 
2. Visit www.speedtest.net and click or tap Go. 
3. Run the speed test a few times and check the average of your speeds.   

Restart your modem 

1. Disconnect the power cord from the back of your modem. 
2. Wait 20 seconds and reconnect the power cord.      
3. Restart your device, reconnect to your Wi-Fi network and test your Internet connection. 

Check connections 

1. Follow the coaxial cable on the back of your modem -  back to the coaxial port and identify any damage to the cable or devices, such as coax-splitters it might pass through. Ensure that the coaxial cable connectors are 'finger tight' or snug.
2. If you are using an Ethernet cable to connect your device to the modem, check the Ethernet cable for damage such as kinks, cuts, or punctures. Also check the ends for any visible signs of damage. If you have an alternate Ethernet cable available, try using that to connect your device to the modem. 

Having connection problems? Here’s how to resolve them: 

• Test your speeds: Visit speedtest.net and perform a speed test. Ensure you’re close to the modem and use its 5G network.
• Check for planned outages: Visit myaccess.ca/outages to find out the latest maintenance information in your area.
• Test an alternate device: Connect a different device to check for device-specific issues.
• Check modem connections: Visually inspect the cables connected to your modem and ensure there is no visible damage to them.
• Restart your modem: Unplug the power cable, leaving all other connections in place, wait 30 seconds, plug back in, and test.
• If your modem shows no lights, try plugging it into a different outlet or testing your electrical outlet with an alternate device.

Locating your Wi-Fi password 

1. Connect your device to the modem, directly via an Ethernet cable or wirelessly via Wi-Fi.  
2. Open a web browser and visit 192.168.0.1.  
3. Sign in using the following credentials: 
   • Username: cusadmin 
   •  Password: password (or your Wi-Fi password) 
4. Select Wireless from the menu at the top of the page. 
5. Select the WPS & Security tab. 
6. Locate your current Wi-Fi password under the Security Settings section. 

Connecting your Device  

1. Consult your device’s manufacturer guide or website to find out where the WIFI settings are located.
2. Locate your modem, and stand near it.
3. Navigate to the WIFI settings on your device.
4. Choose to connect to the Access 5g network.

Having connection problems? Here’s how to resolve them: 

1. Test your speeds: Visit speedtest.net and perform a speed test. Ensure you’re close to the modem and use its 5G network. 
2. Check for planned outages: Visit myaccess.ca/outages to find out the latest maintenance information in your area. 
3. Test an alternate device: Connect a different device to check for device-specific issues. 
4. Check modem connections: Visually inspect the cables connected to your modem and ensure there is no visible damage to them. 
5. Restart your modem: Unplug the power cable, leaving all other connections in place, wait 30 seconds, plug back in, and test. 
6. If the device is connected but still not working, try: 
   • Forgetting the network. 
   • Restarting the device. 
   • Reconnecting to the network. 

AccessSmart Wi-Fi+ is an adaptive mesh Wi-Fi system that optimizes the  Wi-Fi based on your usage to deliver the best speed and coverage. It works by learning about your home environment and the devices you use, to provide you with a better browsing experience. You’ll enjoy an even better experience with the HomePass app's enhanced parental controls, smart home protection, and advanced cyber security. 

1. Is the speed issue being noticed on just one device, or all devices? Try running a speed test through the Homepass app - or plumewifi.speedtestcustom.com on multiple devices.  
2. If the issue is happening on multiple devices, try restarting your modem by unplugging it from electrical power for 20 seconds, and plugging it back in.  
3. Check if any of the LEDs of the pods is slowly pulsing, which means it is disconnected. 
4. If one or more pods are offline, follow the steps described here to resolve the issue. 
5. If the issue is happening on a single device, try restarting that device and running a speed test again through the Homepass app or plumewifi.speedtestcustom.com. 
6. If none of the above resolves the issue, try using the Homepass support article here 
7. If the speeds are still showing as low, try Chatting with a Technical Support Agent Live or Contacting Customer Support.  

AccessSmart Wi-Fi+ is an adaptive mesh Wi-Fi system that optimizes your Wi-Fi based on your usage to deliver the best speed and coverage. It works by learning about your home environment and the devices you use to provide you with a better browsing experience. You’ll enjoy an even better experience with the HomePass app's enhanced parental controls, smart home protection, and advanced cyber security. 

Routers have limited coverage; extenders can often improve the coverage, but they degrade the internet speed; mesh Wi-Fi systems provide relatively higher coverage without degrading speed.  

AccessSmart Wi-Fi+ takes mesh Wi-Fi to the next level, using Plume's adaptive technology to optimize your Wi-Fi based on your usage. This delivers the best speed and coverage. Since every home is different, the system learns about your home environment, device types and data requirements to provide each device the right speed and coverage, allowing you to use more devices efficiently at the same time. Additionally, included network management and security features filter out suspicious content, monitor your devices and can even block ad content from websites, improving your browsing experience.

The HomePass app gives you total control of your Wi-Fi network.

To access the HomePass app, download it from the Apple App Store or Google Play Store, then launch the app and sign in using your Plume account credentials; you can either use a "Magic Link" sent to your email or enter your password directly, depending on your account settings. 

On the home screen, click on the gear symbol beside Adapt. Under the WPA/WPA2 SSID, tap on Home, Guests, or Internet Only to access that zone's page. 

Click on "Show" to view the password, or click on the three dots to edit the password. After changing the password, click "Update" to save the changes.

1. Unplug the modem from power for at least 20 seconds. 
2. Unplug the Gateway pod from power and unplug anything connected to it by Ethernet. 
3. Plug the Ethernet cables back into the Gateway pod and into the modem. Plug the Gateway pod back into power. 
4. Plug the modem back into power and wait until the modem is fully restarted and its LEDs indicate there is an internet connection.  
5. Wait at least 2 minutes until Gateway pod's LED stops blinking  
6. If the Gateway pod's LED continues blinking and does not come back online, please contact support. 

With Smart WIFI+, you are unable to create a separate network specifically for your Guests. As an alternative, you are able to share uniquely created passwords with your Guests and provide a time limit. See below for more information.   

1. Navigate to the Menu & Settings screen pressing the 3 horizontal lines icon in the bottom right of your HomePass App.  
2. Press the Adapt located under the App settings header   
3. Locate the specific WIFI name you would like to provide Guest access to. Underneath your network name, you will see tabs for ‘Home’, ‘Guests’, or ‘Internet Only’. Selected ‘Guests  
4. Press on ‘New Guest Password’  
5. Fill out the applicable information:  
   • Guest name: Create a name for the device you will be setting this password for.  
   • WIFI password: Create a Guest password. Please remember it is suggested to share a different WIFI password than that of your regular home WIFI network  
   • Auto-disable WIFI Password: Option of Never, 1 hour from now, 3 hours from now, at the end of the day, or set a customer time  
   • Share home devices: Select which devices you would all the Guest device to communicate with via your local network. This helps to segment your network similarly to how setting up a standard Guest Network would.  
6. Press Add to save.  

Setting up Home, Guest, and internet only access. Customize the level of access to the network:   

• Home: full access to the internet and the devices on your network.   
• Guests: temporary access to your network.   
• Internet only: internet access only.   

Sharing your Wi-Fi passwords with friends and family:   

1. From the Home screen, tap the Menu bottom on the bottom right corner, then tap Adapt.   
2. Select between Home, Guest, or Internet only to access that zone’s settings.   
   1. Home (No limitations unless Guard or Freeze is enabled) – Share Home WIFI passwords with confidence. These passwords will allow Home devices to interact with all other similarly connected devices  
   2. Guest (Limited Access) – Share Guest WIFI passwords with people to are temporary visitors to your home. The only devices visible to these guests will be the ones you choose to make available.   
   3. Internet Only – Share these WIFI passwords with friends. Their devices will not be able to interact with any household devices.   
3. Next to the password you want to share, tap on the Share icon.   
4. Select the method you want to use to share the password (text, email, AirDrop) and send it.   
5. The recipient will receive a link. Clicking on it will take them to a web page from which they can copy the Wi-Fi name and password.  

1. From the person’s detail screen, tap on the top right-hand corner.  
2. Tap on Remove person which will remove the profile and historical data consumption information for that person. All previously assigned devices for that person will now be unassigned.  

Note: This does not disable their access to the Wi-Fi if they still have the password. If you would like to change the WIFI password, please see ‘How do I see or change my WIFI password?’ FAQ  

1. Navigate to the ‘People’ screen pressing the icon of two people in the bottom right of your HomePass App.  
2. Select the ‘Devices’ tab located at the bottom of your HomePass App screen  
3. Select the specific device you would like to set a freeze schedule for  
4. Select ‘Schedule internet freeze’  
5. Inside the ‘Schedule internet freeze’ section, select ‘New freeze schedule’   
6. Select from the options below:  
   • School nights: By default, this is set to freeze the specific device underneath this schedule for: 8PM-6AM on Mon-Thurs and Sunday. This can be altered by clicking on the ‘Freeze internet’ (start time), ‘Unfreeze internet’ (end time) and ‘Repeat’ (days that the schedule is active) sections. Additionally, if you want to create separate times for different days, you can add the same stipulations separately via clicking ‘Add time’.  
   • Bedtime: By default, this is set to freeze the specific device underneath this schedule for: 9PM-5AM on every day of the week. This can be altered by clicking on the ‘Freeze internet’, ‘Unfreeze internet’ and ‘Repeat’ sections. Additionally, if you want to create separate times for different days, you can add the same stipulations separately via clicking ‘Add time’.  
   • Indefinitely: Once applied, this will freeze the specific device indefinitely until you remove it.  
   • Custom: This an un-altered schedule in which you can change to your liking.  

Note: In essence, these 4 schedules are customizable down to the exact timeframes and even the name of the schedule itself (other than the indefinitely schedule, which is as its name would entail)  

The Deco system is a platform in which the internet service (being WIFI and one ethernet connection) is supplied by a TP-link Deco pod. Similar to the Smart Wi-Fi+ service, there is an application available that allows you to monitor/control certain functions of your network.

Deco and Smart Wi-Fi+ are similar in the essence where either operate of ‘pod’ devices that supply both Wi-Fi and an ethernet connection (per pod). Additionally, they both have applications in which you can monitor/control your network. The main difference between the two is that at this time, the Deco pods are typically offered in a singular pod per household) and only currently with our Rural Wireless and Fiber customers. In contrast, the Smart WIFI+ service allows for singular or multiple pods per household and is available for all of our internet service subscribers (Broadband, Rural Wireless, Fiber) . Please note, there are different costs associated with each service.

1. On your specific device (Android or iOS smartphone/tablet), go to either the Apple App Store or the Google Play Store.   
2. Search for and download the Deco App. Please note, some devices may not have this application available.  
3. Once installed, navigate to the App.  
4. From here, either use the credentials which the installing technician provided you (username/password) or select the ‘don’t have an account?’ button and follow the on screen instructions in order to create your own account.  

Note: If you have any issues pertaining to logging into the account (ex. Forgetting username or password), we suggest performing the ‘forgot your password’ function and following the on-screen prompts. Unfortunately, we do not have access to the management backend pertaining to the Deco App itself.  

1. When you open the Deco App, click on ‘More’ which is located at the bottom right-hand side of your Deco App display (beside Parental Controls)  
2. When on the More screen, navigate to and press the Wi-Fi Settings option  
3. In the Wi-Fi Settings section, you can both view/alter the W-Fi network name/password (and other settings).   

If you are a broadband (in town) customer: 

1. Locate your ONU/ONT (fiber modem) and Deco pod.  
2. Unplug only the power cable of the ONU/ONT (fiber modem), ensure the one light on the top of it goes out.   
3. Wait 20 seconds, and re-plug in the ONU/ONT to its power source  
4. While the ONU/ONT is rebooting, reset the Ethernet connection between the ONT and Deco pod (via pressing in the click, removing, and re-inserting the cable into the port on both the ONT and the Deco pod)   
5. After resetting this connection at both points, unplug the Deco pod from its power source  
6. Wait 20 seconds  
7. Re-plug the Deco into its power source.  
8. In roughly 2-10 minutes, the service should be restored.  
9. If it does not, please contact our 24/7 help desk report at 1-866-363-2225.  
    

If you are a Rural Wireless customer:

1. Locate your Radio’s power supply (black or white box with steady LED light on the top of it if it has power) and Deco pod(s).  
2. Ensure the connections are connected correctly, not, correct as per the stipulation below:  
3. One side should have a standard power cable plugged into a known, operating power source (such as a wall outlet or power bar)  
4. The other side should have 2 ports labelled POE and LAN:  
   • POE port: should have a black ethernet cable connected (which runs to the radio which is a dish located on your residence, most likely on the roof of the building you are in).  
   • LAN port: should have an Ethernet cable (with a standard colour such as yellow or blue, depending on its rating) that is connected to the Deco pod.  
5. Correct the wiring as per what is listed above  
6. Unplug the Radio’s power supply from its power source.  
7. Reset all other Ethernet-style connections on your power supply (by simply removing and re-inserting the connections)  
8. Wait 20 seconds  
9. Plug the Radio’s power supply back into its power source. The power supply should display a steady LED light once connected.  
   • If the LED light is flashing continuously, that indicates a short and please call 1-866-363-2225 so we can schedule a technician to exchange this equipment. 
   • If there is no LED light displayed (ensure you check all sides of the power supply), then attempt to retest while connecting the power supply to a different, known power source. If no light is shown, please contact us at 1-866-363-2225.  
10. While the Radio is rebooting, reset the Ethernet connection between the Radio and Deco pod (via pressing in the click, removing, and re-inserting the cable into the port on both the Radio and the Deco pod)   
11. After resetting this connection at both points, unplug the Deco pod from its power source  
12. Wait 20 seconds  
13. Re-plug the Deco into its power source. In roughly 5-15 minutes, the service should be restored.  
14. If it does not restore, please contact our 24/7 help desk support at 1-866-363-2225.  

Broadband customers (in town internet):

If the issue is happening on one device:  

1. Check if the problem is limited to just one device or all devices.  
2. If it’s only on one device, try restarting the device or disconnecting and reconnecting it to the network.  
3. If the problem persists, call the 24/7 help desk support at 1-866-363-2225.  

If the speed is slow on all devices:  

1. Unplug the power cord from the Deco pod, wait for 20 seconds, and then plug it back in. Check if this resolves the issue.  
2. If the issue persists, unplug the power cord from the ONU unit for 10 seconds, then plug it back in. Wait for 5-10 minutes and check if this resolves the issue.  
3. If not, contact the 24/7 help desk support at 1-866-363-2225.  

Rural Wireless Customers:  

If the issue is happening on one device:  

1. Check if the issue is isolated to just one device or if it affects all devices.  
2. If it’s only on one device, try restarting the device or disconnecting and reconnecting it to the network.  
3. If the problem persists, contact the 24/7 help desk support at 1-866-363-2225.  

If the speed is slow on all devices:  

1. Unplug the power cord from the Deco pod, wait for 20 seconds, then plug it back in. Check if this resolves the issue.  
2. If the issue persists, unplug the power cord from the power supply for the radio for 10 seconds, then plug it back in. Wait for 5-10 minutes and check if this resolves the issue.  
3. If the issue is still unresolved, contact the 24/7 help desk support at 1-866-363-2225.  

1. When you open the Deco App, click on ‘More’ which is located at the bottom right hand side of your Deco App display (beside Parental Controls).
2. When on the More screen, navigate to and press the Guest Network option.
3. In the Guest Network section, select ‘Turn On Guest Network’.
4. Set your Guest Network Password. If you leave it blank, this will create an Open Wi-Fi network in which no password would be required to connect (we highly suggest NOT leaving it blank and to use a secure password for a strong network).

1. Navigate to Overview then Devices  
2. Go to the Gear Icon (located in the top right)  
3. Select the 3 dots (located in the top right)  
4. If there is an option to Delete, you can select that. If not, you can select ‘Blacklist’  
5. Select the 3 dots in the top right. Then select Delete  
6. At the prompt, select ‘Delete’ again.   

1. Select ‘Parental Controls’  
2. Select 'Create a Profile’ (or select the ‘+’ icon located at the top right corner of your screen)  
3. Create a profile name, select an age range that you would like to set up this profile for, then select an avatar of your choosing. Once these are selected, click ‘Next’ located in the top right corner.  
4. From the list of devices, select the device(s) you would like to add the parental controls to. Once selected, press on ‘Done’, located in the top right corner.  
5. You should then see the Profile you have seen, and the Devices who are underneath that Profile.  
6. While in the Profile sections, you can alter 6 different fields:  
   • Device(s): You can add or remove devices via clicking on this field   
   • Filtered Content: You can select the ‘Filter Level’ which applies to the age range you set previously. Within this feature, you can manage the categories of what will be blocked  
   • Blocked Content: You can add/remove a certain Website or App that you would like to be blocked.   
   • Bedtime: You can set 2 different stipulations, whether it be School night or Weekends. This will allow you to turn on/off internet access to the devices managed by this Profile on a scheduled timeframe based on what day of the week it is. You can alter the days of the week that both Weekday and Weekend apply to via ‘Set Weekdays and Weekends’ section, located on the same page.  
   • Time Limits: You can set an overall Time Limit that the device can be active online. Similar to ‘Bedtime’, you can set different ranges for Weekdays and Weekends (and what days of the week apply to in the ‘Set Weekdays and Weekends’ section)  
7. Once completed, you can either alter these settings later or create a separate profile via repeating the previously advised steps.  

1. Locate your Radio’s power supply (black or white box with steady LED light on the top of it if it has power)  
2. Ensure the connections are connected correctly, not, correct as per the stipulation below:  
   • One side should have a standard power cable plugged into a known, operating power source (such as a wall outlet or power bar)  
   • The other side should have 2 ports labelled POE and LAN:  
     • POE should have a black ethernet cable connected (which runs to the radio which is a dish located on your residence, most likely on the roof of the building you are in).  
     • LAN which should have an Ethernet cable (with a standard colour such as yellow or blue, depending on its rating) that is connected to the Deco pod.  
3. Correct the wiring as per what is listed above.
4. Unplug the Radio’s power supply from its power source.  
5. Reset all other Ethernet-style connections on your power supply (by simply removing and re-inserting the connections).  
6. Wait 20 seconds.
7. Plug the Radio’s power supply back into its power source. The power supply should display a steady LED light once connected.   
   • If the LED light is flashing continuously, that indicates a short and please call 1-866-363-2225 so we can schedule a technician to exchange this equipment.   
   • If there is no LED light displayed (ensure you check all sides of the power supply), then attempt to retest while connecting the power supply to a different, known power source. If no light is shown, please contact us at 1-866-363-2225.  
8. While the Radio is rebooting, re-seat the Ethernet connection between the Radio and the router (Air cube, Deco pod, Plume Pod or 3rd party router)  (via pressing in the click, removing, and re-inserting the cable into the port on both the Radio and the router)   
9. After re-seating this connection at both points, unplug the router, wait for 10 seconds, and plug it back in. Internet should restore in 5-10 mins, If it does not work, contact the 24/7 help desk support at 1-866-363-2225.  
    

1. Please confirm that the power supply of the radio has three cables connected: the power cable, two LAN cables, one black cable coming from the roof going into the POE slot on the power supply, and one more Ethernet cable connected to the LAN port on the power supply. 
2. Connect the Ethernet cable coming from the LAN port to the Blue port (WAN 24V PoE OUT) on the Air Cube. 
3. Connect the power cable to the Air Cube and plug it into the power outlet. 
4. Wait for 5-10 minutes, and the given Wi-Fi name should start appearing. 
5. Try connecting using the password that was provided. 
6. If it doesn’t work, contact the 24/7 help desk support at 1-866-363-2225.

One device:  

1. Go into the network settings of that device. If connected via WIFI, ensure you are connected to your own WIFI network (if you are not, locate that network and attempt to toggle the WIFI service OFF then back ON after 20 seconds. If this does not work or if your device is connected via ethernet, restart the device.   

All devices:  

1. Go to the Network Settings of your device  
2. Go to WIFI or Wireless  
3. Turn this on if it is not already  
4. Look for your WIFI network within the list of available networks  (if you do not see your WIFI network, click on the ‘search available network’ section if available.)
5. If this is not available, or if you do not see the WIFI network, try to restart the device and repeat this process. If you still cannot see the network, follow the steps outline in the ‘How do I fix my internet being offline?’ section and repeat these steps if you complete those successfully.  
6. Select your WIFI network  
7. Enter your WIFI password (ensure this is entered correctly, as it is case-sensitive) 
8. Select ‘Connect’  
9. Ensure it says you are connected then test to make sure it works (go to a web browser such a Google and make a web search).  

Note: These are generic steps that should help with connecting a device to a WIFI network. As there are countless makes and models of devices, this will not be a ‘one-size-fits-all’ list of steps, but it should be broad enough for you to compare/contrast what you see on your screen to what is outlined above. If you require assistance, please do not hesitate to contact us at 1-866-363-2225