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Assisted Self-Installation and Repair Program

To protect the heath and safety of our team and Members, we have introduced the Assisted Self-Installation and Repair program.

With this program, technicians will perform service installations and repairs on the outside of the home and guide Members remotely through the necessary steps if work inside the home is required. Only when absolutely needed will technicians come into your home.

Here’s how the Assisted Self-Installation and Repair program works.

  1. Our technicians will perform the required service work outside your home.
  2. If applicable, the necessary equipment for you to complete the required steps inside your home will be left at your door.
  3. Our technicians will guide you through the steps over voice or video call directly from their service vehicle.
  4. They will remain on-site until your services are up and running.
  5. Our technicians will come into your home only when needed. In this situation, they will practice proper sanitation and social distancing measures. We ask that you please follow these practices as well.

Simple steps for assisted self-install of your Internet services.

Our technicians will walk you through any work you need to do inside your home. Should you want to get a head start, you can familiarize yourself now with the simple instructions by selecting the appropriate service below.

Valerie Modem: Fibre Internet jack already comes into my home.
Valerie Modem: Fibre Internet jack does not come into my home.
Steve Modem: Internet jack does not come into my home.

VALERIE MODEM: PERMANENT INSTALLATION

The technician will leave a box with your modem, cable and power supply at your door. Once you have unpacked everything, our technician will walk you through the following steps:

  1. Locate the fibre jack already installed in your home. If you can’t locate it, no worries, our technician will help.
  2. In the box, you will find a white cable that has been pre-connected to your modem. If there is a dust-cap on the end, remove it.
  3. Plug the green end of the white cable into the wall jack. Ensure the correct orientation into the wall jack.
  4. Connect the power supply to the modem.
  5. Connect the other end of the power supply to a power outlet.
  6. Wait until you see three solid white lights on the front of the modem. This may take a few minutes.
  7. Connect to Wi-Fi with the network name and password located on the back of your modem.

You’re all set to go!

VALERIE MODEM: TEMPORARY INSTALLATION

Your modem will be pre-connected to the network using a temporary wire from the exterior of your home. The technician will leave the connected modem and a box containing the power supply at your door. Bring the box and modem into your home, keeping the modem connected as you do so, and our technician will walk you through the following steps:

  1. Connect the power supply to the modem.
  2. Connect the other end of the power supply to a power outlet.
  3. Wait until you see three solid white lights on the front of the modem. This may take a few minutes.
  4. Connect to Wi-Fi with the network name and password located on the back of your modem.

Once we resume full service, we will return to permanently and securely install all wires. In the meantime, please ensure they are out of the way to avoid injury or disconnecting your service.

You’re all set to go!

STEVE MODEM: TEMPORARY INSTALLATION

Your modem will be pre-connected to the network using a temporary wire from the exterior of your home. The technician will leave the connected modem and a box containing the power supply at your door. Bring the box and modem into your home, keeping the modem connected as you do so, and our technician will walk you through the following steps:

  1. Connect the power supply to the modem.
  2. Connect the other end of the power supply to a power outlet.
  3. Wait until the blue light on your modem is solid. This may take a few minutes.
  4. Connect to Wi-Fi with the network name and password located on the back of your modem.

Once we resume full service, we will return to permanently and securely install all wires. In the meantime, please ensure they are out of the way to avoid injury or disconnecting your service.

You’re all set to go!