RESIDENTIAL SUPPORT
Get answers to your questions.
Frequently Asked Questions
Typical Internet usage such as Email or surfing online, doesn’t tend to use much data. However, streaming devices, videos, games and apps can use up a lot more Internet usage. Here is an approximate guide line to file sizes for common online activities:
- Email: 300KB (with small attachment)
- HD Photo: 2MB
- Music: 5MB per 4-minute song or 75MB per streaming hour
- YouTubeTM: 5MB per minute or 300MB per streaming hour
- HD Movie or Sports Event: 5GB
- Video Gaming: Up to 35GB or more for an HD console or PC game
These examples are intended as estimates only.
No. All of our packages are Unlimited Data.
No. We do not throttle any of our speeds.
Click on the following link to perform a speed test and discover what speeds you are getting: Speed Test.
Perform the test three times in order to get an accurate reading and record your speeds.
If you are getting your advertised speeds, then the issue is not your Internet speed or connection.
If you are not getting your proper speeds, determine if your device is connected over Wi-Fi or not.
We cannot guarantee your Wi-Fi speeds but will assist to get you the best Wi-Fi speeds possible for your home.
There are a lot of environmental factors that can negatively impact Wi-Fi. Ensure your modem is set up in the best way possible for your home (see: 'What is the best location for my Wi-Fi router?' from the Internet - Wi-Fi FAQ).
Is the device that is slow close to your modem/router? If you are on another floor or far from your modem you may need an extender. Please reach out to support to find out your options!
If you are close to your modem and have followed the "Setting up your Wi-Fi Network" Instructions and are still experiencing slow speeds, reboot your connecting device once to see if it's an issue with the device (such as your mobile phone, TV, computer, or tablet).
Still slow? Reboot your Sunwire modem once (Sunwire modems should rarely need to be rebooted).
If this improved your speed but you need to keep rebooting your modem or you have rebooted the modem and your speed has not improved, please contact our support team to open a ticket so that we may investigate further.
Can you try another Ethernet cable? If you get faster speeds after changing the cable, the issue is the cable.
Can you try on another computer? If you get slow speeds on one device, but not another, the issue is not the internet speed, but the device which is getting the slow speeds.
If your speed has not improved, please contact our support team to open a ticket so that we may investigate further.
Sunwire offers the following modems:
Arris DG3270
In order to put your modem in bridge mode you will need to reach out to us to change the modem’s settings from our end or it will lose its settings once rebooted. Please contact us.
There are many reasons why your Wi-Fi may not be working. Identify your modem's model and view the modem's LED lights:
To confirm if the Arris Modem has Internet connectivity please ensure the top 3 lights are lit solid like the image above and that the circled light is not flashing. To confirm that Wi-Fi is active the 2 lights under the 3 solid lights should be flashing. If they are not flashing your Wi-Fi is not enabled and you would need to contact us to enable it for you.
Arris DG3270
To confirm if the Arris Modem has Internet connectivity please ensure the top 3 lights are lit solid like the image above and that the circled light is not flashing. To confirm that Wi-Fi is active the 2 lights under the 3 solid lights should be flashing. If they are not flashing your Wi-Fi is not enabled and you would need to contact us to enable it for you.
To confirm that the Motorola Modem has Internet connectivity please ensure the green power light and 3 blue lights underneath are lit and that the circled one is not flashing. To confirm the Wi-Fi is active a green Wi-Fi light underneath the 4 standard lights will be lit. The Wi-Fi light will flash once a device is connected to it. If the Wi-Fi light is not lit the Wi-Fi on the Modem is not enabled. Please contact us to enable your Wi-Fi.
To confirm that the Technicolor modem has Internet connectivity please ensure the 4 top lights in the red rectangle of the picture are lit. The power and online light should be solid green, the US and DS lights should be solid or flashing. If you have any Ethernet cables connected to the 4 available ports on the back you will see the corresponding light in the front lit as well (see green rectangle in image). You can turn Wi-Fi on with the Wi-Fi on/off button on the back of the Modem. If Wi-Fi is off, pressing it once will toggle between 2.4 Ghz and 5 Ghz Wi-Fi, 2.4 Ghz only, 5 Ghz only, and then back off again. You can tell which Wi-Fi mode is enabled by looking at the lights on the front (see orange rectangle). If 2.4 Ghz or 5 Ghz Wi-Fi are enabled, their lights will be solid if no devices are connected to them, and flashing if devices are connected. If they are not lit up, then they are not enabled. If you are experiencing any issues and the above details are not what you are seeing please reach out to support for assistance.
To confirm that the SmartRG Modem has internet connectivity please ensure the circled lights are bright. They may flash periodically but should be solid green most of the time. To confirm the Wi-Fi is active the WLAN light should be solid green. If this is not lit you can push the WLAN button on the back of the Modem to toggle it on. If you are unsure of how to connect once the WLAN has been enabled and is solid green please contact us for assistance.
To confirm that the SmartRG Modem has internet connectivity please ensure the circled lights are bright. They may flash periodically but should be solid green most of the time. To confirm the Wi-Fi is active the WLAN light should be solid green. If this is not lit you can push the WLAN button on the back of the Modem to toggle it on. If you are unsure of how to connect once the WLAN has been enabled and is solid green please contact us for assistance.
To confirm that the SmartRG has Internet connectivity please ensure the 4 top lights in the red rectangle of the picture are lit. The power and online light should be solid green. The US and DS lights should be solid or flashing. If 2.4 Ghz or 5 Ghz Wi-Fi are enabled, their lights will be solid if no devices are connected to them, and flashing if devices are connected. If they are not lit up, then they are not enabled. If you are experiencing any issues and the above details are not what you are seeing please reach out to support for assistance.
If the lights are acting as they should, please review 'What is the best location for my Wi-Fi router?'. If Wi-Fi connectivity issues persist, please contact our support team.
Having Wi-Fi set up in the most effective physical location possible is the best way to resolve most Wi-Fi related issues.
The most common problem is being too far away from the router, or the router not being located in the ideal location.
The further you get, the slower the Wi-Fi will be, until it disconnects completely.
If you live in a large home, or depending on the materials the home was built with, you may not be able to get a Wi-Fi signal throughout the entire home unless multiple Wi-Fi access points are set up.
We recommend to set up your router in an upper level in a central location.
Wi-Fi signals transmit outwards like a circle and get weaker the longer the distance until it no longer works.
Wi-Fi also transmits better going from up to down like on the main or second floor, as opposed to from down to up, a common example being in a basement.
Setting up the Wireless Router in an upper central location of the home ensures that as much of your home can be covered as possible.
Interference is the second most common reason for Wi-Fi related problems.
Wi-Fi works on different radio frequencies, but the most common is 2.4 Ghz.
There are many other devices not related to Wi-Fi that use this wireless frequency and can interfere with your Wi-Fi signal.
The most common interferers are:
- Other Wireless Routers/Wireless Access Points: Most wireless routers will automatically change their channel to one with the least amount of interference upon rebooting. We would recommend rebooting each Wi-Fi router or access point in the home, one at a time until this has been completed and then retest.
- Baby Monitors: After rebooting your router to ensure it's on the channel with the least interference, we would recommend making sure any baby monitors or cordless phones are at least 15 feet away from any wireless router.
- Microwave: Ensure your Router is not in the same room as a microwave, or that the microwave is not directly on the other side of the wall as the Wireless Router. It's a good idea to be at least 15 feet away from any microwaves.
- Electrical Panel: If your Modem is in a utility area, next to an Electrical Panel, try to move the Modem as far away from the panel as possible.
You must first ensure that Wi-Fi is enabled on your device:
If you are on a laptop, look for a Wi-Fi key/button on the keyboard. If you are on a mobile device, go to your Settings and ensure Wi-Fi is set to ON or ENABLED.
If you are still having difficulties, follow the step-by-step instructions below based on your device type:
Android OS (Eg: Mobile Phones / Tablets)
- From your home screen, tap: Applications -> Settings -> Wi-Fi -> Wi-Fi Settings to view your Wi-Fi toggle button.
- Enable the Wi-Fi to have the device scan for available Wi-Fi networks.
- Tap your Wi-Fi network.
- Enter your Wi-Fi password.
- Tap Connect.
Apple iOS (Eg: iPhone, iPad Tablets)
- Tap Settings to view a list of configurable items
- Locate Wi-Fi and Tap it to view its status
- Toggle the Wi-Fi button to on. The device will now scan for available Wi-Fi networks
- Tap the Wi-Fi network name associated with your Wi-Fi modem
- Enter your Wi-Fi password when prompted. Tap join
Personal Computers (Eg: Windows 10, 8, 7 etc)
- Click on the Wi-Fi Icon in the bottom right hand corner of your screen (for Windows 8, make sure you are on desktop view)
- Select your network name and click connect
- Type in your Wi-Fi password and click OK (If prompted, please select Home Network)
MAC (Eg: Sierra, Yosemite)
- Click on the Wi-Fi Icon along the top menu bar
- Select your Wi-Fi network and click Join
- Type in your Wi-Fi password and click OK
If problems persist, please contact us.
-
Ensure the Wi-Fi on your device is enabled/on:
If you are on a laptop, look for a Wi-Fi key/button on the keyboard. If you are on a mobile device, go to your Settings and ensure Wi-Fi is set to ON or ENABLED.
If you are still having difficulties, follow the step-by-step instructions below based on your device type:
-
Verify the physical location of your router:
Please refer to 'What is the best location for my Wi-Fi router?'
-
Reset the connection by forgetting and reconnecting to the Wi-Fi network:
On your device, find the Wi-Fi network and tell your device to forget that network. This will allow your device to reset some settings such as usernames, passwords, or configurations that may allow you to reconnect again.
-
Move your device closer to the router:
Make sure you are in the same room as the router you are connecting too. This could help determine if signal/range is an issue.
-
Restart the non-connecting device:
Restart your computer, tablet or mobile device by allowing it to power down and then turn it back on.
Restarting your Wi-Fi device can often resolve internal issues that may be causing Wi-Fi connectivity problems.
-
Reboot Sunwire's device (Note: This should not have to be done regularly):
If you have followed all of these steps and are rebooting your modem regularly or none of your Wi-Fi devices will connect, please contact our technical support team.
There are a lot of environmental factors that can negatively impact Wi-Fi. In order to ensure your modem is setup in the best way possible, please review the following Frequently Asked Questions:
- What is the best location for my Wi-Fi router?
- Can other household devices interfere with my Wi-Fi connection?
- How do I connect a device to my Wi-Fi network?
If you are close to your modem, have reviewed the other Frequently Asked Questions and are still receiving slow speeds - reboot your Sunwire modem (this should not have to be done often).
If this improves your speed but you need to keep rebooting your modem or have rebooted the modem and your speed has not improved, please contact technical support for further investigation.
There are a lot of environmental factors that can negatively impact Wi-Fi. In order to ensure your modem is setup in the best way possible, please review the following Frequently Asked Questions:
- What is the best location for my Wi-Fi router?
- Can other household devices interfere with my Wi-Fi connection?
- How do I connect a device to my Wi-Fi network?
If you are close to your modem, have reviewed the other Frequently Asked Questions and are still receiving slow speeds - reboot your Sunwire modem (this should not have to be done often).
If this improves your speed but you need to keep rebooting your modem or have rebooted the modem and your speed has not improved, please contact technical support for further investigation.
There are a lot of environmental factors that can negatively impact Wi-Fi. In order to ensure your modem is setup in the best way possible, please review the following Frequently Asked Questions:
- What is the best location for my Wi-Fi router?
- Can other household devices interfere with my Wi-Fi connection?
- How do I connect a device to my Wi-Fi network?
We cannot guarantee your Wi-Fi speeds but will assist to get you the best Wi-Fi speeds possible for your home.
Click on the following link to perform a speed test and discover what speeds you are getting: Speed Test.
There are a lot of environmental factors that can negatively impact Wi-Fi.
In order to ensure your modem is setup in the best way possible, please review the following Frequently Asked Questions:
- What is the best location for my Wi-Fi router?
- Can other household devices interfere with my Wi-Fi connection?
- How do I connect a device to my Wi-Fi network?
If you are close to your modem, have reviewed the other Frequently Asked Questions and are still receiving slow speeds - reboot your Sunwire modem (this should not have to be done often).
If this improves your speed but you need to keep rebooting your modem or have rebooted the modem and your speed has not improved, please contact technical support for further investigation.
Once the 'Record' button is pressed, the PVR will start the recording from the beginning of the show so that you capture the entire show from start to finish.
Yes. You can press the 'Replay' button to restart the show from the beginning. You can press 'Record' at any time to start recording the show from the beginning.
There is no limit to how many shows you can PVR at one time.
The only PVR limit is 100 hours per customer. PVR recordings are automatically removed after a period of 12 months.
To Page Up or Page Down in the EPG menu, simply use the 'Skip Back' and 'Skip Forward' buttons (on either side of the 'Record' button).
From the Home Screen, enter the PVR menu.
- Find the show you would like to delete using the Recent, Future, Scheduled Recordings Menu on the left.
- When the show you would like to delete is found, use the directional arrows to highlight the show you would like to delete.
- Press the 'Menu' button on the remote.
- Use the directional buttons to select 'Delete' from the menu and press 'OK' on the remote.
The show is deleted.
If you have chosen to select a series rather than only 1 show, then you must click the 'series' in the PVR menu to open each individual episode for individual deletion. Alternatively, if you wish to delete the entire series that was recorded - simply press the 'Menu' button on the 'series' from the PVR menu.
Reminder: After view a PVR show or if you exit from viewing a PVR show, you will be presented with a pop up to Save or Delete the show.
At this time, the device only support the Sunwire color theme.
STube is a YouTube client for set-top boxes (STB) and Android-based TVs that corrects problems Android users may experience using YouTube. This client is intended to fix such flaws.
Navigation, content and performance are all the same as YouTube.
Yes. Press 'GUIDE' on the remote to pull up the EPG (electronic programming guide). With the Guide visible:
- Press the remote's 'MENU' button.
- Use the directional arrows to select 'Category' from the menu and press 'OK'.
- In the Category menu, select the 'Subscribed Only' option.
You will now only see the channels for which you are subscribed to in the Guide.
Each set-top box receiver (STB) has the ability to have its own Favourites list. From the guide or while watching a channel - press the MENU button.
- Use the directional arrows to select 'Favourites' from the menu and press 'OK'.
- You will be presented with the 'DEFAULT (All Channels)' as well as the ability to select existing Favourites menu/users or the ability to 'Add New User'
- To create a new Favourites menu - select and click the 'Add New User' button.
- The keyboard will appear and you will be asked to enter the name of the new user.
- Once the name has been saved, you will be prompted to select the 'Favourite Channels' for the specific user. When finished, press the 'Back' or 'Menu' button. You will be prompted to save the favourite channels. Click 'Save'.
You can now start viewing a specific 'Favourites' list.
To view, edit or delete a 'Favourites' list - simply initialize the 'Favourites' MENU and click the name of the 'Favourites' list that you would like to view/modify.
Each customer's private PVR is capable of holding up to 100 hours (that's at the customer level, regardless of how many STBs a customer has). Once the PVR reaches its limit, any attempt to record a new show or series will present the following message: "Warning - Currently there is no storage available for PVR."
Your device is configured with a sleep timer of 150 minutes of inactivity. After 2.5 hours of inactivity, a popup appears asking "Are you still watching?" with the option to press "Yes" or, after 300 seconds, the device will go to sleep.
This differs from traditional TV because the IPTV is constantly using data to deliver the stream, even when running in the background (e.g.: If you watch Sunwire TV and then switch TV inputs; the Sunwire TV stream is still being delivered and using resources (internet) in the background).
Yes, the device supports Bluetooth (BT) and can be paired with your BT sound bar or BT headphones.
If you are experiencing sound issues, please ensure that the following configurations are set on your set-top box (STB).
- Press the "Home" button on your remote.
- Use the button's arrows to navigate to the "Settings" icon in the top right. Press "OK
- Click on "Device Preferences".
- Scroll down and click on "Sound".
- Click the "BitStream" menu option.
- Click the first option - "Audio device". Ensure your Audio device is set to "Decode".
- Use the remote's "Go Back" button to go back to the Settings' "Sound" menu.
- Click "Select formats". Ensure your format is set to "Auto: Use the format that your device reports supporting (recommended)".
- Press the "Go Back" button until you return to the main menu or press the "Home" button.
Try your TV service again. If you are still experiencing issues, please contact our support team.
Your phone line is setup to ring 5 times and then go to voicemail.
Accessing your voicemail:
- Dial *98
- Enter the default password: 1234
Log into your voicemail's main menu. From the voicemail menu, press 0 for voicemail settings.
This will then give you the option to change your voicemail to what you want.
Once back in the main voicemail menu press 3 for greetings. Then select the option to record your greeting.
You will be presented with 3 options:
- Busy Greeting
- Unavailable Greeting
- Temporary Greeting
Once your unavailable greeting is recorded, ensure to save the greeting by following the voice prompts. Your voicemail greeting is now setup.
Log into your voicemail's main menu.
- Press 0 for Mailbox Options
- Press 1 to change your password
- Enter your new password followed by the # key
- 'Thank You' message confirms password change.
To check your voicemails, simply dial *98, enter your password and press 1 to listen to new messages.
Our North America plan is free long distance to anywhere in Canada or the United States excluding the territories (Alaska, Hawaii, Nunavut, Northwest Territories, Yukon).
Our Local plan is 3 cents / minute to anywhere in Canada or the United States excluding the territories (Alaska, Hawaii, Nunavut, Northwest Territories, Yukon).