Quick Help Options
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Please follow the steps below:

1. On the back of the Internet Modem/Router you will find a sticker with the Wi-Fi credentials (network name or SSID and password).
2. On your computer, click on the wireless button located in the toolbar.
3. Look for your network name as shown on the sticker behind the Modem/Router and click “Connect”.
4. Enter the Password, wait for the connection to be established and you should be able to start browsing right away.
5. If you can’t connect after doing these steps, please contact our Technical Support Team.

Please check the following:

1. Make sure you are selecting the right Network Name as shown on the sticker behind the Modem/Router (if you haven’t change it).
2. Make sure you have entered the password correctly (remember this is case sensitive).
3. On your computer, right-click on the Wi-Fi connection and select “Forget the Network”.
4. After forgetting your network from the list, refresh the list of wireless networks available.
5. Look for your Network Name again and re-connect.
6. Try connecting to the network using another wireless device (tablet, laptop, smartphone etc.).
7. If you still can’t connect after doing these steps, please contact our Technical Support Team.

Please follow the steps below:

For DSL:

1.  Open your browser and type the following IP Address in the Address Bar: 192.168.17.1
2.  Enter the modem credentials we provided in the Wi-Fi instructions email notice.
3.  Click on the wireless option and select the desired wireless band 2.4G or 5G.
4.  In the SSID box you can change the Network Name.
5.  To change the password, go to passphrase box and change your password.
6.  Save your changes.
7.  If you are unable to change the wireless credentials for your device, please contact our Technical Support Team – 416-663-9600.

For Cable Hitron CGNM 3550 Modem:

1.  Open your browser and type the following IP Address in the Address Bar: 192.168.0.1
2.  Enter the following credentials, Username: cusadmin   Password: password
3.  Select Manage Wireless option.
4.  Go to basic settings tab and select the desired wireless band 2.4G or 5G.
5.  In the SSID box you can change the Network Name.
6.  To change the password, go to the password box and change your password.
7.  Save your changes.
8.  If you are unable to change the wireless credentials for your device, please contact our Technical Support Team – 416-663-9600.

For Cable Hitron CODA 4680 Modem:

The Hitron CODA 4680 by default has the “Band Steering” feature enabled which automatically connects your devices to either the (2.4G or 5G) network that offers the strongest signal. Only one network will appear when searching for Wireless connection even if you setup a different Wi-Fi network name and password for each network (2.4G and 5G). To be able to connect to each network separately, you will need to disable the “Band Steering” feature first by following the steps below.

Disabling the Band Steering Feature

1.  Open your browser and type the following IP Address in the Address Bar: 192.168.0.1
2.  Enter the following credentials, Username: cusadmin   Password: the same password used to connect to the Wi-Fi network.
3.  Click on the Wireless tab.
4.  Select Advanced tab.
5.  Set Band Steering to disable for both networks 2.4G and 5G.
6.  Save your changes.
7.  Proceed to changing your wireless username and password for each network below.

Changing the Wi-Fi Network Names and Passwords

1.  Open your browser and type the following IP Address in the Address Bar: 192.168.0.1
2.  Enter the following credentials, Username: cusadmin   Password: the same password used to connect to the Wi-Fi network.
3.  Click on the Wireless tab.
4.  Go to basic settings and select the wireless band 2.4G or 5G.
5.  In the SSID box you can change the desired Network Name.
6.  To change the password, go to the password box and change your password.
7.  Save your changes.
8.  If you are unable to change the wireless credentials for your device, please contact our Technical Support Team – 416-663-9600.

Please check the following:

1. The number of devices connected to the Internet at the same time can affect your speed since they are all consuming bandwidth (depending on the activity you are doing on each device). Make sure to disconnect all other devices connected (both wireless and hardwired) and leave only a single computer connected by an ethernet cable directly to the Modem/Router.
2. If the results are not within the acceptable range of your Internet plan, make sure you are not running any application that consumes bandwidth like: Skype, Ares, BitTorrent, etc., and ensure that your virus protection software is suspended. Close all the tabs that might be open in your browser, except for the speed-test, then run the test again.
3. Try using a different browser or update your browser to the latest version, then run the speed-test again.
4. Reboot your Modem by turning the device OFF (or unplug the Power cable) then turn it back ON.
5. If you are still experiencing slow speeds, please contact our Technical Support Team.

Please follow the steps below:

For DSL:

1. Make sure the connections are tight and secure at the back of the Modem.
2. Check the DSL and Internet light on the Modem. The DSL light should be solid green and Internet light should be blinking green.
3. If either one of the DSL or Internet lights is OFF, please try rebooting the Modem by turning the device OFF (or unplug the Power cable) then turn it back ON.
4. If you still don’t have Internet connection, please contact our Technical Support Team.

For Cable:

1. Make sure the connections are tight and secure at the back of the Modem.
2. Check the US, DS and Online light on the Modem. All three lights should be ON.
3. If any of these lights is OFF, please try rebooting the Modem by turning the device OFF (or unplug the Power cable) for 30 seconds, then turn it back ON.
4. If you still don’t have Internet connection and some lights are still OFF, please contact our Technical Support Team.

Please follow the steps below:

1. Log into your Comwave Account online using the MyAccount Web Portal.
2. Click on the Internet tab located in the Menu on the left sidebar.
3. A summary of your current month’s usage as well as your previous month’s usage will be visible.

• If you are using an Amazon Firestick, download the Comwave TV App on your Firestick. See the Amazon Firestick installation guide here.
• If you are using a Comwave Set Top Box, choose the installation guide below based on your internet modem:
  • Hitron 3550 Modem Installation Guide
  • SmartRG SR515 Modem Installation Guide
  • Hitron CODA 4680 Modem Installation Guide

The Comwave Set Top Box can only be used with a Comwave internet connection, while the Comwave TV App installed on the Firestick can be used from anywhere there is internet service.

• If you have the Comwave Universal remote for the set top box, you can program it to control your TV. Please see the programming guide here.
• If you are using a Firestick to watch Comwave TV you can use the Firestick remote to control some functions on your TV.

• If you are using a Comwave Set Top Box, press the menu button on the Comwave Set Top Box remote. Select “Search” and enter the name of the show you are looking for.
• If you are using an Amazon Firestick, press the menu option on the Firestick and enter the name of the show or channel you are searching for.

• If you are using a Comwave Set Top Box, press the “Settings” button on the remote. Click “Time Zone” and select the city you live in or the one closest to you.
• If you are using the Amazon Firestick, press the “Home” button and choose the settings option. Select the “Preferences” option and click on “Time Zone” and the region or time zone for your area.

• If you are using a Comwave Set Top Box, go to “Settings” and click “Favourites”, and then select from the list of channels that you’d like to set as your favourites.
• If you are using the Amazon Firestick, go to the “Settings” option in the Comwave TV app, click “Favourites” and then select from the list of channels that you’d like to set as your favourites.

Netflix is available for download on the Amazon Firestick. Unfortunately, Netflix is not available for download through the Comwave Set Top Box.

In order to view Comwave TV on multiple TVs, you will require one Comwave Set Top Box or one Firestick for each TV.

Make sure the Set Top Box or Firestick is turned on and ensure the TV is set to the proper input source.

There is no limitation to the amount of shows you can record at once.

• If you are using a Comwave Set Top Box, please follow the instructions below:
  • Select “Settings” and select the Parental Control option on the left-hand side.
  • Enter a 4 digit security code of your choice.
  • Set the Parent Control toggle to ON.
  • Select the ratings you would like to restrict.
  • Once the Parental Control is set to ON, the security code will be required to view any programs that are restricted.
• If you are using the Amazon Firestick, please follow the instructions below:
  • Select the “Settings” option and click on the Parental option.
  • Enter a 4 digit security code of your choice.
  • Set the Parental Control toggle to ON, and select the ratings you would like to restrict.
  • Once the Parental Control is set to ON, the security code will be required to view any programs that are restricted.

You can store up to 250 hours of recordings.

• If you are using a Comwave Set Top Box, press the red button on your Set Top Box remote and select the desired timeframe on the Calendar to schedule the recording.
• If you are using an Amazon Firestick, go to the menu option and select “Record” to set the desired timeframe on the Calendar.

• If you are using the Comwave Set Top Box, select the “Menu” button on your Comwave remote.
• If you are using the Firestick Comwave TV App, select the “Menu” option and click on the recordings.

ComwaveTV requires active internet to view live and recorded shows.

• If you are using the Comwave Set Top Box, select “Settings” on your Comwave TV and select the Closed Caption option on the left-hand side to enable or disable.
• If you are using the Firestick Comwave TV App, select the “Menu” option. Go to “Settings” and click on the Closed Caption option on the left-hand side to enable or disable.

If you are experiencing buffering or freezing this is likely due to a slow internet connection or weak Wi-Fi signal. For customers using a Comwave Set Top Box, we recommend using an Ethernet cable from your internet modem to your Set Top Box for optimal TV experience.

Ensure your Comwave TV is powered on.

Check your internet connection.

Reboot your Comwave set top box by unplugging the power cord on your set top box, waiting 10 seconds, and plugging the power cord back in.

If there is no problem with your Internet connection and you continue to see a black screen, it could be related to the feed or you may not be subscribed to this particular channel. Please go to comwave.net/help/ and submit a “Trouble With My Service” ticket and a Technical Support representative will contact you.

Some channels may be missing because there is a filter applied to the Guide.

• If you are using a Comwave Set Top Box, press the yellow rectangle button on your Comwave Set Top Box remote and follow the instructions below:
  • In the channels section, toggle to “All Channels”.
  • In the quality section, toggle to “All”.
  • Select OK to apply settings.
  • You should now see all the channels in your guide.
• If you are using the Firestick Comwave TV App, select the menu option and follow the instructions below:
  • Click on “Filter”.
  • In the channels section, toggle to “All Channels”.
  • In the quality section, toggle to “All”.
  • Select OK to apply settings.
  • You should now see all the channels in your guide.

There may be an issue with your internet connection. To ensure there is no issue with your connection, please check to ensure that your internet is working. If the issue persists, please contact the Comwave Technical Support Team at 416-663-9600.

You may be experiencing a lack of audio because the volume is not turned up on your set top box and/or TV. If you are using a Comwave Set Top Box, please ensure that you adjust the volume using the Set Top Box remote. Also check to ensure that you have not accidentally activated the Mute button.

• If you are using a Comwave Set Top Box, please ensure that the batteries in the remote are not low. It is important to point the remote at the Set Top Box and ensure that there is nothing covering the Set Top Box that may be interfering with the signal from the remote.
• If you are using the Amazon Firestick, please ensure that the Firestick remote is paired with your Firestick. Click here for full instructions.

Some telephone companies charge as much as $7.50 per month for Caller ID with Name. At Comwave we believe that it should be included which is why most of our plans include It for free. Nice! In case you don’t know, this feature allows you to see the name and phone number of the person calling you.

Dial * 67 followed by the number you wish to call.

This is a great way to protect your privacy and it’s free on all our Home Phone plans. It allows you to make a call without the other party seeing your Name or Number on their display. You can activate Caller ID Block on a per-call basis (for only one call), after that the Caller ID will return to its previous status.

Start protecting your privacy with Comwave Caller ID Block.

Comwave’s Call Waiting service allows you to accept an incoming call while you’re already on the phone. This allows you to answer the second call and put your first call on hold.

Easy to use:

• Press the “Flash” button on your phone to answer a second call. This will put the first caller on hold. Pressing “Flash” again will toggle between the first and second callers.

Call waiting Off:

• To place a call without being interrupted by Call Waiting during that call, you can disable it for that call by dialing * 70 followed by the number you wish to call.

When you are on the phone and another call comes in, Visual Call Waiting allows you to view the caller’s name and number so you can decide whether or not to take the second call.

Call Forwarding All lets you easily forward incoming calls to any phone number in North America.

Easy to use:

• From your Comwave Home Phone, dial * 72 followed by the number where you want calls routed to.
• Make sure you include “1” if you are forwarding to a Long Distance number. Long Distance charges will apply if forwarding to a Long Distance number.
• If you are away from home you can always control this feature from Comwave’s My Account web portal.

To deactivate call forwarding dial * 73.

This answering service stores up to 20 messages, and allows you the flexibility of listening to your messages via email, phone, or on-line. Your greeting can be 2 minutes long and each message can also be 2 minutes long.

• From your Comwave Home Phone, dial * 98
• Away from home, dial your Comwave Home Phone Number, press the * key during the greeting then enter your Passcode.
• From the web, log in to www.comwave.net/myaccount and click on Home Phone Control.
• From your email, double-click on the attachment.

We all know that there are times of the day where it’s just not convenient to take a call. This feature allows you to send calls directly to VoiceMail without the phone even ringing.

It could be the morning when you are getting the kids ready for school, or at night when the family is sitting down to dinner.

We are also working on an enhancement that will allow you to set a schedule and exceptions so that if Mom calls…your phone stills rings.

This feature is controlled from the My Account Web Portal and the Comwave Home Phone by dialing * 78 to Activate and * 79 to Deactivate.

This feature allows you to have a conference call with 2 other people.

Easy to use:

• Dial the first party.
• Once you are connected, press the “Flash” button or Switch Hook on your phone. This will put them on hold.
• Dial the second party.
• When you are connected, press the “Flash” button or Switch Hook to connect all parties.

Why program individual phones with speed dial memory locations on EACH phone? With Speed Dial Memory on your phone, all your phones are instantly programmed with the same speed dials.

Easy to use

• You can program the memory codes two ways:
  1. From the My Account web portal.
  2. From your Comwave Home Phone by dialing * 80 + the memory key you wish to update (2-9) + the phone number you wish to program (ie. *8024166639600 would program memory key 2 with 416-663-9600)
• To dial a number using a Speed Dial Memory code, simply dial the Speed Dial Memory code and wait for the call to connect. For example, after programming the above example, pressing 2 and waiting will connect you to 416-663-9600)

All Comwave Home Phone customers can call each other FREE anywhere in the world.

So let’s say you live in Toronto and you mom lives in San Francisco. If both of you are Comwave Home Phone customers you can talk for free without any long distance calls. If you have a Comwave Video Phone, you can also see each other while you talk!

My Account lets you control your Comwave Services:

• View Invoices from the last 6 months
• View Call Logs
• Control Home Phone Features
• Listen to VoiceMail Messages
• And Much More

Simply register for My Account, and away you go!

Comwave Home Phone service uses a digital technology called VoIP [Voice over the Internet] that allows you to use your existing Internet service to make and receive regular phone calls. You will enjoy enhanced services like Enhanced VoiceMail, Caller ID, and Visual Call Waiting just like traditional phone companies offer. All you need is a High Speed Internet connection and our Comwave Home Phone VoIP Adapter and your savings start right away.

To make a Local call… dial area code + number

To make a Long Distance call… dial 1+ area code + number

To make an International call… dial 011 + country code + city code + number

With Comwave Home Phone you could be making calls from Toronto today, and Vancouver next week, simply by taking your Comwave Home Phone VoIP Adapter everywhere you go.

To call anywhere in the world for free, both parties need to have Comwave Home Phone. All Comwave Home Phone-to-Comwave Home Phone calls are free regardless of where they are in the world. Comwave Home Phone also offers unbelievable world-wide long distance rates!

You can find our current rates using the “Long Distance Rates” box on the right side of your screen.

Follow the link below to sign into your Comwave My Account.

My Account

Enter your username and password.

You can do almost anything to personalize your Comwave Home Phone. When you log into Comwave My Account from any page at www.comwave.net, you can do the following, and more…

• Control your features
• View detailed call history
• View 6 months of invoices
• Make Payments

To log in, you will need to enter the Comwave Username and Password you created when you registered as a New User.

Yes. Comwave Home Phone service will work with DSL or Cable High Speed Internet from Canada’s leading service providers like Rogers Cable, Bell Sympatico, Shaw Cable, Telus, Videotron, Look, and many more.

Voice over IP may experience difficulty with Satellite Internet Service because of the inherent delay in Satellite Internet Service. Participants in a conversation will experience pauses; it takes nearly half a second for the signal to be received by the Satellite and another half a second for the signal to be transmitted back to the ground. Therefore, it can take at least one second for the person on the other end of the conversation to hear what you said. VoIP with Satellite Internet will still work, but you will need to accept a much slower-paced conversation than you are used to.

Yes, in most cases it will work with intercom and door buzzer systems. We have thousands of customers who are using our Service right now with their buzzer system. And remember, if you face any issues with your intercom or buzzer, our Technical Support Team is here to help.

Yes. As soon as you receive your Comwave Home Phone Adaptor, simply set it up and begin making calls using the temporary phone number assigned to you. When you are sure you love the service, simply complete the Number Transfer Form located on My Account. The transfer may take up to 14 days from the date the form is submitted. Once the transfer is completed, your original phone number will begin to ring on the telephone you’ve connected to the Comwave Home Phone Adaptor and your billing with your previous phone company will stop. It is important that you do not cancel your existing number prior to submitting the Number Transfer Form, otherwise the transfer will not be completed.

Yes. As a Comwave Home Phone customer you are not limited to choosing a number from your local area. You can select a number from most major cities in Canada. For example… you live in Toronto in the 416 area code but your mother lives in Montreal in the 514 area code. You can select a 514 number so that she can call you for Free!

Yes. Comwave Home Phone 911 works through a third party that answers your emergency calls and then dispatches the authorities. It is IMPORTANT that you log into Comwave My Account and ensure that your address information is up to date.

411 Information includes Directory Assistance at a cost of $1 per call.

No. Comwave Home Phone service is very easy to install and you will use the same telephone or cordless phone that you would normally use with your local telephone company. In addition to our great Technical Service Team, we have a quick and easy guide available to you at www.comwave.net/installation

The only things you need to have are a High Speed Internet service (Cable or DSL) and a standard analog telephone. We recommend a cordless phone set. Comwave Home Phone will provide the additional equipment required (Comwave Home Phone VoIP Adapter) to set up and use Comwave Home Phone service.

Your Comwave Home Phone Starter Kit will arrive within approximately 7 to 10 days. You can install it and start using it in minutes.

Yes. If you move, you can keep your service and your phone number. You just need to have a High Speed Internet connection at your new location.

Yes. You can take the Comwave Home Phone VoIP Adapter with you and use it anywhere a High Speed Internet connection is available.

We really don’t recommend it if you rely on a fax machine for your home business or important personal affairs. A successful fax is related to your Internet connection, its quality and your fax machine. Fax machines were never designed for use on the Internet, and while it works much of the time, success cannot be guaranteed. Our Technical Services Team cannot answer questions regarding faxes nor provide instructions for faxing on Comwave Home Phone service.

If you plan on using Comwave Home Phone service as your primary phone service you will need to have your alarm company connect your alarm system to your Comwave Home Phone. They will need to program the alarm panel to use SIA format. VoIP is very common now so your alarm company will know what to do.

For every one of your Comwave Home Phone lines, you can select up to 10 new numbers from any Comwave city, to allow unlimited calling to you. Each CityFREE^™ number is only $1.95/month each. By choosing a different city for each one, your friends and family can reach you from that city with no long distance charges to them. For example, you have a Toronto Home Phone line. You select a Montreal CityFREE^™ number and link it to your Toronto Home Phone line. Anyone from the Montreal local area can now call you in Toronto at no charge to them. This is something the Phone Companies would never allow you to do. Why lose touch with loved ones when you can have CityFREE^™.

If you don’t have a dial tone, please check the following:

1. Check and make sure your Internet connection is working
2. Check the preferred set up in our Installation Guide and videos here
3. Check the lights status on the Home Phone device and make sure the Power light is solid green and the WAN light should be either solid green or blinking
4. If the WAN Light is OFF, check if the Ethernet cable (blue cable) is plugged into the WAN Port at the back of the Home Phone device
5. Check if the Telephone is plugged into the active port, either Phone 1 or Phone 2 and the light should be solid green when you pick up the phone
6. Check the AC Adaptor and make sure you are using the correct Power Adaptor provided by Comwave for your Home Phone device
7. Unplug the Home Phone device for at least 30 seconds, then plug it back in. It may take up to 5 minutes for the device to update itself and be ready for use
8. If the issue persists, please contact our Technical Support Team

The quality is affected by various factors outside of our control. If you are experiencing quality issues the next step would be to determine if the issue is with the Hardware or the Internet.

1. Check the preferred set up in our Installation Guide and videos here
2. You can also try our VoIP Quality Test online in My Account
3. You can try a different Telephone Handset or another Telephone Cable (RJ11)
4. If you are using a Wireless Telephone, make sure you are within the range of connectivity and the battery is not low
5. If the issue persists, please contact our Technical Support Team

Please check the following:

1. Check the preferred set up in our Installation Guide and videos here
2. Check and make sure your Internet connection is working
3. Check the lights status on the Home Phone device and make sure the Power light is solid green and the WAN light should be either solid green or blinking
4. Check if the Telephone is plugged into the active port, either Phone 1 or Phone 2 and the light should be solid green when you pick up the phone
5. Make sure the tone of your telephone is set to tone and not pulse
6. If the issue persists, please contact our Technical Support Team

Please check the following:

1. Check the preferred set up in our Installation Guide and videos here
2. If your Home Phone device is placed behind a router or a combined modem/router, you may experience problems with your service
3. Try another Telephone Handset to make sure the keypads on your phone are not defective
4. If the issue persists, please contact our Technical Support Team

Please check the following:

1. Check the preferred set up in our Installation Guide and videos here
2. If your Home Phone device is placed behind a router or a combined modem/router, you may experience problems with your service
3. If the issue persists, please contact our Technical Support Team

Please check the following:

1. Check the preferred set up in our Installation Guide and videos here
2. Make sure your phone’s ring volume is adjusted properly
3. Try another Telephone Handset
4. Try another Telephone Cable (RJ 11)
5. Check if the Telephone is plugged into the active port, either Phone 1 or Phone 2 and the light should be solid green when you pick up the phone
6. If the issue persists, please contact our Technical Support Team

Please check the following:

1. Check the preferred set up in our Installation Guide and videos here
2. If your Home Phone device is placed behind a router or a combined modem/router, you may experience problems with your service
3. Try another Telephone Cable (RJ 11)
4. Check the AC Adaptor and make sure you are using the correct Power Adaptor provided by Comwave for your Home Phone device
5. If the issue persists, please contact our Technical Support Team