Internet Support - Comwave

Internet Support

Warranty

The Comwave Internet Modem is backed by a 1 year manufacturer’s warranty against any manufacturer’s defects. Comwave offers a lifetime extended warranty for only $3 per month. If anything should happen to the modem at any time, we will replace it free of charge.

Troubleshooting

How do I set up my Wi-Fi?

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.

I have no Wi-Fi connection

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.

How do I change my Wi-Fi Network Name and Password?

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.

My Internet is very slow

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. Then run a speed-test from our site here.
  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.

I have no Internet connection

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.

How can I view my internet usage?

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.

Service Address

First, let us know where you live so we can make sure that we can provide service in your area.