Support Portal
 

WiFi

Default WiFi SSIDs and Passwords

Over the years we have had different WiFI setups.  Here are some of the common ones you may find if a modem has been Factory Reset.

  • July 2016 – SSID: Default WiFi – Change This Key: 9876TH1234
  • 2014-2016 – SSID: WiFi – Change This Key: 9876TH1234
  • 2012 – SSID: Comtrend7961 Key: 680C317961
  • 2013 – SSID: SmartRG-WiFi Key: 9876TH1234
  • 2013 – SSID: Comtrend-WiFi Key: 9876TH1234
  • 2012 – SSID: ComtrendE723 Key: 72C08BE723
  • 2013 – SSID: Comtrend-WiFi Key: 680C317961
  • 2013 – SSID: SmartRG7235 Key: 83259845

A common thing that customers choose to use is their cell phone or home phone number as the key.  Customer’s WiFi SSID and Key is listed in Ivue in some cases which is something we started doing sometime in 2014 so not everyone’s will be in there.

Wireless Interference

Comtrend and Smart RG modems with WiFi capability will indicate if there is Severe WiFi Interference detected.  Log into the modem and go to the Wireless section in the menu.  Click on Advanced.  This screen will have a section that indicates the current Channel and the Interference level with be to the right of it.  Normally we have these on Auto Channel Selection.

 

Common items that cause WiFi interference and other issues.

  • Wireless baby monitor, especially Video monitors. Test with the monitor unplugged to see if that is causing issues.
  • Microwave oven. While the microwave is running it will cause massive interference with WiFi. The interference will stop when the microwave stops. Try to have router far away from the microwave it this is a regular problem.
  • Cordless Phones that operate on the 2.4GHz spectrum can cause interference in the same was as a microwave. It will happen when the phone is ringing or while talking on the phone.
  • Wireless speakers.
  • Physical barriers. Some examples listed from highest interference level to lowest: mirror, metal, concrete, marble, bricks, water, glass, synthetic material, plaster, wood.
  • Wirelss garage door openers.
  • Neighbouring WiFi Networks.
  • Nearby power lines, railway tracks and power stations.
  • Wireless video cameras.
  • Wireless game controllers.
  • fluorescent lights.
  • Bad electrical connections.
  • Using a WiFi 802.11n device with a WiFi 802.11b or 802.11g router. Your router needs to support 802.11n to be able to use the benefits of the newer devices. Similar with the newer WiFi 802.11ac
  • Dense installation of WiFi Access Points. If you have an AP in every room, it will be necessary to lower the transmit power level of each AP to avoid interference.
  • Less common but still an issue: Your hand can effect the WiFi signal if your device is positioned in the wrong way. Try changing your grip on the device.

 

Access Points

In many cases these days one WiFi modem or router will not reach all areas of the house.   In these cases we recommend having an Access Point installed.  We do not recommend Repeaters.

A customer can decide to go and buy and install their own Access Point if they would like however we do have them available to buy.  In some cases there is a wiring installation charge if necessary.  Have a customer call 519-236-4333 if it seems like they need an AP and our Customer Service can take the order.

Access Points must be hardwired to the main router.

APs cost $60 generally however in some cases the technician on site may determine they can put a free AP in.  An example would be if we made their WiFi coverage worse by moving their “main router” to the basement (ie: the ONT).  In this case they will get one free AP to reach up to the old area of coverage.   If they want extra coverage for any rooms like far bedrooms, other sides of concrete walls, outside patios, etc… then they can purchase an additional AP.

We currently use ActionTech 802.11ac and Calix 844E 802.11ac APs.  When we install a router we currently use Calix 844e.

Smart TV not working well over WiFi

We strongly recommend having an ethernet jack installed near your Smart TV. This will allow you to hard wire your Smart TV to your router.

Please note that WiFi is will always be inferior to hard wired connections. The nice thing about this is you can make your Smart TV work better and in the future if you ever need a stronger WiFi signal in the room the TV is in you just need to buy an Access Point and it can use the same ethernet jack as the TV.

Android Boxes and Other Streaming Devices

We do not support Android Boxes.  All we can offer is a jack or ethernet cable to hardwire the device.  Many Android Boxes have terrible WiFi capabilities from what we have experienced with customers calling in with problems.   There is nothing we can do.  They can try hardwiring the box or order an ethernet jack to be installed near it.

Device Specific References