Start Here
WRS Web Solutions Inc. operates primarily online. Support tickets, the customer portal, the knowledgebase, and the support pages are usually the best ways to get help.
Please include enough detail for support to review the issue: service address, account email, modem model, modem light status, whether Wi-Fi or wired Ethernet was tested, and what troubleshooting steps have already been tried.
Support Topics
Use these links to jump to common support topics.
Support Hours and Response Times
The website, support ticket system, and customer portal are available 24 hours a day. Support requests can be submitted at any time, including evenings, weekends, and holidays.
Replies are not always immediate, especially during overnight hours or when a request requires network-provider review. Please avoid opening duplicate tickets for the same issue unless important new information needs to be added.
Initial Troubleshooting Steps
If your internet is not working or seems unstable, start with these basic checks:
- Confirm that the modem has power.
- Check that the coax cable or DSL phone cable is firmly connected.
- If using cable internet, remove unnecessary splitters or couplers if possible.
- Try a different coax outlet if there is more than one outlet in the home.
- Reboot the modem by unplugging power, waiting at least 60 seconds, and plugging it back in.
- If you use a separate router, reboot both the modem and router.
- Test with a wired Ethernet connection directly to the modem if possible.
- Check whether the issue affects all devices or only one device.
WRS may not be able to troubleshoot customer-owned routers, mesh systems, extenders, switches, or Wi-Fi devices that were not supplied by the company. Testing directly at the modem can help separate a service issue from a local Wi-Fi or router issue.
What are your internet plans and prices?
Internet plans and prices can vary by province, network, region, address, service type, and available infrastructure. A plan shown for one area may not be available at every address in that area.
Use the availability page to begin checking what may be available. For the best answer, request an address-specific review.
Is internet available at my address?
Internet availability can vary by province, city, street, building, local network, and exact service address. Postal-code lookups and place pages are useful starting points, but they are not a guarantee.
If a postal code covers a mix of urban, rural, and unserved addresses, a lookup result may be less precise. A manual address check is usually more reliable.
WRS Web Solutions Inc. generally relies on existing cable, DSL-capable phone, or other third-party network infrastructure. If the underlying network cannot serve an address, WRS usually cannot create new physical network access at that location.
Do you have seasonal internet plans?
WRS may not be able to offer formal seasonal disconnect or vacation disconnect arrangements. If you only need service for part of the year, you may need to cancel the service at the end of the season and order again later.
If you rent equipment, rental equipment normally needs to be returned when service is cancelled. If you own the modem, it may or may not be reusable for a later order depending on the network, modem model, firmware, and approval rules at that time.
When is my installation appointment?
Installation or activation timing depends on the network, address, order type, equipment, appointment availability, and whether the order is a new activation, transfer, move, or plan change.
Tentative installation information is normally sent by email when available. A later confirmation or change notice may also be sent. Please watch your email, including spam or junk folders.
If an installer needs access, someone 18 years of age or older should be available at the service address during the appointment window. A reachable phone number helps reduce the risk of a missed or cancelled appointment.
How will my modem ship?
If you are buying or renting a modem from WRS, it may ship by Canada Post or another carrier depending on availability and circumstances. Shipping timing can be affected by order processing, payment timing, weekends, holidays, warehouse timing, weather, postal disruptions, and delivery location.
If tracking information has not arrived and you need it, open a support ticket and include your account details or order information.
General Modem Setup
Setup details vary by modem model, network, and plan. Always keep the modem packaging, read the included instructions, and avoid damaging labels that contain the model, serial number, MAC ID, Wi-Fi name, Wi-Fi password, and login information.
- Connect the coax cable or DSL phone cable to the correct port.
- Connect the power adapter and allow the modem time to start.
- Wait for the modem to register on the network before assuming it is not working.
- Use the Wi-Fi name and password printed on the modem label unless you have changed them.
- For a wired test, connect a computer directly to the modem using Ethernet.
Hitron CODA-4680
Connect the coax cable and power. The modem may launch an Easy Connect setup process. You may need to connect by Wi-Fi using the label information or by Ethernet. The modem interface may be available at 192.168.0.1. The default username is often cusadmin, but the label and supplied instructions should be treated as the best reference.
SmartRG SR808ac
Connect the coax cable and power. Allow the modem time to synchronize. The wireless network name and password may be printed on the modem label. The modem interface may be available at 192.168.0.1/admin, depending on configuration.
Hitron CGNM-3550
The modem interface may be available at 192.168.0.1. Wireless settings are usually managed from the wireless or basic settings area. If you change the Wi-Fi name or password, write it down before disconnecting from the old network.
Technicolor TC4400
The TC4400 is typically a standalone cable modem rather than a Wi-Fi router. It normally needs to be connected to a router or directly to a device by Ethernet, depending on the setup. Rebooting the modem may be needed after changing the connected router or device.
SmartRG DSL Modems
Some SmartRG DSL modems use an interface such as 192.168.1.1/admin. DSL modems may require service-specific credentials. A factory reset can remove those credentials and may stop the service from working until the correct settings are restored.
I have no internet. What should I do?
First, complete the basic troubleshooting steps near the top of this page. Check power, cables, modem lights, and whether the issue affects one device or every device.
If you use a separate router, try testing with a wired Ethernet connection directly to the modem where possible. This helps determine whether the issue is with the internet service, the modem, the router, Wi-Fi coverage, or a single device.
If service was working and suddenly stopped, there may be a local network issue. Reboot the modem, wait for it to reconnect, and try again. If service does not return, open a support ticket with the modem light status and troubleshooting steps already tried.
I received my modem but have no internet
Carefully unpack the modem, keep the packaging, connect the proper cable, and allow the modem time to register on the network. Some activations are not instant.
If the modem does not come online, include the following in a support ticket: modem model, serial number, MAC ID if available, service address, modem light pattern, whether you tested by Ethernet, and whether any router is connected.
I do not have my full internet plan speeds
Internet plan speeds are generally described as “up to” speeds. Actual speeds may be affected by network conditions, address-specific signal levels, device limitations, router quality, Wi-Fi distance, interference, wiring, and the number of users or devices active at the same time.
For the most meaningful test, connect a computer directly to the modem or router with Ethernet, close unnecessary apps, and run more than one test. Wi-Fi speed tests are useful, but they can be affected by local conditions that are not the same as the internet connection speed.
If opening a support ticket about speed, include the plan name, whether the test was wired or Wi-Fi, the test result, time of day, modem model, router model if separate, and whether multiple devices are affected.
What do modem lights mean?
Light names vary by modem model, but the general pattern below may help. Your modem manual or label may use slightly different wording.
| Power | DS / Downstream | US / Upstream | Online | Ethernet / LAN | Wi-Fi | Possible Meaning |
|---|---|---|---|---|---|---|
| Solid | Solid | Solid | Solid | On or flashing if connected | On or flashing if enabled | Normal operation. |
| Solid | Flashing | Off or flashing | Off | Varies | Varies | The modem may be trying to find or synchronize with the network. |
| Solid | Solid | Flashing | Off | Varies | Varies | The modem may be ranging or attempting upstream communication. |
| Solid | Solid | Solid | Flashing | Varies | Varies | The modem may be attempting provisioning or network registration. |
| Solid | Solid | Solid | Solid | Off | Varies | No wired Ethernet connection is detected. |
| Solid | Solid | Solid | Solid | Varies | Off | Wi-Fi may be disabled or unavailable on that device. |
If the modem appears stuck or fails to come online, reboot it and wait several minutes. If the same pattern continues, open a support ticket and describe the lights exactly as shown.
Should I factory reset my modem?
A factory reset should not be the first troubleshooting step. Rebooting the modem is usually safer than factory resetting it.
A factory reset can erase customized Wi-Fi names, passwords, bridge settings, and other configuration details. On DSL modems, a factory reset may erase service credentials and stop the internet from working until the correct settings are restored.
If you are unsure, contact support before factory resetting a modem.
How do I open the command line and run a ping test?
A ping test can sometimes help identify connection problems. On Windows, press the Windows key, type cmd, and open Command Prompt. You can then type a command such as:
ping google.ca
If support asks for ping results, copy and paste the results into the support ticket. A ping test is only one troubleshooting clue and does not identify every possible issue.
How do I change to a faster speed plan?
Open a support ticket and ask about available upgrade options for your address. Include your current plan, desired speed if known, and whether you are willing to change equipment if required.
Upgrade availability depends on the service address, network, modem, plan rules, and current wholesale access options. Some changes may take a few days to take effect.
I did not see a technician. How do I know if my connection is working?
Some activation or transfer work may be completed remotely or outside the home. If you did not see a technician, connect the modem, power it on, wait for it to come online, and test the connection.
If it does not work, open a support ticket with the modem light pattern and setup details.
How do I move my internet service to a new address?
Open a support ticket before moving and provide the new service address, desired move date, current account details, and whether you want to keep the same plan or ask about available options at the new address.
Please provide as much notice as possible. Moves may require address qualification, network-provider processing, installation scheduling, modem review, and possible fees.
How do I cancel my internet service?
Open a support ticket and clearly state that you want to cancel service. Include the account email, service address, and the date you want service to end.
If you rent equipment, support will provide modem return instructions. Do not ship equipment to the mailing address unless support specifically tells you to do so.
Home Phone, VoIP, and 911
If you have VoIP home phone service, the emergency-address information on file matters. Customers are responsible for ensuring that the service address associated with emergency calling is the correct physical address where help would be needed.
If the phone service location changes, or if the address on file may be wrong, contact support to review the information. Do not assume that billing address, mailing address, and service address are the same.
What is my monthly internet usage?
Customers who want available internet-usage information can request it through the help desk.
How do I return a modem?
Modem return instructions may depend on the reason for the return. If WRS was unable to service your address and the modem was already shipped, support may instruct you to use Canada Post Return ID Number PR323420.
For other modem return situations, support may instruct you to use Canada Post Return ID Number PR172480.
Please confirm the current return instructions with support before shipping equipment. Do not send modems to the mailing address unless support specifically instructs you to do so.
What is your phone number?
WRS Web Solutions Inc. operates primarily online and does not operate a public sales call centre or telemarketing operation. The website, support tickets, and customer portal are the preferred contact methods.
If you need help, please open a support ticket and describe the issue. Asking only for a phone call may delay the answer because support usually needs written details to review the account, address, modem, invoice, or service issue.
Do you have retail stores?
WRS Web Solutions Inc. does not operate public retail storefronts for walk-in internet-service orders or support. The company operates primarily online.
Orders, support requests, payments, address checks, account review, modem return instructions, and most customer communication should be handled through the website, help desk, and customer portal.
Are you registered with the CRTC?
WRS Web Solutions Inc. has been registered with the Canadian Radio-television and Telecommunications Commission as an internet service provider and non-facilities-based telecommunications services provider.
Regulatory records and licence details can change over time. Readers who need formal verification should check current Government of Canada and CRTC records directly.
Do your internet plans include cable TV channels or CTV app login access?
WRS internet plans do not include cable TV channels and do not provide login access for television-provider apps such as the CTV app.
Customers can use internet service to access public streaming websites or paid streaming services, but any paid streaming subscription must be obtained directly from the relevant streaming provider.
How is this site related to wrswebsolutions.com?
This .ca website is used for Canadian internet-service information and related support. The separate wrswebsolutions.com website is the official company and educational publishing-network website for WRS Web Solutions Inc.
Readers looking for official company-level information should use the Official Company Profile. Readers looking for Canadian internet-service information should use this .ca website.
I have a different question
If your question is not answered here, check the FAQ and knowledgebase first. If you still need help, open a support ticket and include enough detail for support to review the issue.