Technical Support

Fix Your 5G/LTE Internet Connection

1. Restart Your Device
   • Unplug the device or turn it off for 10 seconds.
   • Plug it back in or turn it on, wait for a full restart, then try connecting again.
2. Improve Signal Strength
   • Place the hub near a window or outside wall, ideally toward the nearest cell tower.
   • Avoid basements, cabinets, or metal objects.
   • Elevate the hub (e.g., on a shelf) for better signal.
   • Check the hub’s LEDs or app for signal strength. Aim for at least 3/5 bars.
3. Know About Network Issues
   • Cell tower maintenance may cause temporary outages or slowdowns.
   • Peak hours (evenings/weekends) can slow speeds due to high network use.
4. Adjust Network Settings
   • Log into your router’s settings via its app or web interface.
   • Select a 5G/LTE band available in your area or set to “Auto” for best results.
   • Try switching to another major Canadian network provider for a stronger signal.
5. Inspect the SIM Card
   • Turn off and unplug the device.
   • Remove the SIM card, clean it gently with a soft cloth, and reinsert it securely.
   • Turn the device back on and check the connection.
6. Test Your Speed
   • Measure your internet speed using a speed test tool.
   • Test at different times (morning, afternoon, evening).
   • Try moving the hub to different spots in your home.
   Run Speed Test

Need More Help With Your Connection?

Internet Too Slow?

1. Choose a Stronger Network
   • Log into your router’s settings via its app or web interface.
   • Find “Network Selection” or “Band Selection.”
   • Select the strongest band or set to “Auto” for best performance.
   • Follow our guide for detailed steps.
   View Guide
2. Optimize Hub Placement
   • Place the hub near a window or outside wall, toward the nearest cell tower.
   • Avoid thick walls, metal objects, or appliances.
   • Elevate the hub (e.g., on a shelf) away from other electronics.
   • Test different locations with a speed test tool.
   Run Speed Test
3. Use a MIMO Antenna
   • Consider a 2x2 MIMO antenna from retailers like Amazon.
   • Aim it toward the nearest cell tower or strongest signal direction.
   • This can improve signal strength and speed.
4. Avoid Peak Usage Times
   • Switch to another network (see step 1) if speeds are slow.
   • Use the internet during off-peak hours for better performance.

Need More Help With Slow Speeds?

Troubleshoot a Router That Won’t Power On

1. For Mobile Devices with a Battery
   • Remove the battery from the device.
   • Connect it to a power source using a USB-C cable and 3.0A power adapter (without the battery).
   • Wait 1–2 minutes and check for indicator lights or error codes on the screen.
2. For Home Devices with a Power Adapter
   • Ensure the power adapter is securely connected to the router and a working outlet.
   • Try a different outlet to rule out power issues.
   • Use a compatible adapter with the same voltage if available.
   • Check for any indicator lights on the device.
3. Reset the Device (Caution)
   • Do not reset mobile devices unless instructed, as it may disconnect service.
   • For home devices, find the reset pinhole and press it with a paperclip while powered on.
4. Check for Other Issues
   • Inspect cables and replace if possible.
   • Confirm other devices work on the same outlet.
   • Look for damage, burn marks, or unusual smells on the device.

Need More Help With Your Router?

Change Your Wi-Fi Name or Password

Option 1: Use the NETGEAR App (Recommended)

• For Nighthawk M1/M6, use the NETGEAR Mobile app.
• For Orbi, use the NETGEAR Orbi app.
• Download the app from the App Store or Google Play.
• Open the app, connect to your device, and go to Wi-Fi Settings to update the name (SSID) or password.
• Save changes, which apply immediately.

Option 2: Use a Web Browser

1. Connect to your device’s Wi-Fi network.
2. Open a browser and visit the device settings page by tyoing the following in the address bar:
   • 192.168.1.1
3. Log in with default credentials (check device label or manual):
   • Nighthawk: Default credentials are username: admin; password attadmin.
   • Orbi: username is admin; password is more4less.
4. Go to Wireless or Wi-Fi Settings (menu varies by device).
5. Update the Network Name (SSID) or Password, then save. Devices may need to reconnect.

Need More Help Changing Wi-Fi Settings?

Troubleshoot Website Access Issues

Why This Happens

• Canadian Content Limits: Some Canadian apps or websites may not load or show restricted content.
• U.S. Content Access: You may access U.S.-exclusive platforms (e.g., Hulu, Peacock shows) as a benefit.

Solution: Use a VPN

• Set your IP address to appear in Canada.
• Improve online privacy and security.
• Access both Canadian and U.S. content easily.

Need More Help With Streaming?

Pause or Reactivate Your Service

Our service is 100% contract-free. While there is no option to pause your service, you’re free to cancel at any time without penalty. When you’re ready to return, you can reactivate the service at any time. We recommend reaching out at least one week in advance of your preferred restart date to ensure a smooth reactivation process. A new SIM card is required to resume service, which costs $10.

Need More Help With Service Status?

Submit a Support Request

Need Help With Something Else?