The Cogeco Wi-Fi app is an easy-to-use app that lets you set up and monitor your Cogeco Wi-Fi network from your mobile device. You can check your network health at a glance, see who’s logged in throughout your home, manage your network name (SSID) and passwords, and even improve your online experience with features such as threat protection and ad blocking.

Note: The app is only compatible with Cogeco Wi-Fi Pods, extenders and certain modem models. If you need to use the app to set up your modem, this will be covered in your modem’s setup instructions. If you want to order Cogeco Wi-Fi Pods or extenders, please contact customer service.

Where can I get the Cogeco Wi-Fi app?

The Cogeco Wi-Fi app is available for free on the iOS App Store and Google Play Store.

Note: The Cogeco Wi-Fi app is made by Plume, which has a similar app called HomePass, but you must be using the Cogeco Wi-Fi app for it to work with your Cogeco service.

How do I sign in?

When prompted to sign in, enter your Cogeco My Account username and password.

Don’t have a My Account profile yet? Register here.

What can I do with the app?

The app is separated into a few main sections that you can select from the bottom of the screen: Home, People & Devices and Menu & Settings.

Home

The home screen is a one-stop shop to monitor your network. It’s separated into sections, and you can change the order of those sections by selecting Personalize layout at the bottom of the screen.

• Guard is where you can manage your security settings and view events, such as blocked websites. Learn more about using Guard.
• Sense uses devices in your home to provide motion detection. Learn more about using Sense.
• Adapt shows the status of your Wi-Fi network and it’s also where you can manage your network name and passwords. Learn more about managing your network name and password.
• Nodes shows the status of your Wi-Fi pods, extenders and connected devices. Learn more about checking your network performance.

People & Devices

People & Devices is where you set up profiles for the people in your home and manage connected devices.

• Learn more about setting up and managing People Profiles.
• Learn more about managing devices.

Menu & Settings

Menu & Settings is a central place to view all of the settings for different features. Most of these settings can also be found where you manage your features on the Home or People & Devices screens.

You can also select FAQs to view our support articles on Wi-Fi and the app, or select Call us to speak with a local rep.

There are several things you can do to optimize and strengthen your wireless network so you can get the fastest possible speeds and most reliable signal:

• Use a wired connection where possible
• Verify your network
• Improve the location of your access points
• Remove signal interference
• Use the 5 GHz band when possible
• Check your device
• Check how many devices are connected
• Bypass third-party equipment or services
• Troubleshoot your modem
• Contact support

Use a wired connection where possible

A wired connection is always faster and more reliable.

Using a wired connection is especially beneficial with devices that use a lot of bandwidth, such as smart TVs, gaming consoles or an EPICO 4K Cloud PVR. Not only will a wired connection deliver the fastest, most reliable speeds on these devices, but it will also improve your Wi-Fi connections on other devices.

Good to know: Bandwidth is the amount of data being sent and received by a device on your network. For example, a device will require more bandwidth for a 4K signal than for an HD signal.

Verify your network

It’s always a good idea to double-check that you’re connected to the correct network.

Your device may have multiple Wi-Fi passwords stored and connect to a different network unexpectedly. If you’re having connection issues, make sure you’re connected to your own Wi-Fi network.

It can also help to turn Wi-Fi off and back on again on the device you’re using so that it connects to the optimal access point. Sometimes as you move through your home or business, your device may stay connected to an extender or access point even though it has a weaker signal than one close by.

Good to know: If you’re using the Cogeco Wi-Fi app, your device will automatically connect to the strongest signal.

Improve the location of your access points

The location of your modem, extenders or Wi-Fi pods affects your signal and speeds throughout your home or business.

Here are some things to consider when choosing where to place your access points:

• Make sure your modem is in a central location.
  
  • The closer the device to the modem, Wi-Fi pod or extender, the stronger the signal you’ll receive and the better the speeds. So you’ll want your access points in central locations away from outer walls, or close to where you use your Wi-Fi enabled devices.
  • Since the modem has a limited range, it may not be able to reach all the rooms in a large or multi-level home or business. If you’re having trouble getting a connection in parts of your home, Cogeco Wi-Fi pods or extenders can strengthen the signal in those areas. If you’re interested in ordering Wi-Fi pods or extenders, please contact us.
    
• Place your modem out in the open.
  
  • To help avoid interference and signal obstruction, avoid closets, cabinets, and house structures (such as concrete) when placing your modem, and keep away from other electronics. (There’s more information about signal interference in the next section.)
    
• Elevate your modem either on a table or stand.
  
  • Having your modem off the floor maximizes its ability to broadcast a solid, dependable wireless signal.

Remove signal interference

Some objects or electronics near or between the device you’re using and your modem can cause interference, especially with the 2.4 GHz frequency. Check for:

• Wi-Fi-enabled devices that are turned on but not connected to your network
• Devices that broadcast their own signal, such as baby monitors and cordless phones (2.4 GHz models)
• Bluetooth devices, such as wireless speakers and virtual assistants
• Electronic appliances, such as microwave ovens
• Metal (steel construction materials, doors, etc.)
• Concrete and brick
• Glass (winterized windows, patio doors, aquariums, etc.)

Good to know: With Cogeco Wi-Fi pods and extenders, the same general guidelines about location and placement still apply for each pod or extender, but you can also validate the signal quality through the Cogeco Wi-Fi app. On the Adapt tab, the signal quality is noted next to each pod/extender (“Excellent,” “Fair,” etc.).

Use the 5 GHz band when possible

Our modems broadcast on 2.4 GHz and 5 GHz frequencies. The 5 GHz frequency is preferable but may not always be available.

Cogeco Wi-Fi pods, extenders and newer modems, such as the ARRIS TG3452 and Hitron CODA-4589, use a feature called “band steering” to automatically select the optimal frequency, so you will be connected to the 5 GHz band automatically when possible. You may find yourself connected to the 2.4 GHz band if you’re out of range of the 5 GHz signal.

If your modem does not have band steering, you can manually select the 5 GHz frequency by looking for a network name with “5G” on the end—for example, if your default SSID is “C906081B7375,” look for “C906081B7375-5G.” If you’re able to connect to 5 GHz, this is always recommended for a more reliable connection and faster speeds.

Check your device

Not all devices are created equal, so we recommend checking your device for compatibility and performance.

Here’s what to check for and how:

• Device compatibility - You may be using an older device that isn’t capable of the speeds you can get with your package.
  
  • To determine the speed capabilities of your Wi-Fi-enabled devices, have a look at the documentation that came with each device, or learn more about Internet speeds for different devices here.
  • Note: Having older devices connected can slow down your entire network, since the network may need to switch to a lower Wi-Fi protocol to meet their standards.
• Device overload - Try closing programs and apps you aren’t using to see if that improves your device’s performance.
  
  • Some programs or apps can slow down your device and affect loading times, especially if many of them are running at the same.
• Device location - If you have multiple devices and only some of them are not performing as well as the others, consider where you’re using these devices in your home or business, in relation to your modem, extenders, pods or any obstacles.

Check how many devices are connected

All of your devices share your bandwidth, so if a lot of devices are active, this may slow down your available speed.

Each device that connects to your network uses a portion of the available bandwidth, so try disconnecting the devices that you don’t need to be connected right now. Focus on devices that use a lot of bandwidth, such as EPICO 4K Cloud PVRs or other devices streaming video. Devices that are on your network but don’t consume bandwidth, such as smart lights, will not impact your speeds.

Good to know: If you’re using the Cogeco Wi-Fi app, you can see which devices are connected to your modem, pods or extenders, and how much data they’re using. Go to the Adapt tab and select a pod or extender to manage its connected devices, including disabling their connection remotely to see if they’re affecting the network.

Bypass third-party equipment and services

Equipment not provided by Cogeco doesn’t always cause problems, but to be sure it isn’t getting in the way of a strong connection, try bypassing it.

• Router - If you’re using a third-party router, try connecting directly to the modem instead. If your connection improves, it may have been the router causing the issue.
• Power bar - If your modem is connected to a power bar, try connecting it directly to a wall outlet instead. Power bars can sometimes cause intermittent connectivity.
• VPN - If you’re connected through a VPN service, try disabling it to see if this improves your speed. Since all your traffic is routed through the VPN server, this can sometimes cause speed issues.

Troubleshoot your modem

• Ethernet cables - If your modem connects to a router, a Wi-Fi pod, extender or your devices via Ethernet cable, check the cable to make sure it is Cat5e or better (this is usually printed on the cable). Older Ethernet cables may not be capable of delivering your full speed.
• Reset your modem - To reset your modem, insert a straightened paperclip into the “reset” or “reboot” hole located on the back of the modem. Hold the paperclip in for 3 seconds, then release. The modem will try to resynchronize with the Cogeco network, which can take up to 2 minutes. Learn more about resetting your modem here.

Contact support

If you’re still having connection issues, contact us for further troubleshooting.

Our local technical support team can make sure that your Cogeco equipment can support the speeds in your package, and that your package is sufficient for your needs. We can also check the connection speeds to each of your access points and devices, and make recommendations about modem placement. If necessary, we’ll send a technician to your home to troubleshoot further if we determine there might be an issue with your wiring or equipment.

For more tips on maximizing your Wi-Fi speed in a business environment, refer to the video below.

It’s important to recognize that there’s a difference between the speeds available with your Internet package, and the wireless Internet speed that can reach each of your devices.

Unless connected with physical cables, your mobile devices, laptops and computers access the Internet using Wi-Fi. This technology enables a wireless connection between your devices and your Cogeco modem, giving you the flexibility to access the Internet from anywhere in your home. As you may know, there are multiple factors that can influence the speed of your Wi-Fi connections.

Choose from one of the following topics to jump to a section:

• What does a speed test measure?
• How do my mobile device and other devices connected to my network affect my Internet speed?
• What are the major factors that influence the speed of my Wi-Fi network?
• What Wi-Fi speeds can I expect for my computer and mobile devices based on when they were made?

What does a speed test measure?

A typical speed test measures the speed currently available on the device when you’re performing the test. We recommend using one of the following online speed tests: Cogeco’s Speedtest, Speedtest.net or Fast.com.

Keep in mind that since these tests measure the speed to the specific device you’re using at the time, factors such as device limits, signal interference and the number of active devices on your network will affect the result. Refer to our tips to optimize your Wi-Fi network before running a test. You should also close other programs or apps while running the test since they can use part of the available bandwidth on the device, limiting the speed for the test. Think of it like this: your Internet connection is like a highway and your devices are the cars. If there are a lot of cars on the highway, you’re going to move slower until there’s less traffic.

For example, if you subscribe to our UltraFibre 1Gig Unlimited package, you’ll receive the full 1 Gbps speed at the modem, but would only receive up to 850 Mbps on devices using newer Wi-Fi technology, such as AC Wi-Fi. A device with older technology, such as N Wi-Fi, may only receive up to 300 Mbps. If there’s signal interference, these speeds would be even lower.

If you’re using the Cogeco Wi-Fi app, you can also run a test on the speed at the modem. This is a great way to determine if the issue is with your device, or with the modem itself.

How do my mobile device and other devices connected to my network affect my Internet speed?

Depending on the make, model, operating system, running applications and age, different devices are capable of different speeds. Again, think of the Internet connection as a highway. No matter how many lanes or how smooth the road, a minivan still won’t reach the same speeds as a sports car.

The speed of a device can be affected by the following factors:

1. Type of device: In general, laptop and desktop computers can reach faster speeds because they have more and larger antennas, as opposed to mobile phones, which have smaller antennas.
2. Your device’s Wi-Fi capabilities: How old is your device? Does it use N Wi-Fi technology or the newer and faster AC Wi-Fi or AX Wi-Fi?
3. The number of devices online: The Internet speed delivered to your home is shared among all devices. If several devices are streaming or downloading on your network at the same time, you may not have enough speed to go around, and you may notice slowdown across all your devices.
4. Outdated software: When’s the last time you updated the software on your devices? It’s a good idea to update your devices regularly so you have all the latest updates, and so known bugs are resolved by your device manufacturer.

You can also refer to our tips to optimize your Wi-Fi network for more information on factors that affect your speeds and how to address them.

What are the major factors that influence the speed of my Wi-Fi network?

The speeds you experience on a device can be affected by many external factors. Here are some examples:

1. Your physical environment: If the Wi-Fi signal has to go through thick walls, large windows, metal doors or mirrors, your Wi-Fi can be significantly impacted, which reduces your overall Wi-Fi coverage and speed.
2. Modem location: Open spaces allow your Wi-Fi signal to travel and expand for even better coverage. So avoid putting your modem in closed or cramped spaces, such as cabinets, closets or drawers. Your modem should also be in a central location and/or close to where you use your devices. The further you are from the modem or access point, the slower your speeds will be, especially if the signal is travelling through walls or floors.
   
   • Note: To improve your Wi-Fi coverage for larger households with 3 or more floors (including basement), and 4 or more bedrooms or offices, you should consider getting Cogeco Wi-Fi Pods or extenders for the best Internet experience possible.
3. Interference: Some large appliances and electronic equipment, such as fridges, microwaves, wireless phones and baby monitors, might cause interference at the modem or on the device you’re using. Wi-Fi networks from neighbours (especially in apartment buildings) can also cause interference.
4. Wi-Fi frequency: Our modems broadcast networks on both the 2.4 GHz and 5 GHz frequencies for Wi-Fi. The 2.4 GHz frequency provides wider coverage because it travels easily through walls, but at a slower speed. On the other hand, the 5 GHz frequency provides a shorter range with higher speed and less interference. Older equipment generally uses the 2.4 GHz frequency. Using the 5 GHz frequency is better, especially with newer devices you’re using to stream videos and for other high-bandwidth Internet activities.
   
   • Good to know: Newer Cogeco modems and extenders make the decision for you, so you always enjoy the best performance.

You can also refer to our tips to optimize your Wi-Fi network for more information on factors that affect your speeds and how to address them.

What Wi-Fi speeds can I expect for my computer and mobile devices based on when they were made?

Wi-Fi speed ranges

To manage your Wi-Fi network name and password, please select your model below. These helpful articles will cover how to find your modem’s default network name and password, how to customize or update them, and how to reset the password if you’ve forgotten it.

Note: If you're using Cogeco Wi-Fi Pods or extenders, the network name and password will be managed through the Cogeco Wi-Fi app (residential) or the Cogeco Business Wi-Fi app (business) instead.

Note: If your modem model is not listed, please follow the steps in the Cisco DPC3848 article to find your default network name and password, or to reset them to defaults if you've forgotten them.

In addition to using Cogeco’s Webmail platform, you can also access your Cogeco email address from other email client software, such as Windows Mail, Apple Mail, or the default email program on your tablet or smartphone.

Our local reps won’t be able to support managing the settings in other email clients, but you can refer to the steps below for the most common setup and what to enter if your email client requires more details.

Adding your Cogeco email

On most email clients, you’ll only need to enter your Cogeco email address and password. See below for guides from some common email clients.

• Windows 10
• Apple Mail (macOS)
• Thunderbird
• iOS
• Android

If a server isn’t specified during the setup, IMAP will be selected by default. This will store your emails on our server so that they can be accessed from anywhere, rather than removing them from the server after they are downloaded to the device that you are using.

If you’re asked for additional information during the setup or if you want to apply advanced settings, such as specific servers or ports, see below for the requirements in each province.

Advanced Setup Requirements

IMAP

With an IMAP setup, your emails will be stored on our server so that they can be accessed from anywhere.

Note: When you’re selecting your outgoing mail server, look for an option to use SMTP authentication and make sure it’s selected.

POP

With a POP setup, your emails will be downloaded to the device you are using and removed from our server.

Note: When you’re selecting your outgoing mail server, look for an option to use SMTP authentication and make sure it’s selected.

SMTP Authentication

SMTP authentication is usually enabled by default, but if it wasn’t enabled when you added your account, you might see a prompt to enable it when you try to send an email.

Steps to enable SMTP authentication vary by email client, but it’s usually just a checkbox to select in the settings where you choose your outgoing mail server.

Note: If you’re using Webmail, SMTP authentication is not required.