Get the support you need.

Having trouble with your phone, TV service or Internet connection? Here’s where you’ll find answers.

What do you need help with?

Frequently asked questions:

  • How do I set up an email account (POP or IMAP)?

    You can use any email software with our High Speed Internet service. You can also retrieve email on your tablet or smart phone.

    Differences between POP and IMAP protocols

    IMAP (Internet Messaged Access Protocol) and POP (Post Office Protocol) are two different message access protocols. Cogeco supports both protocols but recommends using IMAP.

    Main features:

    POP: Downloads emails from a server for permanent local storage on a computer or other device.

    IMAP: Leaves emails on the server. IMAP allows you to use different computers/devices to check your emails. Your emails will always be synchronized and will instantly appear in your webmail inbox no matter which device you use.

    Cogeco ports and email servers

    For IMAP For POP

    Incoming mail server (IMAP)
    IMAP Server
    : imap.cogeco.ca

    Port: 993

    User Name: Enter your Cogeco email address (example: your_username@cogeco.ca)

    Password: Your password

    Email Address: Your e-mail address (example: username@cogeco.ca)

    Outgoing mail server (SMTP)
    Outgoing SMTP Server: smtp.cogeco.ca
    Port: 465

    User Name: username@cogeco.ca
    Password: Your password

    Incoming mail server (POP)
    POP Server: pop.cogeco.ca

    Port: 995

    User Name: Enter your Cogeco email address (example: your_username@cogeco.ca)

    Password: Your password

    Email Address: Your e-mail address (example: username@cogeco.ca)

    Outgoing mail server (SMTP)
    Outgoing SMTP Server: smtp.cogeco.ca
    Port: 465

    User Name: username@cogeco.ca
    Password: Your password

    How do I set up my email account?

    For step-by-step instructions on setting up your email account,

    first select your software from the following list:

    Creating a IMAP account for: Creating a POP account for:

    Note: When you set up your email account, most settings can be left as is.

    If you are having trouble setting up your email account, feel free to contact our technical support team.

    However, please note that we do only support the following software:

    • Microsoft Outlook Express

    • Windows Mail

    • Windows Live Mail

    • OS X Mail

    • Cogeco Webmail

    • Outlook 2011 for Mac

    • Mail Application Windows 8.0 and 8.1

    • Thunderbird

    • iPad/iPhone

    • App provided with Android

  • What do I do if I’ve forgotten the password for my wireless network?

    When a technician installs your Cogeco wireless service, they provide you with a default network name or Server Set Identifier (SSID) and password. If you have changed this from the default, but can no longer remember the password, or if you have misplaced the default information, it can be reset thereby restoring it to its default settings.

    Cisco DPC 3825

    1. On the back of the modem, there is a button located near the Coaxial Input (shown below in yellow).
    2. Press and hold this button for approximately 15 seconds. This will perform a factory reset of the Cisco wireless modem.
    3. After resetting the modem, use your computer to search for wireless networks. The default network name or Server Set Identifier (SSID) should begin with the letter C, followed by several numbers and letters.

    If you wish to change the SSID and password, you can do so by logging in to the Administration page of the wireless modem.

     

    Arris  TG862

    1. On the back of the modem, there is a hole located near the left side (shown below in yellow)
    2. Press and hold the button within for approximately 15 seconds using a pin or toothpick. This will perform a factory reset of the Arris wireless Modem.
    3. After resetting the modem, use your computer to search for wireless networks. The default network name or Server Set Identifier (SSID) should begin with the letter C, followed by several numbers and letters.

    If you wish to change the SSID and password, you can do so by logging in to the Administration page of the wireless modem

  • How do I manage and retrieve my username and/or password to access my Cogeco Webmail address?

    To create, edit or delete your usernames and/or passwords for your Cogeco Webmail addresses included in your High Speed Internet Package, follow these steps:

    1. Go to My Account

    2. Access your account by entering the username and password you set up when you created your My Account profile.

    3. Under the “Email address management” tab in the right sidebar of the “Overview” menu, you can:

      • Configure a username for your email address.

      • Create and edit additional usernames.

      • Create and delete additional email addresses.

      • Associate usernames to email addresses.

    Warning: Due to security concerns, you cannot associate a new username to your main email address yourself. To do so, please call Cogeco’s technical support.

    If you have forgotten your username or password, click on the “Forgot Username?” or the “Forgot Password?” link under the My Account login button and follow the instructions.

  • Where can I see my internet usage?

    If your Internet package is not unlimited and you want to view your Internet usage for the current and past three months, log in to My Account and consult the Internet usage section.

    Cogeco’s tracking tool is based on a very reliable monitoring system. You can view:

    • A history of your current usage, available daily.

    • The last three months of usage, so you can spot any changes.

    • The usage notifications you’ve received.

    Create a My Account profile

     

    Usage Notification Service

    To help you manage your Internet usage, Cogeco sends automatic emails to all your Cogeco Webmail addresses when you reach 85% and 100% of your monthly limit.

    Retrieve your Cogeco Webmail username and password

     

    Your monthly Internet usage cap and additional costs for exceeding it

    Some of our High Speed Internet packages have a monthly transfer capacity limit (byte cap). If this is your case, you can check your Internet usage by accessing your My Account profile and by clicking the Internet tab, where your Internet usage is displayed along with all the details about your package and your usage for the current and past months.

    Additional fees are charged to subscribers who exceed the byte limit in their High Speed Internet package. If you exceed your limit, a new line will be added to your bill detailing the exact number of gigabytes that were over your limit and the cost of that usage.

    To learn more about the cost of exceeding the Internet byte cap or to choose the best Internet package for your needs, consult the chart comparing our Internet packages.

     

    What does Internet usage mean?

    Internet usage refers to the amount of data your computer sends and receives over the Internet. Data is measured in megabytes (MB) or gigabytes (GB).

    Learn more about the reasons for exceeding the Internet usage cap, how to reduce your usage and how to choose the best package for your needs.

Frequently asked questions:

  • Where can I find the codes to program the remote control with my other devices?

    The remote control is universal, which means you can program it to operate your TV, DVD or other components. The ability to operate other components with a universal remote may vary depending on customer's equipment.

    We invite you to read and follow the steps below to program your remote control by automatic code search. To do this:

    • Step 1: Press on TV once (or the desired device).

    • Step 2: Press and hold SETUP until the TV key blinks twice.

    • Step 3: Enter 9-9-1: the TV key will blink twice.

    • Step 4: Press on POWER once and release.

    • Step 5: Press on CH+ repeatedly until the device turns off.

    • Step 6: Press on SETUP once and release, the TV key should blink twice.

    Usually, the remote comes with a programming guide that will assist you in first establishing and then setting the codes that are specific to the equipment in your home.

    If you don't have your remote guide, you can obtain instructions and access codes by clicking here.

  • Why does it say ‘One Moment Please’ on some (or all) of my channels but the channel never comes in?

    If you see a ‘One Moment Please’ error on some channels that provides a reference code starting with S, it means the receiver was unable to tune to the particular channel(s).

    You should:

    1. Check the connection to the digital receiver and make sure it is firmly secure.

    2. Bypass any splitters or other equipment between the wall outlet and our TV.

    3. Check if the cable line has been damaged.

    You can also try resetting your receiver by unplugging the power for 30 seconds (keep in mind that the menu/guide will need to be downloaded again and it may take up to 30 minutes for some channels to return).

  • What can I do when my remote control is not responding?

    When you press buttons on the remote, the selected mode button at the top of the remote (Cable, VCR, etc.) should flash once red.

    If your remote is flashing twice or more this will indicate the batteries are low and should be replaced.

    If the remote does not flash at all, the batteries may be dead and will need to be replaced.

    If the buttons light up but the receiver is not responding:

    • First make sure that nothing is obstructing the path between your digital receiver and the remote. Sometimes moving your receiver away from the television will also help.

    • You may also need to press the CABLE button at the top of the remote to direct the signal to the receiver and then try a few functions (Guide, Menu/Settings, etc.) to see if it is only certain buttons that do not work.

    • Failing this, you can try resetting your receiver by logging into your My Account page. From there, you can send a signal to your receiver to reset it.

    1. Log into My Account (if you are unsure how to login please visit the My Account FAQ here.
    2. Select ‘Services & Equipment’ from the menu and ‘My Equipment’.

    3. Select the ‘Activate/Reactivate’ button beside the receiver that is experiencing the issue.

    Read through and check off each of the checkboxes and then click on Confirm.

  • How do I program the remote control so that the digital receiver and the television both turn on and off at the same time?

    To program this function, we invite you to first read and then follow the steps below:

    • Step 1: Press CBL once.

    • Step 2: Press and hold SETUP until the CBL key blinks twice.

    • Step 3: Enter 9-9-5: the CBL key will blink twice.

    • Step 4: Select a key between the letter A, B, C or D and press it once. Please note that this kind of function cannot be program on the POWER key.

    • Step 5: Press TV once, POWER, CBL and then POWER again.

    • Step 6: Press and hold SETUP until the CBL key blinks twice.

    Now on, you can turn on and off both devices at the same time, simply by pressing the letter selected in step 4.

Frequently asked questions:

  • How do I block calls from certain numbers? (*60)

    The Call Blocking feature adds the last caller to the Call Rejection list so the next time that person calls, an announcement will be played to the caller that they won’t be connected. Anyone who wishes to block callers (like sales calls, etc.) should use this feature.

    • Customers can block up to 30 numbers.

    • Before using *97 to block the last person that called you, Selective Call Rejection must be activated by pressing *60 (included with Call Blocking) and at least one number will have to be added to the rejection list.

    • After pressing *60 the customer will hear a list of commands as stated below:

      • To reject the last calling party press #01#

      • To turn this service On/Off press 3 (If this is the first time activated you will be requested to add at least one number to the rejection list first by pressing # followed by the number)

      • To add an entry press # followed by the number

      • To remove one or more entries press *

      • To remove all list entries press 08

      • To remove all Anonymous entries press 09

      • To review all entries press 1

    • When you press *60 you will hear a message stating if the service is currently on/off but no changes are made to the service unless one of the above commands are selected.

    Call Blocking has priority over all other calling features that may be activated for a single number. For example, if you apply Selective Call Rejection and Distinctive Ringing to the same number, the call will be blocked and you will not hear the phone ring.

    To use this feature, you must be a subscriber of this feature. For a list of all Cogeco Home Phone features click here.

  • How do I access my Voice Mail remotely?

    There are three ways to access your Cogeco Voicemail:

    • Option 1: Dial 22# from your home telephone. When you hear the welcome message, enter your password and follow the prompts.

    • Option 2: Dial the ten digits of your your home phone number and press * when you hear the welcome message. When the system requests you to, enter your password followed by #.

    • Option 3: No matter where you happen to be, you can access your voicemail remotely from the toll-free number:

      • Ontario: 1-866-669-8383

      • Quebec: 1-877-801-1966

    • When you hear the welcome message, enter your 10-digit residential phone number. When the system requests you to, enter your password.

     To use this feature, you must be a subscriber of this feature. For a list of all Cogeco Home Phone features click here.

  • Can I get a deleted message back in my voice mail if I deleted it by mistake?

    You can get a deleted message back, but you must still be connected to Voice Mail.

    • After deleting the message, press the * key to go back to the menu.

    • You will hear the prompt “To recover a deleted message, press 5.”

    Caution: Your deleted messages will be lost if you hang up, and it will not be possible to recover them.

  • How do I block my contact information from being displayed when I call? (*67)

    You can block your contact information from being displayed when

    you call by using *67 at no additional charge. When you use Call Display Blocking, your name and number will not appear on the other person’s call display and your identity will be protected.

    To block your information, dial *67, then dial the number you are calling.

  • How do I dial out for a long distance or international call?
    • For calls to Canada and the United States (excluding Hawaii and  Alaska): dial 1 + area code + telephone number

    • For calls to the Caribbean: dial 1 +  area code + telephone number  

    • For other international calls: dial 011 + country code + area code + telephone number  

    For more information about our local and international long distance rates, consult our International Callssection.

Service outage

Are you experiencing service interruption?

Try these following steps to try resolving the issue:

  1. Restart your modem
  2. Disconnect any third-party routers or adapters
  3. Try connecting another device
 

Still having service interruption?

Find out if there’s an outage in your city

Service outage

Are you experiencing service interruption?

Try these following steps to try resolving the issue:

  1. Unplug and reconnect the phone line to make sure its well connected
  2. Try connecting the phone line to a different wall jack

Still having service interruption?

Find out if there’s an outage in your city

Contact us

Can’t find what you’re looking for? Contact us.

Speak with an agent

7 days a week,24 hours a day.

Accessibility

If you have accessibility challenges, you can try the following services:

Message relay service:

  • 711 from a teletypewriter to a standard phone
  • 1-800-855-1155 from a teletypewriter to another teletypewriter
  • 1-800-855-0511 from a standard phone to a teletypewriter

IP Relay service:

  • Register and log-in online at http://iprelay.cogeco.com
  • 1-855-308-5160 from a standard phone to the computer of a Cogeco IP Relay customer

Video Relay Service (VRS)

  • Enables Deaf and Hard of Hearing people to connect with voice telephone users via video over the Internet
  • For more information on VRS, please visit: https://srvcanadavrs.ca/en/vrs-faq/

More details on Cogeco’s accessibility services

Heads Up!

You are being redirected to a part of our website that is not adapted to your device.

Continue anyhow

Stay on this site