Internet, TV & Home Phone Knowledge Base

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  Did you misplace your wi-fi password and looking to have it reset?  Looking to update your current wi-fi password to keep your home’s network safe? Well you are in luck.   Check out this helpful How To video to learn how.     Steps:  Start by connecting an Ethernet cable from your computer to your modem. Next, open your web browser and type “192.168.0.1” into the address bar. Login with the username “cusadmin” and the password “password” if that password fails please try your current Wi-Fi password. If you do not know your current password a Factory Reset of the modem is required. From there, select Wireless from the top menu and click on the WPS & Security tab. If you forgot your Wi-Fi password, note the password located in the Pass phrase field. If you want to reset your Wi-Fi password, enter the new password in the Pass phrase field, and then click Save Changes. Once your device is connected to the wireless network, just test a couple web pages to confirm the connection. If you change your password, you’ll have to reconnect all your wireless devices to the network using the new password you just created.
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  To access Parental Controls, you need to first create a PIN code. This private code ensures that only you can adjust the channels you designate as off limits for your kids.   To create a PIN:   Press   Settings   twice on your remote to launch the General Settings screen. b. Scroll through the list until   Block: PIN   is highlighted. Then press   OK/Select. c. Scroll through the next list until   CHANGE   is highlighted and press   OK/Select.   Follow the prompts to finish.     Here’s how to block specific channels: Press Settings twice on your remote to launch the General Settings screen.       Scroll through the list until Block: Channels is highlighted, and press OK/Select. Follow the prompts – you’ll be asked to enter your PIN.       Scroll and select the channel(s) you want to block and press OK/Select. Once completed, press Exit.       Press Settings once to launch the Quick Settings screen, scroll down to “Turn ON Parental Control” and press OK/Select.       Enter your PIN when prompted. Now all your selected channels are blocked.         How to block channels by rating:   Press Settings twice on your remote control. Scroll down the list to Block: Rating. Press OK/Select. When prompted, enter your PIN. Highlight the rating you wish to block. Press OK/Select. Channel Ratings:   G | PG | 14A | 18A | R     Your On Demand purchase PIN is your key to unlocking awesome movie rentals, TV programs and sporting events from the comfort of your home. But you can be surprised by unexpected charges if you’re not careful about sharing your PIN code. A secure PIN makes your   On Demand   account inaccessible to those who don’t have your authorization to add rental charges to your bill. The default code is 0000, but changing this number is a must for those who want to keep their account access under control.     How to create and/or change our On Demand PIN Code   On your Rogers remote control, press   Settings, scroll down and select   Parental Control.   Not to be mistaken with parental pin, scroll to your far right in order to change/activate your purchase pin. Follow the onscreen prompts and, when you’re done, select   Exit.
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  Rogers and Yahoo! are transitioning to a new standard for logging in to your email account from mail clients and devices that offers improved security over the old username/password login method. While this will enhance the security of your Rogers Yahoo! email, it may also require some changes to how you have set up your mail client to log in and get your email.   Who doesn’t need to update their settings? No changes are required if you only check your email using   Rogers Yahoo! Webmail. You can still use your username and personal password to log in as you normally do. Customers who used the automatic Yahoo! setup option on the following mail clients are also good to go: Mail on iPhones and iPads running iOS 9.0 and above Mail on macOS 10.11/El Capitan and aboveers Webmail, Settings, Outlook, Mac mail,  Users of the Gmail client on Android phones and tablets running Lollipop/5.0 or newer Users of the Outlook Mobile app Users of the Yahoo! Mail app Who needs to update their settings? Customers with Rogers Yahoo! email addresses who use an email client like Microsoft Outlook, Windows Live Mail, or Outlook Express, versions of macOS Mail older than macOS 10.11/ El Capitan, or others that get email using either POP or IMAP. Customers using cell phones and tablets may also need to change their settings if they’re using older devices or have manually set up their device for POP or IMAP using the “Other” option instead of the Yahoo! option. To update your settings, you’ll need to create an   App Password   to use in place of your personal password for the email client you are using.   What’s an “App Password” and why do I need it? App Passwords   are randomly generated, application-specific passwords that can be generated in the   Rogers Member Centre. App Passwords provide a more secure way for older clients that don’t support OAuth to check email because they will no longer send your personal password every time they log in. While you will need to use these for your email client, you will continue to log in to   webmail   and the   Rogers Member Centre   with only your personal password.   My email client requires an App Password. How do I generate one in the Rogers Member Centre? Go to the   sign in page. Enter the Rogers Yahoo! email address and password for the account you’d like to create an App Password for. Select   Next. Mobile:   Select the menu icon  in the top-left corner, then   Account Information. Desktop:   Select   Account Information   in the top-right corner of your browser window. Select   Authorized Applications. In the   Name your password   field, label your App Password with the name of the mail client it’s for, then select   Generate. Write down the randomly generated app password or copy it to your clipboard. Enter the password in your email client using the instructions below. When you’re finished, select   Done   on the popup. If you have another email client that needs an App Password, select   Add Another. Or select the trash icon  to delete an entry. How do I update my settings to use the App Password? The instructions below will help you update your password with the   App Password   for the most common email clients. If you need help with a client that’s not in the list, the software manufacturer will best be able to assist you with this. Note:   These instructions are intended for Rogers Yahoo! email users only. If you use a Rogers Yahoo! account to send email from a   non-Rogers Yahoo! address, we recommend that you reach out to your other provider. Most have now updated their servers so that this is no longer necessary. If they are unable to help, you can still create an   App Password, however   enter it in your Outbound Email Server   settings only. Outlook 2010/2013/2016 Click   File. Click   Account Settings   twice. Select your Rogers email account and then click   Change. In the   Logon Information   section: User Name   should be your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for Outlook. Ensure the   Remember Password   option is checked. Click   Next. Click   Finish. Click   Close. Outlook 2007 Click   Tools   and then   Account Settings. Select your Rogers email account and then click   Change. In the   Logon Information   section: User Name   should be your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for Outlook 2007. Ensure the   Remember Password   option is checked. Click   Next. Click   Finish. Windows 10 Mail On the main Windows 10 Mail screen, click on   Settings   then   Manage Accounts. Click on your Rogers email account. On the   Account Settings   screen: Your User name   should be your full @rogers.com email address (it will be greyed out and not editable). Password   - enter or copy/paste the   App Password   you generated above for Windows 10 Mail. Click   Save. Windows Live Mail From the main Windows Live Mail Screen, right click on the Rogers email account in the left-hand column. Click   Properties   and then the   Servers   tab. In the   Incoming Mail Server   section: Email username   should be your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for Windows Live Mail. Ensure the   Remember Password   option is checked. Click   Apply. Windows Mail Click   Tools. Click   Accounts. Select the account you are using to check your Rogers email and click   Properties. Click the   Servers   tab. In the   Incoming Mail Server   section: Email username   should be your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for Windows Mail. Ensure the   Remember Password   option is checked. Click   Apply. Click   Close. Outlook Express 6 Click   Tools. Click   Accounts… Click on the account on the list of internet accounts and click   Properties. Click   Servers. In the   Servers   window check the following: Account name   - confirm that this is your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for Outlook Express. Ensure the   Remember Password   option is checked. Click   Apply. Click   Close. Mail on macOS Click the   Mail   menu. Click   Preferences   then the   Accounts   tab. Click on the account for your Rogers email. (If you only see   Yahoo! IMAP   instead of an email address you should be good to go already!) User Name   should be your full @rogers.com email address. Password   - enter or copy/paste the   App Password   you generated above for macOS Mail. Click on the   Outgoing Mail Server   and click on   Edit SMTP Server List. Click on the   Advanced   tab. Paste the same   App Password   as above into the   Password   field.
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  PROBLEM:   I can’t connect to the internet from any of the computers on my network. How can I troubleshoot before calling in for help?   ANSWER:   The problem most likely lies with either your modem or the configuration of your router (if you have one). Follow the steps below, in the order they appear, to try to fix your problem.     STEP 1: RESTART YOUR COMPUTER Sounds basic, but this simple step often resolves minor issues relating to connectivity. You may also try shutting it down completely and then waiting a few minutes before restarting.   STEP 2: RESTART YOUR MODEM Unplug your modem’s power cord, and if you have a router, unplug that as well. Then wait one full minute before plugging your modem back in. Wait for the lights on your modem to turn solid green (not flickering). If you unplugged your router, plug it back in and wait for it to connect to your modem. Now, wait up to 10 minutes before your modem goes online.   STEP 3: CHECK YOUR CABLES Modem lights still not coming on solid? Ensure all power cables and wires are firmly attached to the correct ports.   STEP 4: SECURE YOUR CONNECTION Some modems have a “link” or “PC” light that indicates whether or not your computer is connected to the modem. If this light is off or flashing, then your connection isn’t secure. If the modem is connected to your computer through a network card or port, then ensure that the cable is securely connected to the computer and modem. Never connect your computer to a modem using a USB cable and a network adapter cable. There should only be one cable connecting them.       Diagnosing Slow Internet and other Signal Related Issues:     In order to examine the DOCSIS Wide Area Network (WAN) data, you will need to log into your modem in order to access the DOCISIS WAN page.  Instructions & Models are as follows:   Cisco DPC3825 Directly connect an Ethernet cable from the modem to the computer. Open a web browser and enter the following address to access the gateway login page:   192.168.0.1. Login with: Username:   cusadmin Password:   password   (Or with user password if already set) 4. Click   Status   at the top of the page and the   DOCSIS WAN   tab.   Downstream Channels                                 Power Level       Signal to Noise Ratio Channel 1:           0.0 dBmV             38 dB Channel 2:           0.0 dBmV             38 dB Channel 3:           0.0 dBmV             38 dB Channel 4:           0.0 dBmV             38 dB Channel 5:           0.0 dBmV             38 dB Channel 6:           0.0 dBmV             38 dB Channel 7:           0.0 dBmV             38 dB Channel 8:           0.0 dBmV             38 dB   ( Ideal/typical  level or range:            0.0 dBmV             36 – 40 dB )     Upstream Channels                                   Power Level       Channel 1:           38 dBmV Channel 2:           38 dBmV Channel 3:           38 dBmV Channel 4:           38dBmV   ( Ideal/typical  level or range:           36-40 dBmV )       Hitron CGN2 Directly connect an Ethernet cable from the modem to the computer. Open a web browser and enter the following address to access the gateway login page:   192.168.0.1. Login with: Username:   cusadmin Password:   password   (Or with user password if already set) 4. Click   Status   at the top of the page and the   CM STATUS   tab.     Downstream Channels Downstream Port:               1                 2                 3                 4                   5                  6                 7                   8 Frequency (MHz):          693.000     669.000     675.000    681.000      687.000     699.000    705.000       711.000 Modulation:                    256 QAM  256 QAM  256 QAM  256 QAM   256 QAM  256 QAM  256 QAM    256 QAM Signal power (dBmV):   0.0              0.0              0.0              0.0               0.0              0.0              0.0                0.0       Signal noise ratio (dB):  38.0           38.0            38.0           38.0             38.0            38.0            38.0             38.0   Channel ID:                     17               13               14               15                16               18                19                20 ( Ideal/typical  level or range: Signal Power  0.0 dBmV     Signal to Noise Ratio 36 – 40 dB )     Upstream Port:                                               1                              2                            3                         4 Frequency (Hz):                     38596000            30596000            23700000 Bandwidth (kbps/KHz):        3200000              6400000               6400000 ModulationType:                  ATDMA                ATDMA                  ATDMA Signal power (dBmV):             38.0                       38.0                        38.0     Channel ID:                                 1                             2                             3   ( Ideal/typical  level or range:           36-40 dBmV )           Hitron CGN3 and CGN3ACR/CGNM Directly connect an Ethernet cable from the modem to the computer. Open a web browser and enter the following address to access the gateway login page:   192.168.0.1. Login with: Username:   cusadmin Password:   password   (Or with user password if already set) 4. Click   Status   at the top of the page and the   DOCSIS WAN   tab.     Downstream                                                                      Port  Frequency  Modulation    Signal        Signal   Channel ID        (MHz)                                 strength    noise          ID                                                                           (dBmV)      ratio                                                                            (dB) 1     645000000      256QAM         1.5       37.636         105 2     591000000      256QAM         2.1       38.605           97 3     597000000      256QAM         2.4       38.605           98 4     603000000      256QAM         1.7       37.636           99 5     609000000      256QAM         1.1       38.605         100 6     615000000      256QAM         0.9       37.636         101 7     621000000      256QAM         1.0       37.356         102 8     633000000      256QAM         1.6       37.356         103 9     639000000      256QAM         1.7       37.636         104 10    651000000    256QAM         1.1       37.636         106 11    657000000    256QAM         0.8       37.636         107 12    663000000    256QAM         1.1       37.636         108 13    669000000    256QAM         1.3       37.636         109 14    675000000    256QAM         1.8       37.356         110 15    681000000    256QAM         1.8       37.636         111 16    687000000    256QAM         1.5       37.356         112 17    693000000    256QAM         0.9       37.356         113 18    699000000    256QAM         0.5       36.61           114 19    705000000    256QAM         0.2       36.61           115 20    711000000    256QAM         0.7       37.356         116   ( Ideal/typical  level or range:   0.0 dBmV    36 – 40 dB )     Upstream Channels                                Power Level       Channel 1:           38 dBmV Channel 2:           38 dBmV Channel 3:           38 dBmV Channel 4:           38dBmV   (Ideal/typical  level or range:        36-40 dBmV)       What to look for:   Although each model is different, they must subscribe to the DOCSIS 3.0 signal requirements.  There will of course be a difference between the number of channels observed with 8 or 20 channels utilized for downstream transmission, however, the signal levels and signal to noise ratios will be the same when the same type of modulation is used, ie, 64 QAM, 256 QAM, etc.     Downstream:   In this case there should be 8 operating channels for the Hitron CGN2 and Cisco DPC3825, and 20 operating channels for the Hitron CGN3 and CGN3ACR.  Ideally the downstream signal levels across all channels should read 0.0 dBmV.  It is normal to see a difference of three to four dBmV from the highest to the lowest signal level, and usually the signal levels will remain in a close grouping within that range.  The signal to noise ratios should be between 36 to 40 dB typically and there may be occasional high or low values that lie outside of that window by two or three dB.    Upstream:   For the upstream, all modems should have a minimum of three channels running.  In some areas four upstream channels may be observed.  The signal levels should be in the 36 to 40 dBmV range typically.  Those values are the modem output power levels for channels transmitting back to the Cable Modem Termination System (CMTS).  As the external cables and connectors age, the CMTS and modem communicate with each other to set that power level, and with aging affecting the external cables and connectors, that signal level goes up to overcome the increasing losses in the cables and connectors.  If the modem can't supply enough power for three channels as the losses have become too great, it drops one upstream channel, thus running on two channels.  If there isn't enough power for dual channel operation at some point, another channel is dropped. At this point, in single channel operation, you will typically see severe degradation in the cable data rates.    Signal level limits   Downsteam:  Signal power 0 dBmV (nominal) + / - 15 dBmV                          Signal to Noise Ratio range (typical) 36 to 40 dB.  Ideally, this should not drop below a  34/35 dB level, especially when combined with low signal levels which range below 0  dBmV.   Upstream:  Signal Power 36 to 40 dBmV (typical) with an upper limit at 51 dBmV for three channel  operation.  There should be a minimum of three upstream channels running.       Reach Out to us here on the Community Forums:   If you are experiencing poor performance on any modem and/or observe the following on your internet modem:   Missing one or more channels on the downstream side: Missing one or more channels on the upstream side, i.e., only running on one or two channels; Signal Levels which are down below -7/8 dBmV coupled with observed poor internet speeds or missing cable TV channels; Signal levels above 7/8 dBmV coupled with observed poor internet or missing cable TV channels   If you have any doubt concerning your internet performance please post a question in the Rogers Community Forums along with your downstream tables, upstream tables and the results from a Rogers Speedcheck with an ethernet connected PC or laptop.  Any problems with wireless devices should first be approached from the ethernet connected point of view to ensure that the modem is operating normally.  Please post in any additional information such as whether or not you have services which include Rogers Cable TV and/or Rogers Home Phone, and if you are observing any problems with those services as well.  As well, indicate whether your home is an apartment, single family house, or other, as this may change the approach required to solve an internet problem.     **************** Thank You @Datalink for putting together this extensive troubleshooting document.
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