All about fibre

Here you'll find detailed answers to your most frequently asked questions. Whether you're looking to find out how to connect your equipment, configure a personal router, or understand the process after placing your order, this page is designed to guide you step by step. Explore the sections below for clear, practical information on how to get the most out of your fibre connection.

How to connect and configure my equipment for Fibre

How to connect optic fibre modem and DECO router (router supplied by Oricom).
  1. A technician will bring the modem below and will complete the activation of the optic fibre at your home. This installation can take from 2 to 4 hours.




  2. Connect a network cable into the Ethernet port at the back of the modem. Connect the other end in the "port 1" of the main routeur.

    *If you have more than one routeur, the main one has a label underneath with the network name and password.

  3. If you want to connect your computer, television or other devices directly into the router, connect each of your devices into one of the available port at the back of your router.

  4. Connect the power adapter of your primary router.
  5. Wait until the light at the bottom of your routeur is green. It will first light up yellow, then blue. It will  then light up in a steady green. This operation can take up to 5 minutes.
    If you have multiple routeurs, place them at the desired location you want and connect the power adapter into a power outlet.


You are now ready to connect your devices to your Wi-Fi network.

  1. On the device you wish to connect, choose the network name that matches the one shown on the label under the DECO router.
  2. Then enter the password shown on the same label.
How to connect optic fibre modem, router and telephony gateway
  1. A technician will bring the modem below and will complete the activation of the optic fibre at your home.



  2. Connect a network cable in the modem's Ethernet port at the back of the modem. Connect the other end into the "port 1" of the main routeur.

    *If you have more than one routeur, the main one has a label underneath with the network name and password.


  3. Connect a network cable at the back of the routeur in one of the available port. Connect the other end into the Internet port of the telephony gateway (blue port).



  4. Connect your phone cable in the Phone1 port on the telephony gateway.





  5. Connect the power adapter of each device; primary routeur (white power cord) and the telephony gateway (black power cord).
  6. Wait until the light at the bottom of your routeur is green. It will first light up yellow, then blue. It will then turn into a steady green. This operation can take up to 5 minutes. If you have multiple routeurs, place them at the desired location you want and connect the power adapter into a power outlet.



ATTENTION! Your telephone service will be operational only once you have confirmed your 911 address and enabled the gateway in your Customer Area. Once the equipment is connected, please follow the activation instructions (yellow sheet that comes with your gateway) or go to https://zoneclient.oricom.ca/Telephony and click on « 911 address(es) ».

Adding more TP-Link DECO pods.
Adding TP-Link DECO pods allows you to achieve optimum coverage on other floors or in other parts of your home.

If your additional DECO unit comes from Oricom, it will be already configured. Follow the instructions below:
  1. Place the new pod where you want it and plug it into a power outlet, ensuring it is within range of your existing pod.
  2. If the light on the new pod is yellow, move it closer to the main pod until the light turns green.
If your DECO unit is not from Oricom, you'll first need to configure it in the TP-Link DECO application, then follow steps 1 and 2 to connect it.
Setting Up and Using the TP-Link Deco App
This application is useful for:
  • Update your home network name and password;
  • Manage your guest network;
  • Advanced router management, such as opening external ports when required by certain devices.
In addition, if you have more than one DECO unit, you can use the application to confirm that they are all online, and to see which guests are connected.

To set up and use the TP-Link Deco app:
  1. Download the app from Apple App Store or Google Play;
  2. On your smartphone, connected to your Wi-Fi network;
  3. Create a TP-Link login ID and sign in.
The app will automatically link to your pod, allowing you to manage your home network directly from your smartphone or your tablet!
PPPoE Configuration of a personal router for Fiber Connection

To configure your personal router to work with a fiber connection, follow these steps:

  1. Retrieving PPPoE Login Information
    Make sure you have your PPPoE login information on hand. You can find it at the bottom of the home page of your Client Zone. To display the username and password, click on "View my information."
  2. Logging into the Router
    Log in to your router using the admin credentials.
  3. Selecting the Connection Type
    In your router's settings, select the PPPoE connection type.
  4. Entering PPPoE Information
    Enter the login information obtained from your Client Zone (username and password) in the appropriate fields.
  5. Activating VLAN
    Activate VLAN and set it to 40. If there is an option for priority, choose "0." For any other required options, you can enter any number.
  6. Enabling 802.1q Tag
    If there is an option for the 802.1q tag, ensure it is enabled.


Tp-Link Archer AX10 router

If your router is a Tp-Link Archer AX10, here are 2 images to help you visually find the elements described above:

Tp_link_AX10_PPPoE_Config



Tp-Link Archer AX10 - PPPoE

I've just subscribed, what are the next steps?

What to expect once you've placed your Fibre Internet order

Here is a step-by-step guide of how we process your fiber Internet order:

  1. Order confirmation: Within 24 working hours after your order has been placed, we will send you an email to confirm the details. If you haven't received it, check your spam folder (and add us to your contacts so you don't miss any future emails).

  2. Start of processing:First, we'll make sure everything is in order and try to get an installation appointment that matches your choice as closely as possible.

  3. Equipment delivery:We'll ship your equipment by mail a few days after you place your order. We will send you an email with the tracking number once the equipment is shipped. Keep the equipment in a safe place until the technician visits.

  4. Installation confirmation: As soon as your appointment is confirmed, we will send you an email or SMS confirming the date and time slot for your Internet service installation.

  5. Fiber installation: A technician will come to your home to install the service on the confirmed date and time and will bring the optical network terminal with them.

  6. Activation of service: The technician will install the fiber to your home. They will also need access inside your home to complete the installation and activate the Fiber terminal.

  7. Start using the service:Once the technician has confirmed that the installation is complete, follow the step-by-step instructions included in the equipment box to plug in the router and connect your devices to your new Wi-Fi network.


Here are a few more details about the appointment with your technician:

  • An adult 18 years of age or older must be present in the home when the technician arrives.
  • Installation time varies and can take up to 4 hours. Only once on site will the technician be able to see the extent of the work involved.
  • The technician will probably call to confirm your address, so keep your phone close at hand.
  • If you live in an apartment, please inform the building manager of the technician's visit. The technician may need to check the wiring, which is usually located in an electrical room or panel.
Contest

"Upgrade to ORICOM fibre for a chance to win free internet for a year" contest

RULES OF PARTICIPATION
(the "rules")



  1. The "Upgrade to ORICOM fibre for a chance to win free internet for a year" contest (the "Contest") begins on February 28, 2025 at 12:01 a.m. Eastern Time (ET) and ends March 21, 2025 at 11:59 p.m. ET (the "Contest Period "). No purchase necessary.

  2. The contest is sponsored by ORICOM, a division of Bell Canada (the "Sponsor").

  3. ELIGIBILITY: The Contest is open to legal residents of Ontario and Quebec who have reached the age of majority in their province of residence at the time of entry. Employees of the Sponsor and its parent, affiliates or related companies, subsidiaries, divisions, prize supplier, advertising and promotional agencies and other parties involved in the development, production, administration, or execution of the contest, as well as members of their immediate family (parents, brothers, sisters, and children) and persons domiciled with them are not eligible to enter the contest. Also, the winners of a ORICOM contest in the 30 days preceding the date of selection of the winner of the present contest (including the persons they have designated to take possession of the prizes) and the persons domiciled with them are ineligible.

  4. HOW TO PARTICIPATE:

    Existing Oricom non-fibre customers with an account in good standing and who order an upgrade to any ORICOM 100% fibre internet plan, if the technology is available at your address, between February 28, 2025 and March 21, 2025. You will automatically be entered in the contest.  Limit of one (1) fibre

  5. PRIZE: There is one (1) prize winner. The winner will receive 1 year of fibre internet on ORICOM, which is comprised of 1 monthly plan fee that is ordered by March 21, 2025 (the “Prize”). The fibre internet must be activated and remain active to receive the monthly credit. Winner must have reached the age of majority in their province of residence to claim the prize. Before being eligible to participate in the prize, the winner will be required to sign and return, within the time period prescribed by the Sponsor, a release and indemnity form in which they declare that they have read, understood and complied with the rules; gives all required consents; agrees to make themselves available to participate in publicity or promotional activities related to the contest, the Sponsor, the prize supplier or similar matters; authorizes the Sponsor and the prize provider to broadcast or publish their name, city or town and province of residence, photograph, image, voice and nickname for advertising or promotional purposes or for general information or entertainment purposes, without compensation other than participation in the Prize; accepts the Prize as offered; and releases the Sponsor and the prize provider from any and all liability whatsoever arising from the receipt and use of the Prize. Approximate retail value of the Prize: $620.00 CAD.

  6. The Prize must be accepted as awarded. It may not be sold or transferred and is not redeemable for cash. In the event that all or part of the Prize is unavailable, the Sponsor and prize supplier reserve the right to substitute another prize, in whole or in part. Winner is responsible for all costs not expressly described in these terms and conditions. Winner acknowledges that once the Prize has been awarded, all obligations normally assumed by the supplier of services or goods become the responsibility of the supplier.

  7. DRAW: On April 15, 2025 at approximately 9:00 a.m. (ET), at ORICOM's offices in Etobicoke, Ontario, a random draw will be held from all eligible entries received during the Contest Period. The first entry drawn will be eligible to win the Prize. The odds of an entry being selected for the Prize depend on the total number of eligible entries received during the Contest Period. ORICOM, acting reasonably, will attempt to contact the potential winner, by name, who will receive an email through the email account used on your ORICOM fibre account within one (1) day of the draw, to announce that they have won and to validate their contact information. The potential prize winner is solely responsible for monitoring their account for such notification emails. In the event that a potential winner does not respond to the contest notification message as indicated in the notification within one (1) business day of the draw, such potential winner will be disqualified, and an alternate potential winner may be drawn at the sole discretion of the Contest Sponsor. Potential winner will be required to provide proof of identity upon request.

  8. To be officially declared a winner, the potential winner must first correctly answer, unaided, a time-limited mathematical skill-testing question posed by ORICOM. Failure to comply with all of the provisions set forth herein may result in the disqualification of the potential winner by the Sponsor, who may then draw the name of an alternate potential winner, without incurring its liability or that of the prize supplier in any way whatsoever in this regard. The winner selection and qualification procedures described above will be followed, with necessary modifications, until a qualified winner has been duly selected, but no later than April 17, 2025.

  9. By entering the contest, each entrant agrees to abide by these rules. All decisions of the Sponsor with respect to all aspects of the contest, including eligibility of entries, are final and without appeal.

  10. All entries become the property of the Sponsor, who assumes no responsibility for truncated, misplaced, delayed, destroyed or misdirected entries, e-mails, mailings or voice messages, or for computer errors or failures. Sponsor is not responsible for incorrect or inaccurate capture of entry information, technical malfunctions, human or technical error, distribution or printing errors, lost, delayed or garbled data or transmissions, or omissions, interruptions, deletions, defects or failures of any telephone or electronic lines, computer network or hardware, software or any combination thereof. Entries or entry data that have been modified or altered are void. If for any reason the Sponsor determines, in its sole discretion, that the Contest is not capable of running as originally planned, or that any factor such as computer virus, bugs, tampering, unauthorized intervention, fraud, technical failures or other causes corrupt the administration of the Contest, the Sponsor reserves the right to terminate the Contest at any time without notice, security, fairness, integrity or proper conduct, it reserves the right to cancel, modify, extend, suspend or terminate the contest and to select a winner from among the eligible entries already received. The Sponsor reserves the right to make changes to the rules without materially altering their terms. The Sponsor also reserves the right, at its sole discretion, to disqualify any individual who tampers with the contest entry system, tampers with the operation of the contest, violates the contest rules or otherwise disrupts the contest. Any attempt to deliberately damage the contest website or to undermine the legitimate operation of the contest is a violation of criminal and civil laws, and should such an attempt be made, the Sponsor reserves the right to seek remedies and damages to the fullest extent permitted by law. The Sponsor is not responsible for any errors or negligence that may occur in connection with the contest, including any damage to an entrant's computer system (hardware or software) resulting from participating in the contest or downloading information from the contest website.

  11. The contest is subject to all applicable federal, provincial, and municipal laws and regulations. By entering the contest, each entrant consents to the collection, use and disclosure of their personal information (i.e., personally identifiable information such as telephone number, age, and home address) by the Sponsor and prize provider for the purposes of implementing, administering and fulfilling the contest. The Sponsor and prize provider agree not to sell or transmit this personal information to third parties, except for the purposes of administering the contest. By entering the Contest, each entrant consents to the collection, use and disclosure of his or her personal information in accordance with the ORICOM privacy policy, available at https://www.oricom.ca/en/personalinformation. Any inquiries regarding personal information held by the Sponsor should be directed to ORICOM at 1 866 967-4266.

  12. In the event of any discrepancy or inconsistency between the terms and conditions of these contest rules and any statements or representations contained in any contest materials, such as entry forms, point-of-sale, television, print or online advertising materials, the provisions of these contest rules shall prevail.

  13. All intellectual property, such as trademarks, trade names, logos, visual elements, promotional materials, web pages, source code, drawings, illustrations, slogans, and representations, is the property of the Sponsor or its affiliates. All rights reserved. It is strictly forbidden to copy or use any copyrighted material or any material constituting intellectual property without the prior written consent of the owner.

  14. NO PURCHASE NECESSARY. If a participant wants to enter the contest without purchase or fibre upgrade, please send an email to migration_tpia@oricom.net with the subject line "Chance to Win Free Internet for a Year Contest" and include your full name, address and phone number in the email.

 

Troubleshooting my Fibre connection

Diagnosing Wifi connection problems

WiFiMax

You can now access our new self-help app WiFiMax! It helps you diagnose and optimize your Wifi network.

Why WiFiMax?

We recommend using the WiFiMax self-help app if you encounter problems such as:

  • Speed issues
  • Video buffering
  • Wi-Fi coverage issues
  • Devices that drop off the network

To get started, download the free WiFiMax app onto your smartphone or tablet from the Apple App Store or Google Play.

How to get started

  • Download the app onto your mobile device.
  • Select Scan network and wait 2 minutes for the scan to finish.
  • Click on Improve network health to diagnose your Wifi.

Here's how it works

The WiFiMax app scans your network and, if it detects a problem, suggests ways to improve your Wifi with easy-to-follow, step-by-step instructions.
The app also generates a unique KEY for each scan session. This identifier will enable our technical support team to see the results if you call us for help.

You still need help?

  • You can reach our technical support team at 1-866-967-4266.
  • Running an analysis before calling us will speed up troubleshooting. Don't forget to note the unique code at the top left of the screen and communicate it to our technical support agent.
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