One of the perks of joining Koodo Internet is that you can add the TELUS Online Security Standard and get your first 12 months on us (valued at $12/mo.)! This includes comprehensive protection for your personal data and devices, helping you prevent, detect, and recover from cyber threats and identity theft. The regular price of $12/mo. applies after that.

<div class="collapsible">
  <h3> Here's how to redeem this perk </h3>
</div>
<div class="content">

1. Sign up for Koodo Internet

2. Next, you'll get an email within 7 to 10 days after the order of your Internet service with subject line “Enjoy your first 12 months of TELUS Online Security on us” that will include your promo code and all the details you need to redeem your special offer:

- Go to [TELUS Online Security Plans](http://telus.com/OnlineSecurityPlans?cmp=em_tos_tos_tar_ah_toskoodo_lnk_srv)
- Select __Add Now__ under the Standard monthly plan
- Enter your promo code at checkout to bring your price to $0/month for 12 months. Regular price will apply from month 13
- Follow the checkout steps to redeem your offer

Be sure to redeem your offer before it expires __30 days from activation date__

3. After you've signed up for and activated TELUS Online Security just sit back, relax, and browse worry-free!
  </div>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1. Which Online Security plan is included with this offer?__

Our offer includes 12 months of TELUS Online Security Standard, on us. This includes comprehensive protection for your personal data and devices, helping you prevent, detect, and recover from cyber threats and identity theft. For more info on the service, you can go to [telus.com/OnlineSecurity](https://www.telus.com/online-security?cmp=em_tos_tos_tar_ah_toskoodo_lnk_srv).<br><br>

__2. What happens if I cancel my Koodo Internet service before the end of the promotion?__

You must keep the existing Koodo Internet service active in order to continue to receive the TELUS Online Security discount. The discount expires 12 months from the day you activated TELUS Online Security. The regular price applies from month 13 or if you cancel your Koodo Internet service.
  </div>


Setup

Internet

DIY installation

Shipping & Delivery

Tech Visit

Koodo Internet: 12 months of TELUS Online Security, on us

If you're a Koodo Internet customer looking to find the coaxial cable line that brings the internet service into your home, this article will help you with the process step by step.

The __coaxial cable__ is the main connection that brings high-speed internet to your modem. 

By following these simple steps, you can easily find the coax line and ensure a smooth internet setup or troubleshooting process:

<div class="t-heading-h3">Step 1</div>

__Find the location of your modem__

Start by finding your existing Internet modem in your home. That's usually the spot where the coaxial cable hooks up to give you internet service.

The modem is usually placed near a power outlet and may be connected to a router or directly to your computer. Once you locate the modem, you’re closer to finding the coax line.

<div class="t-heading-h3">Step 2</div>

__Inspect the modem connection__

Take a close look at the back of your Koodo Internet modem, and you’ll see several ports and connections. The coaxial cable connection is distinct and easily identifiable - it’s usually labeled as __"Cable," "Coax,"__ or __"RF In."__ The coaxial cable will be plugged into this port, providing the internet signal to your modem.

<div class="t-heading-h3">Step 3</div>

__Trace the coaxial cable__

Once you’ve identified the coaxial cable connection on your modem, trace the cable backward. Follow the cable as it extends from the modem, and visually inspect its path. Look for any visible sections of the cable along walls, floors, or ceilings. Pay attention to any junction boxes or splitters that the cable may pass through.

<div class="t-heading-h3">Step 4</div>

__Locate the entry point__

Continue tracing the coaxial cable until you reach the entry point into your home. The entry point is where the cable enters your house from outside. It’s usually found near the utility box or where other utility lines enter your home. The coaxial cable may be bundled with other cables, so look for the distinctive cylindrical shape and thicker size of the coaxial cable.

<div class="t-heading-h3">Step 5</div>

__Refer to Koodo help pages__

If you run into any problems or need some extra support, we've got these [awesome digital help pages](https://www.koodomobile.com/en/help/article-categories/all) that cover everything, and they can totally help you find that coax line hassle-free. 

__Heads up!__ Remember to be careful when dealing with electrical or utility connections - safety first! If you're not sure about any part of the process, don't hesitate to reach out to a pro technician or someone who knows their stuff. Better to stay safe and get the job done right!

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How to find the Coax Line for Koodo Internet in your home

To find the best spot for your router, follow these tips:

| Make sure your router is…     | How does this help?     |
| ----------                    | ----------              |
| In or near the center of your home       | This allows for a balanced distribution of Wi-Fi coverage throughout your entire home and allows all rooms to be within the range of the signal       |
| Raised above the ground, like on a table or a surface off the floor       | This expands the Wi-Fi coverage area, helps maintain a clear connection, and prevents a large amount of the signal from being lost in the ground       |
| Positioned clear of obstacles (large furniture, tile, stone, metal, water, walls (if possible), and other electronic devices (TVs computers, and microwaves)       | This helps avoid interference with Wi-Fi signals<br> <br> For optimal Wi-Fi performance, try to maintain a direct line of sight between your device and the router. If the device is in a different room, position the router in a location where the signal has  the fewest walls to go through to reach the device.<br><br> For optimal Wi-Fi coverage in a two-story home, consider placing the router either<br><br> <ul style="list-style-type: none;"><li>1) near the ceiling on the first floor, or</li><li>2) near the floor on the second floor</li></ul>       |

<div class="t-heading-h3">How Wi-Fi signals work</div>

Basically, every Wi-Fi router has antennas that are responsible for beaming that sweet Wi-Fi goodness around. Our Koodo router’s antennas are built in the device.

__Heads up!__ Even though the Wi-Fi signal coverage is big and round, the signal itself travels in a straight line. So, if there's something blocking the signal between the router and your device, it can't just magically curve around it (although you might catch some signal bouncing off other surfaces).

<div class="t-heading-h3">Dealing with areas where Wi-Fi doesn’t work</div>

When it comes to dealing with areas where Wi-Fi won’t work, also known as “Wi-Fi dead zones,” things can get tricky. Sometimes you can't set up your router in the perfect spot because of practical constraints, like cable jacks being on exterior walls or funky floor plans. But don't worry, there are still some tips and tricks you can test out to boost that Wi-Fi coverage: 

- __Give priority to the areas where Wi-Fi is most frequently used:__

    Having your Wi-Fi router in a central spot is great for covering every room, but let's be real, you might have some favorite rooms that matter more. Say your home office and living room are on the same side of the house, you'd totally want to get your router closer to those rooms, even if it means a weaker signal in the kitchen. I get it, Wi-Fi dead zones are no fun, but if you gotta have 'em, might as well decide where they go, right?

- __Hook up your devices with Ethernet cables__

    Sometimes you end up with these dead zones in your home where the Wi-Fi just can't reach. It could be a room that was added later or maybe a spot with a super thick wall blocking the signal. But don't sweat it, there's a simple fix: get yourself an Ethernet cable. Unlike Wi-Fi, which goes in a straight line, an Ethernet cable can wind its way around any obstacle, giving you internet goodness wherever you need it. Just remember, for really big homes, it might not be the most practical option.

<div class="t-heading-h2">FAQ</div>

1. __Which room should I put my router in?__

    When it comes to choosing a spot for your router, as mentioned earlier, a central location works best for spreading that Wi-Fi goodness all around your place. But if you've got certain devices that need to be connected via Ethernet cable, like your work computer, it might be smarter to have the router in the same room as them to keep those connections strong.

2. __I have a multi-story house. How will I know if I should put my router upstairs or downstairs?__

    Typically, it's better to have the router placed in an upstairs room instead of downstairs or in the basement. When the Wi-Fi signals start from a higher position, they tend to travel a greater distance.

3. __Can I move my router to another room?__

    Yes! If you're looking to shift your router to a different room, follow these 4 basic steps:

    __Step 1:__ Look for a location that has an existing coaxial jack. This may involve installing the cable modem/router closer to the desired location. If you don’t have any other cable coaxial jack, a professional installation may be needed (not offered by Koodo Internet).

    __Step 2:__ Connect your modem and router to the internet line in the new room, and plug them into a power outlet.

    __Step 3:__ Run an internet speed test to check the speed and performance of your new connection.

    __Step 4:__ Close off any unused coaxial cable lines to avoid signal interference in your home network.

That's it! Now that your router is in a new room, let the Wi-Fi adventures begin!

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Selecting the best location for your modem and router

<div class="warningBox">
Due to a high volume of Canada Post deliveries, you may experience shipping delays for P.O. boxes and rural route addresses.
</div>

A valid Canadian-issued credit card from Visa, MasterCard or American Express is required. We don’t accept International credit cards. All prices listed are in Canadian dollars (product pricing and availability are subject to change without notice).

We know you’re excited - we are too! But your service will start working only after your Koodo Internet is activated. Please set up your equipment after your activation date to have a seamless experience. <br><br>

__Heads up!__ 

- For this subscription-based service, your card will be charged monthly.
- Due to third-party involvement, we’re unable to change your activation date to an earlier time. If you’d like to postpone your activation date, please go to Koodo Assist to schedule a callback with a rep. <br><br>

<div class="t-heading">Ordering and shipping confirmation</div>
It usually takes 2-3 business days for equipment (modem and router) to be shipped. 

Once you’ve submitted your order, you'll receive a confirmation email. Please print and/or save this email - it's your official receipt. If you haven’t received any emails about your order, please go to Koodo Assist to schedule a callback, and a rep will be happy to help you. <br><br>

If you haven’t received a confirmation email, please follow the steps below:

1. Give us a few hours to process and confirm your order.

2. Check the Junk/Spam folder in your email account.

3. If you still haven’t received your confirmation email after steps 1 and 2, please schedule a callback with our team. 
<br><br> 

<div class="t-heading">Tracking your order</div>

Once your order has shipped, we’ll send you an email that includes a tracking number. It may take up to 48 hours before your tracking information is available. <br><br> 

<div class="t-heading">Your confirmed activation date</div>

We’ll let you know via email and provide you with easy step-by-step instructions to get your service up and running in no time. <br><br>

<div class="t-heading">Activating Koodo Internet and canceling with your previous service provider</div>

You’ll be receiving your confirmed activation date via email. On that day, your Koodo Internet service will start working. So, you can cancel with your previous service provider the day of your activation. 

Activation of your service can happen anytime throughout the day on your activation date.
You can set up your modem in advance and when all the lights are green, you are ready to surf!

<br><br> 

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__Will I need a tech visit?__

Depending on the circumstances, a tech visit may be required on the date you activate, to help ensure it's ready for service. We'll confirm your activation date via email and let you know at that time. 

__Heads up!__ The tech will not set up the equipment. Don't sweat it - it's easy to set up on your own. We'll also be sending simple step-by-step instructions your way.

  </div>

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Ordering and activating Koodo Internet 

From confirming what's in the box, to setting up your modem and router, our Setup page has everything you need to get your internet connection up and running: [koodo.com/setup](https://koodo.com/setup)

Our home internet service is all self-installation. Check out the handy step-by-step guides below. If you need more help with setting it up, please schedule a callback with our friendly team.

Here's a video with step-by-step instructions to help get you started:

<iframe style="width: 100%; max-width: 500px; height: 300px;" title="video"  src="https://videos.ctfassets.net/kog48cav9oy7/47S6Du0DVhZFZx07M8Cpio/5538100fef5d5b2f96008b1449fa8fa6/12-24_KoodoInternetInstallation_Video_EN_FA.mp4"></iframe>

<div class="collapsible">
  <h3> Modem setup </h3>
</div>
<div class="content">

Please start the self-installation __after__ your activation is complete. We'll send your activation date to the email address you provided.

1.

![setup-instructions-step1](//images.ctfassets.net/8cecwr1x4jkf/3RvU5lxIKQBhQ1cA2ZJvfh/6d5097445ae37fbe4899173442bf17e0/image2.png)

__Connect the Coaxial Cable__

Connect one end of this cable to the connector on the back panel of the modem and connect the other end to your wall outlet. To connect a modem and a TV to the same wall outlet, you must use a cable line splitter (not included). If you need help locating your coaxial cable outlet, check out [this article](https://www.koodomobile.com/en/help/how-to-find-the-coax-line-for-koodo-internet-in-your-home).<br><br>

2. 

![setup-instructions-step2](//images.ctfassets.net/8cecwr1x4jkf/27zgF98KcL8UitLZuJcWda/8c6783af977a25016c4f4a82b28da81d/image3.png)

__Connect the Power Cable__

Connect one end of this cable to the modem and the other end to a power outlet.<br><br>

3. 

![setup-instructions-step3](//images.ctfassets.net/8cecwr1x4jkf/2OEjlWWeK1RH2Q3e8tnAwR/0307f292a813455acae774ef9cabfdbd/image1.png)

__Booting up Modem__

A series of lights will appear and cycle on the modem - this means your modem is getting ready to connect to your network. When the lights are solid green, the setup process has been completed.<br><br>

4. 

![setup-instructions-step4](//images.ctfassets.net/8cecwr1x4jkf/gEA94DrjiBNfPETY9gO0g/8eba894b6541761eaf9442933c837319/image4.png)

__Slide modem into stand__

Place the modem in the supplied modem stand. This will keep it vertical and improve its performance.<br><br>
  </div>

<div class="collapsible">
  <h3> Router setup (prior to Oct 2024) </h3>
</div>
<div class="content">

1. 

![old-setup-instructions-1](//images.ctfassets.net/8cecwr1x4jkf/5sUyfCQjKPKZjuSQnrYTEH/93da839c299c89c0987ba740cdaf1cb3/1.jpg)

To access the ports on the Wi-Fi 6 router, pull the base off the bottom of the device. It should come off easily.<br><br>

2.

![old-setup-instructions-2](//images.ctfassets.net/8cecwr1x4jkf/2V2LHTTFvC5GyA0SYiP6lj/1d45e20c4502e25e1e78d75ef99c14df/2.jpg)

Connect the purple end of the Ethernet cable (supplied) to the purple port on the Wi-Fi 6 device.<br><br>

3. 

![old-setup-instructions-3](//images.ctfassets.net/8cecwr1x4jkf/2ib5by0vt7Fw4We5fVB8go/04ebc05e00986a9613539b6e15a4a5ed/3.jpg)

Connect the other end of the Ethernet cable to the Wi-Fi port located on your modem.<br><br>

4. 

![old-setup-instructions-4](//images.ctfassets.net/8cecwr1x4jkf/1tj3MZnU6tbMkoxMO2FNi8/c2fad132f5e75c18b026cad649a8b041/4.jpg)

Connect one end of the power cable to the Wi-Fi 6 router and the other end to a power outlet.<br><br>

5. 

![old-setup-instructions-5](//images.ctfassets.net/8cecwr1x4jkf/4VEYrNzyX2qetjAIyDRMkp/3fe1982bc5cf6c49659ff177fe6de602/5.jpg)

A series of lights will appear and cycle on the Wi-Fi 6 router - this means your device is getting ready to connect to your network. When the lights are solid green, the setup process has been completed.<br><br>

6.

![old-setup-instructions-6](//images.ctfassets.net/8cecwr1x4jkf/2FzRhRyDzGBepPjXJ7f77h/3a3cb109eda4af2f28e637cb7d04f94d/6.jpg)

Your Wi-Fi login credentials for the router are located under the bottom cover. To access and/or change these settings:

1. Open a web browser
2. Enter the IP address http://192.168.1.254/
3. Log in with the router admin password

  </div>

<div class="collapsible">
  <h3> Router setup (after Oct 2024) </h3>
</div>
<div class="content">

1.

![new-router-setup-1](//images.ctfassets.net/8cecwr1x4jkf/4iHMmelXjxx1xzpVXIf8G1/fa2b213b0a1b6f4b8787a9e198c99a31/image.png)

Connect the purple end of the Ethernet cable (supplied), to the purple port on the Wi-Fi 6 device.<br><br>

2. 

![new-router-setup-2](//images.ctfassets.net/8cecwr1x4jkf/1KekofmuyZ0KKfbThrCnPj/999c2d4ad878a20b21fec7eaad179e79/image.png)

Connect the other end of the Ethernet cable to the LAN port located on your modem.<br><br>

3.

![new-router-setup-3](//images.ctfassets.net/8cecwr1x4jkf/1ikv2TxMUs2wRRiRX8Bxox/93741a16a8ddae43b52da427762fccce/image.png)

Connect one end of the power cable to the Wi-Fi 6 router and the other end to a power outlet. <br><br>

4.

![setup-instructions-step4](//images.ctfassets.net/8cecwr1x4jkf/4lKNuW62dU8v3FshnFihNm/a27ce4074a6f26632708128fe2f070e6/image.png)

While your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router initializes, you’ll see a flashing green and/or purple light on the front. A solid green light means the setup process is complete. If you don’t see a solid green light, follow the instructions in [this troubleshooting article](https://www.koodomobile.com/en/help/understanding-your-modem-and-router).<br><br>

5.

![setup-instructions-step5](//images.ctfassets.net/8cecwr1x4jkf/5XxIFm9KHaBhNZVLzE9kOl/8331166cf249b937427deec431087482/image.png)

Your Wi-Fi login credentials for the router are located at the bottom of the device: 

To access and/or change these settings:

1. Open a web browser
2. Enter the IP address http://192.168.1.254/
3. Log in with the router admin password

  </div>

Setup instructions for Internet self-installation

<div class="warningBox">
Due to a high volume of Canada Post deliveries, you may experience shipping delays for P.O. boxes and rural route addresses.
</div>

1. __How do I track my shipment?__

    You can use the tracking number with the shipping provider to easily keep track of all the status updates.

2. __Do I need to be home to receive my order?__

    No worries if you're not home! The shipper will leave a handy card at your place instead. Just take that card to the post office address mentioned on it, and you can pick up your package from there!

3. __What should I do if my equipment hasn't arrived?__

    If you haven’t received your equipment, please use the tracking number in the shipping email we sent you, and enter it into our courier’s (Canada Post) [tracker](https://www.canadapost-postescanada.ca/track-reperage/en#/home): 

    __a) Example of a shipping email:__

![Koodo Internet Order is on its way!](//images.ctfassets.net/8cecwr1x4jkf/44GJiuKrEUBoy7g5rVWY1V/1fc6c265335f675c1a3b3b1b9cd29d3b/image2.png)

   __b) Canada Post tracker:__

![Track your Koodo order](//images.ctfassets.net/8cecwr1x4jkf/6lmbjOz9mjnvTfg5zif8XF/0ccde35354b4e4f82afdf584513ce7ce/image1.png)

4. __How can I exchange defective equipment?__

    If you're having any troubles with the equipment for your Internet setup, don't worry, we're here to help! Just chat with one of our reps, and we'll troubleshoot the issue together. If needed, we can even get replacement equipment shipped to you. To get in touch, use [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).

    If you have missing equipment, don’t worry - our friendly team is happy to help. Please go to Koodo Assist to schedule a callback and one of our reps will assist you.

5. __How can I contact Koodo?__

    Our team is always here to help you. For information on specific topics, check out our help pages. 

    If the Help pages haven’t addressed your particular concern, you can also get account-specific information in Self Serve. If you still need help, Koodo Assist can schedule a callback for you with a live agent, usually within minutes during business hours.

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Koodo Internet: Shipping FAQs

We're thrilled to have you on board and super excited to introduce you to all the fantastic goodies that come with your subscription to our top-notch internet service!

It's time to unbox the magic and discover the lineup of equipment that’ll give you what you need for seamless connectivity:

<div class="grid-container">
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/1GsIwPPfUpQOesLeAitVYR/52efa4fff3f424789ce7bd9fb69cb3c9/Asset_10.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Modem:</p>
      <p>
        This is the device that will give you access to wireless home internet.
      </p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/3RYAZ68iBJ7HYJF8VLHl2r/f21c0b162fa3d3fe48d092514a9acf8b/Asset_7.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Modem power adapter:</p>
      <p>This will be the power supply for your modem.</p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/3BfnEsBe9kMEH4uQZytlUH/7e1033f55dd4e017e68bd63432ca0f24/Asset_9.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Modem stand:</p>
      <p>
        This will keep your modem vertical and stable to improve its
        performance.
      </p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/4VzpxBhOVTlsWJEXnDuwaj/88b6bb928bd4d33c1250fd2ef27fd447/koodo_new_modem_ethernet_cabel.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Modem ethernet cable:</p>
      <p>This cord will allow you to connect your modem to your router.</p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/1Uyz0q1g6fzRUxmVuyepjf/0445a86e02c8b335d124960068937a6f/koodo_new_wifi_router.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">
        Boost Wi-Fi 6 Lite (Wi-Fi 6 Router):
      </p>
      <p>
        This is a networking device that allows communication between the
        internet and the devices in your home.
      </p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/2WqGvm7MZWtWcCDaHVbSPs/6547ee2e282a3f611459a05f28b827f0/koodo_new_power_adapter.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Router power adapter:</p>
      <p>This will be the power supply for your router.</p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/3GW7du2ovUPmJTSz1bqJKW/1400e83ae3d636fafdd4ce4d8c4d168e/koodo_new_router_ethernet_cabel.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Router ethernet cable:</p>
      <p>
        With this cord, you can hook up your equipment to the local area network
        (LAN) and get on the internet.
      </p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/45kyhkqVZCyyMY3MNg1KbP/1856d44603a77a4a783147465a3d03a3/koodo_new_coax_cable.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Coax cable:</p>
      <p>
        This is the main connection that brings high-speed internet to your
        modem.
      </p>
    </div>
  </div>
</div>

What's in the box?

1. Remember to pick up that call from the tech before your appointment! Just confirm you're all set and available at that time.

2. Your tech will swing by within the appointment window to get your service up and running at your place. Just a heads up, though, they won't be installing your equipment for you. 

3. For help with your device setup, visit [Koodo.com/setup](https://koodo.com/setup) to get simple instructions for connecting the equipment in this box.

Once you're all set up, your internet connection will be good to use right away. Enjoy the digital world!

Got a Q? We have the A.

Koodo Internet: 12 months of TELUS Online Security, on us

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