Easiest Method
- Unplug all connected electronics: modem, router, set-top boxes, streaming TV devices, Wi-Fi access points.
- Plug in the MODEM only and wait five minutes. Next plug in the ROUTER (may be built into the modem). Allow several minutes for the router to make a connection to the internet. You can check the connection is made with your mobile device.
- Plug in your other devices. Each will then connect to the router after a few minutes. If you don’t wait for the modem to connect FIRST, and the router SECOND, you will have to reboot the devices again.
Alternatively you can reboot your modem, let it connect and then reboot each device. A reboot allows connected equipment a chance to upgrade software and gives a clean connection to the internet. Now you can have a seamless return to your streaming, browsing and gaming. Let summer begin!
Open a ticket with the Smart Hub app if you have further problems and the Support team will get back to you. See back for support service details.
Regular Support Hours
Monday to Friday 8:30 a.m. to 10:00 p.m.
Saturday 9:00 a.m. to 5:00 p.m.
Sunday 9:00 a.m. to 5:00 p.m.
Holiday Support hours are posted on our support web page.
When a Reboot Doesn’t Work
- Check out service FAQs on the support page
- Create a trouble ticket with our technical support staff:
– Using the SmartHub App or through www.hay.net/account
– By Phone: 519-236-4500
– By Email: assist@hay.net
– Through the support web page trouble report form
Hay Communications – www.hay.net Grand Bend, 31 Ontario St, N, 519-238-8333
Exeter: 168 Thames Rd., W, 519-235-3369 • Zurich: 72863 Blind Line, 519-236-4333