X
X
Check service availability for your address.
I would like to get a new phone number
I would like to transfer my existing phone number

( ) -

Your Province:

Help

We're Here to Help

  • Email
  • Phone

    Sales:
    1-877-704-4269

    Customer Care:
    1-800-806-3273

    Technical Support:
    1-800-370-0015

    Wireless Care/Support:
    1-877-422-6171

  • Close

Internet

Troubleshooting

"US" or "DS" light is blinking or off on modem/gateway

Loss of sync occurs when your modem/gateway's "DS" or "US" lights are either off or constantly flashing. Please note that if the "Online" light is on, the modem/gateway is updating its system software and service should be automatically restored after a few minutes.

If your modem/gateway does not have sync:

  1. Ensure your modem/gateway is plugged in, and powered on. Try a “power cycle” on your modem/gateway. This can be done by unplugging it, leaving off for 1 minute, then plugging back in.
  2. Ensure that the coaxial cable is securely connected to both the modem/gateway and the wall outlet.
  3. Ensure that your modem/gateway is plugged into the outlet it was installed on. Even if you have more than one coax outlet, they may not all be active.
  4. Verify the modem/gateway and cables in use. Are you using the provided hardware and cabling?

If you require further assistance, please log on to E-Care and submit a Support Request (Support Ticket) to our Technical Support team. Your issue will be reviewed as soon as possible.

Slow Speeds

Please review these troubleshooting steps if you experience slower than expected download and/or upload speeds on your line. Speed degradation can be caused by varying factors, so complete and thorough troubleshooting is required for resolution.

If at any time you need assistance, please call our friendly staff toll free at 1-800-370-0015.

  1. "Powercycle" your modem. This is done by unplugging the power from the back of your modem for 1 minute.
  2. Clear your browser's history and cache:

    Clearing History & Temporary Internet Files: Internet Explorer 7
    Clearing History & Temporary Internet Files: Internet Explorer 8
    Clearing History & Temporary Internet Files: Internet Explorer 10
    Clearing History & Temporary Internet Files: Mozilla Firefox 3.5
    Clearing History & Temporary Internet Files: Google Chrome
  3. Reboot / restart your computer
  4. If you are sharing this connection with other computers / devices: Please ensure that the other devices are completely powered off
  5. Test for resolution: Check your speed immediately after rebooting
    • Ensure that no other applications are running (updates, p2p downloads, anti-virus etc)
    • Check your speed at http://speedtest.primus.ca
    • Check your speed with other online speedtest sites (ie. speedtest.net)
    If the issue persists, continue troubleshooting below.
  6. If you are using a router/firewall/switch:

    Please remove it and test with a "stand-alone" setup. This is done by connecting a single computer directly to your modem. Steps on setting up a "stand-alone" connection are located here. Please print a copy of the appropriate setup guide for your operating system.
  7. Test for resolution (same as step 5). If better speeds are obtained with a "stand-alone" configuration:

    This indicates that there may be an issue with the equipment that was removed. We strongly recommend troubleshooting with the hardware vendor for your router/firewall/switch. Otherwise, please continue with the below steps.
  8. Is your computer itself running abnormally slow? If so, chances are this is a PC related issue, and not with the service itself. Can you try testing with another computer?
  9. Try temporarily disabling any Security software and test for resolution again (see step 5).
  10. Please ensure you are not running any proxy or file sharing software. These can both impact your general line speed.
  11. Run a speedtest at http://speedtest.primus.ca – Your results should remain relatively consistent. Everybody’s line speed will differ, depending on many different variables. To determine what your "best" line speed should be, please contact our support department.

Cannot browse the Internet

If all of the lights on your modem/gateway are on, however you're still not able to access the Internet, please review the troubleshooting steps below. Make sure to try browsing again after each step, as any one of these may restore your service.

  1. Try a “power cycle” on your modem. This can be done by unplugging it, leaving off for 1 minute, and then plugging it back in.
  2. Reboot / restart your computer
  3. If you are using a router/firewall/switch, please test with a "stand-alone" setup. This is done by connecting a single computer directly to your modem.
  4. Try resetting your modem. This can be done by holding the Reset button for at least 11 seconds and then releasing it.
  5. Can you ping any web resources? Attempt to ping primus.ca and google.com
  6. If you have any firewall/security software installed, try temporarily disabling this.
  7. Ensure you are not behind a proxy server.

If you require further assistance, please log on to E-Care and submit a Support Request (Support Ticket) to our Technical Support team. Your issue will be reviewed as soon as possible.

“Online” or “Internet” light is red or off on modem/gateway

  1. Double-check the connection from your computer to the Modem LAN Port
    • Ensure that both ends of the Ethernet cable are securely attached by unplugging and then re-connecting each end, ensuring that the connector clicks and locks into place when inserted
    • Try using a different Ethernet cable to connect your PC to the LAN port of the Modem
  2. Confirm proper functioning of the computer's Network Adapter and Networking Properties
    • Ensure that the network adapter is enabled
    • Ensure that the network adapter is set to obtain an IP address automatically
    • What is your computer obtaining as an IP address from the Modem?
      • 169.254.x.x | Media Disconnected | Nothing
        • Check the network cable and connections.
        • Try using a different computer if possible.
        • Try connecting this computer to a different device (ISP modem, router etc) to see if it will obtain an IP from the other device.
        • Un-install & re-install the driver for your network adapter.
      • 192.168.0.1 (wireless modem) 216.181.x.x (wired modem)
        • This means that your computer is establishing a connection to the modem but cannot use the internet
        • Reset your browser to default settings.
        • Temporarily disable security software.
        • Try another browser or application.
  3. Perform a long power-cycle on all of your devices
    • Turn off / disconnect the power to all of your devices (including the computer) for at least 2 full minutes
    • Reconnect the power to your modem
    • Wait 30 seconds or until the modem has completed its power-up sequence
    • Identify the device connected to the modem's LAN connection and power it up Wait until this device is powered up and continue powering up your other devices in the same manner until the PC is back up and running
  4. Reset TCP/IP for a Windows PC with netsh int ip reset

As always, please don't hesitate to contact our technical support team at 1-800-370-0015 if you require assistance.

Before contacting technical support for Cable

General Checklist

To ensure the quickest possible resolution please check the following items:

  • Is your modem/gateway connected as outlined in the Modem/Gateway and Hardware Install Guides?
  • Is the cable connecting your modem/gateway to your computer secure at both ends?
  • Ensure that the computer is powered on.

Specific Situations

The following items are to help you with troubleshooting some common situations.

DS or US lights: Flashing or Off
This means that your modem/gateway isn't getting signal over the coaxial cable. We often find that the problem is resolved by double checking the setup.

Try the following:

Online light: Off
Assuming that the other indicators on your modem/gateway (covered above) aren't exhibiting any problems, the Online light failing to illuminate may mean that there is a problem with the modem configuration or the service has not been activated.

Try the following:

  • Try a “power cycle” on your modem/gateway. This can be done by unplugging it, leaving off for 1 minute, then plugging back in.
  • Try resetting your modem/gateway. This can be done by holding the Reset button for at least 11 seconds and then releasing it.

Link light: Off
The connection cannot be established between the modem/gateway and your computer.

Try the following:

  • Ensure that the ends of the Ethernet cable are securely attached to the modem/gateway and your computer.
  • Try a different Ethernet cable if one is available
  • Check for additional Ethernet ports on your computer. If you have more than one please try connecting the Ethernet cable to (one of) the other port(s).
  • If another computer is available, try connecting the modem/gateway to the other computer.

If after following these instructions the connection still cannot be established, please log on to E-Care and submit a Support Request (Support Ticket) to our Technical Support team. Your issue will be reviewed as soon as possible.

Technical Support Network Utility Test Tool (For Windows)

Details for Network Utility

PropertyValue
NameNetwork Utility
DescriptionTool that perform a series of test like: Netstat, Ping, Traceroute, IP Config and open it in a notepad to diagnose network problems.
FilenameNetworkUtility.exe
Filesize23.5 kB
Filetypeexe (Mime Type: application/x-executable)
Download

Technical Support Network Utility Test Tool for OS X (For Apple computers)

Details for Network Utility for OS X

PropertyValue
NameNetwork Utility for OS X
DescriptionTool that perform a series of test like: Netstat, Ping, Traceroute, IP Config and open it in a notepad to diagnose network problems.
FilenamePrimusNetworkUtility.dmg
Filesize400.05 kB
Filetypedmg (Mime Type: application/octet-stream)
Download

Using your personal web space

Overview

Primus DSL customers have access to 20MB of personal webspace. This document provides the settings and steps necessary to upload and view your site.

Accessing your Web-Space: Settings

Uploading:
You must use an FTP client to upload your site into your webspace. A step-by-step example is shown below, this section simply provides you with the settings that will be required to upload your site.

FTP Client Settings

  • FTP Host: home.primus.ca
    (Note: magma.ca accounts should use www.magma.ca instead)
  • Username: the main primus.ca email address on your account. The full address is required.
  • Password: As set for the username.

Required Items:

  1. You must create a folder called public_html in your webhosting root folder (where you end up when first logged in to the FTP)
  2. All of the content for your site must be placed in the public_html folder.
  3. The first page of your website must be located in the public_html folder (cannot be in a sub-directory). The page must be called index.html

Viewing:
The address to view your site will depend on the domain or realm for your email address or username. Most customers will be using an @primus.ca or @ magma.ca address. Please consult the list below to determine the format required to view your website.

As an example, if your email / username to upload your website were johndoe@primus.ca, the address to view your site would be http://home.primus.ca/~johndoe

DomainURL
primus.cahttp://home.primus.ca/~username
magma.cahttp://magma.ca/~username
ican.nethttp://home.ican.net/~username
accglobal.nethttp://home.accglobal.net/~username
infinity.nethttp://web.infinity.net/~username
iprimus.cahttp://home.iprimus.ca/~username
globalserve.nethttp://globalserve.net/~username
interlynx.nethttp://interlynx..net/~username
shore.nethttp://www.shore.net/~username
myprimus.comhttp://home.myprimus.com/~username
dsdial.nethttp://www.dsdial.net/~username
kreative.nethttp://www.kreative.net/~username
isterrausa.comhttp://home.isterrausa.com/~username
interlynx.nethttp://home.interlynx.net/~username
primushost.comhttp://www.primushost.com/~username
eol.cahttp://home.eol.ca/~username
passport.cahttp://www.passport.ca/~username