Question 1

Can I configure static IP addresses for my devices on your routers?

Accepted Answer

Follow this guide if you need specific network configuration help.

Any device connected to the Internet has an IP Address. An IP address is a numerical label assigned to each device to help identify its location within the network.

IPV4 and IPV6 Protocols

Cogeco is currently using two protocols to assign IP addresses: IPv4 and IPv6.

IPv4 is the most widely used Internet protocol. It uses 32-bit addresses, allowing for a total of 4.3 billion addresses. With the growth of the Internet, the pool of available IPv4 addresses has run out.
IPv6 is being deployed to fulfill this need as it uses 128-bit addresses in order to provide approximately 340.3 undecillion IP addresses

Dynamic and static IP addresses

Cogeco uses a cable modem technology that works with a DHCP server. The server assigns residential customers a dynamic IPv4 and IPv6 address that changes periodically. Cogeco also supports the allocation of multiple IPv6 addresses through a process called Prefix Delegation.

Finding your IP address

You can find your IP address at any time on websites such as whatismyv6.com. Good to know: If you use a router, this procedure will provide you with the IP address of the router, not the device used to access the Internet.

Changing your IP address

Residential customers Cogeco cannot change their IP address. Residential IP addresses are dynamic, so they automatically change without notice. This is normal and does not affect your Int

Question 2

Resolve a concern

Accepted Answer

Resolve a concern

Your views are important to us and we value feedback on our products and services. If have you an unresolved concern or issue, please contact us.

Question 3

What modems and routers do you use?

Accepted Answer

Here is the list of equipment we currently use:

Arris TM822G Modem
C Sercomm DM1000 Modem
CBN CD8000 Modem
AC3000 Plume SuperPods

All new Cogeco clients receive one Plume SuperPod.

You can always use your own router. Visit the following page for additional information.

Plume SuperPod

The first Plume SuperPod is provided to you free of charge with new subscriptions.

Estimated coverage: 1500 square feet.
You can add up to 2 additional Plume SuperPods to extend your network even further. Rental fees apply.

Question 4

How can I open or redirect TCP or UDP ports on your routers?

Accepted Answer

To open or redirect TCP and UDP ports on the routers provided by us, follow this handy guide.

||| This procedure is meant for advanced users! Only manipulate these ports if you have a need for them. The incorrect usage of TCP and UDP ports can cause security breaches in your system. Do note that some troubleshooting solutions when it comes to connection problems require our agents to reset your router which can reset these configurations.

Please note that TCP/UDP ports 80 and 443 are exclusively reserved for Cogeco and must never be redirected or closed.

Before you begin, make note of the port numbers and protocols the service needs and reserve an IP for the local device.

Go to Settings and tap on Network
Scroll down and tap on the “IP reservations” button.
Select the device you want to apply the port forwarding rule to.
---------If you do not see any devices listed, reserve an IP for your device(s) first.
Enter in a Port name for the rule, External port, and Internal port numbers, and choose the Protocol, which in this case would be TCP or UDP
---------If you only need to open the port, use the same port number for the internal port as you did for the external port.
---------Using port ranges is not currently supported by the Home app. Individual rules are needed for each port you need to forward.Tap on “Add” to save the rule, which will be shown in the list of Port assignments for the device.
If you need to set more forwarding rules for that dev

Question 5

What are the accepted payment methods?

Accepted Answer

Credit card payments are accepted.

Services are billed in advance every month. All indicated fees must be paid upon receiving your invoice using a credit card methods.

| To guarantee that all equipment will be sent back to us at the end of a customer’s subscription, it is mandatory to have a credit card associated to all Cogeco accounts (as per our Terms and Conditions).

All payments must be made within the 21 days of an invoice’s creation to avoid interest fees or cancellation of services.

| Visa and Mastercard are accepted.

|| Prepaid credit cards from banks, and also those prepaid bought in stores or online are not accepted.

Don’t forget there is a treatment delay of up to 7 business days following the day of your payment. Make your payments on time by planning ahead. An automated confirmation message is sent to you when payment is received from our side.

Some Visa Debit cards ( issued by a Canadian financial institution) may function. We cannot guarantee they will.

Your first payment will be made by credit card when you sign up for your services online. This amount will be applied as a credit to your first invoice, which is generated on your activation day.

Question 6

How to manage my Client Portal password.

Accepted Answer

Here's how you can manage your Cogeco Client Portal password:

|| Resetting Your Password

If you've forgotten your password or just want to change it, simply follow these steps:

Go to the Client Portal login page.
Click on the "Forgot your username or password?" link below the login button.
Enter the email address associated with your Cogeco account and follow the on-screen instructions.

We'll send a verification code to your email. Be sure to check your spam or junk folder if you don't receive it within 10 minutes.

|| Changing Your Email Address

If you'd like to use a new email address for your account, please contact our customer service team. We'll be happy to help you update your information. We'll then send a new Client Portal activation link to your updated email address to confirm the change.

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