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First-time plug-in: Possible issues when setting up your equipment.

Having some trouble? Don't worry, we can help.


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Step one - Make sure the following two steps are complete.


  • You received an email from us confirming your activation OR it has been at least 1 hour since the technician left after activating your home’s line.
  • Your modem and router are connected correctly.


Step two - Check the lights on your modem.


After allowing 10 minutes for the equipment to boot up, the light pattern on the modem (black box) will help us identify any issues.


Your modem may differ from the one in the picture but will function the same way.


The correct light patterns to indicate the modem is receiving a signal are as follows.






DS light flashing.




If the 2nd light on the modem (right next to the power light) is flashing, the modem is not receiving signal from the home’s main coax line.



My modem has this light pattern. What do I do?


● Check to see if a coaxial line is sticking out of the wall in your home’s utility room next to the electrical panel. This is the home’s main line.


● Does your home have multiple coax outlets? If so, when connected to the correct one, the first 4 lights on the modem should turn on within 10 minutes.


● If none of the coax outlets in your home are working, an escalation will be needed for an appropriate technician to come to your home.


Contact our Customer Care team with 3 dates of availability + preferred time of day for each (AM, PM, or EVE) and the best phone number for the technician to reach you at.



DS & US light flashing.




If the 2nd and 3rd lights on the modem are flashing in unison, this means the modem is not assigned to your Cogeco account.


My modem has this light pattern. What do I do?


● This is a simple fix! Contact our Customer Care team with a photo of the serial number located on the back of your modem. Our team will contact the network provider to correct the serial number for your account.


Step three - Need help setting up the network.


If your modem has all the lights turned on, you should be all good to go to set up your router’s network.


  • To set up the network on your Plume SuperPod, you will need the free Plume Home app downloaded on your device. The app will guide you in detail once you tap “Create Account” and follow the instructions to accept the terms of use. 
  • You will need to use the email address associated with yourCogeco  account (Note: this username and password are only for logging into the app, which is not the same as your network name and Wi-Fi password)
  • If your modem has the correct light pattern and your pod is properly plugged in, but you are not able to set up a network, it may be due to one of the following reasons, contact our support team as they may be able to set it up for you.



I am using a personal router.

For those that opt not to use one of the Cogeco-provided routers, we would advise following the instruction guide of your personal router for the set-up process. 


If the router is still unable to get online it could be due to one of the following reasons:

  • The router may be a modem-router hybrid which will not work with the Cogeco modem 
  • The personal router may be defective. To test this, we recommend trying to set up the Cogecoo-provided router to be sure as a method of ruling this out


In any case, you can still contact our support team so they can guide you through some basic troubleshooting steps.


Updated on: 27/08/2025