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“Online” or “Internet” light is red or off on modem/gatewayĭouble-check the connection from your computer to the Modem LAN Port Your issue will be reviewed as soon as possible. If you require further assistance, please log on to MyPrimus and submit a Support Request (Support Ticket) to our Technical Support team.
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If you have any firewall/security software installed, try temporarily disabling this.Can you ping any web resources? Attempt to ping primus.ca and.This can be done by holding the Reset button for at least 11 seconds and then releasing it. This is done by connecting a single computer directly to your modem. If you are using a router/firewall/switch, please test with a "stand-alone" setup.This can be done by unplugging it, leaving off for 1 minute, and then plugging it back in. Make sure to try browsing again after each step, as any one of these may restore your service. 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. To determine what your "best" line speed should be, please contact our support department. Everybody’s line speed will differ, depending on many different variables. Run a speedtest at – Your results should remain relatively consistent.These can both impact your general line speed. Please ensure you are not running any proxy or file sharing software.Try temporarily disabling any Security software and test for resolution again (see step 5).Can you try testing with another computer?
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If at any time you need assistance, please call our friendly staff toll free at 1-80. Speed degradation can be caused by varying factors, so complete and thorough troubleshooting is required for resolution.
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Please review these troubleshooting steps if you experience slower than expected download and/or upload speeds on your line. Are you using the provided hardware and cabling? Verify the modem/gateway and cables in use.Even if you have more than one coax outlet, they may not all be active. Ensure that your modem/gateway is plugged into the outlet it was installed on.Ensure that the coaxial cable is securely connected to both the modem/gateway and the wall outlet.This can be done by unplugging it, leaving off for 1 minute, then plugging back in. Try a “power cycle” on your modem/gateway. Ensure your modem/gateway is plugged in, and powered on.If your modem/gateway does not have sync: 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. Loss of sync occurs when your modem/gateway's "DS" or "US" lights are either off or constantly flashing. Troubleshooting "US" or "DS" light is blinking or off on modem/gateway