Support & Troubleshooting

First, check whether the problem is affecting one device or all devices in your home.

• If only one device is affected, reboot that device and make sure Wi-Fi is turned on.
• If all devices are affected, check your MOPC equipment to make sure it has power and that cables are securely connected.
• Check whether there has been a recent power outage.
• Safely reboot your MOPC equipment (unplug the power cord, wait a full 30 seconds, and plug it back in).
• If service does not return after rebooting the equipment, contact MOPC Network Support.

Being connected to Wi-Fi does not necessarily mean the device has access to the internet.

Try the following:

1. Turn Wi-Fi off and back on.
2. Disconnect and reconnect to your Wi-Fi network.
3. Reboot the device.
4. Check another device in your home.
5. If other devices also have no internet, reboot your MOPC equipment.
6. If the problem continues, contact MOPC Network Support.

Check MOPC Network's available communication channels for current outage information, including any notices provided by MOPC.

If there is no outage notice and your service is not working, contact MOPC Network Support so the issue can be investigated.

A few simple checks can help determine this:

Only one device is affected: The problem is likely with that device.

All devices are affected: Check your MOPC equipment and reboot it.

Your neighbours are also experiencing an outage: There may be a network outage or service interruption in the area.

Your MOPC Network equipment has no power: Check the power supply and your home's electrical service.

Equipment is powered but service remains unavailable: Contact MOPC Network Support.

MOPC Network may need to remotely check your connection to determine whether the issue is with your equipment, connection, or the wider network.

A reboot can resolve many temporary connection issues.

To reboot your equipment:

1. Locate the equipment and power supply.
2. Disconnect the power from the equipment.
3. Wait approximately 60 seconds.
4. Reconnect the power.
5. Allow the equipment time to fully reboot and reconnect to the network. This may take several minutes.
6. Once the equipment has rebooted, test your internet connection.

• Nokia front light should be blue*

If other devices in your home are connected to the internet, the MOPC Network service is likely working.

Try:

• Rebooting the affected device.
• Turning Wi-Fi off and back on.
• Forgetting the Wi-Fi network and reconnecting.
• Checking that the device is connected to the correct Wi-Fi network.
• Moving closer to the router/access point if the device has a weak Wi-Fi signal.
• Testing another website or application.

If the problem continues only that device, the issue may be related to the device itself rather than your MOPC Network service.

First, check that your MOPC Network equipment has power.

Then:

1. Reboot equipment.
2. Wait several minutes for the equipment to fully reboot.
3. Check the Wi-Fi settings on your device.
4. Make sure Wi-Fi is turned on.
5. Look again for your network name.

If the Wi-Fi network still does not appear on multiple devices, contact MOPC Network Support.

Intermittent service can be difficult to diagnose, so keeping a record can help MOPC Network identify the cause.

Date and time the connection drops.

• How long the interruption lasts.
• Whether all devices or only one device are affected.
• Whether the Wi-Fi network disappears or remains connected without internet.
• Whether the equipment appears to lose power or reboot.
• Whether there was bad weather or a power interruption around the same time.
• Whether rebooting the equipment temporarily resolves the problem.

If possible, record several occurrences before contacting MOPC Network. This information can help Support investigate the connection more effectively.

After a power outage, MOPC Network equipment may need to reboot and reconnect to the network.

1. Confirm that power has been restored to your home.
2. Check that the MOPC equipment is receiving power.
3. Check that all necessary power connections are secure.
4. Safely reboot the equipment (unplug the power cord, wait 30 seconds, and plug it back in).
5. Allow several minutes for the equipment to reconnect.
6. Test your internet connection.

If your power has been restored but your internet does not return, contact MOPC Network Support.

If MOPC has confirmed an outage affecting your area:

• Leave your MOPC equipment powered on unless MOPC Network Support advises otherwise.
• Avoid repeatedly rebooting the equipment.
• Check MOPC Network's outage updates for information as it becomes available.
• If possible, use mobile data for urgent internet needs.
• Once the outage is resolved, allow your equipment several minutes to reconnect.

If your service does not return after the outage has been officially resolved, allow your equipment several minutes to reconnect and perform a 30-second power cycle. If service remains down, contact MOPC Network Support at 1-833-727-2256.

Yes. If MOPC has announced that an outage has been resolved but your service is still unavailable, contact MOPC Network Support.

Please let Support know:

• Your name/account information.
• Your service address.
• If you're a fibre or wireless customer
• That you are still without service following the outage.
• Whether all devices are affected.
• Whether you have rebooted your MOPC Network equipment.

This allows MOPC Network to determine whether your connection requires additional troubleshooting or individual attention.

Having the following information available can help MOPC Network troubleshoot your issue more quickly:

• Name on the account
• Service address
• Best contact phone number
• If you are a fibre or wireless customer
• Description of the problem
• When the problem started
• Whether the problem is constant or intermittent
• Whether one or all devices are affected
• Whether your Wi-Fi network is visible
• Whether your MOPC Network equipment has power
• Whether you have already rebooted the equipment
• Any equipment lights/status indicators you have noticed
• Whether there was a recent power outage
• Any error messages displayed on your device
• Any troubleshooting steps you have already tried

MOPC Network Support line SHOULD complete basic troubleshooting steps with you over the phone.

If you have a different provider, please contact them for any billing or technical inquiries.

TNC 1-866-790-6950

NNC 1-902-897-0363

MOPC Network – Speed & Wi-Fi Coverage

Internet performance can vary for several reasons, including:

• Wi-Fi signal strength
• The device being used
• The number of devices using the connection
• Background downloads or updates
• Network congestion
• The website or service you are accessing
• Your device's capabilities
• A possible issue with your MOPC connection

First, try testing another device and running a speed test. If speeds are consistently lower than expected, contact MOPC Network Support.

For the most useful results:

1. Connect a computer directly to your Nokia using an Ethernet cable, if possible.
2. Close streaming services, downloads, games, and other applications.
3. Make sure other people/devices in the home are not heavily using the internet during the test.
4. Run the speed test using the testing method recommended by MOPC Network.
5. Record the download speed, upload speed, latency, date, and time.
6. If possible, run more than one test at different times.

If you are testing over Wi-Fi, note that as well. Wi-Fi results can be lower than the actual speed being delivered to your home.

Your internet plan speed represents the service delivered to your connection. Wi-Fi speed is affected by many factors between your MOPC Network equipment and your device.

These can include:

• Distance from the router
• Walls, floors and other obstacles
• Interference from other wireless devices
• The device's Wi-Fi capabilities
• Wi-Fi congestion
• The number of connected devices
• Router placement

For the most accurate test of the connection itself, test using an Ethernet cable whenever possible.

Different devices can have different Wi-Fi capabilities and may connect using different wireless standards.

The slower device may be:

• Older
• Further away from the router
• Connected to a weaker Wi-Fi signal
• Running background applications or updates
• Limited by its hardware
• Experiencing a device-specific issue

Test the same location with another device. If one device is consistently slower while others perform normally, the issue may be specific to that device.

Try the following:

• Move closer to the Wi-Fi router.
• Place the router in a more central location.
• Keep the router elevated and in an open area.
• Avoid placing it inside cabinets or behind large objects.
• Keep it away from sources of interference where possible.
• Consider a mesh Wi-Fi solution or additional Nokia Beacon if your home has areas that are difficult to reach.

If you continue to have weak coverage, contact MOPC Network to discuss your options.

For the best overall coverage, place your router:

• In a relatively central location in your home.
• In an open area rather than inside a cabinet.
• Off the floor where practical.
• Away from large obstructions.
• Away from sources of potential wireless interference.

If your MOPC Network equipment must remain in a particular location because of how your service enters the home, additional Wi-Fi equipment may be an option for improving coverage.

Lag and buffering can be caused by several factors.

Possible causes include:

• Weak Wi-Fi signal
• Too many devices using the connection
• Large downloads or uploads running in the background
• Device limitations
• High latency
• Problems with the particular website, game or streaming service
• Wi-Fi interference
• A problem with your MOPC connection

Try testing the service on another device and, if possible, using an Ethernet connection.

For gaming and video calls, latency and connection stability can be just as important as download speed.

The speed available to your device may be limited by the equipment being used.

For example:

• Your computer or device may not support speeds above 1 Gbps.
• Your Ethernet port may have a speed limitation.
• Your network cable may not support the desired speed.
• Your router or network equipment may have a limitation.
• Wi-Fi generally will not deliver the same results as a direct wired connection.
• Other devices or network activity may be using bandwidth.

For plans up to 1 Gbps or 2.5 Gbps, a properly equipped device and compatible network hardware may be required to test the full available speed.

For troubleshooting your MOPC Network internet connection, Ethernet is preferred.

An Ethernet connection eliminates many variables associated with Wi-Fi and provides a more accurate indication of the speed reaching your equipment.

If you're testing Wi-Fi performance specifically, test over Wi-Fi and provide MOPC Network with:

• Your location in the home
• Distance from the router
• Device being used
• Download speed
• Upload speed
• Latency
• Date and time of the test

Best practice: If possible, perform both an Ethernet and Wi-Fi test.

Not necessarily.

An additional Nokia Beacon or mesh Wi-Fi equipment may be useful if you have:

• Dead zones
• Weak Wi-Fi in certain rooms
• A large or multi-level home
• Areas that are far from your main Wi-Fi equipment
• Thick walls or other obstacles affecting the signal

If your internet works well near the router but becomes unreliable farther away, the issue may be Wi-Fi coverage rather than your MOPC internet connection.

MOPC can help determine whether additional Wi-Fi equipment may be appropriate.

Some smart-home devices have specific Wi-Fi requirements and may have difficulty connecting if:

• The device is too far from the router.
• The Wi-Fi signal is weak.
• The device only supports certain Wi-Fi bands.
• The device requires a particular security setting.
• The device has difficulty during initial setup.
• The device's software or firmware needs updating.

Try moving the device closer to the router during setup and follow the manufacturer's connection instructions.

If other devices connect normally but one smart-home device does not, the issue may be specific to that device.

Yes. Connected devices can use bandwidth even when you aren't actively using them. Examples include:

• Video streaming
• Gaming
• Software updates
• Cloud backups
• Security cameras
• Large downloads
• Multiple people streaming or video calling at the same time

If your internet seems slow, check what devices are connected and whether large downloads or uploads are running.

Download speed

How quickly information can be received from the internet. It affects activities such as streaming, browsing, downloading files and receiving content.

Upload speed

How quickly information can be sent to the internet. It is important for video calls, uploading files, cloud backups, sending large files and some security-camera applications.

Latency

The amount of time it takes for data to travel between your device and the destination. Lower latency generally means a more responsive connection, which is particularly important for activities such as gaming and interactive video calls.

A fast download speed does not necessarily mean every online activity will perform perfectly if there is a Wi-Fi, device, latency, or service-specific issue.

MOPC Network can help determine whether your internet connection is working properly, but MOPC Network cannot troubleshoot or configure third-party VPNs, employer systems, games, or applications.

First:

1. Confirm that other websites and services work.
2. Test another device if available.
3. Reboot your device.
4. Reboot your MOPC Network equipment if you are experiencing broader connectivity problems.
5. Check whether the VPN/game/application is reporting an outage.
6. Contact your employer's IT department, the application's support team, or the game provider if the MOPC Network connection is working normally.

If other internet services are also unavailable, contact MOPC Network Support so we can troubleshoot your internet connection.

Internet connection: The service MOPC delivers to the customer's home/equipment.

Wi-Fi: The wireless connection between the customer's device and their Wi-Fi equipment.

Equipment and the Nokia WiFi app

Your Wi-Fi name (SSID) and password are provided when your MOPC Network service is installed.

If you have a Nokia WiFi system, you can also view your Wi-Fi information through the Nokia WiFi app, if your equipment and service support the app.

If you cannot find your Wi-Fi name or password, contact MOPC Network Support at 1-833-727-2256 and we can help.

If your MOPC equipment supports the Nokia WiFi app, you can change your Wi-Fi name or password directly through the app.

After changing your password, all devices currently connected to your Wi-Fi will need to reconnect using the new password.

If you need help making the change, contact MOPC Network Support at 1-833-727-2256.

On the device you want to connect:

Open the device's Wi-Fi settings.

Select your MOPC Wi-Fi network.

Enter your Wi-Fi password.

Select Connect.

If you recently changed your Wi-Fi password, you may need to select Forget This Network first and then reconnect using the new password.

If a device still will not connect, reboot the device and try again.

The Nokia WiFi app allows supported customers to manage their home Wi-Fi and connected devices.

To get started:

Download the Nokia WiFi app on your smartphone or tablet.

Open the app and follow the setup instructions.

Sign in or create your account when prompted.

Follow the instructions to connect the app to your MOPC Nokia equipment.

Your Nokia equipment must be powered on and connected to your MOPC service.

If you have trouble setting up the app, contact MOPC Network Support at 1-833-727-2256.

Try these steps:

Make sure your phone is connected to your MOPC Wi-Fi network.

Make sure your Nokia equipment is powered on.

Close and reopen the Nokia WiFi app.

Check that you are using the correct login information.

Reboot your phone and try again.

Make sure the Nokia WiFi app is updated.

If the app still cannot find your network, do not factory reset your equipment. Contact MOPC Network Support at 1-833-727-2256 so we can help determine what is happening.

A Nokia Beacon can help improve Wi-Fi coverage in areas where your main router does not provide a strong signal.

When choosing a location:

Place the Beacon between your main router and the area with poor Wi-Fi coverage.

Keep it in an open area rather than inside a cabinet or behind furniture.

Avoid placing it directly beside large appliances or other electronic equipment.

Do not place it at the very edge of your existing Wi-Fi coverage. The Beacon needs a good connection to the main equipment to provide good coverage.

If possible, place it higher up and in an open area.

Use the Nokia WiFi app, where supported, to help with Beacon setup and placement.

If you need assistance adding a Beacon, contact MOPC Network Support.

First, check that the Beacon is plugged in and receiving power.

Then:

Make sure the Beacon is within a reasonable range of your main Nokia equipment.

Check that the power cable is securely connected.

Unplug the power cord from the Beacon.

Wait about 30 seconds.

Plug it back in and allow several minutes for it to reconnect.

If the Beacon remains offline, check the Nokia WiFi app for its status, if supported.

Do not factory reset the Beacon unless MOPC Network Support instructs you to do so.

If it still will not reconnect, contact 1-833-727-2256.

The lights on Nokia equipment provide information about the equipment's power and connection status.

In general:

Blue/White Normal/steady light: The equipment is operating normally.

Flashing light: The equipment may be starting up, connecting or communicating with another device.

Red or warning light: There may be a connection or equipment issue.

No light: Check that the equipment is plugged in and receiving power.

The exact meaning of a light can vary depending on the Nokia equipment model installed at your home.

If you are experiencing an internet outage or the equipment shows an unexpected light, contact MOPC Network Support at 1-833-727-2256. Our support team can help identify the equipment and determine what the light indicates.

Your MOPC equipment can include several different devices. Each one has a different job.

Fibre box / ONTThis is the equipment that connects your home to the MOPC fibre network. It brings the fibre connection into your home and passes the internet connection to your router.

RouterYour router manages your home's internet connection and creates your Wi-Fi network. Your phones, computers, TVs and other devices connect to it.

Nokia BeaconA Beacon extends your Wi-Fi coverage to help provide a stronger connection in other areas of your home.

Wireless receiverFirstHome Wireless customers use a wireless receiver to connect their home to the MOPC wireless network. The receiver communicates with the MOPC network and provides the connection to your home equipment.

If your MOPC Nokia equipment and service support these features, you may be able to manage your Wi-Fi through the Nokia WiFi app.

Depending on your equipment and software version, available features may include:

Creating a guest Wi-Fi network

Viewing connected devices

Managing or pausing devices

Viewing your Wi-Fi network information

Managing Nokia Beacons

Features can vary depending on your MOPC equipment and current Nokia software.

If you do not see a particular feature in the app, contact MOPC Network Support at 1-833-727-2256.

You may be able to use your own router with MOPC service. However, compatibility and configuration requirements can vary depending on your equipment and service.

If you choose to use your own router:

You are responsible for configuring and maintaining your own router.

MOPC may be limited in the troubleshooting we can provide for third-party equipment.

Wi-Fi coverage, performance and settings controlled by your personal router are your responsibility.

Before replacing or changing your MOPC equipment, contact MOPC Network Support at 1-833-727-2256.

We can help determine what needs to remain connected and what configuration is required.

Rebooting your equipment simply turns it off and back on. It does not normally erase your settings and is a common troubleshooting step.

To reboot equipment, unplug it, wait approximately 30 seconds, and plug it back in.

Factory resetting is very different. A factory reset returns the equipment to its original settings and can remove customized Wi-Fi settings and other configuration information.

Do not factory reset your MOPC equipment unless MOPC Network Support specifically asks you to.

A factory reset can make troubleshooting more difficult and may require the equipment to be reconfigured.

If MOPC equipment is damaged, unusually hot, making an unusual noise, smells like it is burning, or will not power on:

Do not open the equipment.

Do not attempt to repair it yourself.

If it appears unsafe, unplug it only if it is safe to do so.

Contact MOPC Network Support at 1-833-727-2256.

Please tell us which equipment is affected and describe what happened. If the equipment is physically damaged, photos can also be helpful when reporting the issue.

For safety, never continue using equipment that appears damaged or presents a fire or electrical hazard.

Please contact MOPC Network before moving, disconnecting or modifying installed network equipment or cabling.

This includes:

Fibre equipment

Wireless receivers

Nokia routers

Nokia Beacons

Fibre or Ethernet cabling

Wall-mounted equipment

Outdoor equipment or cables

Moving equipment or cabling without authorization can damage the equipment, interrupt your service or affect how the connection is installed.

If renovations require equipment to be moved, contact MOPC Network Support at 1-833-727-2256 before beginning the work. We can determine whether a technician is required and help ensure your service is protected.

Never cut, drill through, relocate or alter fibre or network cabling yourself.

FibreFirst and FirstHome Wireless

The easiest way to tell is by looking at the equipment installed at your home.

FibreFirst customers receive their internet service through a fibre-optic cable connected to an indoor fibre box (ONT).

FirstHome Wireless customers receive their internet service through an outdoor wireless receiver that communicates with the MOPC Network wireless network. The receiver connects to equipment inside your home.

If you are still unsure which service you have, contact MOPC Network Support at 1-833-727-2256 and we can confirm your service.

An ONT (Optical Network Terminal) is the equipment that connects your home to the MOPC fibre network.

It converts the fibre-optic signal into a connection that your home's network equipment can use.

Depending on your equipment model, the ONT may have several indicator lights showing things such as:

Power — whether the ONT is receiving power.

Fibre/Optical/PON — whether the ONT is connected to the MOPC fibre network.

Alarm/LOS — whether the ONT is detecting a problem with the fibre connection.

Ethernet/LAN — whether the ONT is communicating with your router or other network equipment.

The exact lights and their meanings can vary by equipment model.

If an Alarm or LOS light is red, flashing or otherwise unusual, contact MOPC Network Support at 1-833-727-2256 rather than changing the fibre connections yourself.

First, check that the equipment is plugged in and receiving power.

If the fibre box/ONT has an Alarm, LOS or other unusual light:

Do not unplug the fibre cable.

Check that the power cable is securely connected.

Reboot the equipment only if MOPC Network Support has advised you to do so.

Check whether other equipment in your home is also without internet.

Contact MOPC Network Support at 1-833-727-2256.

An alarm light can indicate an issue with the fibre connection that requires MOPC Network to investigate.

Do not remove, bend sharply or disconnect the fibre cable.

Once fibre has been installed at your home, there may be additional steps required before your service is ready to use.

MOPC Network will complete the required network activation and equipment configuration. Your technician may also confirm that your equipment is connected correctly and that your service is working.

If your installation has been completed but you still do not have internet service:

Make sure your equipment is powered on.

Check that your router is connected to the appropriate fibre equipment.

Allow some time for activation if your installation was just completed.

Contact MOPC Network Support at 1-833-727-2256 if you are still offline.

Please do not factory reset your equipment while waiting for activation.

If you notice a fibre or network cable outside your home that appears:

Damaged, Cut, Loose, hanging unusually low, Pulled away from the building, Damaged by a vehicle, tree or storm

please contact MOPC Network Support at 1-833-727-2256.

Do not attempt to repair, reconnect, cut or move the cable yourself.

If there is an immediate electrical hazard, stay away from the area and contact the appropriate emergency or utility service.

These are two different parts of your internet connection.

FirstHome Wireless is how your home connects to the MOPC Network. An outdoor wireless receiver communicates with the MOPC wireless network.

Your home Wi-Fi is the wireless network inside your home. Your router provides Wi-Fi to devices such as phones, computers, smart TVs and tablets.

Think of it this way:

MOPC Network → Outdoor Wireless Receiver → Indoor Equipment → Home Wi-Fi → Your Devices

A problem with your home Wi-Fi does not necessarily mean there is a problem with the FirstHome Wireless connection, and vice versa.

Your FirstHome Wireless outdoor receiver requires power from equipment inside your home.

If your internet is not working:

Locate the indoor power supply/PoE equipment connected to your wireless receiver.

Make sure it is plugged securely into a working electrical outlet.

Check that the power indicator is on, if your equipment has one.

Check that the network cables are securely connected.

If possible, test the electrical outlet with another device.

If the power supply appears damaged, is unusually hot, or is not working, do not attempt to repair it.

Contact MOPC Network Support at 1-833-727-2256 for assistance.

Yes. FirstHome Wireless relies on a wireless connection between your outdoor equipment and the MOPC Network.

Environmental or physical changes can affect that connection, including:

Severe weather

Heavy precipitation

New tree growth

Branches moving into the signal path

New buildings or structures

Changes to surrounding property

Damage or movement of outdoor equipment

MOPC Network monitors the network and will investigate service issues when they are reported.

Do not trim trees, move equipment or make changes to the outdoor installation yourself. Contact MOPC Network Support if you believe an obstruction or environmental change is affecting your service.

When reporting an intermittent connection, the more information you can provide, the easier it is for us to investigate.

Please let us know:

Your name and service address

When the problem started

How often the connection drops

Approximately how long each outage lasts

Whether all devices lose internet or only one device

Whether the connection comes back on its own

Whether the issue occurs at particular times of day

Whether there has been severe weather or a power outage

Whether you recently moved, added or changed any equipment

Any lights or messages you see on your equipment

If possible, keep a note of the dates and approximate times of the interruptions.

Contact MOPC Network Support at 1-833-727-2256 to report the issue.

No. Please do not move, adjust, disconnect or reconnect outdoor FirstHome Wireless equipment yourself.

The outdoor equipment is installed and aligned to communicate with the MOPC Network. Moving or adjusting it can affect your service and may damage the equipment or connection.

This includes:

Moving the outdoor receiver

Changing its angle or direction

Removing the mounting hardware

Disconnecting outdoor cables

Relocating the equipment during renovations

Attempting to realign the receiver

If you need the equipment moved or believe it has shifted, contact MOPC Network Support at 1-833-727-2256.

A technician can determine what needs to be done.

For most FirstHome Wireless customers, you can safely start with a few basic checks:

Check that your indoor MOPC equipment is plugged in.

Check that network cables are securely connected.

Reboot your indoor network equipment if instructed by MOPC Support.

Check whether the issue affects all your devices or only one.

Check whether your home has recently experienced a power outage.

Try connecting another device to determine whether the issue is limited to one device.

Do not:

Move the outdoor receiver.

Adjust its direction.

Disconnect outdoor cabling.

Factory reset MOPC equipment unless instructed.

Attempt to repair MOPC equipment yourself.

If basic troubleshooting does not restore your service, contact MOPC Network Support at 1-833-727-2256.

Yes. If FibreFirst becomes available at your property, you can contact MOPC Network to discuss moving from FirstHome Wireless to FibreFirst.

Fibre availability depends on whether your property is within an area that has been constructed and activated for fibre service.

When fibre becomes available, MOPC Network can review:

Fibre availability at your address

Available FibreFirst plans

Installation requirements

Your existing FirstHome Wireless service

Any equipment that needs to be replaced or returned

The timing of your transition

To find out whether fibre is available at your property, visit the MOPC Network availability checker or contact MOPC Network Support at 1-833-727-2256.

If you are already a FirstHome Wireless customer, please contact us before cancelling your existing service so we can help coordinate the transition.

StreamMSC TV

When your StreamMSC TV service is installed, your TiVo equipment will be connected to your TV and MOPC Network internet service.

To get started:

Turn on your TV and select the HDMI input connected to your TiVo equipment.

Turn on your TiVo device.

Follow the on-screen setup instructions.

Connect the TiVo equipment to your MOPC Network service when prompted.

Sign in to StreamMSC when requested.

If your equipment was installed by MOPC and you are having trouble getting started, contact MOPC Network Support at 1-833-727-2256.

If you are using a Smart TV or FireStick, you will have to download the app on that device through the playstore.

Use the StreamMSC login information provided when your TV service was activated.

If you cannot remember your password, use the available Forgot Password or password-recovery option on the StreamMSC sign-in screen.

If you cannot access your account or are unsure which email address is associated with your service, contact MOPC Network Support at 1-833-727-2256.

First, check the simple things:

Make sure the TV and TiVo equipment are powered on.

Check that the HDMI cable is securely connected at both ends.

Use your TV remote to select the correct HDMI input.

Make sure your TiVo equipment is receiving power.

Reboot the TiVo equipment and TV.

Check whether your other TVs or internet-connected devices are working.

If the TV still shows No Signal or a blank screen, contact MOPC Network Support at 1-833-727-2256.

Do not unplug or move network equipment unnecessarily while troubleshooting.

Buffering or freezing can sometimes be caused by an internet connection, Wi-Fi coverage or the TV equipment itself.

Try:

Reboot your TiVo equipment.

Reboot your TV.

Checking whether other devices in your home are also having internet problems.

If possible, checking whether the problem occurs on one channel/program or multiple channels.

Making sure your TiVo equipment has not been accidentally disconnected from the network.

If the problem continues, contact MOPC Network Support at 1-833-727-2256.

When contacting us, let us know whether the issue affects one TV or multiple TVs, and whether your internet service is also affected.

Start by checking:

Whether the problem occurs on one channel or all channels.

Whether the TV volume is turned up and muted audio is not enabled.

Whether the HDMI cable is securely connected.

Whether restarting the TV and TiVo equipment resolves the problem.

If the picture remains poor or the audio is missing or out of sync, contact MOPC Network Support at 1-833-727-2256.

If possible, tell us which channel or program is affected and whether the problem happens consistently or only occasionally.

First, replace the batteries with fresh batteries and make sure they are installed in the correct direction.

Then:

Point the remote toward the TiVo equipment.

Try the basic power, volume and navigation buttons.

If your remote uses Bluetooth or another wireless connection, follow the on-screen or TiVo pairing instructions to reconnect it.

If the remote still does not respond, contact MOPC Network Support at 1-833-727-2256 for assistance.

Voice search can help you find programs, channels and other available content.

To use it:

Press and hold the voice/microphone button on your remote.

Speak clearly toward the remote.

Release the button when you finish speaking.

Select the result you want.

Try using the program name, channel or actor's name.

If voice search is not responding, check the remote batteries and make sure the remote is properly paired with your TiVo equipment.

First, check whether the channel is included in your current StreamMSC TV package.

If other channels are working normally but one channel says you are not subscribed, the channel may not be included in your package.

If you believe you should have access:

Restart your TiVo equipment.

Check that your TV service is active.

Contact MOPC Network Support at 1-833-727-2256.

We can help determine whether the channel is included with your subscription and whether there is an account or service issue.

Your TiVo remote can be used to navigate the StreamMSC TV guide, search for programming and manage your favourite channels.

To open the TV Guide:

Press the Guide button on your TiVo remote.

Use the Arrow buttons to move through channels and upcoming programs.

Press OK/Select to choose a program and view available options.

To search for a program, movie or channel:

Press the Search button on your TiVo remote, if available.

Use the Arrow buttons and OK/Select to enter your search.

Select the program or channel you are looking for from the search results.

To add or manage Favourite channels:

Open the Guide.

Select the channel you would like to add to your favourites.

Follow the on-screen prompts to add the channel to your Favourites.

Once your favourites are set up, you can use them to quickly find the channels you watch most often.

You can also use the guide to see upcoming programming and check available recording options.

Where supported, Replay and Restart allow you to watch certain programming again or start a program from the beginning.

To use Replay or Restart:

Open the Guide using the Guide button on your TiVo remote.

Find and select the channel or program you want to watch.

If the channel and program support the feature, an option for Replay or Restart will appear on screen.

Select Replay to watch available programming again or restart to begin the program from the beginning.

Follow the on-screen prompts to start watching.

Why aren't Replay or Restart available for every program?

Availability can vary depending on:

The channel

The program

The network or broadcaster

Licensing or content restrictions

How the program was delivered

Not every program will have Replay or Restart available.

If a program you expected to be available cannot be replayed or restarted, this may be due to a content or licensing restriction rather than a problem with your TiVo equipment or StreamMSC TV service.

Your TiVo DVR allows you to record eligible programming for later viewing.

You can generally schedule a recording through the TV guide by selecting the program and choosing the recording option.

To find your recordings, open the My Shows/Recordings section on your TiVo.

If your DVR is full, you may need to delete programs you have already watched.

Before deleting a recording, make sure you no longer need it. Once a recording is deleted, it may not be recoverable.

A recording can fail for several reasons, including:

The program schedule changed.

The channel was unavailable.

The recording conflicted with another scheduled recording.

There was an equipment or connection problem.

The recording was automatically deleted because of available DVR space.

The program was subject to content or licensing restrictions.

If recordings are repeatedly failing, contact MOPC Network Support at 1-833-727-2256 and provide the program name, channel and approximate date and time.

Your StreamMSC TV service may have a limit on the number of devices that can stream at the same time.

If you receive a message that the stream limit has been reached:

Check other TVs, phones, tablets or streaming devices in your household.

Stop any streams that are no longer being watched.

Close the StreamMSC app on devices that are no longer in use.

Try starting your program again.

If you cannot identify the devices using your streams, contact MOPC Network Support at 1-833-727-2256.

If your StreamMSC subscription supports out-of-home viewing, you may be able to watch eligible content using a supported device and the StreamMSC app.

Availability can depend on:

The device you are using

Your StreamMSC subscription

The program or channel

Location and content rights

Sign in to the StreamMSC app using your StreamMSC account and follow the available instructions.

Supported devices can include compatible smart TVs, streaming devices, smartphones, tablets and other supported equipment. Please note that Roku devices do not currently work with the StreamMSC TV app.

To install the StreamMSC app:

Open your device's app store.

Search for StreamMSC.

Install the official app.

Open the app and sign in.

Keep the app updated to the latest version available for your device.

Because device compatibility can change, contact MOPC Network Support if you are unsure whether your particular device is supported.

Streaming services such as Netflix, Prime Video and other third-party services are separate from your MOPC StreamMSC TV subscription, unless specifically stated otherwise.

You may be able to access these services through your TiVo equipment, but you must use your own account and subscription with the applicable provider.

MOPC Network does not manage your third-party streaming subscriptions, passwords, billing or content availability.

For questions about a Netflix, Prime Video or other third-party account, contact that service directly.

Home Phone

Check the following:

Make sure your phone handset is powered on, if applicable.

Check that the phone cable is securely connected.

Make sure your MOPC phone equipment is plugged in and receiving power.

Try another handset or phone, if available.

Reboot the MOPC phone equipment if instructed by MOPC Support.

If you still have no dial tone, contact MOPC Network Support at 1-833-727-2256.

If you can make calls but cannot receive them, or you can receive calls but cannot make them:

Check that your handset is connected properly.

Reboot the phone equipment.

Try another handset if available.

Check whether the problem affects all incoming or outgoing calls.

If the problem continues, contact MOPC Network Support at 1-833-727-2256 and tell us whether you can make calls, receive calls, or neither.

If you are experiencing dropped calls, crackling, delays or one-way audio:

Check that your phone equipment is powered on.

Check all phone and network connections.

Reboot the MOPC phone equipment.

Try another handset if available.

Note whether the problem affects every call or only certain numbers.

If the issue continues, contact 1-833-727-2256 and provide the approximate time the problem occurred.

Connect your compatible telephone handset to the phone port on the MOPC phone equipment using the appropriate telephone cable.

If you are using a wireless phone system, the main base station should be connected to the MOPC phone equipment. Additional handsets can then connect to the wireless phone base according to the manufacturer's instructions.

If you are unsure where your handset should be connected, contact MOPC Network Support at 1-833-727-2256 before changing the connections.

MOPC Home Phone voicemail can be accessed by dialing *86 from your MOPC Home Phone.

Follow the voice prompts to access your messages and manage your voicemail.

If you have forgotten your voicemail passcode or are unable to access your mailbox, contact MOPC Network Support at 1-833-727-2256 for assistance.

Available calling features depend on your MOPC Home Phone service.

If your plan includes features such as caller display, call waiting or call forwarding, instructions for using them will be provided with your service or can be obtained from MOPC Network Support.

If you are unsure which features are included with your plan, contact 1-833-727-2256.

If you requested to transfer your existing phone number to MOPC, the transfer may take some time to complete.

Do not cancel your previous phone service before the number transfer is complete. Cancelling the old service too early can interfere with the transfer.

If your transfer is taking longer than expected, contact MOPC Network Support at 1-833-727-2256.

Have your existing phone number and information about your previous provider available when contacting us.

A call may not connect because of:

The number being dialled incorrectly.

Calling restrictions on the number or destination.

The destination being unavailable.

A temporary network issue.

Your service not including the type of call you are trying to make.

If only one particular number will not connect, try calling another number to determine whether the issue is specific to that destination.

If you continue to have trouble, contact MOPC Network Support at 1-833-727-2256.

MOPC Home Phone service depends on the equipment and power at your home.

A power outage can interrupt Home Phone service, even if the telephone handset itself does not require electricity.

If your home loses power, your MOPC phone equipment may stop operating unless you have an appropriate backup power solution.

For this reason, customers who rely on their Home Phone for emergency calling should consider having an alternative means of communication or power available during a power outage.

MOPC Home Phone includes access to emergency calling services subject to the applicable service terms and limitations.

When you call 9-1-1, emergency services need to know where help is required.

It is important that the address associated with your Home Phone service is accurate and kept up to date.

If you have an emergency, call 9-1-1 directly.

Your service address is important for emergency calling.

If you move or your service address changes, contact MOPC Network Support at 1-833-727-2256 before using Home Phone service from the new location.

Do not assume that moving your telephone equipment automatically updates the address associated with emergency calling.

Compatibility can vary depending on the equipment and how it communicates with the telephone network.

If you rely on an alarm, medical alert system or fax machine, check with the equipment provider before switching your telephone service.

MOPC cannot guarantee that every third-party device will work with Home Phone service.

If the equipment is essential for your safety or security, maintain an appropriate backup option and confirm compatibility before making changes to your telephone service.

Account and billing

Existing MOPC customers can access the customer portal to manage their account and view billing information.

MOPC Customer Portal:Website Link

If you have forgotten your password, use the password-recovery option on the portal.

If you cannot access your account or need assistance, contact MOPC Network Support at 1-833-727-2256.

The customer portal allows you to access and manage certain account and billing information.

Some changes may require assistance from MOPC, including:

Changing or cancelling services

Certain account ownership changes

Equipment changes

Service transfers

Address changes

Issues involving billing or payments

If you are unsure whether you can make a change online, contact MOPC Network Support at 1-833-727-2256.

Keeping your contact information up to date helps MOPC communicate important service and billing information to you.

If your email address, phone number, mailing address or other account information changes, contact MOPC Network Support at 1-833-727-2256 or update the information through the customer portal where the option is available.

Please make sure we have a current phone number and email address on file.

If you would like another person to be able to discuss your account with MOPC, contact MOPC Network Support at 1-833-727-2256.

For privacy and security, MOPC may need authorization from the account holder before discussing account information with another person.

If you regularly have a family member, caregiver or another authorized person helping you manage your service, let MOPC know so the appropriate authorization can be recorded.

Your MOPC customer portal provides access to available billing information, including bills and payment history.

Log in through:

Website Link

If you need a copy of a bill or payment record that you cannot find online, contact MOPC Network Support at 1-833-727-2256.

MOPC offers several payment options. Available options may include visa, visa/debit, check, and payments through participating financial institutions.

Your available options may depend on how your account is set up.

If you need to update your payment information or automatic payment arrangement, contact MOPC Network Support at 1-833-727-2256 or use the customer portal where available.

Never send your full credit card number or banking information by email.

The monthly price shown for a service is not always the same as the amount on your first or individual bill.

Your bill may include:

Partial-month charges or credits.

Installation or activation charges.

Equipment charges.

TV or Home Phone add-ons.

Taxes.

Previous balances.

Credits or adjustments.

Other services added to your account.

If you do not understand a charge, contact MOPC Network Support at 1-833-727-2256 and we can review your account with you.

Billing begins according to the terms of your MOPC service and the date your service is activated.

Your bill will show the amount owing and the applicable payment due date.

Please review your bill each month and ensure payment is made by the due date.

If you are unsure about your due date or billing cycle, contact MOPC Network Support at 1-833-727-2256.

If a payment failed:

Check that your payment information is correct.

Confirm that sufficient funds or available credit were available.

Check whether your bank or payment provider declined the transaction.

Do not submit repeated payments if you are unsure whether the first payment was processed.

If you made a payment but it does not appear on your MOPC account, contact 1-833-727-2256 and provide the payment date and amount.

If you are having difficulty paying your bill, contact MOPC as soon as possible.

Do not wait until your service has been suspended.

Our team can review your account and explain the options available based on your circumstances.

Contact MOPC Network Support at 1-833-727-2256.

If your service has been suspended because of an overdue balance, contact MOPC Network Support at 1-833-727-2256.

We can review your account, explain the amount required and provide information about the steps needed to restore service.

If payment has already been made, let us know when and how the payment was submitted so we can check the account.

If you believe there is a billing error or you are requesting a refund or service credit, contact MOPC Network Support at 1-833-727-2256.

Please provide:

Your account information.

The date or billing period involved.

The charge you are questioning.

Details about the service issue, if applicable.

MOPC will review the account and determine whether an adjustment or credit applies under the applicable service terms.

Requests to change, add, or remove services can be made directly through the customer portal, or you can contact MOPC Network Support at 1-833-727-2256 to discuss your options.

This can include:

Changing your internet plan.

Adding or removing TV.

Adding or removing Home Phone.

Changing other services or options.

Asking about billing arrangements.

Some changes may require an updated agreement, equipment change or technician appointment.

If you receive an email, text or other message asking for your MOPC password, banking information, credit card number or other sensitive information, do not provide the information until you have confirmed the message is legitimate.

Do not click suspicious links or download unexpected attachments.

Instead, contact MOPC directly using a trusted contact method:

MOPC Network Support: 1-833-727-2256

You can also access the customer portal by entering the MOPC portal address directly into your browser rather than following an unexpected link.

Never provide your password, banking password or security codes to someone who contacts you unexpectedly.

Installation and service changes

On installation day, a MOPC Network technician will complete the work needed to connect your service and install or configure the required equipment.

Before your appointment:

Make sure an adult is home and available for the duration of the appointment.

Ensure the technician has safe and reasonable access to the areas where work or equipment installation is required.

Clear access to existing equipment, electrical outlets and areas where equipment may need to be installed.

If you rent your property, make sure you have permission from the property owner or landlord for the installation.

Keep pets secured during the appointment.

If you have specific placement requests for equipment, let the technician know when they arrive.

Installation requirements can vary depending on whether you are receiving FibreFirst or FirstHome Wireless service.

Activation times can vary depending on the type of service, the installation requirements and whether additional network work is required.

For a new installation, your technician will complete the physical installation and equipment setup. Your service may be activated during the appointment, or additional network configuration may be required afterward.

For existing properties where the required equipment is already installed, activation may be completed without a full installation appointment.

MOPC Network will let you know if additional work is required before your service can be activated.

Technician appointments are arranged through MOPC Network.

Our MOPC Network team will reach out to you for an installation date and time.

If you need change or confirm an appointment, contact MOPC Network Support at 1-833-727-2256.

If you need to reschedule, please contact us as soon as possible so we can update the appointment and determine the next available time.

Some service visits or work outside of your standard service may be subject to a charge.

If a charge may apply, MOPC Network will advise you before proceeding with chargeable work whenever reasonably possible.

Charges may apply in situations such as customer-requested work, equipment damage, unauthorized alterations, or other circumstances outlined in your service agreement or applicable policies.

If you are unsure whether a particular service visit could involve a charge, contact MOPC Network before requesting the work.

If you rent your home or business property, you are responsible for obtaining permission from the property owner or landlord before installation or other work that requires access to or alterations at the property.

You must also ensure that MOPC Network technicians have safe and reasonable access to the property when required.

If special access arrangements, gates, locked areas or other restrictions apply, please let us know when arranging your appointment.

MOPC Network provides the equipment required for your MOPC Network service, depending on the service you have selected.

Before the technician leaves, they will complete the installation and confirm that the equipment and service are operating as expected.

For internet service, this may include your MOPC Network equipment and Nokia equipment, depending on your installation.

For TV or Home Phone, the technician will also install or configure the applicable equipment and confirm that the service is working.

If you have questions about using your equipment, ask the technician during the appointment or contact MOPC Network Support at 1-833-727-2256.

Please do not remove, relocate, disconnect or modify MOPC Network equipment.

If there is MOPC equipment already installed at your new property, contact MOPC Network at 1-833-727-2256 before connecting or changing anything.

We can determine what equipment is installed, whether the address is serviceable and what steps are required to activate service in your name.

Contact MOPC Network Support at 1-833-727-2256 before moving so we can check service availability at your new address and determine what is required.

Your new location may require a new installation or additional equipment.

Your existing service does not automatically transfer to a new address. MOPC Network will help coordinate the move and advise you of any applicable installation requirements or charges.

MOPC Network equipment should remain at the service address unless MOPC Network has specifically instructed you otherwise.

Do not move or reconnect MOPC Network equipment at another property yourself.

If you are moving, contact MOPC Network at 1-833-727-2256. We can determine what equipment is required at your new address and arrange the appropriate service change.

This applies to internet equipment, TV equipment and Home Phone equipment.

MOPC Network offers seasonal service options for eligible customers who do not require their regular service during part of the year.

A seasonal pause temporarily changes or suspends your service according to the applicable Seasonal Service Policy.

Before requesting a seasonal pause, contact MOPC Network to confirm:

Whether your service is eligible.

The available seasonal options.

The applicable monthly rate.

The maximum pause period.

When regular service will resume.

Whether any equipment needs to remain connected.

When you are ready to return to regular service, contact MOPC Network to arrange reactivation.

Seasonal service terms and available options may vary by service type.

A seasonal pause can affect services that depend on your active MOPC connection.

Depending on the seasonal option selected, this may include:

Internet access.

StreamMSC TV.

MOPC Home Phone.

Wi-Fi-connected devices that rely on your MOPC internet service.

Features that require an active internet or phone connection.

Home Phone emergency calling is particularly important: if your Home Phone service is paused or inactive, 911/emergency calling through that MOPC Home Phone service will not be available during the pause.

Customers should not rely on a paused MOPC service for emergency communications.

If you use medical, security, monitoring or other equipment that depends on your MOPC internet or phone connection, confirm with the equipment provider how a seasonal pause will affect that equipment before pausing your service.

If you are switching between providers that use the MOPC Network, contact the new provider before cancelling your existing service.

Ask the new provider to confirm:

The installation or activation date.

Whether a technician visit is required.

Whether any existing equipment can remain in place.

Inform the losing provider that you are disconnecting with them within 30 days.

Do not disconnect or return MOPC Network equipment until you have received instructions from the appropriate provider.

To avoid an unexpected service interruption, coordinate the start of the new service with the cancellation of your existing service.

To cancel your MOPC service, contact MOPC Network Support at 1-833-727-2256.

We will confirm the cancellation details and advise you which equipment must be returned and how to return it.

Please do not discard, remove, modify or dispose of MOPC Network-owned equipment.

Depending on the equipment and circumstances, unreturned, damaged or improperly altered equipment may be subject to applicable charges under your service agreement.

If you are cancelling because you are moving, let us know your move date so we can help coordinate the cancellation and equipment return.

Business customers can contact MOPC Network Support at 1-833-727-2256 for assistance with connection, installation, equipment or service questions.

When contacting us, please have your business name, service address and a description of the issue available.

For technical problems, contacting Support by phone is recommended, particularly for urgent issues, so that the issue can be properly documented and routed for follow-up.

For new business service or availability questions, you can also visit the MOPC Network website and check availability at your address.