My connection seems slow and I keep getting messages about an “invalid username or password”

In order to connect to the internet through Bruce Telecom, the router will be utilizing a connection method called PPPoE.  A necessity of this connection style is that the router “logs in” to our service utilizing a user name and password combination that is unique to your account.  If a router attempts to establish a connection through Bruce Telecom and does not submit a valid username or password, the internet connection will be severely limited in both speed and access to websites.

If you are using a router issued by Bruce Telecom, this information will already be programmed into the router and it should be fully activated 15 minutes after it has been added to your account.  If you are receiving the invalid login warning, please call our technical support line for assistance.

Should you elect to use your own router and have been given a plain “bridged” modem by Bruce Telecom, or if you are a fibre optic customer using your own router, please ensure that you have configured the routers connection settings to utilize PPPoE.  The username will be your Bruce Telecom email address and the password will be the same one used to access that email account.

Our technical support team is available and willing to assist you further if needed. Please contact our technical support line and we will gladly help to resolve any trouble you are having.

My Connection keeps dropping

There are many reasons why your internet connection may be dropping.  If you are having this problem, we will likely need to work with you on our technical support line in order to get to the root of the issue.  However, there are a few steps you can take to troubleshoot the issue on your own if you wish.

  • Verify that the issue is not isolated to only one device.  Sometimes the device you are using may be having issues.  There are many possible causes for this, ranging from software to hardware issues and everything in between.  However, it is also possible that the wireless signal to that specific device is weak.  If you have determined that the issue is device specific, try rebooting your device and bringing it closer to the router.  If that does not make a difference, and other devices continue to work, you may need to have said device serviced by a professional.
  • Test for if the issue is specifically occurring to devices connected wirelessly.  To do this, connect a PC or other device to ETH 1 of the Comtrend router and test for internet.  If the connection continues to drop on wireless devices but remains consistent when hard wired, you have proven a general Wifi issue.  The technical support representatives available on our support line will be best suited to assist further. 
  • If possible, inspect the router when the connection drops.  If using one of Bruce Telecoms wireless modem/routers, check to see if the Internet light remains active and green.  If the internet light is not activated, check if the DSL light is solid (if using a DSL connection) or that your ETH WAN light is active (if a fiber optic customer). 

Issues with connection drops are absolutely not normal, and do not represent the level of service we aim to provide.  In most cases persistent problems with your connection will require troubleshooting by our technical support team.  Please do not hesitate to call our technical support line for assistance towards a speedy resolution.

Our Routers at a glance

If you are having internet issues, the routers provided by Bruce Telecom can provide you information on their operational status through the lights located on the front panel of the router.

  • Power:  When the modem has power, this light will be active and green.  If it is red, or off, please call our technical support line for further assistance.
  • ETH WAN: This light is relevant only for our customers using fiber optic service.  The corresponding ETH WAN port on the rear of the router is where the Ethernet connection from the fiber optic terminal should be placed.  If you are a fiber optic customer, this light should be active.
  • ETH 1-4: This light is representative of the state of the four Ethernet ports on the rear of the router.  When there is an active device connected to these ports, the corresponding lights on the front panel of the router will activate.  If you are using a DSL connection and have our television service, the cable equipment we provide must be connected to one of the ports labeled ETH 2, 3 or 4.  ETH 1 is for internet devices such as PC’s, gaming consoles or streaming devices only.
  • WPS: When WPS mode has been activated, this light will flash steadily on/off, and go solid once a WPS connection has been made with your device. By default, we do not provide routers with the WPS feature activated.  If needed, we can remotely enable this feature for you.
  • 2.4G Wifi/5G Wifi: If the router is currently broadcasting an SSID on these spectrums, these lights will be active.  If the wireless broadcast has been disabled, these lights will not be active.  You can enable/disable wireless broadcast using the Wifi On/Off buttons located on the front panel of the router.
  • DSL: If you are a DSL customer, this light represents the status of your DSL Link.  If the light is active and steady, you have a DSL connection.  If the light is not active, or steadily flashing on and off, then the router has not yet established a DSL connection and may require troubleshooting.  When the router is first powered on, it may take up to 3 minutes for the DSL link to be established.
  • Internet: Indicates whether or not the router has established an internet session.  Once your DSL connection or fiber link has been established, this LED will activate and should turn green.  If this light is not active, or is red, but you have an active ETH WAN LED/Steady DSL LED, please call our technical support line.

As always, if you are having any issue with your router or services, please give us a call on our technical support line.  We will be happy to assist you.

My Internet is not working

If you are unable to access the internet at all, please try the following:

Try another device:  Occasionally the problem will be a manifestation of device specific issues.  Try loading a website or service on another device to test for this.  If you find it is working fine on a different device, in similar conditions, try restarting your device and ensuring it is up to date.

Reboot the modem/router: Modems and routers, like home computers and other electronic devices, can sometimes require rebooting to resolve performance degradation issues.  To reboot your equipment, take the following action:

  • Unplug the power cord from the modem, or use the power button on the back of the device.  If using a separate wireless router, unplug the power from this as well.
  • Wait 10 seconds, then plug the power back in to the modem.  If you are using a separate wireless router, please wait until the DSL light on the modem is solid before powering the router back up.

Verify Cabling: If you are a DSL customer, please verify that the modem has a DSL cord/phone line connected to the DSL port on the back of the modem.  Likewise, if you are a Fiber Optic customer please verify that there is an Ethernet cord connected to the ETH WAN or GB/ETH port on the back of the router.

Once you have completed the previous steps, inspect the modems/routers lights.  Ensure that the Wireless lights are active, as this indicates whether or not the wireless network is being broadcast by the router.  If the light is not on, trying pressing the “Wifi On/Off” button on the front of the modem.

If you have completed these steps and are still not able to access the internet, please call our technical support line as soon as possible for further assistance.

My speeds are slow

Slow browsing speeds or issues streaming can be caused by a multitude of factors, and typically our technical support team will need to be engaged to find the solution.  However, there are several things that you can do to troubleshoot the issue yourself!

  • Reboot the modem/router: Modems and routers, like home computers and other electronic devices, can sometimes require rebooting to resolve performance degradation issues.  To reboot your equipment, take the following action:
  • Unplug the power cord from the modem, or use the power button on the back of the device.  If using a separate wireless router, unplug the power from this as well.
  • Wait 10 seconds, then plug the power back in to the modem.  If you are using a separate wireless router, please wait until the DSL light on the modem is solid before powering the router back up.
  • Try other websites or services: It is possible that the issue is not on your end, but actually with the site or service you are trying to reach.  If this is the case, trying other websites or services should quickly and conclusively demonstrate this. 
  • Try another device: Similarly to above, occasionally the problem will be a manifestation of device specific issues.  Try loading the same website or service on another device to test for this.  If you find it is working fine on a different device, in similar conditions, try restarting your device and ensuring it is up to date.
  • Run a speed test:  One of the best assessments of the state of your internet connection is provided through a quick test to determine the speeds being delivered to your device.  For the most accurate results, we recommend testing on a device connected directly to the router via Ethernet cord.

 You can run a speed test here. Once the test has completed, compare the results to your subscribed speed package.

 While your speeds may not be exactly on the upper limit of what you are subscribed to, they should be close.  If they are not close to your subscription, please call our technical support team for further assistance.

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