Support that gets you connected again

Before you restart anything

• Open CloudStar’s Network Status page and select your province.
• Review Active, Planned and Restored notices.
• Compare the affected service and location with your service address.

What the result means

• An area notice does not always mean every customer in that area is affected.
• If no relevant notice appears, continue with the equipment and connection checks below.
• If a notice is active, avoid repeated factory resets while network work is underway.

Safe restart steps

• Unplug the modem or gateway power cable.
• Wait at least 30 seconds.
• Reconnect the power cable and allow the equipment to complete its startup sequence.
• Wait until the normal online indicator is stable before testing.

Important

• A restart is different from a factory reset.
• Do not press and hold a recessed Reset button unless CloudStar support specifically instructs you to do so.
• A factory reset can remove custom network names, passwords and other settings.

Isolate the issue

• Confirm that another device can open more than one website or app.
• Turn Wi-Fi off and back on on the affected device.
• Forget the saved network, then reconnect using the current Wi-Fi password.
• Restart the affected device.

Additional checks

• Disable any VPN temporarily.
• Confirm date and time are set automatically.
• Install pending operating-system and network-adapter updates.
• Test another browser or app.

Test method

• Pause large downloads, cloud backups and 4K streaming on other devices.
• Run more than one speed test using a nearby server.
• Where possible, compare Wi-Fi results with a device connected by Ethernet.
• Repeat the test near the modem or gateway.

How to interpret results

• Good wired speed with weak Wi-Fi usually points to coverage, interference or device limitations.
• Slow results on one device only usually indicate a device-specific issue.
• Consistently slow wired and wireless results may require CloudStar support review.

Placement best practices

• Place the modem or router in a central, open and elevated location.
• Keep it away from metal cabinets, large appliances, dense walls and enclosed utility spaces.
• Avoid placing it directly beside cordless-phone bases, microwave ovens or other radio equipment.
• Keep the equipment upright and allow ventilation around it.

For larger homes

• Test performance in the rooms where service matters most.
• Consider an approved mesh or extender solution when placement alone cannot cover the space.
• Avoid stacking several uncoordinated extenders, which can create interference and roaming problems.

Before changing anything

• Check the equipment label or installation information for the default network name and password.
• Remember that passwords are case-sensitive.
• If the network name or password was customized, use the updated credentials.

After a password change

• Reconnect every wireless device using the new password.
• Update smart-home devices, television boxes, printers and cameras that use Wi-Fi.
• Store the new information securely.

Connection check

• Confirm the power adapter is firmly connected at both ends.
• Hand-tighten coaxial connectors where applicable; do not use tools.
• Make sure Ethernet plugs click securely into their ports.
• Do not sharply bend, pinch or disconnect fibre cables.

Safety

• Do not open provider equipment.
• Do not move or disconnect an optical network terminal unless instructed.
• Contact CloudStar if a cable, connector or power supply appears damaged.

Quick checks

• Test whether wired devices remain connected when Wi-Fi drops.
• Move the affected device closer to the gateway.
• Restart the gateway and the affected device.
• Remove unused saved copies of the same network.

Pattern information to record

• Which rooms are affected.
• Whether all devices disconnect at the same time.
• The approximate time and frequency of the drops.
• Any equipment lights or error messages during the issue.

Check the signal path

• Confirm the TV and CloudStar TV device are powered on.
• Follow the HDMI cable to identify the input used on the television.
• Select that input using the TV remote’s Input or Source button.
• Reconnect the HDMI cable at both ends.

Then restart

• Unplug the TV device for 10 seconds.
• Reconnect power and allow it to start completely.
• Try another HDMI port or cable if the issue continues.

Connection checks

• Check CloudStar Network Status for an active notice.
• Test another streaming service or channel.
• Pause large downloads and high-bandwidth activity on other devices.
• Restart the TV device and the modem or gateway.

Improve reliability

• Use Ethernet where supported.
• Improve Wi-Fi placement or coverage.
• Confirm the streaming device software is up to date.

Basic checks

• Replace both batteries with a matched new pair.
• Confirm there is no obstruction between the remote and device.
• Restart the TV device.
• Test the TV’s original remote to separate TV-control and CloudStar-device issues.

Pairing

• If the remote uses Bluetooth or voice control, it may need to be paired again.
• Record any on-screen pairing message or error code before contacting support.

Troubleshooting

• Confirm the device can access the internet.
• Check that the email address and password are entered correctly.
• Close and reopen the app.
• Install available app and device updates.

If it continues

• Reset the password through the appropriate CloudStar account process.
• Clear the app cache where supported.
• Reinstall the app only after confirming you know the required credentials.

Basic isolation

• Confirm the handset has power and is not muted.
• Check the telephone cable between the handset and phone adapter or gateway.
• Test another handset if available.
• Restart the phone adapter or gateway without factory-resetting it.

Important

• Internet-based home phone service requires working network equipment and power.
• Emergency calling availability may be affected during a power or internet interruption.
• Use a mobile phone for urgent calls if home phone service is unavailable.

Check the pattern

• Try another handset.
• Call more than one number.
• Note whether the issue occurs during large uploads or downloads.
• Restart the phone adapter or gateway.

Information for support

• Date and time of affected calls.
• Whether incoming, outgoing or both directions are affected.
• Examples of numbers called, without sharing sensitive information publicly.

Quick checks

• Call the voicemail access method provided for your CloudStar phone service.
• Enter the current voicemail password carefully.
• Restart the handset if the message indicator remains after messages are cleared.
• Contact CloudStar if the password must be reset.

Check first

• Confirm the camera or hub has power.
• Verify that your internet and Wi-Fi are working.
• Restart the camera using the approved power-cycle method.
• Open the app again and wait for the device to reconnect.

Avoid unnecessary resets

• Do not factory-reset the camera unless instructed.
• A reset may remove pairing, zones, preferences or stored configuration.

Phone and app checks

• Confirm notifications are allowed in the phone’s operating-system settings.
• Disable battery restrictions for the security app where appropriate.
• Check that the correct alert types and schedules are enabled.
• Verify the phone has internet access.

System checks

• Confirm the camera or sensor is online.
• Check whether alerts are being recorded inside the app even when push notifications are absent.

Troubleshooting

• Confirm the main security hub is online.
• Check the sensor battery status.
• Make sure the sensor and magnet are correctly aligned where applicable.
• Test the sensor close to the hub if wireless range may be an issue.

Review the invoice

• Confirm the billing period and account name.
• Separate recurring monthly services from one-time installation, equipment or change charges.
• Look for prorated amounts after a service start, move or plan change.
• Review credits and payments already applied.

Contact CloudStar

• Have the invoice date, account information and disputed line item ready.
• Do not send full payment-card information through an unsecured message.

Before retrying

• Check whether the payment is pending with your financial institution.
• Confirm the billing address and payment details.
• Avoid repeated attempts that could create duplicate authorizations.
• Keep the confirmation number or receipt.

Prepare your request

• Identify the account and service address.
• Describe the change and preferred effective date.
• Confirm the best contact information for follow-up.
• Account verification may be required before changes can be completed.

Observe before restarting

• Record the colour and whether the light is solid or flashing.
• Wait long enough for the normal startup process to complete.
• Take a photo if the light pattern is unusual.
• Do not rely on another model’s light guide because indicators vary by equipment.

Setup sequence

• Place equipment in a ventilated location.
• Connect the service cable and power exactly as instructed.
• Wait for activation and normal status indicators.
• Connect one device and test before adding the rest of the home.

Do not

• Reuse damaged power supplies.
• Force connectors.
• Disconnect fibre or optical equipment.
• Factory-reset equipment during activation.

When Ethernet helps

• Testing whether slow performance is caused by Wi-Fi.
• Connecting desktop computers, game consoles or TV devices.
• Reducing interference and wireless congestion.

Check

• Use a known-good cable.
• Confirm the connector clicks into place.
• Try another LAN port if available.

Restart

• Temporarily disconnects power and reloads the equipment.
• Usually preserves network names, passwords and configuration.

Factory reset

• Returns equipment to default configuration.
• Can erase customized settings and require devices to be reconnected.
• Should only be used when the equipment guide or CloudStar support specifically requires it.

Information to provide

• Current service address.
• New residential or business address.
• Preferred disconnection and activation dates.
• Services and equipment you want to transfer.
• Best phone number and email for coordination.

Plan ahead

• Service availability and installation requirements can differ by address.
• Do not disconnect or return equipment until CloudStar confirms the move instructions.

Have ready

• Service address and affected service.
• When the issue started.
• Whether all or only some devices are affected.
• Equipment light colours and error codes.
• Troubleshooting already completed.

Privacy

• Do not include passwords, full payment-card numbers or other highly sensitive information in a general message.

What may appear on the first invoice

• Prorated charges from the activation date.
• The next regular billing period.
• Installation or technician charges that were disclosed before the work.
• Equipment rental, purchase or replacement charges.
• A refundable security deposit where one was required.
• Optional services and applicable taxes.

Before contacting billing

• Confirm the activation date and billing period shown on the invoice.
• Separate recurring charges from one-time charges.
• Check whether a promotion or credit has already been applied.
• Have the invoice date and affected line item ready.

Common reasons

• A promotional price ended and the regular monthly rate began.
• A service, package or equipment change was made during the billing cycle.
• Government taxes, regulatory charges or third-party fees changed.
• A one-time installation, service-call or equipment charge was added.
• A previous credit or payment changed the balance carried forward.

What to review

• Compare the current invoice with the previous invoice.
• Look for service dates and effective dates.
• Review all credits and adjustments before comparing totals.

Payment timing

• Use the due date shown on the invoice.
• Allow normal processing time for bank and electronic payments.
• Keep the confirmation number or receipt.
• A pending bank transaction may not yet be posted to the CloudStar account.

Avoid duplicate payments

• Do not submit repeated payments while the first payment is still pending.
• Check the billing portal and your financial institution before retrying.

Keep AutoPay working

• Update expired or replaced cards before the next scheduled payment.
• Confirm the billing address matches the payment method.
• Review invoices even when automatic payment is enabled.

Important

• Cancelling AutoPay does not cancel CloudStar service.
• Cancelling AutoPay does not remove outstanding balances.

What may happen on a past-due account

• CloudStar may send reminders or restrict optional services.
• New orders or account changes may be declined.
• Service may be suspended after any notice required by law.
• A security deposit may be required in appropriate circumstances.

Best next step

• Contact CloudStar before suspension whenever possible.
• Pay any undisputed portion of the account.
• Keep written confirmation of any payment arrangement.

CloudStar deposit terms

• The standard equipment security deposit is $135 unless another amount is disclosed in the Service Agreement or service order.
• A deposit does not transfer ownership of rented equipment.
• CloudStar reviews the continued need for a deposit at least once every 12 months where applicable.

Refund timing

• The refundable balance is returned no later than 30 calendar days after termination or after CloudStar determines the return conditions have been met.
• CloudStar may deduct valid unpaid amounts or documented equipment charges.
• An applicable lost or unreturned modem charge may be up to $120 unless a different amount was disclosed.

Helpful evidence

• Equipment-return receipt or courier tracking.
• Payment receipt or bank record.
• Invoice or ticket number.
• Photographs or technician documentation where relevant.

While the dispute is reviewed

• Pay any undisputed portion of the account.
• Keep copies of all supporting information and correspondence.

Account verification

• CloudStar may verify identity before discussing or changing an account.
• Authorized contacts should be added before they need to request changes.
• Keep the legal name, billing address, phone number and email address current.

Examples of controlled changes

• Plan or package changes.
• Billing information updates.
• Service-address changes.
• Equipment replacements or returns.
• Cancellation requests.

What may need to be returned

• Modems and routers.
• IPTV boxes and remote controls.
• Telephone adapters.
• Smart Security devices.
• Power supplies, cables and related accessories.

Protect yourself

• Keep the return receipt or courier tracking information.
• Do not assume equipment is returned until CloudStar has received and recorded it.
• Return all components to avoid incomplete-equipment charges.

When charges may apply

• Equipment is not returned within the communicated return period.
• Equipment is returned incomplete.
• Damage exceeds normal wear and tear.
• The equipment was modified or tampered with without authorization.

Normal wear and tear

• Reasonable wear and tear is not treated as customer-caused damage.
• Charges may be reversed or adjusted after equipment is returned in acceptable condition, subject to the applicable return policy.

What remains your responsibility

• Compatibility with the CloudStar service.
• Security updates, firmware and passwords.
• Device placement and configuration.
• Replacement, repair and backup.

Support scope

• CloudStar may limit support to confirming that the CloudStar network and CloudStar-provided equipment are functioning.
• Customer-owned equipment may not support every feature or advertised speed.

Why results vary

• Wi-Fi conditions and interference.
• Device capability.
• Network congestion.
• Website or server limitations.
• Customer wiring and equipment.
• Distance from the gateway.

Measure more accurately

• Use a wired Ethernet connection where possible.
• Pause other large transfers.
• Use more than one test and compare results over time.
• A Wi-Fi test does not necessarily measure the speed delivered to the modem.

Important limitations

• VoIP service may not work during a power failure, internet outage, equipment failure, maintenance or account suspension.
• Emergency calls may be routed through an intermediary call centre.
• You may need to confirm your name, physical location and telephone number.

Keep your address current

• Maintain the correct physical address where the VoIP equipment is used.
• Do not move the equipment to another address without updating emergency-service information.
• Maintain an alternative method of calling emergency services, such as a mobile phone.

Service dependencies

• Electrical power.
• Internet connectivity.
• Cellular coverage where applicable.
• Working sensors, cameras and third-party monitoring platforms.

Customer responsibilities

• Maintain appropriate insurance and physical security.
• Test equipment regularly.
• Keep emergency contacts current.
• Maintain backup plans for power or connectivity interruptions.

What CloudStar must review

• Network availability and technical qualification.
• Building and telecommunications-room access.
• Available facilities and equipment.
• Landlord, condominium or property-management authorization.
• Third-party carrier approval where applicable.

Plan before moving

• Submit the new address before disconnecting equipment.
• Wait for CloudStar to confirm availability and installation requirements.
• Do not assume your current promotion or technology transfers automatically.

Possible move-related work

• Technician attendance.
• New wiring or equipment installation.
• Custom placement or non-standard work.
• Activation at the new service address.

Before moving equipment

• Contact CloudStar first.
• Follow the equipment instructions provided for the move.
• Do not relocate VoIP equipment before emergency-address information is updated.

How cancellation works

• Contact CloudStar through an approved cancellation method.
• Cancellation is effective when confirmed by CloudStar or on a later requested date.
• Charges remain payable up to the effective cancellation date.

Final responsibilities

• Pay outstanding invoices and usage not yet billed.
• Return CloudStar-owned equipment.
• Pay valid purchased-equipment, completed-installation or damage charges.

What CloudStar may consider

• The cause and duration of the interruption.
• The service affected.
• Whether the interruption was reported.
• Whether access for repair was provided.
• Third-party network responsibility and applicable law.

Situations that normally do not qualify

• Customer-owned equipment or wiring.
• Power failure at the premises.
• Unauthorized changes.
• Failure to provide access.
• Other circumstances outside CloudStar’s reasonable control.