Internet

Your plan speed, Wi-Fi speed, and device speed are related. They are different measurements, and they don't always match in real use.

Before You Start

• Know which plan you are on before comparing results to expectations.
• Check whether you are testing on Wi-Fi or Ethernet because that changes what a normal result looks like.

Steps

Wi-Fi extenders can help improve coverage in larger homes or rooms where the signal is weak. We can help you decide whether an extender, better router placement, or another Wi-Fi option is the right fit for your home.

Before You Start

• Test your Wi-Fi close to the router first so you know whether the issue is coverage or the internet connection itself.
• Extenders work best when they can still receive a strong signal from the main router or fibre equipment.
• Purple Cow Wi-Fi extender availability and pricing may depend on your service and equipment.

Extender Pricing and Availability

Wi-Fi extenders may be available through the customer portal or through support. Check the customer portal or call or text 902-800-2660 for current availability and pricing.

If support confirms the current extender option for your account, the expected monthly price is $10 per month plus tax.

Steps

Using the Wi-Fi App

The app you use depends on your service and equipment. Some Purple Cow Internet equipment uses the Purple WiFi App. Purple Fibre equipment may use the Purple Fibre app or Nokia WiFi app experience. The app can help with Wi-Fi names, passwords, connected devices, and in some cases extender or mesh setup.

The ONT is the fibre modem for Purple Fibre service. Its lights can help show whether a problem looks like power, fibre signal, internet activation, or Wi-Fi.

Before You Start

• Look at the ONT before restarting it so you can note which lights are on, off, or unusual.
• Light labels can vary. The most helpful ones are usually Power, PON or Optical, Alarm, and Internet.
• Don't unplug the fibre line or open fibre equipment covers.

Steps

Your Wi-Fi name and password may be printed on the equipment label or saved in the app that manages your Wi-Fi.

Before You Start

• Check whether you are using Purple Cow's equipment or your own router, because the password may live in different places.
• If you changed the Wi-Fi name or password before, the original sticker may no longer match your live network.

Steps

Changing your Wi-Fi name or password is a good way to secure your network or make it easier for your household to reconnect devices. If Purple Cow manages your Wi-Fi equipment, the change usually happens in the Purple WiFi App or Purple Fibre App.

Before You Start

• Write down the new Wi-Fi name and password before saving the change.
• Be ready to reconnect phones, TVs, speakers, and other smart devices after the update.

Steps

Internet issues are often caused by power, wiring, activation, or Wi-Fi setup, so it helps to rule those out in a simple order.

Before You Start

• Check whether the problem affects every device or only one phone, laptop, or TV.
• If this is a brand-new self-install, keep your modem connected while you work through the checks.
• Stay safe and skip opening wall plates, outside boxes, or electrical panels. Reach out if wiring looks damaged or unsafe.

Steps

Purple Cow service options depend on your exact address, building, and unit. Checking availability first is the fastest way to confirm what is available for your home.

Before You Start

• Have the full service address ready, including unit number and postal code.
• Keep a phone number and email address handy in case we need to follow up.

Steps

Most gaming, port forwarding, and work VPN questions come down to your router setup, your app settings, and whether the internet connection itself is stable.

Before You Start

• Know whether you are using Purple Cow equipment or your own router before changing any settings.
• Test your basic internet connection first so you don't mistake a general connection issue for a gaming or VPN issue.

Steps

A good speed test helps separate slow Wi-Fi from an internet connection problem and gives us useful details if you need help.

Before You Start

• Close VPNs, streaming apps, cloud backups, and large downloads before you test.
• If you can, run one wired test first because wired results are the best baseline.

Steps

Most Wi-Fi connection issues come down to picking the right network, entering the correct password, and testing close to the router first.

Before You Start

• Make sure you know the current Wi-Fi name and password before you start.
• If the device is brand new, complete its basic setup before trying to connect it to Wi-Fi.

Steps

Your first setup steps depend on the service available at your address. Every order starts with confirming your address, contact details, and whether your setup is self-install or technician-installed.

Before You Start

• Have your order confirmation handy so you can check which Purple Cow service is being installed.
• Check whether your order includes self-install equipment shipping or a technician appointment window.

Steps

A simple restart is the safest first step when your internet suddenly stops working or your connection seems unstable.

Before You Start

• Save any active work or video calls before restarting the equipment.
• If you use Purple Cow Home Phone, remember that the phone line may stop working until the internet equipment comes back online.
• Use a normal restart first. Skip the pinhole reset or factory-reset button unless we ask you to use it.

Steps

Wi-Fi performance depends on placement, distance, walls, and the device you are using. A few simple checks can show whether the issue is Wi-Fi coverage or the internet connection itself.

Before You Start

• Test one device close to the router first so you know whether the issue is coverage or the full internet connection.
• Look for barriers such as thick walls, metal objects, or closed cabinets around the router or ONT.

Steps

A Purple Cow router is the simplest supported option for most homes. If you prefer to manage your own network, you can also use your own router for more control over Wi-Fi settings, device features, or network layout.

Before You Start

• Have the router's power cable, Ethernet cable, and setup app or admin details ready before you switch.
• If you want the most supportable setup, start with the Purple Cow router option before choosing a third-party router.

Steps