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5G Internet — troubleshooting FAQs

What if I’m experiencing slow speeds?

If you’re experiencing slow speeds, here are a couple things you can try: 

  • Reboot the 5G Home Internet device:
    • Locate the power cord of the device and unplug it until all the device’s lights are off.
    • Wait 10–15 seconds and then plug power cord.
    • After plugging in the power cord, wait for device to come online.
  • Repositioning the 5G Home Internet device:
    • Power off the device and disconnect it from the electrical outlet.
    • Move the device to a different location.
      • The device will work best when it's visible, upright and elevated on a shelf or table close to a window.
      • Don’t place your device in a closet.
    • Connect the device to an electrical outlet at the new location, power it on and wait for the device to come online.

Note: You may need to repeat the steps in this procedure several times before finding the final location for the device.

Why can’t I stream video in 1080p or 4K?

Rogers 5G Home Internet only offers video streaming of up to 3 mbps per stream. This speed allows you to stream up to 720P HD for most streaming service providers. 1080P and 4K video require speeds higher then 3 mbps and are currently not supported by the Rogers 5G Home Internet product.

Keep in mind: Your 5G Home Internet device will work best when you keep it visible, upright and elevated on a shelf or table close to a window. Don’t place your device in a closet. WiFi coverage and speeds throughout the home will vary based on size, material, and layout of the residence. 

When you run a speed test on your device, the results you get also depend on: 

  1. Your device’s make and model
  2. Whether you’re currently running other apps on that device
  3. Whether other devices in the home are online at the same time
  4. Whether you are doing the test over WiFi vs. a wired connection
  5. Network coverage, signal strength, topography, and environmental conditions
  6. Internet traffic and network management practices (see rogers.com/terms for Rogers Network Management Policy and Wireless Home Internet Policy)

Where is the SIM Card for my 5G Internet warranty device?

We don't ship out new SIM Cards for 5G Internet warranty device exchanges. Please take out the SIM from your defective unit and install it in the new device.

If you've lost the SIM Card or need a replacement 5G Internet SIM Card, visit your nearest Rogers store to get a replacement SIM Card.

Why am I getting a data limit alert on my Inseego MiFi X Pro 5G?

Some customers using the Inseego MiFi X Pro 5G device may have experienced a perceived loss of data connectivity after reaching 10GB of usage. This may be due to the device's 10GB usage warning notification. 

Note: Actual data connectivity isn't impacted. 

To avoid confusion, customers should update their device's data manager limit via the following steps: 

  1. Update the software/firmware on the 5GHI Inseego MiFi X Pro to the latest version available. 
  2. After completing the software update, and restarting the device, connect a device to the 5GHI Inseego Hotpsot. 
  3. Open the web browser and navigate to: 192.168.1.1 or http://my.MIFI/ 
  4. Select the "Data Usage" section on the left. 
  5. Set the "Maximum Data Limit" to "999" GB.