When to Contact Your Internet Service Provider (ISP)

When setting up myQ products some customers may find themselves stuck at certain stages when connecting the product to their wireless internet. This issue is usually caused by the Wi-Fi/router settings not being aligned with myQ products recommended router settings. For some settings, you may need assistance from your Internet Service Provider (ISP).

What is an Internet Service Provider (ISP)

An ISP is the company who provides your internet service.

Common US ISPs are:

• Xfinity / Comcast
• Frontier
• Cox
• Spectrum

Some mobile carriers will provide internet service.

• Verizon
• AT&T
• T-Mobile

Find out who your ISP is by opening a browser on your home network and typing http://www.whoismyisp.org/. 

When to contact your Internet Service Provider (ISP)

If your myQ-enabled device LED is flashing blue and green or flashing green. These are indications that your Wi-Fi router settings need to be adjusted to have a successful connection and get your LED to a solid green. 
Flashing green: Indicating the device is attempting to connect to the router. 
Solid Green: Indicating the hub was unable to communicate with the myQ server. 

What to tell your Internet Service Provider (ISP)

Confirm the following list with your ISP to ensure your Wi-Fi and router settings are set to the Recommended Router Settings for the myQ Wi-Fi Products and Recommended Router Settings for myQ Cameras:  
• Your current router has both 2.4 GHz (Gigahertz) and 5GHz, and 2.4Ghz is enabled.
• Your router’s Wi-Fi security is not in mixed mode (WPA/WPA2/WPA3).
• Your Wi-Fi channel is not set to auto channel, and to set it on channels 1, 6, or 11.
• TCP port 8883 is open.
• DHCP enabled.
• AES encryption instead of TKIP encryption