Router Setup FAQ

This page outlines the general instructions for configuring your router for our internet connection.

Need additional help? Give us a call at 801-223-9939

We use the connection type PPPoE. This is an alternative to Dynamic or Static IP addressing.

When you sign up, we assign a username and password for this connection, which can be found in the customer backroom under Current Services > Broadband > ‘+’ under manage.

  • For residential customers
    • The username is typically your first name, followed by the first 3 of your phone number, after the area code.
    • The password is typically your last name, followed by the last 4 of your phone number. Customers who joined before 2024 may also have an exclamation mark – ! – at the end.
  • For business customers, you will need to check your information in the customer backroom to find your PPPoE credentials.

Below are common router brands and instructions on how to configure them for this connection type.

Common instructions:

  • Optional: Factory reset your router — Typically, there is a small pinhole button on the back of the router. Press and hold for 5-10 seconds or until the lights on the router turn off.
  • Connect your router to Utopia’s ONT — Commonly referred to as “the modem”, this is the device Utopia installed on your wall.
    • Unless otherwise instructed by Utopia, your router should be plugged into the port labeled GE1.

With the NightHawk App

  • During the initial setup process, the app will attempt to detect your internet connection type.
  • The app should detect that your connection is PPPoE.
    • Otherwise, you may need to go to advanced settings > Connection Type > PPPoE
  • Enter the username and password from the General Help section.

Without the NightHawk App

  • Connect to your router’s network on your computer or laptop. You must connect to your Wifi first; the credentials for your Wifi are typically on the back or bottom of your router. Please note: when you connect, your device will say “Connected, no internet”. This is normal, as you cannot fully connect until we set up the PPPoE connection.
  • Log in to the router settings. This can be done with the Netgear mobile app or can be done by opening a browser and going to 192.168.1.1 or routerlogin.net. It should bring you to a login page.
    • The default username: admin
    • The default password: password
  • If it asks if you want to use the Netgear Genie, select Yes and then follow the steps and use the credentials below once it has you put in the ISP (PPPoE) Credentials.
    • If it just shows the Netgear dashboard, navigate to Select ADVANCED > Advanced Setup > IPv6. And then you can go to the next step.
  • Set the internet connection type to PPPoE, and enter the credentials mentioned in the General section.
  • Apply the new settings. This may take a few minutes, as your router needs to reboot.

For Orbi devices, see this article: NetGear Community

Using the Tether App:

  • If the router has previously been configured, follow these steps below:
    • Open Tether and ensure you are connected to your router.
    • Select “More” in the bottom right.
    • Select “Internet Connection”
    • Where it says Connection Type, tap and then select PPPoE. It should prompt you for the login credentials.
    • Enter the username and password mentioned in the General help section.
    • Press Save.
  • If the router has not been configured, or if the router was factory reset, please see TP-Link’s article on their site.

Without the Tether App:

  • Connect to your router’s network on your computer or laptop. You must connect to your Wifi first, the credentials for your Wifi are on the back or bottom of your router.
    (Please note: when you connect, your device will say “Connected, no internet”. This is normal, as you cannot fully connect until we set up the PPPoE connection.
  • Log in to the router settings. This can be done by opening a browser and searching 192.168.0.1 in the top URL bar. Then It should bring you to a login page.
    • The default username: admin
    • The default password: admin
  • After you log in, it will make you change your username and password. Then It should bring you to a quick-setup page, where it has you go step by step and set up your router name, password, etc. Then when it prompts with what kind of connection type you want, select PPPoE.
    (Note: If a dashboard appears, instead of the quick-setup page, click the ‘Internet’ page)
  • Set up the internet connection type as PPPoE, which should prompt you for the login credentials.
  • Enter the username and password mentioned in the General help section.
  •  Save the new settings. This may take a few minutes, as your router needs to reboot.

See this guide for instructions: eero Help Center

Note that some eero devices are not compatible with PPPoE out of the box. They may need the firmware to be updated to use our connection. Unfortunately, we are unable to help with the firmware update process.

See Google’s support article: Google Nest Help