Installation & User Guides

• Unable to Connect to the Internet
• Intermittent Connection with Internet
• Cannot Send / Receive Email

Unable to Connect to the Internet

If your computer is unable to access the Internet, follow these troubleshooting steps:

1. Check cables and connections
   1. You will have two cables that run between your computer, your CPE and the wall:
      1. A network cable that runs from the computer to the CPE.
      2. A power cable that runs from the computer to an electrical outlet.
   2. All cables should be plugged in securely.
   3. Cables should not be frayed or damaged.
   4. Try disconnecting and reconnecting cables.
   5. Try your connection again.
2. Reboot CPE and computer
   1. Shut down and turn off the CPE and the computer for 10 seconds.
   2. Restart both the computer and CPE, ensuring the CPE has power.
   3. Try your connection again.
3. Check for hardware conflicts
4. Windows XP users
   1. Click the Start button.
   2. Choose Settings. Otherwise proceed to step 3.
   3. Click Control Panel.
   4. Double-click System
      1. NOTE: If you're using Windows XP Category View, click Performance and Maintenance then click System.
   5. Open the Device Manager. Look through the list of hardware for any exclamation marks or question marks.
   6. If you find no markings, close the window.
   7. If you find either an exclamation or question mark, please contact your local computer dealer to have the conflict resolved.
5. Windows Vista or Windows 7 users
   1. Click the Start button
   2. Click Control Panel.
   3. Click System & Maintenance.
   4. Click Device Manager.
   5. Look through the list of hardware for any exclamation marks or question marks.
   6. If you find no markings, close the window. If you find either an exclamation or question mark, please contact your local computer dealer or support centre to have the conflict resolved.

If you have continue to experience connectivity issues. Please contact our technical support team at 1-888-240-2224 option 1.

Intermittent Connection with Internet

If your internet connection is spontaneously dropping while you're trying to surf the Internet, follow these troubleshooting steps.

1. Check cables and connections
   1. You will have two cables that run between your computer, your CPE and the wall:
      1. A network cable that runs from the computer to the CPE.
      2. A power cable that runs from the computer to an electrical outlet.
   2. All cables should be plugged in securely.
   3. Cables should not be frayed or damaged.
   4. Try disconnecting and reconnecting cables.
   5. Try your connection again.
2. Reboot CPE and computer
   1. Shut down and turn off the CPE and the computer for 10 seconds.
   2. Restart both the computer and CPE, ensuring the CPE has power. You should make sure the CPE is powered on first.
   3. Try your connection again.

Cannot Send / Receive Email

If your email is not working (i.e.: you cannot send and/or receive emails) follow these steps.

1. Check to see if you have connectivity
   1. See if you can get to any websites. Open your web browser (ie. Internet Explorer) and try to navigate to some websites.
   2. If you cannot connect to any websites please follow the steps in section 1 "Unable to Connect to the Internet"
2. If you have connectivity to the Internet, check email settings:
   1. Please visit the Installation & User Guides page and view the E-Mail Setup Guide that corresponds to the e-mail software you are using.