User guide

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STEP 4 Call the local Northwestel Customer Support Centre
If these steps have not resolved your problem, please contact our Technical Support
group at 1-888-423-2333 and have the following information ready:
• Username (your theedge.ca or northwestel.net email address)
• HFC MAC ID
• Telephone number
4.2 Other Causes of Lost Connection
If you have recently installed or upgraded a firewall or anti-virus software on your
computer you may encounter connectivity problems. Try disabling the software and
see if your connection returns. If the software is at fault please consult the vendor.
You may also have connectivity issues if you have installed a new driver on your
router or on your computer. Try rolling back the installation and see if your connection
can be reestablished.
4.3 Troubleshooting a Slow Internet Connection
There are many things that can cause your Internet connection to slow down. Your
first check should be to make sure any cabled connections are secure and that
nothing has been changed in your setup. If you are running a speed test on any
external website please ensure that your computer is directly connected to your
modem. Shutdown any programs running on your computer other than your browser
before launching the test.
Sluggish performance can also be caused by large file downloads either on your own
computer or another computer connected to your home network typically using P2P
applications such as BitTorrent, uTorrent, etc. Check the running applications on your
computer to see if this may be the cause of slow Internet connectivity.
One of the most common problems is spyware and/or adware running in the
background. You should have anti-virus software installed on your machine especially
if you or others in your household download files and programs. Spyware and virus
programs work in the background while your computer is running and they can slow
your Internet connection along with your computers overall performance.
Northwestel offers two free computer scanning tools to help you identify the health
of your PC. These tools are the Northwestel PC Health Check and the Northwestel
Online Virus Scanner. They are available at nwtel.ca/protection-plus.
4.4 Restarting Your Modem/Computer
Please see section 4.1
4.5 Email Troubleshooting
First check and ensure you are connected to your Northwestel Internet service by
opening a browser and successfully loading a web page. You should ensure that
work offline is not checked in either your email program or your web browser. If you
can load a web page but still have email problems please try the steps below.
If you cannot receive email but can send:
Check to see if your mail is in the mail server inbox by checking your webmail
account. (See Section 2.1 on how to access webmail) If your mail is showing up in
webmail on the server, but not downloading to your machine when you click send
and receive mail, check the following:
• Ensure the email you are looking for is not going into a spam folder.
• Make sure your account settings are correct, including your incoming server.
Your incoming server should be pop3.theedge.ca if your email address is
[e-mail] or pop3.northwestel.net if your email address is
[e-mail]
• Make sure your password is correct in your account set up.
• Have you recently installed any anti-virus or anti-malware programs?
Try turning it off.
• Restart your email program.
• Restart your computer.
In webmail settings, if you are forwarding mail and also keeping a copy on the server,
try re-entering the settings to forward and leave copy on server.
Re-save the settings. Test again.
Contact the Northwestel Customer Care Centre at 1-888-423-2333 if:
• No email is going into your webmail inbox.
• You still cannot receive email after trying the previous steps.
• You are getting an error message when retrieving your email.
• Note: You can receive email as a client while roaming, but you will not be able
to send. If you wish to use your email client you will either have to change the
outgoing mail server to the outgoing server of the ISP you are connected to OR
use the Northwestel webmail service.
If you cannot send email but can retrieve:
• Check your outgoing mail server settings and ensure that it is set to either
smtp.theedge.ca or smtp.northwestel.net and that your port is set to 25.