User guide

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If your outgoing email server settings are correct:
• Make sure there are no unsent emails in your outbox. Delete any messages
in your outbox, wait 30 minutes and try sending a new message.
• Have you recently installed any anti-virus or anti-malware programs? Try turning
it off. Shut down and restart your email program.
• Shut down and restart your computer.
Contact the Northwestel Customer Care Centre at 1-888-423-2333 if you are still
unable to send mail after trying these steps.
Note: If you are receiving an error message, please write it down so we can help
you troubleshoot the problem further.
4.6 Internet Usage
Usage limits were introduced at Northwestel in order to maintain network reliability
and ensure an enjoyable Internet experience for all our High Speed Internet users.
The vast majority of customers do not exceed their usage limits.
Usage limits refer to the amount of data you are allowed to send and receive
over the Internet, and vary according to your High Speed Internet package. Visit
www.nwtel.ca/usage to find tools that can help you manage your Internet usage,
so you can be aware of how much bandwidth you have used and avoid accidental
over usage.
Northwestel strongly recommends that you sign up for a monthly usage notification
service at www.nwtel.ca/usage and Northwestel will send an email if you reach 50%,
75% and 95% of your monthly usage. You will receive another email if you reach
100% of your monthly usage.
These emails are sent within 4 hours of when you reach the above specific % of your
monthly usage allowance.
4.7 FAQ
The power light is off on my modem. What should I do?
Check that your modem is properly connected to its power adapter and that the
power adapter is plugged into a working electrical outlet.
I cannot send or receive data. What can I do?
• Check the lights on the front panel of your modem. Note the first light that is off
and refer to Section 1 in this guide as to where the error occurred.
• Check each end of your coax cable. Hand-tighten if required.
• Ensure the Ethernet cable is connected to both your modem and your computer
or router if you are using a modem.
• Ensure that you have an active wireless connection between
your computer and gateway.
• If the Standby light is on (5100 series modem only), the Internet connection
is off. Press the Standby button to reconnect to the Internet.
• If both the Power and Receive lights are flashing then the modem has been
disabled. Please contact Northwestel for support.
How do I access the interface to configure features and users on my wireless
gateway?
Open your favourite web browser and go to https://northwestel.clearaccess.com/
acs-portal/control-panel/. You will be prompted to enter the username
and password you selected when you ordered the wireless gateway service.
The User Guide for the gateway Control Panel is found on the USB stick that
you received when the service was installed. It is also available on www.nwtel.ca,
under the Internet Usage Tools section.
I am experiencing slower than normal speeds. What should I do?
• Try restarting or rebooting your computer and your modem which means
turning the power off for a few minutes and then turning them back on.
• Check the running processes on your computer. Downloading large files
or multiple files will slow the performance of your connection.
• Run an anti-malware and anti-virus scan to check for malware activity
and viruses.
• Verify that other computers connected to your home network are not
downloading large files
How long should my modem cables be?
To ensure your service is working at optimal performance you should only
use the cables supplied by Northwestel.
What do the lights on my modem mean?
Please see the information in the tables in Section 1.
How much usage is allowed each month?
You can use between 2 GB to 125 GB each month, depending on
your Internet package.
What am I charged if I go over my limit?
Northwestel charges $7.50 for each additional GB that you use during
the monthly billing period. This amount is billed in one cent increments.