User guide

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Why does Northwestel have limits on Internet usage?
The usage limits ensure network reliability and ensures all High Speed Internet
users have a fast and reliable Internet experience. The limits impact only a very
small number of customers.
Does Northwestel watch what I do on the Internet?
Northwestel only tracks how much you use the Internet. Our measurement tools
do not track what you do with your Internet service.
What is Internet usage?
Internet usage is the amount of data your computer sends and receives from the
Internet. You send or upload data to the Internet when you email and share files
or photos. You receive, or download, data when you receive email, visit websites,
or purchase music files from the Internet.
How do I know if I am close to my usage limit?
You can check your usage at any time at www.nwtel.ca/usage. You will need
your modem’s HTC MAC ID: a 12-digit code listed on the underside of your
cable modem.
This tool is updated every hour throughout the month. Use it regularly to help
avoid additional charges for going over your monthly limit, or sign up for our
usage notification service.
Can I roll-over my allowed usage to the following month?
No, you cannot roll-over usage limits. This means that one month’s left-over
usage limit cannot be used to cover any over use in the following months. No
Internet provider with usage limits allows this as it defeats the purpose of having
limits. If roll-overs were permitted, Internet networks would become congested,
making Internet access slow and unreliable.
What should I do if the power goes out and I lose my connection?
If the power goes out at your home, or if the power goes out at our cable
head-end, you will lose your Internet connection. If this happens, wait until the
power is restored (you will know if our cable network is powered by turning on
your television) and then try to log on. If the modem does not connect, first try
unplugging the modem and then immediately plugging it back in. In almost all
instances, the modem will come back on. If it does not, please call our local
Customer Support Centre desk at 1-888-423-2333.
What do I do if I have a time-out or if the network goes down?
Occasionally, a network outage will occur that may last more than 30 minutes.
If such an outage occurs and it is planned, we will inform you in advance. If the
outage is not planned and your service is not restored within 30 minutes, please
call our Customer Support Centre desk at 1-888-423-2333.
Can I change my email address?
You can change your email address any time. Simply email, write or fax us with
the original email name and the new name you want. It will take approximately
48 hours for this new name to be set up.
Email: [e-mail]
Fax: [phone]
Ph: 1-888-423-2333
How do I change my email password?
It’s easy to change your email password. Once you have logged into your
webmail account, click on the Options tab, then the Global tab and then select
Change Password. You can change your password as many times as you like.
If you forget your password, call Northwestel support and we will change your
password for you.
What do I do if my email is not working?
There are a number of small steps you can try before you call us:
• Check your spelling carefully.
• Type everything in lowercase.
• Ensure that your mail servers are set up correctly in your settings;
a) your incoming mail should be either pop3.theedge.ca ,or
pop3.northwestel.net
b) your outgoing mail should be smtp.theedge.ca or smtp.northwestel.net
• Make sure that your incoming mail server is set to port 110 and your outgoing
mail server is set to port 25.
Who should I contact when I have a problem or question?
For Internet questions or help, please call our Customer Support Centre
desk at 1-888-423-2333. In order for Northwestel to be most effective in
troubleshooting your issue, please ensure you are in front of your computer
and you have your account number and phone number available when you
phone in.
What security measures are in place to protect your customers?
Northwestel has security measures in place that protect all of our hardware
and operating software. However, security on individual computers is the
responsibility of the user. We recommend installing a port blocker or firewall.