Digital Subscriber Line

If re-starting your computer does not fix this problem, perhaps you have Voice Mail services on your phone. If so, check that there are no messages waiting. The modem needs a regular dial tone in order to connect to the Internet. If you do not have Voice Mail, contact your computer vendor or modem manufacturer, as there may be a problem with your modem.

It is important to use the latest version of your web browser so you can view Websites correctly. New browser versions provide support for new functions, allowing you to view and use the latest interactive features on any Website. Go to http://www.microsoft.com/downloads/ and follow the instructions.

To set up your email account in Outlook Express, click here for instructions.

You can read and write messages off-line, but you must connect to send or receive e-mail.

Web Mail will let you check your e-mail from any computer with a Web browser and Internet access. This feature is designed for use at work or when traveling. View, reply or forward a message, view attachments, send a new email or set up your vacation alert. Check your email at a friend's house, while on vacation or at a meeting in another city. Just remember to take your User ID and Password with you - that's all you need to access your e-mail from anywhere in the world.

To access Web Mail:

• Log onto Cyg Net Web Mail at https://www.cyg.net/portal/
• Click the Web Mail button
• Enter User ID(first part of email address) and Password
• Click Log in

Once you have entered into the Web Mail, your will see INBOX and a number. This indicates the number of messages that are there. Click on the number to view the messages.

A large e-mail may be blocking the mailbox. Mail clients such as Outlook Express and Eudora were not meant for large attachments like video clips and photos that people try to send in e-mails. The largest message you can receive (including any attachments) without blocking your mailbox is 10MB. If you check your mail and it "times out" on a large message, when you check your mail again Outlook will know the transmission was interrupted, so it will keep trying to download the large message until it is cleared. To clear the message, log into the Cyg.Net Web Mail program, select the e-mail and delete it. If you are not successful, ask Technical Support to delete the file.

This happens when you check your e-mail with the Web Mail feature on our Website and then check your e-mail again later with Outlook Express. You can safely delete this message.

Cyg.Net Internet subscribes to MAPS (Mail Abuse Prevention Systems) to help reduce the amount of unsolicited e-mail you receive. Unsolicited e-mail, also know as SPAM, is a major annoyance. Unfortunately, it is very hard to stop because automated systems cannot easily distinguish valid e-mails from SPAM e-mails. Cyg.Net's mail server is configured to delete e-mail from known spammers. This blocks thousands of e-mails a day but only catches the worst offenders.

Two ways to avoid SPAM are:

1. NEVER reply to it. Most SPAM is sent to random e-mail addresses. If you reply, the spammer will know that your e-mail address is valid, and you will probably get more SPAM in the future.
2. Only give your e-mail address to Websites that you trust. Some unscrupulous Websites have been known to give out e-mail lists to spammers.

Cyg.Net uses spam detection software to idenitfy incoming email that shares common features as unsolicited email. You receive the email that has been sent to you and it will be labelled UBE Hits if the spam detection software thinks it is spam. The original message is attached to the UBE Hits email message and can still be viewed. Depending on the program you may need to double click on the paper clip or attachment to read the email. Spam detection software works on a point system. If there are 5.0 point given to any one email, it will be labelled as spam.

White List allows mail from listed email addresses to be allowed through without being marked as spam. You can add addresses to your White List using Webmail.

• Open Webmail
• Click Mail
• Click Filters
• Click White List
• Imput address
• Click save

Black List block from listed email addresses from being delivered. You can add addresses to your Black List using Webmail

• Open Webmail
• Click Mail
• Click Filters
• Click Black List
• Imput address
• Click save

There are a few reasons for disconnections. The most common ones are:

• Call waiting is active, producing a repeated tone. Disable call waiting while on the Web.
• Outlook Express has an option to disconnect after sending or receiving, which is sometimes turned on by default. To check this:
  • Open Outlook Express.
  • Choose Tools from the menu at the top of the page.
  • Click on Options.
  • From the menu at the top of the dialogue box, select the Dial-up or Connections tab.
  • Make the box beside "Hang up after sending and receiving" is NOT checked.
• Your modem may require a driver update or changes to its software codes. Please contact the manufacturer of the modem or read the modem's manual for more assistance.
• A problem with a "noisy" phone line, which indicates a damaged cable or wire. If you hear static on the line, the problem is almost certainly your phone line. However, sometimes you cannot hear the static but your modem can, as it communicates at a much higher frequency than human ears can hear. If you suspect that you have a noisy phone line, contact your telephone company for assistance.

If you have checked everything and you are still experiencing disconnects, contact our customer support at 272-0451, 1-866-263-8692, or send an e-mail to support@cyg.net.

Once your account has been set up the first time, additional hours can be purchased online on our website, or from the office.

1 year.

Click Status Report under Internet Service. Type your User ID (the part before the @ in your e-mail address) in the login box and click GO. You will receive an e-mail indicating your account usage for the month.

Browsers slow down when temporary files accumulate. Remove these temporary files in Tools>Internet Options (Explorer) or Edit>Preferences (Netscape).

Other reasons for a slow connection can include:

• Your phone line is noisy, causing the modem to perform a lot of error recovery.
• You are using a slow (14.4 - 33.6) modem. Upgrade to a 56K modem.
• The Internet site you are accessing is temporarily facing high demand.
• Your computer is low on memory resources such as RAM or hard disk space.

If you cannot establish a connection with our server, what has changed since your last login? Is your account paid up? Has there been a lightning storm? Have you installed new hardware or software? Has someone changed your settings? You may have a "noisy" telephone line, which can be tested and repaired by your telephone company.

This list is the minimum required hardware and software for optimum use of our services.

Dial up Services
Pentium II
Windows XP or Mac OS 10
56k modem

High Speed Services - DSL or Wireless
Windows XP, Mac OS 10
Pentium II
256 Meg of RAM for Windows XP
Network Card

Inside the Welcome Package should be a Quick Reference Guide for DSL Filters that explains how to install the filters. If you did not receive one, click here to download the guide.

Yes. Any device that is plugged into the telephone jack needs a phone filter including a fax machine, an answering machine or your satellite TV. DSL filters eliminate the interference between the simultaneous transmission of the high-speed DSL service and the regular telephone service over your phone line. The filter allows only the voice signal to pass through to your phone, answering/fax machine and other analog devices, while the data signal passed on to the computer. Each DSL connection includes 2 telephone filters. More can be purchased at our offices at 140 Downie Street in Stratford or at 16 Mill St East in Milverton.

No.

No. Unless you have a telephone at your computer. In that case, install a twin jack filter. Plug the existing phone cord into the jack marked PHONE on the filter. Using the phone cord that came with your modem, plug it into the jack marked DSL IHPN of the filter and connect into the jack marked ADSL on the back of the modem. Then plug the LINE end of the filter into the wall jack.

It is possible that the high speed has not been completed on your telephone line at this point in time. In order to connect to the internet, the Power, ADSL and Ethernet link lights should all be solid green lights. If we have confirmed that the connection has been completed and the lights are not on, shut down your computer, remove the power source from the modem and wait a few minutes. Plug everything back in and restart the computer. If the ADSL and Ethernet lights still do not turn on, call support at 272-0451 or 1-866-263-8692.

When returning the modem, please bring back the power source, the Ethernet cable, the telephone cable supplied and the modem itself. Any one of these items could be the cause of the problem.

No, your modem should not feel hot. It is recommended that you install the enclosed rubber feet on the bottom of the modem, that you do not place you modem directly on another piece of computer equipment or place your modem directly on carpet. It is important to have airflow around the modem. This applies for both the DSL and wireless modems.

• If you are a Windows XP or Windows Vista user, DO NOT use the enclosed CD but follow the printed instructions supplied in the Welcome Package.
• If you use a router, refer to your instruction manual for setting up Point to Point Protocol over Ethernet. (PPPoE)
• If you live in Listowel, Stratford, or in the 595 telephone exchange and are a DSL or wireless high speed user, open the CD, Open the Winpoet 6.7 file, and click on the Setup Icon. Follow the instructions.
• If you live in any other community and have a DSL high speed connection from Cyg.Net Internet, Open the CD, Open the Winpoet 6.7 file, then open the Enternet 15csp2_En folder and click on Setup.exe and follow the instructions.