Internet

FAQ

Troubleshooting

No Internet Connection on Copper DSL

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Try power cycling your modem and/or router:

  1. Unplug the power to the modem and/or router.
  2. Unplug the phone line from both the wall jack and the modem/router, then plug them back in.
  3. Plug the power back in to the modem/router only.
  4. Wait for the DSL light to go solid.
  5. If there is a separate router, you can now plug the power back into it.
  6. Ensure the internet is working by going to a few websites, preferably sites you have not been to before.

If the internet is still not working, please call Wightman Technical Support at 1.877.327.4440.

No Internet Connection on Fibre to the Home

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Try power cycling the router:

  1. Unplug the power of your router for about 10 seconds then plug it back in.
  2. Wait until the GbETH or WAN light is solid.
  3. Ensure the internet is working by going to a few websites, preferably sites you have not been to before.

If the internet is still not working, please call Wightman Technical Support at 1.877.327.4440.

No WiFi Connection on a Single Device

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If you cannot connect to your wireless network on a single device, but other devices are connected to the same wireless network, checking the following on your device can help with troubleshooting:

If you have a Windows PC, check for the wireless network icon in the system tray which is next to the clock, lower right hand corner of the screen:

If you do not see the wireless network icon, it is possible that the wireless is turned off on your computer. If you need help finding your wireless settings, please consult the help menu for the operating system your computer uses.

Additionally, restarting your computer correctly, using the start menu, can resolve issues with the wireless not connecting.

If you need help with restarting your computer, please contact the manufacturer support desk for your computer.

 

If you have a cell phone or tablet, locate the wireless icon, which is located at the top right of the home screen. If the wireless icon is not present, the wireless may not be turned on.

Check the settings


on your phone and click on the wifi option

to make sure the wireless is turned on.

If you need help finding the settings on your phone, please consult the help menu for the phone or tablet manufacturer.

Additionally, restarting your cell phone or tablet correctly can resolve issues with the wireless not connecting.

If you need help with restarting your cell phone or tablet, please contact the manufacturer support desk for your device.

Internet Usage

How Much Usage is Normal?

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This depends on what you do on the internet and the size of the files you are downloading or uploading. 250 GB would equate to approximately, 64,000 songs per month, 300 standard definition movies per month or 80 high definition movies per month.

What is Internet Usage?

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Internet Usage is the amount of information transferred over your internet connection (i.e. web browsing, checking email, downloading and uploading files, streaming audio and video, etc.). Different online activities transfer different amounts of information. All the devices connected to the internet within your home contribute to your usage including desktop computers, notebook computers, smart phones, tablet computers, iPods and gaming consoles.

What is My “Usage Period”?

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If you are billed on the 10th of the month, you internet usage is based on the 1st to the 31st of the previous month. If you are billed on the 25th of the month, your internet usage is based on the 15th of the previous month to the 15th of the current month. For example, if your Wightman monthly billing date is May 10th, your May bill will include usage for the month of April (April 1st – 30th). If your billing date is May 25th, your bill will contain usage for April 15th – May 15th.

Email

How do I set up an 'out of office' email?

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To set up an 'Out of Office' auto-reply email follow these steps:

  • Login to your Wightman Webmail account here
  • Click on Settings in the top-right corner
  • Click on the Vacation/Forward Tab
  • Check 'Send a Notification'
  • Enter a subject and a message
  • If forwarding, make sure 'Keep a Copy' is checked, and enter the forwarding address(es)
  • Click 'Save' at the the bottom of the screen

Remember to remove your 'Out of Office' reply when you get back.

Is the email I received a scam?

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Every day, we receive reports of email scams. While email is a tool used by thousands of legitimate businesses, there are also thousands of fraudsters who use it to steal money, goods, and information from honest people.

The best ways to avoid becoming a victim of email fraud are:

  • DON'T open the email or any attached files
  • DON'T respond to the sender
  • DON'T send money or personal information, even if it looks official or sounds urgent
  • DO verify the sender and/or request is legitimate by calling the business or individual sending the email. Be sure to use a published phone number, and not any numbers listed in the email.
  • DO report the email to the Canadian Anti-Fraud Centre
  • DO contact police if you have been defrauded or suffered loss.

 

For information on email scams, computer viruses, and other fraudulent activity that Wightman is aware of, click here.

For more general information on email fraud, visit the Canadian Anti-Fraud Centre email scams page and check out this article.

Setting up Email in Outlook 2010

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Before you begin adding the e-mail account in Outlook, determine whether you can connect to the Internet

  1. Click on File, then Info, then Account Settings, and Account Settings. 
     
  2. Click New in the top-left corner.
  3. On the Choose Email Service page, select Internet E-mail. Click Next.
     
  4. Click to select the Manually configure server settings check box, then click Next.
     
  5. Select Internet Email and click Next.
     
  6. Fill in the boxes in the Internet E-mail Settings dialog box. Make sure that the Account Type setting is set to POP3.
    1. Fill in your name, full e-mail address & password.
      • "Your Name" is the name shown to the receivers of your emails.
      • "E-mail Address" is your full Wightman email address.
      • "Account Type" must be POP3.
      • "Incoming mail server" is mail.wightman.ca
      • "Outgoing mail server (SMTP)" is also mail.wightman.ca
      • "Username" is the part of your Wightman email address that is before the @ ie: username@wightman.ca
      • "Password" is the password you set up with a Wightman Customer Care rep when your email address was created.
    2. Then click on More Settings.
  7. Click on the Outgoing Server tab.
  8. Ensure there is a check mark in – "My server requires authentication & use same as my incoming server".
  9. Go to the Advanced tab.
    • Ensure the Incoming server (POP3) port is "995". Ensure that the check mark is on – "The server requires authentication".
  10. Click OK.
  11. Click Next, follow the prompts to finish setting up your account, Click Next.Click Finish.

Support Contact Info

Technical Support Hours 1-877-327-4440:

24 hours a day, 7 days a week, 365 days a year

Customer Care Hours 1-888-477-2177:

Mon - Fri — 8AM - 7PM
Sat — 10AM - 4PM

Fibre to the Home Information Hours 1-877-TOFIBRE [863-4273]:

Mon, Tue, Wed, Fri — 9AM - 5PM
Thurs — 9AM - 7PM

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