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.

Learn more about how you can boost your wifi signal here.

No Wi-Fi 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.

Learn more about how you can boost your wifi signal here.

No Wi-Fi connection on Multiple Devices

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This article outlines the steps to follow if you are having issues with multiple wireless devices trying to connect to the internet using a Wightman supplied router.

1. Check with a directly connected device to make sure the internet is working. If the internet is working through your wired connection, or if you only have Wi-Fi devices, go on to the next step.

  • If you do not have a connection to the internet through a wired connection, reboot your router by unplugging it from the power for 10 seconds and plugging it back in.
  • Wait for a couple of minutes for the lights on the router to stabilize then try to connect using your wired connection.
  • If you are still unable to connect to the internet please contact Wightman Technical Support at 1-877-327-4440

2. Check to see if you can see your Wi-Fi network. If you do see your Wi-Fi network try forgetting the network then reconnecting. You should be prompted to enter in your Wi-Fi password. If this does not work try a reboot of your device by powering it off, waiting 10 seconds then turn it back on and then try connecting to your Wi-Fi network again.

3. If you don’t see your Wi-Fi network, check to make sure there is a light on your Wi-Fi / Wireless / 2.4GHz / 5GHz on the router. If there is not a light on, push the Wi-Fi / Wireless button on the side or front of the router. Check to see if you can see your Wi-Fi network now and if you can try to connect to it.

4. If you still can’t connect to the Wi-Fi network, reboot your router by unplugging it from the power for 10 seconds and plugging it back in.

5. Wait for a couple of minutes for the lights on the router to stabilize and try connecting to your Wi-Fi network again.

6. If your Wi-Fi is still not working call Wightman Technical Support at 1-877-327-4440.

Self-Help Support

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Wightman Support is a mobile app that can help diagnose common internet problems at your home without having to call tech support. The app runs a variety of network tests and diagnostics and provides you with step-by-step instructions on how to fix the issue. 

Learn more

Why is my internet connection slow?

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Several factors can affect the speed of your service. For example, you should be aware that the speed of your connection gets distributed among all the devices in your home (computers, smart TVs, phones, tablets, game consoles, etc.). Also, your speed varies depending on the capacity of each device.

The type and age of your devices can slow down the speed of your connection, and so can the number of applications running (the more apps you're running, the more speed you lose). Also, the number of things you're doing online at once can affect your speed.
To maximize your Internet speed, start by connecting your computer (or other device) directly to your modem or router using an Ethernet cable. Plus, you should verify that:

  • The devices you're using don't have any performance issues
  • If you're sharing your connection with others, verify that your connection is not overloaded. Try making a schedule for when people can do heavier-use activities online.
  • Your firewall software is properly configured (if it isn't, it can cause a slowdown)
  • Your modem or router has no signal problems
  • Your browser's cache has recently been cleared
  • Your operating system has recently been updated

Check Your Router Settings:

As the centre piece of a network, a router can be responsible for slow internet connections if it is configured improperly. Ensure your router's settings are all consistent with the manufacturer's documentation and your Internet Service Provider’s recommendations. Carefully record any changes you make to your router's configuration so that you can undo them later if necessary.

 

Avoid Wireless Signal Interference:

Wi-Fi and other types of wireless connections often perform poorly due to signal interference, which requires computers to continually resend messages to overcome signal issues. Household appliances and even your neighbours' wireless networks can interfere with your computers. To avoid slow internet connections due to signal interference, reposition your router to a more central location for better performance. In general, the closer your device is to the router, the better the Wi-Fi connection.

 

Make sure your router and other network equipment is working:

When routers, modems, or cables malfunction, they don't properly support network traffic at full speeds. Certain technical glitches in network equipment negatively affect performance even though connections themselves can still be made. To troubleshoot potentially faulty equipment, temporarily rearrange and reconfigure your gear while experimenting with different configurations. Systematically try bypassing the router, swapping cables, and testing with multiple devices to isolate the slow performance to a specific component of the system. Then, decide if it can be upgraded, repaired, or replaced.

 

Stop background programs that hog bandwidth:

Some software applications on a computer run background processes that are hidden behind other apps or minimized to the system tray, where they are quietly consuming network resources. These applications are designed to do useful work and are not the kind that a person wants to remove from a device normally. Games and programs that work with videos can heavily impact your network and cause connections to appear slow. It's easy to forget these applications are running. Check your computers for any programs that are running in the background when you troubleshoot a slow network.

 

Call Wightman, your Internet Service Provider (ISP):

Internet speed ultimately depends on the service provider. Your ISP may change its network configuration or suffer technical difficulties that inadvertently cause your internet connection to run slowly. Don't hesitate to contact Wightman Tech Support at 1-877-327-4440 if you suspect it is responsible for your slow internet connection.

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.

How do I use Wightman Webmail?

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Logging in to Wightman Webmail:

  1. Using a  web browser like Internet Explorer, Microsfot Edge, Google Chrome, or Firefox, go to https://webmail.wightman.ca.
  2. You will be asked for a username and password. The user name will the first part of your email address, before the @ symbol; so if you’re email account is johnsmith@wightman.ca, your username is johnsmith. Your password will be your usual email password; if it is not working or you do not know it, please call Technical Support at 1-877-327-4440.

Receiving Email:

  • Once you have logged into web mail, you will be automatically taken to the Inbox, which will show new messages.  Unread messages will be in bold.  You can open a message by double left clicking on it.  You can go back to the Inbox from reading a message by either clicking Inbox on the left hand side, or pressing the back button near the top left corner, next to Compose.
  • Emails may be downloaded by computers or other devices if they are configured with POP3; if so, they may not show up in your Inbox.

Sending Email:

  1. To send an email, click the Compose button near the top left corner; it will appear as a piece of paper with a pencil over it. This will open a new screen.
  2. In the To field, enter the email account or accounts you wish to send a message from. Contacts saved in programs (ie Outlook or Windows Live Mail) will not be available.
  3. Enter the Subject Line and the main body of the email as normal.
  4. To send the email, click the icon across the top of a gray box with an envelope going into it, or click Send Message near the bottom left of the screen.

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.

Wi-Fi FAQ

How can I improve my Wi-Fi?

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  • The first step would be to power cycle your router by unplugging it from the power for 30 seconds then plugging it back in.
  • The second step would be to adjust your antennas. Do this by moving one of the antennas in a 90 degree angle.  By ensuring the antennas are not parallel to each other may be the solution to reaching the problem area. This step however can be skipped if you have a router with built in antennas.

Learn more about how you can boost your wifi signal here.

How to change Wi-Fi name and password?

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  • If you have a Wightman supplied router then you would need to give Technical Support a call at 1-877-327-4440 (Note: we are not able to give out passwords by email).
  • If you have a router that you have purchased then you will need to log into and go into your Wi-Fi settings. If you are unsure of how to do this, please refer to the manual for the router on contact the router manufacturer.

Need help to extend my Wi-Fi signal

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Is there anything that can help extend my Wi-Fi signal?

  • You could get a Wi-Fi extender. This allows you to help extend the Wi-Fi signal to places that you have an issue getting Wi-Fi to in your home.

Learn more about how you can boost your wifi signal here.

What can cause Wi-Fi interference?

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There are many things that can cause Wi-Fi interference within a home, for example:

  • Other electronics that give off a frequency: microwaves, baby monitors, devices with blue tooth turned on.
  • Some of the materials used in building the house: brick, concrete, plaster and lath (in older homes).
  • Even ordinary everyday items you have in your home: mirrors, fish tanks, metal filing cabinets.

What does Wi-Fi mean?

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  • Wi-Fi is a facility allowing devices like computers, smart phones, smart TV’s and other Wi-Fi enabled devices to connect to the internet within the area the router can broadcast to.

Why does my Wi-Fi not give me my full internet speeds?

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  • Not all Wi-Fi devices will be capable of providing the same speeds you would get with a wired connection.  Refer to your devices manual for specification regarding the Wi-Fi standard being used and its limitations.
  • It is recommended that only a single device is connected to the internet when testing your speed to help ensure you are getting the most accurate results.  You also want to ensure that any internet activity such as downloading or steaming is paused for the duration of the test.

Learn more about how you can boost your wifi signal here.

Support Contact Info

Technical Support 1-877-327-4440

24 hours a day, 7 days a week, 365 days a year 
Email Technical Support

Self-Help Support   


Customer Care 1-888-477-2177

Mon - Fri: 8AM – 7PM

Sat: 10AM – 4PM

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

Mon - Fri: 8AM – 7PM

Sat: 10AM – 4PM

Contact Us