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Frequently Asked Questions

 Q: What areas does Cybernet provide service for?
 A: Smithers, Telkwa, Houston, Hazelton, Suskwa, Topley,  Granisle, Kitwanga, Kispiox, Gitsegukla, and surrounding areas.  Click here for a pictorial representation of our service area.

Highspeed:

 Q: What highspeed packages does Cybernet offer?
 A: Please see our package listing here.

 Q: I'm a new customer but I don't know what size of  package I need. What do you suggest?
 A: Since everyone's internet usage is different, it is up to you to  decide what package you need. Below is a good idea of what  you can do on a 3 GB package each month (examples listed are  exclusive to each other: you can't download 4 movies AND listen  to 50 hours of streaming audio):

• View about 75,000 websites a month. That's about 2500 websites a day, and about 109 websites an hour for the entire month.
  
• Play about 100 hours of serious online gaming per month. That's at least 3 hours of online gaming a day.
  
• Watch 60 high-quality movie trailers.
  
• Listen to over 50 hours of streaming audio.
  
• Receive over 300,000 e-mails (over 10,000 e-mails a day).
  
• Download over 600 songs.
  
• Download 4 full-length movies.
  
• Send over 750 high-quality photos over e-mail.
  

 Q: I want to change my highspeed password.
 A: Click here to change your password.

 Q: I want to change my highspeed username.
 A: If you call Cybernet at 250-847-5020, we will be happy to  assist you.

 Q: How can I check my highspeed wireless traffic usage?
 A: Click here to check your highspeed wireless traffic usage.

 Q: My internet is not working.
 A: Here is what you can try before calling us, to try to get your  internet back up and running. You have a white box, correct?  There is a cable running from the radio outside to the white box.  It should be in the port labeled 'CPE'. Unplug that for a minimum  of 10 seconds and plug it back in. If you internet connection is  still not working, if you have a router, unplug the black power  cord on the router, confirm that the lights are off, and plug it  back in. Restart your computer.
 A: If that didn't work, click here to refer to our self help guide.

 Q: I'm using more bandwidth than I expected. What could  be the reason?
 A: We sometimes get customers who are concerned about their  high bandwidth usage. Often, it is attributed to programs or  services that the customer uses. If you are running file-sharing  programs such as Morpheous, Kazaa, Limewire, or Frostwire, be  sure to limit the amount of upload traffic you allow. If you  download a lot of movies, music or other software, be sure to  check your bandwidth usage often if you are worried about going  over your Cybernet bandwidth quota if you have one in place.

 If you are not running a file-sharing program, it could be possible  that your computer is infected with a virus. Be sure to have an  up-to-date anti-virus program, and periodically scan your  computer for viruses.

 If you any additional concerns about your bandwidth usage, call  us and we will look into it further.

 Q: My internet is slow. What could be the reason?
 A: People often believe that the internet is supposed to be near- instantaneous. This is not the case. A suitable analogy to the  internet is a highway system. Everything that goes to and from  your system from the internet traverses a variety of roadways  and intersections, each with their own capacity and speed limit,  and like traffic on the road, it is prone to delays.

 You will find that during the day, when most people are at work,  your internet speed will be faster than when people are at home  from work. This is because more traffic is on the internet  highway when more people are using it.

 Click here to test your internet speed. Be sure to choose  Vancouver as the destination pyramid, not Prince Rupert.

 If your internet speed is definitely not what is expected, do give  us a call and we will look into it further for you.

 Some things you can do to ensure that your computer is  operating at its full potential:

• Defragment your hard drive : After extended use, the Windows operating system will become fragmented. It is advised that every so often, you defragment your hard drive. To do this, in My Computer, right-click on your C: drive and choose Properties from the menu. Under the Tools tab, choose defragmentation, and defragment your hard drive. This process may take hours to complete, depending on the speed and size of your computer, so it is advised that you do this operation when the computer is not in use - possibly start a defragmentation operation at the end of the night and let the computer run until morning.
  
  
• Install more RAM : If you are running Windows XP, it is advised that you have at least 512 MB of RAM (memory). It is always better to have more, and you will notice an increase in speed in your computer's performance. However, the only internet performance increase you may notice is the amount of time the web browser software on your computer takes to display the page, since that software is local to your machine. The time it takes for a webpage to load will not increase, because that depends on the servers that are hosting the webpage, and that is out of your control.
  
  
• Be aware of file-sharing programs : If you run a file-sharing program, and have sharing enabled, this allows people to copy designated files off your computer, and this can also slow your computer and your internet connection down. It is also a huge use of internet bandwidth. If you use file-sharing programs, be sure to run them only when you are downloading a file, and limit your upload traffic.
  
  
• Routine Clean-Up : Everyone likes a clean house, and everyone likes a clean computer. So it is advised that you periodically take your computer into a certified computer shop for routine maintenance. What you can do yourself, however, is:
  
  
  • Delete your internet cookies
  • Delete temporary internet files
  • Delete items in the Recycle Bin
  • Defragment your hard drive
  • Run reputable anti-virus/anti-spyware software
  • Periodically do a full virus scan
  • Download advised updates

Dial-Up:

 Q: What does Cybernet's dial-up service offer?
 A: Click here for more information regarding Cybernet's dial up  service.

 Q: What is the dial-in number for Cybernet's dial-up  service?
 A: Smithers: 250-847-5154 (digital)
     Houston: 250-845-0039 (digital)
     For further assistance, please call the office at 250-847-5020
 Q: How can I check how many dial-up hours I have used?
 Q: How can I view my dial-up payment history?
 Q: How can I change my dial-up password?
 A: Click here to log in and view your dial-up information page.

Email:

 Q: How do I access my Cybernet e-mail?
 A: Click here to log into webmail. If that link does not work,  please log in by clicking here.

 Q: How can I set up Microsoft Outlook Express?
 A: Microsoft Outlook Express e-mail account setup instructions.

 Q: How can I set up Microsoft Outlook?
 A: Microsoft Outlook e-mail account setup instructions.

 Q: I'm getting spam that I don't want to see. How can I  reduce the amount of spam I get?

A: If you use Microsoft Outlook Express or Microsoft Outlook to receive your mail, you can create "rules" to catch any e-mail you don't want to see. This is something you must set up manually and add more rules as you get different spam.

To create a rule in Microsoft Outlook Express, click Tools -> Message Rules -> Mail, and check the appropriate boxes. In the bottom of the window a blue link will appear which you can click to add keywords, names, or other required information.

To create a rule in Microsoft Outlook, click Tools -> Rules and Alerts, and click the 'New Rule' button in the top left of the window. Highlight the appropriate task. In the bottom of the window blue links will appear which you can click on and add keywords, names, or other required information.

Other:

 Q: How can I re-configure my network settings?
 A: To reset your internet connection, follow the instructions  here.

 Q: How can I secure my router?
 A: To secure your router, follow the instructions available here.

 Q: Can I pay my Cybernet bill online?
 A: Yes. Cybernet has online banking options with the Royal Bank  of Canada (RBC), Scotia, and the Bulkley Valley Credit Union  (BVCU). Click here for instructions on how to pay online with the  BVCU.



 If you would like a question to be added to this page, please let  us know and we will be happy to consider your request.