Frequently asked questions

If your question isn't listed below and you think it should be, please let us know! Call us at 250-847-5020 or send us an email.

My Internet is slow. What could be the reason?
Think of the Internet as a highway system: whenever you use it, data travels back and forth between your system and the Internet. Data traverses a variety of roadways and intersections, each with their own capacity and speed limit; like traffic on the road, it is prone to delays.
During weekdays, for example, most people are at work so your Internet speed will be faster than when people are usually home from work in the evenings. 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 exceptionally slow, please call us and we’d be happy to look into it for you.

Here are some other things you can do to ensure your computer is operating at its full potential:

• Defragment your hard drive: After extended use, the Windows operating system will become fragmented. It’s a good idea to get into the habit of defragmenting your hard drive once in awhile; set a reminder to do this once a month and it’ll help your computer run more smoothly. To defragment your hard drive, click on My Computer, then 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 in the evening after you’re finished using the computer, and leave it on to complete the process throughout the night.
• Install more RAM: If your computer is running slowly, you may require more RAM (memory). It is always better to have more, and you will notice an overall increase in your computer’s speed and performance.
• Be aware of file-sharing programs: If you run a file-sharing program (e.g. uTorrent, Vuze, Morpheous, Limewire, BitTorrent, Frostwire, or eMule), and have sharing enabled, this allows people to copy designated files from your computer, which uses a large amount of bandwidth and can slow down your computer and Internet connection. 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: It is advised that you periodically take your computer into a certified computer shop for routine maintenance. What you can do yourself, however, is:
1. Delete your Internet cookies
2. Delete temporary Internet files
3. Delete items in the Recycle Bin
4. Defragment your hard drive
5. Run reputable anti-virus/anti-spyware software
6. Periodically do a full virus scan
7. Download advised updates

My Internet is not working.
Here is what you can try to get your Internet back up and running before calling us. You have a white box, correct? There is a cable running from the radio outside to the white box; it should be plugged in the port labeled 'CPE'. Unplug the cable for at least 10 seconds, then plug it back in.
If your Internet is still not working, try unplugging the black power cord on your router. Confirm that the lights on your router are off, then plug it back in and re-start your computer.
If that didn't work, please give us a call at 250-847-5020.

I’m using more bandwidth than I expected. What could be the reason?
Downloading or streaming music and movies, playing online games, and video-chatting require high bandwidth to run. For example, downloading a single feature-length movie uses approximately 700 megabytes (MB), which would use up 70% of your monthly allowance if you’re on our ‘Lite’ 1GB Cost Controlled Plan. In this case, you may want to upgrade your plan to best suit your needs.

If you’re running file-sharing programs (e.g. uTorrent, Vuze, Morpheous, Limewire, BitTorrent, Frostwire, or eMule), be sure to limit the amount of upload traffic you allow. This can be configured in your Settings menu. If you download a lot of movies, music or other software, check your traffic usage often if you are worried about exceeding your bandwidth quota. To check your traffic, simply log into your Cybernet account on our website and click “Check traffic.”

If you're using an email client like IncrediMail, Thunderbird, Outlook, or Windows Live Mail, there may be large email messages lagging in your inbox or outbox. This lag could be causing your computer to use high volumes of traffic in its effort to send or receive the email. This often happens with emails containing large attachments such as high-resolution photos or videos. Check your outbox and delete any messages that appear to be lagging. Update your email client's settings to send and receive email less frequently; for example, rather than having your email client run a send/receive every 2 minutes, set it to only send/receive every 15 minutes. This will help cut down on the volume of traffic related to email downloads and uploads.
If you are not running a file-sharing program or using other high-bandwidth functions, your computer may be infected with a virus. Be sure you have an updated anti-virus program installed on your computer, and periodically scan your computer for viruses.
If you have any additional concerns about your bandwidth usage, call us at 250-847-5020 and we’ll be happy to look into it further for you.

How can I check my high speed wireless traffic usage?
Click here to check your high speed wireless traffic usage. (insert hyperlink to

I want to change my high speed password.
Click here to change your password. (insert hyperlink to

I want to change my high speed username or password.
Please call Cybernet at 250-847-5020 and we'll be happy to assist you.

I don’t know which monthly plan to choose. What do you suggest?
The answer depends on what types of activities you typically do online. If you’re using the Internet to download music and movies, play online games, stream audio or video, or webcam-chat with people in other locations, you’ll likely need a higher data allowance than someone who is using mostly basic functions such as email and web surfing.

You can find more information about our plans here. Plans start at $19.95 for 1 gigabyte (or 1000 megabytes) of monthly data allowance, and run up to $99.95 per month for 15GB of traffic. The list below shows some of the most common activities and their average data usage; please note that these are averages and several other variables can affect the traffic usage of each activity:

A web page    0.17 MB / 0.00017 GB
A small novel    1 MB / 0.00098 GB
A high-resolution photograph    2 MB / 0.00195 GB
A game or app download    4 MB / 0.00391 GB
A 10 minute YouTube video    10 MB / 0.00977 GB
A full-length MP3 album    60 MB / 0.05859 GB
A feature-length movie    700 MB / 0.68359 GB
Feel free to give us a call anytime at 250-847-5020 or email to discuss your Internet needs and get help in determining which package is best suited to your needs.
What areas does Cybernet provide service for?
We provide high-speed wireless connection in Smithers, Telkwa, Houston, Hazelton, Suskwa, Topley,  Granisle, Kitwanga, Kispiox, Gitsegukla, and surrounding areas. We are currently expanding into the Terrace area as well; please contact us for more information by phone at 250-847-5020 or by email.



Latest News

What to know and do about scams in the news

What to know and do about scams in the news

View all News »

Did You Know?

Cybernet offers both personal and professional training opportunities for individuals and businesses.


"We had an incredibly successful year, and couldn't have done it without your help. Connections are never easy up on a mountian and yet Cybernet has been able to service and keep the...

Read More Testimonials »

Contact Info


Hours of Operation:
Monday-Friday 9am-4pm

Box 2678 12-3167 Tatlow Road
Smithers BC V0J 2N0

Enews Sign-up