Top 5 Questions
1. I can't get online. What should I do?
2. How do I setup my email account(s) and create new email addresses?
3. How do I access my email account(s) when I am away from home?
4. I am unable to send and receive email. What should I do?
5. My email program says that it cannot find/connect to the email server. What should I do?

More Frequently Asked Questions
My friends are getting bounce backs with an "over quota" error when they try to email me. What should I do?
I use a 3rd party email provider and cannot send mail. What should I do?
I can access websites on my computer but my email will not connect. What should I do?
What is the file size limitation on email attachments?
How do I check my internet speed?
How do I report internet attacks and SPAM abuse?
I think my computer has a virus. What should I do?
WebMail FAQs
WiFI: How do I setup and connect to my WiFi network?
WiFi: I can't connect to my home network. What should I do?
WiFi: My home networks wireless signal is weak. What should I do?
WiFi: My wireless network seems, slow. What should I do?
WiFi: My computer(s) do not see any available wireless networks. What should I do?

I can't get online, what should I do?

Shut down the computer and unplug the power cord for the cable modem and router (if present).

• Reconnect the power cord to the cable modem and allow 2 minutes for it to connect.

• Note: The majority of our cable modems have 4 solid lights when they are working properly.

• Make sure all other wired connections to the cable modem are tightly secured.

• If applicable reconnect the power cord to the router and allow 2 minutes for it to connect.

• Power on the computer and attempt to connect to the internet again.

• If the problem remains and there was a router present try connecting the modem directly to the computer and attempt to connect to the internet again.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

How do I setup my email account(s) and create new email addresses?

Email addresses can be easily created by contacting us for assistance. Please call technical support @ 1-888-345-1111 to setup your email account and create new email addresses. We are also available to provide all the required settings for setting up these email addresses if required.

 

How do I access my email account(s) when I am away from home?

Eastlink WebMail was designed with our customers’ needs in mind. We offer a secure web platform from which you can access your Eastlink email anywhere in the world. The service is free of charge and included as part of your High Speed Internet service. Eastlink WebMail is also fully supported by Eastlink Technical Support.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

I am unable to send and receive email, what should I do?

Restart the computer and try to send/receive email again.

Ensure you can connect to websites, if not see: I can't get online, what should I do?

Take note of any presented error messages.

Temporarily disable firewall, anti-virus, and spam blocker software.

Attempt to send/receive email via Eastlink WebMail and take note of the results.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

My email program says that it cannot find/connect to the email server, what should I do?

Ensure you have internet connectivity by accessing a website, if this fails refer to: I can't get online, what should I do?

Restart the computer and try to send/receive email again.

Take note of any presented error messages.

Look for spelling errors in the email server name and if applicable correct in the email account settings section of your email program.

Temporarily disable firewall, anti-virus, and spam blocker software.

Attempt to send/receive email via Eastlink WebMail and take note of the results.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

My friends are getting bounce backs with an "over quota" error when they try to email me, what should I do?

If you have setup your email client to leave a copy of your messages on the mail server you may need to reduce the number of days before deletion in your email account settings.

If you access your email via webmail, you may need to delete some of your messages and/or empty the Spam and Trash folders to free up more storage space.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

I use a 3rd party email provider and cannot send mail, what should I do?

Most Internet Service Providers filter outgoing email traffic in an effort to combat spam and as such if you are attempting to send email with a non-Eastlink provided email address while connected to Eastlink internet service you would need to have the email account configured to use smtp.Eastlink.ca as the outgoing email server. 

Webmail access to a 3rd party email account would not require the use of smtp.Eastlink.ca as the outgoing email server.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

I can access websites on my computer but my email will not connect what should I do?

Restart the computer and try to send/receive email again.

Take note of any presented error messages.

Look for spelling errors in the email server name and if applicable correct in the email account settings section of your email program.

Temporarily disable firewall, anti-virus, and spam blocker software.

Attempt to send/receive email via Eastlink WebMail and take note of the results.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

What is the file size limitation on email and attachments?

The maximum size for an email to be successfully sent / received with an Eastlink email account is 30 megabytes.

 

How do I check my Internet speed?

Run a Speedtest at: http://speedtest3.Eastlink.ca/, make note of the date/time and the results.

Poor Test Results?

There are external factors that can impact the results of your speed test.

If you have a software firewall:

Temporarily disable the firewall and test the speed again.

If the speeds have improved the firewall may need to be reinstalled or reconfigured.

If you have a router:

Bypass the router and connect one computer directly to the cable modem and test the speed again.

If the speeds have improved, the router may need to be reconfigured or reset.

If direct connection to a single PC:

Restart the computer and boot into Safe Mode With Networking:

Have the customer restart their computer.

While the PC is rebooting, repeatedly press the F8 key until a Boot Menu appears. (Some PC’s use F12)

From the Boot Menu, use arrow keys to select Safe Mode with Networking

Press Enter, when Windows fully loads, Test the speeds again

If the speeds have improved there is potentially software loading with Windows that is impacting your internet speed.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

How do I report internet abuse and SPAM?

We request that all abuse reports be submitted via the form located here.  This form assists us in expediting abuse investigations and resolutions and ensures we receive all the required information.

 

I think my computer has a virus, what should I do?

If / when you suspect that your computer has been infected with a virus there are certain precautions you should take.

Do NOT:

Send emails.

Use online banking.

Access websites requiring that you supply login credentials.

Eastlink wants to ensure our customers are protected while surfing the Internet. This is why we offer a range of security services designed for users looking to enjoy the benefits of the Internet while helping to protect their system from Internet threats.  Whether you are looking for virus protection, establishing a firewall to prevent unwanted intrusions into your system, or utilizing parental controls to ensure a safe family oriented environment for your children, Eastlink offers affordable and convenient security services for today's Internet surfer.

Click here for more details on Eastlink Internet Security Services.

 

Webmail FAQ

For additional support call 1-888-345-1111 or click the online chat button for further assistance.

 

How do I setup and connect to my Eastlink WiFi network?

The WiFi setup instructions can be found here.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

I can't connect to my Eastlink WiFi home network, what should I do?

Shut down the computer(s) and unplug the power cord for the cable modem.

Reconnect the power cord to the cable modem and allow 2 minutes for it to connect.

Make sure all connections to the cable modem are tightly secured.

Restart the computer and attempt to establish connection again.

WiFi setup instructions can be found here.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

My Eastlink WiFi home networks wireless signal is weak, what should I do?

Positioning Your Modem

You'll want to put your wireless modem somewhere where it will produce the strongest signal with the least amount of interference.

Away from mirrors, concrete, other wireless devices, metal objects, cupboards, bookshelves, etc. 

The fewer obstructions between your computer and the modem’s signal, the more likely that you'll get full signal strength.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

My Eastlink WiFi home network seems slow, what should I do?

The fewer obstructions between your computer and the modem’s signal, the more likely that you'll get full signal strength.

Speeds can be impacted when multiple devices are being used with heavy traffic demands.

Downloading large files, streaming audio/video, etc.

Shut down the computer(s) and unplug the power cord for the cable modem.

Reconnect the power cord to the cable modem and allow 2 minutes for it to connect.

Restart the computer and recheck the connection speed.

Your computer’s wireless adaptor may be configured for, or only support, older wireless capabilities

802.11b or 802.11g rather than 802.11n.

Note: If you are unsure of your wireless device’s configuration, contact your computer manufacturer.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

My computer(s) do not see My Eastlink WiFi home network, what should I do?

The fewer obstructions between your computer and the modem’s signal, the more likely that you'll get full signal strength.

Ensure that the wireless adaptor on your computer is enabled.

Shut down the computer(s) and unplug the power cord for the cable modem.

Reconnect the power cord to the cable modem and allow 2 minutes for it to connect.

Restart the computer and recheck the available wireless connections.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.