Internet Services FAQ

If you're having trouble setting up or using your Internet access, the following list of frequently asked questions may help you get back on track. We strongly advise you to refer to this page before calling Allstream. If you still can't connect to or use your Internet service after consulting this Internet FAQ, don't hesitate to call us.

Select the issue category that applies to you:

Connecting to the Internet
Using Email
Travelling
Other Questions

1. How can I configure my dial-up connection to the Internet?
The process can vary depending on which operating system you're running. Step-by-step instructions for all supported operating systems are located here: http://www.Allstream.com/customercare/software.html#dialer-help

2. My modem's connection speed seems slow. How can I speed it up?
For more information on configuring your modem, click on either of these two pages: http://www.Allstream.com/customercare/modem-telco.html or http://www.56k.com/

3. I've just bought a new computer. How do I set up Internet Explorer?
Please visit http://www.Allstream.com/customercare/software.html for details.

4. I often receive errors when dialing up, which suggests I've entered my username or password incorrectly. Why is this?
There are several reasons why this could be happening:

1. Your Allstream password is case-sensitive, so you should make sure you haven't entered your password while the CAPS LOCK key is active.
2. When dialing in to Allstream's Canadian dial-up access network, you must use the email address of the primary account holder. So if your primary email address is joeuser@Allstream.net, then you must use that email address in full as your dial-up username.
3. As many Allstream accounts include additional email addresses, ensure only your primary email address is used when dialing up.

* Many users with multiple email accounts manage mail from separate computers. When the one user account is logged in from multiple locations simultaneously, your account will incur a small charge of $1.25 per hour.

5. Sometimes when I dial up to the Internet with my Windows PC, I get a 'port already open' error message. What does this mean and how can I fix this problem?
The error message, 'port already open' indicates one of two likely scenarios:

1. Either another program on your computer (such as fax software) is using your modem; or
2. Windows failed to release the modem the last time you disconnected from the Internet

Often, simply restarting your computer can fix this problem. If this doesn't resolve the issue, contact us directly for further support at 1-866-282--0111.

6. I sometimes receive a "no dial tone" error message when dialing into the Internet.
No dial tone indicates that your modem can't detect a dial tone. Most commonly, this simply means that the voice mail system on your telephone line is alerting you to a message. If you check your messages, that alert will clear and a normal dial tone will be present on your line. Other causes might include an unplugged phone cable or an off-hook extension elsewhere on the line. For more dialing assistance, please see: http://www.Allstream.com/customercare/residential/telco.problems.html

• Connect to the Mailbox Manager website (https://www.Allstream.com/bin/mailboxmanager) and log in using your primary account username and password
• Select "Manage"
• Choose "Details"
• Select "Show me my mailbox contents"

This option will let you see information about your messages that are stored on our server. You can see the sender, the subject and the email's total size, including any attachments. Next to each entry is an option to select and delete specific messages.

1. I'm travelling across Canada. Where do I find your access points?
You can either visit http://www.Allstream.com/bin/popinfo or call us at 1-888-655-7671 to hear our interactive access number selector.

2. I am travelling with my computer to the United States. Can I use my Allstream account to dial locally?
Allstream's Remote Access Manager software includes access numbers from more than 1,500 dial-up access points throughout the US. As these access numbers change, you can update the list using the Remote Access Manager. You can get a copy of this software from https://www.Allstream.com/bin/account_info.

2. My friend's ISP lets her check email from that ISP's website. Do you offer a service like this?
No. The best option available for this is to perform a web search for 'web-based pop3 email checking'. Most of the sites returned from that search will prompt you for your email address and email password. They will also ask for your provider's incoming email server, which in Allstream's case is inbox.Allstream.net. Please note that since these web-based email sites are not the property of Allstream, we cannot provide any warranty for their use.

1. My account includes a personal website but I don't know anything about web design or how to upload content. How do I get started?
Visit https://www.Allstream.com/bin/pbuilder. After you log in with your Allstream userID and password, we will provide instructions for getting started with your own personal Allstream web page. You can either use our pre-formed website setup wizard or follow the instructions for configuring and uploading your own web content.

2. Where can I see my invoice?
Please go to https://www.Allstream.com/bin/invoice.

Back to Top

For more information please contact us using one of the following methods:

• Complete our Information Request form
• Contact your Sales Representative
• Call us at 1 888 811-6301