Residential Internet Frequently Asked Questions

  • How to install a cable modem (wired & wireless)

    Installing a cable modem is a very easy procedure that does not even require you to open the case of your computer. Here's how to do it:

    1. Plug your cable modem into the wall outlet and connect your cable TV connection from the wall into the back of your modem. The connector on the back of your modem for the TV cable looks just like the TV cable connector on the back of a television.
    2. Once you plug in your cable modem to the wall outlet and the TV cable, you are ready to connect the modem to your computer via a Ethernet cable. Plug either end of the Ethernet cable into your computer and the other end into the jack on the cable modem that looks like a large telephone plug.
    3. Wireless modems connect the same way except you are not required to connect an Ethernet cable to every device. When the technician installs the wireless modem (or if you pick one up at our retail store) you will be given a wireless password that will allow you to securely surf the web wireless.
    4. You are now ready to use your cable modem and browse the Internet. Enjoy!

    What You Need:

    • Cable Internet access
    • Cable modem
    • Computer
    • Cable TV outlet
    • Ethernet cable to connect the modem to your computer
  • What are the incoming and outgoing mail server names for Access email?

    The incoming mail server name is:
    The outgoing mail server name is:

  • How do I access my email when I'm not at home?

    You can access your email from work by going to our Webmail page: from within this page you type in your user name and password, the username being the first portion of your or email address and the password that one of our agents gave you when the account was created. If you're not sure what the password is, you'll need to phone our 24/7 help desk and we can reset it for you. You'll need to have ID available and be listed on the account for us to do this for you.

    Please note: May not include messages previously read/downloaded/accessed from another computer unless you have selected the option to 'save a copy of mail on server' in your advanced mail profile settings.

  • How do I change my email password?

    You can change your password by logging into
    Click on Preferences, Change Password.

  • How do I change 'MyAccessMail' email address?

    You can change your email address by logging into and going to: Manage Email Addresses

  • Can I forward my Access email account to another email account like Google Mail?

    You can do this by logging in to
    Preferences-> Mail-> Check "Forward a copy to"-> enter e-mail address of target, explain "Don’t keep a copy of messages".

  • How do I sync MyAccessMail with my mobile device?

    Apple iOS Devices

    Syncing Mail
    Use IMAP with MyAccessMail. Ensure that you use IMAP and not POP – the POP protocol is not suitable for multiple devices accessing the same mailbox.

    Ensure that outbound mail is set to use port 587 and password authentication.

    Syncing Contacts
    For your contacts, to add a sync account, go to Settings, scroll to find Mail, Contacts, Calendars and then choose Add Account. Select “Other” from the bottom of the list of providers. Then select “Add CardDAV Account” and fill in the details as appropriate.

    Syncing Calendar
    For your calendar, is the same as above for syncing contacts. Go into the Calendar app to control which of the synced calendars is displayed, and assign colours to them.

    Android Devices

    Syncing Mail
    Use either IMAP with MyAccessMail or K-9 Mail (which is the suggested option and is free of charge through Google Play:

    Select IMAP as the account type. Security can be left set to “None”, but if you prefer encryption for the communication between the device and our server, “STARTTLS (Always)” should be chosen.

    Syncing Contacts
    To sync contacts between an Android device and the MyAccessMail, it is necessary to add CardDAV support to Android. This requires an add-on purchased for minimal cost from Google Play:

    Once this add-on has been installed, begin adding a new account from the system settings, and choose CardDAV as the type. From there you can select your contact folders. You can also name your contact folder. Also be sure to remove the checkmark from “Sync from server to phone only” if you want to be able to add and edit contacts on the phone. Please ok to bypass the warning.

    Syncing Calendar
    To sync the MyAccessMail calendar with an Android device, another add-on must be purchased from Google Play:

    Adding a CalDAV account to an Android device is very similar to syncing contacts. You may notice that each calendar appears twice in the list to choose which calendars to sync; be sure to select only one instance of the desired calendar(s). The same warning about two-way sync may appear; simply press OK.

    Blackberry Devices

    Syncing MyAccessMail with Blackberry devices is currently not available.

  • Does Access provide spam filtering with its email service?

    Yes, a spam score scores each email that comes through and if it scores high enough then a bounce back is generated and we return the email back to the sender. By doing this we've managed to cut down the incoming spam by millions of emails a day into our users in-boxes. Sometimes our spam filters mistake legitimate emails as spam so if one of your friends is having issues with their emails suddenly being rejected as spam you may want to decrease your filtering a bit.

  • How do I set my spam filter?

    Please call our help desk at 1-866-363-2225 (press "2", than "2" again) to help you adjust your spam filtering.

  • When I send an email to my friend that doesn't use an Access email address, how come my email is being rejected for abuse or spam?

    Unfortunately at times every Internet Service Provider (ISP) can run into problems where other companies block their email. An example would be if one or more of our customers have a virus on their computer that is spamming Comcast with 1000's of emails every minute from ( email addresses. In order to block the incoming emails, Comcast will block our whole company to protect their customers. We utilize this behavior as well to protect you from spam also. When it happens, forward the email to and we can put an unblock request in for you and have the blocks removed. It usually takes 1 to 2 business days for the company that has us blocked to have the block removed.

  • My friend is trying to send me email and when he sends it he gets a bounce back message saying his email is spam.

    We can't tell 100 percent without seeing the bounce back message being generated but the cause of this is usually our spam filter blocking them because their email messages appear to be spam.

  • How can I check to see if my PC is infected with a virus or Spyware?

    Usually your PC will start to act 'oddly', which can be 100's of symptoms but usually you'll notice major slowdowns of the PC itself and many pop-up windows appearing on the computer whenever you open up your web browser. 

  • Can you suggest a scanner I can use that's free?

    It's important that you know that if you're installing a free scanner it will not provide the same security level that you may want or get with a scanner that you pay for. Nor do we suggest that you install a free scanner. Since we cannot provide support for products that we don't provide to our customers, we strongly suggest you try our free 90-day trial of F-Secure, and if it doesn't meet your needs you can consider alternatives. If you're installing a free scanner on a computer that is already infected with a virus then you could be doing more harm than good.

  • What is BitTorrent and where do I find it?

    BitTorrent is a peer-to-peer file sharing protocol used for distributing large amounts of data over the Internet. BitTorrent is one of the most common protocols for transferring large files and it has been estimated that peer-to-peer networks collectively have accounted for roughly 43% to 70% of all Internet traffic (depending on geographical location) as of February 2009.

    Some of the more popular BitTorrent clients for windows and mac computers are as follows:

    Within these applications you can adjust the times that the application should share the files. It can also be configured on what to do upon shutdown (exit application or just minimize to the background) which could impact the amount of internet traffic your computer will use.

  • Does Access Communications offer wireless Internet service?


  • What kind of wireless is it?

    Our modems run 'Wireless-N' (otherwise known as 802.11n), in the 2.4GHz frequency band. They are also backwards compatible with 'Wireless-G' (802.11g).  If ANY device is running on 'Wireless-G', then all devices will use G, even if N devices exist

  • Is wireless Internet as stable as wired Internet?

    It can be. Wireless connectivity is subject to interference from other RF sources (even microwave ovens), and has to penetrate obstacles such as walls. All of this leads to a less than perfect signal, which can introduce additional latency that would not be present on a wired connection.

  • How many computers can we use at once?

    The router in the wireless modem (Arris/Motorola 6580) is able to support up to 200 computers connected via wireless or a wired connection. However, the modem only has one physical Ethernet port, so only one computer can be directly connected to the modem with a wired connection. A 'switch' or 'hub', purchased by the customer, can be connected to this port to increase the number of available wired ports.

  • What kind of encryption does Access Communications use?

    We use WPA2-PSK with AES, commonly known as Personal WPA, to secure wireless access to the modem. In order for a customer to be able to connect to our wireless network, their wireless adapter needs to be WPA2 compatible (most adapters manufactured in the past couple years are).

  • Can I change my wireless password to something of my choice?

    Yes, you can do this by logging in to and going to: Wireless Settings.

    The security of the wireless is directly connected to your passphrase. We want to ensure its security by generating a random and secure passphrase for you. The passphrase normally only needs to be entered once when adding a new computer to your wireless network, so you do not need to memorize it. Note that you will then need to enter the new passphrase on each computer that accesses your wireless network.

  • Does Access Communications supply wireless network cards?

    Wireless is an option, not a requirement, so we feel that it's the customer's option if they chose to have it or not. In other words, it's customer's choice if they would like to purchase a wireless card in order to have wireless Internet access.

  • Does Access Communications wireless Internet work with console systems like the Xbox 360, Playstation 3, Nintendo WII and some older wireless cards?

    Depending on how you want to have your gaming system set up, the best would be to contact one of friendly Internet Help Desk personnel to discuss which option would work best for you.  There are some situations, such as if you want to do any sort of port forwarding or other complicated wireless setup, including any online multi-player games that use port forwarding or need moderated NAT settings to work, then you should consider using our wired modems and running your own wireless router.   Please call us today and we would be happy to discuss the option that works best for you

  • Can cordless phones interfere with my wireless connection?

    Yes. Although cordless phones are usually designed to try to minimize interference, most do use the same 2.4GHz band as the wireless Internet service, and they can interfere if they are on the same channel. You should try to change to the channel used by the cordless phone. If this is not possible or does not resolve the issue, the wireless modem's channel can be changed through Account Online, or by calling the Internet Help Desk.

  • If I have a wireless router, do I need a wireless modem?

    No. If you have your own wireless device there isn't really a need to install a wireless modem. In fact, the networks could interfere with one another, and cause additional problems.  You will still require a wired modem.

  • How can I check my data usage?

    We recommend that you view your data usage on Account Online Click on the ‘Internet Service’ icon. If you are not set up you can Register Online, or contact our Customer Care Support at 1-866-363-2225 and choose option2, 2.

    You can view your usage online in detail by monthly, daily and in 10 minute increments.

  • What data is included with what Internet package?

    AccessInternet Speed

    Data Allowance

    Access HyperSpeed 100 500 GB
    Access HyperSpeed 50 400 GB
    Access HyperSpeed 25 200 GB
    Access HighSpeed Platinum 150 GB
    Access HighSpeed Gold 100 GB
    Access HighSpeed Silver 50 GB
    Access HighSpeed Bronze 20 GB


  • Why are you trying to limit my data for my Internet product?

    The purpose of Data Allowances are to minimize the impact that heavy users have on the network, we want to ensure our network performance is not impacted and that all customers can enjoy the advertised speeds that they subscribe to.

  • Where is AccessHyperSpeed available?

    HyperSpeed 50 and 100 is available in: Regina (all neighbourhoods), Coppersands, Emerald Park, Pilot Butte, White City, Balgonie, Milestone & Martensville

    HyperSpeed 20 is available in: Yorkton, Melville, Estevan, Weyburn, Bienfait, Midale, Yellow Grass, Indian Head, Nipawin, Moosomin, Kindersley & Warman

  • When will AccessHyperSpeed be available in other Access Communities?

    We are currently reviewing the potential to expand AccessHyperSpeed within many of our larger communities. There are no set dates at this time.

    We recently performed plant upgrades within Estevan and Weyburn which has improved the overall quality of the network in both of these communities.

    We are continuously reviewing our services within our communities and always looking to expand/improve services whenever possible.

  • What modems are required for AccessHyperSpeed?

    In order to receive AccessHyperSpeed, you must have one of the following modems:

    Wireless Modems: Motorola SBG6580 or Arris DG860P2
    Wired Modems: Mototrola SB6180 or Arris CM820

  • Will my older wireless device work with AccessHyperSpeed?

    Older wireless devices using wireless standards 802-11b or 802.11g will work but there are limitations. These are older wireless standards that are only capable of achieving the following maximum speeds:

    Wireless 802.11b - Maximum speed is 11 Mbps, this is a very old wireless standard that is rarely used today.

    Wirless 802.11g - Maximum speed is 54 Mbps, this is an aging wireless standard and is common on older wireless devices (i.e. laptops that are 5+ years old).

    In order to get the full benefit of AccessHyperSpeed, we recommend using wireless devices that support 802.11n which offer a maximum speed of 600 Mbps. Most laptops & tablets made since 2009 use the 802.11n standard however most of these only support up to 150 Mbps. If upgrading an older laptop you can purchase a USB Wireless N adapter for approximately $20-30 from most computer shops.

    Please note there are other factors that can limit your Internet speeds on older devices such as operating system limitations and processor & hard drive speeds. If you are unsure which wireless standard your device uses or if your system is capable of using AccessHyperSpeed please contact your device manufacturer for more information.

  • Will connecting a mix of older wireless 802.11b & g devices with newer 802.11n devices affect my speeds?

    Yes, especially if using older 802.11b devices which only support speeds up to 11 Mbps. Most wireless routers are able to support mixed mode connections however in some instances they can only go as fast as the slowest device connected. For example, if you connect an older laptop that supports wireless 802.11g and a brand new laptop that supports 802.11n the maximum speed for both devices may only be up to 54 Mbps, which is the fastest speed wireless 802.11g devices can achieve.

    In order to get the full benefit of AccessHyperSpeed, we recommend only connecting wireless devices that support 802.11n.

  • Will connecting a mix of older wireless 802.11b & g devices with newer

  • How can I tell what wireless network I have?

    For PC Computers:
    1. Go to Start Menu and open Control Panel
    2. In the Control Panel, open Device Manager
    3. Locate Network Adapters in the Device Manager list. Click on the plus sign next to Network Adapters to expand a list of all network devices on your computer. Your wireless card should be listed.
    4. The name of the adapter should include the speed your adapter supports.

    For Mac Computers:
    1. Click on the Apple Icon - About This Mac - More Info - System Report
    2. Click on Wifi on the left hand side - it will be listed under Supported PHY Modes

  • What operating systems does AccessHyperSpeed support?

    Windows Vista, Windows 7 & Windows 8 are officially supported for AccessHyperSpeed. Older versions of Windows (Windows 2000 & Windows XP) will work at lower speeds but due to their age and OS limitations are not suitable for speeds above AccessHyperSpeed 20.

    Mac OS X Lion and above are also supported.

  • What is a domain?

    A domain is a place or a neighbourhood on the Internet, like, or

    Domain names are kind of like a prospector’s mining claims; if you have registered a domain name, you have the right to develop services at that location. However, that's all that a domain is — just the right to use it. Developing the actual services (such as a web server) is completely different story.

    Because it's like a neighbourhood, domain names are not individual computers. The name of the computer is prefixed to the domain name, and is known as the host or host name. An example of a host name is www, and the full address to that server would be the host name prefixed to the domain name, such as

    There's nothing that requires your web server host name to be called www, you could call it webserver if you wished. The host name www is simply a common name for web serving hosts.

  • What do I need to do to have my own domain name?

    To use your own domain name, you have to register the name you want with the relevant authority.

    Once your domain name is registered, you need to arrange for DNS hosting. This is what translates the name into an IP address (i.e., InterNIC and CDNnet both require you to have two DNS hosts for your domain name, to ensure that DNS will be available even if one server is down.

    For domain names ending in .com, .org, .net, or .edu please see ICANN's list of approved registrars for more details ( For domains ending in .ca,, or, visit for more details. There will be a charge associated with registering your domain name with the domain name authority.

    Access Communications is not involved in the domain registration process; but, if you wish to have us host your domain name record on our server you will need to supply the following information:

    1. Primary DNS server name: IP address:
    2. Secondary DNS server name:
    IP address:

    Please note that there is a fee associated with having Access Communications host your DNS record. It's explained in the Access Communications DNS hosting section.

  • How do I register a domain name?

    For a domain name ending in .com, .org, .net, or .edu please see ICANN's list of approved registrars for more details. For domains ending in .ca,, or, please see for more details. Please note that there will be a charge associated with registering your domain name with the domain name authority. Access Communications is not involved in the domain registration process. If you wish to have us host your domain name record on our server you will need to supply the following information:

    Primary DNS server name: IP address:
    Secondary DNS server name:
    IP address:

    Please note that there is a fee associated with having Access Communications host your DNS record, explained in the Access Communications DNS hosting section.

  • Access Communications DNS Hosting

    Once you have your domain name registered, you need to find two DNS servers to host your DNS records. Access Communications can host the DNS records for your domain. The charge is a one-time charge of $50 (we can process several changes at once).

    We have a standard way of setting up DNS records, but if you're a DNS expert and want custom records set up a specific way, we can use your details as long as you forward a functional complete DNS record.

    To set up or make changes to your DNS record(s), please call our Help Desk at 306-565-5357 in Regina or 1-877-469-0418 province-wide. A one-time charge of $50 applies per setup or change request.

  • Access Communications Virtual Domain Web Hosting

    With a virtual server, we configure our web server to respond to requests for your domain name. Just like a regular user web space, you FTP in to your virtual server to set up your website.

  • Access Communications Virtual Domain Email Hosting

    With a virtual server, we configure our dedicated virtual email server to respond to requests for your domain name. It's $29.95 per month or both email and web hosting for $39.95.

  • Access Communications HighSpeed Cable Modem Service

    If you have a cable modem and have already registered your desired domain name, you can run your own DNS and/or web server on your very own computer. If you are running only a web server and not a DNS server, an important step is to arrange with someone else to host your DNS record. This is what directs, or resolves, a fully qualified domain name to the IP address of your computer.

    This method of web hosting costs nothing, beyond being a WAVE cable modem subscriber, but requires you to run your own web server and possibly DNS server. Note that if you do not run a DNS server, that there may be a fee associated with someone else hosting your DNS, depending on where you get it hosted.

    Access Communications cannot provide support for your web or DNS server if you choose to run your own. Please also be aware of the WAVE contractual obligations relating to reselling of bandwidth and appropriate use of the WAVE.

  • FAQ regarding Copyright Infringement

    Effective Jan 1, 2015, Access Communications has a legal obligation to forward notices of copyright infringement that we receive from copyright owners as per the Copyright Modernization Act.

    Further information on the notice and notice system can be found on;

    The legislation forces all internet service providers to follow the following process:
    1. We have to forward notice to the IP address identified in the notice
    2. Send a message back to the person who sent us the notice which advises that the notice has been forwarded to the customer (With this email, there is NO CUSTOMER INFORMATION PROVIDED) THE PRIVACY OF OUR CUSTOMERS IS OUR NUMBER ONE PRIORITY)
    3. Archive all of the messages for a minimum of 6 months. This information is required to be retained in case we receive a court order to release the customer information. A court order would be the only time we would ever release customer information.

    Our customers’ privacy remains our number one concern. Please reference the Access Communications Privacy Policy to learn more.

    What is copyright infringement?
    Copyright infringement occurs when protected content is copied, downloaded and/or shared without legal consent from the rights holder.

    Why have I received this notification?
    You have received a copyright notification as Access Communications has been notified by a rights holder that your Internet Protocol (IP) address has been associated with an alleged copyright infringement, and Access Communications is legally obligated to forward a copy of the content owner’s notice.

    Content owners, not Access Communications, monitor various websites that use sharing services and inform us when an Access IP has been associated with a possible copyright infringement.

    Has my information been provided to the rights holder?
    Access Communications will not provide any information regarding customers' accounts to rights holders without a Canadian court order directing us to do so.

    What are the details of the copyright infringement claim?
    Right holders will provide certain details about an alleged infringement including title, source, timestamp, and IP. Access Communications is unaware of and will not seek any further details related to the copyright infringement claim, nor will Access Communications assess the merits of the claim.

    Are you monitoring my Internet usage?
    Other than quantity of data transfer, Access Communications does not monitor your internet usage. The content owner associated with this message has determined that your IP was involved in a copyright infringement claim.

    What should I do now?
    Access Communications is unable to advise you on a course of action, but if you have questions concerning this matter, you may wish to contact the content owner directly. Contact information for the rights owner can be found attached to the notification email.

    I believe someone else has used my Internet connection. What should I do?
    If you believe that someone else has caused this infringement claim by using your Internet connection please ensure that your wireless network is secured (password protected) and that you are using antivirus software to protect your PC.

    Does receiving a notice mean I am going to be sued for copyright infringement?
    A notice of alleged infringement is separate from any lawsuit for copyright infringement. There is no legal obligation to pay any settlement offered by a copyright owner.

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