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Cable Internet FAQs
How much usage am I allowed each month?
You can use between 5 GB to 125 GB each month, depending on your Internet package.
What am I charged if I go over my limit?
Northwestel charges $7.50 for each additional GB that you use during the monthly billing period.
Why does Northwestel have limits on Internet usage?
The usage limits ensure network reliability and make sure all High Speed Internet users enjoy a fun, fast and reliable Internet experience. The limits impact only a very small number of customers.
Does Northwestel watch what I do on the Internet?
Northwestel only tracks how much you use the Internet. Our measurement tools do not track what you do with your Internet service.
What is Internet usage?
Internet usage is the amount of data your computer sends and receives from the Internet. You send, or upload, data to the Internet when you email and share files or photos. You receive, or download, data when you receive email, visit websites, or purchase music files from the Internet.
How do I know if I'm close to my usage limit?
You can check your usage at any time. Enter your 12-digit MAC address found on the bottom of your modem. Select the month you want to track. Select gigs in the Data Format section.
This tool is updated daily throughout the month. Use it regularly to help avoid additional charges for going over your monthly limit.
Can I "roll-over" my allowed usage to the following month?
No, you cannot roll-over usage limits. This means that one-month’s left-over usage limit cannot be used to cover any over use in the following months. No Internet provider with usage limits allows this as it defeats the purpose of having limits. If roll-overs were permitted Internet networks would become congested, making Internet access slow and unreliable.
What should I do if the power goes out and I lose my connection?
If the power goes out at your home, or if the power goes out at our cable head-end, you will lose your Internet connection. If this happens, wait until the power is restored (you will know if our cable network is powered by turning on your television) and then try to log on. If the modem does not connect, first try unplugging the modem and then immediately plugging it back in. In almost all instances, the modem will come back on. If it does not, please call our technical support desk at 1-888-423-2333.
What do I do if I have a time-out or if the network goes down?
Occasionally, a network outage will occur that may last more than 30 minutes. If such an outage occurs and it is planned, we will inform you in advance. If the outage is not planned and your service is not restored within 30 minutes, please call our technical support desk at 1-888-423-2333.
Can I change my e-mail address?
You can change your e-mail address any time. Simply e-mail, write or fax us with the original e-mail name and the new name you want. It will take approximately 48 hours for this new name to be set up.
How do I change my e-mail password?
It’s easy to change your e-mail password. Once you have logged into your webmail account, go to the options menu and select "password" from the left hand side. You can change your password as many times as you like. If you forget your password, let us know, and we will change your default to your original password.
What do I do if my e-mail isn't working?
There are a number of small steps you can try before you call us:
- Check your spelling carefully
- Type everything in lowercase
- Ensure that your mail servers are set-up correctly in your settings; your incoming mail should be pop3.theedge.ca and your outgoing mail should be smtp.theedge.ca
- Ensure that the following two boxes are left blank
For residents in Yellowknife, High Level, Fort Nelson and Whitehorse, download our e-mail troubleshooting guide here
For Norman Wells residents, download our e-mail troubleshooting guide here
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For Whitehorse customers needing help to setup their e-mail, download our email setup guide here
Where can I get information about troubleshooting for my Cable Internet service?
Depending on the version of Windows your computer is running, you can download information here:
If you do not find the information you need in these troubleshooting guides, please contact our technical support desk at 1-800-661-0834.
What security measures are in place to protect your customers?
Northwestel has security measures in place that protect all of our hardware and operating software. However, security on individual computers is the responsibility of the user. We recommend installing a port blocker or firewall.
How can I protect myself against viruses?
Take these simple inexpensive precautions to protect yourself from viruses.
- Install anti-virus software. Invest in a good anti-virus program from a well-known software publisher. Two of the best-known sources are McAfee and Norton/Symantec. This software can often be downloaded from the web through a subscription service that gives you a year's worth of protection for a reasonable price. You can also shop around for the disk version.
- Update your anti-virus software frequently. Update your program's virus signature files (or “definitions”) at least weekly. Hundreds of new viruses are discovered each month, so two-month-old virus definitions aren't protecting you from the new bugs. You should also occasionally update the product's scanning engine as well. Most often, you can set up your program to update itself automatically over the Internet.
- Back up your files on a regular basis. If a virus destroys your data, at least you can replace it with your back-up copy. You should store your backup copy in a separate location from your working files, preferably not on your computer. Use floppy disks, writable CDs or removable media like Zip disks o backup your computer.
- Do not open e-mail from an unknown, suspicious or untrustworthy source. If you don't know where it's from, just throw it out.
- Do not open any files attached to an e-mail unless you know for sure what it is, even if it appears to come from a friend or someone you know. Some viruses can spread themselves through an individual's e-mail. A friend may be sending you a virus without even knowing it. Better be safe than sorry - call them to confirm that they really sent it and ask them what it is.
- Do not open any files attached to an email if the subject line is odd, uncharacteristic, questionable or unexpected. If you absolutely must open it, save it to your hard drive first and give your anti-virus software the chance to check it out.
- Delete chain and junk emails. Do not forward or reply to any of them. These types of e-mail are unsolicited and intrusive and they clog up the network. Replying to it just keeps it coming. These junk mail messages are referred to as “spam.”
Exercise caution when downloading files from the Internet. Ensure that the source is a legitimate and reputable one. Verify that an anti-virus program checks the files on the download site. If you're uncertain, don't download the file at all or download the file to a floppy and test it with your own anti-virus software. - Do not download any files from unknown sources.
- Keep all your software up to date, including your operating system, web browser and e-mail client. Check with your product vendors for updates they are frequently available and may include fixes for security holes, bugs and weaknesses in the program.
Can I get a static IP address?
No, we only issue dynamic IP addresses with our personal service. This is a security feature designed to discourage the use of Web or FTP servers.
How can I test the performance of my cable modem?
Our Internet speed test will give you an indication of your speed within our cable network in Yellowknife.
To test the speed on the Internet connection going south, you can try a variety of different speed tests on the Internet, including zwire.com , ComputingCentral.com or PcWorld.com. Remember that your speeds can be affected not only by the number of users on the network, but also by the sites you are visiting and the networks in between.
Who should I contact when I have a problem or question?
For Internet questions or help, please call our technical support desk at 1-888-423-2333.
Where can I find information on Northwestel’s policies for Cable Internet service?
Northwestel’s Cable Internet Terms of Service
document is the agreement between Cable Internet customers and Northwestel and outlines the terms and conditions for access to our Cable Internet service. Please make sure that you have carefully read this document.
The PDF documents on this page require Adobe Reader to view. If you do not have this, you can download Adobe Reader for free from this location.
