INTERNET SUPPORT

When you encounter a problem with your Internet connection, you should try to determine whether the problem is with your equipment (PC, laptop, iPad, wireless router, etc.) or your ISP (Internet Service Provider). The best way to solve problems is by using the process of elimination.

The next steps will help you determine where the problem lies.

If you can’t get online at all from any computer or device. Rebooting the modem and the router will solve 90% of your home internet connectivity problems.

In a typical home network, there are three main components:
⚬   The computer(s) or other personnel device(s) (IPad, Smart Phone, Smart TV, etc.)
⚬   The DSL modem
⚬   The Wireless Router

CTS installed one of the two following modems:

The white modem is a combination of both the wired and wireless connection.

The dark gray modem supports only a wired connection. If you have a dark gray modem and are connected wirelessly, you have a second box (that you own) for your wireless access, called a router.

These device should always be checked first.

Power off the modem first by pulling out the black power cord, wait 20 seconds and plug it back in. Wait for the Internet light to flash green. If you have a separate Wireless router, follow the same steps to reboot it. Try to connect to the internet on your computer/device.

If all the lights are on but you still can’t get a response or able to load a web page, proceed to Step Two.

Try opening a different websites, one that is most likely working: amazon.ca or msn.ca. Preferably a site that you haven’t visited yet, this way it won’t open from the local cache.

For advanced users, you can ping www.google.com from a command prompt.

If you have got more than one computer or device on your network, try the same process on each one to ensure the problem isn’t specific to a single computer.

Below is a photo of the back of the modem where all cables are connected. Ensure the thin gray telephone cord is connected to the A/VDSL port for the white modem or the LINE port for the dark gray modem.

If you have a computer wired to the modem, it should be connected to the ETH 1 port for the white modem or the LAN 1X port for the dark gray modem, a second computer to the ETH 2 (LAN 2X) port and so on. At the front of the modem, the associated light with the ETH port should flash green to indicate connectivity.

Push slightly on every cable to ensure they are well connected and do the same with the other end of the cable.

If you are connected wirelessly, try connecting with a wire. Take an Ethernet cable (It’s normally a blue or yellow thicker cable) and connect your computer directly to the modem in the ETH 1, 2, 3 or 4 port.

If you can access the Internet while you’re connected directly to your modem, but not when you are connected wirelessly, the problem likely lies somewhere with the wireless router or your wireless device. If you are using our white wireless modem, call us for support.

The lights on the modem can help to indicate where the problem is located.

⚬   The power light: Needs to be solid green.

If there is no light:

⚬   Check the power cord.
⚬   Check the power bar if any, make sure it’s on.
⚬   Connect something, like a lamp, in the same outlet to test the outlet.

⚬   The A/VDSL: Needs to be solid green.

This light indicates that you are connected with our office. A flashing light indicates that the modem is trying to connect. When powered on, it takes a few minutes for the modem to connect.

If the A/VDSL light is off or flashing it could mean that the modem is having trouble to connecting to our office.

⚬   Check if the telephone cord is damage. Make sure it is connected at both ends.
⚬   Verify that the telephone cord is plugged into the port labeled A/VDSL.
⚬   Make sure the telephone cord is connected to the same telephone outlet and has not been moved. If it was moved, bring it back.
⚬   DO NOT press the small pinhole button, otherwise the modem will lose all its configuration.

⚬   The Internet light: Should be flashing green

The Internet light indicates that there is communication on the Internet. When the Internet is not in use, the light turns red to indicate a dormant state. Starting up your computer/device will instantly change this light to green.

⚬   The Wireless light: Should be flashing green

The Wireless light indicates that there is communication over the Wireless network.

⚬   The ETH 1, 2, 3 and 4

These light are associated with the four ports on the back of the modem also labelled ETH 1, 2, 3 and 4. The light flashes to indicate communication on that port. For example, if you have a computer that is wired to the modem and is connected to the ETH 1, then the light will flash indicating communication on that port.

If you can’t get to a specific web site from any computer or device.

If it’s just one web site that you can’t reach, the problem most likely isn’t you, the web site might be down. To check if the web site you are trying to open is down for everyone or just you, visite www.downforeveryoneorjustme.com and type in the web sites address you are trying to access in the box and hit enter. This will tell you if the web site is indeed unavailable to anyone, or just you.

If you are still experiencing Internet problem, call our office for assistance Tel: 705-272-4232.

SPEED TEST

This test will give you the speed of your Internet connection between your residence/business and our Central Office on Sixth Ave. Actual Internet connection speeds may vary due to Internet traffic conditions.

COPYRIGHT LAW IN CANADA

COPYRIGHT INFRINGEMENT NOTICES AND COCHRANETEL’S ROLE

As an Internet Service Provider (ISP), we’re legally required to forward any copyright infringement notices to our customers.

If you receive an email notice, this means that a copyright holder has alleged that you (or someone accessing the Internet through your IP address) has unlawfully downloaded or distributed some form of copyrighted materials without the copyright holder’s permission.

When you receive a copyright infringement notice, CochraneTel will not take any action that will affect your Internet service. We do not have any further details about the copyright infringement notice. For questions, please contact the copyright holder listed in the letter or email.

 

COPYRIGHT LAW IN CANADA

As part of the Federal government’s continuing work to modernize Canadian laws for the digital economy, Canada’s Copyright Act has been updated to formalize the Notice and Notice regime. These changes help to balance the rights of content creators and consumers.

The Modernization Act helps to protect the work of content creators online. Common Internet copyright infringements include the unauthorized downloading or distribution of copyrighted content such as music, movies, and software.

In addition, the Notice and Notice regime allows copyright holders to send a notice of copyright infringement to the Internet Service Provider (ISP), and the ISP is required by law to notify their customer whose IP address has been identified as being the source or location of alleged copyright infringement.

The ISP is not required to disclose any personal customer information to the copyright holder. Copyright holders taking legal action must apply for a court order if they want to obtain personal customer information from the ISP.

 

YOUR PRIVACY

At CochraneTel, your privacy is a top priority and we are dedicated to protecting your personal information.

The copyright holder only knows the information which they provide to CochraneTel, including: the IP address and port location associated with the alleged infringement, the title of the copyrighted material, date and time the material was alleged to be accessed or improperly used, and the copyright holder contact information.

We determine customer information based on whom we identify as the CochraneTel Internet account owner of the IP address with the alleged copyright infringement.

We do not provide any personal information to the copyright holder; we only forward the copyright infringement notification on to you. We will not provide your personal information to any copyright holder, unless required to do so by court order.

 

MORE INFORMATION

Please visit the links below for more information on Canadian copyright law.

The Government of Canada – Balanced Copyright

Notice and Notice Regime

Copyright Modernization Act

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