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Frequently Asked Questions

We’ve Got Your Questions Covered!

Why do I get slow speeds?
Cable Internet uses state of the art technology throughout its network. However, the Internet as a whole is beyond any Service Provider’s control and therefore, occasionally less than optimum speeds are achieved. Maximum throughput can be limited by slower speed connections elsewhere on the Internet as well as by heavy traffic.
What is a Firewall and should I be using one?
A firewall can be described as a system designed to prevent unauthorized access to or from a private network. Firewalls can be either hardware based, a software application or a combination of both. Firewalls are frequently used to block unauthorized Internet users from accessing private networks connected to the Internet.

Software based firewalls are the cheapest and easiest to set up but can interfere with your Internet connection if not properly configured. Hardware firewalls are more expensive and difficult to configure but offer more stability to a network. If you feel that you need the security a firewall offers, the following websites can help you decide which method is best for you.

Software Firewalls:

Hardware Firewall/Routers:

Test your computer’s susceptibility to security and virus threats:

General Security Information and Links:

How to Order Pay Per View?
HD or Digital Box required

Make sure TV and HD or Digital box are on.

On your remote, press the menu button and select:

  • prevue main menu, press ok
  • setup, ok,
  • cable box setup, ok,
  • select to display, ok.

Write out the unit ID number listed on your TV screen and type this number into the space on the website (listed below) that says “Digital Box”.

On your computer type in this web address (or highlight and copy and paste):

http://wappv.shawbroadcast.com and click on register.

Type in a user name and password, that you have selected as well as fill in all the other fields listed. Make sure passwords and user ID has some letters and numbers combined. Password and user ID cannot be the same.


Click on:

  • Submit – Put a check mark on the HD box that is listed on your screen. This should match the first 13 numbers on your unit ID. Type in a Nickname for your HD Box. Nickname must be different from password and user ID.
  • Continue
  • Any “Event Title” on the left for the PPV that you wish to order.

At the end of each month you will be billed for the PPV that you have purchased.

Website that lists the manuals for the HD boxes:


How can I improve my connection speed?
Your computer’s hardware configuration is an important factor when judging the performance of your Internet experience. The better the hardware, the better your experience visiting websites with high graphical content and flashy logos. There are many sites on the Internet that offer tips on how to tweak and improve your hardware’s performance. We list a few of these here and recommend that you follow any instructions at your own risk. Read the instructions thoroughly before changing any settings in your computer.

What are Viruses and how do I protect myself?
From Trend Micro’s Virus Primer

What is Malware?

Malware – short for malicious software – refers to any malicious or unexpected program or code such as viruses, Trojans, and droppers. Not all malicious programs or codes are viruses. Viruses, however, occupy a majority of all known malware to date including worms. The other major types of malware are Trojans, droppers, and kits.

Due to the many facets of malicious code or a malicious program, referring to it as malware helps to avoid confusion. For example, a virus that also has Trojan-like capabilities can be called malware.

What is a Trojan?

A Trojan is malware that performs unexpected or unauthorized, often malicious, actions. The main difference between a Trojan and a virus is the inability to replicate. Trojans cause damage, unexpected system behavior, and compromise the security of systems, but do not replicate. If it replicates, then it should be classified as a virus.

A Trojan, coined from Greek mythology’s Trojan horse, typically comes in good packaging but has some hidden malicious intent within its code. When a Trojan is executed users will likely experience unwanted system problems in operation, and sometimes loss of valuable data.

What is a Virus?

A computer virus is a program – a piece of executable code – that has the unique ability to replicate. Like biological viruses, computer viruses can spread quickly and are often difficult to eradicate. They can attach themselves to just about any type of file and are spread as files that are copied and sent from individual to individual.

In addition to replication, some computer viruses share another commonality: a damage routine that delivers the virus payload. While payloads may only display messages or images, they can also destroy files, reformat your hard drive, or cause other damage. If the virus does not contain a damage routine, it can cause trouble by consuming storage space and memory, and degrading the overall performance of your computer.

Several years ago most viruses spread primarily via floppy disk, but the Internet has introduced new virus distribution mechanisms. With email now used as an essential business communication tool, viruses are spreading faster than ever. Viruses attached to email messages can infect an entire enterprise in a matter of minutes, costing companies millions of dollars annually in lost productivity and clean-up expenses.

Viruses won’t go away anytime soon: More than 60,000 have been identified, and 400 new ones are created every month, according to the International Computer Security Association (ICSA). With numbers like this, it’s safe to say that most organizations will regularly encounter virus outbreaks. No one who uses computers is immune to viruses.

Life Cycle of a Virus

The life cycle of a virus begins when it is created and ends when it is completely eradicated. The following outline describes each stage:


Until recently, creating a virus required knowledge of a computer programming language. Today anyone with basic programming knowledge can create a virus. Typically, individuals who wish to cause widespread, random damage to computers create viruses.


Viruses typically replicate for a long period of time before they activate, allowing plenty of time to spread.


Viruses with damage routines will activate when certain conditions are met, for example, on a certain date or when the infected user performs a particular action. Viruses without damage routines do not activate, instead causing damage by stealing storage space.


This phase does not always follow activation, but typically does. When a virus is detected and isolated, it is sent to the ICSA in Washington, D.C., to be documented and distributed to antivirus software developers. Discovery normally takes place at least one year before the virus might have become a threat to the computing community.


At this point, antivirus software developers modify their software so that it can detect the new virus. This can take anywhere from one day to six months, depending on the developer and the virus type.

If enough users install up-to-date virus protection software, any virus can be wiped out. So far no viruses have disappeared completely, but some have long ceased to be a major threat.

What can you do to Protect against Malware?

There are many things you can do to protect against malware. At the top of the list is using a powerful antivirus product, and keeping it up-to-date with the latest pattern files.

Anti-Virus Software:

How do I connect a second computer to the Internet?
Although we do not officially recommend or support networking multiple computers to your Cable Internet Connection, we can direct you on the right path. The following will outline various methods that can be used, but how to do it will be your responsibility.

There are a few ways to get a second computer online:

  1. Network Hub (easiest) – Your account will require a second IP address. Contact your Cable provider for availability.
  2. Network Router (difficult) – Requires LAN setup knowledge.
  3. Server with 2 Network Cards (hardest) – Requires LAN setup knowledge and Operating System capable of managing 2 network adapters.

The following links are good resources for more details.

Glossary of Terms
  • Analog Modem
    An analog modem is a device that enables a computer to transmit data over telephone lines (e.g. 28.8Kbps [kilobits per second] and 56Kbps). Computer information is stored digitally, whereas information transmitted over telephone lines is transmitted in the form of “analog” information (ie not 1’s and 0’s). Analog modems translate data from digital to analog and back. The fastest analog modems run at 57,600 bps.
  • Bandwidth
    The amount of information that can be transmitted over the Internet during a second. Essentially, the size of the pipe.
  • Bit (short for ‘binary digit’)
    The smallest, most basic unit of computer data. Bits are either on or off (one or zero)
  • bps or Bps (bits or Bytes per second)
    The speed at which data is transferred.
  • Browser
    The application that serves as your interface with the World Wide Web. Netscape Navigator and Microsoft Internet Explorer are the two most common browsers.
  • Byte
    Equal to 8 bits, one Byte of data is the standard unit of measure on the Internet. Each Byte represents one character (such as a letter or number). Often you will see terms like KiloByte (KB), which is one thousand Bytes, or MegaByte (2 MB or 2 Megs), one million Bytes, or GigaByte (eg 2 GB or 2 Gigs) which is one billion Bytes. Now you may even see the term TeraByte, which represents one trillion Bytes!
  • Cache (pronounced “cash”)
    The location in your computer’s memory, or in an independent storage device, reserved for easy, high speed retrieval of information. Your computer uses cache memory to speed its performance, and web browsers use cached pages (stored on your harddrive) to speed the loading of frequently visited sites.
  • Chat
    Real-time communication between multiple users over the Internet. Like a party line or conference call using text instead of speech. The text appears as it is typed on all PCs participating in the chat. Internet chat occurs in ‘chat room’ web pages, or in IRC, or using instant messaging programs such as ICQ or AIM.
  • DHCP (Dynamic Host Configuration Protocol)
    A protocol for remotely assigning IP addresses to devices. The device (such as your computer) asks the DHCP server for an address, and the DHCP server grants a lease (meaning that the IP address will expire and need to be renewed by the computer).
  • Domain name
    The human-readable address for a web site. The Internet actually uses numbers (IP addresses) to locate computers, but this isn’t the easiest way for people to remember things, so domain names are used. Domains tell some things about the site they point to, such as being a company name (www.ibm.com). They can have beginning parts that tell how they are accessed (www for World Wide Web, ftp for File Transfer Protocol), and end in an extension such as the following:
  • com: company
  • edu: educational
  • org: organization
  • gov: government
  • mil: military
  • net: network
  • XX: two letter country codes (e.g. United Kingdom = uk, Canada = ca)


  • DNS (Domain Name Service)
    The method by which IP addresses are translated into domain names and back again. DNS is needed to be able to go to a page using its domain name (ie www.ibm.com)
  • Download
    The process of transferring files from another computer to your computer over a network connection.
  • Driver
    A program that controls peripheral hardware devices, such as a printer or modem.
  • E-mail (electronic mail)
    E-mail is the primary means of communication over the Internet, as well as its most frequently used application. Users can send each other messages, attaching complete documents, photos, or audio and video clips.
  • E-mail address
    This is where electronic mail is received. It is a combination of a username and a hostname, such as ‘[email protected]’ or ‘[email protected]
  • Ethernet card (a.k.a. NIC, or Network Interface Card)
    An expansion board that connects a PC, or PCs, to a network.
  • Home page
    The first page of a web site, usually serving as an introduction and table of contents. The address is usually simplified, containing only the site name, and suffix. For example: www.ukeecable.net
  • HTML (HyperText Markup Language)
    The coding language used to create web pages.
  • HTTP (HyperText Transfer Protocol)
    The protocol that is used for loading and displaying web pages.
  • Hub
    A device for connecting many computers together. Like the hub of a wheel, it implies connections from one central location to many computers.
  • Hyperlink
    An icon, graphic or word on a web page that opens another page when clicked.
  • IP (Internet Protocol)
    The protocol which specifies the format of information ‘packets’ transported over the Internet, including how the packets are addressed for delivery.
  • IP address
    The numerical address of a computer or a web page. Internet protocols recognize a specific machine by this address, and use DNS to translate from the IP address to the domain name.
  • ISP (Internet Service Provider)
    ISPs, such as Ucluelet Video Services, provide access to the Internet, be it to individuals or to large companies. Included with access to the internet are usually other services, such as an email address and web page hosting.
  • LAN (Local Area Network)
    A group of computers connected by a network, such as that in a single office, building or company.
  • MAC (Media Access Control)
    Controls the way multiple devices are accessed, both by the computer controlling them and outside devices.
  • Mail server
    A host server which holds e-mail messages for clients. The client (the program you use to get your email) connects to the mail server and retrieves any messages that are waiting for you.
  • Plug-in
    An application which can be accessed via a larger program (such as your browser) to carry out specialized tasks such as playing audio or video. Plug-ins are designed to integrate automatically with existing programs.
  • POP3 (Post Office Protocol)
    The protocol for incoming e-mail.
  • Proxy server
    A machine or program that stands as a go-between for other computers. Your client connects to the proxy, which then connects to the web page you want to access. Pages that have already been accessed by another user are cached, and so popular pages can load much more quickly when using a proxy. Also, the page you are connecting to sees the connection as coming from the proxy rather than your computer, so a layer of privacy is introduced.
  • SMTP (Simple Mail Transfer Protocol)
    The protocol for outgoing mail.
  • Static IP
    A fixed (non-dynamic) IP address. Your IP address and host name are recorded in DNS, and remain unchanged each log in.
  • TCP/IP (Transport Control/Internet Protocol)
    IP is the protocol which oversees the transmission of information packets from one machine to another. TCP makes sure the packets have arrived and that the message is complete. These two protocols are the basic language of the Internet, and are often referred to together as TCP/IP.
  • Upload The process of transferring files from your computer to another computer over a network connection.
  • URL (Uniform Resource Locator)
    Describes the location and access method of an Internet resource (web page, ftp site). For example, the URL http://www.ukeecable.net/policy/index.html can be interpretted as follows: http is the access method (ie it is a web page), the // tells your computer to look on the internet, www.ukeecable.net is the domain (which also says it is a web page with the www, but this isn’t required). /policy is the directory where the file is located, and index.html it the name of the file to load.
  • WWW (World Wide Web)
    The part of the Internet that is the most visible, containing web pages and associated files. Other parts of the Internet include (but aren’t limited to): IRC (Internet Relay Chat), mail, FTP (File Transfer Protocol) sites, Usenet (message groups), Telnet (connecting to a remote computer to run commands), and many others.


 FAQ – Securing Your System

Online Security
Online security is an issue that every Internet user should be concerned with, and take personal responsibility for. With new and advanced spamming tactics continuously being developed, consumers can no longer expect their Internet Service Provider to be able to block every piece of spam or any virus that circulates the Internet.

There are many steps you can take to ensure a secure system. For more detailed information about online security, please read through the following links. Feel free to contact Technical Support if you have any questions or concerns.

Viruses / Worms / Trojans


The word virus is often used to describe three different types of computer infections: worms, trojans and viruses. These are malicious programs that get installed on a computer, often without the knowledge of the user, and can lead to privacy being invaded and/or data being destroyed or corrupted on users’ hard drives.

These infections are primarily spread in the following ways:

  • Viruses: via e-mail attachments and file sharing
  • Worms: by being connected to the Internet without effective protection (read on for more info)
  • Trojans: by visiting corrupted web sites

Symptoms of Problems

Symptoms of an infected computer include:

  • Computer is unstable and crashing frequently
  • Slow Internet connection
  • You receive a call from your Internet technical support alerting you of the situation

Recommended Solutions

  • Install a virus-checking program, and keep it up-to-date. It is worth noting that some viruses will disable virus checkers and you may need to try a few different programs to find and remove an infection.
  • Install a firewall or router (with firewall built in).
  • Microsoft provides free support for virus and Trojan infection cleanup:


  • Do not open e-mail from sources you are not expecting
  • Do not open any attachments unless you are expecting the file
  • Have a good virus checking program that is kept up-to-date
  • Have a good firewall installed and running


Spam is a name given to unwanted or unsolicited e-mail (also sometimes referred to as UCE or Unsolicited Commercial E-mail). This type of e-mail generally contains advertisements for such things as a better mortgage rate, amazing prices on non-prescription drugs, or adult websites.

There are many reasons why you might receive spam. Signing up online to get anything “free” will normally cause you to be added to a spam list. Having your e-mail address available anywhere on the web (like on a web site or message board) can cause you to be added to a spam list as well.

Symptoms of Problems

  • Receiving unwanted e-mail

Recommended Solutions

If you are already receiving a lot of spam, and want a way to filter it out, there are quite a few programs available to help you. A popular program for Windows-based computers is “Spam Inspector” (found at www.giantcompany.com/(avwscc45uau55djurxfxfm55)/default.aspx?PID=A22090). This program works well with Outlook and Outlook Express.

A commonly-used program for the MacIntosh is “SpamSieve” (available for download at www.c-command.com/spamsieve/index.shtml).

Both of these programs are excellent low-cost spam filters that will work with your current e-mail programs to help get rid of unwanted e-mail


Unfortunately there is no way to completely prevent spam; however, there are a few things you can do to slow it down.

The main way to keep your spam intake to a minimum is to only give your e-mail address to people you know. The fewer people to have your e-mail address, the lower your chances are of it ending up on a spam list.

Another tip to remember is never click on a link to unsubscribe yourself from a spam list. Doing this just confirms your e-mail address to the spammers and opens you up to even more unwanted e-mail.

There is currently no officially recognized “do not spam” list. Signing up for a supposed do-not-spam list is likely equivalent to saying, “Yes, please send me even more unsolicited mail.”

Use your company e-mail address for business use only.

Spyware / Adware


Spyware is software that is installed on your computer without your knowledge, and is used to steal your personal information. This information can include web browsing habits, e-mail addresses, credit card numbers, and more. It is installed on your computer automatically when you download seemingly innocent free software. Spyware then sends information about you to the software distributor. Usually the information sent is benign in nature, mostly concerning general marketing information.

Adware is advertising-supported software. It is software that can be downloaded free from the Web, but contains banner advertisements that create revenue for the company. Adware is software that is installed on your computer the same way spyware is, but it’s used for less harmful applications. Adware can change your home page, add extra bookmarks to your web browser, put advertisements on your desktop, and change your search results on Internet search engines like Yahoo and Google to advertisements.

Symptoms of Problems

Computers that have Spyware running may exhibit one or more of the following symptoms:

  • Internet browser crashes frequently
  • Computer runs slower
  • Computer takes longer to start up
  • “Illegal Operation” errors occur
  • Pop-up advertisements appear when you are offline
  • The default homepage of your browser changes without your knowledge

Recommended Solutions

The best way to prevent Spyware/Adware from being installed is to not let websites add programs to your computer. Most Adware is installed when a pop-up appears, while you are browsing the Internet, asking you to click “ok” to install a piece of software to “help” you. Most of this software is Adware and it will definitely not help you.

If you already have Spyware or Adware on your computer, a helpful tool to get rid of it is a program called “Adaware” available at www.lavasoftusa.com . This is a free tool that will get rid of almost all Adware and Spyware.


Tips for choosing a good password

Choosing a good password, and changing it often, will make it difficult for hackers, crackers, or even someone you know, to make educated guesses about what you’ve chosen. Here are some tips to help you choose a good password:

Don’t Use:

  • Your name – any part of it (first, last, middle, or intials)
  • Your social security number
  • Names of friends, family, or pets
  • Birthdates
  • Phone numbers or addresses
  • Any other personal information that could be guessed
  • Place names
  • Words from the English dictionary
  • Words from a foreign dictionary
  • Your username or login name
  • Your computer’s name
  • Repetition of the same letter
  • Sequences of keyboard keys, such as “12345” or “qwerty”, or sequences of letters such as “abcde”
  • Any minor variation of the above, such as spelling backwards or
  • appending a character to the end of your name

Do Use:

  • Six or more characters
  • Non-alpha/numeric characters (for example: *!$+) mixed with letters and numbers
  • A mix of upper and lower-case letters (placing capital letters in random locations throughout a password is also highly effective)
  • A password you can type quickly, without having to look at the keyboard. This will make it harder for someone to steal your password by looking over your shoulder.
  • Nonsense words that are easy to pronounce (and to remember, so you don’t have to write them down) but aren’t listed in any dictionaries

Note: A good way to choose a secure, but easy-to-remember password is to use the first character of each word in a phrase, poem, or song lyric. For instance, “Asb*Mf” stands for “April showers bring May flowers”; the asterisk in the middle is included for extra security. (But don’t use this password now that it’s been given as an example!)

It is important that you change your password regularly, and never give it out to anyone. If someone has learned your password, change it immediately.



A firewall is a software or hardware device used to prevent people from getting into your computer by blocking intrusion attempts from harmful hackers (or crackers).

The best firewall is offered in a hardware device called a “router”. These devices provide superior protection against outside computers trying to access your computer. Routers also have the ability to connect extra computers to your Internet connection, and to each other.

Symptoms of Problems

Hackers have hundreds of tools for breaking into computers. Some of the symptoms of someone else utilizing your computer:

  • Call from Internet technical support letting you know that you have a virus or worm
  • Computer crashing often
  • Slower than normal Internet access that persists
  • Running out of Windows ‘resources”
  • Having to reboot often

Recommended Solutions

Update to the latest security packs from Microsoft and Apple.

For more information on routers, you should want to contact your local computer dealer. Some common brands are:

For software firewalls on your computer:



Pop-ups are windows that open on their own, or as part of a web site, while you are logged on to the Internet.

Pop-ups can also acts as advertising on certain websites: sometimes legitimately, sometimes not.

Symptoms of Problems

  • multiple unwanted windows popping up on your screen

Recommended Solutions

Some software programs that can aid in the elimination of pop-ups are:

Both programs seek out and remove pop-up programs, cookies, and other potentially annoying advertising-related devices.

Be aware, however, that some ad-supported programs (e.g. free online games) won’t run if their ad components are removed. You’ll either have to give them up, or, if available, pay the money for full no-ad versions.

Some spammers use Windows’ built-in Messenger service, which sends messages in a broadcast across a network. The way to block these annoying messages is to disable the Messenger service. In Windows XP, you can do this through the Control Panel. Navigate to “Administrative Tools | Services”, double-click on “Messenger” and click on “Stop”. Then set the “Startup Type” to “Manual” or “Disable”. Click on “OK” and the pop-up spam should be blocked.


  • install one of the suggested software programs from “Recommended Solutions”
  • never download or install unknown software from websites
  • disable Microsoft Messenger

Reference Articles




General Security Tips


Behaviour that can improve your online security:

  • Do not open e-mail attachments (even from friends!) that have two extensions (for example, .vbs.scr, or .scr.exe). Multiple extension attachments are the first sign that a file could be more than it seems. Single extension .exe files can be dangerous as well.
  • Chat programs can be harbingers for spreading viruses too, so you should never accept or open a file from someone they do not implicitly trust.
  • Always run a firewall (unless a Technical Support representative is helping you troubleshoot your Internet connection, at which time you may have to disable the firewall temporarily). Even un-installing and re-installing your firewall program every once in awhile is great for finding programs that may have slipped through at some point. For even better protection, get a router, which is more secure than just having a software firewall doing all the work.
  • Update your security programs constantly. Even with the best security software in place, all it takes is a failed update/download to make yourself vulnerable to the latest virus/security loophole.
  • Don’t believe everything you see/hear/read about security issues. If you are ever in doubt about what to do, contact Technical Support at 1-866-549-3362. Many security scares are just hoaxes, which are almost as bad as actual viruses. They end up getting you to delete some important file from your computer, which then makes your unstable (sometimes to the point of crashing it).

Symptoms of Problems

  • Slow connection
  • Identity theft (e.g. people accessing personal data on your computer)

Recommended Solutions

  • run a spyware remover on your computer, such as Adaware (www.ada-ware.com)
  • Windows XP includes the Internet Connection Firewall, which provides strong security for your home or small business network. If you don’t have Windows XP, you can download a free software firewall called Zonealarm (www.zonelabs.com). This will help to protect your computer from attackers.
  • It is also necessary to keep your version of Windows updated. You can update your Windows software by going to www.microsoft.com and clicking on “Windows update”, which is listed on the left-hand side of the page. This will scan your computer for updates and install them accordingly. If you don’t keep your computer updated, you can be vulnerable to attackers gaining access to (and controlling) your system.
  • You should also keep your antivirus program updated to the latest virus list, and run a full system scan on your computer every week. If this is an inconvenience, you can set your virus program to run this can at a scheduled time each week.
  • When checking your e-mail, you shouldn’t open any attachments that you are not expecting. Viruses are spread via e-mail attachments. You should particularly watch for attachments that end with .exe or .scr.exe. If you open the attachment and it contains a virus, it will infect your computer ? and potentially spread the virus to everyone on your contacts/mailing list.


  • Don’t use file sharing programs like Kazaa (if you do, be sure to close the program immediately after using it).
  • Never open attachments from people you don’t know.
  • Don’t open attachments from people you do know unless they told you ahead of time they were sending one.

Reference Articles


Peer to Peer File Sharing


‘P2P’, as it is sometimes known, is a file sharing protocol allowing Internet users to download files from another computer using programs such as Kazaa, Limewire, Bearshare, and WinMX. Even Chat programs such as mIRC, MSN/Yahoo Messenger, and ICQ are capable of file-transfering.

Symptoms of Problems

  • slow Internet performance
  • error messages that suggest your computer has “low memory”
  • increased virus attacks

Recommended Solutions

  • The best solution is to refrain from using file-sharing programs. If that’s not an option for you, use these programs as sparingly as possible, and be sure to close them as soon as you’re finished. You can also disable file-sharing so people won’t be able to download files from your computer.
  • Always scan files for viruses.
  • If you see small icons or anything running by your system “Date and Time” bar (usually located in the bottom right-hand corner of operating systems) that is related to these P2P programs, simply right click the icon and choose “EXIT/SHUTDOWN/TURN OFF” to remove it from running in the background and eating up system resources. If they return after you’ve rebooted your computer, it means that they are loading at system star-up and should be removed from your Startup folder (click on the Start button in the left-hand corner, then select “(All)Programs” and remove the program from your Startup folder).


  • Buy your music and movies from legitimate sources, don’t download them using P2P or file sharing services (the artists and your computer will thank you).
  • Don’t install programs unless you know how they work.
  • Keep a constant eye on your “Date/Time” bar, as sneaky P2P programs inhabit this spot and really should never be seen unless you are indeed using them at the time.

Reference Articles





Privacy issues


Privacy, for citizens and consumers, means freedom from unauthorized intrusion. For organizations, privacy involves the policies that determine what information is gathered, how it is used, and how customers are informed and involved in this process. Privacy is a legal issue, but it’s also an information security issue. Customer outrage over stolen credit card numbers, for instance, is a privacy problem brought about by inadequate security.1

Many web sites include privacy statements to inform the customer about how they are going to use the information that they have collected.

Symptoms of Problems

A vast amount of personal information can be collected, stored, and used against a person.

The information collected by web sites can be used or sold to other marketing companies for target advertising. This information could also be passed on to other agencies without the user’s consent, and result in the user receiving more unsolicited email.

Recommended Solutions

Personal information is collected through cookies. A cookie is a small piece of information that a web browser stores on your computer. A cookie stores specific information that can be retrieved at a later time.

You can set your privacy settings in most recent browsers. In Internet Explorer you can choose to accept or block cookies from specific web sites, as well as specify whether web sites can access cookies that are already stored on your computer.

There are also programs such as Cookie Monster (www.snapfiles.com/get/cookiemonster.html) that allow the user to control the cookies on their computer and block or restrict certain sites from obtaining these cookies.

Blocking third party cookies that do not have a compact privacy policy or that use personally identifiable information without implicit consent.


Restrict the number of forms you complete online and review the privacy policy on the sites visited.

Set your browser to a higher privacy rating. This will allow only certain web sites to obtain or retrieve cookies from your system. This will also let you decide whether you would like to accept or reject the cookie when accessing a certain website. Keep in mind some web sites will not grant you access to them if your privacy settings are too high.

Reference Articles




Parental Controls


Parental control software allows parents to control the Internet content available to their children. Parental control software can also help parents restrict the time that children spend on computer and Internet. This software can block access to adult sites, such as sites that contain pornography, violence, drugs and gambling. Parents can also set time controls for each child, track the sites their children have visited, and block chat rooms that are inappropriate for children.

Symptoms of Problems

Children viewing inappropriate material on the Internet, such as violence, pornography, drugs, and gambling. Viewing this content could have harmful effects on children. These sites can be restricted or monitored with software.

Recommended Solutions

Buying and installing parental controls for the web. These controls should allow the parent or guardian to filter chat/messaging rooms, block certain websites that they may consider inappropriate for children, limit Internet access times, track activity logs, and protect identity. Some examples of this software can be found at:

If you are unable to install parental control software, be sure to monitor your children’s Internet use.


Have parent or guardian take an active role in the child’s Internet time and activities. Ask more questions such as what/who the child is viewing and listening to, who they are writing to, etc.

Talk to your children about using the Internet and staying away from people that try and talk to them. You should also request that they avoid filling out any forms that ask for personal information or other information, such as credit card numbers etc. Also, if they are receiving spam in their email, let them how to deal with it. The family computer(s) should be setup in a well trafficked area of the home so that parents can monitor their childre’s Internet activity.

Reference Articles



 FAQ – Troubleshooting


Trouble Shooting Instructions
  1. The first thing to do if you ever have computer problems is: Reboot! Unplug your modem’s power cable, shut down your computer properly, reconnect the power to your modem and restart your computer. (Restarting your computer will fix many computer and software problems. Always remember to do it the correct way, and not with the On/Off button.)
  2. Check the lights on the modem. If they are all out, check the power cord, or try plugging it into a different outlet or power bar. If the modem fails to light up regardless, please call Internet Technical Support for assistance.
  3. Check the network cable where it enters your computer from the modem. You should see a solid or flashing green light. If this light is not on, you most likely have a problem with your Network Interface Card, and you should contact the manufacturer of the Network Card.
  4. If you can get your email but are unable to surf the web, or vice versa, this indicates that you may have problems with the computer or software. Check your settings and try rebooting your computer. If this still doesn’t work, call Internet Technical Support for assistance.

System Requirements


System Configuration
The following information should help you get connected to the UkeeCable Services system using a computer compatible with the system requirements outlined in this document.

Please note that the information below is best followed when your computer has just been rebooted and no programs are running (i.e. word processors etc.). Please also note that the instructions assume that your machine is not being used to connect to any other online service, local network, or office network.

Your computer may require your system disks during the procedure so it would be advisable to have them on hand.

If you encounter difficulties while configuring your system please make note of what you were doing at the time of the problem and note of any error messages you receive and then contact our Internet Technical Support staff.


Supported Operating Systems

Unsupported Operating Systems

  • Windows 95
  • Windows 98
  • Windows Millenium Edition
  • WinNT 4.0
  • Win2000 Pre Service pack 4
  • WinXP Service Pack 1

 FAQ about WebMail

WebMail Instruction
WebMail enables you to send and receive email from anywhere in the world through any Internet Web browser.

To get started, all you need is a computer that has Internet access and your full email address and password.

It’s that simple! And best of all, WebMail is FREE with your high-speed cable Internet service!

Please follow the directions below to access the WebMail system:

Signing on to WebMail:

  1. Using any Internet web browser, type in the following web site address (URL): http://webmail.ukeecable.net
  2. The WebMail login screen will come up and require you to type in the following:
    1. Email Address – either of the following:
      1. The portion of your Ucluelet Video Services email address that appears before the @ symbol. That is, if your email address is [email protected] then username would be replaced with jdoe.
      2. Your full email address ([email protected] from our previous example).
    2. Password – enter your email password
  3. Click the ‘Login’ button to access WebMail.

Once you have logged into WebMail you will see email messages waiting for you. We first recommend that you set up your preferences so that your name will appear on the messages you send out.

To set your Personal Information::

  1. Click on ‘Options’ icon on the top panel.
  2. Under ‘Options’, select the ‘Personal Information’ set your display name (the name that will appear when you send an email) and create a signature
  3. Click ‘Submit’ button at the bottom of the page to save your settings.

Once your preferences are set, you can start sending and receiving email messages.

To send a message:

  1. Click on ‘Compose Email’ icon on the top panel.
  2. Type the recipient’s address in the ‘To:’ field.
    • The ‘CC:’ (Carbon Copy) field is for addresses that you wish to send a copy to;
    • The ‘BCC:’ (Blind Carbon Copy) field is for those who you wish to send a copy of the message to without the knowledge of the other recipients.
    • (Your own address will appear in the ‘From:’ field based on your preference settings.)
  3. Type the subject of your message in the ‘Subject’ field.
  4. If you wish to attach a file, click the ‘Browse’ button to select your file, or type the file name in the box provided. Then press the ‘Attach File’ button.
  5. Type your message in the ‘Email Body’ text area.
  6. To send, click on ‘Send Email’ either above the ‘Email Body’ box or below the email you have just created.

To receive a message:

  1. Click on ‘Inbox (Check Mail)’ located in the left-hand panel.
  2. If you have a new message you will notice a new mail message on the page with an envelope beside it. It will state who it is from, the subject of the email, and the date it was sent to you.
  3. The subject of the message will be underlined. Click on that link to read your message.

To reply to a message:

  1. When reading the email message:
    • Click the ‘Reply’ button on the toolbar to respond to the sender alone.
    • Click the ‘Reply All’ button on the toolbar to respond to the sender and all recipients of the message.
    • Note: You can add other recipients by entering their email addresses in the ‘TO:’ ‘CC’ or ‘BCC’ fields (separated by commas)
  2. The ‘Composition’ screen will appear, with the address(es), subject, and original message inserted.
  3. Type your reply in the ‘Email Body’
  4. If you want to attach a file, click on ‘Browse’ to find and select the file. After file name is entered or located, click ‘Attach File’ and you will see it listed in the attachments box. If you would like to remove it, simply select the file and click on delete.
  5. Click the ‘Send’ button on the toolbar to instantly mail your message.

To forward a message:

After you have read an email message, and it is open on your screen, you can choose to forward it to another recipient.

  1. Click the ‘Forward’ button in the toolbar on the left. The ‘Composition’ screen will appear.
  2. Enter the email address(es) of the recipients you wish to send the message to. Type in the email address(es) in the ‘To:’ ‘Cc:’ and ‘Bcc:’ boxes, or click the ‘Contact’ button and search for users, then click on each one you want to add.
  3. In the message box, type in any comments you want to add to the original message.
  4. If you want to attach a file, you can do so by clicking the ‘Browse’ button, locating the file, then clicking on the ‘Attachment’ button.
  5. Click the ‘Send’ button on the toolbar when you are ready to mail your message.

To delete messages:

  1. Select the messages that you would like to delete by clicking on ‘Inbox (Check Mail)’
  2. All your email messages should appear on the screen. To the left of each of those messages there will be a box (a check mark will appear in the boxes that you select). Select only those messages that you wish to delete.
  3. Click on the ‘Delete’ button at the bottom of the toolbar. Once you click this button, a trash icon will appear next to each selected message. To complete the deletion of these messages from your email box, click on ‘Empty Trash’ at the bottom of the toolbar.

Please note: This will completely remove the message, and once you have done this, the messages cannot be retrieved using WebMail (or any other method).

Creating a Contact:

  1. When viewing a message, you can add the sender to your contact list by clicking on the contact card icon to the right of the senders name.
  2. Click on ‘Add Sender to Addressbook’ in the top panel.
  3. Fill in all the contact information, then click the ‘Add address’ button.
  4. Click on ‘Addresses’ icon to view all contacts you have created.

Once a contact has been created, and you compose a new email, you’ll be able to see them in the ‘TO:’ ‘Cc:’ or ‘Bcc:’ fields and have the ability to select them by choice.

To import your address book from your e-mail client:


If you have Microsoft Outlook Express 6:

  1. Open Microsoft Outlook Express
  2. Go to “File”, “Export”, then “Addressbook”
  3. Select the CSV or Text file option
  4. Make sure that the “Name” and “E-mail Address” options are selected, then export/save as a .csv or .txt file

If you have Microsoft Outlook (2000/XP/2003):

  1. Open Microsoft Outlook
  2. Go to “File”, “Export”, then “Addressbook”
  3. Save as .csv file

If you have Eudora:

  1. Open Eudora
  2. Go to Contacts or Address Book
  3. Go to “File”, then “Save As”
  4. Save as .csv file


  1. Go to “Addresses” in WebMail
  2. Click on “Browse” next to the field marked “Import from file”
  3. Find the file you saved from your e-mail client
  4. Select the appropriate “Addressbook Type” from the drop-down menu (Microsoft Outlook Express, Microsoft Outlook, or Eudora)
  5. Click on “Submit”

The address book from your mail client should now be added to WebMail.

What is WebMail?
WebMail lets you handle your email from anywhere in the world by using the Internet.

The WebMail screens are displayed via the Internet browser you are using, so you will still see other screen toolbars for the browser along the top.

WebMail includes all the functionality required from an email program, including support for attachments, contacts, and folders.

Why should I use WebMail?
WebMail is a convenient way to check your email while you are away from your normal computer. It is intended for temporary and occasional use while travelling, when convenience is the most important factor. As long as you have access to the World Wide Web via a browser (e.g. Netscape or Explorer), you can send and receive mail, and create and maintain an address book while away from home.
What do I need to use WebMail?
As long as you have a valid email address with your cable Internet service provider, you can use WebMail. The abundance of public Internet terminals in libraries, cafes, airports and universities makes WebMail highly accessible, and there is no need for special software. Your regular email address and password are all that is required to log in.
How long do messages stay available in WebMail?
Depending on email load, the messages are currently erased from the server under these conditions:

  • Read messages – erased after 45 days.*
  • Unread messages – erased after 90 days.*If you need to keep messages for a longer period of time, we recommend using an email program like Outlook Express and downloading the message to your computer.* These conditions are subject to change without notice.


Why should I use WebMail?
WebMail is a convenient way to check your email while you are away from your normal computer. It is intended for temporary and occasional use while travelling, when convenience is the most important factor. As long as you have access to the World Wide Web via a browser (e.g. Netscape or Explorer), you can send and receive mail, and create and maintain an address book while away from home.
Is there a fee to use WebMail?
There is no additional charge for WebMail. However, when accessing the WebMail interface via your own high speed cable Internet connection (e.g. from home), normal network traffic usage accumulations apply.
Can I set up a group mailing list?
Yes, you can setup a group mailing list by:

  1. Clicking on the ‘Contacts’ icon, then clicking on the ‘Add’ button in the contacts list.
  2. Create a new contact for the mailing group.
  3. Enter the email address for the first contact, then press ‘Save’
  4. Enter the next email address , press ‘save’ and repeat until your mailing list is complete.
Can I use WebMail in conjunction with multiple email accounts?
Yes. If you have activated additional mailboxes with your account, you can access these from WebMail by logging in with the appropriate email address and password. In order to log in as a different user, you must first log out of your existing WebMail session, then close and reopen a browser window before you can log in under a different user name.

 Spamcontrol FAQ

Spamcontrol Help
These settings allow you to control how the system handles incoming spam or junk email. If you have multiple email addresses from, you must set your Spamcontrol settings for each account individually by logging in with the email address as the “Username” for each account.

Please note: any changes that you make to your preferences will only take effect once you click on the “Save Settings” button. If you do not click on the “Save Settings” button, your changes will not take effect and they will be lost.

To activate the spam filter change the “What to do with spam:” from “Spam Filter OFF” to “Quarantine” or “Delete”. To select what you would like to do with spam, click on the circle next to the option that you prefer. The selected option will appear with a black mark in the middle, if a option is selected, none of the other settings will be active.

  • Spam Filter OFF: Allow junk mail to come through (no filtering).
  • Quarantine Suspected Junk Mail: Hold junk mail in a WebMail quarantine folder for 10 days.
  • Delete Suspected Junk Mail: Delete all incoming junk mail (deleted items cannot be recovered).

If you elect to use either the QUARANTINE or DELETE Suspected Junk Email options, you then must set the Spam Filter Sensitivity. Spam Filter Sensitivity choices include; High, Medium, and Low. A description of each level of sensitivity is included alongside the setting.

  • Low: will stop the most common junk mail, and is least likely to accidentally block real email.
  • Medium: may allow some junk mail through, but may accidentally block real email on rare occasions.
  • High: aggressive junk mail filtering, but may accidentally block real email.

Usage of the Whitelist and/or Blacklist settings is optional, and will not take effect if you have selected “Spam Filter OFF”. If you have selected the QUARANTINE or DELETE options, then any Whitelist and/or Blacklist settings will automatically take effect on any addresses listed.

Email addresses in your Whitelist will cause the system to allow all email from that address and not treat it as spam, regardless of content, for as long as the address remains in your Whitelist. Under the Whitelist configuration, type the complete email address of the sender that you wish to allow and click on the ‘Add to Whitelist’ link. Email addresses can be removed from your Whitelist by clicking on the ‘Remove’ link next to that email address.

Email addresses in your Blacklist will cause the system to automatically treat all email from that address as spam, regardless of content, as long as the address remains in your Blacklist. Under the Blacklist configuration, type the complete email address of the sender that you wish to treat as spam and click on the ‘Add to Blacklist’ link. Email addresses can be removed from your Blacklist by clicking on the ‘Remove’ link next to that email address.

Whitelist and Blacklist addresses can be a specific email address such as [email protected], or can include the wildcards * and ? (example: *@isp.com, or *.domain.net) so that all email addresses from the specified domain will be blocked. All other metacharacters and regular expressions are not allowed.

Please note: any changes that you make to your preferences will only take effect once you click on the “Save Settings” button. If you do not click on the “Save Settings” button, your changes will not take effect and they will be lost.



What is Junk Email?
Junk email (a.k.a. spam) messages are unsolicited email advertisements. Depending on what service or product they are advertising, these messages may be offensive or even fraudulent. Sorting through these messages is time-consuming and annoying.
How do I activate filtering?

You can activate Spamcontrol by modifying your Spamcontrol Preferences in the ukeecable.ca WebMail Preferences.


How do I know it is working?

If you select “Quarantine” as your junk email configuration option you will be able to see any email that has been identified as spam by viewing the Quarantine folder in your ukeecable.ca WebMail at http://webmail.ukeecable.net (remember, junk email will be automatically deleted from your Quarantine folder after 10 days). If you selected “Delete” then you will notice a significant decrease in the amount of junk email you receive.

What are the configuration options? Which one should I choose?

There are three different options for handling junk email: Spam filter OFF, Quarantine Suspected Junk Email, and Delete Suspected Junk Email. More information about each of these options is included when you are setting your Spamcontrol Preferences.


Does the Spamcontrol detect messages containing viruses?

To some extent, yes. While Spamcontrol focuses on detecting junk email, many messages that contain viruses have similar characteristics as junk email messages and will often be detected as junk email. However, using Spamcontrol is not a substitute for using anti-virus software.

What does the ukeecable spamcontrol filter do?
Ukeecable.ca Spamcontrol is a free feature that helps protect your email address from junk email. It operates on ukeecable.ca email servers, using advanced technology to accurately identify junk email. Its rules for identifying junk email are updated constantly, adapting to changes in the way junk emailers try to mask junk email as legitimate messages. As a ukeecable.ca email user, you choose how junk email messages are handled by selecting an option in ukeecable.ca WebMail Preferences. If you wish, you can even choose not to use Spamcontrol and allow any junk mail to continue through to your Inbox.
Do I have to pay to use Spamcontrol?
No. Spamcontrol is available to all ukeecable.ca Internet customers free of charge.


Does anyone read my email?
No. Spamcontrol is a computer software system. Detection and filtering of junk email is therefore accomplished without human interaction with your messages.
Do I need any special email programs to use Spamcontrol?
No. Spamcontrol operates on ukeecable.ca’s email servers, not on customers’ computers. No additional software is required and the email program you currently use will continue to work when using Spamcontrol.


What do I do if email messages have been filtered incorrectly?

If you are using Spamcontrol to Quarantine or Delete suspected junk email, you can also use Whitelist and Blacklist features to increase the accuracy of the filtering. By adding the email addresses of your friends and associates to your Whitelist, email from those senders will be assured of not getting caught by Spamcontrol. Adding email addresses to your Blacklist of senders of spam or email addresses that you DO NOT want to receive email from will ensure that messages from those senders will get caught by Spamcontrol in the future.

Do I need to take any additional measures to avoid junk email?

While you should not require other anti-spam software programs for your ukeecable.ca provided email, regular precautions should still be taken to help avoid becoming a target for junk emailers.

Ukee Cable TELUS PureFbre Network Hummingbird Fibre Strand



A very important change is underway for your cable services. Get ready for the revolutionary speed and reliability of the TELUS PureFibre network!


The Ukee Cable network will be deactivated on November 15, 2017 and Ukee cable customers are encouraged to contact TELUS to setup their services.


Don’t delay, switch now to start enjoying all the benefits of the #1 internet technology for speed and reliability.


■ Fast, reliable internet speeds

■ Fibre-boosted mobility coverage**

■ 4 x the resolution of HD with Optik TV® 4K† 


To avoid any service disruptions,  please call 1-855-502-2332 or email [email protected] 


Visit www.telus.com/ucluelet for more information.

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