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New: test your Internet connection speed!
Quick troubleshooting
What minimum computer equipment do I need for cable Internet access?
In theory, any computer with a network card and running an operating system using the TCP/IP protocol can access the Internet.
However, given the wide range of possibilities, Vidéotron must limit its technical support to the following minimum configurations.
My Internet access doesn't work. What should I do?
It is possible that your computer is the main cause when an Internet access fails. To rule out this possibility, shut down your computer. Wait a few seconds, and then restart your computer.
It your Internet access still doesn't work, re-initialize the modem (reset). To do this, disconnect the electrical connector from the wall outlet, wait 20 seconds, and then reconnect the connector. After one minute, restart your computer and try to access the Internet.
If your access still doesn't work, contact Technical support in your area, available 24 hours a day, 7 days a week.
My Internet access is very slow. How can I tell if my speed is normal?
Make sure that no icons for file-sharing applications, such as BitTorrent and Kazaa (P2P), appeared on the taskbar. These applications significantly slow down your Internet connection.
Also, given the logical and physical design of the Internet, we are unable to guarantee a specific speed when you navigate on a particular site.
However, our FTP site offers you a file for speed tests.
<ftp.videotron.com/pub/10mo-file>.
A speed error may also be caused by the Internet browser. We strongly advise you to perform the speed test in MS-DOS mode (available only with Windows):
- Click Start and then click Run.
- In the white rectangle, type "command" (or "cmd" under Windows NT/2000/XP) (without the quotation marks).
- In the MS-DOS command line, type "ftp ftp.videotron.ca" and press Enter.
- When prompted for a username, type "ftptest."
- For the password, type "ftptest" (the password will not appear when you type it).
- Type the command "has" and press Enter. Type the command "bin" and press Enter.
- Type the command "get 10mo-file." This downloads the file.
At the end of the download, you will be able to read the average transfer speed. According to your subscription package, your speed should be in the following ranges:
- Basic cable access: between 11 and 15 Kbps
- High Speed Internet Access: above 200 Kbps
- Extreme High Speed Internet Access: above 300 Kbps
This speed is for reference and applies only on our FTP site.
**** Remember that the servers and web sites outside the Vidéotron network are not within our control. Our role is limited to providing you with an access to them.****
If the problems persist, call our Technical support. One of our advisors will conduct the necessary verifications.
I just formatted and I want to install my modem on USB
Make sure that you have the latest version of the installation kit. You can download it at the following address:
http://www.videotron.com/services/en/votre_compte/telechargement-download.jsp
Your computer will restart automatically once installation is complete. Connect the USB modem cable to the computer and, at the prompt, insert the Windows CD-ROM.
I want to change my e-mail aliases or my password
You can make these changes to your account via the on-line services available at the following address:
http://www.videotron.com/services/en/votre_compte/index.jsp
If you do not have a Self-service account, you can create one with the "I would like to register" option.
I want to view my e-mails when I'm away from home
Our POP3 incoming mail server <pop.videotron.ca> is accessible anywhere in the world, from any Internet connection.
You have two simple options for accessing your e-mails:
A) Use the WebMail service
Access your e-mails directly from our Internet site at http://www.videotron.com via the WebMail tab.
If this is your first visit, you'll need to register by selecting Activate your WebMail. You will need your Internet username (vlxxxxxx) and your password.
Once registered, you will have direct access to the WebMail service at the following address:
https://courrielweb.videotron.ca/
B) Configure a client mail program
Simply configure the mail program of the computer you are using in the same way as your own. Information on configuring the most popular mail programs is available at the following address:
http://www.videotron.com/services/internet.ca/en/clients/assist/mail/mail.jsp
Length of time e-mail messages are stored on the server.
Please note that your e-mail messages will be stored on Videotron's e-mail servers for a given period. It is highly recommended that you save them on your computer or in a personal folder. Please note the length of time e-mail messages are stored for the following folders:
Inbox
Messages more than 60 days old will be automatically deleted from the Inbox folder. If this folder includes mail you want to hold on to for a longer period of time, it is highly recommended that you save them on your Computer or in a personal folder.
Drafts
Messages more than 60 days old will be automatically deleted from the Drafts folder. Review the messages in this folder from time to time to ensure that it does not include mail you want to hold on to for a longer period of time.
Trash
Trash is automatically emptied at the end of every day. Messages in your trash do not count towards your account limit.
Sent
Messages more than 60 days old will be automatically deleted from the Sent folder. Review the messages in this folder from time to time to ensure that it does not include mail you want to hold on to for a longer period of time.
I have a router. Can I have cable access?
Yes. But Vidéotron's technical support extends only to re-initialization of your router (reset). You may therefore have to connect your computer directly to the cable modem to help us diagnose a problem.
My account statement shows charges for excessive Internet use and I'm sure that I'm not responsible for this. What should I do?
If you believe that you are not responsible for the excess usage, you need to have your computer's security checked as soon as possible. Several viruses, spyware applications and Trojan horses can, without your knowledge, generate excessive bandwidth traffic. Some can also open your computer to hackers.
If you suspect a computer crime, contact your local police station or the Sûreté du Québec.
You can submit a claim to your insurer if your insurance policy covers computer crime.
We remind you that Vidéotron cannot be held responsible for security of your Internet access, as stipulated in our contract.
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