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Quick troubleshooting
I get a 691 error message when I try to connect. What should I do?
This error means that access is denied because your username and/or password are invalid. Make sure that these items are typed in lowercase and that the username and password are the same as those used for the e-mail service authentication.
My access disconnects at irregular intervals. What should I check?
This is not normal. Vidéotron can only disconnect subscribers remaining connected for more than 6 hours of continuous use.
Several factors can cause this problem:
Call Waiting
If you have Call Waiting, turn it off temporarily when you use the Internet. To do this, in the Dial-up connection section, type *70 before the dial-up telephone number.
Extension cord and splitter
We strongly advise against the use of an extension cord or a splitter between your modem and the telephone wall outlet.
Computer/software modem
Your problem may originate from an incorrect configuration, an inappropriate modem driver or a corrupt software network component. We strongly suggest that you download the most recent drivers for your modem.
External problem
Your telephone line can also be the problem. In such a case, contact your telephone company or check all devices that use this line to see if they are causing noise.
Please do not hesitate to call our Technical Support service for help in making the required checks.
Where can I connect when I'm away from home?
Vidéotron has dial-up servers in most urban centres in Quebec. Each of our dial-up subscribers can connect to these servers with no special restrictions, according to the subscription type.
Make sure, however, that the server you choose is accessible locally to avoid long-distance charges from your telephone company.
Here is the list of Vidéotron access points
What minimum computer equipment do I need for dial-up Internet access?
In theory, any computer with a voice modem 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:
http://www.videotron.com/services/en/internet/6_5_2.jsp
Can I access Vidéotron's WebMail service?
WebMail is available for subscribers with Basic Internet, High-speed cable Internet, or Extreme high-speed Internet access. High-speed Business cable Internet access is also available. However, Business cable subscribers will have to contact Business Customer Services to have the service activated.
Subscribers who choose to downgrade their service from cable Internet access to dial-up will continue to enjoy the WebMail service.
Can I access the webcams of special TVA programs, such as Occupation Double, Star Académie, etc.?
This feature is reserved for subscribers to Vidéotron's High-speed cable or Extreme high-speed Internet service. Dial-up subscribers do not have access to the TVA special programs webcams.
Would it be better for me to transfer my dial-up access to a basic cable access?
To check for yourself and learn about the many basic cable benefits and packages, visit the useful links at the following address:
http://www.videotron.com/services/en/internet/6_4.jsp
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