Before you call, please check the guidelines below to help us analyse
the problem and speed up its solution.

1. Email

a) Problems with email downloading (get email) or email sending
    Please follow these instructions:

• Go to www.ottawaonline.com main page and click Mail Bag or Webmail link on the left, based on what you were instructed to use.
• Enter your user name and password.
• If your email is working via Mail Bag or Webmail, the problem might be with your local email client (your computer's email program) or Internet access. First check your computer email client (Outlook, Netscape Communicator) settings and see if you can browse the Internet.
• If you can browse (access is O.K.), go to Ottawa Online Support Center (link from the Main/Home page), proceed to Email Support Center.
• Check the Settings and Email FAQ links for help.
• If you've taken these steps and the problem persists, call us.
• Have the email account info ready
  (email address, user name and password)

b) Email downloading is stuck, repeats etc.
    Call us for assistance. There may be a problem with one of the messages in your mailbox.

c) Email messages disappear from your Inbox or you cannot open them.
    This could indicate a Virus infected email was downloaded.
    Run your Virus Check (anti-virus) program immediately and
    quarantine or repair the infected files.
    Reboot your computer.
    Remember to update your Virus Detection Program every week.

2. Website or Browsing Problem

a) Browser stuck or not seeing updated version of Web pages,
    login is not working etc. ...

• While holding "Shift" key down, click "Refresh" icon on top of your browser window. Repeat if necessary. This loads the most updated, uncached version.
• Clear the Memory Cache
  MS Explorer --> Go to "Tools", then "Internet Options",
  in Temporary Internet Files click "Delete Files" (mid section)
  Netscape Navigator --> Go to "Edit", then "Preferences". Click on "Advanced" on the left and select "Cache". Click "Clear Memory Cache" and "Clear Disk Cache". Click "OK".

b) Cannot browse the Internet
In this instance there is a problem with your Internet access.
First, check if your phone is working and everything is hooked up.
Check if your ADSL cable is connected and the modem is "On".
If the problem persists, contact your Internet Access Provider.
(Ottawa Online Dialup Customers can call I Am-Net.com at 877-343-8325.)