Welcome to AccessInternet - Customer Care

Making The Most Of The Internet

It goes without saying that the Internet is pretty amazing. Games, information, entertainment, communication: it's all just waiting for you. And with AccessInternet, you've got one of the finest, and fastest, ways to navigate it.

This section should help you make the very most of your Access service and it's the first place you can come if you need some help figuring it all out or if something doesn't feel quite right. There's a lot of step-by-step instruction to help you get things going and a whole lot of answers to questions customers just like you have had in the past-and you don't need to be a computer expert to understand them.

Problems Don't Always Occur Between 9 And 5
We know all this technology can be daunting so we're here to help. If you ever can't find the answer, need clarification or just don't feel like looking, our Internet help desk is ready to assist you, 24 hours a day, 7 days a week. They're friendly; they're local; they're experts, and best of all, they're patient. If you need them, just call:

24/7 Internet Help Desk: 1-877-469-0418
email: help@myaccess.coop

For more detailed information about AccessInternet click here

  • Installing Your Modem

    Installing a cable modem is a very easy procedure that does not require you to open the case of your computer.
    Access cable modems come in two types: Wired and Wireless.

    Installing a Wired Modem
    1) Set up the modem where you would like it to be located. You will need to connect two different wires to the back of the modem:

    The first is a small round back power cable that has a regular electrical plug-in at the other side. This is the power cable and it gets plugged into an electrical outlet on the wall.


    The second cable is a larger round cable that needs to be screwed in and is the same type of cable that plugs into a TV. This cable needs to be screwed into the back of the modem and then into the wall at the cable outlet.


    2) Once the power and cable lines are connected to the modem you are ready to connect it to your computer. You do this using a cable called an Ethernet cable. Plug one end of the Ethernet cable into the modem and the other end into the back of the computer. The plugs on both ends look like telephone plugs only slightly larger.

     


    3) The whole setup looks like this:

  • Finding Your Modem Serial Number

    Look at the pictures below. Find the modem that looks like yours and follow the instructions on how to locate the serial number. It's probably a good idea to record that number and keep it somewhere safe.

    Motorola SB5100 Series
    The serial number is located on the bar code on your cable modem. This bar code is usually found on the bottom, or on the back of the modem.

    Motorola SBG900
    The serial number is located on the bar code on your cable modem. This bar code is usually found on the bottom, or the back of the modem.


    Motorola SBG901
    The serial number is located on the bar code on your modem. This bar code is usually found on the bottom, or the back of the modem.

    SMC
    The serial number is located on the bar code on your modem. This bar is usually located on the bottom of the modem.

  • Internet Security

    This is serious stuff. Keeping you safe on the Internet is a priority at Access. Internet security is a very large and complex topic, crossing many fields of discipline. We must remain vigilent and constantly evolve to meet new threats.

    Section 7 of our terms of service agreement covers security issues.

    The following links cover the gamut of the security arena and will give you a better idea as to what we do, and what you can do, to stay safe and secure on the Internet.

    Firewalls
    This page explains what a firewall is and how it works as well as how you can get behind one.

    False Alarms
    This page will help you decide if a firewall alert is a legitimate threat or simply a false alarm.

    Mail Servers/Spam
    We don't like spam and this is how we deal with it.

    Report An Incident
    This is a form you can fill out to help us better maintain a safe Internet environment. Please report any network abuse by users of the Access Communications services. Access Communications is dedicated to ensuring that its service is used in a manner that is consistent with the policies set forth in its Service Agreement, which absolutely forbids network abuse like spam. Access Communications takes all reported abuse complaints seriously, and will handle them in accordance with our policies in a timely and efficient manner.

    Closing Ports
    At Access Communications we closely monitor Internet security issues to improve the safety and performance of our Internet service. All of our wireless modems ship with a custom configuration file for our system that allows the "proper" activities (Internet, E-mail, File sharing, PC Gaming) to work while blocking the less desirable activities. We do this by blocking ports on our modems. This is built-in to the configuration files on the modems and cannot be changed or modified by end users or by support staff in the call center. Unfortunately, from time to time new services and new consumer devices come along that require Internet access and may use some of the ports or features of our modems that are not available on our network. The most common of these involves gaming systems like the Xbox 360 or the Playstation 3. While we try very hard to accommodate these situations, it sometimes takes time to modify our configuration files and sometimes the customer request simply cannot be accommodated. In those rare situations the best option is to move to a wired modem from us and then run your own third-party router that can support the features you require.

    If you have any questions, please contact our Internet Help Desk at 1-877-469-0418.

    We also recommend that customers who are concerned about security look into the Access security solution powered by F-Secure. For a low monthly fee, we can provide you with the very latest in Internet security and virus protection.

  • Security Incident Report Form

    Please note that this security incident report form is to be used only for reporting network abuse by users of the Access Communications services, in violation of the AccessInternet Service Agreement. Abuse originating from outside the Access Communications network should be reported to those responsible for the originating network.

    Access Communications is dedicated to ensuring that its service is used in a manner that is consistent with the policies set forth in its Service Agreement, which absolutely forbids spam and other network abuse. Access Communications takes all reported abuse complaints seriously, and will handle them in accordance with the above policies in a timely and efficient manner. Should we require further information regarding your complaint, we will contact you.

    If you are reporting spam (unsolicited bulk email) sent by or relayed through an Access Communications subscriber, please ensure that you have included the complete message and full headers of the message in your report.

    If you are reporting a security violation by an Access Communications subscriber, please ensure that you include relevant log entries in plain text format. Log entries should include — as a minimum — the date and time, source IP address, protocol (TCP, UDP, ICMP, etc.) and any applicable ports involved. Please also be sure to specify the timezone of any times mentioned. We ask that you limit such reports to one offending IP address per report, to enable us to group reports more efficiently.

    As a general rule, the more information you can provide, the more effective we can be at putting a stop to the abusive behaviour. In particular, it would be a good idea to explain why you are reporting something as abuse; it's not always as obvious to us as it is to you.

    Although it is not always possible for us to provide a direct human response to your complaint, we do investigate all complaints. As such, please do not interpret a lack of response as a lack of action taken. If we find that a customer is in violation of our policies, we will take the necessary action to stop the activity in question.

    Thank you for taking the time to contact Access Communications.

    Security Incident Report Form

  • Firewalls

    What Is A Firewall?
    A firewall is a part of a computer system or network that is designed to block unauthorized access while permitting authorized communications.

    Why Do You Need A Firewall?

    • Firewalls help you protect:
    • Your Personal Data
    • Your Computer
    • Your Reputation
    • Your Liability

    Firewalls:
    Firewalls are an important part of Internet security, but they cannot protect you against some of the problems that exist on the Internet. For example, firewalls cannot protect you from the following:

    • Denial of Service Attacks
    • Virus Infection (unless it is part of a software package that includes anti-virus protection)
    • Harassment or Spam e-mails
    • Identity Theft (but it may make it more difficult to get access to the information needed in the first place)

    What Makes A Good Firewall?
    Provide a highly detailed plain text log in a fully documented format that is easily read (rather than being designed to be parsed by computers)

    • Provide an abundance of informative documentation and help files
    • Refrain from exaggerating the potential of a threat or claiming that any incoming packet is an attack; some low-end firewalls behave this way and it makes it harder to interpret an incident
    • Have a minimum number of false alarms
    • Have an active user community that can help you with initial configuration, incident interpretation and long-term maintenance
    • Are run off a separate computer with 2 network cards and proxy the network connection to the other computers

    Where Can I Get A Firewall?
    Note that most modern operating systems (Apple OSX, Windows Vista/7, Linux) all have firewalls of varying strengths built into them. However, it is still a good idea to run a separate program that is dedicated to anti-virus and/or firewall activities. Also, if you are running an older system (Windows XP in particular) you should be running a personal firewall. There are many commercially available products such as Norton or McAfee as well as some free options such as Zone Alarm or Bit Defender that will act as a firewall and (in some cases) an Anti-Virus system on your computer.

    Access Communications offers our F-Secure package (which is included in some of our residential Internet packages) that includes a program that can be installed on your computer that will act as a Firewall as well as an anti-virus product.

  • What is a False Alarm?

    Firewall software blocks and typically logs network activity it sees as 'suspicious'. This interpretation is defined by the firewall's configuration. This works well as long as the firewall has been carefully designed and programmed, and properly configured by whoever is using it.

    Sometimes, A Firewall Reports Something That Is Not An Attack
    A 'paranoid' firewall will be set off and alert the user to an 'attack' when it simply sees network traffic that it does not recognize. Almost as often, the firewall software will 'guess' at what's happening, and report it to the user as fact.This problem is particularly common with personal firewalls. For example, a firewall reported that the IP address 204.83.142.2 is repeatedly connecting on port 53. This is normal traffic: it's the Access Communications DNS server responding to your own computer. A second common problem is that of a novice or inexperienced user setting up and trying to use firewall software with no idea or previous experience as to how it works or even what it's protecting them from. An understanding of the underlying principles of TCP/IP and UDP/IP is required to interpret the output of any kind of firewall. The moral of this story is that the initial set up of your firewall should be undertaken by someone who knows what they're doing.

    We also recommend that customers who are concerned about security look into the Access security solution powered by F-Secure. For a low monthly fee, we can provide you with the very latest in Internet security and virus protection.

    Should I Report All Security Alerts?
    You should report any security incidents you feel are serious, or which you aren't sure of. If in doubt, it's a good idea to report it. We'll sort it out from there. But please do not report security incidents that are clearly false alarms. We have limited resources available to investigate security problems, and it could keep us from a serious threat.

    How Do I Read A Log File?
    If you ever do need to report a problem, it helps to know what's going on — even a little. Here's a quick tutorial on how to read a firewall report.As an example, consider a single line of a firewall log taken from a Linux firewall running the IP chains packet filter:

    Packet log: input DENY eth0 PROTO=17 192.168.2.1:53 192.168.1.1:1025 L=34 S=0x00 I=18 F=0x0000 T=254

    This log message is in a fairly standard format, and is designed to be terse. It contains a lot of technical information useful only to networking gurus, but it can be useful to the rest of us. The log message breaks down like this:

    • input is the rule 'chain' which matched the packet, causing the log message
    • DENY is what the rule said to do to the packet
    • eth0 is the ethernet card (interface)
    • PROTO=17 means that the packet was protocol 17; the most common protocols are 1 (ICMP), 6 (TCP) and 17 (UDP)
    • 192.168.2.1 means that the packets source IP address was 192.168.2.1.
    • 53 means that the source port was port 53; which is the `domain' or 'DNS' port
    • 192.168.1.1 is the destination IP address
    • :1025 means that the destination port was 1025
    • L=34 means that packet was a total of 34 bytes long.
    • S=0x00 means the Type of Service field (it is usually safe to ignore this)
    • I=18 is the IP ID (it is usually safe to ignore this)
    • F=0x0000 is the 16-bit fragment offset plus flags (it is usually safe to ignore this)
    • T=254 is the Time To Live of the packet (it is usually safe to ignore this)

    This log message means that 192.168.2.1 is replying to a DNS request sent from 192.168.1.1. This is normal traffic to see on the Internet, and is harmless.

  • Internet Scams & Spam

    Access Communications is aware of a recent increase in internet scams involving pop-up windows. The scam is disguised as a survey or product offering from Access Communications or other internet providers.

    Please beware of suspicious, misleading emails and internet pop-up windows that claim to originate from Access. Requests to purchase products or for private information such as: usernames, passwords, address details, birthdates, account numbers, or even credit card information, are not legitimate.

    Access Communications will NEVER request your username, password or any other personal information in an email or on the internet.

    Access Communications will NEVER promote products and services that do not relate to telecommunications.

    About Phishing

    Phishing is the act of sending a message and falsely claiming to originate from a legitimate business. Messages attempt to redirect you to a fraudulent website that requests your personal information. Phishing occurs in emails, text messages and on the internet.

     

    If you receive a phishing email or text message, delete it immediately.

    If you see a pop-up window while using the internet, close it immediately.

    If you accidentally click a link and enter your username and password, we recommend changing your password immediately.

    Spam and scam messages often contain:

    • Poorly written messages with many grammatical and spelling errors
    • Threats to discontinue your service(s)
    • Sender email addresses that are not Access email addresses
    • Sender email addresses that you don’t recognize or haven’t received email from in a long time
    • We will continue to notify you of the most serious threats. You can protect yourself from malicious activity with a strong email password, a firewall and up-to-date virus protection software.

    You may also report suspected phishing activity to help@myaccess.coop.

    If you are concerned about any suspicious communication claiming to come from Access Communications, please contact our 24/7 Customer Care Centre at 1-866-363-2225.

  • The Open Relay Problem

    What is Relaying?
    When you send a message to an SMTP server (such as smtp.myaccess.coop), and that message is addressed to an account that isn't on that server (such as johndoe@hotmail.com), then the SMTP server has to pass it on to the addressee's mail server. This action of passing the message on to the destination mail server is called relaying the message.

    Then What Is An Open Relay?
    Most mail servers are set up to serve a particular organization's or individual's network. Normally, the mail server will be configured to relay mail only for users on that organization's network. Sometimes, however, a mail server is misconfigured, and allows users anywhere on the Internet to relay mail through it. A mail server that is misconfigured in this way is called an 'open relay'.

    Why Is This A Problem?
    If your mail server is an open relay, spammers can send their junk to your mail server and your server will automatically relay it to thousands or millions of recipients all over the world.The obvious result of this is that the spammers have effectively stolen resources from your mail server. By relaying such large quantities of mail through it, they will likely be slowing it down and causing delays for your own legitimate users. They are also using huge amounts of your bandwidth, slowing down your Internet connection, and possibly causing you to be charged for the high bandwidth usage.Having your mail server appear to be the source of spam also damages your reputation in the Internet at large. You might even get blacklisted. This means that if your mail server is misconfigured as an open relay, you will soon no longer be able to send even legitimate email to many people.

    Do Open Relays Cause Other Problems For Internet Service Providers (ISP)?
    Yes, they certainly do. The issue of reputation in the Internet at large is a lot more significant for a large ISP. If an ISP starts to be known for harbouring spammers or open relays, other ISPs and networks around the world begin to take actions like blocking all traffic from that ISP. This is a serious concern, and one that Access Communications does not take lightly. It is for this reason that we actively pursue all spammers and open relay complaints against our customers.Additionally, some customer mail servers are configured to relay all email to the ISP's mail server. The ISP's mail server then sees all the email as coming from the customer's mail server, and accepts it for relaying. The problem with this is that if the customer's mail server is an open relay, then it will be accepting spammers' email from all over the Internet, and passing it on to the ISP's mail server, which will then relay it to the destination. This is a serious problem because, to the outside world, it will then look like the ISP's mail server is an open relay.

    What Should Mail Server Administrators Do About This?
    Mail server administrators whose mail servers have been misconfigured as open relays should work to correct the problem immediately. They should configure their mail servers to allow relaying only for messages sent from computers on their local network, as recommended in the Internet Engineering Task Force (IETF) RFC 2505.We have compiled the following list of links to documentation on correctly configuring some popular mail server products against open relay problems. Also, mail server administrators can test their mail servers for open relay problems via Abuse.net's relay tester. Please note that all of the below links are hosted outside of Access Communications, and are provided for mail administrators' convenience only. The information provided at these links is not supported by Access Communications.

    Is There Anything Else Administrators Should Do?
    If a mail server has been an open relay for very long, it will likely be listed in several databases of open relays, such as the ORDB. After fixing the configuration problem to disallow relaying to non-local computers, the server administrator will have to request that the organizations operating these databases retest the mail server, and remove it from their database. Most such organizations will have prominent links on their website to submit an IP address for removal from their database.Until the mail server has been removed from these databases, many other mail servers (including the Access Communications mail server) may refuse to accept mail from it.

Wireless Internet Support

  • Payment Options

    For your convenience, Access Communications currently offers the following payment options:

    Pre-Authorized Payment Do you sometimes forget to pay your bill? With pre-authorized payments, your monthly invoice will be deducted automatically from your bank account on the 1st business day of each month.

    Web or Telephone Banking All major banks are accepted for web or telephone banking. Just use your seven digit account number located at the top left of your invoice when registering Access Communications as a payee.

    Credit Card We currently accept Visa or MasterCard payments which can be done directly on our Online Payment section. Click the "Online Payment" link at the top of this page to be taken to the credit card payment page.

    Mail You can mail a payment to us at:

    Access Communications
    826 57th St E 
    Saskatoon, SK S7K 5Z1  

    Please do not mail cash.

    In Person We can take payments in person at our office located at the address above. We can accept almost any payment EXCEPT for debit card. If you have any questions regarding our payment options, please feel free to contact customer service at 1-866-328-6144 or at cs@littleloon.ca.

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All prices on this web site are subject to change without notice. Features and availability vary by location. While we make every effort to provide you the most accurate, up-to-date information, one of our customer service representatives will contact you and verify your estimate and valid discounts in order to arrive with a complete and final estimate.

We are open 24/7. Please contact one of our friendly customer service representatives, toll free at 1-866-363-2225; we look forward to answering any questions you may have or assisting you with setting up your new services.

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TV
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All prices on this web site are subject to change without notice. Features and availability vary by location. While we make every effort to provide you the most accurate, up-to-date information, one of our customer service representatives will contact you and verify your estimate and valid discounts in order to arrive with a complete and final estimate.

We are open 24/7. Please contact one of our friendly customer service representatives, toll free at 1-866-363-2225; we look forward to answering any questions you may have or assisting you with setting up your new services.