Support FAQ

This support FAQ is a work in progress.  For information on anything not covered here please contact technical support.

Connection problems
Email settings
Speed problems
Safety tips

Connection problems

The first thing to try if you are having connection problems is to reboot your radio or client device. To do this unplug the power cord, wait 10 seconds, plug it back in. This is also known as a “power cycle”. The power device which sends power to the KiN radio is usually a white box with a green light, a 4″ x 4″ square with 3 cords attached, plus a green ground wire. In newer installations this will be a black rectangular box, shaped like a brick but smaller, much like a laptop power cord. Just unplug the power, nothing else. Wait 1 minute for the device to boot up after restoring power.
If your connection is not restored, next perform a power cycle on your wireless router if you have one.

For fibre clients, a reboot is also sometimes required. (not very often) The client device is the white box with green lights mounted on your wall. If you are offline, you can unplug power from that device, wait 10 seconds or so and then plug it back in. It can take up to 2 full minutes to boot up. Usually when the light beside @ is solid, you should have internet access.

Email settings

For accounts:
POP3 (incoming) mail server: ( port 995 )
IMAP (incoming) mail server: (port 993)
SMTP (outgoing) mail server: (port 465 )

  • Use your full email address as the username.
  • You must check ‘my outgoing server requires authentication’ and turn on SSL authentication.
  • Note:
    • On mobile devices, you can set a email account up as a google account.

For accounts:
POP3 (incoming) mail server: ( port 110 )
SMTP (outgoing) mail server: ( port 587 )

  • Use your full email address as the username.
  • You must check ‘my outgoing server requires authentication’Important:
  • For newer mail clients, you must choose to use encryption; check ‘use SSL’, and the port numbers will change:
    995 for incoming and 465 for outgoing. If you use TLS encryption, the ports will be as above. (110 and 587)
    SSL adds another layer of security by encrypting the traffic between your computer and the server,
    but older client software often has outdated versions of SSL which will not be supported by the server.

For more detailed instructions for configuring specific mail clients, click here

Speed problems

Test your speed at our local server:

If you are curious as the true performance of your internet connection, please visit  or the above link and record your results. By keeping track of the speeds you see at different times of day you will see what your connection is capable of and also how it performs when the system is busy. If your download speeds are consistently below their rated levels for the plan you are on, please contact technical support. You should generally see results around or slightly above your service plan’s rated speed in ideal conditions. You may email a log of your results at different times to the support staff [ ] if you feel that there are issues with your connection that need to be addressed.

With our increased backbone capacity there should not be slow times of day, so if there is a speed issue, it is likely local to a particular client or radio … if you make us aware of these issues, there is often an option for improvement.

Streaming video

Depending on your connection speed and that of the server you are connecting to, and the quality (resolution/bitrate) of the video you are accessing, some video streaming services will “buffer” if the download cannot keep up to the playing time. Sometimes you can pause and wait for it to buffer further in advance.
Be advised that video on demand services such as netflix and Shaw Direct VOD will consume more bandwidth than most other online activity, and frequent viewing makes you more likely to exceed your monthly throughput threshold of 20GB after which the data that you transfer will be billable and you will incur extra charges.
KiN makes no guarantees that video streaming services will operate reliably during peak times of heavy network usage. Please be considerate of your neighbours and moderate your own usage responsibly.

Safety Tips

Anti-virus and anti-malware software

In our informed opinion as your Internet Service Provider, it is essential that you maintain basic protection from malicious software on your devices. Antivirus and anti-malware software is easy to find and install and there are a variety of free options available on various download sites around the net. There are also options for blocking popup ads in most browsers and we encourage you to try other web browsers to find one you like best. Be careful with plugins and especially toolbars as some can slow down your computer and degrade your web-browsing experience.
While Kaslo infoNet can’t endorse a particular product, our technician personally recommends Avast! Free Antivirus and MalwareBytes Anti-Malware.


Many popup and other web ads pretend to be things they are not. Don’t click on anything but the red X of any window you don’t trust or didn’t ask for. Some will even pretend to be windows operating system, or antivirus messages. Be wary and vigilant to guard against scams. If you are getting a message about an infection ensure it is coming from the antivirus program that you have installed. There are fake anti-viruses which are scams.

Installing software

Be careful not to install any optional, ad-supported, or other components which are not part of the software package you are installing. Very often free software publishers are subsidizing their operations by putting a “would you also like to install this?” type of option which will get you something else, which might compromise your system. Toolbars can often be adware or spyware (two types of malware) and often sneak into your system this way. Watch for them, and uncheck those boxes during installs. In Windows, you can generally uninstall any unwanted program through the control panel. Be careful and play it safe.