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 supply which sends power to the KiN radio is a black rectangular box with a single light, shaped like a brick but smaller, much like a laptop power cord.
Just unplug the power, nothing else. Restore power after 10 seconds or so, then 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. (same process)
– the order in which these devices is rebooted is important, sometimes rebooting both at the same time won’t work.

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.
  • Webmail is via gmail, if you are logged into another google account, you will need to click on the icon at the top right and click ‘add account’
    • Webmail link:

For new email addresses created after July 2017: 

POP3: – Enable STARTTLS, default port (110), username is full e-mail address
IMAP4: – Enable STARTTLS, default port (143), username is full e-mail address
Outgoing server is:
SMTP: – Enable STARTTLS, port 587, username is full e-mail address

Webmail is at, full e-mail address required for username.

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 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. Sometimes this could be due to network issues outside of KiN’s network which are beyond our control, and other times may be caused by local wireless interference or usage on your network.
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 [the # of GB included in your monthly service plan]. If you are on the basic plan and exceed your maximum bandwidth, you will be bumped to the next service tier up (with unlimited bandwidth) until you ask us to take you down again, if desired.
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.

For Youtube videos, you can adjust the resolution and bitrate via the gear icon in the bottom right of the video. Settings > Quality. The default is auto so it will choose the highest quality that your connection will support, but this will also use/consume the most data per minute.
For Netflix videos, you can adjust the default quality setting here: – the default is auto, but it will choose the highest quality that your connection speed will support. Low or medium quality will use 0.3 – 0.7 GB per hour, while HD quality will use up to 3 GB per hour of viewing.


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 MalwareBytes Anti-Malware…  or Spybot – search and destroy free editions – (don’t bother with their paid or antivirus editions) though oftentimes, the built-in Windows Defender part of Windows 10 is sufficient on its own. I can’t speak for Mac security software, no personal exp.
Many paid antivirus softwares cause more problems than they solve and slow computers down … this is an opinion and some advice, and I can’t be held liable if you get a computer virus, no matter how.


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.


As an optional security measure, a software firewall monitors all network traffic on your computer and pro-actively protects you from anything you haven’t asked for or permitted. Sometimes they take some configuration to make work right, and they can block certain types of traffic… so sometimes you need to know what you’re doing… but a couple of very simple to use options are:
GlassWire – simple yet powerful, *
* has the advantage of tracking all traffic on your PC by application:
for example, this month Google Chrome has used 75 GB on my desktop PC.
Zone Labs’ Zone-Alarm – most popular free firewall – simple and reliable.

Note that generally any decent router will be providing basic firewall protection between you and the internet … if you want privacy, you want to look into an encrypted VPN, which will cost around $5/mo.