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Support FAQ

Q:

  

How can I contact Technical Support?

A:

Visit our Contact Technical Support page if you are in need of technical assistance. Or call 877-583-6711, email: support@connections.net

Q:

  

How can I configure my email for your service?

A:

Our "Email Configuration" page provides the necessary information for configuring any email program or application for our service. There is also information provided for configuring email on mobile devices such as tablets and smart phones. If you need further assistance, our Support Desk is available to assist.

Q:

  

How can I check my email from work or from a different computer?

A:

You can easily access your email from any computer in the world that has Internet access. Simply visit your local homepage, click on the Webmail link and enter your Username and Password. You can also link to your webmail from the "Webmail" link at the top of this support page.

Q:

  

Why can't I open attachments in Outlook Express?

A:

If you receive an error when trying to open an attachment, or if the attachment is "grayed out" it is likely a security setting in Outlook Express. This feature blocks access to all email attachments that contain a file type that could "potentially" contain a virus. This security feature can easily be disabled to allow access to safe attachments. Note: having updated antivirus software on your system is extremely important. With current antivirus software, you can safely leave this Outlook Express Security feature disabled.

To disable this Security option:
  • Open Outlook Express and click Tools and down to Options
  • In Options click on the Security tab
  • Uncheck the box that reads "Do not allow attachments to be saved or opened which could potentially be a virus"
  • Click Apply and OK to save changes

Q:

  

What can I do about junk email or Spam?

A:

The Postini service is an excellent option for blocking unwanted emails. This option may already be active on your account. You can click on the Postini link at the top of this Support page to log-in to your account, or find information on how to activate your own Postini account.

Q:

  

My Internet Connection seems slow – what can I check?

A:

There are many possible factors that can result in poor internet speeds when web-browsing, video buffering etc. Here are a few common causes and tips:
  1. Verify whether the same issues occur on other devices. Test with a different computer, or device. If the issue only occurs with one PC or device, then the problem is not with your internet connection, router / modem.
  2. Reboot, reboot, reboot. Restarting your computer, router and modem if you have them can oftentimes result in improvements in the connection.
  3. If you're using Wi-Fi, you might find that your router and internet are fine, but your wireless signal is weak or experiencing interference, causing a slowdown. In that case, you may need to reposition, tweak, and boost your router. There are many online tips available for tweaking the wireless channel or signal within your wireless router.
  4. Look for bandwidth hogging applications, or devices. If your computer is downloading a large file, streaming Netflix or a YouTube video, it may have an effect on the speed of other applications or devices. Similarly, if other devices in the home are streaming video such as Netflix, or performing online gaming etc. you may see a degradation of speed to other devices in the home. The more bandwidth that is in use by other devices or programs, the less bandwidth that will be available elsewhere. "Cloud" backup services such as Apple ICLOUD, or Dropbox may also be running in the background, backing up your pictures and videos etc. to an off-site backup to the web. This can transfer very large amounts of data and oftentimes without you even being aware. Look to turn off those services, or only run them when the Internet will not otherwise be in use.
  5. Check your web-browser (Internet Explorer, Google Chrome, Mozilla Firefox etc). It may be that your Internet connection is fine, but your web-browser is experiencing troubles, or loaded with Add-ons, Extensions, or Plugins that are slowing down the response time. It may be a good practice to have alternate web-browsers to test. If you customarily use Internet Explorer – try Mozilla Firefox or Google Chrome. These alternate browsers are oftentimes less susceptible to troublesome Add-ons and extensions. You will also want to disable or remove Add-ons, plugins, or extensions periodically within your browser to keep it running smooth.
  6. Test your connection speed. Turn off any other computers or devices that may potentially be using the Internet connection – including smart-phones and tablets – and then test your Internet speed. There are online speedtest sites that can give a fairly accurate report of your connection speed. Keep in mind these testing sites are off-site, so if you are able to test to these remote locations and receive 70% of your advertised speed, or higher – that is a good result. Compare those results with the rate plan you are paying for.

    Popular online speedtest sites:
    http://www.speedtest.net/
    http://www.speakeasy.net/speedtest/
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