FAQ

Steps to take if your connection appears to be down:

If you have a Waverider modem (a dark grey box labeled “Waverider” with 3 lights along the front panel) Unplug the black power cable that connects to the back of your modem. A picture of the Waverider modem modem is shown below.

For all other radio manufacturers, the radio is located on the outside of your home. You will have a power adapter inside your residence, usually located near your computer or wireless router (if applicable). It will be either white or black, with Ethernet cable connections (similar to a large telephone jack), and a power cable. Pictures of the radio power supplies are shown below.

Unplug the power cord from the adapter and make sure that any lights turn off. Then plug the equipment back in. Wait 1 minute then retry your Internet connection.

If this still does not resolve the connection issue and you have a wireless router, please unplug the power cord to the router and wait 1 minute. Plug the power cord back into the router and wait 1 minute before checking your Internet connection.

If these steps fail to resolve your connection, please call Intelliwave at 855-U-GET-SPEED. When you reach our auto attendant you may want to select OPTION 4 and listen to any messages regarding network outages. We make every effort to keep our customers informed with up to date messages that detail any known problems on the Intelliwave network that will affect customers’ Internet service. If there are no network outages affecting your service area please select OPTION 2 for customer support. An Intelliwave representative will be happy to assist you with any connectivity issues you may be experiencing.


Basic email account setup:

Open your email program and choose Tools -> Accounts from the main toolbar. This option will appear in Microsoft Outlook and Mozilla Thunderbird. (For other mail clients, consult your program’s Help Menu.) You may also search online using Google or another search page, using a phrase such as “How to set up email in ?”
General information for email account setup wizards:

  • Email address: your email name>@intelliwave.com
  • User name or account name: The first part of your email address before the “@” symbol. DO NOT include the “@intelliwave.com” part.
  • Password: the password you chose when you set up your Intelliwave email account by phone with a Customer Service Agent.
  • Incoming mail server address (POP3): mail.intelliwave.com (email is left on your PC)
  • Incoming mail server address (IMAP): mail.intelliwave.com (email is left on Intelliwave Email server)
  • Outgoing mail server address (SMTP): mail.intelliwave.com

If the setup wizard asks if you need to choose “authentication”, choose NO. Save your settings and finish the setup. To test if your account setup worked properly, you can try to send yourself a test message. If it arrives, your email is working!


SMTP authentication for users with a non-Intelliwave email address

If your email provider allows you to receive POP3 email, you can send messages using Intelliwave’s outgoing mail server.

Open your email program and choose Tools -> Accounts from the main toolbar. This option will appear in Microsoft Outlook Express, Microsoft Outlook and Mozilla Thunderbird. (For other mail clients, consult your program’s Help Menu.)

Change the outgoing mail server information to the following:

Outgoing mail server address (SMTP): mail.intelliwave.com

Check the option to use authentication. You will need to type in your Intelliwave username and password to access our outgoing mail server. These settings will not affect your outgoing email address, and the recipient will still see your email address as being sent from your “normal” email address, not Intelliwave.


How to check your email while traveling

Log on to our website at http://www.intelliwave.com. Scroll to the bottom of the page and look for the link titled “Intelliwave Email Login”. Sign in using your Intelliwave email username (the part before the “@” or “at” symbol), and your email password. Click the “Log In” button, your “inbox” will open.

Please note your address book or contact list from your home computer will not be available through the website. You will need to export your address book as a vCard file, and then import it into the webmail settings.

To do this, you’ll need to click on the address book icon in the upper right section of the screen.

Then, click on the “import” link at the top of the next page.

You’ll need to follow the directions of your computer’s mail program to export your old contacts to vCard format. Then, you can upload them here.


Anti-virus / Spyware Tools

Anti-virus software is essential in helping to keep your computer free of viruses, worms and trojans. These types of malicious software, called Malware, can damage files, slow down your computer or take over your computer and potentially expose your information to a third party.

A good anti-virus program will help to protect your computer from thousands of known viruses. Newer versions can scan incoming email or chat messages and provide real-time protection.

AVG Anti-Virus is a popular, free program that you can install to protect your computer. It performs basic anti-virus measures such as scanning email attachments and scanning your hard drive.

Avast is another good, free anti-virus tool.

Commercial programs include stand-alone anti-virus software as well as entire security “suites”.
Manufacturers include:

Spyware is constant threat for internet users today. Spyware can drastically slow your computer and your Internet connection, collect information on your computer to send to a third party, cause pop-up ads to appear and other nuisance behavior. Spyware is also known as malware or adware. The anti-spyware programs work much like anti-virus programs, but target spyware specifically rather than just viruses. These programs need to be updated frequently (just as with anti-virus programs) to keep up with the new threats that appear almost daily.

  • SpywareInfo is a great resource website for fighting spyware in its many forms.
  • Malwarebytes Anti-Malware can detect and remove malware that even the most well-known anti-virus and anti-malware applications fail to detect.

Two free online-only scanners… use these if you suspect that your PC-based programs are malfunctioning:


Router manufacturer websites

Tips for setting up your home network
“I want to personally thank you for your prompt and professional service. The whole Intelliwave team is wonderful! Words cannot express how grateful I am to your service department for their willingness to assist me with restoring not only my internet service, but actually helping me reinstall my self designed, one of a kind internet tower."

– Tod