Discover easy ways to solve common network problems
Internet
Why can’t I get on the Internet?
For Oneida Customers:
You do not have a modem in your house. If you have a router, try unplugging the power to the router and plugging it back in. Restarting your router will fix this problem most of the time.
For Rio Customers:
DSL customers normally have a four-port modem. However, our newer modems have five ports on them. Look at the label on top of your modem to determine which port you will need to plug your router into.
If it says Internet Port 1 only, connect your router from port 1 on the modem to the WAN port of your router. Computers and routers will not work if you connect to ports 2, 3, or 4, as these are for video only. After you connect to port GB Ethernet, connect your computer to a LAN port on your router or use wireless.
Why can I surf the Internet but can’t check email?
If you can surf the internet but are having issues with your email, it means that there is a good connection from your house, but there is a problem with your email client, email settings, or an issue with our email server. Look at our email support pages for email settings.
Why can I check email but cannot surf the Internet?
If you are experiencing this problem, it means that the connection is good from your house, but there is an issue with your web browser. This is often related to toolbars or other add-ons that are installed in the browser. Try removing any toolbars that have been installed or resetting your web settings to default. This will disable any add-ons that have been installed in your browser. There is also a chance that your computer has been infected with a virus, spyware, or malware. If this is the case, you can call your local computer technician for further help.
MAC addresses
Our equipment restricts the number of physical addresses (MAC) allowed for each service. This is why we only have limited IP addresses that we can hand out to each customer. The current restriction is two MAC addresses per service. In order to connect more than one device to your data service, you will need to purchase a router.
If you try to connect multiple devices, there is a chance you will use up the available addresses allowed on your port, and no other devices will be allowed access. If that happens, you will need to call us, so we can remove the MAC addresses you are not using anymore. The only other way is for that lease to time out, which might take a while, depending on when the lease was acquired.
Email Settings
Incoming Mail Server (IMAP) Requires SSL:
E-Mail Account Settings for Otelmail.com (Internet Message Access Protocol or IMAP)
These settings will work on tablets, smartphones, personal computers, etc.
mail.otelmail.com
Use SSL: Yes
Port: 993
Outgoing Mail Server (SMTP) Requires TLS:
smtp.otelmail.com
Use Authentication: Yes
USE STARTTLS: YES
(SSL on some clients) Port: 465 or 587
Account Name:
Use your full e-mail address. (yourusername@otelmail.com)
Password:
Your otelmail.com password