Troubleshooting FAQ's

Troubleshooting email issues

There are a few common mistakes that lead to email not working properly.

Please enter your username and password message

This is usually due to not having the full email in the user name field (i.e. customer  instead of customer@canadasurfs.ca).  Some email programs will not prompt for the username, and will default to an incorrect value.  The password may be incorrect, or caps lock may be turned on by accident.

Unable to connect to your email server message

This is most often due to a typo on the incoming and/or outgoing server information.  The most common mistake is forgetting the ‘s’ in canadasurfs.com (i.e. pop3.canadasurfs.com).  Verify that the incoming and outgoing servers are set to pop3.canadasurfs.com and smtp.canadasurfs.com respectively.

I can receive email, but cannot send

Any email sent across Broadband Surfer Canada’s network must be sent through our outgoing server.  This allows us to monitor outgoing email volumes to protect the network from spammers and ensure good performance for our customers.  Any and all email accounts used on our network must be set to use smtp.canadasurfs.com as their outgoing server, even if they are not canadasurfs.ca email addresses. 

I used to receive email, but now I can’t

If your mailbox on our server is full, it won’t accept any more incoming email.  Log into your webmail at mail.canadasurfs.com, empty the Spam folder, and delete any old emails.  For more detailed instructions, see our document regarding webmail.

My email isn’t with Canadasurfs, and I can’t receive email

Email from other companies will use their own settings entirely.  Contact your email provider, or consult their web page for server settings.  The only setting required to use other companies’ emails on our network is to use our outgoing server, smtp.canadasurfs.com- the incoming server must reflect their settings in order to operate properly.

If your email is still not working after checking the username, password, and incoming/outgoing servers, its possible more advanced settings are incorrect. 
Consult your email host to determine the correct settings for their system.