Support

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

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.

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.

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

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 Spam Filter link at the bottom of this Support page to log-in to your account, or find information on how to activate your own Postini account.

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:

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.

Reboot, reboot, reboot. Restarting your computer, router and modem if you have them can oftentimes result in improvements in the connection.

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.

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.

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.

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/

Both platforms are part of our online account management system for members.

Both the web version and mobile app allow you to securely access their account information, change your personal information, manage notifications, update stored payment methods, view bills and payment history, make payments, and report issues.

The free, secure mobile app is available to download and install on mobile devices and tablets.

Yes. All critical information is encrypted in every transaction run and no personal information is stored on your phone or tablet.

Mobile devices do offer you the ability to store your login information for apps installed on the device. If you choose to store your login information, any person who has access to your mobile device can access your account.

You can find your account number on a printed bill statement mailed to your residence or business.

You can also call us at 888-582-3232 for assistance.

Members can sign up for SmartHub via the login page. To create a new online account, click “New User? Sign up to access our Self Service site” on the login page for SmartHub.

You will need to have your account number and email address on hand before starting this process.

On the registration page, type your billing account number, last name or business and email address in the requested fields.

You will receive an email to verify your account. You will then be prompted to change your password.

Visit the Apple App Store or Google Play on your phone or tablet and search for “SmartHub.” Select our free and secure app to begin the download process.

If you have already registered via the web portal, you will be able to log into the app immediately. If you haven’t registered yet, follow the instructions below.

Members can sign up for SmartHub via the login page. To create a new online account, click “Don’t have an account? Register now.” on the login page for SmartHub.

From the registration screen, type your billing account number, last name or business and email address in the requested fields.

You will receive an email to verify your account. You will then be prompted to change your password.

No. It is provided as an option for your convenience. If you do not sign up for paperless billing in SmartHub, you will continue to receive a monthly bill in your mail.

When we upgraded our systems, those who were previously enrolled in paperless billing were not able to be carried over, so while we understand it’s inconvenient, we do appreciate your understanding of having to enroll again.

You can choose to participate in paperless billing, which sends bill statements to the email address on your account. You will no longer receive a copy of your bill in the mail.

Here’s how to change your preference to participate in paperless billing:

On the website:

Click on My Profile
Click on Update My Paperless Settings.
Choose your paperless preference

On the app:

Select Settings
Select Paperless Billing
Choose your paperless preference

You may choose how you receive notifications from SmartHub (email or SMS) by updating your notifications preferences.

1. Log in to your SmartHub account
2. Click on “Notifications”
3. Click Manage Contacts to add or change email address and phone numbers
4. Enter verification code to activate
5. Click on Manage Notifications to set up SMS and email alerts

Auto Pay allows you to pay your monthly bill through an automated draft from your bank account or credit card at no extra charge. By enrolling in Auto Pay, you authorize us to withdraw funds from your selected account to pay your monthly bill on the due date.

How to sign up on the website:

Click on Billing & Payments
Click on Auto Pay Program
Click on Sign Up for Auto Pay and follow instructions

How to sign up on the app:

Select Bill & Pay
Select Auto Pay Program and follow instructions

You can save bank account and/or credit/debit card information for future one-time payments.

On the website:

Click My Profile
Click on Manage My Stored Payment Accounts and follow instructions

On the app:

Select Settings
Select Stored Payment Accounts and follow instructions