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Technical Support

Hours of Operation:

7:00am – Midnight on Monday to Friday.

8:00am – 5:00pm on Weekends and Holidays.

Customer Care

Hours of Operation:

8:00am – 8:00pm on Monday to Friday.

Closed on Weekends and Holidays.

Billing & Account

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8:00am – 8:00pm on Monday to Friday.

Closed on Weekends and Holidays.

questions about everything CCI

FAQ's

WHAT E-MAIL PROGRAMS ARE SUPPORTED?

Most e-mail programs will work, as long as they support the standard protocols used by our servers. Your installation technician will be able to assist you. See the table of system requirements HERE for a list of common, fully supported, e-mail programs.

HOW DO I CONFIGURE MY E-MAIL OR ADD MORE E-MAIL ACCOUNTS?

Please view the User Guides section below and view the E-Mail Setup Guide that corresponds to the e-mail software you are using. For assistance or to add additional email accounts you may also contact our technical support team at 1-888-240-2224.

WHAT IS WIMAX?

WiMAX is a 4G wireless technology that enables high-speed transmission of data over long distances from your CPE device to our transmission towers. It is flexible, fast and secure.

WHAT IS THE DIFFERENCE BETWEEN WIFI AND WIMAX?

WiFi is the wireless technology used to connect computers to a wireless access point. (i.e. a wireless router) It is usually deployed on local networks, such as homes and coffee shops, and is used to serve a small area, measurable in metres. WiFi is a contention-based technology where all connections vie for use of the same channel and share bandwidth.

WiMAX is the technology that allows long distance connections, measurable in kilometres, to the Internet via a local transmission unit and a network of transmission towers. It is superior to WiFi as it provides more control of client access speeds. WiMAX is the service provided by CCI Wireless.

WHAT IS LTE?

LTE stands for Long Term Evolution and it is the latest radio communications technology. It allows for much greater data transfer than WiMax technology, thus allowing more consistent and higher speeds. Between 2015 and 2017 CCI Wireless will be installing this technology on their towers along with its current WiMax technology. Check to see if LTE is available in your area.

WHAT IS THE DIFFERENCE BETWEEN AN INDOOR CPE AND AN OUTDOOR CPE AND WHICH ONE WILL I NEED?

An indoor CPE will be located inside your home, usually near your computer. It is about the size of a VHS video tape.

An outdoor CPE will be installed outside, attached to the side of your home or your roof. An outdoor CPE has a stronger signal and is typically used to extend service to locations that are further away from the tower. The outdoor CPE is only slightly larger than the indoor units.

We will determine which type of CPE is appropriate for your particular location and proximity to our transmission towers.

HOW SECURE IS THE SERVICE?

We at CCI Wireless have taken every possible precaution to ensure your data is protected. The Customer Premise Equipment has a built in Firewall and advance Data encryption. We incorporate state-of-the-art encryption technology to secure your wireless connection and every part of our network is monitored 24 hours a day by our Network Operations Centre.

TRAFFIC ENCRYPTION

All traffic over-the-air (OTA) is encrypted. The Advanced Encryption Standard (AES) CCM is the cipher used for encrypting subscriber traffic Over the WiMAX MAC interface. The WiMAX approach to AES encryption uses Counter Mode with Cipher Block Chaining Message (CCM) Authentication Code. With AES CCM, the sending party generates a unique per-packet value and communicates this value to the receiver – a technique that can mitigate man-in-the-middle attacks because attacks will have difficulty substituting traffic. As further protection, a Traffic Encryption State machine uses a periodic key refresh mechanism to enable sustained transition of keys.

To optimize the re-authentication mechanisms for supporting fast handovers in Mobile WiMAX, a 3-way handshake scheme is supported. This method is useful to prevent any man-in-the-middle attacks. Note that this is the same encryption system used by cable companies to provide secure Internet service on a shared medium (Coax Cable). The protocol was adapted from the data-over-cable service interface specification (DOCSIS) BPI+ security protocol used on cable modems.

SHOULD I BE ADDING SECURITY TO MY NETWORK OR PC?

We suggest you take the necessary precautions on your home WiFi network to protect against intruders. We also suggest that you look into installing anti-virus protection on your PC, since viruses and other ‘malware’ do exist on the Internet and we do not restrict or filter any content you may choose to access.

However, the CPE device features a built-in router and firewall, preventing would-be attackers from reaching your computers through the Internet, as long as you have not created a hole for them by downloading and running programs or files from untrusted sources.

HOW DO I GET MULTIPLE PCS TO SHARE MY INTERNET CONNECTION / DO I NEED A ROUTER?

In order to share your Internet connection you must have a router or switch connected to your CPE.

If you are using a switch, simply connect any port on the switch to the CPE device, and connect each computer to any other port on that switch. The CPE device will handle the process of configuring all connected computers to connect to the Internet automatically.

If you are using a router, connect the CPE to the ‘WAN’, ‘Internet’, or ‘Uplink’ port on your router. Your router must be able to provide address translation and DHCP, both of which are standard features that can be found on both wired and wireless models. During initial setup of your router, while following the instructions given in its manual, follow the steps under the section that most closely resembles ‘my ISP uses DHCP to connect me to the Internet’ when asked whether you use DHCP or static IP configuration to connect to the Internet.

HOW DO I CONNECT MY EXISTING WIFI PC TO THE SERVICE?

You must have a WiFi base-station (i.e.: wireless router), connected to your CPE in order to use the service. Compatible base-stations may be found at any local computer retailer, and setup instructions come in the box. Usually, the ‘WAN’, ‘Internet’, or ‘Uplink’ port will be connected to your CPE, and your computer will connect via WiFi to the base-station.

WHAT IS AN IP ADDRESS?

This is an address, not unlike that given to your house, that identifies where your computer can be found by other computers connected to the Internet. It can be assigned dynamically by another computer or it can be configured manually when it never needs to change. Both methods of assignment offer equal performance and features.

CCI Wireless uses dynamic IP address assignment (DHCP) to provide each customer with an address. Every time your CPE restarts, it must ask one of our towers for an address before it can connect to the Internet; this process is usually pretty fast.

CCI Wireless does not normally assign static IPs to customers. This reduces the amount of work that you need to do to get your computers connected to the Internet and it does not impair your ability to browse websites, download files, or send e-mail.

If you know that you need a static IP address, please contact our Technical Support Team to inquire about a dedicated public IP addresses for commercial use.

HOW DO I CONFIGURE MY WEB BROWSER TO ACCESS THE INTERNET?

You should not need to do any configuration to have your Web browser access the Internet. Our installation technician will ensure your Web browser is working as part of the installation process.

HOW CAN I FIND OUT IF SERVICE IS AVAILABLE IN MY AREA?

You can check our availability maps to view current and future serviceability areas or contact our Customer Care Team at 1-888-240-2224 option 2 for assistance.

HOW CAN I SIGN UP?

After checking our availability maps, if you are within one of our service areas you will be able to sign up using our online form, or contact our Customer Care Team at 1-888-240-2224 option 2 for assistance.

IS THERE A COST TO ME IF THE SERVICE IS UNAVAILABLE AT THE TIME OF INSTALL?

No. If our technician is unable to install and test the service to your satisfaction there will be no cost to you, and any deposit made will be refunded.

WHO CAN I CONTACT WITH GENERAL QUESTIONS?

Our Customer Care Team is available by calling 1-888-240-2224 (Option 2) Monday to Friday, 8:00 am to 5:00 pm MST, or via email at info@cciwireless.ca or online chat to answer any questions you may have regarding our services.

WHO DO I CONTACT IF I HAVE TECHNICAL QUESTIONS OR NEED TO REPORT A SERVICE ISSUE?

Please see our Technical Support FAQ page for more information or contact our Technical Support Team at 1-888-240-2224 option 1.

WHAT ARE THE UP-FRONT COSTS ASSOCIATED WITH MY SERVICE?

Once it has been determined that CCI Wireless should be able to install service to your location via sign up with our customer care department and account will be set up.  Once service has been installed, a one time installation fee of $149.95 will be applied to your first bill.  If we are unable to install the service due to poor Line of Sight there are no costs to the customer.

HOW AND WHEN WILL I BE INVOICED FOR MY SERVICES?

We bill for our monthly services one month in advance. Our billing is completed electronically via email and comes in a format which you can print and save as needed.

WHAT ARE THE PAYMENT OPTIONS?
  1. Pre-authorized monthly withdrawal from bank account, Visa or MasterCard
  2. Call Customer Care @ (888) 240-2224 option 3 to pay over the phone using Visa or MasterCard.
  3. Mail a Cheque to:
    • CCI Wireless Suite #137, 465 Aviation Road NE Calgary, AB T2E 7H8
  1. NEW Online Banking is now available. Please see the list below for current availability of this service by banking institution:
    • RBC (Royal Bank)
    • Scotia bank
    • ATB (Alberta Treasury Branch)
    • TD Bank
    • CIBC
    • BMO (Bank of Montreal)
    • Certain Credit Unions – Please check with your branch
WHAT ARE THE LATE PAYMENT OR NSF CHEQUE CHARGES?

Payment is due on, or by the 20th of each month. If payment is not received a $10.00 late payment fee will be applied to your account.

For NSF cheque payments, a fee of $25.00 will be charged per NSF.

WHAT IF I WISH TO CANCEL MY SERVICE?

We require a minimum of 30 days notice for cancellation of any CCI Wireless Monthly Services.

Hardware purchased is non-refundable and the balance of any hardware payment plan in place is due at the time of cancellation.

Your home phone service is non-contracted and may be cancelled at any time with no termination fees.

Internet Service on a month-to-month contract may be cancelled at any time after the 12 months of service with no termination fees. A cancellation charge of $75.00 is applied if service is cancelled within the first 12 months.

Internet Service on a 2 Year Term: Termination fee is applied of $20.00 per month remaining on the term OR $200.00 maximum termination fee, whichever is less.

ACCOUNT DISPUTES

Any and all account disputes must be made within 90 days of the original date.

How to

Guides

Below you will find a series of installation and user guides in PDF format. Click a link to view a document, or you may choose to save the file by right-clicking its link and choosing the appropriate action (e.g. Save Link As).

 

All files are in PDF format. PDF File

What type of computer do I need?

Any type of computer with Microsoft Windows or Mac Operating System and a network interface (Ethernet port) will work. Be sure you have a web browser (i.e.: Internet Explorer) and an e-mail client (i.e.: Outlook Express) installed. All modern computers should have these resources already.

CCI Wireless supports the following systems:

CATEGORY MINIMUM SYSTEM REQUIREMENTS RECOMMENDED WINDOWS SPECIFICATIONS RECOMMENDED APPLE SPECIFICATIONS
Operating System Modern Operating System
(32 or 64 bit support)
Windows XP SP3,
Windows Vista,
Windows 7
Mac OS X 10.4,
Mac OS X 10.5,
Mac OS X 10.6
Processor Type Intel Pentium 4,
AMD Athlon XP,
or PPC G5
Intel Core 2 Duo (64bit,)
AMD X64 Op teron (64bit)
Intel Core Duo (32bit),
Intel Core 2 Duo (64bit)
Processor Speed 1 GHz 2 GHz 2 GHz
Memory 512 MB 2 GB 2 GB
Hard Disk 20 GB 40 GB 40 GB
Communications Ethernet Port Ethernet Port Ethernet Port
Video 32 MB
thousands of colours
64 MB
millions of colours
64 MB
millions of colours
Screen Resolution 1024×768 1280×1024 1280×1024
Browser Modern web browser with 128-bit encryption support Microsoft Internet Explorer 7.x+,
Mozilla Firefox 3.x+
Apple Safari 3.x+,
Mozilla Firefox 3.x+
Mail Software POP3 or IMAP capable with SSL or TLS encryption and user authentication support Outlook 2003-2008,
Outlook Express,
Mozilla Thunderbird
Apple Mail 3.x,
Apple Mail 4.x,
Mozilla Thunderbird
 CATEGORY  MINIMUM SYSTEM REQUIREMENTS  RECOMMENDED WINDOWS SPECIFICATIONS RECOMMENDED APPLE SPECIFICATIONS
UNABLE TO CONNECT TO THE INTERNET?

If your computer is unable to access the Internet, follow these troubleshooting steps:

  1. Check cables and connections
    • You will have two cables that run between your computer, your CPE and the wall:
      • A network cable that runs from the computer to the CPE.
      • A power cable that runs from the computer to an electrical outlet.
    • All cables should be plugged in securely.
    • Cables should not be frayed or damaged.
    • Try disconnecting and reconnecting cables.
    • Try your connection again.
  2. Reboot CPE and computer
    • Shut down and turn off the CPE and the computer for 10 seconds.
    • Restart both the computer and CPE, ensuring the CPE has power.
    • Try your connection again.
  3. Check for hardware conflicts

 

Windows XP users

  1. Click the Start button.
  2. Choose Settings. Otherwise proceed to step 3.
  3. Click Control Panel.
  4. Double-click System
    • NOTE: If you’re using Windows XP Category View, click Performance and Maintenance then click System.
  5. Open the Device Manager. Look through the list of hardware for any exclamation marks or question marks.
  6. If you find no markings, close the window.
  7. If you find either an exclamation or question mark, please contact your local computer dealer to have the conflict resolved.

 

Windows Vista or Windows 7 users

  1. Click the Start button
  2. Click Control Panel.
  3. Click System & Maintenance.
  4. Click Device Manager.
  5. Look through the list of hardware for any exclamation marks or question marks.
  6. If you find no markings, close the window. If you find either an exclamation or question mark, please contact your local computer dealer or support centre to have the conflict resolved.

If you have continue to experience connectivity issues. Please contact our technical support team at 1-888-240-2224 option 1.

INTERMITTENT CONNECTION WITH INTERNET?

If your internet connection is spontaneously dropping while you’re trying to surf the Internet, follow these troubleshooting steps.

  1. Check cables and connections
    • You will have two cables that run between your computer, your CPE and the wall:
      • A network cable that runs from the computer to the CPE.
      • A power cable that runs from the computer to an electrical outlet.
    • All cables should be plugged in securely.
    • Cables should not be frayed or damaged.
    • Try disconnecting and reconnecting cables.
    • Try your connection again.
  2. Reboot CPE and computer
    • Shut down and turn off the CPE and the computer for 10 seconds.
    • Restart both the computer and CPE, ensuring the CPE has power. You should make sure the CPE is powered on first.
    • Try your connection again.
CANNOT SEND / RECEIVE EMAIL?

If your email is not working (i.e.: you cannot send and/or receive emails) follow these steps.

  1. Check to see if you have connectivity
    • See if you can get to any websites. Open your web browser (ie. Internet Explorer) and try to navigate to some websites.
    • If you cannot connect to any websites please follow the steps in section 1 “Unable to Connect to the Internet”
  2. If you have connectivity to the Internet, check email settings:
    • Please visit the Installation & User Guides page and view the E-Mail Setup Guide that corresponds to the e-mail software you are using.

Are you experiencing a technical issue?

Send us a message and a technical service representative will answer within 24 hrs.

Download CCI Wireless Remote Support

 

Please only download this software if you have been instructed to do so by CCI Wireless from our Technical Support Team, otherwise use the form above to contact the Technical Support Team about your issues first.

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