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Support Information
Prior to contacting us, be sure to review the FAQ as well as this page as these contain valuable information.
If you are still experiencing trouble or have questions, please contact us.

IMPORTANT: never use the reset button on your DSL modem or router unless instructed to do so by us.

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DSL Setup

DSL setup diagram
  1. For each phone, fax, security system, satelite dish, and other device that connects to your phone line, you need to install a filter. Your DSL modem should not have a filter on it.
  2. Connect the phone cable from a phone outlet to your DSL modem. This cable must be under 2 metres long and you should not use modular extension cords.
  3. Connect the network cable from your computer or router to the DSL modem
  4. Connect the power cable from a power outlet to your DSL modem
  5. Wait for one minute and look at the "DSL" light on the front of the modem. It should be solid. If it is not, verify your setup as in step 1. If you are still having problems, please contact technical support
Never use the reset button on your modem unless instructed to do so by us.





Internet Connection Setup
  • For DSL services:
    • If you have purchased a modem from us, it is already pre-configured. There is no further action required. Never use the reset button on your modem unless instructed to do so by us.
    • If you have not purchased a modem from us or need to configure credentials on a router or PC with a modem in bridge mode, you can configure a PPPoE connection with your PPPoE login. Please see the section on modem configuration for details.
  • For dial-up, configure a dial-up connection with your username and password. Please contact us if you require assistance with this.





DSL (PPPoE) login

A PPPoE login is used by your modem/router to connect to our network. You may obtain your login from the Customer Portal by clicking on My Services, then Manage under your Internet package. We recommend that you print out that page, so that if you need to configure a new modem or router or accidentally reset yours when troubleshooting, you will be able to restore connectivity easily without contacting us.

The PPPoE login is also used by other services, such as our SSH tunnel and outbound e-mail (SMTP) server.




E-mail Setup for DSL and dial-up customers

To add e-mail addresses, please use the service-specific form in the Customer Portal. This is found in My Services --> Manage (beside the appropriate package) --> "Add e-mail address".

To remove e-mail addresses, please use the Contact Us feature in the portal (choosing Delete Mailbox for the ticket type).

You will receive an e-mail response with login and configuration details/help as soon as your mailbox is created.

We have IMAP, POP3, and SMTP access, as well as a webmail interface. All of these are with TLS (encryption), and are accessible from outside our network as well.



Webspace Setup for DSL and dial-up customers

To create your free web space, please login to the Customer Portal --> My Services --> Manage (beside the appropriate package) --> "Add webspace".
You will receive an e-mail response with login information as soon as your request is processed.




Free DNS Hosting

See hosting for details. Existing Caneris customers may activate free DNS hosting by following the link in the customer portal under Resources. New customers may order DNS hosting.







DSL Modem Configuration, Passwords, Wireless

Caneris-provided DSL modems/routers are pre-configured for subscriber use. Never use the reset button on your modem unless instructed to do so by us.

In case you have to re-configure them, we present some information below. The modems/routers use two passwords typically; one is used to access the modem for diagnostic or configuration purposes (rarely needed), whereas the other is used by wireless devices such as laptops to access your wireless network (wireless models only).

By default, your modem is in routed mode. This means that it maintains a PPPoE session and acts as a router. This is fine for most customers and is the recommended configuration unless you are using your own external router.

Some customers may wish to use a separate wired/wireless router. In this case, you would perform the following steps:
  1. Ensure that you have your PPPoE login printed out along with all of the following instructions prior to beginning - if you lose connectivity and don't have the instructions, you will need to call into support
  2. Configure your modem in bridge mode (we present instructions for our common models in the table below)
  3. Configure your router to use PPPoE, with your login - this varies with each router; please consult your router's manual

To revert back to router (default) mode, follow the instructions in the links below.

Default (Caneris-configured) settings are presented below. All modems are accessed at http://192.168.1.254, except TP-Link modems, which are accessed at http://192.168.1.1. Please also note that the factory-default and the Caneris-configured passwords for TP-Link modems differ: factory-default is "admin", whereas Caneris-configured is the modem's serial number.
ModemAdmin UsernameAdmin PasswordWireless Network Name (SSID)Wireless network keyBridge ModeRouter (Default) Mode
1 - 2Wire 2700HG-B
2Wire 2700HG-B DSL modem
no username requiredontarioCANERIS.COMthe number in square brackets on the bottom of the modem 2Wire 2700 Bridge Mode Configuration Instructions 2Wire 2700 Router Mode Configuration Instructions
2 - Netopia 3347
Netopia 3347 DSL modem
adminserial number (found on bottom of modem)serial number (found on bottom of modem) Netopia 334x Bridge Mode Configuration Instructions Netopia 334x Router Mode Configuration Instructions
3 - Netopia 3346
Netopia 3346 DSL modem
not a wireless model
6 - SpeedTouch 516
SpeedTouch 516 DSL modem
Administratorblank (no password) SpeedTouch 516 Bridge Mode Configuration Instructions SpeedTouch 516 Router Mode Configuration Instructions
8 - TP-Link 8816
TP-Link 8816 DSL modem
admin admin TP-Link 8816 Bridge Mode Configuration Instructions TP-Link 8816 Router Mode Configuration Instructions
9 - TP-Link W8920G
TP-Link W8920G DSL modem
CANERIS.COM serial number (found on bottom of modem) TP-Link W8920G Bridge Mode Configuration Instructions TP-Link W8920G Router Mode Configuration Instructions
7 - TP-Link W8950ND
TP-Link W8950ND modem
TP-Link W8950ND Bridge Mode Configuration Instructions TP-Link W8950ND Router Mode Configuration Instructions




SSH Tunnel

Our SSH tunnel feature is included for free with our High Speed Internet service. It allows you to encrypt the data sent from your connection up to us, preventing Bell Canada from throttling your P2P applications, such as those using the BitTorrent protocol.

Below we present instructions as an example of using utorrent (a BitTorrent client) on Windows through our SSH tunnel, as well as a Mac and Linux example with Vuze (another BitTorrent client). Other programs would be configured similarly, provided they support a SOCKS5 proxy.

NOTE: if you require instructions for another operating system and/or application software, please do not hesitate to contact us for help.

SSH Tunnel example using Windows and uTorrent
  1. Download our customized version of PuTTY, a SSH client for Windows. This link is accessible only from within our network.
  2. Run the file you downloaded and, when prompted, login using your DSL (PPPoE) login.
    Please note that when you're typing in the password in PuTTY, the characters will not appear on the screen at all.
  3. Minimize the PuTTY window but do not close it. It must remain running for the tunnel to work
  4. In utorrent, go to Options --> Preferences --> Connection and change your settings to be as in the highlighted portion of the following picture:
  5. Apply the settings and close and restart utorrent. You should now be able to download torrents at unthrottled speeds.

SSH Tunnel example for Mac and Linux
  1. Start a terminal or shell and type in the following command:
    ssh -ND 8888 user@caneris@tunnel.caneris.com
    where user@caneris is your DSL (PPPoE) login. When prompted, please input your PPPoE password.
  2. Do not close the terminal or shell window. It must remain running for the tunnel to work
  3. We have been unable to get Transmission to work properly on Mac. Please try using Vuze instead for Mac and Linux:






High Speed Internet (DSL) Basic Troubleshooting

Here are some steps customers may perform prior to calling us. NEVER USE THE RESET BUTTON ON YOUR MODEM OR ROUTER UNLESS INSTRUCTED TO DO SO BY US. Most DSL issues are caused by misconfigured or defective modems/routers, inside wiring issues, outside plant issues, or an issue further within the DSL network. Our troubleshooting process involves ruling out each of these starting from the customer premise equipment and inside wiring.

After following the steps below corresponding to your trouble, if you are still experiencing what appear to be DSL-related issues, please contact support and depending on further troubleshooting, we might proceed with a telco ticket. Please note that opening a telco ticket prior to being certain that trouble is not with your equipment and inside wiring may result in a DMC charge of $87.70 from Bell Canada. This is why it's important to rule out all possible premise issues first.

Trouble: no connectivity and modem's DSL light is off
  1. NEVER USE THE RESET BUTTON ON YOUR MODEM/ROUTER UNLESS INSTRUCTED TO DO SO BY US
  2. If you have dry DSL, skip to step 6, otherwise continue with step 3
  3. Have you changed the service telephone number or line provider without notifying us 14 days in advance as required? If so, please submit the move or change order via the Customer Portal immediately - the DSL re-activation may take at least five business days and charges will apply as per our FAQ.
  4. Check that you have a filter on every device connected to your telephone line, including faxes, satelite dishes, and alarm systems, but not including the DSL modem
  5. Try removing all devices (phones, fax, etc.) and all filters from your line and trying just the modem - if the modem connects, start adding devices and filters back one by one until you determine which is defective. Also try the modem at another jack with everything else disconnected.
  6. Check all cables and power cycle your ADSL modem
  7. Try the modem at another phone jack
  8. Ensure that the phone cord going to the modem is under two metres in length. Do not use any extension cords, splitters, or couplers.
  9. Try the modem at the service demarcation point or NID. This varies from location to location. If you require assistance with locating your service demarcation point or testing there, please contact our support. NIDs are typically located on the hydro stack outside the house, for single-dwelling premises, and are a gray box with a test jack inside, which disconnects your inside wiring from the telephone network.
  10. If you have another DSL modem, try it instead. We provide free loaner modems (excluding shipping) in some cases.


Trouble: no connectivity and modem's DSL light is on/solid (consistently - does not go completely off periodically)
  1. NEVER USE THE RESET BUTTON ON YOUR MODEM/ROUTER UNLESS INSTRUCTED TO DO SO BY US
  2. Power off modem and wait five minutes
  3. Power on modem, restart all other equipment such as routers and computers, and wait for another five minutes
  4. If still unable to connect, verify your setup (modem either in bridge mode or router mode) as per the modem configuration section
  5. If you are familiar with the test@test procedure, please perform it prior to contacting support, though you may be asked to do so again when contacting us.


Trouble: intermittent connectivity - modem's DSL light keeps going on and off more than once per day

Follow "no connectivity and modem's DSL light is off" above, except step 3.



Trouble: slow speeds
  1. NEVER USE THE RESET BUTTON ON YOUR MODEM/ROUTER UNLESS INSTRUCTED TO DO SO BY US
  2. First, determine whether trouble is with DSL or not by checking your modem's sync rate:
    1. For Caneris-provided modems, follow the information at modem configuration to login to the modem. Sync rate is checked here:
      2Wire - Broadband Link --> Details (Downstream Rate & Upstream Rate)
      Netopias - Troubleshot --> System Status --> DSL
      SpeedTouch - Broadband Connection --> DSL Connection --> View More
    2. For sync related issues, prior to contacting support, please follow the steps above under the "intermittent connectivity" section to rule out issues on your premises
  3. For non-sync related issues, check the following:
    1. To get an approximate bound of throughput, try the Caneris speed test server
    2. If using a wireless connection between the service and your computer, rule it out by connecting with a cable to your router or modem
    3. If using a router, rule it out as the cause by connecting directly to the modem
    4. Try another computer








Malware Removal Tools

MalwareBytes for Windows - silent installer


Netopia 3347 - DNS resolution failures

An issue has been identified with Netopia 3347 modems causing DNS resolution failures. The embedded DNS resolver, which simply forwards queries to the DNS resolvers obtained via PPPoE, times out when an AAAA query is made. This would cause symptoms such as web pages being slow to load on machines that are IPv4/IPv6 dual-stack and make an attempt to resolve IPv6 queries first. Possible workarounds include to statically configure our DNS resolvers onto such machines, to use a router instead of the Netopia 3347, or to obtain another modem/router. Thanks to David L. for discovering and reporting.


Some D-Link routers - infinite reboots caused by NTP bug

An issue has been identified with some D-Link routers (at least DIR-655 and others) causing infinite reboots. It is caused by the NTP time service. The bug may manifest itself suddenly without any configuration or firmware changes by the user. To stop the reboots and manage the router, unplug the WAN cable. Then, either turn off NTP or select one of the pre-configured D-Link servers from the pulldown menu. Thanks to Craig C. for discovering and reporting.


Frequent PPPoE disconnects - do not configure your modem/router to "dial on-demand"

Do not configure your modem/router or whichever device is doing PPPoE to "dial on-demand". This causes frequent disconnects and issues on our end. The correct setting is "keep alive" or "always on". Configuring this is device-specific and not covered here. Usually it's found in the web interface configuration not far from where the PPPoE username/password is configured.