FAQ & Support 
Troubleshooting (DSL)
- What hardware must I have to use Worldline DSL?
- How do I set up my DSL connection?
- What are the included filters for?
- I'm short a few filters, what should I do?
- Mail Configuration
- How can I send and receive my Worldline email when away from home?
- Sending/Recieving Email stalls, or takes a long time to complete
- My email storage has reached capacity
- My connection seems slow, what can I do?
- My connection often drops
What hardware must I have to use Worldline DSL?
All that is required to access Worldline DSL is a working computer (or laptop) and a DSL modem. We always suggest renting or buying your modem directly from us to ensure both compatibility and support when using our DSL service.
How do I set up my DSL connection?
Your DSL modem ships to you pre-configured - all you need to do is plug it in! An easy to follow self-install kit is included with the modem and only takes a matter of minutes to get all set up!
What are the included filters for?
Since your DSL connection shares the same line as your phone service, a filter must be put on each device that uses the phone line (excluding your Worldline DSL modem) to ensure that no additional noise disrupts your service. Once all your devices are filtered, you will have no problems browsing the web and talking on the phone at the same time.
I'm short a few filters, what should I do?
In order to ensure no problems with your DSL service and the other devices on your phone line, it's crucial that all devices be filtered. Please contact customer service to purchase additional filters if more than the included two are needed.
Incoming (POP3) Mail Server: mail.worldline.ca
Outgoing (SMTP) Mail Server: mail.worldline.ca
Protocols Supported: POP3/SMTP/IMAP
Username: username@worldline.ca (your email address)
Password: your chosen password
How can I send and receive my Worldline email when away from home?
If you go to Worldline.ca you can sign-in to your webmail account. This gives you full access to send and receive emails with your Worldline email account while away from home!
Sending/Recieving Email stalls, or takes a long time to complete
If someone has sent you an email message with a large attachment, you may have difficulty downloading the message (and attachment) with your regular email program. If so, use worldline.ca webmail to download the attachment. Then, still using webmail, delete the email message along with the attachment. After the attachment is removed from worldline.ca's mail server, your email program should work correctly.
My email storage has reached capacity
Is your email bouncing? Did you get an alert message warning you that your email storage space is reaching its limit? Use our Web-based webmail feature to clean out your worldline.ca email storage space, or delete unneeded or large messages from your inbox.
My connection seems slow, what can I do?
If you feel your connection is slower than it should be, you should start by running a speed test to see what actual speeds you are getting (we recommend www.speedtest.net). If the speed test doesn't reveal slow speeds, then your computer may have a virus or spyware causing your connection to slow down. If you feel the speed test is much slower than it should be, then please contact Worldline support to verify your line conditions to see if the speed can be increased. Remember, DSL speed is dependent on your location from the CO (central phone office) in your city. If you live on the outskirts of a city, or near any major highways or forests, your line might be longer than average and result in slightly lower speeds. Worldline will always try to ensure that you get the fastest speed possible for your location.
With Worldline DSL you should always have a stable connection - if you are experiencing frequent drops or disconnections then please try the following troubleshooting to see if it helps before calling support;
- Do the drops happen to all computers connected to the modem, or just some? If it doesn't happen to all computers, then have the computer in question checked out by a computer technician.
- Disconnect all phones, fax machines, filters and alarm systems that use your phone line. Leaving only the modem connected; do you still experience the drops? If not, then slowly reconnect your other devices until you find the faulty one causing the line drops.
- Replace the phone cable between the DSL plug on your modem and the wall. If available, also try a new Ethernet cable between the modem and your computer.
If all of the above has been tried with no success, then please call our customer care team for support .
