eFirehose Customer Support

Table of Contents

Section 1 : General Information
How to Configure your Computer
Setup the Home Web Page
Setup Email and Web Accounts
Changing Your Password
Checking Your Email
Uploading Your Website
Troubleshooting
Click for Speed Test download
Section 2 : Customer Support
Email
Telephone
On Site
Section 3 : Acceptable Use Policy
Service Contract

 

Section 1

General Information about Your Connection

Configuration and Troubleshooting

How to Configure your Computer

The Firehose Internet service has been designed to be self configuring. All versions of Windows will be configured by default
If your configuration is not standard or has been changed, you will need to set all your network settings to DHCP or Automatically Configure.

Setup the Home Web Page

The Home page will give you access to your email, web space and other services.

  1. Open Internet Explorer
  2. In the address bar enter http://home.efirehose.net
  3. Click the "Make This Page my Default Start Page"link at the bottom of the page
  4. Click Yes

Setup Email and Web Accounts

You may create as many email accounts as you wish.

Creating an account is done from the Home page

  1. Open Internet explorer to http://home.efirehose.net/
  2. Click on the "My Account"button at the top of the page.
  3. Log in using your account number from one of your account statements
  4. Once, logged in. Click on "Create New Email"
  5. Enter the username and password you would like.

Your email account and web site are now set up.

Checking Your Email

  1. Open Internet explorer to http://home.efirehose.net
  2. Click on the "Web Mail"button at the top of the page.
  3. Fill in your account name and password.

If you would like to use a POP3 mail client, our mail server is "mail.efirehose.net".

Changing Your Password

  1. Log into the "My Account" by following the directions above.
  2. Click the "Password" buttone beside the address you wish to change
  3. Enter new password twice.

Uploading Your Website

Our server is configured to accept connections from FTP. Once you have designed your website you may upload it to efirehose.net using your full email address and the same password you use for your email account. We recomend using the FileZilla FTP client.

Troubleshooting

There is very little that can fail on your connection; however in the event of a loss of connection or slow speeds you can try several steps:

  1. Check all cables and connections. Your Ethernet card should have the "Link" light lit. If not, your cable connections aremost likely the cause.
  2. Restart Your computer
  3. Restart your router (If so equipped)
  4. Unplug the power brick from the Fire hose connection and plug it back in.

If you are still unsuccessful in regaining Internet connection please call our Technical Support Number.
You may also run a speed test. This test will determine the minimum speed of your individual connection. These results will vary, however if they are consistently low, this can indicate a possible problem with your connection.

 

Section 2

Customer Support

Contacting us for more help

Email

You may contact us 24 hours a day at:

Support@efirehose.net

We will respond within 1-2 business days. This is ideal for non-critical requests or complicated technical requests.

Telephone

Our systems are all monitored 24 hours a day and if a network failure occurs a technician is dispatched immediately.
We also operate a daytime and evening technical support line 7 days a week. The hours of operation are from 9AM to 9PM weekdays, 11AM to 9PM weekends.

(403) 333-5880

All calls received outside normal hours are returned as soon as the call center opens.

On Site

If we cannot rectify an issue by email or telephone we will dispatch a technician to your site. We now guarantee same day or next day service.

 

Section 3

Acceptable Use Policy

Click to view the Acceptable Use Policy