Internet Support

If you have any questions about AP&T Internet services or require technical support, please contact us toll-free at 1.866.793.4179 or email us from our contact page.  We are happy to assist 24 hours a day, 7 days a week.

Are you having trouble with your Internet connection?  Try powering your router off for a few seconds, then back on.

General Settings

AP&T Internet access requires the username and password provided during the sign-up process.  For AP&T Broadband the username and password would be used to configure PPPoE settings in the event customer owned and maintained equipment is used.
How should I set the DNS server settings?

DNS Server settings should be set to dynamic or server assigned. If you must have them specified (not recommended), the DNS servers are:

Primary DNS 64.186.96.3
Secondary DNS 64.186.96.6

How should I set the IP address settings?

The IP Address settings should always be set to dynamic (server assigned).

If you have requested a static IP address, please leave your IP address set to dynamic (server assigned) since your username is tied to the static IP and the server will provide the static during the authentication process.

Email Settings

Effective February 1, 2017  |  APTAlaska.net email now requires authentication and SSL or TLS for your incoming and outgoing email servers.  In the event you have recently experienced issues with outgoing email, please click on the toggles below to verify the settings in your email client.  

Need Help?  The Technical Support folks are available to assist you over the phone at 1.866.793.4179.

OK I have an email account username and password, what settings will I need to setup my email client?

Please use the following information to setup your email client:

Incoming (POP3 or IMAP) is mail.aptalaska.net

Outgoing (SMTP) is smtp.aptalaska.net

Incoming POP SSL port: 995

Incoming IMAP SSL port: 993

Outgoing SMTP SSL port: 465

If your preference is to use TLS instead of SSL, that will work fine, just leave the port set to 25 and be sure to set the encryption to TLS.  Be sure the username sent to our server for authentication matches the aptalaska.net email address in order to send email.

Alternatively, you can access your aptalaska.net Email via web browser at webmail.aptalaska.net.

How do I send email through an alternate email provider while using AP&T Internet?

If you have an email address using your own domain name through another email or web hosting provider you will be required to use the outgoing email server (SMTP) provided by the email service or hosting provider on the SSL port (typically 465). Only aptalaska.net email can be sent through AP&T’s SMTP server.

 

Email Features

AP&T provides up to four (4) AP&T email accounts per broadband account. Each email account has a standard quota of 5GB.

IMAP: Allows you to connect to the mail server and read your mail from it as opposed to downloading your mail with POP3. This feature is great for managing your email across multiple devices because all of the mail is read from the server.

TLS and SSL: Allows you to encrypt your connection to the AP&T email server.

Spam Filter: We will identify Spam that comes to your email-box. All incoming email that is identified as Spam will be delivered normally except “[SPAM]” will appear in the subject before the message subject. This feature will allow you to configure your email client use a filter to place the Spam in a Spam folder or in the Trash.

Virus Scanner: We will scan all of your incoming email for viruses and email you an error message if a virus is detected. This is useful for people who want to additional virus-scanning in addition to what is running on the device to protect against virus attacks. The virus scanner on the email server updates its DAT files every hour so you can be sure that you will have the best protection available. This feature is automatically activated with every email account AP&T offers to our valued customers.

Web Mail: This feature allows you to access your email from webmail.aptalaska.net, this could be very useful while you’re on the road or away from your computer.

Email Spam Filtering

Due to the fact that your email box is open to anyone that wants to send you email (much like your physical mail box) it is very difficult to stop unwanted email. AP&T recognizes this as a problem and has developed an anti-SPAM feature that will greatly reduce the amount of SPAM you receive.

In order to access your Spam Settings, please logon to the AP&T Customer Portal or your AP&T WebMail.

Why are my messages being rejected as spam?
Messages are rejected as spam only when an AP&T customer has their spam filter settings set to reject spam and the sender’s message looks to be more “spammy” than the AP&T customer’s spam filter sensitivity.
How does the spam filter sensitivity system work?

This option sets the spam filter sensitivity for your email account. If you set the sensitivity to ‘high’ then the spam filter will block most of the spam sent to you, however it may also block legitimate email if the sender is sending the message from an email system known to send spam. We recommend using the ‘high’ setting and make it the default for all of our customers. If you find that this setting is blocking email, you can lower the sensitivity, or you can use the whitelist/blacklist feature described below. If you do not want AP&T to filter spam for you, you can set the sensitivity to ‘off’ which will disable the AP&T spam filter. If you disable the filter we strongly recommend that you get your own spam filtering solution in place as 85% of the messages sent to the email system is spam.

Each message receives a score based on how much it looks like spam. If the score that a message receives is higher than the AP&T customer’s settings, then the message is considered spam. The following table lists the spam filter settings and their corresponding point values:

  • High = 5
  • Medium = 10
  • Low = 15

If you have any questions about how our spam filtering works feel free to contact our technical support team at 1.866.793.4179 and we will be happy to assist.

What can I do to prevent messages from being rejected as spam?
The spam filter sensitivity is set by each AP&T user. If you find that your messages are marked as spam then you will need to contact the AP&T user and request that the spam filter sensitivity be reduced, or that your email address be added to the user’s whitelist.
How come my outgoing email is rejected as spam?

AP&T uses a scoring system to determine if a piece of email is likely to be spam. If the score of an email is high, it will be rejected; AP&T does this in order to prevent people from using AP&T servers to send spam. If an AP&T email server sends spam it will likely become blacklisted, causing email sent from AP&T accounts to be rejected by other ISPs as spam. If you want to be omitted from outgoing spam filtering then you must:

  • Authenticate to the smtp server.
  • Use SSL or TLS.
  • Be connected to an AP&T Internet service.

The above requirements keep spam-bots, spammers, and viruses from abusing the mail system.

Quick Note:  I recently had an issue configuring an Outlook client for my account on aptalaska.net where it was setup for IMAP and SSL (incoming and outgoing). During the final step where the client tries to send a test message in order to complete the add account process, the message was failing due to being detected as spam. The solution I used was to go to the AP&T Customer Portal, toggle the spam filter sensitivity from High to Off (a lower setting may have worked too), click to send the test message from Outlook and complete adding the account, then go back to the AP&T Customer Portal and return the spam filter sensitivity to High.

These things are confusing to me, can you have someone explain it to me?
Sure, please contact AP&T Technical Support at 1.866.793.4179.

Email Port 25 Blocking

When transmitting email, the content is sent through a specific port number. Email submitted via SMTP traditionally defaults to port 25.

While using APTAlaska.net email, the use of port 25 will work as long as TLS encryption has been designated in the email client settings and you authenticate to send. For Internet subscribers that would like to utilize an email provider other than AP&T, the easy solution is to configure the email client to send email on the SSL (encrypted) port which is typically 465.

Why would AP&T block port 25?

AP&T Internet Services and other Internet Service Providers are blocking Port 25 to reduce spam and viruses from being propagated out of their networks.

Spammers sign up for high speed Internet access accounts (such as DSL and Cable) and run their own email server (SMTP engine) to deliver their spam messages. This SMTP engine connects to each spam recipient’s email server and delivers the spam directly to the recipients email server. The ISP can not see the spam messages being delivered.

When the ISP blocks Port 25, these SMTP engines can not connect to recipient’s email servers and can not deliver spam messages. Instead, the spammer must send email out through the ISP email server. The ISPs run email server monitors to detect spammers so they turn them off quickly. The techniques described are necessary reduce the flow of outbound spam from our networks.

During the last year, “Commercial Viruses” have infected hundreds of thousands of computers. Commercial viruses are relatively new. They do not disrupt your computer operations or do anything “bad” to your computer. Many people do not even know their computers are infected with these viruses.

Commercial Viruses let spammers connect up to the infected computer and send spam messages out using the infected computer. These infected computers are referred to as “Zombies” in the industry. Zombies have an “SMTP engine” like the spammer programs and send out spam the same way, by connecting directly to the recipient’s email server.

The current Zombie programs can not send out spam if Port 25 is blocked. If Zombie operators update their programming to use the ISP’s outbound email server, then operating the Zombies will be more difficult and the Zombie machines will be easier to identify and block.

Is Port 25 Blocking a Temporary Thing?
Port 25 blocking is here to stay. As more and more ISPs block Port 25, spammers will be pushed toward those ISPs who are not blocking Port 25. Chances are high that this pattern will accelerate the move to Port 25 blocking by all ISPs.
What does all this mean to aptalaska.net email users?

For 99% of our users the port 25 blocking will go completely unnoticed; however some customers may be required to make some email client changes or request to have the blocking removed.

If you have AP&T Internet and host your own email server then you will need to contact AP&T Technical Support at 1.866.793.4179 and ask to have the SMTP blocking removed.

If I use another email address that uses a website to view or send email such as gmail, yahoo, or hotmail, does this affect me?
Nope.

Email Virus Scanning

The email virus scanning we offer only applies to incoming email; therefore you will be protected from a virus being sent to you.

Since people create and unleash viruses to the public on a daily basis, simply having a virus-scanning program on your computer does not protect you from any of the new viruses that have come out since the time you purchased the software. The companies that make and sell that software offer Virus Definition File updates in order to keep their customers fully protected. In order to keep your Virus Definition Files updated, customers must use the Internet to download and install the Virus Definition File updates. The more frequently customers update their Virus Definition Files, the more protected they are.

The AP&T email virus scanning system updates its Virus Definition Files automatically every 4 hours on a daily basis, so it is safe to say you are just as safe as any other email virus scanner as long as its Virus Definition Files are fully updated as often as ours.

Please remember, the email virus scanning only applies to incoming email and the work is done on our email server before email gets to our subscribers paying for the feature. The customer will not be protected from a virus spread through files downloaded from the web or media on the local computer.

This feature is automatically activated with every email account AP&T offers to our valued customers, please access the Customer Portal and set Allow executable attachments (not recommended) in order to deactivate the feature.

What executable attachments are automatically filtered?

ade, adp, app, asd, asf, asx, bas, bat, chm, cmd, com, cpl, crt, dll, exe, fxp, hlp, hta, hto, inf, ini, ins, isp, jse, lib, lnk, mdb, mde, msc, msi, msp, mst, ocx, pcd, pif, prg, reg, scr, sct, sh, shb, shs, sys, url, vb, vbe, vbs, vcs, vxd, wmd, wms, wmz, wsc, wsf, and ws.

If you need the ability to receive attachments with one of these types then please check the ‘allow executable attachments’ box in the AP&T Webmail or Customer Portal settings. If you want to allow executable attachments from specific senders but block everyone else, then add those senders to your whitelist.

Whitelisted senders will always be omitted from spam/attachment filtering.

Broadband Usage Guide

By browsing the Internet, viewing images online, downloading music, streaming video or online gaming, a subscriber is constantly moving data via their broadband Internet connection. Monthly broadband data usage can be explained as the amount of data that a subscriber moves on a monthly basis.
How can I check my monthly broadband data usage?

Subscribers can review their broadband usage by going to portal.aptalaska.net and following the instructions to access their account.

Of course, if you have any trouble accessing the AP&T Customer Portal or have questions about your broadband data usage, please contact your local office or AP&T’s technical support team toll-free at 1.866.793.4179.

What does AP&T mean by monthly?

Beginning in February 2017 AP&T has modified what constitutes a broadband usage month in order to bill for usage in a more timely manner. Broadband usage months are now following the billing cycle associated with the locations we serve.

Cycle 1 for Metlakatla, Wrangell is the 8th of the month through the 7th of the following month.

Cycle 2 for Craig, Hollis, Hydaburg, Naukati, Thorne Bay is the 15th of the month through the 14th of the following month.

Cycle 3 for Petersburg is the 22nd of the month through the 21st of the following month.

Cycle 4 for Coffman Cove, Haines, Kasaan, Klawock, Northway, Skagway, Tok, Tetlin and Tanacross is the 28th of the month through the 27th of the following month.

Notes: The Cycles begin at 12:00:00 AM and end at 11:59:59 PM.  Prior to the change discussed above, AP&T had defined a month as the first day through the last day of a calendar month.  Your billing cycle is identified in the in the Customer Portal by clicking Usage and reviewing the Billing Period column.

Will AP&T provide notification if my monthly broadband data usage limit is reached?

AP&T will automatically notify you regarding your monthly broadband data usage limit. When your broadband exceeds 75% and then 90% of your monthly data usage limit and each 5% there after, an automated email will be sent to the email account associated with your broadband service.

To configure your email notifications, visit our Customer Portal. Once logged on select Account and check the box next to Notifications about your service. If you would like to receive notifications with an email address other than your aptalaska.net account, click the + after Usage Notification Address and enter the desired email address. Remember to click Update at the bottom of the page to save your changes.

Please keep in mind the automated emails are ran once per day and usage information for today is available tomorrow.

How much broadband usage should I expect to see from popular web services?

 

broadband-usage-infographic-01

Are there some things I can do to reduce my broadband usage?

Yes there is!  Of course applications and settings are subject to change without notice and we will do our best to keep this information accurate.

 

Social Media and Facebook

Website:  Go to Settings using the drop down menu in the upper-right and select Videos from the menu on the left.  Change the Auto-Play Videos setting to Off.

Android:  Click the Menu button and scroll down to App Settings.  Find Video Auto Play and select either WiFi Only or Off.

iPhone:  Open the IOS Settings App.  Scroll down and select Facebook.  Click Settings.  Find Auto-Play in the Video section and select either WiFi Only or Off.

 

Streaming Audio and Pandora

Website:  Click on your name in the upper right corner of the page, click Settings and look for Audio Quality in the menu to the left. Select Normal Quality for the 128k standard stream.

Desktop App:  Click the up arrow at the bottom of the app. Select Preferences from the menu.  You will see Music Stream Quality with a drop down menu. Select Normal Quality.

Android:  From your Now Playing screen use the <P in the upper-left corner of the screen to access the menu page. On the Settings tab select Advanced from the menu. Un-check the Higher Quality box.

iPhone:  From the “Now Playing” screen, use the <P in the upper left corner of the screen to access the menu page. Select Settings from the bottom menu and go into Advanced. Un-check the Higher Quality Audio box.

 

Streaming Video and Netflix

Website:  Once logged in click on your name in the upper right corner of the page and select Your Account from the menu. In the Your
Profile section of the account page click on Playback Settings. Select either Medium or Low for the desired results.  These changes also impact mobile devices, Smart TV’s, BluRay players, or other media players.

 

Streaming Video and YouTube

Website:  During video playback click on the gear (Settings) icon on the lower right side of the video player. Select a quality setting of 480 for SD video playback.

Android:  During video playback click on the menu icon in the upper right side of the video player window. Select the gear (settings) icon.  Select a quality setting of 480 or lower for SD video.

 

Streaming Video and Hulu

Website:  During video playback place your mouse pointer over the embedded video player window to expose the playback controls.
Click on the gear (Settings) icon. Select a quality setting of Medium or Low for the desired results.

Android/iPad:  During video playback click on the gear (settings) icon. Select a quality setting of Medium. Video Quality options not available on iPhone.

Will my broadband stop working or slow down if my monthly data usage limit is reached?
AP&T broadband service does not stop or slow down due to reaching a monthly data usage limit. In the event you exceed your monthly data transfer limit, you may be billed a prorated change based on your subscribed broadband service tier and the availability of Rollover data.
Does AP&T only count downloaded data?
AP&T tracks all data that passes through the broadband router at the customer’s premise. Tracked data includes both uploaded (information you send) and downloaded (information you receive).
What is the charge to my account if my monthly broadband data usage limit is exceeded?
Broadband usage charges are prorated per gigabyte (GB) according to your subscribed service tier. For example, if you transfer half of a GB more than your subscribed service tier allows, you will be billed for the half of the per GB overage rate stated in your selected service tier.
Why does streaming video or downloading music use so much of my monthly data?
Some of these files can be very large and therefore they take up a lot of your monthly data. The most common causes for exceeding your broadband data usage limit are streaming video, downloading music and movie files in addition to file sharing programs. Even websites that appear to be primarily text based such as the Facebook news feed, can have photos and embedded videos that auto play that will consume a deceivingly large amount of data.
Why does my usage indicate small amounts of data usage when my computer was not in use?

This may be happening for a number of reasons:

The most common source of “unknown” data usage, even when the computer is turned off, is often related to a cell phone or tablet that the customer has authorized to connect to their wireless network. Turning off your computer used to be a reliable way of stopping data from flowing through your network and that is no longer the case. Downloading or updating apps on a cell phone or tablet, watching movies or browsing Facebook are all items accounting for larger and larger amounts of data consumption nationwide.

Computers often download and install updates during off-peak hours. Check your antivirus software, Windows Updates and third-party software such as Adobe, Java and Apple for update history and settings.

Computers infected with certain types of viruses could be causing noticeable data transfer through your Internet account.

Your broadband service has a certain amount of “overhead” which is required to keep your connection up and track activity. This is common with all service providers, is experienced by all users, equates to a miniscule amount of data transfer and is unavoidable. If necessary there is a simple work around: turn off your broadband router when it is not in use; This will cause your link to the Internet to stop completely thus eliminating all usage.

Why did AP&T decide to set usage limits on broadband products?
Data transfer to the Internet is costly in rural areas of Alaska and the demands on our network are increasing. Imposing usage limits on our broadband products allows for a balanced network and ensures quality service to all of our valued customers.

Broadband Rollover Guide

We are constantly looking for ways to enhance our broadband products and are pleased to offer broadband Rollover data. Please review the guidelines provided below that should be applied in conjunction with our Terms and Conditions for broadband service.
What is broadband Rollover?
Any unused data associated with an eligible broadband tier will roll over into the next month. Unused monthly Rollover data won’t expire for a full 12 months and any unused data you do have will accumulate from month-to-month throughout the year.
Which AP&T broadband tiers come with Rollover?
All of the AP&T Broadband service tiers are Rollover eligible with the exception of Wireless Broadband.
What does Rollover cost?
Rollover is included in the price of eligible AP&T Broadband tiers.
When does Rollover data expire?
Accumulated Rollover data will expire after 12 months. Example: if you have 11GB of unused data at the end of the month, it will roll over into the next and continue to do so until it gets used up or expires after 12 months. Essentially data will expire first in, first out based on when it was accumulated.
In what order is all of my broadband data used up?
The data provided with your subscribed broadband tier will be used first and available Rollover data will be used second.
What happens to my Rollover data if my broadband tier is changed?
If you upgrade your broadband tier your Rollover data will transfer over to the upgraded tier. If you downgrade your broadband tier, any Rollover data you’ve accumulated will be set back to zero. What constitutes a downgrade? The answer is any downward modification regarding the usage element of the AP&T Broadband service tiers.
What happens if I cancel my account or my services are suspended for non-payment?
If your broadband service is canceled at your request or suspended for non-payment, then any data you’ve accumulated will be set back to zero.
What happens to my Rollover data if I move?
Moving to a new residence won’t affect your Rollover data as long as the subscribed broadband tier is not downgraded.
Can I use Rollover for cash or credit?
Unused data cannot be exchanged for cash or any other form of credit.
How can I track my Rollover and data usage?
Simply go to portal.aptalaska.net, log in, click on Usage and the Rollover information will be right there mingled in with subscriber usage information.

Broadband Equipment

Depending on location, AP&T provides DSL or Wireless Broadband. To review the broadband service available in your area, please refer to Broadband Pricing or contact your local office.
DSL Broadband Equipment

The use of a managed AP&T DSL modem is required to obtain service. A $30.00 setup fee is charged when our DSL Broadband service is requested and customers are provided with a managed DSL modem with routing capability, four LAN (Local Area Network) ports and wireless.

Custom changes can be made to the SmartRG branded modems by accessing the AP&T Customer Portal and logging-on with the customer’s username and password.

Please note: The modem’s routing capability is optional and if not selected, the customer will provide a device (typically a router, computer or gaming system) in order to establish a PPPoE connection.

The AP&T DSL modem remains the property of AP&T and must be returned when the service is disconnected. If the AP&T DSL modem is not returned or is returned damaged, the customer agrees to pay AP&T a $50.00 replacement fee.

The demarcation point for AP&T DSL Broadband ends at the Ethernet LAN interface(s) on the broadband modem and any inside wiring beyond the Network Interface Device (typically located where telephone services enter the premise) are the customer’s responsibility and could incur an additional charge.

Wireless Broadband Equipment

The use of a managed AP&T EUM (End User Modem) is required to obtain service. A $100.00 installation fee is charged when Wireless Broadband service is requested customers are provided with a managed EUM, router (optional) with four LAN (Local Area Network) ports, wireless (802.11b,g,n) and outdoor antenna.

Please note: The Thompson branded managed router supplied by AP&T upon request does not support custom configuration changes such as Port Forwarding.

In the event the managed AP&T router is not requested, the customer will provide a device (typically a router, computer or gaming system) in order to establish a PPPoE connection.

The EUM, antennae and managed router remain the property of AP&T and must be returned when the service is disconnected. If the managed router is not returned or is returned damaged, the customer agrees to pay AP&T a $50.00 fee. If the EUM and antenna are not returned or are returned damaged, the customer agrees to pay AP&T a $200.00 fee.

The demarcation point for AP&T Wireless broadband service ends at the at the Ethernet LAN interface(s) on the managed AP&T router or if not selected the Ethernet LAN interface on the EUM. Any LAN (Local Area Network) wiring beyond the EUM are the customer’s responsibility and could incur an additional charge.

Ports We Block

AP&T Internet Service currently blocks inbound and outbound traffic on the following ports:
25 TCP

All port 25 traffic is blocked that is not bound for an APT mail server.

 

137-139 TCP, UDP
These are the ports that versions of Windows prior to Windows 2000 used to connect the Microsoft NetBUI protocol to the internet. There are many worms and viruses that use these ports to propagate. These ports, when open, allow anyone access to your computer, and should not be exposed to the internet; therefore, we block these ports to help shield your computer.
445 TCP
This is the port that windows uses to share folders. The contents of the folders in your network neighborhood are transmitted over this port. This port is blocked to keep people from accessing your shared folders over the internet.
Why do we block ports?
We block these ports in order to increase customer side security and to keep worms and viruses from propagating.

Proactive Maintenance

They say “an ounce of prevention is worth a pound of cure.”  Except, of course, if you’ve made a very poor choice of when to schedule the prevention.  That said, AP&T has scheduled Proactive Maintenance impacting the various Internet services we provide at the following times:

Tuesday, Wednesday and Thursday from 2:00 AM to 5:00 AM.

Thank you for your patience and understanding if this activity negatively impacts you.  In the event you’re having trouble with an AP&T Internet service during the designated times, don’t hesitate to contact the Technical Support team at 1.866.793.4179.

Sincerely, AP&T Engineering