Internet Support

We are happy to assist 24 hours a day, 7 days a week so 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.

Are you having trouble with your Internet connection?

Try powering your router off for about twenty seconds, then back on. While your router is powering on, check that all of the cable connections are tight and secure. After waiting a few minutes for the router to completely power back on and connect to AP&T, check the Internet connection and if it’s still not working, reboot your computer or device and try the connection again.

Still not working? Give us a call.

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 that static IP is tied to your username our server will provide you with that address each time your router authenticate.

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

All customers must authenticate to send and to receive messages. When configuring your email client, please remember to select “Use outgoing authentication” and use password in plain text. Since the communication with the server is already configured to use SSL, the password will actually be encrypted during the transmission process.

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.

Email Features

Multiple Addresses: AP&T customers are allowed to have up to 4 email addresses per broadband account.

Large Mailbox: AP&T now provides 5GB of email storage for each and every email account, free of charge!

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 your mail and folders will be synchronized across devices.

TLS and SSL: Connections to the AP&T email server require encryption for your security.

Spam Filter: We run all email messages through a spam filter to help reduce the amount of junk email in the world. All incoming email that is identified as spam will be sorted into a Junk folder by default. Messages in the Junk folder are automatically deleted after 2 weeks unless you move them to your Inbox or other mail folder.

Virus Scanner: We will scan all of your incoming email for viruses and delete message found to contain a virus. Since people create and unleash viruses to the public on a daily basis, simply having a virus-scanning program isn’t always enough to protect you from the latest threats. The virus scanner on the email server updates 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.

Webmail: 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 FAQ

Some commonly asked questions related to our email solution, spam filtering, and virus scanning.

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 your email service or hosting provider. Only email from authenticated aptalaska.net email accounts can be sent through AP&T’s SMTP server.

 

How do I send email from my copier or Point of Sale terminal while using AP&T Internet?

The improved security features of the AP&T email system makes it nearly impossible for attackers to abuse our service, but it can also make it a little more difficult for devices to send mail, too. If you need your copier to send you PDF files, or your Point of Sale terminal to email customer receipts and your device allows for outgoing authentication and encryption, use the information found in the Email Settings section above.

 

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 catch most of the spam sent to you and direct it to your Junk folder, however it may also occasionally catch legitimate email. We recommend using the ‘high’ setting and make it the default for all of our customers. If you find that this setting is preventing you from receiving legitimate email you can lower the sensitivity, turn filtering off, or you can use the Whitelist/Blacklist feature described below. Turning the filter off will allow all incoming email messages to go straight to your Inbox. 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
Why is the message I'm sending to one of your customers 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 allows. Our spam filter looks at the senders reputation, country of origin, attachments, and looks for specific keywords as a few of the criteria that determines your spam score.

If the recipient isn’t receiving your message, please ask them to check their Junk folder and consider Whitelisting you.

Why is my outgoing email being rejected?

In order to protect the integrity of the AP&T email system we have implemented strict guidelines for using our email server.

A few things you can check that would cause outgoing email to fail:

  • Are you sending from a 3rd party email address (ie: me@mycustomdomain.com)? This is called relaying and is no longer allowed by the AP&T email server. Please see the “How do I send email through an alternate email provider while using AP&T Internet?” section above.
  • Are you authenticating as the email account that you are sending from (ie: your authentication is set to use the username “Fred” but you are sending from wilma@aptalaska.net)? This is called spoofing and is no longer allowed by the AP&T email server. Please configure your email client to authenticate with the correct credentials.
  • Are you sending from a device (ie: cellphone or laptop) connected to another network (ie: GCI, Verizon, etc.) and your message looks “Spammy” to our server? Messages coming from a device with a non-AP&T internet connection are subject to the same spam filtering rules as incoming email messages. In other words, a message you are trying to send from your Verizon cell phone will be subject to spam filtering if you are using the cellular network, but not if you are using WiFi in your home from AP&T.
  • Are you sending to a large email list? AP&T email customers are allowed to send up-to 500 email messages in one hour. Send 501 and your messages will be blocked and your account will be disabled requiring you to contact Technical Support to reset your password.
I don't want AP&T to filter my email, can I turn off spam filtering?

Sure! Log into the AP&T Customer Portal and from the Email Settings section change the spam filter sensitivity to “off”.

What executable attachments are automatically filtered?

Email virus scanning is enabled and executable file attachments are blocked by default on all accounts. The following file formats considered executable for the purpose of email virus scanning:

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 Email Settings section of your Customer Portal. If you want to allow executable attachments from specific senders but block everyone else, please add those senders to your Whitelist.

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

Is there an option to restrict who can email me?

Yes! The Whitelist/Blacklist features (found in the Customer Portal under Account and then Email Settings) can help you with that. To block all messages except a pre-determined list of approved senders check the “Only accept messages from your allowed senders list” box. Click the “+” next to the word “Whitelist” to start adding addresses. Anyone added to your Whitelist will automatically skip spam and virus filtering so that all of their messages will go straight to your inbox.

To block specific senders click the “+” next to the word “Blacklist” and begin adding the email addresses of senders you wish to block. Messages from these senders will be rejected by the email server and will not make it to your inbox, unless you are part of a group of recipients. Since we cannot use the rules of one user to block messages from reaching another, you will receive messages sent to a group regardless of your Blacklist settings.

Don’t forget to click Update after you are finished!

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.

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?

Effective February 1st, 2017 AP&T has moved from billing broadband usage based on the calendar month to billing based on 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.  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.

Can you tell me how much data my child's iPad used this month?

At this time AP&T does not have the ability to specify usage at the device level. Traffic is traceable to the modem, but not beyond that.

Why am I seeing usage when my computer is turned off?

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.

Most recently, customers who have installed a new video streaming device such as AppleTV or Amazon Fire TV Stick have seen dramatic increases in usage. Typically, this increase is due to default screensavers and auto-play settings. Please check default settings on any new device connected to your network.

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 minuscule 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 not bound for an APT mail server is blocked by default.

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. 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.

If you have AP&T Internet access 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 Port 25 (SMTP) blocking removed.

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 from AP&T IP space.

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 Data Transport service and the various Internet services we provide (including email) at the following times:

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

There are instances where the established maintenance window times are not utilized, in fact service should only be interrupted a few times a year.

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 since we typically coordinate with them prior to beginning our work.  Sincerely, AP&T Engineering