Support

Home Support

Customer Service and Support

 
 
 
 

Contact Support

519-236-4500
Email:
assist@hay.net

We have a dedicated department for Support which operates during regular office hours as well as the extended hours shown below.

When you call the line, if a technician is available, they will pick up the call.  If all technicians are busy at the moment you can wait on hold or a leave a detailed message including your trouble, your name and also a contact number. 

If you would rather not wait on hold you may find helpful information below on this page.  Another option is to e-mail support or open a trouble ticket through Smart Hub.

A trained technician will get back to you according to the order of your call. They will dispatch a repair technician where necessary.

Support Hours of Operation:

  • Monday to Friday 8:30 a.m. to 10 p.m.
  • Saturday -  9 a.m. to 5 p.m.
  • Sunday -  9 a.m. to 5 p.m.

Do an Internet Speed Test

 

 
 
 

Internet Troubleshooting

Basic First Step in Troubleshooting

NOTE:Your modem will need to be located. It is a small box with several lights, some may be blinking. It will likely say Comtrend, Paradyne, Speedtouch, Arris, or Smart rg as the brand name. The modem is usually located in your utility room where the phone line comes in to your house. It can also be near your computer or STB.

If you have fibre to your home you may not find a modem and will need to call the repair line.

Resetting a modem is as simple as doing a power cycle.

  1. Turn the power off, or pull the plug
  2. Wait 10 seconds
  3. Turn the power back on, or plug it back in.

It can take approximately 3 minutes for the modem to make the connection.

Slow Speeds

Slow Speeds aka Slow Throughput

There are a number of things that can cause the internet to be slow, or seem/feel slower. Here are some of the most common reasons for slower internet speeds.

  • File Sharing / File transferring with Bit Torrent or any other file sharing method.
  • iTunes Match is uploading your music library.
  • Your online backup is running and uploading your backup set.
  • PC is infected with some sort of Malware that is uploading data without your knowledge.
  • You are on the Light Browser package.
  • Online video streaming / high bandwidth gaming.
  • Your usage may have outgrown your current plan. You may need to speak to our office about upgrading.

If you feel your internet connection is transmitting at a slower speed than it is supposed to there are a few things to check.

Light Browse Package

This package is great for light internet use. It is only a few times faster than dial-up so it is slower. It is possible your internet use has advanced and outgrown this basic package. If your speed tests show up to 0.5Mbps down x 0.5Mbps up the Light Browser connetion is working properly. Please consider upgrading to the Standard Surfer package.

Run a Speed Test

  1. Make sure no computers on your home network are currently using the internet.
  2. With only one computer online browse to speedtest.net.
  3. Note: There are many ads displayed on this Speed Test website. To start the test be sure to click the big green "Begin Test" button.
  4. Wait for the speed test to finish. Your optimal results should be "up to" the Internet Service Level you have signed up for.

If your speed test results still show a slower connection than expected try some of these steps listed below.

Bypass Router

If you have your own router try bypassing it. (You will need to know your hay email address and password for this step. If you are not sure how to create a PPPoE connection our Internet Support can walk you through it over the phone.)

  1. Take the ethernet cable feeding your router's Internet/WAN port and plug it directly into your computer.
  2. Create a PPPoE connection on your computer using the first part of your hay email address as the username and your email password.
  3. Connect with your new PPPoE connection.
  4. Follow the steps above under Run a speed test.

Router bypass for Fibre Customers

You likely have either a Netgear supplied by Hay or your own router.

  1. Unplug the ethernet cable feeding your router's Internet/WAN port.
  2. Plug this cable directly into your computer/laptop network jack. Note: It is a keyed connection so it will only fit in the correct spot.
  3. Most Fibre customers connect via DHCP so you should automatically have a connection to the internet after plugging in. If you do not you may need to connect via PPPoE. Follow the steps above for creating a PPPoE connection in this case.
    • Note: There is a MAC limit in place so try not to plug too many devices into your Fibre internet cable directly when bypassing your router as you may not be able to get online with the newly connected device. If this happens please try plugging back into your router Internet/WAN port.
  4. Follow the steps above under Run a speed test.

If you have further problems with your internet speed test please contact Internet Support for further assistance and let them know the steps you've already taken.

WiFi Dropping or Weak Signal in some areas of the house

WiFi Information

Please note that WiFi is convenient and the only option on some devices however it will always be inferior to hard wired connections.

WiFi signals may be stronger in some areas of the house than others. This could be due to interference, location of WiFi router, or the device connecting to WiFi.

Things to Check for Weak Signal

  • If you have a room that is far from the WiFi router you may need an Access Point to improve the signal in that area of the house. Please call Internet Support and report this problem.
    • For your convenience Hay has an AP that can be purchased. For optimal use it needs to be hardwired back to your main router and an installation/wiring charge may apply.
  • If you have an Apple device running iOS that is having problems staying connected please try restarting your device. If that doesn't help you may need to Reset Network Settings which will clear existing WiFi connections and allow you to start fresh.
  • Common items that cause WiFi interference and other issues.
    • Wireless baby monitor, especially Video monitors. Test with the monitor unplugged to see if that is causing issues.
    • Microwave oven. While the microwave is running it will cause massive interference with WiFi. The interference will stop when the microwave stops. Try to have router far away from the microwave it this is a regular problem.
    • Cordless Phones that operate on the 2.4GHz spectrum can cause interference in the same was as a microwave. It will happen when the phone is ringing or while talking on the phone.
    • Wireless speakers.
    • Physical barriers. Some examples listed from highest interference level to lowest: mirror, metal, concrete, marble, bricks, water, glass, synthetic material, plaster, wood.
    • Wirelss garage door openers.
    • Neighbouring WiFi Networks.
    • Nearby power lines, railway tracks and power stations.
    • Wireless video cameras.
    • Wireless game controllers.
    • fluorescent lights.
    • Bad electrical connections.
    • Using a WiFi 802.11n device with a WiFi 802.11b or 802.11g router. Your router needs to support 802.11n to be able to use the benefits of the newer devices. Similar with the newer WiFi 802.11ac
    • Dense installation of WiFi Access Points. If you have an AP in every room, it will be necessary to lower the transmit power level of each AP to avoid interference.
    • Less common but still an issue: Your hand can effect the WiFi signal if your device is positioned in the wrong way. Try changing your grip on the device.

    The most common and simple fix for some of these interference problems is to change the channel on the WiFi router. Some routers support a 5GHz frequency. This 5GHz frequency may work in some cases for you. It has a shorter distance range it can travel so please keep that in mind.

Smart TV not working well over WiFi

We strongly recommend having an ethernet jack installed near your Smart TV. This will allow you to hard wire your Smart TV to your router. As mentioned above, please note that WiFi is will always be inferior to hard wired connections. The nice thing about this is you can make your Smart TV work better and in the future if you ever need a stronger WiFi signal in the room the TV is in you just need to buy an Access Point and it can use the same ethernet jack as the TV.

Frequently need to reboot modem/router.

This problem could be related to slow speeds. Please check the slow speeds troubleshooting above to be sure your connection is running properly.

  • Something uploading over the internet at full speed can make the connection seem like it has dropped. Rebooting the modem/router will temporarily correct the problem as it interrupts the upload. Once the uploading kicks back in at full speed the problem will happen again. It is necessary to limit the uploading speed or close the program that is doing the uploading.
  • For DSL types of connections, you could be experiencing intermittent sync. Have you plugged any new phones in lately? Please be sure all phone devices have a filter in the jack before you plug the device in as an unfiltered phone device will cause intermittent sync and/or slow throughput.
  • For Fibre types of connections, is it WiFi or hardwired connections having the problem? Check the WiFi troubleshooting information and again be sure there is nothing uploading at full speed in the background on any computers in your home network.
  • Internet Support can assit you in looking into this problem further by checking the physical setup, isolating the modem, changing line cords, etc...

Email

Email Information

E-mail setup with Thunderbird (general first time installation steps)

  1. Download and install Thunderbird
  2. Open Thunderbird
  3. Click "Skip this and use my existing email" when asked "Would you like a new email address"?
  4. Fill in Your Name as you would like it to appear when recipients recieve messages from you.
  5. Fill in your Email address and password.
  6. Click "Continue". Thunderbird will automatically find the settings for your Hay email.
  7. Click "Done".

Congratulations! Your email is now set up in Thunderbird.

For further assistance please contact Internet Support.

Manual Setup

Use these settings for other email clients or devices.

Server Type: IMAP

Incoming Server: mail.hay.net
Incomming Port: 993
Incomming Security: SSL/TLS

Outgoing Server: smtp.hay.net
Outgoing Port: 587
Outgoing Security: STARTTLS
SMTP Authentication enabled.

Username: (first part of email before @hay.net)
Password: (your email password)



Telephone Repair

During regular business hours call the main office, a repair report will be filled out immediately and your service fixed quickly.

If you are in need of repair over the weekend or after regular business hours please call our repair line and leave a detailed message.

Messages are checked frequently during weekends and holidays, a technician will get back to you as soon as possible.

After Hours Repair Line: 519-236-4343

 
 
 

Static / Noise / Hum / Buzz

Static / Noise / Hum / Buzz on the Line

If you have DSL service please make sure all phone devices have a filter, or you have a Whole Home Filter installed. DSL noise will sound something similar to eggs frying.

If you are on a cordless phone, see if the noise is happening on a corded phone. Sometimes cordless phones pick up extra signals which can create noise on the line.

Unplug all equipment that is connected to the phone line, then plug each one in one-at-a-time until you discover which is causing the problem. This includes phones, fax, modems, satellite receivers, security system, furnace monitoring systems, etc... If the noise comes back on the line, the last device you plugged in is the problem.

It could be a particular jack that has the noise, test a second jack.

Call into the repair line if the root of the noise cannot be found and report the problem and steps taken.

No dialtone

No Dialtone

A no dialtone problem can be caused by a number of things. Below is a list of things to check out.

  • Is there any phone off the hook?
  • Did the line cord come loose out of the jack or phone?
  • Try unplugging all phone devices and plug them back in one at a time and see which one causes the dial tone to stop working. This includes phones, fax, modems, satellite receivers, security system, furnace monitoring systems, etc...
  • Try unplugging any cordless phone base from the hydro and plug it back in. This will reset the cordless base as they are sometimes known to freeze a line.
  • Call into the repair line and report the problem and steps taken.

Caller from other area code or country can't get through

Caller from other area code or country can't get through

Have the caller contact their long distance provider and report the trouble.

Voice Mail

Voice Mail Quick Tips

  • Check the Voice Mail User guide available on the right hand side of this page.
  • If you want to access Voice Mail from home you can simply dial *98.
  • If you forgot your Voice Mail password please call into support and ask to have it reset. A ticket will be opened and we can reset it for you.
  • If you are accessing your voice mail away from home you can dial 519-237-7777 and follow the prompts.
  • Five Options in the Mail Box Setup Menu
    Press 1 -> Greeting Options
    Press 2 -> Change Password
    Press 3 -> Notification Options
    Press 4 -> Disable/Enable Auto Login
    Press 6 -> Edit Distribution Lists
    Press * -> Return to the Main Menu
                    

Caller ID Stopped working on my phone

Caller ID Stopped working on my phone

There are a couple things to check on your own for this type of problem.

  • Unplug phone from hydro and plug back in. See if the call display works now.
  • Call into the repair line and report the problem and steps taken.

Phone rings once and then drops the call

Phone Ring Trips

  • Try unplugging all phone devices and plug them back in one at a time and see which one causes the ring trip. This includes phones, fax, modems, satellite receivers, security system, furnace monitoring systems, etc...
  • Call into the repair line and report the problem and steps taken.

I'm a Fibre customer and have no phone / internet / TV

Fibre customer with no phone, internet or TV

  • Please make sure the power to the ONT battery power supply is plugged in and no breaker tripped.
  • If the ONT battery power supply is plugged into a switched outlet please make sure the switch is on.
  • Call into the repair line and report the problem and steps taken.



 

 
 
 

Digital TV Service Repair

If you are experiencing problems with your IPTV the first thing to do is try a reboot of all STBs. See the different methods of rebooting below by clicking First Step For ANY IPTV Problem.

Also see below to find out some more information related to common IPTV problems and questions. 

You can also contact support right away if you like.  Support will assist you in rebooting and working through some additional troubleshooting steps.

 
 
 

Your TV says No Signal or Shows a Black Screen

Your TV says No Signal or Shows a Black Screen

99.975% of the time this means that your TV is not on the correct Input/Source for your Set Top Box. This can happen if someone mistakenly pressed the Input/Source button on your remote. It can also happen after a power outage. After a power outage some TV models will revert to it's first input and may just display "No Signal" or "Snow".

If you know the Input/Source your STB is on simply change the TV's Input/Source to match it. If you don't know the correct Input/Source you can try cycling through all of your TV Inputs/Source options until you find the picture.

Please Note:While the Hay Remote is compatible with most TVs not all TVs work with the Video Input button on the Hay Remote. If it doesn't do anything when you press it you may need to use your original TV remote or press the Input/Source button that is on the actual TV.

To cycle through your Input/Source options first make sure the STB and TV is turned on. Then hit the Video Input/Source button on either the Hay remote, your original TV remote, or on the TV itself and try each input until you find the picture for the STB. It is a trial and error process. When you find the correct Input/Source you could write it down for future reference if you choose.

While correcting this can be a trial and error operation you could also call our support office if you need assistance working through these steps.

First Step For ANY IPTV Problem

Please Reboot ALL STBs

On occasion electrical devices, especially computer type devices like your STBs, will need to be rebooted. There are different ways to reboot so we will list them below so you can choose the method that is most convenient for you.

Please Note: If you see that your Set Top Box is plugged in with a Coax Cable that screws on to the back you are likely using ActionTech adapters so please skip to Method 5.

    Method 1 for Amino or Entone STBs:
  1. Unplug the power cord (circular black cord that just pulls out) from the back of the STB.
  2. Wait 5-10 seconds.
  3. Plug in STB.
  4. Repeat for ALL STBs

 

    Method 2 for Amino STBs using Remote:
  1. Make sure you are in STB mode by pressing the STB button on your remote.
  2. Press Menu on the remote.
  3. Use the arrows to go to the Settings option and hit the OK button.
  4. Enter your password. Default is 1234.
  5. Choose the Hardware Settings option and press OK.
  6. Choose the Reset option and press OK.
  7. Press OK and then use the arrows to change the Restart System option to Yes.
  8. Repeat for All STBs.

 

    Method 3 for Entone STBs using Remote:
  1. Make sure you are in STB mode by pressing the STB button on your remote.
  2. Press Menu on the remote.
  3. Use the arrows to go to the Settings option and hit the OK button.
  4. Enter your password. Default is 1234.
  5. Choose the Hardware Settings option and press OK.
  6. Scroll way down the list and choose the Advanced Settings option and press OK.
  7. Enter the password entone.
  8. Choose the Reboot option and press OK.
  9. Repeat for All STBs.

 

    Method 4 Ask Us To Reboot For You. There are a few options.
  1. Click here to send us a message asking us to reboot your STBs for you. We will usually be able to do this within 24 hours during the business week.
  2. You can contact the support office. Click here for details.
  3. You can also use SmartHub to open a support ticket.

 

    Method 5 When Using ActionTech To Wire Over Coax
  1. Unplug STB from Power
  2. If there is an ActionTech device at your STB unplug it from the power. Entones with a maroon band on them have built in ActionTech so there will not be an additional ActionTech device in this case.
  3. Go to where your modem or Fibre ONT is. Fibre ONTs are usually near your electrical panel in the basement.
  4. Find the ActionTech device that will be near the modem or Fibre ONT and unplug the power.
  5. Plug the power back in to the ActionTech that is near your modem or Fibre ONT.
  6. If there was an ActionTech near your STB plug it back in now.
  7. Plug your STB in and allow it to reboot.
  8. If the reboot fails please contact support and let them know the steps you've already taken.

 

    Method 6 For Entone STBs with a Power Button On The Front
  1. Press and hold the power button on the STB for 6 seconds.
  2. Repeat for ALL STBs.

How To Use On Demand

How To Use On Demand

On Demand gives you access to view content when you want. Once you've used On Demand a few times you will get the hang of how to navigate it.

Start by pressing the On Demand button on your remote. A number of categories will come up in a row across the top. Your current selection will have the blue highlight on it. The list of categories in the top row may change based on what TV packages you subscribe to.

Here are some example categories you may see, as well as a brief description.

  • Free On Demand
    • Ambient includes Artistic, Abstract, Cultural, and Nature videos.
    • Illusion provides some programs and rare finds.
    • Karaoke gives you a chance to sing your heart out.
  • YTV OD
    • Small selection of episodes playing on the YTV network.
  • Movies
    • Standard definition movie rentals. Here you can browse the selection of movies available for rent. When you highlight a movie and click OK it will display the price and rental period available. Any movies rented here will be added to your monthly bill. Once a movie has been rented you can locate it by pressing Menu on your remote and choosing My Library.
  • HD Movies
    • High definition movie rentals. Here you can browse the selection of movies available for rent. When you highlight a movie and click OK it will display the price and rental period available. Any movies rented here will be added to your monthly bill. Once a movie has been rented you can locate it by pressing Menu on your remote and choosing My Library.
  • Minerva Guide
    • This section offers some helpful tutorials on how to use features of your IPTV Set Top Box operating system. The system is called Minerva. Each video covers a different feature of the IPTV Minerva software. Feel free to browse and view these videos if you would like to get to know more about your Set Top Box features.
  • Music
    • Concert TV provides rentals of some big hit bands performing in concert.
    • For Karaoke lovers there is another link here to give you a chance to sing and have some fun.
    • Stingray Concerts gives some additional options for renting some concerts.
  • OWN OD
    • This On Demand category gives you access to some of the Oprah programs currently playing on the OWN channel.
  • Subscription
    • The Subscription category provides access to Video On Demand content that is part of a package you subscribe to.
    • Family On Demand is part of our extended TV package and here you can access some episodes from a few shows that play on that network.
    • TMN On Demand offers access to HD HBO Canada and movies that are currently playing on TMN's network.
    • TMN Encore On Demand provides you access to yesterday's favourite movies. The selection changes and is decided upon by The Movie Network.

To view a tutorial related to On Demand Check out the On Demand video under the Minerva Guide category.

Unhappy With The Programming On Certain Channels

Unhappy With The Programming On Certain Channels

Please do an internet search and check out the networks website you are unhappy with and provide them feedback. Hay Communications does not have any say or control over what the TV networks schedule for programs.

Series Recordings Stopped/Not Working

Series Recordings Not Working

There are a few reasons why series recordings may not work, or stop working.

On occasion we are able to offer you a free preview of a channel for a month or certain period of time. Once the free preview ends the series recording will no longer work. If this is the case you can call our office and order the channel if you'd like.

In rare situations there may have been a channel number change. This happened at the beginning of November 2015 when a few channels were added or removed from the service.

In almost every situation the problem can be cleared up by clearing the existing Recording Schedule and Schedule Priority. After that set up your series recordings again as if you had a clean slate.

    To Clear Recording Schedule and Schedule Priority
  1. Press DVR button on your remote.
  2. Press down until the Schedule Priority option is highlighted and press OK.
  3. For each item in the Schedule Priority list hit OK and then Cancel the recording.
  4. Now you can go to the guide and set up your series recordings again by pressing record twice with the programs title highlighted.
  5. Contact Support if there are further problems.

Pixellation/Freezing

Live TV and/or Recordings Pixellate or Freeze

When sections of the video on the screen lag or look like little squares we call that pixellation. There are a few things that can cause it.

Here are a few things to try

  • The first thing to try is reboot your modem if you have one followed by all of your STBs. Then see if the pixellation continues. If you use Coax cable to feed your STB please be sure to use Method 5 listed above for rebooting.
  • If it is happening on every channel, try reseating your HDMI cable. Unplug it from the TV and plug it back in. Then unplug it from the STB and plug it back in.
  • It may be the channel pixellating over the Network Feed coming to your house. If you notice pixellation on a certain channel please note the channel number and date and time and let support know. A ticket will be opened and we can look into this.
  • If you are on a VDSL or ADSL type of connection we can check your DSL Performance for errors, verify bandwidth availability, and make sure your modem is tweaked to the proper settings for optimal IPTV (most modems already are). Contact Support.

Sound Cutting In and Out

Sound Cutting In and Out

If you are putting your sound through a stereo receiver with a HDMI cable, please try reseating the HDMI cable on both ends.

If you are using a stereo receiver try bypassing it to see if the sound cuts out when just going through the TV. This will help isolate the problem.

If it is cutting in and out on a certain channel please make note of the channel number and date and time and let support know. A ticket will be opened and we can look into this.

PVR Stops Working

PVR Stops Working

First things first, be sure to reboot the PVR and ALL other STBs.

You can check the PVR hard disk for errors.

  1. Press the Menu button on the remote.
  2. Go to the Settings option and press OK.
  3. Choose Hardware Settings.
  4. Scroll down to Harddisk Information and press the OK button on the - Go - option.
  5. Choose Harddisk Repair. The STB will reboot and check and repair any errors it may find on the hard disk.
  6. If you don't mind losing your recordings you can try a Harddisk Format.
  7. If no hard drive is listed let support know. The PVR may need to be replaced.

PVR Doesn't Allow Watching Another Show While Recording

PVR Doesn't Allow Watching Another Show While Recording

Click here to send us a message asking us to check your stream count for your PVR.




Watch TV Everywhere

Help registering at watchTVeverywhere.ca or logging in to a content Provider such as CraveTV™

IPTV watchTVeverywhere.ca Link
Cable TV watchTVeverywhere.ca Link

If you have already tried our page with instructions and you cannot register, you can access our in-house technician during normal office hours - 9 a.m. to 4:30 p.m. through the main office. If your trouble is after regular hours, contact the After Hours support line.

  • Main Office: 519-236-4333
  • After Hours Support Line: 519-236-4500

Hours of Operation:

  • Monday to Friday 8:30 a.m. to 10 p.m.
  • Saturday -  9 a.m. to 5 p.m.
  • Sunday - 9 a.m. to 5 p.m.

For Questions about CraveTV go to CraveTV™ FAQs or email CraveTV Help

Choose one of the links below for other "TV Everywhere" content providers.

CTV GO

TMN GO

 

 
 
 

Cellular Support

Our in-house support technician is available during regular office hours 9:00 a.m. to 4:30 p.m., Monday to Friday. Please call from a different phone than you need help with in case we need you to try different solutions to correct your problem.

  • Main Office: 519-236-4333

After Hours:

  • If your need is not pressing, you can leave a detailed message at: 519-236-4343, and our in-house technician will get back to you as soon as a qualified technician is available.

If you cannot wait to receive support for your cellular phone you can call the following number:

  • Bell Mobility technical support line: 1-877-328-2123. NOTE: Do NOT enter your mobile number when prompted or you will be redirected back to Hay Communications. Please only use this service after hours.

 
 
 

Security System Support

You can call the office during regular office hours at 519-236-0113 and a staff member will assit you with your system or contact a technician to visit you.

  • After hours support for monitoring only: Security Resource Centre: 1-800-333-7721
 
 
 

Email Spam Filtering

Hay's spam filters are designed to create an enjoyable email experience for our customers.  Before your email reaches your inbox it passes through several layers of security designed to eliminate spam and viruses. 

The virus filter is updated regularly with the latest virus definitions to provide up to date filtering.  If a virus is detected in a message, the message is deleted immediately preventing it from ever reaching your PC.

Our spam filter attempts to remove spam from reaching your inbox by a variety of methods.  It uses a worldwide shared database of known spam senders, certain keywords within the message, and unique message patterns commonly used by spammers.  If our system determines that your message is indeed spam it will not deliver the message to you but rather hold it in a spam quarantine box for approximately 24 hours.  Although every effort is taken to eliminate all spam and deliver all legitimate email a small amount of errors can occur as there is no such thing yet as a perfect spam filter.

 
 
 
 

Troubleshooting

Trouble or questions about your service?

This Support page contains lots of information relating to many common problems and suggested troubleshooting steps. 

 

Your Security

Take a moment to think and learn about YOUR online security. Protect yourself and your information. Find Out More: https://goo.gl/8hTthV

 
 
 

Telephone Resources

PDF - Voice Mail User Guide

 
 
 

Hosted PBX Resources

PDF - Cisco 7960 User Guide
PDF - Web Portal User Guide

 
 
 

E-mail setup with Thunderbird (general first time installation steps)

1) Download and install Thunderbird

2) Open Thunderbird

3) Click "Skip this and use my existing email" when asked "Would you like a new email address"?

4) Fill in Your Name as you would like it to appear when recipients recieve messages from you.

5) Fill in your Email address and password.

6) Click "Continue".  Thunderbird will automatically find the settings for your Hay email.

7) Click "Done".

Congratulations! Your email is now set up in Thunderbird.


For further assistance please contact Internet Support.


Manual IMAP E-mail Setup

IMAP is the recommended way to set up your e-mail account.

Use these IMAP settings for all of your devices so your e-mail is all synced together.  For example if you read a message on one device, it will show as read on your other devices.  If you delete a message on one device it will be deleted on all devices.  This is the most common and modern way to manage your e-mail.  It is recommended to use this even if you have one device.

IMAP also syncs your e-mail with Hay Webmail.  This allows you to access your e-mail when you are away from home, on vacation or on another computer.

Server Type: IMAP

Incoming Server: mail.hay.net

Incomming Port: 993

Incomming Security: SSL/TLS

Outgoing Server: smtp.hay.net

Outgoing Port: 587

Outgoing Security: STARTTLS (or Use SSL on iOS)

Username: (first part of email before @hay.net)

Password: (your email password)

 

Legacy E-mail Settings for POP3
User these settings if you do not want multiple devices synced.

We do not recommend setting up POP3 if you use your email account on multiple devices however, if you do please be sure to find the option in your email program to "leave a copy on the server for x amount of days".

Using POP3 your e-mails may become out of sync on multiple devices. 

Also, using POP3 your email is not always available via Hay Webmail

POP3 stores your e-mail on your computer so be sure to have a computer backup in case your hard drive or device fails.

Server Type: POP3

Incoming Server: mail.hay.net

Incomming Port: 995

Incomming Security: SSL/TLS

Outgoing Server: smtp.hay.net

Outgoing Port: 587

Outgoing Security: STARTTLS (or Use SSL on iOS)

Username: (first part of email before @hay.net)

Password: (your email password)