Frequently Asked Questions

Frequently Asked Questions

Billing/General

What is your coverage area?

We offer full internet services in Durango,  Farmington NM, and Grand Junction.  We also offer services including DSL, wireless, T1, and fiber in other communities including Cortez, Bayfield, Montrose, Telluride, and Norwood, and towns around the Grand Junction area.  Our parent company Forethought.net offers high speed internet and voice services focused in the Denver area.

How can I pay my bill online?

Go to Manage Your Account (you can also use the Login menu above).  Log in using your username and password.  Your username is usually, but not always, the same as your email address.  If you don't remember your password click the Forgot Password? link.  If all else fails please call us so we can set you up.  Once you log in click on Make a Payment and follow the instructions.  Note: you can't make a payment unless there's an amount due.  If you'd like to pay in advance you'll have to call us.

What if I don't know my account login?

If you don't know your login for Manage Your Account you can click on Forgot Password?  If you know your username or at least one of the emails associated with your account type them in and click Send Password.  The password will be sent to all of the emails associated with the account.

How can I update my personal and billing information online?

Go to Manage Your Account (you can also use the Login menu above).  Log in using your username and password.  Your username is usually, but not always, the same as your email address.  If you don't remember your password click the Forgot Password? link.  If all else fails please call us so we can set you up.  Once you log in click on the Account tab to update your personal and billing information.

How can I set up to pay my bill automatically?

You can set up your account to pay your bill automatically from a credit or debit card, or from a bank account.  Go to Manage Your Account (you can also use the Login menu above).  Log in using your username and password.  Your username is usually, but not always, the same as your email address.  If you don't remember your password click the Forgot Password? link.  If all else fails please call us so we can set you up.  Once you log in click on the Account tab.  In the section Billing Information select either Credit Card or Direct Debit (ACH).  Then either fill in the card information or the bank account information and click Submit Update.

How can I stop my account from billing automatically?

Go to Manage Your Account (you can also use the Login menu above).  Log in using your username and password.  Your username is usually, but not always, the same as your email address.  If you don't remember your password click the Forgot Password? link.  If all else fails please call us so we can set you up.  Once you log in click on the Account tab.  In the section Billing Information select Email and click Submit Update.

How can I review and print out invoices online?

Go to Manage Your Account (you can also use the Login menu above).  Log in using your username and password.  Your username is usually, but not always, the same as your email address.  If you don't remember your password click the Forgot Password? link.  If all else fails please call us so we can set you up.  Once you log in click on the Billing tab. Select the invoice you want to print. Note the "Printer Friendly" link in the upper left.

Can I get a paper statement mailed to me?

If you'd like a paper statement delivered by mail, please call us and ask for that.  There's a $2/mo extra charge for paper statements.

Does Brainstorm work with Macs?

Yes! Brainstorm dial-up, and in most cases, DSL service is compatible with Macintosh computers. If you have questions as to whether or not your computer will work with Brainstorm, contact our technical support staff at (970) 247-1442.

What antivirus protection do you recommend?

Although Brainstorm provides antivirus scanning for all email going through our Barracuda system, we recommend that all customers have a full time antivirus program running on their computer. If you do not have an antivirus program, and have Windows XP, Vista, or Windows 7, we recommend the free Microsoft Security Essentials.  If you have a Mac, you do not need antivirus protection.

Do you recommend a "Security Suite" type program?

For most people we DO NOT recommend that you use any program that has more than antivirus protection. In other words we don't recommend third party firewalls and "security suites."  If you have Windows XP, Vista, or Windows 7, you already have a very good firewall built into the system.  In addition, if you use a wireless router or DSL modem, you have an additional hardware firewall.  Judging by the calls we receive in tech support, these security suite programs can do more harm than good, by, for instance, blocking your regular internet or email.  For most people we recommend the free Microsoft Security Essentials which provides excellent protection against malware.

Can I check my email from a public computer?

Yes, you can check your Brainstorm email account from any computer with an internet connection. Simply go to our homepage and in the menu select Login |  Brainstorm Webmail or Ekiva Webmail.

When will I be billed for my Brainstorm account?

You will be billed for each month on the first of the month and payment is due by the end of the month.

How do I change my billing information, username and password, and/or change or add email accounts?

You can change all of this information, as well as view a current usage summery using the “Manage Your Account” application.  You can also click Account | Login above.

What speed should I expect on a speed test, such as the one below?

You should expect to see around 80% or more of your rated speed.  For instance 1.2 mbits on a 1.5 mbit service.  There is always some loss due to overhead.

Email

How can I create a vacation message?

Many of you have wondered where the old "Vacation" option that used to be in Webmail has gone to. It now lives as the "Autoresponder" option in your new Email Control Panel. Here are a couple important tips about this:

  • Click Here to get to your Email Control Panel login screen. Then click on Autoresponders.
  • When you create a new autoresponder it looks like you have to fill in a whole bunch of stuff, which is intimidating. Actually though all you have to do is fill in the "Autoresponder name" for example "Vacation Message," and the "Reply with text" box which is basically what you want to say, like "Hi, Susie here. I'll be on vacation until July 20. I'll respond to your email when I get back."
  • After you click "Finish" to create the new autoresponder, you'll see that it has a yellow circle with an exclamation point next to it. That means it hasn't been switched on. You MUST switch it on, just click on the "Switch On" icon above to do that. Then the icon should turn green.
  • To turn off the autoresponder, log back in and either click on "Switch Off" which will turn off ALL autoresponders, or, if you have more than one and just want to switch one but not the other off, you can click on the green button to the left of each autoresponders. That will turn the button red with an X in it and disable that autoresponder. You can also just remove it.

Why am I getting "One of the recipients was rejected by the server" errors when sending?

In the old system, you were not required to have smtp authentication enabled to send within the Brainstorm family.  However now this is enforced for all recipients.  This is a setting (checkbox) in your email account setup in Outlook or whichever email program you use. Please see our email account setup page for instructions to set this up in your email program.

Why am I getting an error "connection to the server failed" when sending?

You may be on a network that blocks the standard email "ports."  Please try using port 465 (no encryption) or 587 (TLS encryption) for outgoing email.  This setting is usually in the advanced properties.

Why am I getting "over quota" emails?

Your email account has a limited amount of space that eventually will be used up if you don’t delete messages from our mail server. If you don’t delete emails, people won’t be able to send you new emails. Here's how to delete messages that are filling up your mailbox:

Visit our HOME PAGE. Select the LOGIN tab at the top of the page and click ROUNDCUBE EMAIL & SPAM. Enter your email address as the username and your password as the password.

Once you’re logged into your inbox, you can look at the grey Gears icon on bottom left to see what percentage you have left of your 500MB email quota space. You will need to select and delete emails to empty that quota space.

If you get an error saying “No space to delete emails” you will need to hold down the Shift key on your keyboard before deleting, and then the messages will delete. There is no way to delete all messages in a certain timeframe. There is no way to automatically delete these messages if they are already saved on our server.

You can either delete messages individually, or purge your whole inbox at once by clicking on the Gears icon on bottom left hand corner of your screen. Then click “Manage Folders.”

manageFolders

Now select INBOX so it’s highlighted. Then click the Gears icon again and “EMPTY”. Careful: this will delete ALL SAVED EMAILS!

emptyFolders

You can also empty other folders in a similar fashion.

Important!  When you delete emails or empty folders, the messages go into your "Trash" Folder, so make sure to empty the "Trash" folder last!  Otherwise you will not have freed up any space.

If you check email with Outlook or a similar program, we can help you adjust your settings so you don't face this problem in the future.

I forgot my email password.  What can I do?

  • If your email address is one of frontier.net, gobrainstorm.net, animas.net, durango.net or another of our company domains you can log into Manage your Account, there you can change your email password. Log in using your username and password.  Your username is usually, but not always, the same as your email address.  If you don't remember your password click the Forgot Password? link.
  • If you own your own domain you can log into the Email Control Panel  (If you forgot your login try clicking on Forgot Your Password?)  Once you've logged in, click on the email address, then Preferences.  You can also change the email address in  Manage Your Account.  If you don't see your email address here you'll have to add it first, and then set a new password.  If your email forwards to another address be careful to also set up the forward here.

Will my Brainstorm Internet email work outside the United States of America?

No, to protect our American customers from spammers we have blacklisted IP addresses in countries around the world that send the most SPAM. However there are workarounds, so before you leave please call us and speak with a technician who will assist you with this issue. 

Why does some of my email come on one computer and some on another?

If you check your email on more than one computer using "POP3" you have to make sure that your email programs on each computer are set to "leave a copy of messages on the server" for a period of time.  Recent versions of email programs (and most Macs, phones, and devices) do this by default, but versions that are more than a couple years old do not. We recommend a setting of 10 or 14 days.  You can find this setting is in the account settings | advanced in many programs.

Roundcube

How can I get into the Roundcube Control Panel?

The easiest way is to click on any of the links in the daily Quarantine report that you receive in your email.

I've deleted all the Roundcube emails. How can I log into the control panel?

Go to https://rc01.forethought.net/roundcube. You can log in using your regular email address and password.

I've forgotten my password. What do I do?

If you've forgotten your email password you should call us.

I see that spam is being filtered but I'm still getting a lot of spam. What can I do?

Log into the Roundcube control panel. Click on the Settings icon, then click Filter settings. Then set the Spam kill level (quarantined) to a lower number (lower is MORE filtering, greater is LESS filtering). Then click Save.

What does Spam tag level (marked) do?

The Spam tag level tags the subject line by inserting the word "***SPAM***" in the front of the subject for emails which meet a certain spam score. If you prefer this kind of filtering set the Spam tag level lower than the kill level.

I don't want Roundcube, I want all my email with nothing filtered. How do I do that?

In Settings, click on Filter Settings, then uncheck "Activate Spam Check."

Do I need to click Delete on all those emails each day?

No. The messages in your quarantine don't count against your quota. Furthermore the oldest messages will be automatically purged. So you never need click Delete.

So what should I click on in those daily emails?

If you want to read a message click Release. If you want to always read emails from that person click Whitelist. That's about it.

What does it mean to Whitelist and Blacklist?

Whitelist means that in the future messages from that email address will never be Quarantined. Blacklist means that in the future messages from that email address will be quarantined. Blacklist is ineffective against spammers but could be used against specific individuals that you no longer want to receive emails from such as ex-boyfriends, in-laws, etc.

I want to edit one of the addresses in my Whitelist but I don't see how. What do I do?

You can't edit a Whitelist entry. You have to delete it and create a new one.

I prefer to use the Roundcube program for webmail. Can I import my Address Book?

You'll have to export your Address Book from the traditional webmail (Horde) in vCard format and import it into Roundcube. Detailed steps: In Horde, click on the Address Book icon, then Import/Export. Now, in the Export Address Book section, select vCard as the format and click Export. Save the "contacts.vcf" file to your Desktop.  Now log into Roundcube, then click Address Book, then Import.  Now click Browse to select the contacts.vcf file that you saved, and select Import Group Assignments: ALL, then Import.

What if I want to whitelist or blacklist a whole email domain?

Just put an "@" sign in front of the domain with nothing in front of it. For example if you want to whitelist myfavoritedomain.com enter it as @myfavoritedomain.com.

I have the same domain name in both a whitelist and a blacklist entry. Which one will apply?

The most specific entry always has precedence. For example if you blacklist @mydomain.com but whitelist This email address is being protected from spambots. You need JavaScript enabled to view it., all senders from mydomain.com except for joe will be blocked.

When I log into Roundcube I don't see any of my emails, and when I click Quarantine I see a message "Service not available."  Why?

You must have javascript enabled in your browser.  See this link for some information.

When I log into Roundcube why don't I see all my folders?

Roundcube may not automatically display all your folders.  Click on Settings, then Folders.  Here you can check or uncheck which folders you want to display.

Why am I seeing a lot more messages in my Quarantine Digest than I had with Barracuda?

In Barracuda we used to just discard messages that had a very high spam score.  We don't do that any more.

What spam kill level do you recommend?

We recommend a Spam kill level of 3 to start with. If you get a lot of spam you might want to adjust it downward. We also recommend disabling the Spam tag level by keeping it at a higher value than the kill level.

Barracuda worked great.  Why are you switching?

We are changing systems to provide a better experience for our customers.

Dialup

Why an I getting error 691 user name and password entered incorrectly?

Retype your user name and password. Windows tends to forget or lose the password from time to time.

Why don't webpages display even though I'm connected to Brainstorm?

Reason : Sometimes the DNS (domain name servers) aren’t working properly. You can find out by following the steps below.

Solution Part A:
1. Click on the Start Button
2. Click on Run
3. Type in "command" or "cmd"
4. Type "ping www.yahoo.com"
5. If you get a reply, than you are fine. If not:
6. Type in “ping 66.118.220.38”
7. If you get a response, then there are possible DNS problems.
supportdns

Solution Part B (for Windows 98):
1. Double-click on My Computer
2. Double-click on Dial-Up Networking
3. Right-click on the Brainstorm connection and then click on Properties
4. Click on the "Server Types" tab up on the top.
5. Click on TCP/IP settings.
6. Enter the following DNS numbers:
• Primary: 66.118.220.38
• Secondary: 66.118.220.37

Why do I have an unreliable connection (slow speed, no activity once connected, booted off a lot)?

Unreliable connections indicate a poor electrical connection somewhere.  Check all your wiring, and replace phone cords if necessaryIf you hear static when you make a call, then the problem might be in your internal wiring.  If you don't hear static, the problem might just be in the connection to the computer.  You can call the phone company and have them do a line check for problems.

Webhosting

How can I manage my domain emails?

You can perform some simple management functions like adding emails, changing usernames and passwords, and adding forwards, at the Manage Your Account page.  It's better though to use the Email Control Panel where you'll have full control.

How can I manage my website with the Plesk Control Panel?

Depending on what server your website is on you need to log in to one of the following sites:

If you don't know your login information please contact go to our Contact page and enter a support ticket to request it.

How can I find out my login?

The best way is to call or write.  Use the Online Support Request and make sure you put in your domain name.  We can email the information to the address we have on file for your account.

What's a good free web design program?

We recommend the free program Seamonkey. Seamonkey is actually a suite of programs including a web browser, a chat program, and a mail and newsgroup program, but what you want to use is the composer web design program.  You can learn how to use Seamonkey by watching some tutorials, like on YouTube. It's simple to create a basic web page with text and pictures.  Try using Tables to position your page elements where you want them.  When you're done you'll want to publish your site.  You'll need to know what settings to put into the Publish Page dialog.  If your site is named mywebsite.com then you should fill in the settings like this picture:

mywebsite

Is there a way to build my website without knowing html?

Whether you're a novice or an experienced web designer we recommend you take a look at programs like Wordpress. These "Content Management Systems" or "CMS's" for short, eliminate the need to know technical code, and let you get up and running very quickly with a nice looking site.  All kinds of cool effects are possible simply by changing themes or adding plug-ins.  You can install Wordpress and other CMS's from the Web Applications icon in your control panel.

DSL

My internet is down.  What can I do?

We recommend as a first step that you restart your DSL modem and/or wireless router.  Many folks try to restart their computer but usually this is not necessary and takes too much time.  The DSL modem and router can be restarted by removing power.  Look for a black power cord and try unplugging it from the back of the device.  If this isn't practical you can also pull the plug at the AC receptacle.

Wait about 10 seconds and plug in the cord.  Once you see a green "Internet" or "Broadband Link" light you should be back online.

If you're not sure what your DSL modem looks like here are some common models:

Wireless Modems

8025pic-modem-270Xpic-modem-gt701pic-modem-gt701wgpic-modem-m1000pic-modem-pk5000pic-modem-pk5000z

Modems without Wireless

Speedstream5360a        speedstream_modem        1511_front_med

If you have a modem without wireless you may or may not have a wireless router.  If you have a router you may need to restart it as well.  Here are some pictures of common models:

Linksys_WRT Linksys_E1200 D_Link

What is my wifi password?

If the wifi has never been set up your password can be located on the bottom of your DSL modem. If your DSL modem has a WPS button, follow the instructions that came with your modem.

Wireless/Wifi

What is Brainstorm Wireless Internet?

Brainstorm Wireless Internet is one of the ways we can send internet to your house.  With this system we mount a receiver on the house and wire that receiver to your computer or router.

Can I use my Wireless Internet anywhere?

Our wireless internet service is installed to a single location and with the help of a wireless router the internet can be shared with anyone at your location that has wireless on their device.  However you cannot access it from a different address.

Why should I get Wireless Internet?

Wireless Internet is a great option for remote locations that can't get DSL or Cable.  It's also a great option for those that want internet but don't need phone or tv cable.

Can weather affect my Wireless service?

Yes.  Weather can reduce the strength of your wireless signal and as a result it can affect the speed or even the availability of the service.  We do our best to make sure that the receivers are mounted in a protected location and that they have a strong enough signal that weather shouldn't have that much affect.

My internet is down.  What can I do?

We recommend as a first step that you restart your POE adapter and/or wireless router.  Many folks try to restart their computer but usually this is not necessary and takes too much time.  The POE adapter and router can be restarted by removing power.  Look for a black power cord and try unplugging it from the back of the device.  If this isn't practical you can also pull the plug at the AC receptacle.

Wait about 10 seconds and plug in the cord.  After a few more seconds you should be back online.

If you're not sure what your router looks like here are some common models:

Linksys_WRT Linksys_E1200 D_Link

If you're not sure what your POE adapter looks like here is a picture of some common types:

IMG_0158

IMG_0159

What is my wifi password?

If the wifi has never been set up your password can be located on the bottom of your DSL modem. If your DSL modem has a WPS button, follow the instructions that came with your modem.

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