INFOWEST HELP CENTER

INFOWEST HELP CENTER

Contact us by Live Chat (yellow button below):

—Or Call—

Available 24 hours a day, 7 days a week

FREQUENTLY ASKED QUESTIONS

Click on the tab below that best relates to your question and type a keyword to quickly find the most relevant answers. If you don’t find the answer you need try a different keyword or clear the search field to bring back all of the original questions for that tab.

For example, if you wanted to learn how to change your InfoWest email password click the EMAIL tab below then type “change” in the KEYWORD field.

How do I set-up my InfoWest email with my email map?

In order to configure your e-mail program to work with our mail servers you will need modify a few settings. We recommend you use an email Internet Message Access Protocol (IMAP) client such as Outlook or Thunderbird, however POP3 (Post Office Protocol) accounts such as, Gmail, Yahoo & Hotmail will work as well. IMAP accounts will allow you to keep your email on the server, which is accessible from our InfoWest Webmail.

Username:Your e-mail (username@infowest.com)
Password:Your password
E-Mail Address:Your e-mail (username@infowest.com)
Incoming Mail Server:mail.infowest.com
Outgoing Mail Server:mail.infowest.com
Outgoing Mail Authentication:ENABLED
SSL/TLS Secure Connection for Incoming and Outgoing:ENABLED
Alternate Outgoing Mail Submission Port:587 (default is 25)

If you would like assistance in configuring these settings into your e-mail program please give our technical support team a call at 435-674-0165 (ext. 2) and we can walk you through the process of configuring your e-mail client correctly.

How do I change my InfoWest email password?

For security reasons, we ask that you give us a call at 435-674-0165 or 1-866-463-6937 ext. 2 so we can assist you with this. InfoWest also recommends you change your email password every 6 months for safety. You can also go here: secure.infowest.com/password.html IMPORTANT: Once your password is changed, please make sure to update your password on all devices you use to check your email.

Can I access my InfoWest email while on vacation?

Definitely! You can access your InfoWest email by visiting: webmail.infowest.com and logging in using your InfoWest username and password.

How do I access my InfoWest Email Spam Trap?

When you use the InfoWest Spam Trap filter to report spam, you’re not only cleaning out your own Inbox, but helping us to better filter our unwanted or malicious emails. You can access your InfoWest Spam Trap by visiting: spamtrap.infowest.com and login using your InfoWest email username and password.

How do I unlock my InfoWest email account?

Your email account will automatically lock after too many failed login attempts. On rare occasions, your email account may also be locked if our system believes your email account has been compromised. To unlock your account, you will need to contact our technical support team at 435-674-0165 ext. 2.

How can I add (or delete) InfoWest email addresses?

You receive 5 InfoWest email addresses for Free with your InfoWest Internet service. You can manage these addresses by calling 866-463-6937 (ext. 3).

What is Spam?

Spam is unwanted or unsolicited emails. You can filter spam emails by utilizing your InfoWest Spam Trap.

What can I expect on my first bill?

The first bill after starting a new service can be a little confusing. So, there are no surprises, here’s what you can expect: We will prorate your account from the day of installation  to the first of the following month, then we will bill for a full month in advance on the first.  Your bill will reflect any credit you had from your initial payment.

Can I have someone else pay my bill?

Yes! Someone other than the account holder can pay an InfoWest bill. There are a couple of ways you can do this…

  • By adding an authorized person to your InfoWest account. This will grant the authorized person permission to make changes, payments and review your InfoWest account, until their privileges are revoked. To add an authorized person to your account, please call 435-674-0165 ext. 3.
  • Otherwise, someone else can pay on your InfoWest account by stopping into any one of our three locations in St. George, Cedar City or Overton, NV. They will need to provide the name of the InfoWest account holder, your InfoWest account number as well as the amount that needs to be paid.
How can I pay my bill online?

You can access your account online by visiting: portal.infowest.com and logging in using your username and password. For new users, you will need to register for a new account at portal.infowest.com/register  and login in using the email address associated with your InfoWest account.

Can I prepay for my service?

Yes, you can. When you prepay your service annually, you may receive an additional discount for your InfoWest services. To learn how much of a discount, you can receive by participating in our annual prepay service, please contact our Billing department at 435-674- 0165 ext.3.

How do I set-up a payment arrangement?

We understand that sometimes situations arise that make it hard to pay a bill on its due date. If you find yourself in this situation, please give our Billing department a call so we can work with you.

How can I dispute a charge or request a refund?

InfoWest customers have 60 days to dispute charges. Disputes and refunds are handled on a case by case basis. Please contact a billings team member at 435-674-0165 ext. 3.

What are my payment terms?

Net 15.

My Internet Connection is down or performing poorly. What can I do?

Power cycling the equipment on the roof is the primary troubleshooting step. This can be done by locating the roof equipment's Power Supply Adapter, unplugging the cable running to the roof equipment and plugging it back in.

My WiFi seems to be slow. What can I do?

Power cycling your router is a good start. Make sure your router stays disconnected from its power supply for at least 30 seconds before plugging it back in. Your WiFi is also prone to interference from neighboring wireless devices. Most interference issues can be alleviated by moving your WiFi’s signal to another channel. If you believe that your WiFi may be suffering from interference, you can plug a device directly into the back of the router (hardwired) and test the hardwired performance against your WiFi performance.

My internet is not working on one of my devices, but is working on others.

If the internet is working on other devices, this means that your InfoWest internet connection is active. In most cases, if a device is not working when others are, there is an issue with the device connecting to your wireless router.

Can my InfoWest connection use the existing cabling that is run in my home?

Because every home is different, the only accurate way to determine if your home's existing cabling can be used is to have a technician on site to inspect.

Who does my roof equipment’s power supply look like and how should it be plugged in?

My Internet Connection is down or performing poorly. What can I do?

Power cycling the equipment on the roof is the primary troubleshooting step. This can be done by locating the roof equipment's Power Supply Adapter, unplugging the cable running to the roof equipment and plugging it back in.

My WiFi seems to be slow. What can I do?

Power cycling your router is a good start. Make sure your router stays disconnected from its power supply for at least 30 seconds before plugging it back in. Your WiFi is also prone to interference from neighboring wireless devices. Most interference issues can be alleviated by moving your WiFi’s signal to another channel. If you believe that your WiFi may be suffering from interference, you can plug a device directly into the back of the router (hardwired) and test the hardwired performance against your WiFi performance.

My internet is not working on one of my devices, but is working on others.

If the internet is working on other devices, this means that your InfoWest internet connection is active. In most cases, if a device is not working when others are, there is an issue with the device connecting to your wireless router.

Can my InfoWest connection use the existing cabling that is run in my home?

Because every home is different, the only accurate way to determine if your home's existing cabling can be used is to have a technician on site to inspect.

Who does my roof equipment’s power supply look like and how should it be plugged in?

Internet Support Videos

Quick & Easy Internet Fixes

Most internet issues can be fixed with tips in this video. This is a great place to start!

How to Test Your Internet Speed

How to test your internet speed. Is your internet connection slow? Let Skyler from the InfoWest team show you how easy it is to run an internet speed test. Here’s a link to our recommended speed test site: speedtest.infowest.com

What is an Ethernet Cable?

What is an ethernet cable? The ethernet cable is the cable that connects your computer to your high-speed internet. Watch as Skyler from the InfoWest team breaks down what an ethernet cable is and how to find it.

Router Care and Maintenance

Improve your home wifi by treating your internet router to a little TLC. Check out our newest video with three tips for caring and maintaining the life of your router.

connect-plus-logo

New to the InfoWest Connect Plus App?

This video will help get you started by introducing you to the Connect Plus dashboard and unleashing the power of total control over your internet system.

Phone System Videos

Coming Soon!

Customer Service is our Service

Our qualified technicians are available to get you back in working order as soon as possible.

PHONE SUPPORT

  • Connecting computers to the Internet
  • Configuring Routers to Connect to the Internet
  • Setting up and troubleshooting InfoWest Accounts on your Computer
  • SpamTrap
  • Getting Access to Hosted Website
  • Accessing cPanel (Hosting Management Tool)
  • FTP
  • Accessing your Web Portal
  • Phone Sound Quality Issues

IN-HOME SUPPORT

A trained InfoWest Technician can come to your location for $90/hr, with the minimum charge of $45 for the first half hour, for the following:

  • Networking Issues behind your Router/Firewall
  • Wireless Interference issues
  • Running cable to a new room
  • Setting up a new computer
  • Installing VoIP to all phones inside your Location
  • Virus Removal

IN-OFFICE SUPPORT

  • Setting up and troubleshooting InfoWest Accounts On Your SmartPhone
  • Setting up your Router
  • Tune-up and Virus Removal on your computer
  • Setting up a new computer
  • Help with Software Issues and updates.
  • First Time Set-up For New Computers
  • Virus Removal

BUSINESS SUPPORT

  • Routine visits to ensure that your Network Environment is in good, working condition
  • Devise Custom Solutions to better suit your IT needs
  • Virus Removal

St. George

435 E Tabernacle
St. George, UT 84770
435-674-0165
M-F 8am-5pm
Sat 10am-3pm

Cedar City

360 W 200 N
Cedar City, UT 84720
435-865-0606
M-F 8am-5pm

755 S. Main St.
Suite 5
Cedar City, UT 84720
435-233-2525
M-F 9am-6pm

Richfield

136 N Main Street
Richfield, UT 84701
435-304-6000
M-F 9:30am-6pm

Overton

196 S. Moapa Valley Blvd
Ste #3
Overton, Nevada 89040
702-397-6445
M-F 9am-5pm

St. George

435 E Tabernacle, St. George, UT 84770
435-674-0165
M-F 8am-5pm | Sat 10am-3pm

Cedar City

360 W 200 N, Cedar City, UT 84720
435-865-0606
M-F 8am-5pm

755 S. Main St. Suite 5, Cedar City, UT 84720
435-233-2525
M-F 9am-6pm

Richfield

136 N Main Street, Richfield, UT 84701
435-304-6000
M-F 9:30am-6pm

Overton

196 S. Moapa Valley Blvd Ste #3, Overton, Nevada 89040
702-397-6445
M-F 9am-5pm