DSL Frequently Asked Questions

What is the Charge to Install DSL?

There is a one-time fee of to install DSL in your home or business. This fee can be waived when customers sign an agreement to retain service for a minimum of 6 months. Additional fees may be charged for work related to installation or relocation of telephone lines.

Is the DSL modem included in the Installation Charge?

The DSL modem is included when customers sign a one-year or longer contract for DSL service. Customers who wish to retain DSL service for less than one year pay $99 for the modem.

Is a Contract Required to Sign up for DSL Service?

A contract is not required. At Copper Valley, customers may choose month-to-month service or two-year contracts. Typically, the longer the commitment a customer can make to retain our DSL service, the lower the upfront and monthly charges.

What do the Numbers Mean on the DSL Plans?

DSL speeds typically look something like this: 4MB/1MB. In this format, the first number (such as 4MB) is the download speed and the second number (such as 1MB) is the upload speed. In this example, the download speed would be read as "4 megabits per second" and is the approximate speed at which you would expect to be able to download information from the Internet. The upload speed would be read as "1 megabit per second" and is the approximate speed at which you would expect to be able to upload information to the Internet. For more information on transfer rates, please read our Net Neutrality Policy.

What type of modem will I receive?

We install high quality wireless modems. A wireless modem actually connects to a telephone line at your service locations via a standard telephone line. The computers and other devices are then connected to the modem by either a CAT5 cable (for a desktop PC) or through a wireless signal. Thus, you may have multiple devices (desktop PC, laptop computer, tablet, smart phone, media players) connected to the Internet at the same time.

How do I know what speed I should subscribe to?

The following factors influence the amount of "bandwidth" (or speed) you may need to have a quality experience using the Internet.

  • Number of devices connecting to the Internet through your modem at the same time.
  • The amount of video, movies, and on-line gaming you or others in your location use.
  • Need to conduct Internet-based activities such as accessing off-site data bases through a VPN connection or participating in video conferences.

Recommended minimum speeds by activity
Activity 18MB/ 1MB 15MB/ 1MB 10MB/ 1MB 4MB/ 1MB 768KB/ 512KB
Video Chat X X
Streaming HD Video X X X
Online Gaming X X
Online Meetings (web casts) X X X
Downloading Movies X X X
Streaming SD Video X X X
Watching SD Video Clips X X X
Music Download & Streaming X X X X
Emailing Large Files X X X X
Social Networking X X X X
Sharing Photos X X X X X
Web Surfing and Emailing X X X X X
*Note: multiple computers accessing the Internet for higher end purposes may require higher speeds than recommended here.

What is GreyMail? How do I change my SPAM/GreyMail settings?

GreyMail is the built-in SPAM filter provided by Zimbra, our email provider. GreyMail will periodically send you a Daily Digest, an email that lists all the recent SPAM messages, phishing messages, suspicious and potentially harmful emails that have been sent to your email. You can access your GreyMail settings via the Daily Digest email in your inbox and release emails you deem are safe and add those addresses to your "friends" list. In addition, from the same place you can also choose to block addresses by placing them in the "enemies" list, so they are blocked from coming into your account. Any email listed in the Daily Digest is in a "quarantine" state, to protect you and your device from accidentally downloading a virus or malware.

I have been getting unwanted e-mails. How do I access the blocked senders list to add them to it?

Login to https://greymail.redcondor.net/console/quarantine/. Select the Policies tab, add the sender's address to the Enemies list and click the green + icon. .

I can't change my email password.

If you'd like a new password, call our Tech Line at 907-255-TECH during business hours or the 24/7 Help Desk at 907-834-HELP or 907-822-HELP. You may also change your email password yourself by logging into your email portal at https://myapplicationportal.com/ select Settings icon > Manage Settings> Change Password.

How do I update/add/remove Port Forwarding on my modem?

  • Type into the URL field of your browser.
  • Enter your modem log-in and PW to access the modem's settings:
    • Contact the Tech Line at 907-255-TECH during business hours for your Control Panel username and password.
  • You should see your modem's Control Panel. From here, you can click on Port Forwards (left side) to access and change your port forwards on the modem.

How does the Free ESPN3.COM service work?

ESPN3.COM programming is available for free to all our Copper Valley DSL subscribers. To access the programming, just go to www.espn3.com from any computer that is utilizing a Copper Valley DSL Internet connection, find the broadcast you wish to view and click on it. Make sure that you are selecting ESPN3 programs only -- you won't have access to ESPN or ESPN2 programs. Please note that you wouldn't have access to the programming if you are on a device that is connecting to the Internet via a different network (including via a 3G cellular network). ESPN3 programming is not available on mobile devices such as tablets and smart phones. If you are having trouble connecting, please contact our Copper Valley help desk at 834-HELP or 822-HELP.

Tech Support