Report a Service Problem or Submit a Request
We strive to answer all requests within an hour of a report depending on the request and service priorities. Problems requiring urgent attention should first be documented to support@skywaywest.com and followed up by calling Support at 604 482 1212.
Your email will clarify your problem and begin the documentation of the process used to solve your problem.
Please include the following information:
1. Subject Header
Your company name followed by a brief description
(e.g., Subject: Mycompany domain name problem)
2. Message Content
Please describe the problem you are experiencing as clearly as possible and report any specific error messages your applications display.
Include the type of service you need help with.
(i.e., Internet Access - ADSL, Fibre, Wireless or Dial-up,
Domain Name Hosting, Email, Web Site(s), VPN, Server Park, etc.)
Specifics applicable to your service problem or request:
- IP address of your modem/router (ADSL, Fibre or wireless)
- Dial-up login name
- IP address of Domain, mail, web site
- Email login name or address
- The operating system and version you are using (Please include the Windows version number from the Systems control panel)
- The browser and version you are using (e.g., Internet Explorer, Netscape - on the Menu Bar choose Help, About, to find the version you are using)
- The email application and version you are using (i.e., Outlook, Eudora, Netscape, Exchange, Outlook Express - on the Menu Bar choose Help, About, to find the version you are using)
3. Signature
your name and direct telephone number
your role/position (i.e., IT support)
company name
Reporting Problems with Received Email (expanding message headers)
When reporting problems with received email, please include the full headers. This will alllow us to track the email path through the Inernet. Below are instructions to display the entire headers.
PC Email Applications
a) Microsoft Outlook
1. Open Microsoft Outlook.
2. Find your message in the Message List Pane and click on it to highlight (but not open), the email.
3. Right click on the highlighted message and select Options. The screen that appears will contain the headers - usually in a small box near the bottom right hand corner of the newly opened wIndow.
b) Outlook Express
1. Open Outlook Express.
2. Find your message in the Message List Pane and click on it to highlight (but not open), the email.
3 Right click on the highlighted message and select Properties.
4. At the top of this window you will see two tabs - General and Details. Select Details. You will see the headers here.
c) Mozilla Thunderbird
1. Open Thunderbird.
2. Find your message in the Message List Pane and click on it to highlight (but not open), the email.
3. Click on View from the top menu. Hover your mouse cursor over Headers. Select All from the side menu.
4. Now you need to save the email to your hard drive as a text file. Click File, then Save As.
5. Make sure you remember where you saved the file. Once saved you can load the document into notepad to see the headers.
MAC Email Applications
a) Eudora:
1. Open Eudora.
2. Find your message in the Message List Pane and click on it to highlight (but not open), the email.
3. select the "blah, blah, blah" box immediately to the left of the subject line. A window will pop up showing the headers.
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