Frequently asked questions for CloudPath.

If your questions are still unanswered, please contact us. We look forward to serving you.

Support and subscription changes

Will I be compensated in the event of a service failure?

Pursuant to the terms of the SLA, Pathway will offer you service credits if there is a failure of the service. For full details and conditions please take a look at our SLA.

Are any tutorials or documentation available?

We have created pages that outline frequently used procedures and other useful information that will help you get started with Cloudpath. This information is available at Additional information can be accessed through the VMware Documentation Center.

How can I get support and what levels of support are available?

Cloud Technical Support will be available 24 hours a day, seven days a week every day of the year, via telephone (local to Toronto 416 and 905 area codes) and email.

Pathway Support staff will follow an ITIL®-defined system for service response and resolution, which will include:

Contact response targets:
Phone average time to answer: 60 seconds
Email average time to answer: 1 hour
Trouble ticket creation and assignment:
100% of all calls and emails answered
100% call-backs, within two (2) days, to you, for every ticket created and closed
Repair, reconstruction or resolution action commences as follows:
Emergencies – action commences within thirty (30) minutes. Emergencies include: Server down and major Routing issues.
Non emergencies – action commences within 120 minutes. All other cases included in non-emergencies Pathway may reclassify any case or Ticket misclassified as an emergency and such case will not qualify for emergency treatment. Note that Pathway does not guarantee resolution or repair times, and this SLA does not provide a guarantee related to time taken to repair, resolve or reconstruct Services.
24/7/365 Pathway Network Monitoring and Pathway Systems Management
Pathway Network Monitoring: 24 hours a day, every day of the year from Pathway’s network operations centers (“NOCs”)
Pathway Systems Management: 24 hours a day, every day of the year from Pathway’s network operations centers (“NOCs”)
Accounting and Billing Queries
Phone and email response: Mondays through Fridays 9 am to 5 pm EST
For Data backup, server monitoring, operating system management services, or other custom work please see our Managed Services offerings, or contact us directly.
Data center physical security

Pathway will ensure the presence of on-site security guards in the Pathway Data Center at all times, 24/7/365. These staff will follow Pathway’s security policies and procedures, which include, amongst other things, that visitors wear badges and are authorized to visit the premises.

* ITIL is a registered trademark of AXELOS Limited.

How can I make changes to a subscription?

To make changes to your CloudPath account such as service upgrades, or to add an additional VM, contact your account manager. Your account manager will discuss options with you, adjust your plan accordingly, and get you set up. You may also contact us directly.

Security and privacy

Will my data be affected by the U.S. PATRIOT Act?

No, your data will not be subject to the U.S. Patriot Act as all data is housed in Canadian data centers.

What is the U.S. PATRIOT Act?

The U.S. PATRIOT Act is an anti-terrorism legislation that was enacted after the Sept. 11, 2001 attacks on the World Trade Center. The act gives American authorities powers without transparency which include the ability to retrieve data stored on U.S. soil and search it without the need to inform the owner of the data.

How secure is Pathway CloudPath™?

We use only certified infrastructure and Canadian data centers. We also utilize hardware firewalls and feature separate public and private network interfaces. Security threat management and unified reporting also add a level of security.


How often does Pathway CloudPath™ backup information?

Your information is backed up nightly with off-site backup management. We ensure redundancy through snapshot-based server images which can be scheduled or on-demand. See Managed Services to read about our various retention periods and backup capacities/sizes.

What hardware and software does Pathway use?

  • Gear designed to allow for expansion, reliability, security, management ease
  • Latest Dell servers
  • Compellent SAN
  • Cisco switches and firewalls
  • FortiGate firewalls
  • Other commercial management and monitoring tools

What is the difference between Pathway’s Cloud and VPS offerings?

Container-based VPS (Advantages)

  • Ideal for web hosting, email servers, DNS servers and small business applications (e.g. QuickBooks, Sugar CRM, etc).
  • No expensive licensing costs as the OS is shared across containers on one host.
  • Save costs – containers are very cost effective when compared to other options.
  • Simple maintenance – managed by the service provider.

Cloud (Advantages)

  • Virtual machines are separated on hypervisor based virtual servers. This provides you with an experience that will be very similar to a true dedicated server.
  • Windows OS allows you to set your time zone, run VPN services on Windows and update Windows as you like.
  • A virtual server can operate on any physical server in the network, and your whole virtual server can be moved as needed to another piece of hardware—with no downtime.
  • Can have dedicated resources like RAM and CPUs allocated to cloud servers.
  • Install any application you want. Your resources and operating system are dedicated to you.
  • Your virtual environment is fully isolated and you can reboot your server without affecting any other servers on the same host.
  • Virtual memory swap is offered to allow your applications to use an assigned piece of disk space as working memory when necessary to avoid crashing.
  • Hypervisor-based servers offer high availability, load balancing, and disaster recovery, unlike OS virtual environments.

What should I look for when choosing a Cloud provider?

  • Experience (of staff and the company as a whole)
  • Technology and infrastructure
  • Other client references
  • Pricing
  • SLAs
  • Features
  • Benefits (and how they pertain to you)

What optional services and products can I purchase?

  • You may purchase a variety of useful optional features and system components to add to your cloud plan. These include:
    • Additional memory (RAM)
    • Computing (CPU cores)
    • SAN storage
    • Internet bandwidth
    • Windows Server 2003/2008 (R2 or SP2)/2012
    • Red Hat Linux
    • Public IP addresses
    • Additional VLANs
    • Additional domain names
    • Advanced firewall solutions (powered by Vyatta, Fortigate, and Cisco)
    • Secure VPN access (IPSEC or SSL)
    • High availability services (automatic fail-over for virtual machines)
    • Data backup


How do I get an EasyMail account?

EasyMail is free and is included with almost every Pathway internet service.

What features are included with Pathway CloudPath™?

  • Pathway Secure Cloud Product Features

        • Hypervisors: Citrix Xen,VMware, KVM
        • Servers on-demand
          • Linux: multiple versions
          • Windows 2003/2008/2008 R2/2012
        • Reserved SAN storage with no oversubscription
        • Reserved RAM: no oversubscription
        • Multiple public IP addresses
        • Available forward and reverse DNS service
        • Domain Name Services; domain registration
        • Internet bandwidth included free
        • Unlimited bandwidth within the data center network (local traffic)
        • Management interface, real-time reports
        • Rapid provisioning and upward scaling on demand
        • Proactive maintenance, updates and patches on all systems
        • Continuous environment monitoring
        • World-class equipment
        • Open Source APIs
        • Automated billing and self-serve account review
        • Dedicated Account Manager

    Equipment deployed and available

        • High capacity Dell servers with multi-core processors
        • Compellent SAN
        • Cisco network switches and routers
        • Cloud software and management interface
        • Tier III Pathway Data Center in Toronto with a second site in Montreal (optional)
        • System monitoring, management and support systems (LiveTime, others)

    Reporting and management

        • Web-based automated self-service reporting and management console
          • Resource utilization dashboard and reports
          • Management: rapid install, rebuild, reboot, restart, control


        • Based on NIST guide to security for virtualization technologies
        • ICSA certified firewalls, IDS/IPS systems, threat management and unified reporting
        • Private VLANs for secure, encrypted access
        • Virtual server segregation using VLAN
        • Data never leaves Canadian borders and is not subject to the U.S. PATRIOT Act.
        • Access to all server and application logs, on request, for audit compliance


        • Snapshot based server images (scheduled and on-demand)
        • Nightly backups with off-site tape backup
        • Multi-homed upstream connectivity from Tier one providers; full BGP
        • Fully redundant Tier III Data Center: power, cooling, fire-suppression
        • Data back-up to customer location is optional


        • 24 x 7 systems management and monitoring
        • 24 x 7 support via phone, email, chat
        • On-site remote hands and feet

    Service Level Agreement (SLA) assurance

        • Availability: network, data center, HVAC and power: 99.999% (scheduled maintenance excluded)
        • Scheduled maintenance windows with advance notice

    Optional services

    These features are available at preferred prices for Pathway Secure Cloud Service clients:

        • Additional hypervisors
        • High availability via load balancers and shared IP addresses
        • Data migration
        • Clone backup
        • Secure, managed connectivity to data center, inter-office, home (MPLS available)
        • Application support and programming
        • Creation, deployment and management of in-house private cloud
        • VoIP services and IP based telephony systems
        • Other managed data and colocation services
        • Virtual desktop services

How do I sign up for Pathway CloudPath™?

You can visit our website and sign up with one of our pre-built cloud plans or customize your virtual data centre. Please feel free to contact us via email or phone 416-214-6363 to speak to a sales representative.

What managed services do you offer?

Our managed services include OS management, patches, hot fixes, upgrades, and application deployment. We also provide security management (virus and spam control, firewall management, and intrusion prevention).

How do I choose a CloudPath plan?

  • Choosing a cloud server configuration can seem complex and confusing because providers use different usage and billing models. Most of these models are based on resources used (e.g. CPU, RAM and storage) by the hour, minute, or day. With other providers you are on your own when it comes to deciding on a cloud plan.To avoid over-subscribing when you order services, we suggest that you check and confirm what resource specifications are demanded by your software applications, what you are currently using and what your immediate growth needs are. This applies to CPUs, RAM and storage. Based on this, we suggest that you:
      • First select the base CloudPath package that most closely reflects your system requirements.
      • If you are not sure, start with the one of our basic packages (CloudPath1 or CloudPath2) or build your own customized virtual data centre
      • Add optional components or managed services as required. Remember: you can always add resources at any time.

    Our Cloud Specialists will help you select the plan best suited to your needs. Please call 416-214-6363 to speak with one of our Account Managers.

    We also offer you a month to monitor your resource usage and decide if you want to scale down. After this you will not be able to scale down until your contract has ended.

Frequently asked questions for EasyMail.

If your questions are still unanswered, please contact us. We look forward to serving you.

Features and settings

How do I create filter (rules) to put all tagged emails in a separate mailbox?

You can create filters (rules) by selecting the Filters menu (under the Mail tab) and clicking New Rule. From the Select a field drop down list, select Subject and type in the keywords (e.g. Spam) that will trigger the email to be delivered to a specified mailbox. In the Deliver into my inbox drop down list, select the mailbox that you wish the email to be delivered to.

Why do I receive emails tagged as ***SPAM*** when I report an email as non-spam or have added the email address to my whitelist?

This is a temporary issue and is intended for the convenience of several customers who use local email filters based on tagged email subject lines to sort out unwanted email. We will be moving to a transparent tagging system very shortly, which will eliminate this problem. To deal with this temporarily, we recommend that you create a local email filter to put all tagged emails in a separate mailbox.

How do I report spam?

Pathway uses smart, state-of-the-art technology to filter out unwanted emails. However, no system can completely eliminate spam. To help improve the accuracy of our spam control system, please report spam emails which make it through our filters. You can report spam in the following ways:

  • From your inbox, right-click the email you would like to report, and click Blacklist.
  • You can also manually add specific email addresses to your blacklist so emails from these addresses will be blocked and prevented from being delivered to your Inbox.

What is email forwarding?

Email Forwarding allows you to redirect emails from your Pathway account to other email addresses.


Will I still have access to my old emails?

Yes, all of your old emails will be transferred to your new EasyMail inbox.

Do I have to create my email account again?

No, your existing email account will remain unchanged.

Do I have to download new software to access EasyMail?

No, you can access EasyMail simply by logging in at our website at

What are the new features of the new EasyMail?

New features include:

  • Multiple mail folders including Sent Mail, Drafts, Spam and Trash
  • Mail Filtering rules to automatically store incoming emails.
  • Spam management tools integrated in EasyMail. You can now manage your spam options directly in EasyMail without having to log into User Services.
  • Whitelists and Blacklists for improved spam management.
  • Customizable Vacation Email messages to use when you are away.
  • Ability to move messages between folders and sort them.
  • An Address Book to maintain your contact lists.
  • Calendar management to schedule important events.
  • Notes to keep track of ideas, reminders or questions.
  • Search function

What are the benefits of the new EasyMail?

The new EasyMail offers the added benefits of allowing you to access your email, manage spam control settings, create custom filtering rules, schedule events and maintain your contacts using only a web browser.

DIY troubleshooting after the EasyMail upgrade

How do I clear my cache?

To clear cache for Internet ExplorerClick here.

To clear cache for Google ChromeClick here.

To clear cache for Mozilla FirefoxClick here.

Note: You may also access the menus to clear cache from all browsers by holding Ctrl + Shift + Delete.

How do I upgrade to the latest Mozilla Firefox?

  • Step 1: Click here to download the latest Mozilla Firefox.
  • Step2:
  • Step 3:
  • Step 4: Open the file you just downloaded and follow the instructions to install the latest Mozilla Firefox on your machine.Step 5: Please restart your computer and follow with the EasyMail login instructions.

How do I upgrade to the latest Google Chrome?

Step 1: Click here to download the latest Google Chrome.



Step 3:


Step 4: Open the file you just downloaded and follow the instructions to install the latest Google Chrome on your machine.

Step 5: Please restart your computer and follow with the EasyMail login instructions.

How do I upgrade to the latest Internet Explorer?

  • Step 1: Click here to download the latest Internet Explorer.
  • Step2:
  • Step 3:
  • Step 4: Open the file you just downloaded and follow the instructions to install the latest Internet Explorer on your machine.Step 5: Please restart your computer and follow with the EasyMail login instructions.

What browser version am I using?

If you are unsure about the browser version you are using, check here.

Frequently asked questions for user services.

If your questions are still unanswered, please contact us. We look forward to serving you.


How do I purchase virus protection for my email?

If you are a Pathway high speed customer, rest assured that your incoming email is already being scanned for viruses. This service is available free of charge to:

  • Broadband, Fibre, T1, ISDN, Dual Analog and Wireless business Internet clients
  • Residential FastPath Secure, FastPath HomeNet and LightPath high speed subscribers
  • If you are not a Pathway corporate or residential high speed customer, we recommend you sign up for our inbound email virus scanning service for only $9.99 a year (plus GST) per email account – that’s less than 85 cents a month.

How do I delete an email address?

  • Click the round radio button beside the email address you’d like to delete.
  • Click “Delete“.

How do I change an email address?

  • Click the round radio button beside the email address you’d like to change
  • Click on the alias you’d like to change (ie: johnsmith).
  • Erase the alias and type in the new alias.
  • Click the “Change” button.
  • You have successfully changed the email address (note the username and the password remain unchanged).

How do I create more email addresses (aliases)?

Log in to User Services with your User Name and Password as shown in ‘How do I check my online usage and usage details?’

Once you have logged in, select the radio button “Manage your email account”. Click “Submit“. (Only applicable to Dial-up customers.)

Once you have logged in, click on ‘Mailbox Setup‘.

  • Enter the alias (the part of the email address before the @ symbol) that you require to be set up. e.g. johnsmith
  • Enter a password for that mailbox (it must be between 5 and 8 characters).
  • Retype the password in the “Confirm Password” field.
  • Click on “Change” button.
  • The additional mailbox has been created.
  • The user name for the new mailbox will be listed to the left of the alias (it usually starts with the letter “u” or “m”).
  • The password for the new mailbox is the password that you entered
  • The email address of the new mailbox is listed in the alias column (ie:
  • You are ready to add another mailbox if required (follow the same steps)

Click Logout when you have finished creating your mailboxes.

Please Note: The maximum number of mailboxes you can add is determined by the number of mailboxes included with the service you have subscribed to. When the maximum number of mailboxes has been setup for your account, the option to add “New Mailbox” will disappear. If you need to add a number of mailboxes greater than the number included in the service you subscribed to, please contact our Accounting Department.

How do I change my password?

Log in to User Services with your User Name and Password as shown above in ‘How do I log in to the secure User Services portal?’.

Once you have logged in, click on ‘Change Password‘.

Frequently asked questions for VoiceCool.

If your questions are still unanswered, please contact us. We look forward to serving you.


How do I get billed?

In order to keep our cost low and pass the savings to you, we send invoices to the email address you provided on your signup form.

When do I get billed?

All VoiceCool fees are payable annually or monthly, and are automatically charged to your credit card. Your first charge will occur on your first service activation date. Your invoices will be emailed to you and will display the monthly/annual fee and any additional long distance charges you incurred during the previous month.Monthly subscribers will receive the invoice on the same day of each month. Annual subscribers will be billed the full amount on the first invoice.

Service features

Can I have more than one VoiceCool line in my home?

You can add as many phone lines as you wish, but each line will be charged separately. If you require more than two lines, additional adapters will be required as each adapter only supports two lines.

Can I fax with VoiceCool?

The fax feature will be available at a later time.

How do I listen to my voicemail from my email?

The voicemail will be in a wav. format which can be opened in any media player (e.g. Windows Media Player, QuickTime). When you receive your voicemail in your email, save the wav. file on your computer and open it with a media player to listen to your voicemail.

By default, your voicemail is sent to the email you provided when you signed up. If you would like to change the email address or disable this feature, please contact us and we will disable this feature for you. If you would like to enable this feature in the future, simply let us know and we will enable this option for you again

How do I check my voicemail?

You may access your voicemail using any phone or via your email. Your VoiceCool Quick Start Guide will outline the steps to access and use the Voicemail menu on your phone and check your voicemails by email.

Can I see the quick start guide online?

You may download the Quick Start Guide, here. Your VoiceCool kit will also include a Quick Start Guide. Your VoiceCool kit will also include a Quick Start Guide.

Getting started

How do I contact customer service?

Click here to contact us or call us at 416-214-6363.

What is a self care portal and how do I access it?

  • You can access the Self Care portal by visiting The Self Care portal allows you to view your call history, modify your account settings, and manage your VoiceCool features such as VoiceMail, call forwarding and more.

Can I make 9-1-1 calls?

VoiceCool offers 9-1-1 service. Because of the unique nature of VoIP telephony calls, you must keep your temporary or permanent address updated so that emergency personnel can be routed to your actual location.

  • To make a permanent change to your address or contact information, please contact us at 416-214-6363.
  • To make a temporary change to your address or contact information:
  1. Go to
  2. Click Don’t know your passcode?
  3. In the Phone Number field, type your VoIP phone number.
  4. Answer your phone and write down the provided code.
  5. Go to
  6. In the Phone Number field, type your VoIP phone number.
  7. In the Passcode field, type the passcode from step 4.
  8. You will see the existing information.
  9. Click Schedule Temporary Address Change.
  10. In the provided fields, select the time frame and type the new address.
  11. Click Schedule Change.
  12. Verify the information that you provided for the Temporary Change of Address.

How is the call quality on VoiceCool?

The quality of VoIP calls has improved significantly. Many upgrades and innovations in this field has now given VoiceCool great sound qualities that is as clear as the traditional analog phone line. Please note, poor bandwidth and Internet connections are responsible for poor sound quality

How do I place or receive a VoIP phone call?

VoiceCool operates just like a regular landline. To make a call, simply dial your destination number. To receive a call, simple pick up the phone when it rings.

Setting up

What are the possible VoIP setup scenarios?

Depending on the Internet devices you have in your home, your VoIP setup will vary. Please refer to your Quick Start Guide for the different scenarios.

How technical do I have to be to set up my VoIP network?

You don’t have to be technical at all. We have made the setup quick and easy. Simply follow the steps in your Quick Start Guide and you’ll be making long distance calls with VoiceCool in no time.

What is the quick start guide?

The Quick Start Guide contains information to set up your home network. It shows the setup for your PC, router, modem, VoIP adapter and phone. Please note the Quick Start Guide contains the guidelines to set up your VoIP service. Your setup may vary depending on the type of devices you have.

Signing up

How long will it take for my service to be set up if I request for a new VoiceCool number?

If you choose to get a new VoiceCool number, you will receive your VoiceCool kit 3-5 business days after we process your signup form.

I want to transfer my existing number, what happens during the number transfer process?

During the number transfer process, you will receive a VoiceCool VoIP phone adapter and a temporary number. You may set up your VoiceCool adapter and receive calls to your temporary number until your existing number is transferred to VoiceCool. Your VoiceCool kit will include the date that your number will be transferred to VoiceCool.

How long will it take for my service to be set up if I keep my existing number?

If you choose to keep your existing phone number, your number will need to be transferred to our network. The transfer process may take 2-6 weeks. Your VoiceCool VoIP adapter will be sent to you before your number is transferred so you may set up your new VoiceCool line as soon as your number is ready.

Is your online form secure?

You can be assured that the information you provide on our online forms are secured and encrypted so that it cannot be retrieved by outside sources. Read more about our Privacy Policy.


What are VoIP gateways?

The gateways are devices that convert the analog voice signals into IP packets, so that they can be transported digitally over the Internet connection.

What will happen when there is a power outage?

The VoIP system including broadband Internet modems require electrical power to operate, so VoiceCool services do not function during a power outage. While this event may occur, one option is to provide a backup power (from an UPS system) to continue to provide AC power the VoIP system.

How do I give my overseas relative a Canadian phone number?

Subscribe to a VoiceCool plan and select a new VoiceCool number in the city of your choice. Mail the VoIP adapter to your relative overseas and you can make calls to each other as if you were living in the same Canadian city. (Your relative must have a high-speed Internet connection.)

How do I obtain a dry loop?

To obtain a dry loop, please contact your Internet Service Provider. If your ISP does not provide dry loops, you can subscribe to affordable and innovative DSL packages offered by our partner Internet Service Providers – Pathway Communications. You may call 416-214-6363 or see their plans.

What is a dry loop?

A “dry loop” (sometimes referred as a “Naked DSL”) is a copper phone line, without any phone service activated on it. The sole purpose of such a line is to provide high-speed Internet access. There is no dial tone on the line and no calls can be made to or from it.

A dry loop allows users to dispense with their regular phone service and use their high-speed Internet service to obtain a VoIP phone line. Users who order a dry loop may incur a small additional charge from their ISP because the ISP, in turn, is charged a fee by the local telephone company for the lease of the dry loop as per the rules and regulations of the Canadian Radio Television Commission (CRTC).

National DNCL (do not call list) and telemarketing rules

What is the national DNCL website? (Telemarketers may register on and obtain subscriptions to the National DNCL from this website).

How can I file a complaint about a telemarketing telecommunication?

Complaints about the National DNCL Rules or Telemarketing Rules may be submitted online at or by phone at 1 866-580-DNCL(3625).

How do I register on the national DNCL?

Register your home, mobile, VoIP, or fax telephone numbers online at

Register by phone at 1 866 580-DNCL(3625)

Register via TTY device at 1 888-362-5889

Fax your fax number to 1 888-362-5328

If you are registering by phone or by fax you must call from the telephone number you are registering.

What are the unsolicited telecommunications rules (national dncl rules and the telemarketing rules)?

Delegation of the Commission’s investigative powers with regard to the Unsolicited Telecommunications Rules complaints, Telecom Decision CRTC 2008-6, 28 January 2008

Unsolicited Telecommunications Rules framework and the National Do Not Call List, Telecom Decision CRTC 2007-48, 3 July 2008


I do not have broadband Internet access. Does VoiceCool provide this service?

Voicecool does not provide Internet access services. However, if you don’t have broadband Internet access you can subscribe to affordable and innovative DSL packages offered by our partner Internet Service Providers – Pathway Communications. You may call 416-214-6363 or see their plans.

Can I use VoiceCool without Internet access?

Internet access is a requirement for all VoIP services. VoiceCool is based on the VoIP technology which uses the Internet network to allow users make telephone calls. It transmits the voice communication through IP packets, in the Internet environment.

What kind of equipment and services do I need?

You will need an Internet connection and a subscription to one of our VoiceCool plans. You will be provided with an Analog Telephone Adapter (ATA) to connect to your existing telephone, or you can install an IP Phone (Softphone will require a PC). IP Phones will not be provided by us.

How much money would I save from using VoiceCool’s VoIP services?

By using VoiceCool’s VoIP services, you can significantly reduce the phone and long distance costs of your existing phone bill. The amount of money saved will vary on the service you subscribe to. Check out how we compare to the competition, here.

How is VoiceCool different from other VoIP providers?

With VoiceCool you receive savings on your phone bill and international rates that are among the best in the city. Included with each VoiceCool plan is a host of useful features that other VoIP providers may charge extra for. In addition, when you subscribe to VoiceCool, you can be assured that you receive exceptional quality and excellent customer service. Our world-class infrastructure and trusted suppliers provide a service that is unmatched by others.