Residential How-To

We’re here to give you guides and step-by-step instructions about All West.tv, internet, account services and more.

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Account Services

  • How to pay your All West bill online:

    Please know that customer service representatives, for security reasons, cannot take a credit card payment over the phone. BUT there are a variety of ways to pay your All West bill:

    -Call our secure Bill Pay line at 1-855-875-7164 to pay by debit/credit card. Make sure you have your account number handy.

    -Pay via SmartHub. (Don’t have SmartHub? Click here to log in or sign up)

    -Stop by one of our many offices and pay your bill in person — Monday – Friday 8:30 a.m. – 5:30 p.m.

    -Drop your payment in the payment drop box 24/7. (Drop boxes are located by all office entrances.)

    -Mail your payment to 50 W 100 N, Kamas, Utah 84036-9738.

    -Sign up for eBilling and AutoPay via SmartHub. — Go to “Billing and Payments” > Select “Auto Pay Program” > Click “Sign Up for Auto Pay”

  • How to set up an All West email:

    You can access your All West email directly from the home page of the All West website. Go to the top right under Customer Tools and select WebMail.

    OR

    We fully support connecting to your All West Communications email with the WebMail client option. Please email or call our support if you are having difficulty signing into your WebMail.

  • How to connect your All West email to another WebMail client:

    Here are the steps to connect your email to another WebMail client:

    Apple Mail Exchange Settings

    Outlook Exchange Settings

    Third-Party Mail Programs (clients) and Phone Apps

    The configuration of third-party mail applications like Outlook, Windows Mail, Thunderbird, and mail applications on iOS or Android devices is left to our customers or their preferred IT/help experts. The settings below are universal and should work on any mail client, on any device. A simple Google search should provide results to configure all popular email client programs/apps.

    Choose Between POP and IMAP

    With POP, all messages are downloaded from the server to your computer or Phone. This is not the best option when checking email from multiple devices, as you will only see emails on the device that was originally downloaded to your email. Also, with POP, it is easy to lose your emails if, for instance, you get a new computer, or your hard drive goes bad.

    With IMAP, all your messages remain on our servers until they are deleted, and your trash/deleted items are emptied. This will allow you to see messages on all your devices.

    POP Manual Configuration

    Secured Ports and Protocols

    POP3 Secured

    Incoming: 995 SSL/TLS & STARTTLS

    Outgoing: 587 & 465 SSL /TLS & STARTTLS

    POP3 Unsecured

    Incoming: 110 None

    Outgoing: 25 None

     

    MagicMail – Email Settings Quick Reference (POP)

    Note: If you plan on using more than one device, only use the IMAP Settings.

    Incoming POP3 Server Name: mail.allwest.net

    POP3 Login Username: john.doe@allwest.net or jane.doe@sweetwaterhsa.com (replace john.doe with your e-mail prefix)

    Incoming Mail Port: 995 (selecting encryption method “Use SSL/TLS”)

    POP3 Password: Your e-mail password

    Outgoing SMTP Server Name: mail.allwest.net

    SMTP Authentication Username: john.doe@allwest.net

    (replace john.doe with your e-mail prefix)

    SMTP Outgoing Port: 587 (selecting encryption method “Use SSL” or “STARTTLS”)

    SMTP Password: Your e-mail password

     

    IMAP Manual Configuration

    Secured Ports and Protocols

    IMAP Secured

    Incoming: 993 SSL/TLS & STARTTLS

    Outgoing: 587 & 465 SSL /TLS & STARTTLS

    IMAP Unsecured

    Incoming: 143 None

    Outgoing: 25 None

    MagicMail – Email Settings Quick Reference (IMAP)

    Incoming Mail Server Name: mail.allwest.net

    E-mail Username: john.doe@allwest.net or jane.doe@sweetwaterhsa.com

    (replace john.doe with your e-mail prefix)

    Incoming Mail Port: 993 (selecting encryption method “Use SSL/TLS”)

    Outgoing Mail Server Name: mail.allwest.net

    Outgoing Mail Server Username: john.doe@allwest.net (replace john.doe with your e-mail prefix)

    SMTP Outgoing Port: 587 (selecting encryption method “Use SSL” or “STARTTLS”)

     

    Auto-Configuration

    Many mail clients will work with All West’s auto-configurations. This means that you only need to input your login information into the client and the mail client should automatically configure all settings. There are instances in which auto-configuration fails and manual configuration is required.

    If you have any problems, please contact us at 866.ALL.WEST or chat live with us.

    If you have any problems, please contact us at 866.ALL.WEST or chat live with us

  • How to reconnect my service(s):

    Non-pay disconnect:

    If you’re disconnected for non-pay, call us at 866.255.9378 to speak with one of our customer service representatives.

    If you pay the total amount owed, you won’t be charged a reconnect fee. If you pay the past due amount owed, a reconnect fee will be applied to your account.

     

    Vacation reconnect:

    If you need to turn your services back on, please give us a call at 866.255.9378 to speak with one of our customer service representatives.

    Your services should be back on by the end of that same day.

  • How to change the name on my account:

    You will need to complete an application to change the name on your account. If a new person will be establishing service, a deposit of credit letter will be required along with the application. A name change due to marriage, divorce, or court order, requires a copy of the appropriate document. ​

  • How to transfer my service if I'm moving:

    Please notify All West at least two weeks before your move so that we can accommodate your moving date request. You can call us at 866-ALL-WEST (255-9378) email us at help@allwest.com or click here for more contact options.

All West.tv

  • How to set up the Fire TV remote on your smartphone:

    To use your smartphone as your Fire TV remote, follow these instructions:

    1. Go to the app store on your smartphone. (Google Play Store for Android; Apple App Store for Apple.)
    2. In the search bar, type “Amazon Fire TV” and install the app.
    3. Open the app and select sign in, and then tap New Devices.
    4. Connect to your Fire TV Stick when it shows up in the list.

    You can now use your smartphone as a Fire TV remote!

  • How to install All West.tv on Amazon Fire Stick, Android TV, and Apple TV:
  • How to set up Parental Controls:

    Parental controls enable you to restrict mature content.

    When parental controls are enabled, users will need to enter a PIN to play any content with a parental guidance rating of TV-MA, R, NC-17 or NR regardless of the profile or device. (All devices associated with the account will be affected by the PIN protection.)

    To set up a PIN:

    1. On the home screen, choose your Profile icon (next to Movies)
    2. Click the Settings icon (the cogwheel at the top right)
    3. Choose Parental Controls
    4. Turn “Restrict Mature Content” ON
    5. Enter personal 4-digit pin under “Create Your New Pin”

    If you have forgotten your PIN, please contact Customer Service at 866.255.9378 for assistance.

  • How to install the All West.tv (Koan Box) remote:

    TV IR Code Entry

    The remote control can be manually programmed with a TV IR code which will allow you to control both the box and the TV functions.

    To program this code, use the following sequence:

    1. Press and hold the <Set> button (at the bottom left) for 3 seconds, until the LED light (at top) turns green.
    2. Enter a 5-digit code sequence, always starting with a <1>. You can find the 5-digit codes here.

    Successful completion is signaled by 2 green blinks. When an incorrect code is entered, the LED will be red for 2 seconds.

     

    Set Volume Control to TV

    Once you have entered a valid TV IR code, follow these instructions to allow the remote to control your TV volume:

    1. Press and hold the <Set> button for 3 seconds, until the LED light turns green.
    2. Press the VOL (volume) up button.

    Successful completion is signaled by 2 green blinks.

     

    IR Reset (This is helpful if the All West.tv app disappears.)

    The configured TV IR codes can be reset to their factory default using the following sequence:

    1. Press and hold the <Set> for 3 seconds, until the LED light turns green.
    2. Press <9> <8> <6>.

    Successful completion is signaled by 2 green blinks.

     

    Factory Reset (This is helpful if you purchase a new TV.)

    At any time, the remote control can be returned to the factory reset state using the following sequence:

    1. Press and hold the <Set> button for 3 seconds, until the LED light turns green.
    2. Press <9> <8> <1>.

    Successful completion is signaled by 2 green blinks.

  • How to install the All West.tv (Koan) box:

    These are the steps to install the All West.tv box:

    1. Remove the set-top box, power cord and HDMI cable from the box.
    2. Place batteries in the set-top box remote by rotating the remote so the top edge is facing toward you and the back is facing up. Apply pressure on the middle and push up to remove the back.
    3. Plug the HDMI cable into the set-top box, then plug it into the TV.
    4. Plug the power cable into the set-top box, then plug it into an outlet.
    5. Turn on your TV. Use TV remote to change your TV’s input in the HDMI input.
    6. If All West.tv appears at this point, log in with your Username and Password provided by All West during initial set-up, and begin viewing!
    7. If you have an Android device – you can set up your All West.tv account with your Android account. If you don’t have an Android account, just press “Skip”.
    8. Select your home’s Wi-Fi.
    9. “Make the Most of Your TV” will appear. Sign in to make the desired personal preferences or hit “Skip”.
    10. If you haven’t signed in with your Android account – it will you ask to sign in with your Google Gmail account. (You can also sign in with your Amazon account.)
    11. Read the Terms of Service and hit “Accept”.
    12. The next few steps allow you to select what is appropriate for your household. (Choose “Yes” or “No” to continue.)
    13. Create a name for your set-top box.
    14. “Get Started with Apps” will appear. Choose “Install All the Following Apps”. Hit “Continue”.
    15. After reading about the Android features and making your selections, the All West.tv app will open automatically to the login page. *
    16. Login with your Username and Password to begin viewing.

    *If this page does not appear, please contact Customer Support at 866.255.9378.

  • How to find out how many Cloud DVR hours are left:

    Steps:

    1. Choose the Profile icon at the bottom of the TV screen (between the Movies and Search icons).
    2. This will bring you to “Recordings.”
    3. In the upper right is the number of hours used / total hours available.
    4. The difference between the two is how many hours you have left.
  • How to record a movie or TV show:

    Steps:

    1. Go to the Guide via your remote’s Guide button or toggling to the Guide option at the bottom of the TV screen.
    2. Choose the show you want to record — a screen detailing the show with a Record button will appear.
    3. Click the Record button — you will see a Recording Set confirmation.

    Watch this video to be guided step by step

  • How to delete a recorded TV show or movie:

    Steps:

    1. Choose the Profile icon at the bottom of the TV screen (between the Movies and Search icons).
    2. Choose Recorded.
    3. Choose the show/movie you want to delete.
    4. Choose Delete.
    5. “Delete recording?” will pop up. Choose Yes.
    6. “Recording deleted” confirmation will appear, and show/movie will no longer appear in the listing.

    Watch this video to be guided step by step

  • How to play a show or movie from the beginning:

    Steps:

    1. In the Guide, choose a show or movie you want to watch — Information for that show/movie will appear.
    2. Choose Play.
    3. “Play from the beginning?” will appear. Choose Yes. *
    4. You can now pause, rewind, and fast forward the movie. (Once you’ve caught up to the live stream, you can no longer fast forward.)

    *Not all shows and movies offer the restart function.

  • How to search for a movie or TV show:

    Steps:

    1. Choose the Search icon at the bottom right of the TV screen.
    2. Use the remote’s voice function, if available, OR type in the movie, show, actor, channel name or number you want via the on-screen keyboard.
    3. Selections will begin to appear above the keyboard — both titles and thumbnails.
    4. Choose a title or thumbnail by scrolling up and left or right — and clicking on your desired choice.
    5. If the selection is available, choose Play.
    6. If the selection is not yet available, you have the option to Record. (“Recording Set” confirmation will appear.)
  • How to create a new profile on All West.tv:

    Steps:

    1. Click on the Profile icon at the bottom of the TV screen between Movies and the Search (magnifying glass) icon.
    2. Click on the Settings (cog wheel) icon at the top right of the screen.
    3. Click on Manage Profiles.
    4. Click on Add New Profile.
    5. Enter the New Profile Name using the on-screen keyboard.
    6. If desired, double-click the image to choose a new image.
    7. Save.
  • How to access my recordings:

    To access your recordings:

    1. Choose the Profile icon at the bottom of the TV screen.
    2. Choose Recordings.
  • How to turn on screen reader:

    Android TV (Talkback)

    To turn on Screen Reader:

    1. Go to the home screen via your remote’s home button.
    2. Select Settings. (Top right for Android 8 & 9; lower left for Android 7.)
    3. Under “Preferences,” select Accessibility > Talkback > Enable.

    To change volume and pitch:

    1. Go to the home screen.
    2. Select Settings.
    3. Under “Preferences” select Accessibility > Talkback > Configuration.
    4. Choose from the options listed.

    To use closed captions:

    1. Go to the home screen.
    2. Select Settings.
    3. Under “Preferences” select Accessibility > Captions.
    4. Select the source.
    5. Choose your options.

     

    Fire TV Stick (VoiceView)

    Note: Currently, VoiceView is only available out-of-the-box on Fire TV Stick with Alexa Voice Remote devices. The Fire TV app is not supported. 

    1. Hold down the Back and Menu buttons at the same time for two seconds. (Buttons are in the top row–left and right.)
    2. You will hear “VoiceView Ready” when the feature is enabled and ready to use.
    3. To confirm the setting, press the Play/Pause button on your remote. (Middle button on the bottom row of three small buttons.)
    4. You can skip the tutorial by pressing the Skip/Fast-forward button. (Right button on the bottom row of three small buttons.

     

    Apple TV

    Note: Voice is supported on the following Apple TV Models

    • Apple TV 4K
    • Apple TV (4th generation)
    • Apple TV (2nd or 3rd generation) with software version 4.2 or later

    For Apple TV 4K or HD

    Using Siri:

    1. Hold the Siri Button on Siri Remote.
    2. Say “Turn Voiceover On” or “Turn Voiceover Off”.

    Using Screen:

    1. Go to Settings.
    2. Go to General.
    3. Select Accessibility.
    4. Select Voiceover.
    5. Turn Voiceover turn on or off.

    For Apple TV 3rd Generation

    1. To return to the main menu, press the lower-left button (Menu) repeatedly until you hear a stop sound.
    2. Press Down once.
    3. To highlight Settings, press Right repeatedly until you hear a stop sound. If you changed the layout of the main menu, you might not have Settings here. Use the arrow buttons on your remote to highlight Settings.
    4. Press Select twice.
    5. Press Down repeatedly until you hear a stop sound.
    6. Press Up four times. Accessibility should be highlighted.
    7. Press Select twice. VoiceOver should turn on and begin reading the content on your Apple TV screen.

Phone

  • How to change my long-distance carrier:

    You may change your long-distance carrier at any time by contacting Customer Service and completing the carrier change request form. Carriers other than All West will send you a separate bill for long-distance charges. If changing both interstate (out-of-state) and intrastate (in-state) services, both forms will need to be completed. There will be a charge for each carrier change to any number. There is no charge to initiate All West long-distance.

  • How to change my phone number:

    You may contact us to change your number at any time. Changing your number may incur additional charges on your subsequent bill.

  • How to report suspected spoofing:

    If you receive a call and you suspect caller ID information has been falsified, or you think the rules for protecting the privacy of your telephone number have been violated, you can file a complaint with the FCC.

  • How to access my voice mailbox:

    Steps:

    1. Dial *21 if calling from your home phone.
    2. If requested, enter your password followed by the # key. Your password will be a default of four zeros (0000) until you change it.
    3. Main Menu: Press 1 to retrieve messages, press 2 to send, press 7 for current date and time, or press 9 for mailbox setup.

     

    OR

     

    If you’re calling from a remote phone, dial the number below for your area:

    Park City, Kamas, and Heber areas: 435-783-2020
    Coalville area: 435-336-9090 Evanston area: 307-444-2020
    Randolph area: 435-793-2020 Cokeville area: 307-279-1950
    1. Enter your telephone number.
    2. Follow the same steps 2 and 3 from above to access your mailbox.

SmartHub

  • How do I change my automatic payment info?

    Steps:

    1. Log in to SmartHub.
    2. Choose the “Billing & Payments” tab in the main menu.
    3. Go to “Auto Pay Program.”
    4. Make your changes. Under “Actions” you can update, cancel, or change payment methods.
  • How do I change my stored payment info?

    Steps:

    1. Log in to SmartHub.
    2. Choose the “My Profile” tab in the main menu.
    3. Go to “Manage My Stored Payments Accounts.”
    4. Make your changes.
  • How do I change to paper/paperless bills?

    Steps:

    1. Log in to SmartHub.
    2. Choose the “My Profile” tab in the main menu.
    3. Go to “Update My Paperless Settings”
    4. Make your changes.
  • How to set up a SmartHub account:

    Watch this video.

  • How to sign up for email and text notifications:

    Watch this video.

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