W elco me [www.cogeco.ca]

Welcome
Welcome
Thank you for choosing Cogeco High Speed Internet.
Welcome to the endless range of possibilities available to you with your new
High Speed Internet service. When it comes to speed, you simply couldn’t have
made a better choice – at speeds of up to 16Mbps, we offer the fastest Internet
packages available.
This means you’ll be able to make the most of your time online downloading music,
sending Email, gaming and everything else you like to do. All while enjoying instant
connectivity and unlimited access time without tying up your phone line.
By now, a Cogeco technician has installed your High Speed Internet. This brochure
will show you how to get started, including how to install security features. If you
have subscribed to High Speed Internet Standard or Pro an industry leading suite of
security services powered by F-Secure is included with your subscription (High
Speed Internet Lite subscribers can purchase the service online at cogeco.ca). To
protect your computer, it’s recommended that you install your security features
immediately.
This brochure will also show you how to take advantage of various package features,
provide you with troubleshooting tips and give you answers to some common
questions you may have. We suggest you keep it nearby your computer for future
reference. You can also visit our Web site at cogeco.ca to find more information
about Cogeco High Speed Internet, including customer FAQ’s and Technical Support.
Your experience with Cogeco High Speed Internet should be as easy and enjoyable
as possible. If you ever need any assistance, you can always reach one of our
Technical Support Specialists 24 hours a day, 7 days a week at 1-866-774-8888.
Enjoy your High Speed journey.
Sincerely,
Ron A. Perrotta
Vice President, Marketing
Table of Contents
Getting Started
2
Setting Up Your Email
2
my.cogeco.ca
3
Accessing Webmail
3
Using Selfcare Online Services
5
Installing Your Free F-Secure Software
6
Security Tips
6
Cogeco Security Services Overview
7
Online Billing
9
Cogeco High Speed Packages
10
You’ve Got Questions. We’ve Got Answers
12
Complete Your Connection
18
Getting Started
Before starting your High Speed adventure, you need to follow a few quick steps
to set up your Email address and security features.
Setting up your Email.
You were provided with your primary Email address and password when your
High Speed Internet was installed. This is where you can keep a record of this
information and any other Email addresses you set up. Note that your user
name is identical to your Email address.
Your Email information:
Primary Address
1:
password:
Additional Addresses
2:
password:
3:
password:
4:
password:
5:
password:
6:
password:
7:
password:
The first thing you need to do is set up your Email address using the Email software
already installed on your computer (example: Outlook Express or Netscape Mail).
Simply go to cogeco.ca and:
1. Click on Customer Support.
2. Click on Internet Support.
3. Click on Setting Your Email.
4. Choose the User Guide corresponding to your Email service.
5. Follow the step-by-step instructions on how to set your Email address.
Once you’ve completed these steps, you’ll be ready to send and receive Email.
2
my.cogeco.ca – Your Cogeco homepage.
With the my.cogeco.ca homepage you have quick and easy access to our Webmail
service and customer Selfcare. The homepage is a secure Web platform from which
you can access your Cogeco Email accounts anywhere in the world. Your homepage
gives you access to premium content and customer information that’s important to
you. Customize your homepage with content such as sports, entertainment news,
finances, TV listings and much more.
Webmail – access your Email account anywhere.
Cogeco Webmail is a FREE service for all Cogeco High Speed Internet customers
that allows you to use your Email account on any computer with access to the
Internet, so you’re not restricted to only reading and writing Email from your home.
To access Webmail, simply:
1. Launch your Web browser.
2. Enter this address: my.cogeco.ca
3. Click on the Webmail tab in the upper right-hand corner of the screen.
4. Enter your Email address ([email protected]) and password.
5. Click GO!
Best of all, unlike other Email providers, our Webmail service is fully supported
by your Cogeco Technical Support staff.
3
4
Getting Started
Using Selfcare Online Services.
Your personal Selfcare Online Services is where you go to review User Guides
with step-by-step instructions on how to:
s#REATESECONDARY%MAILACCOUNTSUPTOSIX
s#HANGEYOUR%MAILPASSWORD
s$ELETEAN%MAILACCOUNT
To access Selfcare, go to my.cogeco.ca and click on the Selfcare button. You will need
to enter your primary Email address and password to login.
Need assistance?
One of our Technical Support Specialists can help you at 1-866-774-8888.
5
Make sure you’re safe before you surf
Protect your computer with Cogeco Security Services.
Before you go online, it’s essential that you protect your computer from viruses and
other threats with an Internet security service. If you’re a High Speed Internet
Standard or Pro subscriber, Cogeco provides you with a FREE comprehensive security
suite powered by F-Secure, a leader in worldwide computer protection. And now,
F-Secure is compatible with Windows Vista.
F-Secure protects your computer on all fronts, utilizing Antivirus, Antispam, Firewall,
Enhanced Parental Control and Antispyware. All you need to do is install it.
Installing Cogeco Security Services.
1. Prevent software conflicts by uninstalling any previous Antivirus software already
installed on your computer. (Important: previously installed Security Services
will cause a conflict with Cogeco Security Services).
2. Go to cogeco.ca/security to scan and remove any viruses on your computer
before installing Cogeco Security Services. You’ll find the Start Virus Scanner
link in the upper right-hand corner of the page.
3. Click on the Download Now! link on cogeco.ca/security.
4. Login with your primary Cogeco Email address and password, then follow the
on-screen instructions.
5. Now your computer is secure. If Cogeco Security Services were installed successfully, you’ll see the Cogeco Security Services icon in the bottom right-hand corner
of your screen.
Security Tips
s0REVENTCOMPUTERINFECTIONBYDOINGAFULLVIRUSSCANONEVERY
file you download
s-AKEYOURPASSWORDSHARDERTOCRACKBYUSINGACOMBINATION
of both numbers and letters
s0ROTECTYOURCOMPUTERBYMAKINGSUREYOUHAVETHELATESTCRITICALUPDATES
by turning on Automatic Update for your operating system. Check the help
section of your operating system for instructions on how to setup
Automatic Updates
s.EVERSUBMITYOURCREDITCARDNUMBERONLINEWITHOUTMAKINGSUREYOUR
connection is secure. In Internet Explorer, a small lock will appear in the
bottom right hand corner of your window
6
Enjoy state-of-the-art Online Protection with COGECO Security
Services.
Antivirus: Safeguard yourself against viruses, worms and Trojan horses. You’ll be able
to open email attachments, download music and movies and so much more without
fear of infection.
Personal Firewall: By automatically monitoring Internet traffic entering and
leaving your PC, you can prevent hackers from accessing your personal files,
passwords, credit card and confidential information.
Antispam: Protects your inbox from Spam by filtering all incoming Email and placing
suspicious Email into a separate folder where they can be reviewed and deleted.
Enhanced Parental Control: Unfortunately, not everything on the web is well
suited for your children. Ensure their safety by blocking them from inappropriate sites
and even messenger programs.
Antispyware: Prevent third parties and others from placing programs on your PC
that may monitor your keystroke activity or track sensitive pesonal information.
Cogeco Security Services never need renewing and automatically
updates hourly to make sure your computer is always secure from the
latest threats.
Visit cogeco.ca/security for all the latest security updates and tips.
We’re watching out for
your online safety.
7
8
Pay your Cogeco bill online
Paying your monthly statement is fast and easy with Cogeco’s online billing
and payment service. And with Verisign certification, you can be sure your
payment is always secure.
Billing made easy.
With online billing you can:
s6IEWYOURACCOUNTBALANCE
s-AKEAPAYMENTTOYOUR#OGECO!CCOUNT
s#HECKORPAYYOURACCOUNTANYTIME
s#HANGEYOURPAYMENTMETHODORBILLINGADDRESS
s5PDATEYOUR5SER0ROlLE
Enjoy the convenience of being able to manage your account anytime.
Visit cogeco.ca or call 1-888-511-3366 to register now.
9
How
to activate
your digital
receiver
Cogeco
High Speed
Internet
packages
Different speeds for different needs.
Are you going as fast as you’d like? We have three High Speed packages with
different capabilities tailored to different Internet requirements: Lite, Standard and
Pro. If your Internet needs ever change, you can easily switch to one of our other
High Speed Products. For more information call 1-888-511-3366.
High Speed Lite
If you’re an occasional user who likes to send Email to stay in touch with family and
friends, browse the Web, and wants the ability to talk and surf at the same time, then
High Speed Lite is for you. It’s five times faster than dial-up!
High Speed Standard
If the Internet is more a part of your everyday life or you simply want to have the
fastest connection in its category, then High Speed Standard is for you. Up to 10
-BPSYOUCANGETYOURNEWSSPORTSANDHOMEWORKDONEFASTER$OWNLOADINGlLES
pictures, music and even video is quick and easy.
High Speed Pro
For the online gamer or multi-media buff, there’s High Speed Pro. Up to 16 Mbps,
it’s great for home offices or heavy Internet users who upload and download large
files regularly. You can stream smooth video and music with ease. It’s an online
multi-tasker’s dream with speed twice as fast as the best service the phone company
can offer.
10
With each High Speed Internet package, you get great value:
Feature
High Speed
Lite
High Speed
Standard
High Speed
Pro
Speed Download
Speed Upload
Up To 640 Kbps
Up To 10 Mbps
Up To 16 Mbps
Up To 150 Kbps
Up To 640 Kbps
Up To 1 Mbps
Always on
Always on
Always on
No second phone
line needed
No second phone
line needed
No second phone
line needed
Talk on the phone at
the same time
Talk on the phone at
the same time
Talk on the phone at
the same time
Bit-Cap Upload
and Download
10 GByte
Combined
60 GByte
Combined
100 GByte
Combined
Email Address
5
7
7
Email space
Per Email Address
100 MByte
100 MByte
100 MByte
Personal Web space
No
10 MByte
Per Email Address
10 MByte
Per Email Address
Technical Support
24/7 Customer
support
24/7 Customer
support
24/7 Customer
support
SimpleHome
Networking
Yes
Yes
Yes
Security Services
2$/month
FREE
FREE
Wi-Fi access*
FREE
FREE
FREE
Access
Packages and features may change at anytime without notice. Visit cogeco.ca for the latest package specifications.
*NOTE: Please visit Cogeco.ca/wifi for more information.
Test your speed!
To see just how fast your High Speed Internet is, go to http://speedtest.cogeco.net
Why is Cable faster?
Cogeco’s hybrid network, composed of fibre optics and coaxial cable,
is “wider” than a phone line. That extra width means more information
can be transferred quicker.
11
You’ve Got Questions. We’ve Got Answers.
Configuration
Q: Can I hook up more than one computer to my Internet connection?
A: Customers who subscribe to our High Speed Internet Standard and Pro packages
can connect up to three computers on a home network. Our cable modems are
automatically configured under these packages to provide IP addresses to the
additional computers. All you need to do is purchase a network hub or router, the
cabling, and connect all the computers and devices together. Please note that the
COGECO Customer Contact Centre does not provide support for setting up
home networks.
Q: Which username and password do I have to enter to
access the servers?
A: The only time that users of our cable Internet service have to enter their
username and password is when they check their Email or upload Web pages.
However, most Email software programs let you save these values on setup. This
way you don’t have to enter them every time you want to check for new mail.
Your username for Email is your full Email address.
12
Email
Q: What are COGECO’s incoming and outgoing mail servers?
A: COGECO’s incoming mail server is pop.cogeco.ca COGECO’s outgoing mail
server is smtp.cogeco.ca You must type in the server names in lowercase letters.
For more information on how to set up your Email program, see page 2.
Q: How much storage space do I have with my Email accounts?
A: Cogeco Email allows for 100 MB of storage per Email account.
Q: I have forgotten my password. What should I do?
A: COGECO can assist you only with passwords that have been set up on our
servers. If you have forgotten the password for your main Email address, you must
contact COGECO (see contact information at the back of the guide). If you have
forgotten the password for secondary addresses, you can assign a new one by
logging on our Web site and assigning a new one. Passwords for Windows,
screen savers, and software profiles are built into the software and cannot be
accessed or changed by our technical support.
Q: Which Email software can I use?
A: You can use any Email software with our High Speed Internet service. However,
it is your responsibility to set up the profiles in your Email software. COGECO
Technical Support offers assistance only in setting up Microsoft Outlook Express.
Webmail
Q: What is Webmail?
A: Webmail is free with all Cogeco High Speed Internet packages. This service
allows you to access your Cogeco Email account through any computer
connected to the Internet. Send and receive your Cogeco Email from work or
while at a friend’s – plus it’s fully supported by our Cogeco Technical Staff.
13
You’ve Got Questions. We’ve Got Answers.
Q: How do I access the Cogeco Webmail service?
A: You can access your Email through our Webmail service simply by connecting
to my.cogeco.ca and accessing the Webmail button. You will be required to enter
your Email address and password in order to access your Email account. Your
my.cogeco.ca homepage is available on any computer connected to the Internet
in the world.
Q: How can I organize my Email in Webmail?
A: Using the Advanced mode of Webmail allows you to create and use folders to
organize your Email. Once you have moved an Email to a folder, you can still
download it to a PC by forwarding the Email to yourself.
Web pages
Q: How do I create a Web page?
A: There are many ways to create a Web page, and several programs available to do
this. We recommend going to one of the major search engines and doing a search
for HTML basics. The first step is to actually create your Web page. You simply
create an HTML document on your computer using any HTML program. After you
14
have created your Web page(s) on your computer, you need to upload them to
COGECO’s server for everyone to be able to access and view your page(s).
Q: How do I upload my Web pages to my Web space?
A: In order to upload your Web pages to your Web space, you will need an FTP
program. There are several FTP programs available on the Internet. We suggest
going to a free software site such as www.tucows.com to obtain one.
Q: Which program should I use to upload my Web pages?
A: There are several FTP programs available, and COGECO does not require you
to use any particular one. We suggest going to a free software site such as
www.tucows.com and trying a few until you find one that you are comfortable with.
Security
Q: Are there any safety precautions I can take while surfing?
A: When connected to the Internet – whether via cable or telephone service –
it is advisable to take the following precautions to further protect yourself, your
equipment, software and files: 1) Turn off file/printing sharing; 2) If you have a
home network, use a Firewall for security; 3) Make sure you have the latest virus
DElNITIONSFORYOUR!NTI6IRUSSOFTWARE$ONOTACCEPT!.9lLESEITHERlLES
downloaded from the Internet or Email attachments) without virus scanning them
first – even if they come from a trusted source. (Senders may not be aware of
an embedded virus, or someone else could be using their address).
Q: What security measures has COGECO taken?
A: COGECO High Speed Internet advanced cable modems do not permit
certain traffic types that can pose a potential risk, such as NetBEUI and
IPX/SPX protocols. These are typically used in an office network situation
where sharing devices like printers is important. These types of traffic cannot
pass through the COGECO High Speed Internet network or modems. This
severely impedes the ability of individuals with malicious intent to invade a
customer’s privacy. However, there are basic precautions that everyone should
take when using any Internet service.
15
16
You’ve Got Questions. We’ve Got Answers.
Troubleshooting
Q: I can’t connect to a Web site. What is causing this?
A: Web sites exist all over the world and are hosted on different servers. If a
server is not available, no one will be able to visit any sites on that server.
COGECO has no control over other servers on the Internet.
Q: I can’t receive any Email. Why is this happening?
A: You must have the correct server name specified to receive Email. COGECO’s
incoming mail server is pop.cogeco.ca. Also, be sure to specify your whole Email
address as the username, including the @cogeco.ca part of the address.
Q: My Internet connection is slow, what is causing this?
A: How quickly you receive information depends on how fast the server you
are connecting to is responding. For example, if yahoo.com is slow, the
Web page will be slow for anyone connecting to it. You may receive a faster
response if you use a proxy server. It is also a good idea to periodically
clear the cache in your browser.
Q: Does the Internet speed depend on how many people
share the cable line?
A: COGECO works diligently to ensure that our connection points are balanced in
terms of usage. Our High Speed Internet network is constantly being optimized to
ensure that you are getting the speed you need 24 hours a day, 7 days per week.
Keep in mind that performance is subject to routing on the Internet, speed of the
host server you are visiting and traffic load on the host server. In other words, you
are only as fast as the site you are connecting to.
Q: I can’t see the Web page I uploaded. What can cause this?
A: Remember that in order to view your Web page, you must go to the URL
« home.cogeco.ca/~username » where username is the first part of your
Email address.
17
Complete Your Connection
Cogeco High Speed Internet.
You’ve signed up for Cogeco High Speed Internet and are getting the
fastest internet service available for your online needs. But you can
ALSOGETTHEBEST46AND$IGITAL0HONESERVICESAVAILABLEANDBENElT
from great bundle savings on your bill every month. With a Cogeco
Complete Connection you get a great price, no hidden charges and
the best services. Plus, you get it all on one bill from a supplier you trust.
Cogeco Cable TV.
!LONGWITH#LASSIC#ABLE!NALOGUE#OGECOOFFERS$IGITAL#ABLE
services that give you more choice and control over your TV
experience than ever before.
You can take advantage of:
s%XCLUSIVEACCESSTO#OGECOON$EMAND1– something you simply can’t
get with satellite
s/VERCHANNELSOFAMAZINGPROGRAMMINGAVAILABLE
s!CCESSTO6IDEO/N$EMANDAND0AY0ER6IEWMOVIESAND content
s9OURFAVOURITEPROGRAMMINGIN(IGH$ElNITION
s4HEABILITYTOPAUSEREWINDANDREPLAYLIVE46WITHA$IGITAL6IDEO2ECORDER$62
s)NTERACTIVEONSCREENPROGRAMGUIDEnCONTROLWHATYOUWATCH
18
Cogeco Digital Phone.
What makes Cogeco Digital Phone2 different is that it’s an
all-inclusive service for one low flat monthly rate with no hidden
fees - so you never have to worry about surprises on your bill. It’s
the easy, affordable way to stay connected to those closest to you.
Get more out of your Phone service.
s-ORESAVINGSEVERYMONTHWHENCOMPAREDTOTRADITIONALPHONEPROVIDERS
s-OREFREEDOMANDmEXIBILITYWITHUNLIMITEDCALLSTOANYONEANYTIMEANYWHEREIN
Canada and the continental US3
sKEYCALLINGFEATURESINCLUDEDATNOEXTRACOST6OICE-AIL#ALL7AITING6ISUAL
Call Waiting, Call Display and Call Forwarding)
s+EEPYOURSAMEPHONENUMBERPHONESANDJACKS
s&2%%PROFESSIONALINSTALLATIONATNOEXTRACHARGE4
9OULLALSOGET$IRECTORY!SSISTANCE/PERATOR3ERVICES%MERGENCY3ERVICE
AND4ECHNICAL3UPPORTASPARTOFYOURSERVICE0LUSYOUCANADDASECOND
line which includes all the same great features as your primary line for one low price
every month.
6ISITcogeco.ca/digitalphone to see if our Phone is available in your area.
To find out more information on our latest bundle offers,
go to CompleteConnection.ca.
,EGAL#OGECO/N$EMANDSERVICEISOFFEREDWHERETHETECHNOLOGYISAVAILABLEANDFORCUSTOMERSWHOMEET
THE#OGECO/N$EMANDACCESSREQUIREMENTS2ESIDENTIAL#OGECO$IGITAL0HONEISARESIDENTIALSERVICEAND
must only be used for residential purposes. Business and professional use or any other activity that would
CONTRAVENEORBEINCONSISTENTWITHSUCHNORMALRESIDENTIALUSAGEPATTERNSARENOTALLOWED%XCLUDING(AWAII
AND!LASKA&REEPROFESSIONALINSTALLATIONISINCLUDEDWHENCUSTOMERHASORSUBSCRIBESTO#OGECO(IGH3PEED
)NTERNET!.$/2#ABLE46SERVICES&ORTHESECONDLINETHEINSTALLATIONFEEOFISCHARGEDONLYWHENNOT
INSTALLEDATTHESAMETIMEASTHEPRIMARYLINEANDREQUIRESASECONDVISIT
Call: 1-888-511-3366
Visit: cogeco.ca
SKIO-E-0510-01