1 WELCOME TO VERIZON HIGH SPEED INTERNET. For a better online experience, start here today.
2 Congratulations on choosing Verizon High Speed Internet the best value in broadband. First of all, be sure to retain the shipping label from your shipment box and/or the order confirmation . Each has the Order Number that you will need to activate your account. (See page 6.) In this guide, you ll find everything you need to set up and enjoy your new Internet service. STEP 1: Equipment Setup & Installation. Learn what s in the box and how to hook it all up. STEP 2: Activation & Registration. After your Service Ready Date (the day your High Speed Internet will be turned on), it s time to activate your High Speed Internet service. We ll tell you how. STEP 3: , Networking, Support & More. Find out how easy it is to set up and use , network at home and away, access your account, get help and more.
3 STEP 1: Equipment Setup & Installation YOUR GUIDE TO INSTALLING AND USING VERIZON HIGH SPEED INTERNET.
4 In this section, we ll walk you through the process for equipment setup and installation. It s quick. It s easy. And it s the beginning of a new and exciting online experience. Installation is the important first step to connecting with Verizon High Speed Internet. Since we ll need some time to optimize your Internet connection after you ve installed your equipment, the sooner you install, the sooner you can get moving.
5 STEP 1: Equipment Setup & Installation IMPORTANT: Once you ve installed all your equipment, please leave the modem on at all times even before your service is turned on to ensure Verizon can optimize your Internet connection. To verify your Service Ready Date, please go to myverizon.com/whatsnext. Need help? Feel free to call our technical support specialists 24/7 at: VERIZON. We re always here to make sure your online experience is the best it can be. 1
6 What s in the box Your Verizon High Speed Internet is easy to install. In this package, you ll find only one of the two devices below. Identify your modem or router, then check to make sure you have the additional pieces shown. Verizon Wired Modem Verizon Wireless Gateway Router Style/model may vary. Style/model may vary.
7 Modem Power Supply Wall Mount Filter Phone Line Filter 2-for-1 Adapter (Optional: You must request this with your initial order.) Ethernet Cable Phone Line 2
8 Before you begin Remember your Service Ready Date. If you currently have Internet through your telephone line, please DO NOT install Verizon equipment until your Service Ready Date. If you have an Internet connection through any means other than your telephone line, follow the instructions in this section: Install the filters. Filters improve your connection to Verizon High Speed Internet. Plug a filter into every in-use phone jack. (See the picture below.) Without filters, you will experience reduced speeds as well as static or hissing on the telephone line. Important: Do not use a filter on the modem.
9 Examples of devices that require filters: All phones (corded & cordless) Dial-up modem (if still in use) Answering machines Emergency medical devices Fax machines Caller ID units Satellite receivers Security systems Note: Filters are only required if you have landline telephone service. If you need more, you can order additional filters at: verizon.com/hsiaccessories. Phone Line Filter Phone Jack 3
10 Getting started What kind of phone do you have? Phone Line If it s a wall phone: 1 Connect the phone to the wall mount filter. (If you didn t request a wall mount filter, temporarily use the phone line filter supplied, and visit verizon.com/hsiaccessories to order a wall mount filter.) 2 Connect the filter to the phone jack. Wall Phone and Phone Cord Optional Wall Mount Filter Phone Jack 1 2
11 If it s a desk phone: Phone Line Filter 3 4 Connect the phone to the filter. Connect the filter to the phone jack. (Please pay attention to the order in which you connect: the phone line filter should be the last piece plugged into the phone jack.) Desk Phone and Phone Line Phone Line Filter Phone Jack 3 4 Plug a filter into every in-use phone jack. 4
12 Take the next step Put it all together: Phone Line 5 Connect one end of the phone line to the modem. Then connect the other end of the phone line to the 2-for-1 adapter. (Important: Do not put a filter on the phone line connected to the modem.) Modem (Front of modem) 6 Connect the phone line from your phone to the phone filter, and the filter to the 2-for-1 adapter. 7 Insert the 2-for-1 adapter into your phone jack. 8 Plug the modem into the power outlet. Turn on the modem using the on/off button (on the back of the modem). 5 8 Modem Power Cord > Power Outlet (Back of modem)
13 Don t put a filter between the modem and phone jack. 5 2-for-1 Adapter 6 7 Desk Phone If you have more than one phone jack available, you don t need the 2-for-1 adapter. 5
14 Take the next step Quick checklist: q The modem is ON (please keep it on at all times). If you choose to turn it off, wait at least 30 days after activation to ensure line is optimized. q Have you installed filters on ALL phone devices, including fax machines, answering machines, Caller ID units and satellite receivers? q Make sure you do NOT have a filter between your phone jack and modem. The filter will prevent an Internet connection. q Check your modem is NOT connected to your PC. q Save the shipment box. The Order Number is on the shipping label. You will need this number for activation on the next page.
15 Service date reminder Stop! MY SERVICE READY DATE IS: (can be anytime between 1pm and 9pm, ET) MY ORDER NUMBER IS: IMPORTANT: Once you ve installed your equipment, we ll need some time to optimize your phone lines. Your Internet will not be ready for use until your Service Ready Date provided by Verizon. The Service Ready Date is the day your high speed Internet will be turned on. Please go to myverizon.com/whatsnext to verify your Service Ready Date. Then enter it here as a reminder. You will be notified by or phone when your service is ready. Please note: Only after the Service Ready Date can you connect the modem and begin the activation process. (on your shipping label and the confirmation ) Turn the page to get started. 6
16 Plug the modem into your computer on your Service Ready Date Ethernet Plug Make the connection. 9 If you still have Internet equipment connected from another provider, remove that equipment now. Remove the old hardware, cables and cords from the wall and your computer. Disconnect the old modem from your computer. 10 Connect one end of the Ethernet cable to the Ethernet port of your computer. 11 Connect the other end of the Ethernet cable to the Ethernet port on the back of the modem. The light on your modem labeled Internet should be solid GREEN. Desktop Computer 10 Laptop Computer 10
17 (Back of modem) 11 Modem > Ethernet Cable > Computer (Front of modem) Modem Desk Phone 7
18 STEP 2: Account Setup & Activation After the Service Ready Date and once you ve connected the modem to your computer: 1. Open Internet Explorer. Mac users open Safari. If you are not automatically redirected, go to the address bar and type: activatemyhsi.verizon.net. 2. Register your account and accept the Terms of Service agreement. 3. During Registration, your User ID and Password will be created to enable access. 4. Configure your Verizon High Speed Internet account. 5. Download the software to activate your Internet connection and any additional products you purchased.
19 STEP 2: Activation & Registration 8
20 Troubleshooting during equipment installation Problem: The high speed Internet light on your modem is blinking. Verify that your phone jack is working: Plug a telephone into the jack to see if there s a dial tone. Make sure you didn t put a filter on the modem. Make sure you re using the phone line provided, or one similar in length. The phone line must be 15 feet or shorter. Ensure that all old Internet equipment is removed. Problem: Static or hissing on the phone line. Make sure each phone line in use has a filter attached, and the filter isn t damaged. Make sure you do NOT have a filter between your phone jack and modem. The filter prevents an Internet connection. Problem: All the lights on your modem are solid (not blinking) but you can t connect to the Internet. Turn the computer off and on again. Make sure you registered the account. If you have not registered, go to activatemyhsi.verizon.net. Verify that your Ethernet cable is connected properly: You must connect one end of the Ethernet cable to your modem s Ethernet port and the other end to your computer s Ethernet port.
21 Other questions you may have: Do you have a wireless router? If so, see the Support/Home Networking section at verizon.com/hsigetconnected. Need more filters? You can order more filters, a wall filter and many other high speed Internet products at verizon.com/hsiaccessories. Want to make sure your router is secure? To learn more about your Wireless Security, visit support.verizon.com. Click Internet > Home Networking > Wireless Home Network Security. Still need help? Visit us online at verizon.com/help. Or Residential Customers, call us at VERIZON. 9
22 STEP 3: , Networking, Support & More Before you continue: q Have you installed your equipment? q Has your Service Ready Date arrived? q Have you activated and registered your service? If you answered YES to all of the above questions, then you are ready to move on. If you answered NO to any of the above questions: Return to Steps 1 or 2 to complete your setup and activation. If you need help, visit us at verizon.com/support.
23 10 STEP 3: , Networking, Support & More
24 Getting started in How do I set up my main account? Before you set up , make sure you registered first at activatemyhsi.verizon.net. You should have set up your primary account during the registration portion of your service installation. You ll need your username and password to log in and access your at myverizon.com. Create additional accounts. To create additional accounts, you ll need to set up Sub-Accounts. A Sub-Account is a secondary account associated with your main Verizon High Speed Internet account. Each Sub-Account has its address with a unique username and password. With 8 Sub-Accounts, everyone in your family can have their own private address and inbox, and you can keep your personal and business separate with different addresses.
25 How do I set up a Sub-Account? 1. Go to myverizon.com. 2. Select My Account. 3. Select Create New Sub-Account. If you use Microsoft Outlook Express: 1. Go to My Account. 2. Use the Set Up Sub-Accounts tool. 3. Create Identities within Outlook Express. 11 Networking Account Access Support Q & A
26 Move your address book for free. Time is of the essence! As you switch to Verizon High Speed Internet, you will want to move all your contacts from your last provider into your new account. Verizon, through TrueSwitch SM, offers you a free and easy way to copy and contacts from your old account to your new verizon.net account. TrueSwitch is the leader in switching solutions. Visit trueswitch.com/verizon as soon as you create your new address, as your address book could be lost when your old account is deactivated by your previous provider. More about your account. Your Verizon High Speed Internet comes with the ability to have nine addresses, unlimited retention and an amazing amount of storage. The following sections will let you take advantage of it all.
27 Total Accounts. 9 Accounts: 1 Primary and up to 8 Sub-Accounts. Storage. 2 GB storage capacity is given to the Primary/Parent Account and 250 MB storage for each additional Sub-Account, a total of 4 GB of storage capacity. Retention. Unlimited within your maximum storage.* Get your from anywhere. You have four ways to access your Verizon messages: 1. Message Center: myverizon.com. 2. PC Software. Popular applications like Outlook Express and Thunderbird. 3. Verizon Wireless Mobile Phone. Use the Get It Now SM Mobile application. 4. Other Internet-enabled mobile phones. *Unlimited storage applies to marked as read up to the maximum storage quota. 12 Networking Account Access Support Q & A
28 Using Verizon Message Center. You can use Internet Message Center to check your messages at home or from any Internetconnected PC (just visit myverizon.com). 1. My Folders Create folders to help organize your View all your in detail. 3. Contacts Keep addresses in one place for easy reference. 4. Settings Personalize your mailbox by using Add Signature, Display, Blocked Senders and more. 5. Compose Write and send new Sort Your Inbox Click on designated icons to sort by sender, date, subject and more. 7. Search Search for specific messages by typing in a keyword.
29 Click on Sender to view your by sender. Click on Subject to view your by subject Networking Account Access Support Q & A
30 Accessing through Microsoft Outlook Express and Outlook Set up your on Outlook Express. Outlook Express is automatically configured with Verizon Online during installation. After installation and activation, you are ready to log in. To access: Click Start, Programs and Outlook Express. Enter your Verizon Online username and password when prompted.
31 Set up Verizon Online with Outlook. Visit verizon.com/help for other setups. 1. Open Outlook. 2. From the Tools menu, select Accounts. 3. Select Add a New Account and then click Next. 4. Select POP-3, then click Next. 5. Fill in your Internet settings: a. Fill in your name and address. b. Type incoming.verizon.net in the Incoming Mail (POP-3) field. c. Type outgoing.verizon.net in the Outgoing Mail (SMTP) field. d. In the username field, type your Verizon Online username. e. In the Password field, type your password. f. Click the Remember Password check box. 6. Click More Settings. 7. Click the Outgoing Server tab and click the My Outgoing Server (SMTP) Requires Authentication check box. 8. Select Use Same Settings As My Incoming Mail Server and click OK. 9. Click Next and then Finish to close the window. Tip: Click Test Account Settings to verify you have configured your Verizon settings correctly. 14 Networking Account Access Support Q & A
32 tools 1. Address Your verizon.net address. 2. Alias Personalize your address with any name or nickname. 3. Spam Detector Set controls to filter or delete junk Forwarding Send an message from one address to another address. 5. Vacation Reply Have an automatic reply while you re away.
33 Networking Account Access Support Q & A
34 Connecting at home or away Networking Verizon Wi-Fi lets you take your Internet connection with you. Verizon Internet service includes Wi-Fi access for eligible residential Internet customers. You re always just a click away from family, friends, coworkers and the latest news. For more information or to check eligibility, visit verizon.com/wifi. Connection at home or away. Customers can enjoy nationwide Wi-Fi access in select areas at over 5,000 hotspots. How to connect with Verizon Wi-Fi. Visit verizon.com/wifi. Select the Get Started link. Log in with your myverizon.com User ID and Password. Follow the online instructions to configure your Wi-Fi access.
35 Home networking. With a home network, your entire household can share one Internet connection with several computers, giving everyone access to the Internet at the same time. You can share access to printers, files, folders and other hardware devices like scanners and fax machines. You have a choice of wireless home networking or wired home networking. Wireless home networks allow you to connect multiple computers in your home without using cables running from each computer. Wired home networks use Ethernet cable to connect multiple computers and provide faster transfer rates and greater security. For directions on setup, go to verizon.com/hsigetconnected. Security is a top priority at Verizon. We urge you to change the factory password setting on your router to a more secure one. To learn how: Residential customers visit support.verizon.com/hsihomenetwork. 16 Networking Account Access Support Q & A
36 Adding your tablet Networking More devices mean more ways to connect, anytime and anywhere. Verizon High Speed Internet offers Wi-Fi, and supports the following non-pc devices and Operating Systems. Running ios Apple ipad 1 Apple ipad 2 Running Android Samsung Galaxy Motorola Xoom If you have Apple ipad 1 or ipad 2: 1. Press the Home button to reach the ipad s home page for apps. 2. Press the Settings icon. 3. Press Wi-Fi to enter the wireless settings. 4. Press the On/Off switch to ON. 5. Select the wireless network under the tab, then Choose a Network. (It may take a few seconds for the selected network to appear.) 6. Enter the network password when prompted. 7. Select Join for network access.
37 If you have Samsung Galaxy: 1. Go to Menu. 2. Select Settings. 3. Select Wireless & Networks. 4. Choose Wi-Fi Settings. 5. Turn Wi-Fi ON. 6. Choose a network. 7. Enter the password and connect. the wireless networking radio and wait for the Wi-Fi icon to appear. NOTE: On some versions of Android, you will need to tap Wi-Fi Settings first, and then check Wi-Fi to turn on the radio. 6. Touch Wi-Fi Settings, then press Add Wi-Fi Network. 7. Select the name of your Wireless LAN. 8. Enter the pass code for your Wi-Fi hotspot and when prompted, tap Connect. For Motorola Xoom: 1. Press the button with the list icon. 2. Access menu options from the home screen. 3. Touch Settings. 4. Select Wireless & Networks. 5. Tap the check box next to Wi-Fi to enable 17 Networking Account Access Support Q & A
38 Managing your account online Account Access My Verizon account and profile. Managing your home services has never been more convenient. Just by registering for My Verizon, you ll have access to all your accounts in one place. You can manage all your billing, make changes to your accounts and even check your Voice Mail with Verizon Call Assistant. For troubleshooting questions, Help tools allow you to automatically diagnose and repair common problems, or chat live with a Technical Support agent. My Verizon is another value-added service that keeps you updated, connected and informed. Start now. Sign up for paperless billing. Pay your bill online. Download, view and print bills (up to 12 months). Add features and change your plan. View your Verizon Wireless minutes. Get instant help and support. Check your Verizon Online account.
39 Sign up today at myverizon.com. Once you have your account number, you re ready to register. Your account number is printed on the front page of your Verizon bill, or it may have been given to you when you signed up for the service. When you get to the site, enter your phone number or dedicated data line (for customers who don t have Verizon home phone service). Instructions on getting a PIN will be provided. Sign in and see how My Verizon gives ultimate account access! 18 Account Access Support Q & A
40 Understanding your bill. Our step-by-step interactive overview will help you understand your Verizon bill from top to bottom. General help. If you need help or have general questions, visit verizon.com/support or click the red icon on your desktop. Account Access To view a complete bill demo, please navigate to: verizon.com/billingdemo. Keep in mind, your first bill may be different than expected due to partial-month charges (for example, if you signed up for a service or added new services during the middle of a monthly billing cycle). Subsequent bills should reflect your normal monthly fees.
41 Account Access Support Q & A 19
42 Need help? Verizon Support is here for you. Support If you re not connected to the Internet. Open the In-Home Agent tool that is preloaded into your computer during registration. If you re still unable to connect to the Internet, we recommend you take the following steps: 1. Check that you ve installed your high speed Internet equipment after the Service Ready Date given to you when you ordered your service or on verizon.com/whatsnext. 2. Shut down your computer and unplug the modem/wireless router from its power source for 45 seconds, then plug it back in and reboot. This is called power cycling and it s the most common fix for connection problems. 3. Check that all cables and phone cords are securely connected to your computer and router. 4. If you have home phone service, doublecheck that there is a filter on every device that shares your high speed Internet phone line except for the modem/wireless router, which must remain unfiltered. 5. If your modem/wireless router is plugged into a surge protector, try plugging it directly into the wall power outlet. 6. Refer to Frequently Asked Questions.
43 If you are connected to the Internet, you can get help in three ways: 1. Visit support.verizon.com and just type your question into the Find an Answer tool or search by topic. 2. You can also open In-Home Agent, which was loaded during the registration process. Or go to verizon.com/inhomeagent to download. With In-Home Agent, you ve got answers to some of the most common questions right at your fingertips. Appearing as an icon on your desktop, In-Home Agent is FREE and available 24/7 to diagnose and solve any issues you may have. 3. Chat live with a Technical Support agent or visit the Help page again to learn more about Internet security, home networking, billing and other topics of interest. 20 Support Q & A
44 Frequently asked questions Q & A Connecting to the Internet. Q: What if I don t have a dial tone on my high speed Internet line? A: Check your connections. Make sure that your modem/wireless router is plugged in and turned on, and that all wires between your modem/ wireless router and your computer are securely connected. Ensure that filters are installed properly on all telephone devices. Note you will not have a dial tone on your high speed Internet line if you ordered high speed Internet without Voice service. Q: I m experiencing an intermittent loss of connection. How can I fix it? A: Restart your PC and modem/wireless router. Check your connections. Make sure that your modem/wireless router is plugged in and turned on, and that all wires between your modem/wireless router and your computer are securely connected. Q: My service feels slow. What can I do? A: Power cycle (reboot) your computer and modem/wireless router. Clear temporary Internet files by clearing the cache on your browser. If you do not know how to do this, the PC Checkup Tool can do Router
45 it for you. It s located at support.verizon.com, on the left side of the screen. Q: Can I set up an additional address for someone in my household? A: Yes, you can create up to eight additional addresses, called Sub-Accounts. Log on to My Verizon using your Primary account (created at the registration process). Select My Account. Select Create New Sub-Account. After the account has been created, you ll see links to more information about setting up and using for Sub-Accounts. Phone Line Filter Q: What if I hear static or noise on my high speed Internet phone line? A: Make sure all phones and other telephone devices have filters attached. Check that the line side of the filter is plugged into the phone jack and the phone side of the filter is plugged into the phone or other equipment. Q: I forgot my Verizon High Speed Internet username and/or password. What should I do? A: If you know your Verizon username and the answer to your secret question, but have forgotten your password, you can use the Password Reset Tool at support.verizon.com. If you can t find your username, call Technical Support at VERIZON. Moving to a new neighborhood. Q: How do I take my Verizon services with me when I move? A: You can find out what Verizon services your new home qualifies for by calling us toll-free at VERIZON. Reserve your installation date now and have one less thing to think about. We can start the 21 Q & A
46 Q & A process as soon as you know your move date. If possible, call us 2 4 weeks before you move. Wi-Fi questions and answers. Q: What if I have trouble connecting? A: Simple tasks like rebooting your laptop or netbook will solve most connection issues. Most computers have a Wi-Fi setting. Be sure your Wi-Fi is turned on. If your computer does not have a Wi-Fi setting, go to Internet Options on your computer and verify your wireless LAN (WLAN) connection is enabled. If it is not enabled, please right-click and enable it. Check your signal. Right-click on the Wireless icon in the system tray, select View Wireless Networks and select a network from the list presented. Q: How can I tell if my Verizon Wi-Fi service has been activated? A: Once you have successfully downloaded Verizon Wi-Fi Connect software, you will see an icon in your system tray (lower-right-hand corner of computer) or on your computer desktop. Q: Will my security software affect my use of Verizon Wi-Fi? A: If you subscribe to the Verizon Internet Security Suite, there is no impact on your Verizon Wi-Fi. If you use security software from another provider, you should check directly with that provider. Q: What factors can affect my connection speed while using Verizon Wi-Fi?
47 A: Wi-Fi signal strength may vary by hotspot location and can be affected by many factors, including the location of the wireless infrastructure, the direction of the wireless antenna, building architecture and materials, and the number of other wireless devices in operation at the location. If you experience a weak signal or loss of signal, you should try relocating within the immediate area to improve the signal strength. Q: Where do I go to get customer support for Verizon Wi-Fi service? A: You can find detailed product information, including how to download Verizon Wi-Fi Connect software, by visiting verizon.com/wifi. If you are unable to find what you need online, Verizon has dedicated, 24-hour technical support. Technical support agents can be reached toll-free at VERIZON. Q: Do I need any additional equipment? A: If you have a wireless-enabled laptop or netbook, no additional equipment is needed to use Verizon Wi-Fi service. If you do not have a wireless-enabled laptop or netbook, you will need to purchase a wireless card and simply plug it into your computer. Q: How do I find the Verizon Wi-Fi hotspots? A: Visit verizon.com/wifi and select country, state/region, venue (e.g., hotel, restaurant) and ZIP Code. A list of available Verizon Wi-Fi hotspots will appear. Verizon Wi-Fi is available in the U.S. only. 22 Q & A