High Speed Internet - User Guide. Welcome to. your world.

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1 High Speed Internet - User Guide Welcome to your world. 1

2 Welcome to your world :) Thank you for choosing Cogeco High Speed Internet. Welcome to your new High Speed Internet service. When it comes to a great online experience, you couldn t have made a better choice because at Cogeco, we re different. We put you first in everything we do. Now you ll be able to make the most of your time online gaming, downloading and streaming movies, videos, music and everything else you like to do. All while enjoying instant connectivity without tying up your phone line. This User Guide is a reference tool for how to take advantage of your various package features, how to install Security Services, troubleshooting tips and answers to commonly asked questions. To protect your computer we recommend that you install your Cogeco security features immediately. We also suggest you keep this User Guide close to your computer for future reference. You can also visit our Web site, Cogeco.ca/Internet to find more information about Cogeco High Speed Internet, including customer FAQs and Technical Support. Your experience with Cogeco High Speed Internet will be easy and enjoyable. 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 We re here to help! Enjoy your high-speed experience, and thank you for choosing Cogeco. Table of Contents Getting Started...4 information...4 My Account...4 Access to Webmail...5 Internet usage tracking tool...6 Security Services...7 Why Security Services...7 Install Security Services...8 Tips...8 Paperless billing...9 Questions & Answers...10 Configuration Webmail...12 Security...12 Troubleshooting...13 Complete your connection

3 Getting started Before you get started with your new High Speed Internet connection, you need to follow a few quick steps to set up your address and security features. Your information: When your High Speed Internet was installed you were provided with a primary Cogeco address. Below you will find room to keep a record of this information, along with any other Cogeco addresses you set up. Please note that your primary Cogeco address will grant you access to My Account where you can create additional addresses. Primary address 1: password: Additional addresses 2: password: 3: password: 4: password: 5: password: 6: password: 7: password: The number of addresses you are provided with may vary depending on the High Speed Internet package you chose. 1. My Account The My Account section allows you to manage many of your Cogeco services - for example you can view your bill online, process payments, track your Internet or phone usage, manage your Cogeco addresses and much more. Creating my account is as easy as 1, 2, 3... IMAP (Incoming) Port Username SMTP (Outgoing) Port Username imap.cogeco.ca 993 To create a My Account profile 1. GO TO Cogeco.ca/MyCogeco 2. CLICK on the Create an Account button 3. ENTER your account number and the requested address information (included in the documentation the Cogeco technician who installed your Internet service gave you.) 4. FOLLOW the on screen prompts to register 2. Access to Webmail Cogeco Webmail is a FREE service for all Cogeco High Speed Internet customers that allows you to use your account on any computer with access to the Internet, so you re not restricted to reading and writing from your home. To access Webmail, simply: 1. GO TO Cogeco.ca/MyCogeco 2. CLICK on Webmail (on the right-hand side of your screen) 3. ENTER your Cogeco address and password (provided by technician who installed your service) 4. CLICK on Log in to webmail Best of all, unlike other providers, our Webmail service is fully supported by your Cogeco Technical Support staff. How to use the software that is on your computer (e.g. Outlook ) Cogeco can work with any service. You must refer to the software documentation in order to properly configure the software. The Cogeco specific information you will need to provide is listed below: Your FULL Cogeco address smtp.cogeco.ca 465 Your FULL Cogeco address 4 * No SSL required * Outgoing mail server does not require any authentification. 5

4 3. Cogeco High Speed Internet usage online tracking tool. To help you track and manage your Internet usage, and to ensure you have the right Internet package for your needs, we ve developed a tool that calculates the amount of data your computer, tablet or any other wireless devices sends and/or receives every month in other words, your monthly Internet usage. By accessing the online tool, you can monitor your current monthly usage, view your usage history, see a history of notifications regarding usage you have been sent, and more. As well, this tool provides three months of usage history, so you can track whether your Internet usage is stable, increasing or decreasing, and if need be, adjust your package accordingly. Need assistance One of our Technical Support or Sales Support specialists can help you at It s easy to keep track: 1. VISIT Cogeco.ca/MyCogeco 2. LOGIN to your profile 3. CLICK Internet Usage to see Worry-free surfing with Cogeco For more details and information about Internet usage, please visit us at Cogeco.ca/InternetUsage. Cogeco Security Services 1 is an award-winning security solution that enables you to use your computer without worries. It protects your irreplaceable data and privacy automatically day and night. The service provides enhanced protection against viruses, malware, spam , and cyber criminals. Make sure you re safe before you surf Get better protection online with Cogeco Security Services. Cogeco Security Services, now offered on Windows and Mac, protect you so you can go online worry-free, even when surfing the Web with a wireless modem. You can explore the Internet with confidence, knowing your valuable data is protected by the latest security technology optimized by leading and many times awarded security provider F-Secure. Frequent updates of antivirus programs, firewalls and new spam control solutions provide a comprehensive suite of Security Services including: Included for Windows Antivirus Firewall Management Spam filter Anti-phishing filter Anti-spyware Parental control Etc. Included for Mac Antivirus Firewall Management Anti-spyware Panic button to stop all unwanted traffic to your Mac 6 1. The Cogeco Security Services suite is $2 per month with Cogeco High Speed Internet Express 6 and Express 10 and is included in all other packages. 7

5 Why do I need Internet Security Services Here at Cogeco we feel it is our responsibility to help our customers protect what matters to them. We understand how painful it can be to lose a meaningful photo, the importance of your private data and financial information, and how trustworthy online relationships are essential. Some of the benefits of using Cogeco Security Services include: Complete security protection A firewall to prevent hacker attacks Browsing protection that identifies unsafe web sites Protection against identity theft Blocking of spam and phishing s Parental control to protect your children online The Cogeco Security Services are easy and simple to use. Get automatic renewal, no need to think about it Free technical support offered by Cogeco, your Internet service provider. Easy Steps to Installing Cogeco Security Services: STEP 1: VISIT Cogeco.ca/Security to download STEP 2: CLICK on download and install button STEP 3: ENTER your Cogeco address and password STEP 4: INSTALL of Cogeco Security Services SECURITY TIPS Prevent computer infection by doing a full virus scan on every file you download Make your passwords harder to hack by using a combination of both numbers and letters Never submit your credit card number online without making sure your connection is secure. In Internet Explorer, a small lock will appear in the bottom righthand corner of your window. Cogeco will never ask you for your password or other confidential personal information via unsolicited . Paperless billing Why should you switch to Cogeco e-billing It s the secure, convenient, and greener way to view your invoice. Not only will we send you a notice to let you know when your e-bill is available, we ll keep it on file for 18 months in an easy to print format. And don t worry, you can switch back to paper billing anytime. Paperless billing allows you to: Save paper by viewing bills online Locate your monthly invoices quickly and easily View and download an exact replica of your bill Access your invoices for up to 18 months Save and archive your invoices on your computer Easy, convenient, and free Visit Cogeco.ca/PaperlessBilling We save the planet one bill at a time! 8 9

6 You ve got questions We ve got answers Configuration Can I hook up more than one computer to my Internet connection A : All of Cogeco s residential tiers are capable of providing service to multiple computers through the use of a Cogeco wireless modem or a home networking equipment (router). Cogeco s wireless modem would connect directly to your computers or into your router, and will distribute the signal. Please note that Cogeco s technical support does not provide support for your home networking equipment (router). If you are renting a Cogeco wireless modem do not hesitate to communicate with our Technical support team in case of problems. Which username and password do I have to enter to access the servers A : To access Address Management via My Account, enter your username and password and login on the My Cogeco area of our site by visiting Cogeco.ca/MyCogeco. A My Account profile can be created with a username of your choice. You will require your account number and your home address to do so. Click the Create an Account button in My Account to do so in two steps. Do you require other assistance Visit Cogeco.ca and click on the Support link or contact one of our Technical Support specialists at I have forgotten my password. What should I do A : If you have forgotten the password for any of your Cogeco.ca addresses, please contact us by phone at If you know your password(s) and want to change them, you can change them from the My Account section of our website by going to Cogeco.ca/MyCogeco. Go to the same address to create a profile or log in to the My Account section. Passwords for Windows, screensavers, and software profiles are built into your computer s software and cannot be accessed or changed by our technical support. How much storage space do I have with my accounts A : Cogeco allows for 1 GB of storage per account. What are Cogeco s incoming and outgoing mail servers A : Cogeco s incoming mail server is imap.cogeco.ca. Cogeco s outgoing mail server is smtp.cogeco.ca. You must type in the server names in lowercase letters. Which software can I use A : You can use any software with our High Speed Internet service as they should all be compatible. Due to the wide range of available programs, Cogeco s technical support is only able to troubleshoot settings for the programs that are standard with most computers: Outlook Express, Windows Mail and Mac OS X Mail. Webmail What is Webmail A : Webmail allows you to read and write your in a web-based format that does not require a separate program so that it can be used anywhere at any time. With Webmail, you are no longer restricted to using your Cogeco from home; you can now securely access your account on any computer connected to the Internet. How can I access the Cogeco Webmail service A : You only need to launch a web browser, such as Internet Explorer and enter the following address: Cogeco.ca/MyCogeco. Enter the requested information in the Webmail box.

7 Security Are there any safety precautions I can take while surfing A : When connected to the Internet 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 definitions for your security software. 4. Do not accept ANY files (either files downloaded from the Internet or 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.) What security measures has Cogeco taken A : Cogeco High Speed Internet s 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. Is it normal if Cogeco sends me an asking for my password or other personal info A : Cogeco will never ask you for your password or other confidential personal information via unsolicited . If you would like to verify that this is from Cogeco you can contact us at the information listed on your monthly bill. Wireless How secure is the Cogeco Wireless Modem A : The Cogeco Wireless Modem is configured by default using secure wireless networking encryption protocols; with this encryption enabled you can surf knowing your home network is protected from any unauthorized users. If the original wireless modem settings configured during installation by the technician are modified by the customer, Cogeco is not responsible for any loss of security. It is highly recommended to maintain the original settings provided by the technician. Why do I need to secure my Wireless Network A : Wireless networks are more convenient than wired connections and allow you to move from room to room in your home but they can also be more vulnerable if not properly secured. The Cogeco Wireless Modem is configured by default with customized security greatly decreasing the chance of any unauthorized access. Wireless networks use signals that can pass through walls and can travel beyond the limits of your home. If you do not secure your network, nearby computers might be able to access your home network or use your Internet connection. By securing your wireless network, you can help protect it from unauthorized access. Your Wireless network has been originally secured by the technician who installed your Wireless modem. Troubleshooting I can t connect to a Web site. What is causing this A : If it is only a certain site that is down and other sites are still connecting, this is likely an issue with that particular host server. If the host server is down, no one will be able to visit any pages at that site. This would have to be fixed on the server s end and could not be resolved by Cogeco. 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 the Web page you are browsing is slow, it 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. I can t receive any . Why is this happening A : You must have the correct server name specified to receive (Cogeco s incoming mail server is imap.cogeco.ca). Also, be sure to specify your full address as the username, including part of the address. Does the Internet speed depend on how many people share the cable line A : Along with other factors, yes; Internet speed may be affected by other users sharing the cable line. Speed performance is also subject to routing on the Internet, the speed of the host server you are visiting and the amount of traffic on the host server. This means that speeds will also vary depending on the site being visited. Cogeco diligently monitors traffic volumes and is constantly optimizing the network to ensure that you are getting the speed you need 24 hours a day, 7 days a week. If you have further questions please contact our Technical Support team by calling at

8 Cogeco High Speed Internet Even better in a bundle.!!! Have :) fun! In addition to High Speed Internet, Cogeco also offers Digital TV and Home Phone 2 at competitive prices. And when you bundle your services with Cogeco, you ll not only enjoy real savings, you ll also get: All of your three Cogeco services on one bill A unique call centre for all your services Whatever your needs or budget, with Cogeco you ll enjoy quality services specially created to offer you great value and the latest in home services and entertainment. 3 Find all our bundle offers at Cogeco.ca/Bundles. Call: Cogeco Home Phone is a residential service and must only be used for residential purposes. 3. Cogeco On Demand service is offered where the technology is available and for customers who meet the Cogeco On Demand access requirements