High Speed DSL Internet Guide

Transcription

1 High Speed DSL Internet Guide nwtel.ca/internet

2 Welcome to Northwestel s High Speed DSL Internet! We are pleased to welcome you to our northern network of family and friends. Here at Northwestel our staff are northerners working and living in the North just like you, so when we say welcome to the family, we mean it. We take our role as leading communication and entertainment provider seriously. We are always looking for innovative solutions for your home that keep you connected. Just because you enjoy life in some of Canada s most remote northern communities doesn t mean that you should not have access to a fast, reliable Internet connection. To keep you connected to your family, southern friends, and business needs, Northwestel offers you High Speed DSL Internet. This guide will help you install your modem and use your Northwestel webmail with ease and confidence. Northwestel works hard to stay current and keep you connected. With increasing network speeds and easy access to technical support, we hope you enjoy your High Speed DSL Internet. If you have any questions or need help, contact us toll free at We hope we succeed in keeping you well connected, and again, welcome to the family.

3 Table of Contents Before you start...2 How to install your High Speed DSL Internet...4 Troubleshooting...20 Accessing your northwestel.net Terms of Service...25 High Speed account information...31

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5 Thank you for choosing Northwestel High Speed DSL Internet We encourage you to keep this welcome guide as a troubleshooting tool and a record of your account details. If you experience problems with your Northwestel High Speed DSL Internet, complete Troubleshooting Steps 1 to 5 before calling Internet Support. 1

6 Before you start Please ensure your computer is connected directly to the modem by removing any additional devices such as a router, switch or hub. What operating system version does my computer use? You will need to know what operating system version your computer uses before proceeding with troubleshooting. All personal computers have operating systems. The most common are the Windows family of operating systems developed by Microsoft. Another popular operating system is Macintosh (Mac) developed by Apple. Follow these steps to determine your operating system version. For computers using a Microsoft Windows operating system 1. Select Start > Settings > Control Panel. 2. Click on the System icon and a window will open. 3. Click on the General tab to determine your operating system version. 4. Click OK to close the window. My operating system: For computers using a Macintosh (Mac) operating system 1. Select Apple > About This Mac or About This Computer. 2. Your operating system version will be shown in the window that appears. 3. Close the window. My operating system: 2

7 What operating system versions are supported by Northwestel? Microsoft Windows 95 98, 98 Special Edition, NT, Me, 2000 Professional XP Home and Professional and Vista Apple Mac OS 8.6, OS 9, OS X 10.2 and above Northwestel High Speed minimum system requirements Any of the above operating systems Pentium-compatible 166 MHz or Power PC 166 MHz 200 MB of hard drive space 3

8 How to install your High Speed DSL Internet Congratulations you are only minutes away from enjoying all the benefits of the Internet through your new Northwestel High Speed DSL Internet connection! Please review these instructions before you start your installation. You will see that, while there are only five steps in all, you will need to determine which of the specifics apply to your own system configuration and requirements. Follow these five steps to complete your Northwestel High Speed DSL Internet installation. 4

9 Step 1: Verify Verify that the following items came with your Internet installation kit 1. SpeedStream modem 2. Four (4) micro-filters 3. Ethernet cable (RJ-45) 4. DSL cable (RJ-11) 5. Two-way splitter 6. External AC power adapter 7. USB cable and software CD-ROM (optional) *If your kit is missing any of these items, please call our Customer Care Centre:

10 Step 2: Install micro-filter(s) Since High Speed DSL Internet uses your telephone line to connect to the Internet, all other devices such as a telephone, fax machine or caller ID box must be set-up to share this line before installing High Speed DSL Internet. By installing a micro-filter you prevent extra noise generated by the High Speed DSL signal from disrupting these devices. Follow the instructions below to install a micro-filter on any device that shares the telephone line: 1. Unplug the device from the telephone jack. 2. Plug the micro-filter into the telephone jack. 3. Plug the telephone cord from the device into the micro-filter. For your convenience, Northwestel provides four micro-filters in this installation kit. If you require additional micro-filters, please contact our Customer Care Centre

11 Step 3: Install modem The included SpeedStream modem may be connected to your computer with an Ethernet adapter or USB device. Northwestel recommends the Ethernet* adapter method. Use only one method. Ethernet adapter (Recommended method) Please select one of the following Ethernet options to connect your SpeedStream modem: If connecting a single computer Please see illustration of SpeedStream modem for locations of ports and buttons on page Turn off your computer. 2. Connect the included Ethernet cable to the yellow Ethernet port A on the rear of the SpeedStream modem and plug the other end of the Ethernet cable into your computer s Ethernet adapter. 3. Connect the included DSL cable into the grey DSL port B on the rear of the modem and plug the other end of the DSL cable into the telephone jack. Do not install a micro-filter on this telephone jack. If you need to connect another device to the same telephone jack, follow the procedures on page Connect the included external AC power adapter into the black 12V DC port C on the rear of the modem and the other end into a nearby power supply. 5. Press down the I/O power button D on the rear of the modem. 6. Turn your computer s power on. 7. After a few minutes, three solid green lights will appear on the front of the modem: Power, Ethernet and DSL. Your connection is now active. 8. Proceed to step 4 on page 11. Note: Most computers come pre-equipped with an Ethernet adapter. If your computer does not have an adapter installed, please consult your computer supplier for more information. Ethernet Cord: The cord whose ends look like those of a telephone cord. 7

12 If connecting multiple computers with a hub device* Please see illustration below for SpeedStream modem port locations and buttons. 1. Turn off your hub. 2. Turn off your computer. 3. Connect the Ethernet cable to the yellow Ethernet port A on the rear of the SpeedStream modem and plug the other end of the Ethernet cable into your hub s main Ethernet port. 4. Connect an Ethernet cable from each computer into your hub. 5. Connect the DSL cable into the grey DSL port B on the rear of the modem and plug the other end of the DSL cable into the telephone jack. Do not install a micro-filter on this telephone jack. If you need to connect another device to the same telephone jack, follow the procedures on page Connect the external AC power adapter into the black 12V DC port C on the rear of the modem and the other end into a nearby power supply. 7. Press down the I/O power button D on the rear of the modem. 8. Turn your computer s power on. 9. After a few minutes, three solid green lights will appear on the front of the modem: Power, Ethernet and DSL. Your connection is now active. 10. Proceed to step 4 on page 11. B A E D C * Hub device is not included in this kit. Note: While many hub and switch devices may work with the SpeedStream modem, Northwestel does not support third party switches, hubs, etc. If you experience problems after connecting your third party device, please contact your device supplier for support services. 8

13 Microsoft Vista Users If your computer is equipped with the Microsoft Vista operating system, please make sure you use the Ethernet connection cord and not the USB connection cord. The modems supplied by our manufacturer are unable to use the USB connection with the Vista operating system. USB device (Optional method) The USB method can only be used to connect a single computer. Install USB drivers software - Microsoft Windows 1. Open and insert the SpeedStream USB Drivers CD into your CD-ROM drive. Close the drive. 2. A program will start to help you install the software. Follow the on-screen instructions to complete the installation. a. If the software installation program does not automatically start, you can manually start it by clicking the Start button and then selecting Run. b. Browse to the file entitled setup.exe on the CD and double-click its icon. c. A program will start to help you install the software. Follow the on-screen instructions to complete the installation. Install USB drivers software - Apple Mac 1. Open and insert the SpeedStream USB Drivers CD into your CD-ROM drive. Close the drive. 2. Double-click on the SpeedStream icon, which appears on your desktop. 3. Double-click the Readme.txt file to open. Follow the included instructions within to complete the software installation. 9

14 Install modem Please see illustration of SpeedStream modem for locations of ports and buttons on page Turn your computer s power off. 2. Connect the included USB cable to the blue USB port on the rear of the SpeedStream modem and plug the other end of the USB cable into your computer s USB port. 3. Connect the included DSL cable into the grey DSL port on the rear of the modem and plug the other end of the DSL cable into the telephone jack. Do not install a micro-filter on this telephone jack. If you need to connect another device to the same telephone jack, follow the procedures below. 4. Connect the included external AC power adapter into the black 12V DC port on the rear of the modem and the other end into a nearby power supply. 5. Press down the I/O power button on the rear of the modem. 6. Turn your computer s power on. 7. After a few minutes, three solid green lights will appear on the front of the modem: Power, USB and DSL. Your connection is now active. 8. Proceed to step 4 on page 11. If you need to connect another device to the same telephone jack, follow these procedures: 1. Turn off your computer, other device and hub. 2. Disconnect the DSL cable from the telephone jack. 3. Connect the DSL cable into a port on the two-way splitter. 4. Insert a micro-filter into the second port on the two-way splitter. 5. Connect the other device into the micro-filter on the two-way splitter. 6. Plug the two-way splitter into the telephone jack. 7. Turn on the power to your computer, other device and hub. 8. After a few minutes, three solid green lights will appear on the front of the modem. Depending on your installation method, they are: Power, Ethernet and DSL or Power, USB and DSL. Your connection is now active. 10

15 Lights on Speedstream modem LED Light Off Green Blinking Green Red Blinking Green/Red Power Power not applied Normal system operation N/A Self-test failure if red for more than 30 seconds Flash write in progress Ethernet Power not applied Ethernet link not connected Ethernet link connected Ethernet traffic flowing in either direction N/A N/A DSL Power not applied DSL signal not detected DSL line is trained and ready for traffic DSL is training N/A N/A USB Power not applied No USB connected USB connected USB user traffic flowing in either direction N/A N/A Activity Power not applied No USB connected N/A LAN user traffic flowing in either direction N/A N/A 11

16 Step 4: Configure your computer Follow the steps below to set up the SpeedStream modem for your operating system. Windows 2000 Professional or XP (Home or Professional) or Vista 1. Select Start > Settings > Control Panel (or Start > Control Panel) 2. Double-click the Network Connections icon. 3. Double-click Local Area Connection. 4. In the Local Area Connection Status window, click the Properties button. 5. In the Local Area Connection Properties window, scroll through the listed items and highlight Internet Protocol (TCP/IP). 6. Click the Properties button. 7. In the Internet Protocol (TCP/IP) Properties window, select Obtain an IP address automatically. 8. Select Obtain DNS server address automatically. 9. Click the OK button. 10. If prompted close window and save changes. 11. Proceed to step 5 on page

17 Windows NT 1. Select Start > Settings > Control Panel. 2. Double-click the Network icon. 3. In the Network window, click the Protocols tab. 4. Highlight TCP/IP Protocol. (Note: If TCP/IP Protocol is not there, you will need to add it by clicking on the Add button.) 5. Click the Properties button. 6. In the Microsoft TCP/IP Properties window, select Obtain an IP address from a DHCP server. 7. Click the DNS tab and ensure nothing is entered in the Search Order text boxes. If there are entries, highlight each and click the Remove button. 8. Click the WINS Address tab. 9. Click the Enable DNS for Windows Resolution box. 10. Click the OK button. 11. Proceed to step 5 on page 14. Windows 95, 98, 98 SE or Me 1. Select Start > Settings > Control Panel. 2. Double-click the Network icon. 3. In the Network window, click the Configuration tab. 4. Highlight TCP/IP. 5. Click the Properties button. 6. In the TCP/IP Properties window that appears, click the IP Address tab. 7. Select Obtain an IP address automatically. 8. Click the WINS Configuration tab. 9. Select Use DHCP for WINS Resolution. 10. Click the OK button. 11. Proceed to step 5 on page

18 Mac OS X 10.2 or higher 1. Select Apple > Location and select Network Preferences. 2. In the Network status window, double-click Built-in Ethernet. 3. Ensure the Show drop-down menu is set to Built-in Ethernet. If you are using the USB connection method, set Show to Ethernet Adapter instead. 4. Select the TCP/IP tab. 5. Ensure the Configure IPv4 drop-down menu is set to Using DHCP. 6. Click the Renew DHCP Lease button. A series of numbers will appear in the IP Address, Subnet Mask and Router fields. 7. Click the Apply Now button and close the window. 8. Proceed to step 5 on page 14. Mac OS 8.6 or OS 9 1. Select Apple > Control Panels >TCP/IP. 2. In the TCP/IP window, ensure the Connect via menu is set to Ethernet. 3. Set the Configure pull-down menu to Using DHCP Server. 4. Close window and save changes when prompted. 5. Proceed to step 5 on page

19 Step 5: Connecting to the Internet This is your final step. The SpeedStream modem and your computer need to work together to connect to the Internet. Please follow the instructions according to the operating system your computer uses. Windows XP (Home or Professional) 1. Select Start > Settings > Network Connections. 2. Double-click the Network Connections icon. 3. Click on Create a New Connection in the left-side menu. 4. In the New Connection Wizard window, click the Next button. 5. Select Connect to the Internet. 6. Click the Next button. 7. Select Set up my connection manually. 8. Click the Next button. 9. Select Connect using a broadband connection that is always on. 10. Click the Next button. 11. Click the Finish button to complete the configuration and close the window. Congratulations! You completed the installation of your Internet service. Proceed to page 23 to learn how to access your northwestel.net . 15

20 Windows 2000 Professional 1. Select Start > Settings and click Network and Dial-up Connections. 2. Double-click the Make New Connection icon. 3. In the Network Connection Wizard window, click the Next button. 4. Select Dial-up to the Internet. 5. Click the Next button. 6. In the Internet Connection Wizard window, select I want to set up my Internet connection manually, or I want to connect through a Local Area Network (LAN). 7. Click the Next button. 8. Select I connect through a Local Area Network (LAN). 9. Click the Next button. 10. Ensure all check boxes in the Local Area Network Internet configuration window are unchecked. 11. Click the Next button. 12. A window may appear that prompts you to Set Up Your Internet Mail Account. Disregard this prompt by checking No. 13. Click the Next button. 14. Click the Finish button to complete the configuration and close the window. Congratulations! You completed the installation of your Internet service. Proceed to page 23 to learn how to access your northwestel.net . 16

21 Windows 95, 98, 98 SE, Me or NT 1. Select Start > Settings > Control Panel. 2. Double-click the Internet Options icon. 3. In the Internet Properties window, click the Connections tab. 4. Click the Setup button. 5. In the Internet Connection Wizard, select I want to set up my Internet connection manually, or I want to connect through a local area network (LAN). 6. Click the Next button. 7. Select I connect through a Local Area Network (LAN). 8. Click the Next button. 9. Ensure all check boxes in the Local Area Network (LAN) Settings window are unchecked. 10. Click the OK button. 11. In the Set Up Your Internet Mail Account window, select No. 12. Click the Next button. 13. If prompted, you may need to restart your computer. When your computer has completely re-started, the Internet connection will have been established and will be ready to use. Congratulations! You completed the installation of your Internet service. Proceed to page 23 to learn how to access your northwestel.net . 17

22 Mac OS X 10.2 or higher 1. Select Apple > Location and select Network Preferences. 2. In the Network window, click the Assist Me button. 3. In the window that appears, click the Assistant button. The Network Setup Assistant window appears next. 4. Type Northwestel in the Location Name field. 5. Click the Continue button. 6. Select the I use a DSL modem to connect to the Internet option. 7. Click the Continue button. 8. Follow the instructions on screen. Click the Continue button. 9. Click the Done button to complete the configuration and close the window. Congratulations! You completed the installation of your Internet service. Proceed to page 23 to learn how to access your northwestel.net . 18

23 Mac OS 8.6 or OS 9 1. Select Applications > Utilities > Assistants > Internet Setup > Internet Setup Assistant. 2. A window titled Internet Setup Assistant appears. 3. Click the Yes button. 4. Click the Yes button when prompted Do you already have an Internet Account? 5. Follow the instructions on screen and then click the forward arrow. 6. Name your configuration Northwestel when prompted to do so. Ensure that you select DSL from the three Internet connection options. 7. Click the forward arrow. 8. Select No when the IP Address window appears. 9. Click the forward arrow repeatedly until the Conclusion prompt appears. 10. Click the Go Ahead button to complete the configuration and close the window. Congratulations! You completed the installation of your Internet service. Proceed to page 23 to learn how to access your northwestel.net . 19

24 Troubleshooting Complete Troubleshooting steps 1 to 5 before calling Internet Support. Step 1: Check your lights on SpeedStream modem Please ensure there are three LED lights steadily glowing on your modem: If you re connected via Ethernet, the Power, Ethernet and DSL lights should be green If you re connected via USB, the Power, USB and DSL lights should be green Refer to the chart on page 10 back for more troubleshooting details. Step 2: Check your cable connections Ensure all included cables are properly installed, according to the installation instructions. Step 3: Recycle power supply on your modem Sometimes your modem s power needs to be recycled. Follow the steps below to recycle your power supply: 1. Unplug the modem power supply and wait a minimum of 15 seconds before you plug it back in. This resets the modem with a fresh Internet connection. 2. Wait 30 seconds for the modem to synchronize with your Northwestel High Speed Internet. 3. Check the status of the modem LED lights, according to the troubleshooting chart on page If the lights are functioning correctly, open a web browser and head to www. nwtel.ca to test your Internet connection. 20

25 STEP 4: Release and renew your IP address If you still can t access the Internet after taking these first three steps, you may need to release and renew your IP address. Please follow the instructions below according to your operating system. Windows NT, 2000 Professional or XP (Home or Professional) and Vista 1. Select Start > Run. 2. In the Run window, type command and click the OK button. 3. In the command prompt window that appears, type ipconfig and press the Enter key. 4. When this operation is complete, type ipconfig/release and press the Enter key. 5. When this operation is complete, type ipconfig/renew and press the Enter key. 6. Ensure the new IP address displayed starts with one of the following numbers supplied by Northwestel: 205, 207 or 216. Note: Remember to unplug any additional devices such as a router, switch or hub before performing this step. 7. If the new IP address does not start with one of these numbers, repeat steps 1-6 again. Should a Northwestel number still not appear, please call the Customer Care Centre. 8. When a Northwestel number does appear, type exit to close the command prompt window. 9. Open a Web browser to check if your connection is operational. * If your computer is equipped with the Microsoft Vista operating system, please make sure you use the Ethernet connection cord and not the USB connection cord. The modems supplied by our manufacturer are unable to use the USB connection with the Vista operating system. The Ethernet cord is the one that has ends that look like a phone cord. 21

26 Windows 95, 98, 98 SE or Me 1. Select Start > Run. 2. In the Run window, type winipcfg and click the OK button. 3. In the IP Configuration window, highlight the adapter that matches your Network Interface or Ethernet. Ensure you do not select PPP Adapter. 4. Click the Release All button and wait for the operation to complete. 5. Click the Renew All button and wait for the operation to complete. 6. Open a Web browser to check if your connection is operational. Mac OS X 10.2 or higher 1. Select Apple > Location and select Network Preferences. 2. In the Network window, double-click Built-in Ethernet. 3. Ensure the Show drop-down menu is set to Built-in Ethernet. If you are using the USB connection method, set Show to Ethernet Adapter instead. 4. Select the TCP/IP tab. 5. Set the Configure IPv6 drop-down menu to Using DHCP Server. 6. Click the Renew DHCP Lease button. A series of numbers will appear in the IP Address, Subnet Mask and Router fields. 7. Click the Apply Now button and close the window. 8. Open a Web browser to check if your connection is operational. 22

27 Mac OS 8.6 or OS 9 1. Select Apple > Control Panels > TCP/IP. 2. In the menu bar, select Edit > User Mode. 3. In the User Mode window that appears, select the Advanced option. 4. Click the OK button. 5. In the TCP/IP window that appears, click the Options button. 6. In the Options window that appears, click the Inactive button. 7. Click the OK button. 8. Close the Options window to save your changes. Wait approximately two minutes for your current TCP/IP session to be released. 9. Select Apple > Control Panels > TCP/IP. 10. In the TCP/IP window that appears, click the Options button. 11. In the Options window that appears, click the Active button. 12. Ensure the Load only when needed box is not selected. 13. Click the OK button. 14. Close the Options window to save your changes. 15. Open a Web browser to check if your connection is operational. Step 5: Call technical support If the above steps have not resolved your problem, contact our Customer Care Centre: Please have the following information ready so our staff can serve you better: Username ( address) Password Telephone number 23

28 Accessing your northwestel.net There are two ways to access your northwestel.net account. Log into Northwestel s Webmail service (Option 1) 1. Go to: 2. Enter your user ID ( address) and password as provided by your Northwestel Customer Care Representative. Use your software (Option 2) (Microsoft Outlook, Microsoft Outlook Express, Apple Mail, etc.) 1. Reference the Help section of the program you would like to use or use the guide found on our website. 1. Go to: 2. Click Personal Internet Solutions. 3. Click High Speed Internet. 4. Click Setting Up your northwestel.net . northwestel.net servers Incoming mail server: pop3.northwestel.net Outgoing mail server: smtp.northwestel.net Microsoft and Windows are registered trademarks of Microsoft Corporation in the United States and/or other countries. Apple, Mac and Mac are trademarks of Apple Computer Inc., registered in the U.S. and other countries. Siemens and the Siemens SpeedStream logo are trademarks of Siemens AF, Germany. 24

29 Terms of Service This Agreement spells out the terms and conditions of your access to Northwestel Inc. s Internet service and also limits the liability of Northwestel Inc. In this Agreement, the terms you, your or yours shall be construed to refer to the party subscribing to Northwestel Inc. s High Speed service. The terms we, us, our and Northwestel shall be construed to refer to Northwestel Inc. High Speed, High Speed Internet service, High Speed service, or Northwestel s High Speed service shall be construed to mean Northwestel Inc. s High Speed Internet service. By opening an account under your name and billing telephone number, and by using High Speed, you agree to be legally bound by and abide by the terms of this Agreement. If you do not wish to be bound by this agreement, you may not access the internet through the Northwestel high speed service, and you must immediately terminate your access account and return your modem. We reserve the right to amend this Agreement at any time. Before we amend this Agreement, we will send you notice of the amendment and we will publish the proposed amendment on our website. If the amendment is unacceptable, you may terminate your access account. If you continue to use High Speed after the amendment becomes effective, you will be conclusively deemed to have accepted the amendment. 1 YOUR ACCOUNT 1.1 You are atleast 19 years of age. 1.2 You are responsible for all use of your account, by anyone, unless it can be conclusively proven, to the satisfaction of Northwestel, to have been an unauthorized intrusion. This means that you are expected to take reasonable security precautions to protect your computer and control access to it. 2 PAYMENT 2.1 You agree to pay a monthly service fee according to Northwestel s pricing schedule, and all applicable federal, territorial and local taxes upon your receipt of a bill from Northwestel. The monthly service fee allows for a limited amount of data transfer and additional usage charges may be applied (see paragraphs 8.1. below). Northwestel s current pricing schedule is available at nwtel.ca or by calling If payment is not received by the end of the current month, late payment charges may be charged at Northwestel s then current rate and/or your account may be terminated and you will be subject to additional connection charges to re-establish your account. 2.2 Termination does not remove your responsibility under this Agreement to pay all charges incurred up to the date of termination. 3 SERVICE LIMITATIONS 3.1 Northwestel s High Speed does not guarantee throughput on your individual Internet access line, on a local basis or between the user and any server on the Internet. 3.2 High Speed service is subject to your equipment satisfying standards of transmission and supporting communications protocols required for access to the Internet through the existing High Speed service equipment and facilities. 3.3 You are not permitted to operate any servers, including , web, news or other similar servers through High Speed unless specifically authorized by Northwestel. 3.4 Northwestel s High Speed cannot guarantee that all current or future Internet applications can or will be supported. 3.5 Any unauthorized attachments to the Equipment or interfering or tampering 25

30 with the Equipment or unauthorized use of the Equipment are prohibited and may constitute theft under the Criminal Code of Canada. 4 SERVICE INSTALLATION 4.1 The standard installation of Northwestel s High Speed includes: The standard installation of Northwestel s High Speed includes: 4.2 Additional charges may apply when it is necessary for Northwestel to install special equipment or to incur an unusual expense to establish High Speed service. 4.3 If reinstallation of hardware or software is required at your location, it will be provided to you for a charge no greater than the normal installation charge. Only the standard installation service will be provided, except for software upgrades deemed necessary by Northwestel. 4.4 All site visits will be assessed a minimum charge as it relates to moves, changes, rearrangements or re-installations of High Speed unless otherwise specified. 5 NORTHWESTEL PROPERTY 5.1 The High Speed modem and its associated components are provided for your use as part of Northwestel s High Speed service and remain the property of Northwestel. 5.2 A modem replacement charge will be levied for lost or damaged hardware. 5.3 IP addresses may be installed in your hardware or software for the duration of your service with High Speed. These addresses are NOT portable and remain the property of Northwestel. 5.4 Northwestel reserves the right to change IP addressing schemes. 5.5 You agree to grant Northwestel and its employees or agents access to Northwestel equipment on your premises at a reasonable and mutually agreeable time in order to install, inspect, repair, remove or relocate your High Speed modem. Except in cases where the modem has been damaged by you or you have requested a relocation, work performed on the modems will be at Northwestel s expense. 6 CUSTOMER SOFTWARE AND HARDWARE 6.1 You must supply a computer system suitable for maintaining a connection on Northwestel s High Speed. Northwestel will publish minimum hardware and software requirements from time to time. Northwestel s current minimum hardware and software requirements are available at nwtel.ca or by calling Minimum system requirements may change without notice. 6.2 You acknowledge and agree that you are responsible for the installation, operation and maintenance of any and all software and/or hardware required to connect to Northwestel s High Speed service. 6.3 You agree to provide Northwestel or its designate with access to any such software and/or hardware as reasonably required. 6.4 Northwestel is not responsible for any damage to or loss of data or software from your computer while installing or maintaining High Speed service. 6.5 Northwestel s High Speed must be connected to a suitable Ethernet Network Interface Card (NIC) at your premises. If you are providing the NIC, it must be installed as appropriate prior to installation of High Speed. 6.6 Northwestel will provide support only for Northwestel High Speed components. Northwestel will not provide support to components of your computer or network, including hardware, software or configuration settings beyond what is required for initial setup. 26

31 7 CONTENT WARNING 7.1 You agree that you are aware that Northwestel s High Speed allows access to content that is for mature audiences only and which you may find offensive. You acknowledge that it is your responsibility to limit access to this content if you choose to do so by undertaking appropriate screening and security measures. 8 USE OF THE NORTHWESTEL S HIGH SPEED SERVICE 8.1 You agree to pay a monthly service fee according to Northwestel s pricing schedule and all applicable federal, territorial and local taxes upon your receipt of a bill from Northwestel. The monthly service fee allows for a limited amount of data transfer and additional usage charges may be applied, depending on the type of service you select. Northwestel s current pricing schedule is available at nwtel.ca or by calling High Speed service may be used only for lawful purposes. You agree not to: Yuse the service for commercial purposes, including, but not limited to web hosting, commercial hosting, commercial FTP sites, or advertising unless specifically authorized by Northwestel. Northwestel has the right to limit peer to peer applications in our network; transmit or link to any communication where the meaning of the message, or its transmission or distribution, would violate any applicable law or regulations, including those which deal with obscene communications, or its transmission is for the purpose of making an annoying or offensive communication to any other person; engage in an unsolicited mass distribution of any message; upload, publish, deface, modify or distribute any information, software or material which is protected by copyright or other legal protection without obtaining permission of the copyright owner or rights holder; disrupt or interfere with Northwestel s High Speed service or any service of any other Internet access provider; engage in any activity that could in the opinion of Northwestel significantly compromise or degrade network performance on High Speed or affect the ability of others to use the service, including but not limited to dissemination of viruses and other harmful or unsolicited code and generating levels of traffic sufficient to impede the ability of other users to send or retrieve information; engage in any activity that could compromise the security of High Speed or the security of other computers on the Internet; and share, resell, or provide, as part of any commercial transaction, High Speed to any third party. 8.3 You agree to comply with such policies respecting permitted use of High Speed. 8.4 You acknowledge that all other persons using High Speed through your connection must abide by the terms of this agreement and that you have the sole responsibility to ensure that such other users understand and comply with these Terms and onditions. You further acknowledge that you are solely responsible and liable for any breaches of the terms and conditions of this agreement regardless of who was using the computer when the breach occurred. 9 NO WARRANTY - LIMITATION OF LIABILITY 9.1 You expressly acknowledge and agree that all use of the high speed service is at the user s own risk. We make no warranties or representations of any kind for the services that are being provided. Northwestel 27

32 explicitly disclaims any warranty of merchantability or fitness for any purpose whatsoever. 9.2 Network performance and connectivity is not guaranteed. Northwestel will use commercially reasonable efforts to ensure that those portions of High Speed over which Northwestel has direct control are functioning properly. 9.3 We are not responsible for any loss you suffer, or any party claiming through or under you, as a result of using High Speed including, but not limited to: the performance of the local network or of the Internet; the content or accuracy of any information or data, including any software viewed, downloaded, or transmitted to or from the Internet; loss resulting from the viewing, downloading, purchasing or by any other means acquiring, any material, product or service accessible through the Internet, even if you were not aware that any such loss would be incurred; loss resulting from delays, computer viruses or interruption of service, regardless of cause; and any losses or damages, including losses or damages to your equipment, facilities or software, arising from mistakes, omissions, interruptions, delays, errors, non- delivery, incorrect delivery, viruses, or defects in the transmission of information or data on the Internet. 9.4 Notwithstanding the limitations of liability in this Agreement, in the event that Northwestel is found liable in a court of law for any action or lack of action related to any use of High Speed from your account, you agree that our liability is limited to a maximum of $ Should your computer hardware be damaged through Northwestel s error or negligence, we agree to pay for repair or replacement of damaged components up to a maximum of $ , provided the damage is reported to us in writing within three (3) days of the date of damage. We will not be liable for any damage to, or loss or destruction of, any software, files or data. 10 INDEMNITY 10.1 You agree to indemnify and hold harmless Northwestel, its parent corporation, affiliate corporations, all of its officers, directors, agents, employees and shareholders, from all claims and expenses, including legal fees, which result from the use, by anyone, of your High Speed account, without limitation. 11 COMPLIANCE MEASURES 11.1 Northwestel reserves the right, without obligation, to monitor any and all communications and activity through or with High Speed to ensure adherence to the terms and conditions of this Agreement You agree that High Speed is not to be considered a secure communications medium and that no expectation of privacy is afforded In the event that Northwestel receives a complaint, Northwestel will investigate the complaint and, in its sole discretion, may suspend or terminate the account(s) involved and/or may remove the material from its servers. Customers involved or affected will be notified of this proceeding. Northwestel reserves the right to release customer information to comply with an investigation into any activity, which may violate these terms, and may report such activities to the appropriate authorities Northwestel reserves the right to prohibit, remove, restrict and/or block access to any content or Internet capability, including any World Wide Web pages, Usenet newsgroup and/or IRC channel, at any time for any reason, including those which contain: 28

33 hyperlinks to material Northwestel deems inappropriate; material which promotes or induces illegal activity; and material that violates copyright laws or whose ownership is questionable. 12 TERMINTATION 12.1 You may stop using High Speed at any time and terminate your account by calling Northwestel may suspend or restrict your account and/or terminate this Agreement, at any time, if: the operations or efficiency of Northwestel s High Speed service is impaired by the use from your account; any billed amount is past due from you to Northwestel; or there has been or is any breach of any term or condition of this Agreement You are responsible to pay all fees up to the date of termination Immediately upon notice of termination, you agree to return all equipment provided to you by Northwestel to a Northwestel approved payment agent within five days. If you do not return the equipment, or it is returned damaged or unusable, you agree to pay replacement or repair costs plus applicable taxes and to have your account adjusted accordingly Your account will be terminated and closed only after all Northwestel-owned equipment has been returned and your account has been adjusted accordingly. 13 SERVICE CHANGES 13.1 Northwestel reserves the right to change your northwestel.net ID or make other changes to this Agreement or any aspect of High Speed as service, network or policy issues require. Northwestel will exercise commercially reasonable efforts to inform you prior to making any changes Northwestel may discontinue any or all classes of service at its discretion. Should Northwestel exercise this right, you will receive a pro-rated refund. 14 GENERAL 14.1 The failure of Northwestel to insist upon or enforce strict performance of any provision of this Agreement shall not be construed as a waiver of any provision or right. Neither the course of conduct between the parties nor trade practice shall act to modify any provision of this Agreement. In the event that any portion of this Agreement is held to be invalid or unenforceable, the invalid or unenforceable portion shall be construed in accordance with applicable law as nearly as possible to reflect the original intention of the parties, and the remainder of this Agreement shall remain in full force and effect This Agreement shall be governed by and construed in accordance with the laws of the Yukon Territory Any actions against Northwestel in connection with High Speed service must be commenced within one year after the claim or cause of action arose, or it shall be barred Northwestel may assign its rights and obligations under this Agreement without your prior written consent. You may not assign this Agreement For the purpose of submitting inquiries or notices regarding this agreement, you agree to contact us by written notice to: Internet Manager, Northwestel Inc., PO Box 2727, Whitehorse, YT, Y1A 4Y4. 29

34 Notes 30

35 High Speed account information My My username: My password: My 4-digit PIN: Account (located in the top right hand corner of your phone bill) Customer Care Centre: The PIN below allows customers to log in to the Manage Your Account section of the Northwestel website. Manage Your Account allows you to check your Internet Usage and manage your personal settings. your PIN: With this PIN and your Northwestel account number, you can check your High Speed usage online by logging in at:

36 nwtel.ca/internet