INTERNET ENJOY EXPLORING BETTER

Transcription

1 INTERNET ENJOY EXPLORING BETTER 1

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3 Table Of Contents 4 Welcome to Oceanic Time Warner Cable Internet 5 Computer minimum system requirements for using Oceanic Time Warner Cable Internet 6 TWC Central Wireless Home Networking 7 Communication Tools 8 Internet Security Tools Parental Controls 9 Support 10 Trouble Shooting Basics 12 Quick Reference Pages 14 Frequently Asked Questions 16 Internet Easy Connect Instructions MyServices MyServices is your gateway to TWC TV, DVR Manager, Voic to Text and more! We are making it easy for you to: Watch TV at home using the TWC TV app for Apple and Android smartphones and tablets or through TWCTV.com on your computer. Set up your DVR remotely with DVR Manager. Get access to HBO GO, MAX GO, Starz Play, Encore Play and WatchESPN anywhere through the Internet. Manage your Home Phone Voic and settings, including Caller ID on PC, Call Blocking, Selective Call Handling and more. Review your Home Phone call history. Go to and register for MyServices. To register, all you need is your 12-digit account number and customer code located on your bill statement. Then create a new user name and password to access MyServices Time Warner Cable Enterprises LLC. All Rights Reserved. 3

4 Welcome To Oceanic Time Warner Cable (TWC) Internet Thank you for choosing Oceanic Time Warner Cable for your Internet needs. With our blazing-fast speed, reliable online connection, innovative features and around-the-clock technical support, you re bound to be amazed. Oceanic TWC Internet is delivered over an advanced fiber-optic network, not your phone line, so you ll never have to worry about waiting for a connection because it s always there. Plus, Oceanic TWC s speeds zoom past DSL and dial-up, so downloads take seconds, not minutes. Oceanic TWC s connection gives you blazing-fast speed. Get ready to experience the difference! Here are some of the amazing extras you get: Web Mail Send and receive s with enhanced service from any computer with an Internet connection. Accounts Get up to 25 accounts (see page 9) for everyone in the family.* Security Center Enjoy anti-virus, anti-spyware and anti-malware protection to keep your computer clean and safe, included for no extra charge. Parental Controls Keep your family protected while they re online with parental controls, included for no extra charge. Blazing Speeds Upgrade to Turbo Internet for speeds up to 20 Mbps. To go even faster, Extreme Internet gives you downloads of up to 30 Mbps and uploads of up to 5 Mbps. And Ultimate Internet is the fastest speed ever in Hawaii with download speeds of up to 50 Mbps and upload speeds of up to 5 Mbps. *Service not available in all areas. Up to 5GB storage is available with Turbo level service. Standard service includes up to 2GB of storage, and Lite service includes up to 100MB. Turbo level service includes up to 25 subaccounts. Standard service includes up to 10 subaccounts, and Lite service includes up to 5 subaccounts. All rights reserved. Oceanic TWC Internet required with Turbo/Extreme/Ultimate. 4

5 Computer Minimum System Requirements PC OPERATING SYSTEM Windows XP Windows Vista Windows 7 (32 bit versions only) PROCESSOR Pentium-class (or equivalent) 450 MHz (800 MHz or greater recommended) MEMORY (RAM) 128 MB (256 MB recommended) FREE HARD-DRIVE SPACE 300 MB (500 MB recommended) NETWORKING CAPABILITY Ethernet card with RJ45 connector or open USB port BROWSER Internet Explorer 7.x / 8.x Firefox 15.x OTHER CD/DVD drive required Sound card and speakers recommended MACINTOSH OPERATING SYSTEM OS X 10.5 (Leopard) OSX 10.6 (Snow Leopard) OS X 10.7 (Lion) OSX 10.8 (Mountain Lion) PROCESSOR G3 or higher, or Intel Processor MEMORY (RAM) 256 MB or higher FREE HARD-DRIVE SPACE 300 MB (500 MB recommended) NETWORKING CAPABILITY Ethernet card with RJ45 connector BROWSER Safari 3.x / 4.x Firefox 15.x OTHER Sound card and speakers recommended Notes Oceanic TWC Internet supports Firefox on a best-effort basis. Oceanic TWC Internet will provide support for earlier releases of Windows and Macintosh (10.0 and higher) on a best-effort basis only and cannot guarantee optimal performance. Please note that your computer system, as well as certain broadband services, may require resources beyond Oceanic TWC s minimum standards. All services may not be available depending on browser/operating system in use. 5

6 TWC Central twccentral.com has something for everyone! Find everything from travel information to news updates, exclusive offers, plus the best online entertainment for those of all ages. See what s available to you at twccentral.com: SKIMIT Be in the know with article clips covering entertainment, politics, sports and more! NEWS Get the latest news headlines, plus links to Finance, Stocks and Weather. ENTERTAINMENT Get the latest scoop on movies, the music scene and your favorite stars. TV TV made easy! Get TV listings, find shows by genre and more. SPORTS Access commentary, blogs, scores and everything else related to sports. LIVING Enjoy topics such as Travel, Personal Finance and much more. SHOPPING Find the best deals online with comparison shopping, and access exclusive money-saving offers! GAMES For the game lovers out there, this feature will provide hours of fun. Many games are included at no extra charge, while others are a small fee. VIDEO Watch videos about current events, entertainment, sports, politics, health and much more. Wireless Home Networking From Oceanic Time Warner Cable Now it s possible for everyone in your home to be online at the same time! You don t have to worry about buying Internet access for multiple computers, or the whole family sharing one. With Wireless Home Networking, get blazing-fast connection for the whole house at a low monthly price. What is Wireless Home Networking? Connect multiple computers to the Internet with a wireless router. Protect your computers and personal information an advanced intelligent firewall is built right into the network. No expensive equipment to buy you won t have to pay for separate connections for each computer in your home. We ll install it for you quick, easy setup by professionally trained Oceanic Time Warner Cable technicians using your existing cable. Oceanic Time Warner Cable Internet required for this service. Wired versions available in some areas. Additional equipment, such as wireless cards, may be required. Not all Oceanic TWC products and services are available to customers using the Microsoft Windows Vista operating system. Windows Vista is either a registered trademark or trademark of Microsoft Corporation in the United States and/or other countries Time Warner Enterprises LLC. All rights reserved. All other corporate brands and logos are trademarks or registered trademarks of their respective companies. 6

7 Communication Tools Your Internet service comes with one master address which can be easily configured to support several more. A master account was established as part of your sign-up process. It includes one address with a user name and password. The master account holder can create subaccounts for other users by visiting selfcare.rr.com and clicking Add/Delete User under Manage Your Services. With an expanded mailbox storage of up to 5 GB*, you can: Easily import and store up to 1,000 address book entries. Utilize extra room for names, addresses, IM names and birthdays. For further information on how to configure and use multiple subaccounts with Microsoft Outlook, or to get the specific server settings for your program, please visit twcc.com and click the Support link. Then click the Internet tab. Web Mail Get wherever you go! Thanks to Web Mail, you can access your anywhere. All you need is a computer with an Internet connection via your Web browser. You can access Web Mail by typing webmail.hawaii.rr.com. Once you re logged in, the Web Mail application will alert you to new messages as they are received. Web Mail Offers Easy Web Mail access from any computer, anywhere, with Internet access. Keep in touch with family and friends with multiple accounts (up to 25). Set vacation messages and mail forwarding for when you are away. Complete family protection with secure features. Easily monitor usage for all subaccounts. Create filters to protect your children from harmful, unwanted s. New options give you more power. Updated service allows you to receive return receipts and use mail forwarding. Make messaging easy with junk-mail handling, message blocking, message filters and mailbox administration. Free TWC WiFi Hotspots Access to FREE WiFi Hotspots for Oceanic Time Warner Cable customers continues to expand! Sign in to MyServices with your user name and password for free Wireless Internet access. Visit coverage.twcwifi.com to find your preferred location. Or download the free WiFi Finder app to your tablet or smartphone. WiFi Finder is available from Google Play and itunes App Store. For technical assistance, please call WiFi service available with Standard Internet service or higher. *Service not available in all service areas. Up to 5GB storage is available with Turbo-level service. Standard service includes up to 2GB of storage, and Lite service includes up to 100MB. Turbo-level service includes up to 25 subaccounts. Standard service includes up to 10 subaccounts, and Lite service includes up to 5 subaccounts. 7

8 Internet Security Tools Comprehensive Security Tools Oceanic Time Warner Cable wants customers to have a safe and secure online experience. McAfee AntiVirus protects customers from all types of malware (malicious software), such as Viruses, Worms, and Spyware. McAfee AntiVirus offers: Real time protection by monitoring for behavior typical of malware Scans for malware and removes it before installing The ability to schedule automated scans to keep computers free of malware The security software can be downloaded from twcc.com. Click on the Support link and click on Internet >, then choose Internet Security. Parental Controls Parental Controls are included as a feature of McAfee Family Protection. It is an easy-to-use parental control solution that allows you to monitor or restrict access to websites that you feel may be inappropriate for your children. It s included at no extra charge for all Oceanic TWC Internet customers. McAfee Family Protection allows parents to: Block objectionable web content Limit the time children can access the Internet Block contact with strangers Filter TV and movies by rating Block explicit music on itunes Block objectionable YouTube videos Generate reports on Internet and Instant Messaging activity The parental control software can be downloaded from twcc.com. Click on the Support link and click on Internet >, then choose Parental Controls Support. McAfee is compatible only with Windows operating systems. Security software is currently not available for Macintosh computers. McAfee AntiVirus and Family Protection must be downloaded on Oceanic TWC Internet and registration is required. Terms and conditions of this offer are subject to change at the discretion of Oceanic TWC and/or McAfee at any time. Not all Oceanic TWC products and services are available to customers using the Microsoft Windows Vista operating system. McAfee must be downloaded on Oceanic TWC service. Software not available for Macintosh operating systems. Terms and conditions of this offer are subject to change at the discretion of Oceanic TWC at any time. 8

9 Support Oceanic Time Warner Cable provides 24/7 local customer support online and over the phone, as well as a number of other online support systems. You can access customer support at twcc.com and click on the Support link. Or call to assist you with any Internet concerns that may arise. To access these support tools, go to twcc.com amd click on the Support link. Live Chat Support Chat online one-on-one with a Technical Support specialist any time of the day to get answers to any technical questions. Telephone Technical Support Call us at to receive technical assistance and support. How-To Videos Watch interactive, step-by-step tutorials to learn how to set up your Internet connection and more. FAQs Find answers to many of your Internet questions and concerns by reading our list of Frequently Asked Questions. EarthLink Features You will receive a Welcome Kit in the mail directly from EarthLink, which will provide you with information on the included features. Subscription to Oceanic TWC Internet service is required. 9

10 Trouble Shooting Basics Connection Results Typically, assuming all connections are properly set, the lights on the front of the cable modem will go through a series of actions, and different lights will flash while the final connection is being established. Once connected, lights will illuminate, indicating that your connection is functioning properly. For general information on the functions of your cable modem lights, use the Lights/ Indication table below to help identify these functions. Also, please use the list of Troubleshooting Basics to assist with troubleshooting. Note that the names and colors of your lights may vary, but the principles are common to most cable modems. You may also refer to the cable modem manufacturer s instruction book or owner s manual for the exact function of each light and other specific information. Your cable modem should operate continuously without maintenance. You may leave the cable modem on even when you turn off your computer. If you experience problems, please call Check Coaxial Cable at the Modem and the Outlet If the connection on your coaxial cable becomes loose at either your modem or the cable outlet, you will not be able to send or receive data. Secure the connection. Check Ethernet or USB Cable Connections If your ethernet cable or USB cable becomes loose at either your modem or your computer, you will not be able to send or receive data. Secure the connection. LIGHTS Power Cable or Online PC or Link Data or Activity Test INDICATION Steady green means modem is on. Steady green usually means modem is connected to the cable Internet network. Usually flashes during initial synchronization. No light means there is no cable connection (call support for assistance). Steady green means connection to computer is working. No light means the computer is turned off or not connected. Some modems do not have this light or its equivalent. Flashing or blinking green means data is flowing through the modem. Some modems have a separate light (RD or RX, for example) that indicates when your modem is receiving data, as well as a light (TD, TX or SD, for example) that indicates when your modem is transmitting data. Normally off. May flash during initial self-test or software downloading. Steady light usually indicates some failure of the modem or the network. 10

11 Confirm the Cable Signal Confirm that your cable signal is active. If you have cable television service, confirm that you are receiving the signal and that the channels are clear. Power Cycle your Modem Given that your modem is always on, normal occurrences such as power interruptions, network maintenance or electrical storms can cause its memory to collect errors. Over 90% of the time, power cycling your modem can clear these errors and restore your connection. Should you experience connection problems, simply unplug your cable modem, wait 30 to 45 seconds, plug it back in and reboot your computer when the lights on your cable modem are solid. Some modems have a battery backup. Unplugging and plugging will not reset them. Look for a reset button on the back of the modem and use it instead. Some cable modems have an on/off switch, so make sure the on/off switch is on or the standby switch is off. If you still have problems, please call Oceanic Time Warner Cable at NOTE: Only modems leased from or provided by Oceanic Time Warner Cable will be repaired by OTWC. The repair of all other modems will be the responsibility of the owner. 11

12 Quick Reference Page These pages offer handy quick tips on self-help and security. We hope you ll enjoy everything that you learn and discover through your Internet connection. What to do if you have connectivity issues Because your cable modem is always on, normal occurrences such as power interruptions, network maintenance or electrical storms can cause its memory to collect errors. Over 90% of the time, power cycling your cable modem can clear these errors and restore your connection. So try this before you call for help: 1. Turn your computer off. 2. Locate the black power cord on the back of your cable modem and unplug it from the electrical outlet. 3. Wait 30 to 45 seconds. 4. Plug the power cord back in. 5. The lights on the cable modem will flash for a few minutes as it connects to the Oceanic TWC network. 6. When the cable/online light glows solidly, turn on your computer. 7. That s it! Your connection should be restored. Please refer to page for Troubleshooting Basics. What to do if you forget your password In many cases, when you forget your password you can reset it yourself at help.rr.com. All you need is your complete address and cable modem ID the 12 digit alphanumeric address printed on a sticker on the bottom or back of your cable modem. Just go to twcc.com. Click the Support link, then click Internet >. Click on Reset Password and follow the on-screen instructions. Please refer to page 8 for Internet Security Tools. Security software is not currently available for Macintosh computers. Security software must be downloaded on Oceanic TWC Internet and registration is required. Terms and conditions of this offer are subject to change at the discretion of Oceanic TWC and/or McAfee at any time. Not all Oceanic TWC products and services are available to customers using the Microsoft Windows Vista operating system. 12

13 Security Precautions General Operating Guidelines Be sure to install McAFee AntiVirus and McAfee Family Protection which are offered with your Oceanic TWC subscription for no extra cost! Download the McAfee Software from twcc.com, Support link, click on Internet >, then click on Internet Security. Disable File and Print Sharing on your computer unless you are on a home network. Don t open attachments or download files from sources you don t know. Don t run Web, FTP or other servers on your computer. Keep all security patches and fixes current for your particular computer s operating system. Don t run servers on your computer that allow access to untrustworthy users on the Internet. These services include mail and game servers. Please refer to page 8 for Internet Security Tools. Support Problems? Questions? Concerns? Help is available 24 hours a day every day! Go to twcc.com and click the Support link to get the help you need. 13

14 Frequently Asked Questions In addition to the solutions shown below, you can find answers to many common issues online at twcc.com. Just click the Support link. I can t connect to the Internet. If you are unable to connect to the Internet at all; first, check that your Digital TV services are working. If your Digital TV is OK, or if you don t have Digital TV, try these steps to resolve your issue. If multiple computers are connected, reboot your (wireless) router by unplugging the AC power cord for approximately 10 seconds. Check the wiring behind the cable modem and verify that everything is connected properly and that all connections are secure. Reboot the cable modem by unplugging the AC power cord for approximately 10 seconds. Restart the computer and verify that connectivity has been restored. If the problem is not resolved, call us at for further assistance. How do I create a new Oceanic TWC address? You will first need the pre-assigned Master address and password. Then, find instructions to Create New Sub User at twcc.com. 1. Click the Support link 2. Click Internet > 3. Click Setup 4. Click TWC Mail Step by Step 5. Click Manage TWC Mail 6. Click Create a new sub user. How do I access my Oceanic TWC ? Go online to webmail.hawaii.rr.com. Sign in with your address and password. If you would prefer to check your through another client, such as Outlook Express, refer to twcc.com. 1. Click the Support link 2. Click Internet > 3. Click Setup 4. Click TWC Mail Step by Step 5. Click Client Setup 14

15 How do I reset or change my password? Go to twcc.com. 1. Click the Support link 2. Click Internet > 3. Under Need Help?, click the Reset Your Password link My doesn t work. If you cannot access oceanic.com and you need help with your , Oceanic TWC Internet users can call the Oceanic TWC Internet Help Desk at EarthLink users can call the EarthLink Help Desk at EARTHLINK. 15

16 Internet Easy Connect Instruction Guide Online tutorial available at: Verify you received the following: Cable Modem Includes Power Adapter, Ethernet and/or USB cable. Coaxial Cable IMPortant Note: If you are connecting multiple computers using a store-bought router*, please refer to your equipment manufacturer s user guide for installation instructions. Once the router is hooked up, reboot the cable modem by unplugging the power for 10 seconds to establish connectivity. HOW TO SPLIT A TV CABLE LINE *Oceanic Time Warner Cable will provide support for only the equipment issued to you. 16

17 STEP 1 STEP 2 STEP 3 STEP 4 Turn-off your computer (shut down). Unpack the cable modem and place it within 2 feet of the computer. Connect the coaxial cable. One end of the included coaxial cable should be attached to the cable connector on the back of the modem (D). Attach the other end to an active cable outlet within the same room. If the active outlet or cable line is already in use (e.g., connected to a TV or cable box), connect the other end to the splitter that should be installed within the same room (see diagram at left). Connect the ethernet cable. Connect the included ethernet cable to the ethernet port (B) on the back of the modem. Attach the other end to the ethernet port (E) on the back of your computer (see diagram at left). Alternate Connection: If your computer is running Windows XP and does not have a working ethernet port, you may perform a USB installation, instead. Ensure that the ethernet port is disconnected & call Technical Support at for assistance with the USB driver installation. STEP 5 Connect the modem power adapter. Connect the power adapter (A) to the back of the modem and to an electrical outlet or power strip. It is recommended that a surge protector be used to protect the modem equipment and other electronic devices. The surge protector should be plugged into a grounded 110V AC outlet. Modem Lights: Wait 2-5 minutes and check the lights on the front of the modem. The power and cable lights should be solid. (Modems without a cable light should have a solid online light.) If the cable (or online) light remains blinking longer than 5 minutes, check and secure the coaxial cable line connections (D) on the back of the modem and at the wall outlet (and splitter, if used), or call for further assistance. STEP 6 STEP 7 Turn the computer on and launch your web browser (i.e. Internet Explorer or Safari) to connect to the Internet. Visit twcc.com for access to Web Mail, News, Entertainment, TV Listings and more. Other Internet Service Providers: Insert applicable software and/or follow the instructions to complete installation, as needed. 17

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