Internet Service Business USER GUIDE VERSION 2.182016
1 Table of Contents Welcome to Point to Point Broadband!... 2 Disclaimer. 2 Billing. 2 Understanding Your First Bill 2 Customer Self Care... 2 Getting Started Connecting Your Computer 3 Troubleshooting Your Connection.. 4 Troubleshooting Speed Issues.. 6 GB Transfer Fair Usage Policy... 7 Traffic Management Policy....8
2 Welcome to Point to Point Broadband High-Speed Internet! This User Guide provides the information needed to use and troubleshoot your Point to Point Broadband Internet service. This Guide will: Give an introduction to Point to Point Broadband Internet Service. Provide information on billing and Account Management. Show you how to set up your email account in Outlook, Outlook Express and Thunderbird. Show you how to troubleshoot potential connection problems. Point to Point Broadband will continually evolve to bring you the latest and best tools, software, technology and features. While this guide is good to get you started, we suggest you check the online resources listed in this guide to help you stay up to date. Disclaimer This User Guide was designed to help you use and troubleshoot the Point to Point Broadband Internet Service. We have made a concerted effort to ensure the accuracy of the contents of this guide; however, you acknowledge and agree that Point to Point Broadband is not liable or responsible to you or any third party for the User Guide or your use of the User Guide. No security program is 100% effective; not all viruses and spyware can be detected and/or removed. Please remember there are risks associated with activities such as downloading and sending attachments through e-mail, using external computer disks and drives and installing programs from questionable sources on your computer. Point to Point Broadband is not responsible for your decision to undertake these activities. If you have any comments or suggestions concerning this User Guide, please e-mail them to support@ptpbroadband.com. Billing Your billing begins upon activation of your service. Monthly payment will be processed by pre-authorized payment (PAP) or credit card and it is your responsibility to notify us of any banking changes. Bank changes include (but are not limited to credit card expirations, credit card number changes or bank account changes). Should your payment be declined for any reason, you are responsible for paying a $25 NSF fee or any charges incurred from the bank (whichever are higher). Understanding your first bill Please note that your first bill may be higher than expected. Since your services are billed one month in advance, your first statement may include charges for both a partial month (the month you activated), a full month (your first full month of service) and your installation. Customer Self Care On our website you can access a form to update your address, add email addresses and more. Please visit www.ptpbroadband.com for more information. Also, by logging into your customer portal located at https://portal.ptpbroadband.com/ you can do the following:
3 check your data usage run a speed test update the MAC address of your router update your contact information change your password for the customer portal open a trouble ticket with Technical Support Getting Started - Connecting Your Computer to the Internet Once Point to Point Broadband has been to your location and installed our Module on the outside of your residence or business you are ready to plug the service into your router. We have installed a lightening arrestor and plugged in the black Cat 5 cable that goes to our Module outside.* The light blue Cat 5 cable will plug into your router. The green wire is a ground wire. See Figure 1. This device is our Demarcation Location. *Not all connections have a lightening arrestor You must have a router to plug into our connection. Your computer(s) then plug into the router. The router is not provided by Point to Point and programming the router is your responsibility. Please consult your router manual or manufacturer s web site for their tech support solutions. Figure 1
4 A Power over Ethernet power supply provides the power to the Module. See Figure 2. (Depending on the type of antenna you have, your Power over Ethernet adapter may look like one of the adapters below) Figure 2 Plug the Cat 5 into a router s WAN or Internet port and then plug your computer(s) into the router s LAN port(s). If you have any questions about your internal setup, please contact your computer technician or router manufacturer s manual. Please note: Point to Point Broadband is responsible for the connection to our Demarcation Location. Any connections after the Demarcation are the responsibility of the customer. Troubleshooting your Internet Connection If you are unable to surf the Internet please follow the steps listed below before calling for technical support. If you are able to surf the Internet but are unable to get your email and/or you are receiving email errors when checking for mail, please double check your email settings by referring to the appropriate section of this guide. The following trouble shooting suggestions assume that you have a router and that your computer is plugged directly into the router and the router is plugged directly into our connection. The WAN or Internet port on the router should be set to DHCP (Automatic). Provided that we have the MAC address of your router in our system you should be able to get online. If you change your router out at any time or if you wish to rule out any router issues by bypassing the router, please contact Point to Point technical support so we can update our system with the MAC address of the device you are trying to connect with so it will allow you to get online Once again, Point to Point tech support cannot assist you with programming your router. You will need to consult the documentation that came with your router. If you have no Internet connectivity 1. Reboot your computer, router and our module (one at a time). Our module is plugged in with a power supply. It will look like one of the Power Over Ethernet adapters pictured in Figure 2 above. Unplug the module for 30 seconds and then plug it back in. Once all devices have rebooted (this can take up to a couple of minutes) try to surf the Internet again. If the Internet is still not working then continue with the next trouble shooting steps.
5 2. At your computer open up a Command Prompt by clicking on Start then Run and typing cmd into the box labeled Open You will see a box open similar to the one below. Figure 3 3. Then type ipconfig /all and press ENTER. You will see a box similar to the one below. Figure 4 4. You should see your network adapter listed. In the example above the Ethernet adapter Local Area Connection: is a Broadcom NetXtreme 57xx Gigabit Controller. Yours may be different; however, you should see one listed. 5. Your IP address should start with 192.168.xxx.xxx* (The xxx is your unique computer number). Your subnet mask should be 255.255.255.0 and your default gateway should be 192.168.xxx.xxx. If any of these pieces of information are not correct or none are listed please confirm your computer settings by following the instructions in this guide to Setting up TCP/IP on page 4. *Typical of most routers, however your IP address may be different, depending on how you or your IT staff programmed it 6. After confirmation that your TCP/IP is setup correctly please repeat steps 1 through 4 to confirm that the information appears as in the example above. If it does not appear please call Technical Support. If it does appear then please try to surf the Internet.
6 Troubleshooting Speed Issues If you are experiencing speed issues, please check to see which devices and how many of them are using the internet. Your Internet speed can vary based on many factors such as the servers you are connecting with, the performance of your computer and how many devices are sharing your connection in your home. To run a speed test, simply browse to http://speedtest.ptpbroadband.com and click on 'Begin Test'. Please note that in order to get an accurate reading of the speeds available to you, you must stop all other internet activity before and while running the speed test. Another factor could be wireless interference. If there are other wireless electronic devices (for example: cordless phones or baby monitors) within a foot from your modem, move them further away. Check to see what s running on your computers and devices. Are any computers or devices video streaming, running a file sharing program (for example, Bit Torrent or FrostWire)? Are any updates running (for example Windows, Anti-virus or program updates)? Close all of the programs and stop all of the updates and test your speed again. Reboot your computer, router and our module (one at a time). Our module is plugged in with a power supply (refer to Figure 2 on page 4 of this guide). Unplug the power to the module for a minimum of 30 seconds and then plug it back in. Once all devices have rebooted (this can take up to a couple of minutes) run another speed test. Spyware is software that gathers information through your internet connection, often without your knowledge or consent. If you have any spyware on your computer, it can slow down your connection speeds. Use security software (such as Malwarebytes) to scan your computer for Spyware and remove it. Note: Repeat this scanning and removal on a regular basis. Optimize your cache or temporary Internet files. These files improve your Internet connection performance by not downloading the same file/webpage over and over again. However over time they can get full and your computer spends too long looking to see if it has been to a page before. In Internet Explorer this can be found under Tools (you may have to press ALT) -> Internet Options -> Browsing history -> Delete. In Firefox, click on Tools (at the top) -> clear private Data. In Safari, click on the gear on the top right -> reset Safari and check off clear history.
7 Account Summary For later use, we recommend that you record your account information so that you can have it at hand should you need to troubleshoot your email or call us. Customer Number (on invoice) Primary Email Address Technical Support Number: Customer Portal 705/888-730-1362 https://portal.ptpbroadband.com Website Address for troubleshooting: www.ptpbroadband.com Incoming Mail Server: mail.simcoemail.com Incoming Mail Server Type: POP3 or IMAP Outgoing Mail Server: smtp.simcoemail.com Internet-Broadband Services Fair Usage Reminder In order to ensure that you have the most reliable and cost effective Internet package. We are reminding all of our customers of the gig/data transfer rates that are associated with each package. The purpose of gig/data transfer is to ensure the Internet is available when you need it and that heavy users are paying for their appropriate usage. Examples of the existing packages are: $49.99, residential package, 50 gig/data transfer rate $89.00, upgraded residential package, 200 gig/data transfer rate $119.00, small business package, 300 gig/data transfer rate $149.00, medium business package, 400 gig/data transfer rate $199.00, 4x4 business package, 500 gig/data transfer rate $399.00, large business package, 1000 gig/data transfer rate Point to Point has also created an account whereby you are able to monitor your gig/data transfer usage at your convenience. If you didn t receive an email from us with your login information for the Customer portal when you signed up, please contact us with a valid email address and we will have the system send it to you. Thank you for your attention.
8 Traffic Management Policy Point to Point Broadband offers different Internet packages to choose from, each with different maximum burst speeds and gig transfer rates. The Residential package has burst speeds up to 1.5 mbps. There is a 50 gig transfer rate limit per month. Transfers over the 50 gig limit are billed at a rate of $3.00 per gig. The Upgraded Residential package has burst speeds up to 3 mbps. There is a 200 gig transfer rate limit per month. Transfers over the 200 gig limit are billed at a rate of $3.00 per gig. The Small Business package has burst speeds up to 3 mbps. There is a 300 gig transfer rate limit per month. Transfers over the 300 gig limit are billed at a rate of $3.00 per gig. The Medium Business package has burst speeds up to 5 mbps. There is a 400 gig transfer rate limit per month. Transfers over the 400 gig limit are billed at a rate of $3.00 per gig. The 4x4 Business package has burst speeds up to 4 mbps. There is a 500 gig transfer rate limit per month. Transfers over the 500 gig limit are billed at a rate of $3.00 per gig. The Large Business package has burst speeds up to 10 mbps. There is a 1000 gig transfer rate limit per month. Transfers over the 1000 gig limit are billed at a rate of $3.00 per gig. The system is configured to allow burst speeds up to their package burst limit. During heavy usage the system is designed to drop the user to a lower rate based on consumption. Over time as the usage drops their burst capability is restored. This process is controlled and monitored from our Network Operations Centre. We monitor all customer connections for bandwidth amount usage and this information is kept in our system and used to assist in trouble shooting and for gig transfer rate overages. We monitor all Access Point and Backhaul connections between towers for bandwidth usage. We use this information for troubleshooting as well as for capacity planning. As load grows on Access Points and Backhaul links we are able to track this bandwidth and plan accordingly for network upgrades. Please note that Point to Point Broadband will never ask you for your email password, credit card information or any other personal information via email. Point to Point Support Team Thank You for choosing Point to Point Broadband! 1 For technical support, please call 705-730-1362, 1-888-730-1362 or email support@ptpbroadband.com or for troubleshooting guides, please visit our website at www.ptpbroadband.com