Internet User Guide - Oceanic Time Warner Cable

Internet User Guide - Oceanic Time Warner Cable
INTERNET
ENJOY
EXPLORING
BETTER
1
2
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
9Support
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, Voicemail 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 Voicemail and settings, including Caller ID on PC, Call Blocking, Selective Call Handling and more.
· Review your Home Phone call history.
Go to www.twc.com/myservices 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.
©2013 Time Warner Cable Enterprises LLC. All Rights Reserved.
3
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 emails with enhanced email service from any computer
with an Internet connection.
•
Email Accounts – Get up to 25 email 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.
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Computer Minimum System Requirements
PC
MACINTOSH
OPERATING SYSTEM
Windows XP
Windows Vista
Windows 7
(32 bit versions only)
OPERATING SYSTEM
OS X 10.5 (Leopard)
OSX 10.6 (Snow Leopard)
OS X 10.7 (Lion)
OSX 10.8 (Mountain Lion)
PROCESSOR
Pentium-class (or equivalent) 450 MHz
(800 MHz or greater recommended)
PROCESSOR
G3 or higher, or Intel Processor
MEMORY (RAM)
128 MB
(256 MB recommended)
MEMORY (RAM)
256 MB or higher
FREE HARD-DRIVE SPACE
300 MB
(500 MB recommended)
FREE HARD-DRIVE SPACE
300 MB
(500 MB recommended)
NETWORKING CAPABILITY
Ethernet card with RJ45 connector
or open USB port
NETWORKING CAPABILITY
Ethernet card with RJ45 connector
BROWSER
Internet Explorer 7.x / 8.x
Firefox 15.x
BROWSER
Safari 3.x / 4.x
Firefox 15.x
OTHER
CD/DVD drive required
Sound card and speakers recommended
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
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. ©2013 Time Warner
Enterprises LLC. All rights reserved. All other corporate brands and logos are trademarks or registered trademarks of their respective companies.
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Communication Tools
Email
Your Internet service comes with one master email 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 email 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 email program, please visit
twcc.com and click the Support link. Then click the Internet tab.
Web Mail
Get email wherever you go! Thanks to Web Mail, you can access your email 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 email usage for all subaccounts.
• Create email filters to protect your children from harmful, unwanted emails.
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 1-888-851-9350. 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
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
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 643-2100 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 643-2100 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
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 643-2100.
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.
LIGHTSINDICATION
Power
Steady green means modem is on.
Steady green usually means modem is connected to the cable Internet network. Usually flashes during initial synchronization.
Cable or Online
No light means there is no cable connection (call support for
assistance).
10
PC or Link
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.
Data or Activity 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.
Test
Normally off. May flash during initial self-test or software downloading.
Steady light usually indicates some failure of the modem or the network.
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 643-2100.
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
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 10 - 11 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 email 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
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 email 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
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 643-2100 for further assistance.
How do I create a new Oceanic TWC email address?
You will first need the pre-assigned Master email address and password.
Then, find instructions to Create New Sub User at twcc.com.
1. Click the Support link
2. Click Internet >
3. Click Email 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 email?
• Go online to webmail.hawaii.rr.com.
• Sign in with your email address and password.
• If you would prefer to check your email through another email client, such as
Outlook Express, refer to twcc.com.
1.
2. 3. 4. 5. 14
Click the Support link
Click Internet >
Click Email Setup
Click TWC Mail Step by Step
Click Email Client Setup
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 email doesn’t work.
If you cannot access oceanic.com and you need help with your email, Oceanic TWC Internet users can call the Oceanic TWC Internet email Help Desk at 1-800-228-6604.
EarthLink users can call the EarthLink Help Desk at 1-800-EARTHLINK.
15
Internet Easy Connect Instruction Guide
Online tutorial available at:
www.timewarnercable.com/en/residential-home/support/internet.html
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.
*Oceanic Time Warner Cable will
provide support for only the
equipment issued to you.
16
HOW TO SPLIT A TV CABLE LINE
STEP 1
Turn-off your computer (shut down).
STEP 2
Unpack the cable modem and place it within 2 feet of the computer.
STEP 3
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).
STEP 4 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 643-2100 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 643-2100 for further assistance.
STEP 6
Turn the computer on and launch your web browser (i.e. Internet Explorer or Safari)
to connect to the Internet.
STEP 7
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.
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8/2013
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