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High Speed Internet FAQ's

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What does broadband mean?
The term 'broadband' refers to a type of Internet access faster than 56K dial-up. It's a type of transmission technique that carries multiple types of signals, such as voice, video or data. All types of signals can be carried simultaneously over a common wire or cable. The broadband pipeline has a much larger capacity than the dial-up or DSL type connection.

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Are broadband Internet service and high-speed Internet service the same thing?
Broadband and high-speed Internet are interchangeable terms used to refer to the power and speed of the Internet connection type you are using or about to use.

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How does broadband work?
Broadband Internet connects your computer to the Internet via a high-speed cable modem and a fiber-optic cable network. This can also bring you digital cable or television and digital telephone services - all through the same cable and all at the same time.

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Why should I get broadband Internet service?
Broadband services allow you to receive more information quickly and do more with. Here are some of the broadband advantages:

  • An always-on Internet connection – no busy signals or dial-up frustrations
  • Blazing speeds – up to 150 times faster than dial-up (speeds vary by service provider)
  • The ability to surf the web without tying up your phone line or other broadband services
  • Multiple e-mail accounts
  • Fast video and music downloads
  • Online security

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What types of broadband service are there?

  1. Cable or Cable Modem service - Internet service provided by a cable company. The Internet connection is provided on the same type of cable that you plug into your television for Cable TV service.
  2. DSL (Digital Subscriber Line) – Transforms copper telephone lines into carriers of digital data. DSL uses the same copper wires that carry voice traffic to your telephone to carry high speed data, so when you're using your phone, you cannot use Internet, and vice versa.
  3. Satellite – One-way high-speed Internet technology that uses satellites orbiting the Earth to transmit data downstream through a satellite dish attached to your home.

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How long does it take to install a broadband connection in a home?
Installation timing varies by service provider and the specific service plan you order. After you sign up for a service, you will usually receive a simple instruction on when to contact the service provider so that you can schedule your installation date and time.

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What's the difference between professional and self-installed Internet service?
With professional installation, the service provider will come to your residence to install the Internet service. Typically there is a one-time fee associated with professional installation, but lately more providers are removing these fees as part of the effort to subscribe customers. With self-installation, you can install the service on your own time rather than a technician coming to your home to complete such service. Instructions are included in the self-installation kit, which is mailed to you after you place an order. There is no fee for the self-installation kit, but you may incur a shipping and handling charges on your first bill.

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What are the installation costs?
There is a one-time fee for the service provider to go to your home and set up the service. This fee varies by service provider, so review plan details for specific installation fees prior to order your service. The self-installation kit is free, however, you may incur a shipping and handling charge on your first month's bill.

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Can I choose self-installation if I am currently not a cable television customer?
As long as a self-installation plan is available at your address, you do not need to be a cable customer to choose self-installation. Some providers may charge a fee so that your home is cable ready.

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What is the difference between the monthly fee and the special promotion pricing for service?
Providers may offer special intro or promotional deals on their service prices for a certain period of time when you sign up for their service. After that promotional period of time is over, your service will transition to a regular monthly fee.

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Is the special promotion pricing for service available to non-cable television customers?
There may be different promotional offers from your service provider for current and non-cable subscribers. Review each plan details for specific promotional service pricing available to you.

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Why are there different monthly fees?
Monthly fees may vary based on whether or not you are a current cable television customer of the provider you have selected. Non-cable customers typically receive a slightly higher rate.

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How do I take advantage of additional promotional offers?
After signing up for service, if there are any additional promotional offers available to you, you will be directed to a page to take advantage of them.

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What kind of computer do I need?
Generally you need a computer system with these elements:

PC: Windows 2000, XP or Vista Operating System; 300 MHz or higher processor speed; 128MB memory; 150 MB of available hard drive space; CD-ROM drive required; Ethernet recommended; Internet Explorer 6.0 SP1 web browser

Macintosh: MAC OS 9.0 thru 10.4 excluding 10.0; PowerPC 603 / 200 MHz for MAC OS 9.x, Power MAC G3 for MAC OS 10.x processor; 128MB memory; 100MB available hard drive space; CD-ROM drive required; Ethernet recommended; Safari web browser

Please note that each broadband service provider's requirements may differ so review each company's specifications before placing an order.

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Can I use my current modem to receive high-speed Internet service?
You will need an approved cable modem for your service. The signals that come in from your cable
company use different wiring and transmit data in a different way than a dial-up modem. Please contact
your cable company to confirm the compatibility of your modem.

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How much does high-speed Internet cost?
The monthly fee varies by which service provider you select. In addition to the monthly fee for high-speed Internet service, broadband service may also includes charges for the modem, additional e-mail accounts, additional web storage and/or a limited dial-up Internet account.

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Why is my local cable company not on the list of providers?
We offer special deals from nationally strong and well-recognized broadband service providers. However, we currently do not market services from all providers. Also, your local cable company may not offer broadband service to your specific household or may not even have your home address listed in our database.

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I have cable television, but the site says I cannot get my cable company's high-speed Internet service.
Unfortunately some addresses can only receive one type of service at this time - most commonly a cable television service. The good news is that the service providers are working diligently to upgrade areas all the time. Please check back soon for the service availability in your area, and use our Broadband Service Locator found at the top of every BroadbandInfo.com page.

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Why do I need to give you information like address, zip code and telephone number?
Using your full mailing address and telephone number is the best way to verify if a broadband service or even a broadband service provider is available at your home address.

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What if I am moving and don't know or have my new telephone number?
Your telephone number is not required to check availability for cable Internet service, but any phone number will do where a service provider can reach you to follow up regarding the service installation schedule.

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Do you keep my information if I do not place an order?
No, your information is only used at that very moment to determine provider and service availability at your home address. This information is not stored anywhere and it disappears from our systems the moment you close your browser.

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Will your website charge me for offering this convenient way to find the right broadband service in my area?
No! This service is absolutely free. If you order broadband service through our site the only charges or fees that you are responsible for come from the service provider.

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How do I place an order for broadband service?
Simply enter your address and telephone number so we can check if you can get broadband service where you live. You then need to answer a few questions to help us determine the service that best fits your broadband needs. Lastly, fill out the online form to complete your order request.

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What happens after I purchase high-speed Internet service through BroadbandInfo.com?
You will receive an e-mail confirming your order, including service plan details and steps to complete your installation. Please make sure to read and follow all simple instructions.

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Do you guarantee the broadband service I order?
We evaluate all our partners before entering into authorized relationship with them to ensure quality and service that you've come to expect from cable broadband providers. Virtually all of our partners are nationally recognized companies with great support and customer service. While we do not guarantee their services, we do ensure that they provide the best experience. All our partners guarantee and support their services as per federally regulated standards. If you have any questions after placing your order, please contact the provider directly about service and installation.

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Who do I call to follow up on my Internet service order?
You will be taken to a confirmation page at the completion of your order. Please print this page for your records, as it will include the contact information and instructions you need.

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Can I cancel my order?
If you have already submitted an order, you will need to cancel it directly with the service provider. Certain providers even offer 30 day money back guarantee.

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How can I cancel my service if I am not satisfied?
Please contact the service provider directly regarding any questions or concerns you have with your service. We do not hold or store any personal account information, and can therefore not provider any resolutions to specific accounts.

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Where do I get customer support for my Internet or cable TV service?
Please contact the service provider directly for information regarding customer support for your service.

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Who do I pay for my Internet service?
You will be billed directly by the service provider each month, and if you already use that company for telephone, cable TV or other services, your Internet service charge may be added onto the monthly bill you already receive.

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What does monthly fee mean?
Monthly fee or monthly service charge is the actual cost of the Internet service, or any other broadband service that you purchased, after a promotional pricing period ends. The monthly charge may be higher if you choose to lease a modem.

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What is an installation fee?
This is a one-time charge by the service provider to go to your home and install the Internet service.

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What is a set up fee?
This is a one-time charge by the service provider to set up and/or activate the service in your home. This charge can cover a range of services such as computer qualification, software configuration and
activating your account on the network.

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What is equipment description?
This refers to the hardware you need to run the Internet service. Depending on the plan and options you order, hardware may not be included in your Internet service order.

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What is equipment cost?
This refers to the cost of the hardware you need to run the service. Depending on the plan and options
you order, this cost may not be included in your Internet service order.

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What is contract length?
This is the commitment you must make to receive the indicated price and promotions. If a contract is necessary when you sign up for service, there may be a penalty for breaking it.

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What's the difference between upstream and downstream speeds?
Information passes between your computer and the Internet in two directions: upstream and downstream. Information that flows upstream is sent from your computer to the Internet, such as sending e-mail attachments or playing two-way games. Information that flows downstream is from the Internet to your computer, such as surfing the Web or downloading files. Please note that broadband service speeds are
an estimate. The actual speed varies by provider and may vary.

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How many e-mail accounts can I have?
The number of separate e-mail accounts available within the Internet service varies by service provider.

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What is web storage?
This is the amount of storage space on the service provider's network that you are able to use. This is most useful for storing e-mails rich with family and other photos, etc.

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What does static IP address mean?
A static Internet protocol address is a unique number assigned to your computer by your service provider. Static IPs are permanent numbers that always identify your computer to others on the Internet. Many providers limit the number of static IPs they assign. Some providers also charge additional fees for additional static IPs, although a large majority of customers doesn't need more than one static IP. Certain two-way applications such as VoIP (Voice over IP) require static IP addresses in order to work correctly.

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What does dynamic IP address mean?
A dynamic Internet protocol address is a temporary number assigned to your computer by your service provider. This number or "address" allows other on the Internet to communicate with your computer. A dynamic IP is typically assigned for a certain length of time after which the address is returned to a pool of IP addresses. The next time you log on or begin a new session, a new dynamic IP will be assigned.

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What are system requirements?
These are the minimum capabilities your computer must have in order to support a particular broadband service. It will typically specify the operating system, memory, processor speed, open ports and/or drives required.

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What are cancellation details?
This refers to any cost associated with breaking a service contract with the provider.

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What does term of service mean?
This identifies additional service limitations, specifications and information about the service.

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