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Frequently Asked Questions
  1. How does 295.ca High Speed Work?
  2. When will the 295.CA High-speed Service be available in my area?
  3. I live in an area where the Residential ADSL High-speed Service is available. Why can't I get High-speed Internet?
  4. If I change my phone number would it help to get DSL?
  5. Do I need a second telephone line? Can I talk or fax while my computer is connected to the Internet?
  6. What are ADSL filters?
  7. At present, I use my computer as an answering machine and would like to continue doing so. Will my voice capable modem work?
  8. Is the ADSL modem a fax modem? Can I send or receive faxes with it?
  9. I want to travel with my laptop or take my computer to another location. Do I have to bring the ADSL modem with my computer?
  10. How long will it take before my Residential ADSL High-speed Service is active?
  11. Does the Residential ADSL High-speed Service include e-mail? What if I need more e-mail addresses?
  12. Does the Residential ADSL High-speed package include personal web space?
  13. What software has to be installed on my system to connect through a PPPoE connection?
  14. Does the Residential ADSL High-speed Package offer any protection against viruses or hackers?
  15. Is there anything I should read before starting to use the Residential ADSL High-speed service?
  16. What are the highlights of the Terms and Conditions?
  1. I am already a 295.CA dial-up customer. If I switch to ADSL will my current e-mail address or username change?
  2. I have a home-based business. Can I get the Residential ADSL High-speed Service installed on my business telephone line?
  3. What is the difference between ADSL downstream and upstream data transfer?
  4. Is my connection limited in any way?
  5. Can I charge people to use my Residential ADSL High-speed Service or my bandwidth?
  6. Will 295.CA come to my house to install the ADSL service?
  7. How easy is it to install the ADSL service myself?
  8. My computer already has an ethernet card. Do I need to purchase one from 295.CA?
  9. What support does 295.CA provide for the Residential ADSL High-speed service?
  10. Can I buy the ADSL modem, instead of renting it, and therefore avoid the monthly rental charge?
  11. Can I use the ADSL modem to connect with another ADSL Internet provider?
  12. If I move can I bring the modem with me? Is there an activation charge at my new home?
  13. Can I access my 295.CA account from a different location (i.e. from work) where I don't have High-speed service?
  14. How does Cable High-speed compare to ADSL High-speed?
  15. Is the 295.CA ADSL connection software compatible with Windows XP?
  16. How fast is the Residential ADSL High-speed service?
How does 295.ca High Speed Work?

DSL Self-InstallWhen you make a telephone call, only 1% of the line capacity is used for your voice conversation, so the other 99% is available for Internet use.

The 295.ca High Speed uses a DSL (Digital Subscriber Line) high speed modem enabling voice and data to be sent simultaneously over the existing phone line. This external high speed Modem sits between your computer and your telephone jack, but does not require any rewiring in your home. Don't worry about installation, you can arrange for a qualified technician or do it yourself.

Everything you need to get started is conveniently delivered to your door, or another daytime location of your choice. A picture tells a thousand words they say, so this section attempts to describe some DSL installations using pictures.

This first one shows you how your home is hooked up to the internet via DSL. CO stands for central office. There are over 30000 central offices in the US, each responsible for phone service (and now potentially, DSL service) for a small region indicated here by the green area. These regions are not as you might expect, circles drawn around a CO office on a map, but follow property street or county boundaries, so tend to be quite straight-sided.

The blue cloud is network interconnecting many different locations (such multi-connected networks are always represented as clouds in network diagrams), this cloud may be entirely Telco owned or run, or could be owned by a CLEC, or a combination of both. It is not, however, the Internet.

The internet starts at the ISP, and beyond the ISP, its internet provider.

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When will the 295.CA High-speed Service be available in my area?

To see if the 295.CA Residential ADSL High-speed Service is available in your area please fill in the form and submit it to our office. The Residential ADSL High-speed Service will only be available in areas where the Bell Central Offices can provide their ADSL and Gateway Access Services. You can also contact highspeed@295.ca if you have any additional questions regarding our services.

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I live in an area where the Residential ADSL High-speed Service is available. Why can't I get High-speed Internet?

There are several reasons that prevent us from providing service to customers:

Too far to qualify. The telephone lines don't follow a straight line to a house. It may not look far, but lines follow paths that may add length to the wire. The length of the wire is what determines if a customer is within the distance of availability. The range for the Residential ADSL High-speed Service is within a loop length of 4.5 km from the Bell Central Office (3.5 km for 5.0 Meg service).

There is a second line in the house, and both lines share the same physical copper wire. The technology used in this case is called Added Main Line (AML) and is not compatible with the Residential ADSL High-speed service. The Bell Canada Central Office to which you are connected is not equipped with the technology needed for the Residential ADSL High-speed service.

Although this technology is already available to over 2 million households in Ontario and Quebec, not all Central Offices in the serving areas are equipped.

Your telephone line is connected to the Central Office through a "remote" office. This technology provides telephone service to developing areas. Unfortunately, the "remote" does not use copper wire therefore is not compatible for the Residential ADSL High-speed service.

The telephone network was developed in stages, over the years, as demand increased in expanding geographic areas. Different distribution patterns were used at different times to get the telephone service to neighborhoods. This evolution may sometimes result in line conditions that are not compatible with the Residential ADSL High-speed service.

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If I change my phone number would it help to get DSL?

In most cases, regions around a CO are connected to that CO and no others. In the majority of cases, even if you identify a nearer CO, there is simply no copper running from that CO to your house. Requesting a new number will therefore not change your exchange, and your availability results.

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Do I need a second telephone line? Can I talk or fax while my computer is connected to the Internet?

The Residential ADSL High-speed Service uses telephone filters and an ADSL modem. The modem and telephone filters enable simultaneous transmission of voice/fax and data over your existing telephone line. You can surf the Internet and call a friend at the same time. You can also surf the Internet and use your fax to send or receive. You will need a filter for each telephone, fax, answering machine, or alarm system that uses the telephone line. If you have two or more telephone lines, choose the line with the fewest devices on it for the ADSL service.

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What are ADSL filters?

A filter (or 'z'-blocker) is a small electronic component that fits between your phone line and a regular voice device, such as a phone, a fax, or any device with a regular modem such as a cable box, alarm system or digital TV. With the ADSL service, all devices on that telephone number, except the ADSL modem, must be filtered. The filter protects the phone devices from high frequency noise. The filter is also there to protect the ADSL signal from noise contamination by high frequency noise added by analog phone devices. Some modems may come with a jack that is pre-filtered.

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At present, I use my computer as an answering machine and would like to continue doing so. Will my voice capable modem work?

Anything that you can normally do on your telephone line can still be done while connected to the Residential ADSL High-speed service, since it does not interfere with any calling services or normal voice or data communications.

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Is the ADSL modem a fax modem? Can I send or receive faxes with it?

The ADSL modem is not equipped with faxing capabilities. You will need to use a regular Dial-up fax modem for sending or receiving faxes.

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I want to travel with my laptop or take my computer to another location. Do I have to bring the ADSL modem with my computer?

The Residential ADSL High-speed Service is a line related service. That means that the service works only on a line that has been provisioned accordingly, and to which the ADSL modem is connected. These two components must be present for the service to work. The ADSL modem does not provide Dial-up capability and therefore is not portable outside your home. However, if you have a regular modem, you can use this to Dial-up to the Internet when you are away from home. Your 295.CA High-speed Service includes regular dialup access.

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How long will it take before my Residential ADSL High-speed Service is active?

It will take 7 to 10 days to activate your Residential ADSL High-speed service. There may be delays if the telephone company has an installation problem. To avoid delays please fill out our online form completely and accurately.

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Does the Residential ADSL High-speed Service include e-mail? What if I need more e-mail addresses?

The Residential ADSL High-speed Service allows for unlimited email accounts. Your ADSL connection comes with one email. Additional email addresses are available for one time cost of $10.

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Does the Residential ADSL High-speed package include personal web space?

Unfortunately we do not offer personal web space with our ADSL offering.

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What software has to be installed on my system to connect through a PPPoE connection?

295.ca is currently shipping software in the High Speed Starter Kit as the standard installation software for the PPPoE (Point-to-point Protocol over Ethernet) connection. No additional connection software is necessary if you have Windows XP or a routed network.

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Does the Residential ADSL High-speed Package offer any protection against viruses or hackers?

The Residential ADSL High-speed Service only provides access to the Internet and e-mail. It cannot protect your computer from malicious content that may be downloaded from the Internet or received in e-mail. It is your responsibility to maintain and safeguard your system from theft, unauthorized access, and system corruption. 295.CA does however offer an email anti-virus separate from the ADSL service. We do not guarantee 100% virus safeguard and therefore recommend you to have an anti-virus protection in place on your home PC, make sure you keep it up to date.

Shut down your computer when you are not using it when you have the High Speed connection. This can decrease the possibility of unauthorized access to, or malicious attacks against, your computer. To further increase security while you are connected you may choose to use firewall software, commercial anti-virus software, or authentication software to restrict or limit threat to your computer.

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Is there anything I should read before starting to use the Residential ADSL High-speed service?

Yes. You should read the terms and conditions as it clearly defines what the service includes and its limitations, and what your responsibilities are towards the use of the Residential ADSL High-speed service.

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What are the highlights of the Terms and Conditions?

The Service Agreement of the Residential ADSL High-speed Service states that this service is for personal residential use only. As such, you may not resell the bandwidth or provide high-speed access to anyone else. The service may not be connected to a business line.

295.CA Customer Service will support the following:

The connection software that we provide on the 295.CA ADSL CD

The ADSL modem when purchased or rented from 295.CA

The wires for connecting from the jack to the modem and from the modem to one computer.

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I am already a 295.CA dial-up customer. If I switch to ADSL will my current e-mail address or username change?

As an existing 295.CA dial-up customer, your connection information will be transferred from 295.CA Dial-up service to the Residential ADSL High-speed service. Your email address and password will remain the same. Your ADSL logon username will be the same as your dial-up username however you must add @295.ca to the end of it

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I have a home-based business. Can I get the Residential ADSL High-speed Service installed on my business telephone line?

The Residential ADSL High-speed Service is a consumer service that can only be installed on a residential telephone line. There is a separate corporate service available for business applications.

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What is the difference between ADSL downstream and upstream data transfer?

The Residential ADSL High-speed Service provides you with a two-way asymmetrical stream of data. With ADSL, downstream data can pass to your computer much faster than from you computer. For home use, people tend to be more of a consumer of data than a producer of data. With this in mind, it only makes sense to sacrifice upstream (data going from your computer) capacity in exchange for a larger downstream (data to your computer) capacity.

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Is my connection limited in any way?

295.CA does not limit the amount of time you are connected with the ADSL connection. Data transfer may be limited, and depends on the High-speed package you have chosen. Additional charges per GB may apply for transfers over the monthly limit. Ask a the High Speed Team for details.

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Can I charge people to use my Residential ADSL High-speed Service or my bandwidth?

The Residential ADSL High-speed Service is an Internet access service for individual residential use only. Resale of bandwidth or any other part of the Residential ADSL High-speed Service provided by 295.CA, for any purpose is strictly prohibited. Failure to comply with this condition will result in immediate cancellation of the service and of your 295.CA account.

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Will 295.CA come to my house to install the ADSL service?

Are there charges for this service? Self Installation (no installation fee) - An ADSL installation kit (including all ordered hardware, software and helpful documentation) will be shipped to your location or you can drop by our office to pick it up. Please note: Set-up fees may apply to activate, install or reinstall ADSL service with Bell Canada.

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How easy is it to install the ADSL service myself?

DSL Self-InstallMany 295.CA customers have installed this service themselves. The ADSL modem is "plug & play". Our ADSL connection software has an install wizard to assist with the process. Installing an ethernet card (if one is required) may be considered the most difficult part. If you have experience with installing cards in computers, you should not have any problem. Telephone filters simply plug into the telephone jack and your telephone devices plugs into them. Our helpful High Speed Technical Team can answer questions that you may have.

A DSL setup, with a filter instead of a splitter, allows the data and telco voice signal to flow through the house phone wires, but filters it from the telephone or fax machines.

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My computer already has an ethernet card. Do I need to purchase one from 295.CA?

Most 10/100 ethernet cards will function adequately with the 295.CA High-speed service. If you are using your own ethernet card you must ensure that the card is installed and operational prior to installing the ADSL service. 295.CA will not assume responsibility for ethernet cards.

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What support does 295.CA provide for the Residential ADSL High-speed service?

The Residential ADSL High-speed Service offers technical support for installations on stand-alone computers running Windows Operating Systems.

295.CA Customer Support offers technical support for:

The connection software provided on the 295.CA ADSL software CD

DSL modem purchased or rented from 295.CA (if applicable)

The connection from the telephone line jack to the ADSL modem and from the ADSL modem to one computer in a stand-alone configuration.

295.CA Customer Support does not offer technical support for:

3rd party plug-in for Netscape™ Communicator or Microsoft™ Internet Explorer

Network card configurations if the Network card is not properly recognized by the operating system

System conflicts with hardware or drivers (e.g. IRQ, video card)

Software applications provided by third parties (e.g. ICQ)

Home networks

Personal servers, e.g.: Web servers, FTP servers, gateway servers, etc.

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Can I buy the ADSL modem, instead of renting it, and therefore avoid the monthly rental charge?

Yes. Ask the High Speed Sales Team for the current price.

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Can I use the ADSL modem to connect with another ADSL Internet provider?

If you are renting the modem it cannot be transferred to another Internet Service Provider. If you have purchased an ADSL modem you can use it with another ADSL Internet provider. Although most new ADSL modems are made to be universal, 295.CA cannot guarantee compatibility of our modem with another provider's system.

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If I move can I bring the modem with me? Is there an activation charge at my new home?

If you are moving, please contact us as soon as you know your new address, postal code and telephone number. If service is available in your new area, a 295.CA customer service representative will issue a request to move your service. There may be an activation fee charged by Bell Canada to change, move or re-install the ADSL service. If you are moving to an area where the Residential ADSL High-speed Service is not available the rental modem must be returned. We require 30 days notice for an account cancellation.

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Can I access my 295.CA account from a different location (i.e. from work) where I don't have High-speed service?

Included with your 295.CA High-speed Package is unlimited regular dial-up access. You'll need a regular analog modem for this (e.g. 33.6k or 56k modem). This will enable you to access your 295.CA account from locations other than where you have the High-speed service and modem installed.

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How does Cable High-speed compare to ADSL High-speed?

When the cable infrastructure is new and/or well maintained, the service is typically faster for downloads than most if not all ADSL lines however, cable has a few disadvantages to ADSL:

Cable internet is an RF network -- this means that it is vulnerable to transient problems "within the network" from RF interference. Since cable is a shared media, there is a possibility that performance may degrade over time as additional households plug in, connect additional devices (videos, game machines) to the TV lines.

A cable company may react slowly to decreases in performance, as they never sell access by speed, or promise consistent speed or latency.

Cable companies are using a very narrow band for return signaling, below all the space allocated for TV channels. This band is prone to RF interference and is very limited in capacity. Upstream transmissions may therefore compete with others in the area, get delayed (suffer high latency) due to noise fighting techniques.

Cable Internet terms of service typically prohibit any kind of constant upstream use.

Internet use is shifting away from central servers broadcasting to many individuals and some interesting peer-to-peer applications are appearing (games, voice and video applications, communal libraries). These applications need a strong upstream channel.

In summary, cable modems are currently good value and strong competition for residential casual use. However, ADSL is probably the more future-proof system, offering digital direct from the Internet infrastructure. If your ADSL ISP is on the ball, your performance in either direction will not be different from peak hour to early morning, and ADSL lines are available for a wide variety of purposes, both business and residential.

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Is the 295.CA ADSL connection software compatible with Windows XP?

Windows XP has built-in PPPoE connection software. You don't need to install additional connection software.

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How fast is the Residential ADSL High-speed service?

The up to 5.0 Megabyte service user will get up to 5 Megabyte downstream and up to 800 Kbps upstream. Some installations may go faster depending primarily on the equipment used, distances involved, cabling quality, encoding techniques, and frequency spectrum available and even to some degree, end system configurations.

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