T:27.109 in
REMINDER:
DOWNLOAD
NORTON
ANTIVIRUS
Surf with
Rogers Yahoo!® Online
Protection featuring
Norton AntiVirus.
It’s included with
your new service.
Download it in two
simple steps today at
rogers.com/onlineprotection
NEED HELP?
GET IT YOUR WAY.
•
•
•
•
T:10.125 in
Visit our Help Section at rogershelp.com
Chat with a Rogers Live Support Agent.
Search our FAQs.
Browse through our customer forums.
View our How-To Videos for great tips and instructions.
Call us at 1 888 ROGERS1 (1 888 764-3771)
Inside:
• Set up your email
Tip:
• Download online security
If you’re having trouble with your Internet connection, the first thing to try
is to restart your modem and computer following the easy steps below:
• Troubleshooting & FAQs
1.
2.
3.
4.
5.
• Share photos and play online games
• And much more…
Turn off your computer.
Unplug your modem (and router, if you have one) from the electrical outlet.
Wait for 10 seconds.
Plug the modem (and router, if applicable) back into the outlet.
Start your computer.
FPO
YOUR ROGERS HI-SPEED INTERNET
USER GUIDE.
Cert no. XXX-XXX-XXXX
335-BRO-EN-0608
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T:27.109 in
WANT TO
LEARN MORE?
1. Watch our
How-To Videos
at rogershelp.com
or on Rogers digital TV
Channel 99.
2. Chat with a live Rogers
representative at
rogers.com/livesupport
3. Call 1 888 ROGERS1
(1 888 764-3771) for
24/7 technical support.
Welcome to a truly personal Internet.
Thank you for choosing Rogers Hi-Speed Internet.
The online world is now yours to explore, your way. Get ready to surf, chat, stream music,
play games, shop, get news and much more – all with your personal Rogers Hi-Speed Internet
service. This guide details all the features now available to you. It also supplies step-by-step
instructions to help you use your Internet service to its fullest potential.
Enclosed in this guide is your Rogers Hi-Speed Internet Installation CD. It will help you to register
your service and install Rogers Yahoo! Software. By installing the contents of this CD, you will have
access to premium content and services – at no extra charge.
With Rogers Hi-Speed Internet, these great features are included:
• Stay connected with those close to you with Rogers Yahoo! Email.
• Store and share your digital photos online with Flickr Pro.
• Surf with complete peace of mind with Rogers Yahoo! Online Protection
featuring Norton AntiVirus.
• And much more…
T:10.125 in
Rogers is committed to innovation and leadership in order to provide you with the best
possible service. We’re continually making improvements to our services and will notify
you of advancements coming in the future.
Enjoy your online experience with Rogers!
Yours truly,
Phil Hartling
Vice President,
Consumer Services
Rogers Cable Communications Inc.
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TABLE OF
CONTENTS
ROG_335_GDE_BODY1_EN.indd 1
› Getting started
3
› Email and your Rogers Yahoo! home page
9
› Security
13
› Additional online features
19
› Managing your account
25
› Troubleshooting and Frequently Asked Questions
31
› Support services
51
› More from Rogers
55
› Index
59
7/10/08 3:18:31 PM
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Getting Started
GETTING STARTED
You’ve made the right choice with Rogers.
Read on to discover what’s included
with your new service.
› Included with your new Internet service
5
› See how your service level compares
6
› Access the Internet
7
3
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Your In
Visit ro
Email
Set up y
For mor
Security
Surf with
Firewall,
For mor
Photo s
Share yo
For mor
Radio, n
Set up y
LAUNCH
with Rog
For mor
Your pe
Set up a
everythi
stocks, s
For mor
Children
Give you
fun onlin
For mor
How do I get started with Rogers Hi-Speed Internet?
TIP T
Get ready to get so much more from your online experience with features like online security, email,
photo-sharing and more – all included with your service. To get started, visit rogers.com/begin or insert the
enclosed Installation CD and follow the easy steps.
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INCLUDED WITH YOUR NEW INTERNET SERVICE
Your Internet service includes a number of great features and options that you can enjoy.
Visit rogers.com/begin to take advantage of all that’s available.
Email
Set up your email in just a few steps with Rogers Yahoo! Mail.
For more, go to page 11
Security
Surf with peace of mind with Norton AntiVirus, Norton Personal
Firewall, Norton Antispyware, Pop-up Blocker and Parental Controls.
For more, go to page 15
Photo sharing
Share your photos and short videos with the world with Flickr Pro.
For more, go to page 21
Radio, news and gaming
Set up your own customized, commercial-free radio station with
LAUNCHcast Plus. Game online and try the hottest new PC games
with Rogers Yahoo! Games On Demand.
For more, go to page 22
Your personalized home page
All of these features are included with your service! To access them,
you’ll need to register. Insert the Installation CD included with this
guide, or visit rogers.com/begin to get started. It’s easy and well
worth the short time it will take to make Rogers Hi-Speed Internet
a truly personalized experience.
Set up and customize your email and home page to have
everything you need in one place. Add news alerts, track your
stocks, see the latest sports stats and more – all on one page.
For more, go to page 11
Children’s games, content and homework tools
Give your children all they need to explore safely and have
fun online with games, Ask Earl! and much more.
For more, go to page 22
TIP
fi
ohe
5
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SEE HOW YOUR SERVICE LEVEL COMPARES
Download
Speed
(up to)
Upload
Speed
(up to)
Usage
Allowance
Email Addresses
Included
Email
Storage
Security
Flickr Pro
500 Kbps
256 Kbps
2 GB
3
Unlimited
✓
✓
LITE
1 Mbps
256 Mbps
25 GB
5
Unlimited
✓
✓
EXPRESS
7 Mbps
512 Kbps
60 GB
9
Unlimited
✓
✓
EXTREME
10 Mbps
1 Mbps
95 GB
9
Unlimited
✓
✓
EXTREME PLUS
Up to
18 Mbps
Up to
1 Mbps
95 GB
9
Unlimited
✓
✓
SERVICE LEVEL
ULTRA-LITE
rogers.com/keepingpace
fi
rogers.com/terms
6
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ckr Pro
ACCESS THE INTERNET
Using Microsoft Internet Explorer
fi
✓
fi
✓
✓
✓
✓
7
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Email and Home Page
EMAIL AND YOUR
ROGERS YAHOO! HOME PAGE
Make your online experience a personal one by
setting up your email account and customizing
your home page.
› Set up your email address
11
› Personalize your Rogers Yahoo! Home Page
11
9
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It’s eas
He
sim
1. G
2. E
3. C
w
e
You can
TIP
add
roger
Rogers
You can
the new
it gives e
experien
Here
1. Us
2. Cl
3. Se
in
4. Cl
How do I set up my Rogers email address?
This section gives you easy-to-follow steps that will have you registered and ready to get connected with friends and
family online. Start by visiting rogers.com/begin
ROG_335_GDE_BODY1_EN.indd 10
TIP Yo
by clic
7/10/08 8:33:09 AM
nd
SET UP YOUR EMAIL ADDRESS
It’s easy to set up your email and then access it from anywhere with an Internet connection.
Here’s how to set up your email address in just a few
simple steps
Once you have set up your email address, you
can access it any time from rogers.yahoo.com
1. Go to rogers.com/begin
2. Enter your Registration Key and Registration Number.
3. Choose a username and password. This is what
will appear before <@rogers.com> in your primary
email address (or <@nl.rogers.com> in Newfoundland).
1. Visit rogers.yahoo.com
2. Login, using your username and password.
3. Click on the Mail tab to view your Inbox and
new messages.
You can also access your email through virtually any email program. Visit rogershelp.com/mail for more information.
TIP All Rogers Hi-Speed Internet service levels provide secondary email addresses/usernames. To see how many secondary email
addresses/usernames your level provides, turn to the chart on page 6.
PERSONALIZE YOUR ROGERS YAHOO! HOME PAGE
rogers.yahoo.com is your starting point to get all the great features available with your
Rogers Hi-Speed Internet service.
You can create a home page that is as unique as you are and get
the news and information that you value all in one place. In fact,
it gives everyone in the family a variety of ways to customize their
experience – right from the moment they login.
Here’s how to personalize your home page
1. Use your email address to login at rogers.yahoo.com
2. Click on the Add Content link.
3. Select the categories of content that interest you,
including Sports, News and Entertainment.
4. Click I’m Done to save your changes.
TIP You can change your personalized home page at any time, just
by clicking on the Add Content or Change Appearance link.
11
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SECURITY
› Norton AntiVirus and Personal Firewall
15
› Parental Controls
16
› Norton Antispyware
17
› Rogers Yahoo! Pop-up Blocker
17
Security
Surf, chat, and email with online security from
Rogers Yahoo! Online Protection. This section
gives you detailed information on the security
features included.
13
ROG_335_GDE_BODY1_EN.indd 13
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Her
1.
2.
3.
4.
5.
6.
7.
Norton
fi
•
•
How does Rogers Hi-Speed Internet protect my family when we’re online?
ROG_335_GDE_BODY1_EN.indd 14
7/10/08 3:13:25 PM
NORTON ANTIVIRUS AND NORTON PERSONAL FIREWALL
Here’s how to download this all-in-one security suite
1.
2.
fi
3.
rogers.yahoo.com
See page 11 for the easy steps on how to register
4.
Security
5.
6.
7.
rogershelp.com/security
Norton AntiVirus
Norton Personal Firewall
fi
fi
fi
fi
• Intrusion Prevention:
•
•
• Privacy Control:
• Security:
?
15
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PARENTAL CONTROLS
NOTE: Parental Controls are only available on Windows XP. Windows Vista offers its own Parental Controls features. For more information,
visit Microsoft.com/vista
fi
Her
1.
Here’s how to download Parental Controls
1.
2.
ypc.yahoo.com
3.
2.
4.
3.
5.
4.
TIP For further information or for an online step-by-step
tutorial on creating accounts for your children,
visit ypc.yahoo.com
Her
1.
2.
3.
4.
5.
16
ROG_335_GDE_BODY1_EN.indd 16
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n do
n
NORTON ANTISPYWARE
Included with your Internet service is Norton Antispyware, which detects malicious or annoying software
like adware and spyware on your computers. You can then choose to remove, ignore, or quarantine any
applications that are found.
Here’s how to use Norton Antispyware
1. Visit rogers.com/onlineprotection to download
Rogers Yahoo! Online Protection, if it is not already
on your computer.
2. Double-click the icon on your desktop to open the
Rogers Yahoo! Online Protection Dashboard.
3. In the Dashboard, click Norton Antispyware and
then click Scan Now.
4. When the scan is completed, any risks that are found
will appear in the Attention Required tab.
5. For each row, select an action: Fix, Ignore, or Quarantine.
Then click Apply Action, and the applications
will be dealt with as instructed.
TIP
fi
For more information about how to protect your computer from
spyware and viruses, visit rogershelp.com/security
ROGERS YAHOO! POP-UP BLOCKER
With Rogers Yahoo! Pop-Up Blocker, you can manage many different types of Internet browser windows
that try to open automatically.
Stop pop-up and pop-under ads as well as other windows that
might disrupt your online experience without blocking relevant
windows from sites you trust.
To use the Rogers Yahoo! Pop-Up Blocker, you will need to
download the Rogers Yahoo! Toolbar – a thin band of buttons
will appear at the top of your browser window that gives you
easy access to other Rogers features.
Here’s how to set your Rogers Yahoo! Pop-Up Blocker options
1. Install the Rogers Yahoo! Toolbar from rogers.software.yahoo.com
2. Click on the Rogers Yahoo! Pop-Up Blocker menu (to the right of the Search bar).
3. To activate the Pop-Up Blocker, select Enable Pop-Up Blocker. Now when a window is blocked, the Pop-Up Blocker icon will
animate and play a sound.
4. To allow pop-ups from a particular website, click the Pop-Up Blocker menu and select Always Allow Pop-Ups From…
5. Then choose the site from the Sources of Recently Blocked Pop-Ups list and click Allow.
TIP
rogershelp.com
17
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(TRIM)
ADDITIONAL ONLINE FEATURES
Enjoy other great features with your
Rogers Hi-Speed Internet.
› Organize and share photos with Flickr Pro
21
› Chat with Rogers Yahoo! Messenger
22
› Listen to music and play games
22
› Create a Home Network
23
Additional Online Features
ROG_335_GDE_BODY2_EN.indd 19
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19
7/16/08 3:16:44 PM
With F
sharing
Her
1. Lo
2. C
3. C
Now you
public ph
With Fli
• It’s eas
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attach
storag
world,
• It’s eas
any fo
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and do
tools w
• You ca
while
Or sha
• Plus, y
What exciting features are included with my service?
Share pictures with family, chat up a storm with friends, and have fun with the kids. You can do it all with a variety
of great online features from Rogers.
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(TRIM)
ORGANIZE AND SHARE YOUR PHOTOS WITH FLICKR PRO
With Flickr Pro, available at no additional charge to Rogers Hi-Speed Internet users, you can go beyond just
sharing your story – you can invite others to become part of it.
Here’s how to login to Flickr Pro:
1. Login at rogers.yahoo.com
2. Click on the Photos link on the left-hand menu.
3. Create a Flickr screen name.
photos, or browse
Now you’re ready to go! You can upload your own photos
public photos that your friends and family have uploaded.
With Flickr Pro:
• It’s easy to share your memories with family and friends.
You no longer need to send multiple emails with large
attachments – with one central location featuring unlimited
storage space, you can store and share your photos with the
world, or by invitation only.
• It’s easy to upload your photos fast – just drag and drop from
any folder on your computer. Then create and organize your own
private online photo albums, which you can invite others to view
and download. Want to get creative with your photos? Our quick
tools will help you touch up your pictures with ease.
• You can also share your photos with friends and family
while you chat with them on Rogers Yahoo! Instant Messenger.
Or share your photos in person by ordering prints online.
• Plus, you can also share online videos with Flickr Pro.
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(TRIM)
21
7/16/08 3:16:44 PM
CHAT WITH ROGERS YAHOO! MESSENGER
fi
Here’s how to download Rogers Yahoo! Messenger
1.
2.
rogershelp.com/messenger
rogershelp.com/messenger
Click here to get the newest version of
Rogers Yahoo! Messenger
3.
4.
To orde
Download
5.
LISTEN TO MUSIC AND PLAY GAMES
Kids’ Entertainment
Games
Ask Earl
fi
fl
Music
Here’s how to get started with online music
1.
rogers.yahoo.com
2.
Music
3.
Here’s how to start playing games
1.
rogers.yahoo.com
2.
Games
3.
22
ROG_335_GDE_BODY2_EN.indd 22
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iends,
all at
r
(TRIM)
CREATE A HOME NETWORK
Home Networking from Rogers lets you connect to the Internet from anywhere in your home and share
Internet access and multimedia devices with all of your household computers.
Whether you have one computer or several, our Home Networking
gateway is an all-in-one modem and router. It provides you with
the convenience, speed and mobility that you’ve come to expect
from Rogers Hi-Speed Internet.
TIP If you have your own router and would like Troubleshooting
tips, please visit rogershelp.com/homenetworking
To order Home Networking, call 1 888 ROGERS1.
tion
the
gaming
Demand
ROG_335_GDE_BODY2_EN.indd 23
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23
7/16/08 3:16:46 PM
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(TRIM)
Managing Your Account
MANAGING YOUR ACCOUNT
Find out about the helpful services Rogers offers
you to manage and monitor your account.
› Member Centre
27
› Online Self Serve
28
› Online Billing
29
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25
7/16/08 3:16:51 PM
The M
Rogers
• Creatin
• Chang
• Deletin
• Gettin
• Chang
• Gettin
Rogers
• Creatin
Here
1. Lo
2. Cli
Th
3. Cli
ch
4. Cli
lat
wi
What services are available to help me monitor my account?
Rogers offers a number of services that can help you monitor and manage your Internet service. Our Member
Centre allows you to create new email accounts, change your passwords, manage your Parental Controls and
much more. Online Self Serve and Online Billing are also available.
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(TRIM)
MEMBER CENTRE
The Member Centre within rogers.yahoo.com allows you to manage many aspects of your
Rogers Hi-Speed Internet account, such as:
• Creating new email accounts*
• Changing passwords for email accounts
• Deleting email accounts
• Getting the latest Rogers Yahoo! Software
• Changing your Rogers Yahoo! username details
• Getting more information on additional premium
Rogers Hi-Speed Internet services
• Creating and managing Rogers Yahoo! Parental Controls
Here’s how you can access the Member Centre
1. Login to rogers.yahoo.com using your email address.
2. Click the My Account link at the top right of the page.
The Member Centre section will appear.
3. Click the My Account & Billing tab to perform tasks like
changing passwords or adding additional email accounts.
4. Click the Products & Services tab to download the
latest software or learn about the services included
with your account.
*For security purposes, you may be asked to login again using your
Rogers Yahoo! username and password (this is the same as your
@rogers.com or @nl.rogers.com email address and password).
er
nd
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27
7/16/08 3:16:52 PM
ONLINE SELF SERVE
Here ar
can help
With Online Self Serve service on rogers.com, you can:
rogers
fi
fi
fi
This is DIFFERENT
from the username and password you use to access your
Rogers Hi-Speed Internet email and rogers.yahoo.com
Here’s how you can manage your Rogers services online:
1.
2.
rogers.com
Customer Service
Register Now
3.
28
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(TRIM)
ONLINE BILLING
fi
Here are a few ways in which Rogers online billing
can help you:
rogers.com
epost.ca
your bank’s website
fi
fi
new billing enhancements
fi
rogers.com/onlinebilling
nline:
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29
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(TRIM)
Troubleshooting & FAQs
TROUBLESHOOTING &
FREQUENTLY ASKED QUESTIONS
Refer to this section whenever you need
support for your service.
› Overview of Self Help Options
33
› Rogers Self Help Software
34
› Rogers Help Site
34
› Troubleshooting Checklists
35
› Frequently Asked Questions
45
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31
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We ha
proble
Rogers
The se
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fi
There are several help services available to you 24/7 if you run into problems connecting to the Internet, sending
or receiving email, or using any of the premium features that come with your Rogers service. To receive help at any
time, you can refer to this section, visit
, watch our How-To Videos on digital TV channel 99,
or call
.
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(TRIM)
OVERVIEW OF SELF HELP OPTIONS
Rogers Self Help Software
Troubleshooting Checklists in this User Guide
fi
For more, go to page 34
Rogers Help site (rogershelp.com)
fi
For more, go to page 35
Frequently Asked Questions section in this User Guide
For more, go to page 45
For more, go to page 34
ROG_335_GDE_BODY2_EN.indd 33
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33
7/16/08 3:16:55 PM
THE ROGERS SELF HELP SOFTWARE
Wher
Is the Self Help Software already installed on my computer?
How to use the Self Help Software
Here’s how to check if Self Help Software is installed
on your computer:
1.
Start
All Programs
Programs
2.
3.
If Self Help Software is not installed on your computer,
visit rogershelp.com/shs to download the latest version.
THE ROGERS HELP SITE (rogershelp.com)
Here’s how to access the Help site
fi
A.
B.
rogershelp.com
34
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d
ntial
run
Should
ppear
the
fi
To use the Troubleshooting Checklists, simply pick the situation that most closely resembles the problem
you are encountering. Of course, there are many different situations you may run into. Due to the nature
and variety of hardware and software, we cannot cover every potential situation. However, if your problem
is not related to your connection, you can visit the Rogers Help site at
fl
fl
page,
ROG_335_GDE_BODY2_EN.indd 35
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RESTORE YOUR INTERNET CONNECTION
If you launch the Rogers Hi-Speed Internet service, and your browser window opens without connecting
to a Web page, the Connectivity Checklist will help solve your problem.
S
1
Step 1: Restart your computer
A. Restart your computer system. (Ensure that you have removed all diskettes or CD-ROMs from the drives.)
B. Ensure that your system is powered on with your operating system (Windows) running.
C. Ensure that all programs and applications are closed.
D. Launch your Web browser (such as Microsoft Internet Explorer).
N
f
… Please proceed to Step 2.
… Enjoy your Internet service.
2
Step 2: Restart your modem
A. Unplug your modem’s power cord from the power outlet.
B. If applicable, unplug your router’s power cord.
C. Wait 10 seconds and plug your modem back in.
D. Wait for the lights on your modem to become solid green (as shown on page 43 of this guide).
E. If applicable, plug in your router’s power cord and wait for it to connect with your modem.
… Please refer to Loss of Internet Connection - Causes and Modem Troubleshooting on
… Proceed to Step 3.
3
4
.
*
N
a
b
m
Step 3: Check your network adapter and settings using the Connectivity Checklists
A. For Windows 2000, refer to
B. For Windows® XP, refer to
.
®
C. For Windows Vista refer to
.
fi
5
fi
6
36
ROG_335_GDE_BODY2_EN.indd 36
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ct us.
C.
OK
fi
Advanced TCP/IP Settings
Internet Protocol TCP/IP Properties
Internet Protocol TCP/IP Properties
OK
Local Area
Connection Properties
OK
fi
fi
Yes
fi
NOTE: Ensure that you are logged in as Administrator before
following these steps:
Start
My Network
Places
View Network Connections
Network Connections
Network Connections
Connection Properties
Start
Accessories
Command Prompt
All Programs
Command Prompt
Command Prompt
Properties
Local Area
A.
fi
Enter
Local Area Connection Properties
A.
B.
C.
B.
Properties
TCP/IP Properties
fi
Enter
Internet Protocol
fi
NOTE: Ensure that the Client for Microsoft Networks
and Internet Protocol TCP/IP items appear in this dialog
box. If either one is missing, click the Install button and
manually install these items.
Internet Protocol TCP/IP Properties
A.
Obtain an IP address
B.
Obtain DNS server address
Advanced
Advanced TCP/IP
Settings
Advanced TCP/IP Settings
A.
WINS
B.
Disable NetBIOS over TCP/IP
C.
Command Prompt
Enter
fi
Command Prompt
fi
C.
ROG_335_GDE_BODY2_EN.indd 37
fi
page 52
7/16/08 3:16:56 PM
OK
Yes
fi
Start
Accessories
Command Prompt
Not Connected
Connect
Enable
All Programs
Command Prompt
NO
fol
Command Prompt
A.
Disabled
Properties
Network Connection Properties
Wireless
B.
fi
Enter
fi
S
V
P
C
Enter
Wireless Networks
Preferred Networks
Properties
C.
Command Prompt
Enter
A
B
fi
C
Command Prompt
fi
OK
NO
Ver
Ins
Properties
A
Wireless Connection Properties
General
fi
B
page 52
C
Install
ROG_335_GDE_BODY2_EN.indd 38
7/10/08 4:26:16 PM
C.
OK
Advanced TCP/IP Settings
Internet Protocol Version 4 (TCP/IPv4)
Properties
Internet Protocol Version 4 (TCP/IPv4)
Properties
OK
Local Area Connection Properties
Close
Local
Area Connection Status
Close
fi
fi
fi
fi
Yes
NOTE: Ensure that you are logged in as Administrator before
following these steps.
Start
Control Panel
View network status and tasks
Network and
Sharing Centre
Network and Sharing Centre
View Status
Properties
Local Area
Connection Properties
Local Area Connection Properties
A.
Start
All Programs
Accessories
Command Prompt
Run as Administrator
Continue
Command Prompt
Command Prompt
A.
fi
Enter
B.
B.
C.
Properties
Version 4 (TCP/IPv4) Properties
fi
Internet Protocol
fi
NOTE: If Client for Microsoft Networks and/or Internet Protocol
Version 4 (TCP/IPv4) does not appear, click the
Install button and manually install these items.
Internet Protocol Version 4 (TCP/IPv4) Properties
A.
Obtain an IP address
B.
Obtain DNS server address
Advanced
Advanced TCP/IP
Settings
Advanced TCP/IP Settings
A.
WINS
B.
C.
Enter
Command Prompt
Enter
fi
Command Prompt
fi
C.
ROG_335_GDE_BODY2_EN.indd 39
fi
page 52
7/16/08 3:16:57 PM
Install
OK
NOTE: Ensure that you are logged in as Administrator before
following these steps.
Start
Close
Network
Network
Network and Sharing Centre
Wireless Network Connection Status
Yes
View Status
Enable
Diagnose
Windows Network Diagnostics
fi
Wireless Properties
Network Connection Status
Network Properties
Wireless
Wireless
Start
All Programs
Accessories
Command Prompt
Run as Administrator
Continue
Command Prompt
Command Prompt
A.
fi
Enter
B.
fi
C.
Enter
Command Prompt
Enter
fi
Command Prompt
fi
OK
Connection Status
Properties
continue
Properties
ROG_335_GDE_BODY2_EN.indd 40
Wireless Network
Wireless Network Connection
fi
page 52
7/10/08 4:26:17 PM
(TRIM)
SOLVING EMAIL PROBLEMS
go to page 11.
rogershelp.com/mail
LOSS OF INTERNET CONNECTION - CAUSES
Internet connection problems beyond your control
Power Outage
Cable Outage
fi
TIP
fi
ROG_335_GDE_BODY2_EN.indd 41
(TRIM)
41
7/16/08 3:16:58 PM
LOSS OF INTERNET CONNECTION – MORE CAUSES
CAUSE OF PROBLEM
DESCRIPTION
MOD
fi
fi
fi
fi
fi
fi
fi
fi
fi
42
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(TRIM)
MODEM TROUBLESHOOTING
MODEM NAME
ONLINE LIGHT INDICATOR
fl
fi
fi
fl
fl
fl
fl
ROG_335_GDE_BODY2_EN.indd 43
(TRIM)
43
7/16/08 3:16:58 PM
fl
page 43
fl
fl
fl
fi
fi
fl
on page 43
ROG_335_GDE_BODY2_EN.indd 44
7/10/08 4:26:19 PM
(TRIM)
FREQUENTLY ASKED QUESTIONS
General questions
Questions about your account
Connection-related questions
Email-related questions
SPAM-related questions
Security-related questions
fi
I’ve forgotten the password for my email account.
How can I retrieve it?
rogers.yahoo.com
Password
How can I share my digital photos online?
Forgot
rogers.yahoo.com
See page 21
Note:
What is the Rogers Self Help Software?
See page 34
Where can I get the latest Rogers Yahoo! Software?
Photos
How can I listen to music online?
See page 22
How can I instant message (chat with) my friends?
fi
rogers.software.yahoo.com
See page 22
45
ROG_335_GDE_BODY2_EN.indd 45
(TRIM)
er
m.
GENERAL QUESTIONS
7/16/08 3:16:59 PM
QUESTIONS ABOUT YOUR ACCOUNT
What is included in my level of the
Rogers Hi-Speed Internet service?
I can’t c
What is my monthly Internet usage allowance?
fi
1.
2.
3.
4.
See page 6
see page 6.
How do I change my level of
Rogers Hi-Speed Internet service?
rogers.com/internet
5.
1 888 ROGERS1
How can I manage my Rogers Hi-Speed Internet
account online?
How do I know how much of my usage allowance my
household is using each month?
6.
rogers.com*
Sign In
rogers.com
View Internet Usage
Can I co
* This is different from your email Username and can be obtained at
rogers.com
What can I do to control my usage?
My Account
Can I co
Wii) to
How can I manage my other Rogers services online?
rogers.com
See page 28
How do I add new email accounts or delete existing email
accounts?
How ca
speeds?
rogers.com/keepingpace
My Account
See page 27
How do I change my password?
My Account
46
ROG_335_GDE_BODY2_EN.indd 46
rog
1 888 R
7/10/08 4:26:19 PM
fi
fi
page 43
Network Connections
see page 35.
btained at
ROG_335_GDE_BODY2_EN.indd 47
7/16/08 3:16:59 PM
To learn how to solve email problems, visit
.
fi
See page 11 to learn how.
Rogers Yahoo! Mail is a free, Web-based way of accessing your
email. Login to
to access your email from any
Internet connection. See page 11 for details.
We highly recommend using the web-based Rogers Yahoo! Mail as
your primary email program. See page 11 for more information on
Rogers Yahoo! Mail.
Virtually any email program that supports ‘POP3’ email can be used
to access your email. To learn how, visit
The Rog
Yahoo!
advertise
the Web
click the
on your desktop and
click
. The Internet Properties window appears.
From the Internet Properties window:
Click the
tab at the top of the window.
In the Email drop-down menu select your preferred email
program.
Click
.
The next time you click an email link, Microsoft Outlook
Express (or the program you chose) will be used as your default
email program.
SPAM is essentially electronic junk mail or unsolicited email asking
you to buy a product or visit a Web site. The majority of SPAM is
not dangerous; however, it is sometimes offensive, often annoying
and always unwanted.
You can reduce the amount of SPAM in your inbox by using Rogers
Yahoo! Mail to access your email. Rogers Yahoo! Mail offers
multiple ways of reducing SPAM. For more information,
visit
.
ROG_335_GDE_BODY2_EN.indd 48
While th
Internet,
across in
for paren
can help
page 16
We offe
Rogers Y
Rogers Yahoo! SPAMGuard works best within Rogers Yahoo! Mail,
as it learns what you consider to be SPAM and what you consider
to be legitimate messages. However, it can be used with an email
program such as Microsoft Outlook Express. It is a little more
involved to use Rogers Yahoo! SPAMGuard within email programs.
Visit
for more information.
7/10/08 4:26:19 PM
(TRIM)
SECURITY-RELATED QUESTIONS
ok
op.
How can I protect my children while they’re online?
See
page 16
How can I stop annoying pop-up messages?
See page 17
fi
How can I protect my computer and email against viruses
and hackers?
fi
See page 15
rogram
ROG_335_GDE_BODY2_EN.indd 49
(TRIM)
49
7/16/08 3:16:59 PM
ROG_335_GDE_BODY2_EN.indd 50
7/10/08 4:26:19 PM
SUPPORT SERVICES
› Contact Us
52
› Support Guidelines
53
Support Services
Refer to this section whenever you need
support for your service.
51
ROG_335_GDE_BODY3_EN.indd 51
7/10/08 10:17:20 AM
CONTACT US
Rogers offers you many different support options and resources to help you learn more about your service.
You can go online, email or call one of our representatives any time 24/7.
Here are a few places where you can retrieve help quickly and easily:
RESOURCES AVAILABLE
CHANNEL
Technical Support or Customer Service 24/7
1 888 ROGERS1 (1 888 764-3771)
Search Frequently Asked Questions
Chat with a Live Support Agent
Browse through customer forums
rogershelp.com
echat.rogers.com
forums.rogers.com
Submit a technical question to our Electronic Support Group
rogers.com/contactus
Set up your email
Register your Rogers Hi-Speed Internet service
rogers.com/begin
View How To videos for tips on setting up and using your Rogers services
rogershelp.com/howto
Channel 99 or
On Demand Channel 100,
if you have PersonalTV with a
Rogers digital box
Understand and track your online usage
rogers.com/keepingpace
Download Rogers Yahoo! Software
rogers.software.yahoo.com
Supp
The M
Netw
The C
and O
Appl
Your
and O
Hard
Roge
Cont
(Serv
Roge
52
ROG_335_GDE_BODY3_EN.indd 52
To pro
Guidel
relating
7/10/08 10:17:20 AM
71)
SUPPORT GUIDELINES
Support for:
Rogers Hi-Speed Internet will support:
Rogers Hi-Speed Internet will not support:
The Modem and Physical
Network Connection
The Client Software
and Other Software
Applications
Your Network Adapter
and Other Customer
Hardware
fi
Rogers Yahoo! Online
Content and Services
(Services available from
Rogers Yahoo! home page)
fi
53
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7/10/08 10:17:20 AM
ROG_335_GDE_BODY3_EN.indd 54
7/10/08 10:17:20 AM
MORE FROM ROGERS
fl
fi
›
› PersonalTV
™
›
›
More From Rogers
55
ROG_335_GDE_BODY3_EN.indd 55
7/10/08 10:17:21 AM
GET MORE WITH ROGERS
fl
fi
rogers.com
PersonalTV
1 888 ROGERS1
PersonalTV
Talk, T
Get even more personal with your TV.
PersonalTV
You can’t get all this on satellite.
56
ROG_335_GDE_BODY3_EN.indd 56
7/10/08 10:17:21 AM
nalTV
ROGERS HOME PHONE
A better home phone service built around you.
fl
Home & Away
ROGERS WIRELESS
Talk, Text & More on Canada’s Most Reliable & Fastest Wireless Network.
fi
rogers.com/reliable
57
ROG_335_GDE_BODY3_EN.indd 57
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NOTES
Access
Contac
Email...
Email
Email
Email
Games
Home N
Membe
Music..
Online
Online
Organiz
Rogers
Rogers
Cable
Home
Wirel
Rogers
Rogers
Security
Norto
Norto
Norto
Paren
Pop-u
Self He
Suppor
Trouble
FAQs....
Norton Ant
Customers w
Standard pe
fees; 24-mo
Wireless: M
centres with
All channels
™Tradema
®YAHOO! i
58
ROG_335_GDE_BODY3_EN.indd 58
7/10/08 10:17:23 AM
INDEX
Access the Internet......................................................................................................................................................................... 7
Contact Us.................................................................................................................................................................................... 52
Email............................................................................................................................................................................................... 11
Email Accounts and Passwords............................................................................................................................................... 27
Email Address Set up................................................................................................................................................................ 11
Email Settings........................................................................................................................................................................... 60
Games........................................................................................................................................................................................... 22
Home Networking....................................................................................................................................................................... 23
Member Centre............................................................................................................................................................................ 27
Music............................................................................................................................................................................................. 22
Online Billing................................................................................................................................................................................. 29
Online Self Serve.......................................................................................................................................................................... 28
Organize and Share Photos......................................................................................................................................................... 21
Rogers Help Site........................................................................................................................................................................... 34
Rogers Services....................................................................................................................................................................... 56-57
Cable TV.................................................................................................................................................................................... 56
Home Phone.............................................................................................................................................................................. 57
Wireless...................................................................................................................................................................................... 57
Rogers Yahoo!Messenger ......................................................................................................................................................... 22
Rogers Yahoo!Home Page.......................................................................................................................................................... 11
Security..................................................................................................................................................................................... 15-17
Norton Antispyware................................................................................................................................................................. 17
Norton AntiVirus....................................................................................................................................................................... 15
Norton Personal Firewall.......................................................................................................................................................... 15
Parental Controls....................................................................................................................................................................... 16
Pop-up Blocker.......................................................................................................................................................................... 17
Self Help Software....................................................................................................................................................................... 34
Support Guidelines...................................................................................................................................................................... 53
Troubleshooting Checklists.................................................................................................................................................. 35-44
Frequently Asked Questions................................................................................................................................................ 45-49
Index
Norton AntiVirus is the #1 selling anti-virus product from December 2000 through January 2007 based on the NPD Group/Retail Tracking Service. Free Long Distance to other Rogers Customers:
Customers with Rogers Home Phone and Long Distance service will not be billed for Long Distance charges for calls made to other Rogers Home Phone, Rogers Wireless and Fido customers in Canada.
Standard per-minute and other wireless plan charges plus taxes are excluded. Better Choice Bundles: Discount begins after promotional period ends and applies to eligible recurring monthly service
fees; 24-month commitment required. Installation fees, connection and/or relocation fees are extra. Early cancellation fees and other conditions apply. See rogers.com/bundles for details. Rogers
Wireless: Most reliable network claim refers to call clarity and dropped calls test results as conducted by Rogers and a recognized third-party research company in the majority of urban Canadian
centres within the Rogers Wireless GSM footprint, comparing voice services of the major wireless providers. PersonalTV: Basic Cable and Digital Cable Box required to receive digital programming.
All channels receive digital signals where Digital Cable permits. Channels and services may vary by region.
™Trademarks of Rogers Communications Inc. used under license or of Rogers Cable Communications Inc. or of Rogers Wireless Partnership. ®Fido is a registered trademark of Fido Solutions Inc.
®YAHOO! is a trademark of Yahoo! Inc., used under license. All other brands, names and logos are trademarks of their respective owners; all rights reserved.
59
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7/10/08 3:44:24 PM
YOUR ROGERS HI-SPEED INTERNET SETTINGS
IMPORTANT: You’ll need these details to register for your Rogers Hi-Speed Internet service and to sign up
for your primary email address at rogers.com/begin or by using the enclosed Installation CD.
Your Registration Key and Registration Number:
Registration Key: _____________________________________________
(ie: S231123456789)
Registration Number: _________________________________________
(ie: 98769876)
Your email addresses/Rogers Yahoo! usernames
Retrieving your Registration Key
and Registration Number
Primary Address/username:
If you don’t have your Registration Key and Registration Number,
you can get them using your account information.
_________________@rogers.com (@nl.rogers.com in Newfoundland)
Primary Password:
• Your Registration Key is your Account Number (remove any
spaces or dashes) with an ‘S’ in front of it. For example, if your
account number is 251-123456789, then your Registration Key
will be S251123456789
_______________________________________________________
Secondary Address/Username* Password
1. _____________________________________________________
• Your Registration Number is the last 4 digits of your home
phone number REPEATED TWICE. For example, if your phone
number is 416-555-6789, then your Registration Number
will be: 67896789
2. _____________________________________________________
3. _____________________________________________________
4. _____________________________________________________
If you were unable to use the information above to locate your
Registration Key and Registration Number, please call us at:
1 888 ROGERS1 (1 888 764-3771).
5. _____________________________________________________
Email Program Setting Overview:
Setting
Ontario and New Brunswick
Newfoundland ONLY
Incoming Mail Server Type:
POP3
POP3
Incoming (POP) Email Server Name:
pop.broadband.rogers.com
pop.nl.rogers.com
Incoming Mail Server Point
110
110
Outgoing (SMTP) Email Server Name
(SMTP Authentication Required)**
smtp.broadband.rogers.com
smtp.nl.rogers.com
Outgoing Mail Server Port:
587
587
*To see how many secondary email addresses/usernames are included with your level of service, see the chart on page 6 of this User Guide.
**To send email with Rogers Hi-Speed Internet, your email program (such as Microsoft Outlook Express) needs to be SMTP Authentication-enabled.
If you have a router, please record your router settings here for future reference:
SSID: _____________________________________________
Router Username: ________________________________________
WPA Passphrase: _________________________________
Router Password: ________________________________________
60
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T:27.109 in
WANT TO
LEARN MORE?
1. Watch our
How-To Videos
at rogershelp.com
or on Rogers digital TV
Channel 99.
2. Chat with a live Rogers
representative at
rogers.com/livesupport
3. Call 1 888 ROGERS1
(1 888 764-3771) for
24/7 technical support.
Welcome to a truly personal Internet.
Thank you for choosing Rogers Hi-Speed Internet.
The online world is now yours to explore, your way. Get ready to surf, chat, stream music,
play games, shop, get news and much more – all with your personal Rogers Hi-Speed Internet
service. This guide details all the features now available to you. It also supplies step-by-step
instructions to help you use your Internet service to its fullest potential.
Enclosed in this guide is your Rogers Hi-Speed Internet Installation CD. It will help you to register
your service and install Rogers Yahoo! Software. By installing the contents of this CD, you will have
access to premium content and services – at no extra charge.
With Rogers Hi-Speed Internet, these great features are included:
• Stay connected with those close to you with Rogers Yahoo! Email.
• Store and share your digital photos online with Flickr Pro.
• Surf with complete peace of mind with Rogers Yahoo! Online Protection
featuring Norton AntiVirus.
• And much more…
T:10.125 in
Rogers is committed to innovation and leadership in order to provide you with the best
possible service. We’re continually making improvements to our services and will notify
you of advancements coming in the future.
Enjoy your online experience with Rogers!
Yours truly,
Phil Hartling
Vice President,
Consumer Services
Rogers Cable Communications Inc.
ROG_335_GDE_CVR_EN.indd 2
7/3/08 7:49:36 AM
T:27.109 in
REMINDER:
DOWNLOAD
NORTON
ANTIVIRUS
Surf with
Rogers Yahoo!® Online
Protection featuring
Norton AntiVirus.
It’s included with
your new service.
Download it in two
simple steps today at
rogers.com/onlineprotection
NEED HELP?
GET IT YOUR WAY.
•
•
•
•
T:10.125 in
Visit our Help Section at rogershelp.com
Chat with a Rogers Live Support Agent.
Search our FAQs.
Browse through our customer forums.
View our How-To Videos for great tips and instructions.
Call us at 1 888 ROGERS1 (1 888 764-3771)
Inside:
• Set up your email
Tip:
• Download online security
If you’re having trouble with your Internet connection, the first thing to try
is to restart your modem and computer following the easy steps below:
• Troubleshooting & FAQs
1.
2.
3.
4.
5.
• Share photos and play online games
• And much more…
Turn off your computer.
Unplug your modem (and router, if you have one) from the electrical outlet.
Wait for 10 seconds.
Plug the modem (and router, if applicable) back into the outlet.
Start your computer.
FPO
YOUR ROGERS HI-SPEED INTERNET
USER GUIDE.
Cert no. XXX-XXX-XXXX
335-BRO-EN-0608
ROG_335_GDE_CVR_EN.indd 1
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