FREQUENTLY ASKED QUESTIONS

1. What is DSL?

DSL (Digital Subscriber Line) is high-speed Internet access that utilizes existing copper telephone lines that are in place in your home. DSL can offer T1- like speeds up to 60 times faster than a 56Kbps modem. DSL is based on a digital signal which can squeeze much more capacity out of a copper phone line than an analog modem can. Your current phone line uses only 1% of the line capacity for a voice call.

2. What are the benefits of the service to me ?

• Downloads can be completed in seconds at up to 60 times the rate of a 56K modem.
• You can choose to always be connected with no wait for dial up access.
• No second phone line is required. You can make voice calls or send and receive faxes while connected to the Internet.
• Consistent speed regardless of how many people are on line.
• Internal and external modem configurations are available.

3. What do I need to install the High Speed Service?

• An existing Bell telephone line.
• A modem, either internal or external for the 3Mbps service.
• We can not guarantee that the service will be compatible with all system configurations
  

4. What does the service include?

• High speed dedicated access
• 5 MB of personal or small business web space
• 1 email address

5. What are the costs of the service?

See the pages with Residential and Business Pricing.

First and last month's payments are due in advance, failure to pay an invoice by the due date may result in account suspension with NO refund.

A written notice of termination is required from the client at least 30 days in advance.

A reactivation charge will apply if you move or change the number on which the service is activated.

There will be absolutely no refunds on the service for any reason.

6. Will there be any charges on my Bell telephone bill?

No, there will not be any charges for this service on your Bell phone bill. You will see only an indication that this service is activated on the phone number.

7. Is this service available in all areas?

At this time availability is limited to areas where Bell Canada central offices are equipped to provide the services to us. IGS can provide service in all areas where Bell has equipment available.

8. Do I need a second phone line?

No.

9. Are all Bell Smart Touch features and current answering machine services affected by this service?

There is no effect on current services that you use.

10. Can I send and receive faxes with the High Speed service?

No. The DSL modems are not equipped as a fax modems. You must continue to use existing dial-up faxing or fax machine for this purpose.

11. How long does it take to have the service activated?

It will take on average 7-10 days from the date an order is submitted is signed and paid. This time frame is for the activation of the line and does not take into consideration the installation of hardware or software on the client computers.

12. I have pre-paid my account for a year. What happens to the money that I have already paid?

At the date of activation of the service, your existing account balance for unused service on your dial up account will be calculated and applied to the balance due for the High Speed service.

13. Do I have to change my login or e-mail accounts?

Your e-mail address that you have today with IGS KW remains the same with the new service, a new login for the high speed connection may be required.

14. I run a small business. Is this service available to me?

Yes. However your classification by Bell on whether you have a residential or a business line will affect the cost of this new service to you. If Bell deems your home phone to be a business line you will have to apply for a Business account. If Bell is charging you for a residential line you will only need apply for the Residential account.

15. Can I network more than one computer on one account?

Yes, more than one computer can be configured to access the same line. Additional hardware or software may be required to do this. This additional hardware or software is not provided with the installation of the service and is the responsibility of the owner to obtain and configure their equipment for the service. Throughput speeds may be affected with more than one computer on the service.

16. Can I have a static IP address?

Yes.

17. Will other DSL style modems work with the High Speed Service?

Yes, check the availability of Alcatel service, this is new standard for DSL.

18. Will high speed service work with a Macintosh computer ?

Yes, Macintosh computers need to use an external modem and must have an ethernet interface dedicated to communicate with the external modem. Version 7.6 or later is required of the operating system.

19. How do I order the high speed service ?

The first thing you should do is ensure your phone number can have the service, check the availability page, you also MUST be serviced by Bell Canada with a Kitchener/Waterloo or Cambridge telephone number. You MUST fill out and sign forms relating to the service, no order will be placed until original signed forms are in the IGS KW office. You may obtain the forms by fax, e-mail, regular mail, or by coming into the IGS KW office 10am to 6pm weekdays or 1pm to 5pm Saturday.

20. Where can I find out more info about DSL and how to make it as good as possible ?

Try a site called http://www.carricksolutions.com and look in the general xDSL area for many hints.