Residential High Speed Internet: FAQs
ABOUT CITÉNET'S RESIDENTIAL HIGH SPEED INTERNET SERVICES
Why should I choose CitéNet's Residential High Speed Internet service?
CitéNet has offered a friendly and reliable Internet service to thousands of satisfied customers since 1995. We strive to provide our customers a web experience they will not find anywhere else. Here are some things that make us different:
1. A live friendly and knowledgeable support team solves your technical problems, 7 days a week.
2. Competitive, low-cost Internet service plans equipped with a host of valuable features such as spam and virus control, generous email and web storage, unlimited data transfer and more.
3. Flexible payment options - choose between monthly and annual plans, buy or rent the modem, or use your own, pay by credit card or use the preauthorised payment option.
What is FastPath what are its benefits?
FastPathTM is our residential high-speed Internet service designed for home users who demand speed and value. FastPathTM offers lightning fast speeds, multiple email accounts, generous email and web space, email spam and virus control, as well as web access to your email.
- Why should I choose CitéNet's Residential High Speed Internet service?
HOW TO SUBSCRIBE
How do I subscribe to CitéNet's high-speed Internet services?
1. Visit www.citenet.net and select "Residential Poducts and Services".
2. You may signup online or download the signup form.
3. Submit the completed form either by fax at 514-861-5953, or by email. To submit by email, scan the completed form and send as an attachment to firstname.lastname@example.org.
- How do I subscribe to CitéNet's high-speed Internet services?
SERVICE AVAILABILITY AND SYSTEM REQUIREMENTS
What if DSL service is not available in my area?
Try one of our dial up plans! Click here for more details.
Will my service be automatically transferred if I move and keep the same phone number?
No. Your High Speed Internet service is provisioned for the phone line and not the phone number. If you plan on moving, please contact us 30 days in advance and provide us with your new home address so that we may check availability and arrange to have your service reprovisioned at your new address.
Will my MAC be compatible with CitéNet's high speed service?
Both Mac and Windows machines will work with CitéNet's Residential High Speed Internet services, as long as they meet minimum requirements.
- What if DSL service is not available in my area?
How do I receive the $15 credit from the referral program?
You must refer a new customer to sign up for FastPathTM . Have them provide your full name and CitéNet account number when they complete the signup form.
I referred new customers to CitéNet in the past. Will I receive the credit for those referrals?
The Referral Program is a new initiative for CitéNet and cannot be applied to past referrals. We realise that word of mouth is the best advertisement and with this referral program in place, we hope to encourage more existing customers to refer our service to others.
What are the conditions of the Referral Program?
Read the terms and conditions of the Referral Program here.
- How do I receive the $15 credit from the referral program?
How long will it take for my High Speed Internet service to be activated?
It will take approximately 5-7 business days for your service to be activated after we validate your information.
When do I receive my Installation Kit and what is included in it?
Your Installation Kit will arrive at your home 5-7 business days after you sign up for your service. The Installation Kit will contain:
- An access information sheet which contains your connection settings and other details of your account
- ADSL Modem (if ordered)
- Power adaptor
- One telephone filter
- Line splitter with built-in filter
- Telephone cable
- Ethernet cable
Please note that there is a $20 shipping and handling fee for the shipment of the installation kit to you.
How do I set up my High Speed Internet service?
Setting up CitéNet's Internet service is simple: "plug and play". Your Installation Kit contains all the hardware you need to connect to the Internet. In addition, the DSL modem comes with a User Manual, which contain instructions on how to install your modem. Your modem will be pre-configured with the necessary settings so you do not have to worry about technical configurations.
If you require assistance in setting up your Internet service please contact our Technical Support Department. You may also order the onsite installation service which is available at an additional charge.
Do you provide onsite installation service and how much does it cost?
CitéNet provides onsite installation services including installation of the ADSL service, configuration of TCP/IP, web browser as well as e-mail clients on up to two personal computers. The service is available during regular hours (9:00am to 6:00pm EST) at a rate of $100 per hour. After regular hours, including public holidays and weekends, the rate will be $150 per hour. The minimum charge for an on-site visit is one hour.
Mileage for travel outside Montreal is charged at the rate of $0.50 per km actually travelled plus any additional actual out of pocket expenses incurred.
- How long will it take for my High Speed Internet service to be activated?
MODEMS AND HOME NETWORKING
Can I use my own modem with CitéNet's residential high speed services?
Yes, you may. However, we strongly recommended that you use a CitéNet supplied high-speed modem. Should you choose to use your own modem, it must be of a type and brand acceptable to CitéNet. When you install a modem not supplied by CitéNet, CitéNet will be unable to provide any free filters or technical support relating to the modem.
What are the benefits of the home networking modem/router?
CitéNet's home networking modem/router acts as a modem and a network router so you do not have to purchase additional switches or routers to share your internet connection. You may also share music, videos, photos, files and data stored at your PCs or laptops. Not only can you connect PCs and laptop, you may also connect other devices such as VoIP adaptors or all-in-one printers to the home networking modem. CitéNet's home networking modem/router also has a wireless option, allowing you to connect multiple devices wirelessly. This wireless option gives you the flexibility and freedom to surf the Internet, check email, and chat from virtually any room in your home. If you do not have wireless-enabled devices, the home networking modem/router also has 4 Ethernet ports so you may connect multiple devices to the modem/router via Ethernet cables.
I am not able to set up the modem on my own. How can I get help?
If you require assistance in setting up your modem you may contact our technical support department or place an order for an onsite installation service. (Fees apply for any site visits, please contact email@example.com for more details).
What type of wireless network card do I need for my PC or laptop if I want the wireless option?
We recommend that you use a G-Wireless network card.
What if my modem malfunctions?
If you experience any problems with your modem, please contact our Technical Support Department immediately. Please refer to the Terms and Conditions page at www.citenet.net/terms for details regarding the modem warranty.
- Can I use my own modem with CitéNet's residential high speed services?
PERSONAL SECURITY SUITE
What is the Personal Security Suite and what are its benefits?
The Personal Security Suite is a world-class, ICSA certified security solution designed to protect your PC from all types of Internet threats - viruses, worms, spyware, greyware, spam, malicious web content, hacker attacks and much more. When you install and use the Personal Security Suite you receive an unmatched level of safety, security and reliability.
What is included with the personal security suite?
The following features are included with Personal Security Suite:
- Real-time anti-virus protection
- Powerful anti-spyware shield
- Personal firewall
- Hacker intrusion prevention
- Web content filtering
- Advanced spam control
- Secure VPN
- Automatic updates
- User friendly interface
- ICSA certified protection
ICSA Labs sets standards for information security products and certifies over 95% of the installed base of anti-virus, firewall, IPSec VPN, cryptography, SSL VPN, network IPS, anti-spyware and PC firewall products commonly deployed in the world today.
How do I install the personal security suite?
The instructions for installation of the sersonal security suite are provided on the access information sheet, which is part of your installation kit.
How do I subscribe to the personal security suite service?
You may subscribe to the personal security suite when you sign up for any of CitéNet's High-Speed Internet plans. When you subscribe to FastPathTM , with a 1 year agreement, you receive the personal security suite for up to two PCs free. You may purchase additional licences at 5$ each per month.
What are the minimum requirements for Personal Security Suite?
Find out about the minimum requirements by visiting www.citenet.net/pss.
Can I install the Personal Security Suite on my PC if I have another anti-virus program already running on my computer?
No. You will need to remove all other anti-virus software from your PC before you install the personal security suite, otherwise the installation will fail.
- What is the Personal Security Suite and what are its benefits?
What is a telephone filter and why do I need it?
One of the benefits of our Residential High Speed Internet services is that you may use the Internet and your telephone at the same time. To ensure that your voice services remain unaffected by the tiny amount of static that a high-speed connection may generate, you will need to attach a filter to each phone that is connected to the same line as your high speed Internet connection. Every high-speed plan includes two free filters. Additional filters may be purchased from CitéNet.
How do I purchase additional telephone filters?
You may purchase additional telephone filters when you signup for the high-speed Internet service using the signup form. If you are already an existing CitéNet client, please contact our Customer Support department at firstname.lastname@example.org.
- What is a telephone filter and why do I need it?