Frequently Asked Internet
Questions
If our FAQ's do not answer your question please feel free to e-mail HelpDesk@tvcconnect.net for further assistance or call us at 860-446-4009.
High Speed Internet FAQs
Why should I choose Thames Valley Communications high
speed Internet access?
The incumbent telecommunications and cable companies try
to deal with the bandwidth explosion by retrofitting outdated
copper wire and coaxial cable. It is an end-less game of catch
up and this creates a bottleneck. The biggest bottleneck on
the Internet that a user can control is the modem feeding
data to their computer. When you hyperlink from site to site,
browse web pages with lots of graphics and multimedia files
like streaming video and MP3 audio, it is bandwidth that matters.
The Internet provider you choose, and the connection to your
computer are the two things you can control the most. Thames
Valley Communications cable modem service is capable of delivering
much greater bandwidth to your home, utilizing Thames Valley
Communications advanced fiber-optic network.
How fast is it?
Cable modems are capable of delivering extremely fast
Internet access. Yet, as with all modems, especially DSL,
connection speeds vary. Thames Valley Communications advanced
fiber-optic technology offers speeds far greater than dial-up
telephone modems, ISDN and even ADSL. For example, a file
that takes 9 minutes to download over a 28.8k phone modem
would take 2 minutes on ISDN, compared to 2 seconds on Thames
Valley Communications. The actual speed that you receive data
is dependent, not only on the cable modem, and Thames Valley
Communications network, but also the web server you are connecting
to, and the processing power of the computer receiving the
data. The connection beyond Thames Valley Communications network
is affected by daily traffic on the Internet, and the bandwidth
capabilities of the site to which you are connecting.
What does the install include?
Thames Valley Communications Internet cable modem service
professionals will:
• Install a Network Interface Card (NIC), if your computer
requires one
• Connect and test the cable modem equipment
• Initialize the cable modem.
• Authenticate the username and password.
• Activate the cable modem service.
• Briefly demonstrate the service and its download capabilities.
• Verify that the service works and answer basic questions.
Do I have to install Thames Valley Communications high
speed Internet service?
No. A professionally trained Thames Valley Communications
technician will install all of the cable modem hardware and
software for you. If you do not already have an Ethernet Network
Interface Card (NIC), then Thames Valley Communications will
install one for you. It’s that simple!
If I am renting, do I need my landlords
permission to get Thames Valley Communications installed?
Yes, Landlord Permission
Form
Do you offer parental controls?
Currently, TVC does not provide parental controls within
our Internet Service. We are aware that this is a concern
for many parents and we would like to offer you some links
of interest on this topic.
List and FAQ:
http://www.fbi.gov/publications/pguide/pguidee.htm
http://www.safetysurf.com/
http://www.microsoft.com/windows/products/windowsvista/features/details/parentalcontrols.mspx
http://dmoz.org/Computers/Software/Shareware/Windows/Security/Parental_Control/
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Software:
http://www.netnanny.com/
http://www.cyberpatrol.com/
http://www.cybersitter.com/cybinfo.htm
http://www.guardiansoftware.com/
http://www.contentpurity.com/scanintro.htm
http://www.safeeyes.com/flash.htm
http://us.mcafee.com/root/package.asp?pkgid=104
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Miscellaneous:
parental controls
http://www.cyberangels.org/
TECHNOLOGY
& NETWORK
Can I use more than one computer?
At this time, Thames Valley Communications will install the
high speed Internet service connection only for a single computer
connection in a customer home. Thames Valley Communications
does not install or provide customer support for home LANs,
and we cannot answer technical support calls regarding their
usage, configuration or problem solving. Once the installation
has been completed for a single computer by a Thames Valley
Communications technician, we will only support that single
connection. Thames Valley Communications will provide you
with a dynamic IP connection as a component of the service.
Can I attach a server to your network?
No. However, Thames Valley Communications does offer high
speed Internet access for business customers to connect LANs,
intranets and servers to the Internet. Please call 1.860.446.4009
for more details.
What’s an IP address and what’s the difference
between a static and a dynamic IP address?
An IP address is essential to using the Internet. Thames Valley
Communications does not allow residential subscribers to host
a server, therefore we issue only dynamic IP addresses. This
dynamic IP may change at any time, and will not allow people
to connect to your server. These dynamic addresses are given
out for two reasons: they make network administration easier,
and they also act as a deterrent to hosting your own server.
A static IP address never changes, and can always be found on
the Internet.
NOTE: Thames Valley Communications is
not responsible for the security of your individual system
or LAN, its physical resources and/or contents, and does not
assume any responsibility for the security of traffic on the
Internet.
What exactly does the specification DOCSIS mean?
DOCSIS is a cable modem standard that stands for Data Over
Cable Service Interface Specification (DOCSIS), and it defines
the interface requirements for cable modems involved in high-speed
data transmission over cable television networks. These standards
and testing will help inter-operability between cable modems
and cable networks.
How long will Thames Valley Communications allow you to
stay connected to the Internet before disconnecting?
Two-way cable modems are constant “always on” connections,
and therefore, theoretically never disconnect you.
CABLE
MODEM & EQUIPMENT
Motorola SB5100 Series Cable
Modem User Guide
What can I do to troubleshoot my cable modem’s connection
to the network?
Most problems with your cable modem connection are corrected
by rebooting the cable modem’s operating system. The
process Thames Valley Communications uses to reboot your computer
and cable modem is called a “power-cycle.”
For
basic troubleshooting:
Turn off your cable modem and computer in the following manner:
1. Disconnect the cable modem power cord from the electrical
outlet.
2. Shut down your computer and turn off the power.
3. Wait at least 30 seconds and turn the power back on for
this equipment in following order: first the cable modem,
and second the personal computer.
4. Open your Internet browser and try to reach a web page.
You should try to power-cycle the cable modem and computer
each time you experience an outage.
How does the cable modem work?
The modem is connected on one side to an Ethernet on your
computer. The other side of the cable modem is connected to
the Thames Valley Communications cable outlet on the wall.
The cable modem works like an addressable cable converter
box and is “tuned” to select the Internet data channel.
The data to and from your PC travels over the Internet data
cable channel on the Thames Valley Communications fiber optic
network to the Thames Valley Communications headend and Internet
gateway.
Can I have more than one E-mail account?
Yes. Thames Valley Communications allows you to have up to
7 free e-mail accounts. Additional accounts are available
for a fee.
Can I get cable modem service if I do not have Thames
Valley Communications cable TV service?
Yes. You can now get cable modem service without receiving
Thames Valley Communications cable TV services!
What is an Ethernet card and why do I need it?
An Ethernet card or Network Interface Card (NIC) is the interface
that enables your computer to communicate with the cable modem
via an Ethernet, or cross-connect cable, which then allows
you to receive the Internet signal. Thames Valley Communications
technicians will provide all necessary cable to complete the
installation, and install a working 10/100 BASE -T connection
in your computer prior to the installation of the cable modem.
Can I watch TV and use the high speed cable modem at the
same time?
YES. Thames Valley Communications cable modems operate over
a separate channel. Neither the PC nor your TV is affected by
simultaneous use.
Motorola Consumer Line (Broadband Technical Center) - (877) 466-8646
SECURITY
SITES / VIRUS PROTECTION
How to protect your Home PC:
Microsoft:
http://www.microsoft.com/security/default.mspx
Free Virus/Worm Removal tools:
Avast:
http://www.avast.com/eng/avast-virus-cleaner.html
F-Secure:
http://www.f-secure.com/download-purchase/tools.shtml
Avira:
http://www.filedudes.com/Avira_AntiVir_Removal_Tool_for_Windows-download-41318.html
McAfee:
http://vil.nai.com/vil/stinger/
Download.com
Special Collection
The best free security and spyware software
INTERNET SECURITY EDUCATION
Internet
Good Practices
Viruses: Still costly -- Sept 06 ConsumerReports.org
Phishing: Boom times -- Sept 06 ConsumerReports.org
Spam: Heavy traffic -- Sept 06 ConsumerReports.org
SPAM Blockers -- MailWasher
FCC Tips for
VoIP Subscribers
If you have or are thinking of subscribing to an interconnected
VoIP service, you should:
- Provide your accurate physical address to your interconnected
VoIP service provider to ensure that emergency services
can be quickly dispatched to your location.
- Be familiar with your interconnected VoIP service provider’s
procedures for updating your address, and promptly update
address information in the event of a change.
- Have a clear understanding of any limitations of your
911 service.
- Inform children, babysitters, and visitors about your
interconnected VoIP service and its 911 limitations, if
any.
- If the power is out or your broadband connection is down,
be aware that your interconnected VoIP service may also
be out. Consider installing a backup power supply,
maintaining a traditional phone line and analog phone, or
having a cellular phone as a backup.
- If you have questions about whether the phone service
you are receiving is an interconnected VoIP service, contact
your service provider for further information.
For more information about interconnected VoIP and 911 or
about VoIP in general, see http://www.fcc.gov/cgb/consumerfacts/voip.html
or www.fcc.gov/cgb/voip911order.pdf.
You can also contact the FCC’s Consumer Call Center
at 1-888-CALL-FCC (1-888-225-5322), or a TTY telephone call
to 1-888-TELL-FCC (1-888-835-5322).
VISTA Issues
I am unable to connect to the Internet using Vista as my operating system. I get Unknown Network.
There are industry wide issues with Vista, we will attempt installation but cannot guarantee connection at this time. If you are having trouble maintaining a connection and your cable modem has all it's lights on it (all four green lights, in the case of a Motorola surfboard modem) then the issue is with your Vista operating system.
After making sure your cable modem connection is set up as a Local Area Connection (and NOT Broadband) and all others are disabled we suggest that you leave your computer on and actively connected to the cable modem for a period of 12-36 hours. The Unidentified Network usually resolves itself over time.
If this does not resolve your Unidentified Network p lease contact Windows tech support at 1-866-234-6020 / (800) 426-9400 or the place where you purchased your computer.
Here are some computer companies tech support telephone numbers:
HP 1-800-474-6836
Sony 1-888-476-6972
Dell 1-800-624-9897
*** If you are thinking of upgrading your computer system to Vista we strongly suggest that you hold off until the above issue has been resolved. Please check this website often for updated information.
SPAM POLICY
Sending unsolicited email is against Thames Valley Communications Acceptable Use Policy. Those that spam other Internet citizens will be warned the first time then blocked. Thames Valley Communications supports all of the current and new State and Federal SPAMMING, Cyber Identity Theft and Internet Child Porn Laws and will assist State and Federal authorities in prosecuting offenders. To learn more of what constitutes spam see TVC SPAM Policy. If you need to contact us concerning spam please e-mail helpdesk@tvcconnect.net.
SPAM E-MAILS
TVC will never send out
mass e-mails without first putting a message announcing it
on this webpage. In addition, do NOT ever
open e-mails from service@tvcconnect.net, postmaster@tvcconnect.net
or admin@tvcconnect.net.
Here are a few very simple things to be aware
of to avoid the evils of Spam.
1) Do not open e-mails from senders who you do not
know
2) If you are suspicious of an e-mail, DELETE IT - no point in taking chances
3) NEVER click on a link within an e-mail
from a Spammer or unknown sender
4) NEVER open an attached file from someone
who you do not know
5) NEVER reply to an e-mail in an attempt
to stop them from reaching you in the future
There is a company on the Internet called "Click Con". They have a web site called www.tvcconnet.net. This is not Thames Valley Communications as our web address is www.tvcconnect.net. They offer prizes. We want you to be aware that these offers are not coming from us!
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