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WELCOME TO VERIZON HIGH SPEED INTERNET. For a better online experience, start here today.
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Congratulations on choosing Verizon High Speed Internet — the best value in broadband.
First of all, be sure to retain the shipping label from your shipment box and/or the order confirmation e-mail. Each has the Order Number that you will need to activate your account. (See page 6.)
In this guide, you’ll find everything you need to set up and enjoy your new Internet service.
STEP 1: Equipment Setup & Installation. Learn what’s in the box and how to hook it all up.
STEP 2: Activation & Registration. After your Service Ready Date (the day your High Speed Internet will be turned on), it’s time to activate your High Speed Internet service. We’ll tell you how.
STEP 3: E-mail, Networking, Support & More. Find out how easy it is to set up and use e-mail, network at home and away, access your account, get help and more.
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STEP 1: Equipment Setup & Installation
YOUR GUIDE TO INSTALLING AND USING VERIZON HIGH SPEED INTERNET.
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In this section, we’ll walk you through the process
for equipment setup and installation. It’s quick.
It’s easy. And it’s the beginning of a new and
exciting online experience.
Installation is the important first step to connecting with Verizon High Speed Internet. Since we’ll need some time to optimize your Internet connection after you’ve installed your equipment, the sooner you install, the sooner you can get moving.
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IMPORTANT: Once you’ve installed all your
equipment, please leave the modem on at
all times — even before your service is turned
on — to ensure Verizon can optimize your
Internet connection.
To verify your Service Ready Date, please go to myverizon.com/whatsnext.
Need help? Feel free to call our technical support specialists 24/7 at: 1.800.VERIZON. We’re always here to make sure your online experience is the best it can be.
STEP 1: Equipment Setup & Installation
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Your Verizon High Speed Internet is easy to install. In this package, you’ll find only one of the two devices below. Identify your modem or router, then check to make sure you have the additional pieces shown.
What’s in the box
Verizon Wired Modem Verizon Wireless Gateway Router
Style/model may vary. Style/model may vary.
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2
Modem Power Supply Wall Mount Filter
(Optional: You must request this with your initial order.)
Phone Line Filter 2-for-1 Adapter
Ethernet Cable Phone Line
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Before you begin
Remember your Service Ready Date.
If you currently have Internet through your telephone line, please DO NOT install Verizon equipment until your Service Ready Date.
If you have an Internet connection through any means other than your telephone line, follow the instructions in this section:
Install the filters.
• Filters improve your connection to Verizon High Speed Internet.
• Plug a filter into every in-use phone jack. (See the picture below.)
• Without filters, you will experience reduced speeds as well as static or hissing on the telephone line.
• Important: Do not use a filter on the modem.
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Phone Line Filter
Phone Jack
• Fax machines • Caller ID units • Satellite receivers • Security systems
3
Phone Line Filter
Phone Jack
Examples of devices that require filters:
• All phones (corded & cordless) • Dial-up modem (if still in use) • Answering machines • Emergency medical devices
Note: Filters are only required if you have landline telephone service. If you need more, you can order additional filters at: verizon.com/hsiaccessories.
• Fax machines • Caller ID units • Satellite receivers • Security systems
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Getting started
Wall Phone and Phone Cord
Phone Line
Optional Wall Mount Filter
What kind of phone do you have?
If it’s a wall phone:
1 Connect the phone to the wall mount filter. (If you didn’t request a wall mount filter, temporarily use the phone line filter supplied, and visit verizon.com/hsiaccessories to order a wall mount filter.)
2 Connect the filter to the phone jack.
1
Phone Jack
2
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4
Desk Phone and Phone Line Phone Line Filter
Phone Line Filter
If it’s a desk phone:
Connect the phone to the filter.
Connect the filter to the phone jack. (Please pay attention to the order in which you connect: the phone line filter should be the last piece plugged into the phone jack.)
3
4
3
Phone Jack
4
Plug a filter into every in-use phone jack.
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Take the next step
Phone Line
Put it all together:
5 Connect one end of the phone line to the modem. Then connect the other end of the phone line to the 2-for-1 adapter. (Important: Do not put a filter on the phone line connected to the modem.)
6 Connect the phone line from your phone to the phone filter, and the filter to the 2-for-1 adapter.
7 Insert the 2-for-1 adapter into your phone jack.
8 Plug the modem into the power outlet. Turn on the modem using the on/off button (on the back of the modem).
(Front of modem)Modem
5
(Back of modem)
Modem Power Cord > Power Outlet
8
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5
If you have more than one phone jack available, you don’t need the 2-for-1 adapter.
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2-for-1 Adapter
5
Desk Phone
Don’t put a filter between the modem and phone jack.
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Take the next step
Quick checklist:
q The modem is ON (please keep it on at all times). If you choose to turn it off, wait at least 30 days after activation to ensure line is optimized.
q Have you installed filters on ALL phone devices, including fax machines, answering machines, Caller ID units and satellite receivers?
q Make sure you do NOT have a filter between your phone jack and modem. The filter will prevent an Internet connection.
q Check your modem is NOT connected to your PC.
q Save the shipment box. The Order Number is on the shipping label. You will need this number for activation on the next page.
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IMPORTANT: Once you’ve installed your equipment, we’ll need some time to optimize your phone lines. Your Internet will not be ready for use until your Service Ready Date provided by Verizon. The Service Ready Date is the day your high speed Internet will be turned on.
Please go to myverizon.com/whatsnext to verify your Service Ready Date. Then enter it here as a reminder.
You will be notified by e-mail or phone when your service is ready.
Please note: Only after the Service Ready Date can you connect the modem and begin the activation process.
Turn the page to get started.
Stop!MY SERVICE READY DATE IS:
Service date reminder
(can be anytime between 1pm and 9pm, ET)
MY ORDER NUMBER IS:
(on your shipping label and the confirmation e-mail)6
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Plug the modem into your computer on your Service Ready DateMake the connection. 9 If you still have Internet equipment connected
from another provider, remove that equipment now. Remove the old hardware, cables and cords from the wall and your computer. Disconnect the old modem from your computer.
10 Connect one end of the Ethernet cable to the Ethernet port of your computer.
11 Connect the other end of the Ethernet cable to the Ethernet port on the back of the modem. The light on your modem labeled “Internet” should be solid GREEN. Ethernet Plug
10
Desktop Computer
Laptop Computer 10
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7
(Back of modem)
(Front of modem)Modem
Desk Phone
Modem > Ethernet Cable > Computer
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After the Service Ready Date and once you’ve connected the modem to your computer:
1. Open Internet Explorer®. Mac® users open Safari. If you are not automatically redirected, go to the address bar and type: activatemyhsi.verizon.net.
2. Register your account and accept the Terms of Service agreement.
3. During Registration, your User ID and Password will be created to enable e-mail access.
4. Configure your Verizon High Speed Internet account. 5. Download the software to activate your Internet
connection and any additional products you purchased.
STEP 2: Account Setup & Activation
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STEP 2: Activation & Registration
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Troubleshooting during equipment installation
Problem:The high speed Internet light on your modem is blinking.• Verify that your phone jack is working: Plug a telephone
into the jack to see if there’s a dial tone.• Make sure you didn’t put a filter on the modem.• Make sure you’re using the phone line provided, or
one similar in length. The phone line must be 15 feet or shorter.
• Ensure that all old Internet equipment is removed.Problem:Static or hissing on the phone line.• Make sure each phone line in use has a filter attached,
and the filter isn’t damaged.• Make sure you do NOT have a filter between your
phone jack and modem. The filter prevents an Internet connection.
Problem:All the lights on your modem are solid (not blinking) but you can’t connect to the Internet.• Turn the computer off and on again.• Make sure you registered the account. If you have not
registered, go to activatemyhsi.verizon.net.• Verify that your Ethernet cable is connected properly:
You must connect one end of the Ethernet cable to your modem’s Ethernet port and the other end to your computer’s Ethernet port.
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Other questions you may have:
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Do you have a wireless router?If so, see the Support/Home Networking section at verizon.com/hsigetconnected.
Need more filters?You can order more filters, a wall filter and many other high speed Internet products at verizon.com/hsiaccessories.
Want to make sure your router is secure?To learn more about your Wireless Security, visit support.verizon.com. Click Internet > Home Networking > Wireless Home Network Security.
Still need help? Visit us online at verizon.com/help. Or Residential Customers, call us at
1.800.VERIZON.
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Before you continue:
q Have you installed your equipment?
q Has your Service Ready Date arrived?
q Have you activated and registered your service?
If you answered YES to all of the above questions, then you are ready to move on.
If you answered NO to any of the above questions:
Return to Steps 1 or 2 to complete your setup and activation. If you need help, visit us at verizon.com/support.
STEP 3: E-mail, Networking, Support & More
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STEP 3: E-mail, Networking, Support & More
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Getting started in e-mail
How do I set up my main e-mail account?
Before you set up e-mail, make sure you registered first at activatemyhsi.verizon.net. You should have set up your primary e-mail account during the registration portion of your service installation. You’ll need your username and password to log in and access your e-mail at myverizon.com.
Create additional e-mail accounts.
To create additional e-mail accounts, you’ll need to set up Sub-Accounts. A Sub-Account is a secondary e-mail account associated with your main Verizon High Speed Internet e-mail account. Each Sub-Account has its e-mail address with a unique username and
password. With 8 Sub-Accounts, everyone in your family can have their own private e-mail address and inbox, and you can keep your personal and business e-mail separate with different addresses.
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E-mail Networking Account Access Support Q & A
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How do I set up a Sub-Account?
1. Go to myverizon.com.
2. Select “My Account.”
3. Select “Create New Sub-Account.”
If you use Microsoft® Outlook Express:
1. Go to “My Account.”
2. Use the “Set Up Sub-Accounts” tool.
3. Create Identities within Outlook Express.
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Move your e-mail address book for free.
Time is of the essence! As you switch to Verizon High Speed Internet, you will want to move all your contacts from your last e-mail provider into your new account. Verizon, through TrueSwitchSM, offers you a free and easy way to copy e-mail and contacts from your old account to your new verizon.net account. TrueSwitch is the leader in e-mail switching solutions.
Visit trueswitch.com/verizon as soon as you create your new e-mail address, as your address book could be lost when your old account is deactivated by your previous provider.
More about your e-mail account.
Your Verizon High Speed Internet comes with the ability to have nine e-mail addresses, unlimited e-mail retention and an amazing amount of storage. The following sections will let you take advantage of it all.
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E-mail Networking Account Access Support Q & A
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• Total E-mail Accounts. 9 Accounts: 1 Primary and up to 8 Sub-Accounts.
• E-mail Storage. 2 GB storage capacity is given to the Primary/Parent Account and 250 MB storage for each additional Sub-Account, a total of 4 GB of storage capacity.
• E-mail Retention. Unlimited within your maximum e-mail storage.*
Get your e-mail from anywhere.
You have four ways to access your Verizon e-mail messages:1. Message Center: myverizon.com.2. PC Software. Popular applications like
Outlook Express and Thunderbird.3. Verizon Wireless Mobile Phone. Use the
Get It NowSM Mobile e-mail application.4. Other Internet-enabled mobile phones.*Unlimited storage applies to e-mail marked as “read” up to the maximum storage quota.
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Using Verizon Message Center.
You can use Internet Message Center to check your messages at home or from any Internet-connected PC (just visit myverizon.com).1. My Folders
Create folders to help organize your e-mail.2. E-mail
View all your e-mail in detail.3. Contacts
Keep e-mail addresses in one place for easy reference.
4. Settings Personalize your mailbox by using Add Signature, Display, Blocked Senders and more.
5. Compose Write and send new e-mail.
6. Sort Your Inbox Click on designated icons to sort by sender, date, subject and more.
7. E-mail Search Search for specific messages by typing in a keyword.
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E-mail Networking Account Access Support Q & A
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2
1
Click on Subject to viewyour e-mail by subject.
Click on Sender to view your e-mail by sender.
5
3 6 74
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Accessing e-mail through Microsoft Outlook Express and Outlook®
Set up your e-mail on Outlook Express.
Outlook Express is automatically configured with Verizon Online e-mail during installation. After installation and activation, you are ready to log in. To access:• Click Start, Programs and Outlook Express.• Enter your Verizon Online username and
password when prompted.
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E-mail Networking Account Access Support Q & A
Set up Verizon Online e-mail with Outlook.
Visit verizon.com/help for other e-mail setups.1. Open Outlook.2. From the Tools menu, select E-mail Accounts.3. Select Add a New E-mail Account and then
click Next.4. Select POP-3, then click Next.5. Fill in your Internet e-mail settings: a. Fill in your name and e-mail address. b. Type incoming.verizon.net in the
Incoming Mail (POP-3) field. c. Type outgoing.verizon.net in the
Outgoing Mail (SMTP) field. d. In the username field, type your Verizon
Online username. e. In the Password field, type your password. f. Click the Remember Password check box.
6. Click More Settings.7. Click the Outgoing Server tab and click
the My Outgoing Server (SMTP) Requires Authentication check box.
8. Select Use Same Settings As My Incoming Mail Server and click OK.
9. Click Next and then Finish to close the window. Tip: Click Test Account Settings to verify you have configured your Verizon e-mail settings correctly.
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1. E-mail Address Your verizon.net e-mail address.
2. E-mail Alias Personalize your e-mail address with any name or nickname.
3. Spam Detector Set controls to filter or delete junk e-mail.
4. E-mail Forwarding Send an e-mail message from one address to another e-mail address.
5. Vacation Reply Have an automatic reply while you’re away.
E-mail tools
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E-mail Networking Account Access Support Q & A
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2
1
3
4
5
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Connecting at home or away
Networking
Verizon Wi-Fi lets you take your Internet connection with you. Verizon Internet service includes Wi-Fi access for eligible residential Internet customers. You’re always just a click away from family, friends, coworkers and the latest news. For more information or to check eligibility, visit verizon.com/wifi.Connection at home or away.
Customers can enjoy nationwide Wi-Fi access in select areas at over 5,000 hotspots.
How to connect with Verizon Wi-Fi.
• Visit verizon.com/wifi.
• Select the Get Started link.
• Log in with your myverizon.com User ID and Password.
• Follow the online instructions to configure your Wi-Fi access.
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Networking Account Access Support Q & A
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Home networking.
With a home network, your entire household can share one Internet connection with several computers, giving everyone access to the Internet at the same time. You can share access to printers, files, folders and other hardware devices like scanners and fax machines.
You have a choice of wireless home networking or wired home networking. Wireless home networks
allow you to connect multiple computers in your home without using cables running from each computer. Wired home networks use Ethernet cable to connect multiple computers and provide faster transfer rates and greater security. For directions on setup, go to verizon.com/hsigetconnected.
Security is a top priority at Verizon.
We urge you to change the factory password setting on your router to a more secure one.
To learn how: Residential customers visit support.verizon.com/hsihomenetwork.
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More devices mean more ways to connect,anytime and anywhere. Verizon High SpeedInternet offers Wi-Fi, and supports the followingnon-PC devices and Operating Systems.Running iOS® • Apple iPad 1 • Apple iPad 2Running Android™
• Samsung Galaxy• Motorola Xoom
If you have Apple iPad 1 or iPad 2:
1. Press the Home button to reach the iPad’s home page for apps.
2. Press the Settings icon.3. Press Wi-Fi to enter the wireless settings.4. Press the On/Off switch to ON.5. Select the wireless network under the tab, then
Choose a Network. (It may take a few seconds for the selected network to appear.)
6. Enter the network password when prompted.7. Select Join for network access.
Adding your tablet
Networking
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If you have Samsung Galaxy:
1. Go to Menu.2. Select Settings.3. Select Wireless & Networks.4. Choose Wi-Fi Settings.5. Turn Wi-Fi ON.6. Choose a network.7. Enter the password and connect.
For Motorola Xoom:
1. Press the button with the list icon.2. Access menu options from the home screen.3. Touch Settings.4. Select Wireless & Networks.5. Tap the check box next to Wi-Fi to enable
the wireless networking radio and wait for the Wi-Fi icon to appear. NOTE: On some versions of Android™, you will need to tap Wi-Fi Settings first, and then check Wi-Fi to turn on the radio.6. Touch Wi-Fi Settings, then press Add
Wi-Fi Network.7. Select the name of your Wireless LAN.8. Enter the pass code for your Wi-Fi hotspot
and when prompted, tap Connect.
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Networking Account Access Support Q & A
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Managing your account online
My Verizon account and profile.
Managing your home services has never been more convenient. Just by registering for My Verizon, you’ll have access to all your accounts in one place. You can manage all your billing, make changes to your accounts and even check your Voice Mail with Verizon Call Assistant. For troubleshooting questions, Help tools allow you to automatically diagnose and repair common problems, or chat live with a Technical Support agent. My Verizon is another value-added service that keeps you updated, connected and informed. Start now.
• Sign up for paperless billing. • Pay your bill online. • Download, view and print bills (up to 12 months). • Add features and change your plan. • View your Verizon Wireless minutes. • Get instant help and support. • Check your Verizon
Online account.
Account Access
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Account Access Support Q & A
18
Sign up today at myverizon.com.
Once you have your account number, you’re ready to register. Your account number is printed on the front page of your Verizon bill, or it may have been given to you when you signed up for the service. When you get to the site,
enter your phone number or dedicated data line (for customers who don’t have Verizon home phone service). Instructions on getting a PIN will be provided. Sign in and see how My Verizon gives ultimate account access!
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Understanding your bill.
Our step-by-step interactive overview will help you understand your Verizon bill from top to bottom.
To view a complete bill demo, please navigate to: verizon.com/billingdemo. Keep in mind, your first bill may be differentthan expected due to partial-month charges(for example, if you signed up for a serviceor added new services during the middle of amonthly billing cycle). Subsequent bills shouldreflect your normal monthly fees.
General help. If you need help or have generalquestions, visit verizon.com/support or clickthe red icon on your desktop.
Account Access
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Account Access Support Q & A
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If you’re not connected to the Internet.
Open the In-Home Agent tool that is preloaded into your computer during registration.If you’re still unable to connect to the Internet, we recommend you take the following steps:1. Check that you’ve installed your high speed
Internet equipment after the Service Ready Date given to you when you ordered your service or on verizon.com/whatsnext.
2. Shut down your computer and unplug the modem/wireless router from its power source for 45 seconds, then plug it back in and reboot. This is called “power cycling” and it’s the most common fix for connection problems.
3. Check that all cables and phone cords are securely connected to your computer and router.
4. If you have home phone service, double-check that there is a filter on every device that shares your high speed Internet phone line except for the modem/wireless router, which must remain unfiltered.
5. If your modem/wireless router is plugged into a surge protector, try plugging it directly into the wall power outlet.
6. Refer to Frequently Asked Questions.
Need help? Verizon Support is here for you.
Support
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Support Q & A
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If you are connected to the Internet, you can get help in three ways:
1. Visit support.verizon.com and just type your question into the “Find an Answer” tool or search by topic.
2. You can also open In-Home Agent, which was loaded during the registration process. Or go to verizon.com/inhomeagent to download.
With In-Home Agent, you’ve got answers to some of the most common questions right at your fingertips. Appearing as an icon on your desktop, In-Home Agent is FREE and available 24/7 to diagnose and solve any issues you may have.
3. Chat live with a Technical Support agent or visit the Help page again to learn more about Internet security, home networking, billing and other topics of interest.
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Connecting to the Internet.
Q: What if I don’t have a dial tone on my high speed Internet line?A: Check your connections. Make sure that your modem/wireless router is plugged in and turned on, and that all wires between your modem/wireless router and your computer are securely connected.• Ensure that filters are installed properly on all
telephone devices.• Note — you will not have a dial tone
on your high speed Internet line if you ordered high speed Internet without Voice service.
Q: I’m experiencing an intermittent loss of connection. How can I fix it?A: Restart your PC and modem/wireless router.• Check your connections. Make sure that
your modem/wireless router is plugged in and turned on, and that all wires between your modem/wireless router and your computer are securely connected.
Q: My service feels slow. What can I do?A: Power cycle (reboot) your computer
and modem/wireless router.• Clear temporary Internet files by
clearing the cache on your browser. If you do not know how to do this, the PC Checkup Tool can do
Frequently asked questions
Router
Q & A
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Q & A
it for you. It’s located at support.verizon.com, on the left side of the screen.
Q: What if I hear static or noise on my high speed Internet phone line?
A: Make sure all phones and other telephone devices have filters attached. Check that the line side of the filter is plugged into the phone jack and the phone
side of the filter is plugged into the phone or other equipment.Q: I forgot my Verizon High Speed Internet username and/or password. What should I do?A: If you know your Verizon username and the answer to your secret question, but have forgotten your password, you can use the Password Reset Tool at support.verizon.com. If you can’t find your username, call Technical Support at 1.800.VERIZON.
Q: Can I set up an additional e-mail address for someone in my household?A: Yes, you can create up to eight additional e-mail addresses, called Sub-Accounts.• Log on to My Verizon using your Primary
account (created at the registration process).• Select “My Account.”• Select “Create New Sub-Account.”• After the account has been created, you’ll see
links to more information about setting up and using e-mail for Sub-Accounts.
Moving to a new neighborhood.
Q: How do I take my Verizon services with me when I move?A: You can find out what Verizon services your new home qualifies for by calling us toll-free at 1.800.VERIZON. Reserve your installation date now and have one less thing to think about. We can start the
Phone Line Filter
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process as soon as you know your move date. If possible, call us 2–4 weeks before you move.
Wi-Fi questions and answers.
Q: What if I have trouble connecting?A: Simple tasks like rebooting your laptop or netbook will solve most connection issues. Most computers have a Wi-Fi setting. Be sure your Wi-Fi is turned on. If your computer does not have a Wi-Fi setting, go to Internet Options on your computer and verify your wireless LAN (WLAN) connection is enabled. If it is not enabled, please right-click and enable it. Check your signal. Right-click on the Wireless icon in the system tray, select “View Wireless Networks” and select a network from the list presented.
Q: How can I tell if my Verizon Wi-Fi service has been activated?A: Once you have successfully downloaded Verizon Wi-Fi Connect software, you will see an icon in your system tray (lower-right-hand corner of computer) or on your computer desktop.Q: Will my security software affect my use of Verizon Wi-Fi?A: If you subscribe to the Verizon Internet Security Suite, there is no impact on your Verizon Wi-Fi. If you use security software from another provider, you should check directly with that provider.Q: What factors can affect my connection speed while using Verizon Wi-Fi?
Q & A
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Q & A
A: Wi-Fi signal strength may vary by hotspot location and can be affected by many factors, including the location of the wireless infrastructure, the direction of the wireless antenna, building architecture and materials, and the number of other wireless devices in operation at the location. If you experience a weak signal or loss of signal, you should try relocating within the immediate area to improve the signal strength.Q: Where do I go to get customer support for Verizon Wi-Fi service?A: You can find detailed product information, including how to download Verizon Wi-Fi Connect software, by visiting verizon.com/wifi. If you are unable to find what you need online, Verizon has dedicated, 24-hour technical support. Technical support agents can be reached toll-free at 1.800.VERIZON.
Q: Do I need any additional equipment?A: If you have a wireless-enabled laptop or netbook, no additional equipment is needed to use Verizon Wi-Fi service. If you do not have a wireless-enabled laptop or netbook, you will need to purchase a wireless card and simply plug it into your computer.Q: How do I find the Verizon Wi-Fi hotspots?A: Visit verizon.com/wifi and select country, state/region, venue (e.g., hotel, restaurant) and ZIP Code. A list of available Verizon Wi-Fi hotspots will appear. Verizon Wi-Fi is available in the U.S. only.
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