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Frequently Asked Questions.

FREQUENTLY ASKED QUESTIONS

 

ACCOUNT

Q: Does O-NET offer payment of bills online?

A: Yes. You can find an online portal on our website called Your Account where customers can make bill payments, view previous statements, and change to paperless billing if you prefer.

Q: Does O-NET offer telephone banking?

A: Not at this time.

Q: Can I access my O-NET account online?

A: Yes. You can access your account online and make online payments on your monthly bills. (See above).

Q: Are there any other charges that I am paying for besides my bill?

A: We believe in transparency and fairness. We do not have any hidden charges on our bills. The charges you will see on your bill are the same as what you’ll see on our website.

 

EMAIL

Q: Why can I receive email messages but not send messages?

A: If you’re using an email service from Shaw or Telus, they will not allow you to use their service if you are not on their network. You can use O-NET’s email service to send any outbound emails.

Q: I’ve just had O-NET Internet installed. Why can’t I send messages from my previous provider’s mail account?

A: An outgoing email server setting needs to be changed on your account.

Q: Why do I get a “Rejected Email Recipient” message?

A: This message will typically come up when the email address is incorrect. There are a number of websites you can go to in order to check the validity of an email address such as www.hq42.net.

Q: Which website do I go to check my webmail?

A: Visit http://oldsnet.ca to go directly to your webmail. Or you can click the O-NET Webmail icon link at http://o-net.ca/ in the top right-hand corner (The icon is a white envelope.)

Q: Do you recommend a particular email program, e.g. Microsoft Outlook, Windows Live Mail, Mozilla Thunderbird, Apple Mail, etc.?

A: All of the above programs will work, it’s simply a matter of customer preference.

 

INTERNET

Q: Why do speed test results sometimes vary so much on the same device?

A: Wireless reception, the use of other devices on the same network and having background applications running on your computer at the same time can affect speed test results.

Q: Why am I getting such slow speed test results?

A: See above. We recommend trying to move closer to your router or plug in directly using a cable to get accurate results. If slow results continue, contact O-NET Tech Support. Please note, wireless technology does not allow for full gigabit speeds.

Q: Does O-NET have data caps with their Internet service?

A: O-NET does have soft data caps but they are only in place to prevent abuse and they are not used for additional billing costs.

Q: What do I do if my computer says “No Internet Access”?

A: If you’re using wireless, make sure you’re connected to the network. If you are connected, reboot your router or unplug your router for 30 seconds before plugging back in. If the problem persists, call O-NET Tech Support.

Q: Can I change my Internet speed after I’ve subscribed?

A: Yes you can. Just call the O-NET Store.

Q: Does O-NET offer an FTP (File Transfer Protocol) service?

A: O-NET does not have an FTP service.

 

PHONE

Q: My handset phone says “No Line”. What do I do?

A: Check to make sure your phone line is connected and your base is charged. You can also restart your base station and check the line with another phone, or plug the phone into another phone jack. If problem persists, contact O-NET Tech Support.

Q: What should I do if there’s no dial tone when I pick up my phone?

A: See above.

Q: Does O-NET offer mobile phone service?

A: O-NET does not offer mobile phone service

 

 

TECH

Q: Why can’t I join my Wi-Fi network?

A: First, make sure you have the correct network password and make sure you’re connected to the right Wi-Fi network. If you can’t see a network, make sure the wireless function on your computer is turned on.

Q: My wireless connection says “Connected” but I have no Internet access.

A: First, try disconnecting and then reconnecting to the wireless network. You can then try restarting your computer or restarting your router by unplugging it and plugging it back in. If other wireless devices are connected to the network, that may point to a computer problem and not an issue with the wireless service.

Q: How often should I restart my router?

A: It’s perfectly normal to restart a router periodically. If you have any issues with your router, you can restart it.

Q: Can I use my own router?

A: We encourage you to use your own equipment. Please note, however, that we may not be able to provide support for all of your own equipment.

Q: If I’m buying my own router, what do you recommend?

A: We suggest you go online and search for routers with high recommendations. It’s also a good idea to purchase an AC Standard router.

 

TV

Q: With the Entone remote control, do I still need to use the remote that came with my TV?

A: No, however, there may be some functionality that your TV remote provides that the Entone remote cannot provide. Please refer to the Entone manual.

Q: How many Set-top Boxes can I deploy in my home?

A: Five.

Q: What if my Entone Set-top Box feels hot to the touch?

A: The boxes are designed to run at a warm temperature and most of the boxes run warm.

Q: Why don’t I see PVR on my TV menu?

A: If you’re not subscribed to the Ultra TV package, you won’t have the PVR package. If you are subscribed to that package and still can’t see PVR on the TV Menu, call O-NET’s Tech Support. You can also add PVR to any TV package for as little as $5 a month.

Q: Why didn’t my PVR record the show that I selected?

A: If there is an issue with the broadcast feed, it can cause recording of the show to fail or the recording will show up as completed but playback won’t work.

Q: Using the EPG (Program GUIDE), is it possible to rearrange the order of the channel listings?

A: It is not possible to rearrange the channel listings.

Q: Why are certain programs greyed-out in the program guide (EPG)?

A: This indicates you are not subscribed to the channel the program is airing on.

Q: Why does a program have a star in front of it in the program guide?

A: The star indicates the program is a new episode and not a rerun.

Q: Are programs colour-coded in the program guide (EPG), e.g. purple for movies, blue for kids’ shows, etc.?

A: Not at this time.

Q: In the TV program guide I’m not seeing all of the channels I’m subscribed to? Why not?

A: If you press the Guide button until you see the word Subscribed, you will see every channel you are subscribed to.

Q: Why don’t the Stingray music channels give the name of the singer or band and song title?

A: O-NET will add this feature in the near future.

Q: What do I do if my TV freezes?

A: Power off the Set-top Box by unplugging the power cord, wait 30 seconds and then plug the box back in. If that doesn’t work, call Tech Support.

Q: How do I properly reboot the Set-top Box?

A: Power off the Set-top Box by unplugging the power cord and then plug it back in.

Q: What do I do if my TV screen says “No Video”?

A: Ensure your Set-top Box is on, then ensure your television is on the correct input.

Q: What do I do if I am having trouble with my TV remote?

A: If you have other televisions, test the remotes for those televisions on the television in question. Check the batteries in the remote. If there are lights on the remote that light up or stay lit, that could indicate a defective remote. In that case, contact Tech Support or the O-NET store for a replacement.

Q: What is time-shifting (IPTV)?

A: Due to the wide range of channels offered in O-NET’s IPTV packages, shows broadcast from regions in different time zones will air at different times during the day.

Q: Do you offer any Ultra-HD (4K) programming?

A: We have the capability to broadcast 4K programming but there is currently no broadcasters supplying 4K content in Canada.

Q: Are the TV program recordings I made with my Dune set-top box still available with my new Entone set-top box?

A: No they are not.

Q: How does CatchUp TV work?

A: CatchUp TV lets you view content recently aired on a Catchup TV-enabled channel.

Q: How does Restart TV work?

A: Restart TV allows you to go back to the beginning of a live TV show that’s currently airing.

Q: How does Pause Live TV work?

A: This feature allows you to Pause live TV for up to two hours. You can then rewind and fast-forward through the content up to the point where the program is live if the show hasn’t ended, or to the end of the program if it has ended.

 

GENERAL

Q: Does O-NET provide service in rural areas surrounding Olds?

A: Currently we do not offer services outside of the Town of Olds.

Q: When will my area be serviced?

A: Our crews are actively working to complete the distribution network for the entire town. For an up-to-date schedule, please visit http://o-net.ca/service-area-map/.

Q: What is the activation fee for?

A: As soon as someone subscribes, O-NET immediately begins the process of connecting that customer to the network through a site survey and a number of other processes. The activation fee is what triggers those processes. The activation fee is waived for anyone who has fibre to their property.

Q: How long does it take to get installed?

A: For a property without a fibre connection, we strive to have customers connected within three weeks. If a home has a fibre connection, we can connect that home as quickly as scheduling allows. For customers living in non-active service areas, we are installing fibre conduit into their homes prior to the network being completed to expedite how quickly that customer can be hooked up once the network is finished.

Q: What does 50/50 mean?

A: Internet speeds are broken down into download and upload speeds. This number means download and upload speeds are balanced.

Q: Does O-NET offer a snowbird rate?

A: Snowbirds can shut off their services for a total of six months a year and we allow snowbirds to turn off their services up to two times per year. There is a $50 service deactivation fee. We will keep all of your account settings and we will hold your phone number on your behalf. If you’re on a contract term, the time that you’re away will not count towards the time of your term.

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