1. When will the Bruce Telecom High-Speed Internet service be available in my area?

To see when the Bruce Telecom High-Speed Internet Access service will be available in your area, Please give us a call at your earliest convenience.

2. I live in an area where the Bruce Telecom High-Speed Internet service is available. Why can't I get it?

There are several reasons that prevent us from providing service to customers:

Too far. Telephone lines don't follow a straight line to a house. It may not look far, but lines follow paths that may add quite some length to the wire. It is the actual measurement of the wire that determines if a customer is within or outside the distance of availability. The range for the Bruce Telecom High-Speed Internet Access service is within a loop length of 4.5 km from the Central Office.

There is a second line in the house, and both lines share the same physical copper wire. The technology used in that case is called Added Main Line (AML) and is not compatible with the Bruce Telecom High-Speed Internet Access service.

The Telephone Central Office to which you are connected is not equipped with the technology needed for the Bruce Telecom High-Speed Internet Access service.

The telephone network was developed in stages, over the years, as demand increased in expanding geographic areas. Different distribution patterns were used at different times to get the telephone service to neighbourhoods. This evolution may sometimes result in line conditions that are not compatible with the Bruce Telecom High-Speed Internet Access service.

3. Do I need another telephone line?

No, you don't! The Bruce Telecom High-Speed Internet Access service uses a High-Speed modem - enabling simultaneous transmission of voice and data over your existing phone line. You can surf the Internet and call a friend at the same time. Or, you can surf the net and use your fax (send or receive) at the same time.

4. Will I be able to subscribe to various Calling Features services, such as Call Answer and Call Display? Will I be able to use the voice processing module of my computer fax modem with the residential phone line? At present, I use my computer as an answering machine, and would like to continue doing so. Will my fax machine work?

Anything that you can normally do on your phone line can still be done while connected to the Bruce Telecom High-Speed Internet Access service, since it does not interfere with any calling services or normal voice/data communications.

5. Is the High-Speed modem a fax modem? Can I send or receive faxes with it?

The High-Speed modem is not equipped with faxing capabilities. You will need to use your regular dial up fax modem for sending or receiving faxes.

6. How long will it take before my Bruce Telecom High-Speed Internet Access service is activated?

It will take approximately 2 to 5 business days to activate your Bruce Telecom High-Speed Internet Access.

7. Does the Bruce Telecom High-Speed Internet Access residentail service include e-mail? What if I need more e-mail addresses? How much storage do I have with each e-mail address?

The Bruce Telecom High-Speed Internet Access service includes 5 e-mail accounts with 25 MB of storage space per account.

8. Does the Bruce Telecom High-Speed Internet Access service provide Personal Webspace capabilities?

Yes, as a subscriber you are entitled to 10 MB of Personal Webspace. Your Webspace remains empty until you put a Web page in it. To activate your Personal Webspace, you must request that it be set up.

9. Does the Bruce Telecom High-Speed Internet Access service offer any protection against viruses or hacking?

It is your responsibility to safeguard your system through appropriate means (i.e. using commercially available software) from theft, unauthorized use or system corruption. The Bruce Telecom High-Speed Internet Access service only provides access to the Internet and has no responsibility towards file content that you may download from the Internet or receive in your e-mail.

The supplied software enables you to disconnect from the network without shutting down your computer. This can decrease your exposure to the Internet by limiting the possibility of unauthorized access or malicious attacks on your computer.

10. I have a home-based business. Can I get the Bruce Telecom High-Speed Internet Access service installed on my business telephone line?

The Bruce Telecom High-Speed Internet Access service is a consumer/business service that is usually installed on a residential or business single line. It can also be run off some phone/key systems as well. Please make a note of this when inquiring/ordering your as it requires extra phone line work.

11. What kind of speed can I expect?

The Bruce Telecom High-Speed Internet Access service will provide you with up to 15Mb downstream and up to 2000 kb/s upstream. Upstream refers to data from your computer. Downstream refers to data to your computer. For most Surfers, the amount of data upstream is much smaller than the amount downstream. This is why your Bruce Telecom High-Speed Internet Access service - with its capacity of 15000 kb/s downstream - will let you surf at speeds much faster than dial-up.

Of course, the speed performance that you will experience at any time is dependent on other Internet factors such as Web site congestion, especially for those very popular, very busy sites.

13. How easy is it to install myself?

Most customers will be able to install the service themselves. The High-Speed modem is "plug & play". Our Bruce Telecom High-Speed Internet Access service software has an install wizard to make your life easier. Opening up your computer and installing the Ethernet card may, by many, be considered the most difficult part. If you have experience in card installation in computers, you should not have any problem. If you do not have experience please seek the aid of a professional installer(contact Bruce Telecom for approved installers) The Bruce Telecom Internet help desk does not provide telephone support for ethernet card install problems.

14. What kind of technical support can I expect for the Bruce Telecom High-Speed Internet Access service?

The Bruce Telecom High-Speed Internet Access service offers technical support for installations on stand-alone computers running Windows XP and newer Operating Systems and Macintosh OS 8.0 or higher.

Bruce Telecom Internet offers technical support for:

Software provided with your Bruce Telecom High-Speed Internet Access service. High-Speed modem supplied by Bruce Telecom Internet. The connection from the telephone line jack to the High-Speed modem and from the High-Speed modem to one computer in a stand-alone configuration.

Support Services does not offer technical support for:

Network card configurations if the Network card is not properly recognized by the operating system. System conflicts, hardware/software (e.g. IRQ, video card). 3rd party plugins for Netscape" Communicator or Microsoft" Internet Explorer. Software applications provided by third parties (e.g. ICQ). Home networks. Personal servers, e.g.: Web servers, FTP servers, gateway servers, etc.

15. Can I buy the High-Speed modem, instead of renting it, and therefore avoid its monthly rental charge?

No, at this point High-Speed modems are only available on a monthly rental basis. This is preferable for customers as if the modem is damaged it is replaced promptly by a new one. If a customer bought their own modem from a different store they would be responsible for its maitenance and warranty/replacement. Modem rental is $5.00 / month.

16. If I go to another ISP that is offering similar High-Speed service, can I use the High-Speed modem that I currently lease for the Bruce Telecom High-Speed Internet Access service?

No. The High-Speed modem is available on a monthly rental only from the Bruce Telecom High-Speed Internet Access service. It is not available for purchase and the lease cannot be transferred to another Internet Service Provider.

17. I can buy a DSL modem from other suppliers. Can I use this with the Bruce Telecom High-Speed Internet Access service?

Customers can use their own modems but it is not recommended and support will therefore be limited. If the modem is damaged it is up to the customer to deal with issue with the vendor/place of sale.

18(a) In the event of a service disruption with Bruce Telecom, can the customer expect a refund?

Where there are omissions, interruptions, delays, error or defects in transmission, or failure or defects in Bruce Telecom facilities, Bruce Telecom's liability is limited to a refund of charges, on request, proportionate to the length of time the problem existed.

18. What happens if I move? Can I bring the modem with me? Is there an activation charge at my new home?

If you are moving, please call 1-866-517-2000 as soon as you know your new address, postal code and telephone number. If service is available in your new area, a Bruce Telecom customer care representative will issue a request to move your service. There will be a one time activation fee charged to your Bruce Telecom Internet account. If you are moving to an area where the Bruce Telecom High-Speed Internet Access service is not available, the rental modem must be returned.

19. What is an Ethernet card and why is it required?

An Ethernet card provides a standardized way of connecting computers together to create a network. The High-Speed modem technology far exceeds the speed limits of standard serial/parallel connections now built-in most PCs. The serial and parallel connections on PCs were created to enable communications between lower speed devices and are typically limited to approximately 56Kbps. With connections of sometimes more than 3 Mbps/s, a new method of connection is required to establish the link between the PC and the High-Speed modem. The technology of choice is Ethernet. With speeds from 10 to 1000Mbps, the Ethernet connection is more than capable of sustaining the traffic volume to and from the High-Speed modem.

20. How do I know if my PC is already equipped with an Ethernet card?

There are two ways of determining the presence of an Ethernet card:
1) Look for the MY COMPUTER icon on your desktop. Right-click on this icon, and select PROPERTIES from the menu. Next click on DEVICE MANAGER and select NETWORK ADAPTERS from that menu. If you have a designation that says Ether Link ISA or PCI or PCMIA, Ether card or makes reference to an Ethernet Card name (e.g., 3Com, D-Link etc.), then a card is installed in your PC.
2) Go to the bottom left of your desktop. Left-click on START. Select SETTINGS and you will get a side menu. Click on CONTROL PANEL. Double-click on NETWORK and check for any reference to Ether Link ISA or PCI or PCMIA, Ether card or an Ethernet Card name (e.g. 3Com, D-Link etc.). If you find such a reference, then an Ethernet card is installed in your PC.

21. How difficult is the Ethernet card installation?

Installation of Ethernet cards in the majority of PCs is straightforward. The physical installation is similar to that of any other PC expansion card, such as video and sound cards. All of the configuration details are controlled through software.

In a properly configured PC with an available slot, the Ethernet card installation and software configuration should not take more than 20 to 30 minutes.

22. What is the difference between PCI, ISA and PCMCIA Ethernet cards? Which should I choose?

PCMCIA is a card for PC laptop. If you have a PC laptop with no built-in Ethernet port, this is the one to install. PCI and ISA are two different types of internal bus that can be used for connecting Ethernet card in desktop PC models. They will both work well with your Bruce Telecom High-Speed Internet Access service. However, the PCI card is a more recent type of card than the ISA. If you have the choice and you have a PCI slot free in your computer, we recommend that you install a PCI card.

23. Can I use any Ethernet card?

Yes, Bruce Telecom High-Speed Internet Access service is compatible with the majority of Ethernet cards in the marketplace, except for SIS900 integrated ports. PCI cards are recommended over integrated ethernet ports.

24. Can the High-Speed modem plug into my existing Ethernet hub?

The High-Speed modem is designed to plug into a Network Interface Card (NIC). If you want to have your Bruce Telecom High-Speed Internet Access service connection accessible by all computers on your internal network, it is recommended that you obtain a DSL router and have it act as a gateway and route all High-Speed traffic through it. The Bruce Telecom High-Speed Internet Access service will not support or guarantee service for any LAN configurations.

25. My computer is on a network; will the Bruce Telecom High-Speed Internet Access service work?

Yes, but you may need a second Ethernet card for the Bruce Telecom High-Speed Internet service connection, unless you are willing to change all of the settings for your network, to the settings for the Bruce Telecom High-Speed Internet Access service and vice versa, when you need to use one or the other.

26. Can the High-Speed modem be connected to an existing Ethernet network or must it have a dedicated network?

It could be connected to an existing network (LAN) through a gateway server or router, although there may be some security concerns. Bruce Telecom Internet does not offer phone support for gateways, routers, or LAN configurations.

There are also some varous hardware DSL routers solutions that handle the job well.

27. What is the difference between dynamic and static IP addressing?

A dynamically allocated IP address is assigned to you temporarily when you connect to the Internet. The address has a pre-determined time limit. When the time limit is close to being up, if you are still connected to the network - as may be the case with an always on service such as the Bruce Telecom High-Speed Internet Access service - your computer will negotiate for the lease of a new address. The network may re-allocate you the same address, or it may provide you with a new one. Dynamic IP addresses are used commonly for dial up access to the Internet. The process is transparent to surfers and doesn't affect their Internet experience.

A static IP address, as its name suggests, is an address that is assigned to a computer permanently.

28. Can I have a static IP address with the Bruce Telecom High-Speed Internet Access service?

The Bruce Telecom High-Speed Internet Access service uses dynamic IP address allocation. In the Internet environment where demand is growing at a fast pace, dynamic IP addressing allows for optimum usage of IP addresses. Bruce Telecom Internet can currently provide static IP addressing to customers, cost is $10/month.

29. Do you use a cache server?

The Bruce Telecom High-Speed Internet Access service does not use caching at this time.

30. If I have a domain name, is it possible to get the IP address associated with that name?

Please contact our sales department for more information on web hosting, DNS hosting, and static IP's.

31. How long is the RJ45 network cable?

The RJ45 network cable is supplied. The maximum possible cable length for Twisted Pair Network Cable is  90 meters.

32. How fast is the Bruce Telecom High-Speed Internet service?

The Bruce Telecom High-Speed Internet Access residential/business service will provide you with speeds up to 15Mb downstream and up to 2000 Kbps upstream.

33. What is High-Speed Modem technology?

High-Speed Modem technology is a technology for bringing high-bandwidth information to homes and small businesses over ordinary copper telephone lines.

34. What is PPPoE?

PPPoE (Point to Point Protocol over Ethernet) is an informational RFC (2516) from the PPP working group of IETF. PPPoE is a much simpler way of supporting PPP over DSL accesses for Ethernet attached DSL modems. It takes advantage of Ethernet's shared environment along with PPP's familiar and secure dial-access user model.

Other benefits to PPPoE include:

Taking advantage of Ethernet's shared environments Allows for a single PC to set up PPP sessions to different destination networks at one time Enables a shared LAN and multiple PC's to simultaneously establish PPP sessions to different destination networks

35. What operating systems and browsers does the Bruce Telecom High-Speed Internet Access service work with?

Browsers: The Bruce Telecom High-Speed Internet Access service currently supports Mozilla Firefox 2.x and newer,  and Microsoft Internet Explorer 6.0 for Windows and newer.

We support Mozilla Firefox and Microsoft Internet Explorer 4.5 and newer for Apple computers.

Operating Systems: The Bruce Telecom High-Speed Internet Access service supports XP and newer , Macintosh OS 8.0+.

37. How do I maintain an 'always on' connection to the Bruce Telecom High-Speed Internet service?

PPPoE requires a user to 'log-on' to the service. Through the Enternet 300 Profile Editor, you can set up your personal profile to automatically connect to the Bruce Telecom High-Speed Internet Access service when you power up your computer and remain connected, or using a router will do this as well.

38. Will the Bruce Telecom High-Speed Internet service support Home LAN's?

Please see question number 26 here.

39. Does the Bruce Telecom High-Speed Internet service restrict upload/download times?

No.