Last Updated: March 15,2011

Internet Support

The Internet should add convenience to everyday tasks. Visit our technical support page at www.24hoursupport.com for help with many situations such as setting up and securing wireless connections, setting up new email accounts or changing your password, setting up your pda to work with your email, and monitoring bandwidth usage on your account. An important fact to keep in mind is that TV Cable sells bandwidth NOT speed.

Bandwidth Allowances FAQs

Provides FAQs about Bandwidth Allowances and accessing your personal Internet Bandwidth Usage Report.

Solution

To help you manage your monthly bandwidth usage, you can access the Internet Bandwidth Usage Report at www.24hoursupport.com . You will need a valid email account provided by TV Cable to access your report. The Bandwidth Usage Report provides detailed information on the amount of bandwidth used for your High Speed Internet services. The following FAQs provide additional information about Bandwidth Allowances and the Bandwidth Usage Report. If additional assistance is needed you can contact us at 1-877-889-6921.

What is data usage or bandwidth usage?

Data usage, also known as bandwidth usage, is the amount of data that customers send, receive, download, or upload over a specific period of time. This data includes images, movies, photos, videos, and other files.

What are bandwidth usage allowances?

TV Cable offers up to seven levels of high-speed Internet service in each of our markets to best meet the needs of our customers. Bandwidth allowances vary based on the level of service chosen by the customer. The bandwidth allowances are published at www.rensselaer.tv or www.winamac.tv .The monthly bandwidth allowance provided includes download and upload usage combined. For example: if your bandwidth usage report shows 4gb of upload and 16gb of download your total bandwidth consumption would be 20gb.

Why does TV Cable enforce bandwidth allowances?

Bandwidth allowances are necessary to ensure that extremely high bandwidth users do not negatively impact other customers using TV Cables broadband network.

What happens if I go over my monthly bandwidth allowed by TV Cable?

TV Cable notifies customers by mail, email, or phone if they exceed their bandwidth allowance -- and works with them proactively to resolve the problem. In some cases, customers do not even know they are exceeding the allowance because their computers are infected with a virus that is spewing spam or otherwise consuming bandwidth. If a virus is believed to be the cause TV Cable will offer up to 6 months of free virus protection to ensure the issue is resolved. In other cases, customers may choose to reduce their bandwidth consumption or select a different TV Cable High Speed Internet package that better fits their needs.

Will I be billed if I exceed these allowances?

In most cases, No. First offense – TV Cable will work with you to find a resolution (clean computer of viruses, upgrade your service to a higher level internet package). *Repeat offenders may be charged per gigabyte for exceeded bandwidth usage.

Is there a way I can track my monthly usage?

Yes, TV Cable provides a Bandwidth Usage Report for customers to monitor their monthly data usage. The following table provides examples of what a customer would have to do to reach their monthly bandwiWhat if I need mobandwidth

What if I need more bandwidth each month?

If you need additional bandwidth each month, then you can review your monthly usage, contact a customer service specialist at TV Cable and we together can determine if a different level of service would be better suited for you.

What is the Bandwidth Usage Report?

The Bandwidth Usage Report is an easy-to-read report that customers can use to monitor their daily and monthly bandwidth usage.

How do I access the Bandwidth Usage Report?

TV Cable High Speed Internet customers can access the bandwidth report by logging into www.24hoursupport.com with your TV Cable provided email and password.

Does the Bandwidth Usage Report reflect data usage in real time?

No. The Bandwidth Usage Report is updated once per day to reflect usage from the previous day.

Why does my bandwidth usage seem high even when I am not actively using the Internet?

There are numerous factors that can impact your bandwidth consumption. These factors may include someone in your household consuming excess bandwidth, an unsecured wireless network, or possibly even a virus. Therefore, we recommend you take the following actions.

Speak with other members of your household or other parties with whom you may be sharing your computer(s) or Internet service to ensure you are aware of total consumption for your account.

If you are operating a wireless network, check the security settings and ensure that you are not unintentionally sharing your Internet service with your neighbors or other unauthorized users. Securing a wireless network is an easy process that takes only a few minutes and protects both you and TV Cable from potential abuse. For information on how to secure your wireless, visit www.24hoursupport.com.

One or more systems connected to your TV Cable Internet Service could be infected with a Trojan or Virus and is using your bandwidth to further spread itself or conduct other malicious activities. You should immediately remove any infected systems from the network, back-up your personal data, re-image and then re-secure the system. If you are not familiar or comfortable with this process, you should seek the assistance of a trained professional or at least someone who is knowledgeable and capable of performing these tasks.

Our certain websites blocked/restricted from accessing?

TV Cable does not restrict traffic to any websites. Certain websites may increase your bandwidth consumption more than others. Monitoring your bandwidth usage will help you and TV Cable provide the best experience of internet service to exceed all of your needs.