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Sat, May 17, 2008
Frequently Asked Questions
At Insight Broadband, we've compiled a list of frequently asked questions (FAQ) from our valued customers. Anytime you have a question about your Internet service, this is the perfect place to start.
General Questions
What Internet services do you offer?
What is Insight Broadband?
How fast is Insight Broadband?
With Insight Broadband, do I need an ISP?
Do I have to have cable TV to get Insight Broadband?
Can I watch cable TV and use Insight Broadband at the same time?
Can I talk on the phone and use Insight Broadband at the same time?
How do I get Insight Broadband?
What are the differences between Insight Broadband Internet service and DSL?
When is Insight Broadband coming to my area?
Why is my neighbor able to receive the service and I am not?
Technical Questions
Is my Insight Broadband service secure?
What kinds of computers work with your service?
What if my house isn't wired for cable?
How does the cable connect to my computer?
Can I connect more than one computer to my Insight Broadband service?
Can I simply put a splitter on my TV cable?
Is it true that cable Internet services use a shared network platform while DSL services provide a dedicated line to my home?
Will Insight troubleshoot my home network?
What Internet services do you offer?
Insight Broadband offers:
It's high-speed Internet service for your home computer. Insight Broadband uses a cable modem along with your home's existing television cabling to connect your computer to the Internet, so you're always on. And Insight Broadband does not tie up your phone line, so you are free to talk on the phone and surf the Internet at the same time. You are also provided up to six individual e-mail accounts and up to 60MB of personal Web space.
How fast is Insight Broadband?
With a 56K modem, it could take more than six minutes to download a 1.5 MB music file. But with Insight Broadband, you'll be jamming in just seconds.
Of course, actual speeds vary. Factors that affect the speed of your Insight Broadband service include:
Insight Broadband is a full-service Internet Service Provider with flat-rate access to the Internet as well as e-mail. There is no need for a separate ISP when you sign up for Insight Broadband.
Do I have to have cable TV to get Insight Broadband?
No. Although discounts may apply for customers who have both services, either can be ordered without the other.
Can I watch cable TV and use Insight Broadband at the same time?
Yes. If you have both services, each works independently of the other. So, you can use the Insight Broadband while watching television at the same time.
Can I talk on the phone and use Insight Broadband at the same time?
Yes. Insight Broadband does not utilize your phone line.
How do I get Insight Broadband?
Check availability in your area and order by clicking here.
What are the differences between Insight Broadband Internet service and DSL?
Insight Broadband delivers content directly to your personal computer using a cable connection and cable modem. Insight Broadband provides the tools you need to participate fully in the online community at speeds over 100 times faster than traditional dial-up modems. The result is a fast, high-speed cable Internet connection.
Digital Subscriber Line technology, otherwise known as DSL, is modem technology that uses ordinary phone lines to connect to the Internet. You must have a DSL modem and live within a certain distance of your telephone company's central office to get DSL Internet service.
When is Insight Broadband coming to my area?
Unfortunately, we are unable to tell you exactly when the service will be coming to your area. The validation process used to certify the network is time-consuming and labor intensive, making even tentative launch dates hard to predict. We are working hard to bring Insight Broadband to all of our service areas as quickly as possible, but you can always call your local Insight Broadband Customer Care office to find out if our service is available in your area right now!
Why is my neighbor able to receive the service and I am not?
Because of the way the cable network is configured, as well as the process used to ensure all areas of the network are operating up to standard, some customers' homes are activated before others. Again, to check to see if high-speed Internet service is available directly to you, call your local Insight Broadband Customer Care office.
Technical Questions
Is my Insight Broadband service secure?
Although no Internet connection is totally secure, we do everything possible to protect your privacy and security. See our Insight Broadband Acceptable Use Policy for more information.
What kinds of computers work with your service?
Please visit http://help.insightbb.com/general/minimum_requirements.aspx.
What if my house isn't wired for cable?
One of our installation technicians will visit your home and make all of the necessary connections (additional fees may apply). Insight Broadband customers have two choices for installation. With a Premium Installation, our professionally trained technicians will complete the installation process, including all wiring, installation of the cable modem, and software necessary to have you up and running in no time. With the Assisted Installation package, our professionally trained technicians install the wiring from an existing data outlet to the modem, and you install the software and connect the network adapter (if no data outlet is present, an additional charge will apply).
Many individual factors apply, but the entire process normally takes approximately two hours.
How does the cable connect to my computer?
The cable is run to a cable modem situated next to your computer. Then the cable modem is connected to your computer via a Network Interface Card (NIC) or Universal Serial Bus (USB) in your computer. It's as simple as that.
Can I connect more than one computer to my Insight Broadband service?
Insight Broadband Customer Care does not provide support for home networking solutions. The only hardware devices and/or software applications that are supported by Insight Broadband are those that are provided directly to our customers from Insight Broadband. Therefore, we cannot offer technical support for any type of home network configurations. This includes, but is not limited to, devices such as hubs, routers, switches, and firewall solutions. Please visit http://help.insightbb.com/general/networking_info.aspx for further details.
Can I simply put a splitter on my TV cable?
One of the advantages of using an Insight Broadband Internet service is that, in most cases, it uses the existing cable that is already in your home. This cable is capable of carrying both video signals and data signals at the same time. While it may appear you only need to install a splitter on the existing cable, due to the potential of introducing "noise" or interference into the cable system, Insight Broadband requires the installation of a data outlet in a secondary location. A technician will also need to reconfigure your television cable at your home.
Is it true that cable Internet services use a shared network platform while DSL services provide a dedicated line to my home?
Unless otherwise specified in the DSL package, DSL services dedicate a line from your home to the provider's central office, but that is where the dedicated connection ends and the bandwidth sharing begins. Internet traffic from your neighborhood meets at the provider's central office. Customers then battle for a connection to a local ISP that is shared by residential users and possibly businesses.
Insight Broadband operates its own network that connects to the Internet at multiple locations. The network is based on a revolutionary network management model that is designed to overcome the performance limitations of the Internet.
Insight Broadband's network connects online information providers to regional data centers through an ultra high-speed network. These regional data centers then connect to local neighborhood hubs, which in turn transport data to customers. This network of neighborhood hubs and regional data centers optimizes Internet data traffic for each connected user, and allocates resources in a more efficient way.
Will Insight troubleshoot my home network?
Insight is committed to making sure you have a great Insight Broadband connection to your home. That’s our expertise, and that’s where we always start. As far as your own equipment - routers, computers, or even TV sets and telephones - the best source of expertise is usually the manufacturer of the equipment.
At Insight Broadband, we've compiled a list of frequently asked questions (FAQ) from our valued customers. Anytime you have a question about your Internet service, this is the perfect place to start.
General Questions
What Internet services do you offer?
What is Insight Broadband?
How fast is Insight Broadband?
With Insight Broadband, do I need an ISP?
Do I have to have cable TV to get Insight Broadband?
Can I watch cable TV and use Insight Broadband at the same time?
Can I talk on the phone and use Insight Broadband at the same time?
How do I get Insight Broadband?
What are the differences between Insight Broadband Internet service and DSL?
When is Insight Broadband coming to my area?
Why is my neighbor able to receive the service and I am not?
Technical Questions
Is my Insight Broadband service secure?
What kinds of computers work with your service?
What if my house isn't wired for cable?
How does the cable connect to my computer?
Can I connect more than one computer to my Insight Broadband service?
Can I simply put a splitter on my TV cable?
Is it true that cable Internet services use a shared network platform while DSL services provide a dedicated line to my home?
Will Insight troubleshoot my home network?
What Internet services do you offer?
Insight Broadband offers:
- Lightning fast Internet and e-mail access
- An "always-on" connection
- Customer support
- Your own personal Web page
It's high-speed Internet service for your home computer. Insight Broadband uses a cable modem along with your home's existing television cabling to connect your computer to the Internet, so you're always on. And Insight Broadband does not tie up your phone line, so you are free to talk on the phone and surf the Internet at the same time. You are also provided up to six individual e-mail accounts and up to 60MB of personal Web space.
How fast is Insight Broadband?
With a 56K modem, it could take more than six minutes to download a 1.5 MB music file. But with Insight Broadband, you'll be jamming in just seconds.
Of course, actual speeds vary. Factors that affect the speed of your Insight Broadband service include:
- Your computer's configuration and performance capabilities
- Whether you are accessing non-cached or cached data
- The performance characteristics of each component of your data network
- The number of users and overall traffic on the Internet and Insight Broadband network, as well as all users' compliance with the Insight Broadband Acceptable Use Policy. In addition, upstream data transfer speed is limited.
Insight Broadband is a full-service Internet Service Provider with flat-rate access to the Internet as well as e-mail. There is no need for a separate ISP when you sign up for Insight Broadband.
Do I have to have cable TV to get Insight Broadband?
No. Although discounts may apply for customers who have both services, either can be ordered without the other.
Can I watch cable TV and use Insight Broadband at the same time?
Yes. If you have both services, each works independently of the other. So, you can use the Insight Broadband while watching television at the same time.
Can I talk on the phone and use Insight Broadband at the same time?
Yes. Insight Broadband does not utilize your phone line.
How do I get Insight Broadband?
Check availability in your area and order by clicking here.
What are the differences between Insight Broadband Internet service and DSL?
Insight Broadband delivers content directly to your personal computer using a cable connection and cable modem. Insight Broadband provides the tools you need to participate fully in the online community at speeds over 100 times faster than traditional dial-up modems. The result is a fast, high-speed cable Internet connection.
Digital Subscriber Line technology, otherwise known as DSL, is modem technology that uses ordinary phone lines to connect to the Internet. You must have a DSL modem and live within a certain distance of your telephone company's central office to get DSL Internet service.
When is Insight Broadband coming to my area?
Unfortunately, we are unable to tell you exactly when the service will be coming to your area. The validation process used to certify the network is time-consuming and labor intensive, making even tentative launch dates hard to predict. We are working hard to bring Insight Broadband to all of our service areas as quickly as possible, but you can always call your local Insight Broadband Customer Care office to find out if our service is available in your area right now!
Why is my neighbor able to receive the service and I am not?
Because of the way the cable network is configured, as well as the process used to ensure all areas of the network are operating up to standard, some customers' homes are activated before others. Again, to check to see if high-speed Internet service is available directly to you, call your local Insight Broadband Customer Care office.
Technical Questions
Is my Insight Broadband service secure?
Although no Internet connection is totally secure, we do everything possible to protect your privacy and security. See our Insight Broadband Acceptable Use Policy for more information.
What kinds of computers work with your service?
Please visit http://help.insightbb.com/general/minimum_requirements.aspx.
What if my house isn't wired for cable?
One of our installation technicians will visit your home and make all of the necessary connections (additional fees may apply). Insight Broadband customers have two choices for installation. With a Premium Installation, our professionally trained technicians will complete the installation process, including all wiring, installation of the cable modem, and software necessary to have you up and running in no time. With the Assisted Installation package, our professionally trained technicians install the wiring from an existing data outlet to the modem, and you install the software and connect the network adapter (if no data outlet is present, an additional charge will apply).
Many individual factors apply, but the entire process normally takes approximately two hours.
How does the cable connect to my computer?
The cable is run to a cable modem situated next to your computer. Then the cable modem is connected to your computer via a Network Interface Card (NIC) or Universal Serial Bus (USB) in your computer. It's as simple as that.
Can I connect more than one computer to my Insight Broadband service?
Insight Broadband Customer Care does not provide support for home networking solutions. The only hardware devices and/or software applications that are supported by Insight Broadband are those that are provided directly to our customers from Insight Broadband. Therefore, we cannot offer technical support for any type of home network configurations. This includes, but is not limited to, devices such as hubs, routers, switches, and firewall solutions. Please visit http://help.insightbb.com/general/networking_info.aspx for further details.
Can I simply put a splitter on my TV cable?
One of the advantages of using an Insight Broadband Internet service is that, in most cases, it uses the existing cable that is already in your home. This cable is capable of carrying both video signals and data signals at the same time. While it may appear you only need to install a splitter on the existing cable, due to the potential of introducing "noise" or interference into the cable system, Insight Broadband requires the installation of a data outlet in a secondary location. A technician will also need to reconfigure your television cable at your home.
Is it true that cable Internet services use a shared network platform while DSL services provide a dedicated line to my home?
Unless otherwise specified in the DSL package, DSL services dedicate a line from your home to the provider's central office, but that is where the dedicated connection ends and the bandwidth sharing begins. Internet traffic from your neighborhood meets at the provider's central office. Customers then battle for a connection to a local ISP that is shared by residential users and possibly businesses.
Insight Broadband operates its own network that connects to the Internet at multiple locations. The network is based on a revolutionary network management model that is designed to overcome the performance limitations of the Internet.
Insight Broadband's network connects online information providers to regional data centers through an ultra high-speed network. These regional data centers then connect to local neighborhood hubs, which in turn transport data to customers. This network of neighborhood hubs and regional data centers optimizes Internet data traffic for each connected user, and allocates resources in a more efficient way.
Will Insight troubleshoot my home network?
Insight is committed to making sure you have a great Insight Broadband connection to your home. That’s our expertise, and that’s where we always start. As far as your own equipment - routers, computers, or even TV sets and telephones - the best source of expertise is usually the manufacturer of the equipment.
If we determine that there’s a problem with your home network or your router configuration, we will do the following:
- Check the physical connectivity to the modem and computer (cables, ports etc.)
- Conduct any necessary equipment resets
- Verify communication between the router and PC on hard-wired connections (that is, we’ will make sure they’re getting the proper IP addresses)
- Bypass the router and continue troubleshooting to ensure that you have connectivity
Beyond that, we encourage you to take advantage of the customer service support provided by your equipment manufacturer(s). For your convenience, here are the Websites and customer service telephone numbers of some major home networking equipment manufacturers:
Linksys
Website
Phone Support: (800) 326-7114
NetGear
Website
D-Link
Website
Phone Support: (800) 326-1688
Belkin
Website
Phone Support: (800) 223-5546, ext. 2263
