ISP Frequently Asked Questions

Transcription

1 ISP Frequently Asked Questions Here you will find answers to some of the Community s concerns regarding the current and proposed Verizon project in our neighborhood. The following are questions posed at the Verizon Presentation Meeting on June 14th 2007 as well as questions posed directly to your Board. 1 Why switch from Comcast? The service has been good, and it looks like the fees will remain competitive. Is Verizon offering a better bulk package and is the upgrade state of the art, while Comcast is basic? Answer: Our contract with Comcast for the ISP expires on July 26, A Task Group had been negotiating with Comcast for several months, without resolution, to re-new the current contract. Verizon has been in the neighborhood (Sarasota County) for several weeks, and has the right-away in the utility easement on all county roads. They were contacted by the Task Group to investigate their schedule to put their Fiber Optics (FiOS) in Willowbend. Verizon's Senior Marketing manager attended a meeting with the Task Group and followed up by giving us a proposal for a bulk ISP that will be better, faster, and less cost than Comcast. 2 I am not interested in simply overlaying another expense for the Verizon service. I do not know the arrangement Wetherington made with Comcast, but in order to consider anything Verizon has to offer, that contract would have to be able to be cancelled and removed from our Association fees. Answer: See question above. 3 My question applies to the changes after the transition is made; since many of us probably have a comcast.net address, and those of us that are seasonal have the same address at both locations, will Verizon s service be able to handle any address, e.g. johndoe@comcast.net or will these require changing to a Verizon.net address. Answer: Your Comcast ISP account here in Willowbend (paid from your HOA monthly fees) will likely be replaced by Verizon on July 26, If you carry a Comcast account in some other State which is separate from the one at Willowbend, you can choose to simply continue you out of state connection and let the one in Willowbend expire with the contract. 4 If we re not physically residing in Willowbend during the install period, will Verizon do the install at a later date to be scheduled when we re there later in the year? Answer: Yes. Verizon is currently installing the feeder lines underground and will start hooking up individual homes as early as the week of July 16. You must be home for this hook up to take place. Verizon will have to install equipment Page 1 of 13

2 inside your garage and hookup your computer with a modem and wireless box. This work will take about 4 hours to complete. However, if you don't plan to be at Willowbend that week, you will not be hooked up. You will have to contact Comcast personally and set up a personal account so you can continue Comcast ISP at your own expense until your Verizon installation. Instructions for scheduling an alternative install date with Verizon will be made available on the Willowbend HOA website. 5 Will Comcast continue to provide Cable TV if they are losing the hi-speed internet service at Willowbend? Answer: Yes 6 Is the Board considering changing the regular Comcast Cable TV service? I m told that FiOS television reception and quality is much better than cable. Answer: Yes, Verizon would like very much to include their TV service on the FiOS for Willowbend and Willowbend would very much like to enter a bulk contract with them. Here's the problem, Comcast has a 10 year bulk TV agreement with Willowbend (provided through our developer LWH) which will expire in July However, there is a Franchising law currently signed by Governor Crist that does away with local (County) Franchise authority, giving the authority to the State. There is a clause in our contract that if Comcast loses their Franchise (which is with the County), our contract with them is null and void. We are pursuing this issue via our Attorney. 7 Having a good internet connection is vital for me to do my work. I sure hope that the connection is, at a minimum, no slower than the Comcast one, and preferably faster. Answer: Verizon s bulk package offer is 5 Mbps download / 2 Mbps upload approximately twice as fast as most users in Willowbend currently experience. 8 We currently have a separate agreement with Comcast in which we pay $18.45 for Comcast digital voice (telephone). If Willowbend decides to switch to Verizon can we continue with Comcast telephone service once you all switch or not? Answer: You should be able to maintain your current Comcast telephone service but you will have to check with Comcast direct on this. 9 Can we make a similar arrangement with Verizon? Answer: Unfortunately, due to FCC constraints Verizon is not able to enter into a similar arrangement. Verizon does offer competitive telephone rates though visit for pricing. Page 2 of 13

3 10 If there is a substantial savings by doing this, will this reflect as a credit on our home owners monthly fees? Answer: There will not be a reduction in FY 2007, however, the newly established rate, once that rate is established by successful contract negotiations with Verizon, will be reflected in the budget preparation this Fall for FY What does this do to the people who have Vonage as phone service, so we can use the same numbers in two homes? Answer: It is recommended that you check with Vonage direct. 12 My question is - would it be cheaper for the association to "bundle" all of the 3 services with Verizon than to spread it out? i.e. the phone, the cable and the internet might have a cheaper rate with Verizon... Answer: FCC prohibits a bundle for Telephone service. Willowbend has a contract still in effect with Comcast for TV until 2012, the Internet Service Provider is the only component that is available for a bulk contract. Hopefully, we can negotiate a much better price and get the benefit of Fiber Optics (FIiOS). 13 Has the board made a final decision and signed a contract for Verizon services in the Willowbend sub-division? Answer: No, however, a verbal agreement was given from the Board for Verizon to begin construction. Board has received and is currently reviewing the contract. Board just received lawyer s revised contract and is currently reviewing it. 14 Is construction work satisfactory throughout the development? Answer: A majority of the homeowners voted yes. 15 Have the daily street sheets being provided to the Board from TCS been working out in regards to notification of crew locations? Answer: The Board replied yes. 16 Resident voiced concerns regarding the placement of a compressor in the driveway and stated he had to move himself and when vendor returned to site the following day he used profanity in regards to the compressor being moved. Answer: TCS to follow-up on sub-contractor working at location in question. Page 3 of 13

4 17 Who had determined the location for removal of plants? Answer: TCS meets with the landscaping contractor and the customer daily, then walks the block, identifying excavation and vault locations to determine where plants will need to be moved and once completed, replanted. 18 Why was a swatch cut through a hedge? This cannot be repaired; the hedge will need to be replaced. Answer: Wilhelm s Brothers have been contracted by Verizon to make the landscaping moves, this is how they chose to proceed. Hedge will be replaced. 19 What actions are taken in the event of a ruptured gas line? Answer: TCS will contact 911, shut down crews and notify residence. Complete process in place for such emergencies. 20 Was anyone from Wilhelm s Brothers in attendance? Answer: No. 21 Are the things that look like tubes going to be replaced by coffins? Answer: The sub-duct will be replaced when terminated in the vault. 22 Black marks have been left on my driveway from trucks backing up, what is going to be done to clean the driveway? Answer: TCS will come back to the specific residence and pressure wash the black marks off the driveway. 23 Homeowners have been ing issues to Todd Gates of LPM, Property Management Company. Should the issues be going directly to TCS? Answer: Yes, all complaints and issues should be called into the for tracking purpose and so that someone can be dispatched out within 24 hours to review. Issues will be resolved within 5 days or less. 24 Are the vaults placed in the yards dedicated solely to Verizon? Answer: Yes. Additional vaults could be added from other vendors, but the vaults being placed today are solely Verizon s property. 25 Homeowners voiced their concern that Verizon would be placing another box on the outside of their residence and have to come into the house to add additional wiring for service. Page 4 of 13

5 Answer: FiOS LCOM advised that the homes had been surveyed and were not sub-standard and that Verizon could use existing facilities (i.e., inside wiring phone line and coax cables). Verizon will need internal access to every single home in order to complete the installation residents who are not home during the week of installation will have to call Verizon to schedule another date/time to complete the job. On occasion Verizon may need to run CAT5 wiring from the ONT outside the home to the resident s PC. This will be determined at time of installation. NOTE: No additional charge for this service. 26 Concerns rose regarding interruption of current Comcast service when cutover with Verizon takes place. Answer: Verizon stated there would be no interruption in service. 27 Can the ONT and battery be plugged into a ground fault unit? Answer: Yes. 28 Is there a cost to the customer for the equipment Verizon will be installing for the service? Answer: No. 29 Will the existing boxes be taken off the homes when new equipment is installed? Answer: No, unless the Board decides all boxes will be removed from the entire sub-division. 30 How long is the installation process? Answer: Approximately 4 hours. 31 What happens if after Verizon installs their equipment, the customer decides to change telecom providers does the equipment stay on the home? Answer: Yes. 32 What is the timeframe for reporting complaints? Snowbirds concerned with finding issues after they return home. Answer: TCS advised residents to hold onto the yellow door hanger, which contains the complaint number ( ), and to call upon finding an issue. TCS will investigate and repair due to contractual obligation with Verizon for 5 years. Page 5 of 13

6 33 Does Comcast have the right to access Verizon system to upgrade their service to fiber? Answer: No, they will have to upgrade their own facilities. 34 Will the homeowners receive a letter regarding the installation of Verizon service if not at home? Answer: Board will post information on website to update residents on status of installations taking place. 35 Can the battery backup be hooked up to a generator if there is a power outage? Answer: Yes. 36 Is Verizon s modem and router compatible with MAC computers? Answer: Yes. 37 Resident has three monitors and laptop; will he still have the ability to maintain the equipment? Answer: Yes. 38 Who replaces the residents existing modem and router? Answer: Verizon installation technician will replace equipment and configure. 39 How is Verizon s wireless network secured? Answer: It is encrypted. 40 Who is responsible for replacement of failed equipment? Answer: Verizon. 41 Will the homeowner own the modem? Answer: The modem is rented (for free) and will need to be returned if Verizon service cancelled. 42 What Verizon service is going to be included in HOA fees? Page 6 of 13

7 Answer: Currently only Internet service; still in contract with Comcast for video but would like to convert to Verizon FiOS TV once contract expires. 43 Homeowners voiced concerns regarding notification of new addresses. Answer: Advised of TrueSwitch Technology service, which will supply resident with steps to save information that has been stored on Comcast server, in addition to notifying address book recipients and corresponding recipients of new address for 30 days post install. (See pages 9-13, 60 Seconds On TrueSwitch for details on TrueSwitch.) 44 How will the resident know if preferred address is available? Answer: Advised that FiOS installation technician will submit preferred address and advise customer of availability while on-site. 45 Residents inquiring as to contact number to call if they are out of town during scheduled installation. Answer: Door hangers with contact number will be left for customer to call in and schedule installation. 46 Can a bulk rate for voice services be negotiated through the Board? Answer: Cannot offer bulk rates for voice service due to FCC regulations. 47 Numerous inquiries as to price upgrades from services negotiated for HOA, in addition to the cost of video if individual wants to pay for service. Answer: Additional Products/Services: In addition to the 5 Mbps download / 2 Mbps upload bulk offer, the following services are available to the residents of Willowbend. NOTE: These are current retail prices. The services will be ordered by and billed directly to the homeowner. All prices are subject to change and discounts will be made available to the homeowner for bundling services. Video: FiOS Premier: 200+ digital channels $42.99/month Standard Definition Set Top Box $4.99/month High Definition (HD) Box $9.99/month Digital Video Recorder (DVR) $12.99/month Multi-Room DVR $19.99/month Data: FiOS 20 Mbps download / 5 Mbps upload $49.99/month* FiOS 50 Mbps download / 5 Mbps upload $139.95/month* Free wireless router, , web space and MSN Premium Included Page 7 of 13

8 *With one-year agreement Voice: Freedom Unlimited local and long distance $39.99/month. All local and long distance phone plans and features are available on 48 Who will return the existing modems to Comcast? Answer: Verizon will not remove competitor s equipment. Customer will be responsible to return to Comcast. 49 Resident addressed as to mass installations being performed by streets on scheduled dates. Answer: Residents were not thrilled with idea; they want individual appointments made for their installations. NOTE: Verizon will contact each resident prior to install to schedule a date/time for installation. Verizon needs the resident s best can be reached phone number to do so. 50 Can we extend TrueSwitch service past 30 days? Answer: Unfortunately, no. TrueSwitch advise they can not extend this service past 30 days. (See pages 9-13, 60 Seconds On TrueSwitch for details on TrueSwitch.) 51 What programs does Verizon offer for spam blocking and is the program limited or a suite of information available? Answer: Basic anti-virus and spam protection is included with the service (via MSN Premium or Verizon Yahoo) but for $4.99/mo you can order Verizon Internet Security Suite which includes: Anti-Spyware, Anti-Virus, Popup/Ad Blocker, Parental Control, Privacy Manager and Firewall protection. More info available on DC Verizon/WCA, Inc. (June 2007) Page 8 of 13

9 60 Seconds On TrueSwitch What is TrueSwitch? Answer: What if there was a way to quickly and easily notify contacts of your new Verizon FiOS or Verizon DSL internet service address? And copy your address book, s, folders, favorites and calendar to your new Verizon account? That service is here today. It s called TrueSwitch. It transfers vital information from previous accounts to Verizon accounts and it s FREE! How does TrueSwitch work? Answer: Whether the user is residential or business, choosing Verizon FiOS Internet or DSL, TrueSwitch quickly handles the changeover process on a single free, straightforward, easily accessible website. Instructions guide the user transfer information and records from most Internet Service Providers (ISP). Stored contacts and s are promptly relocated from the previous ISP to the new Verizon account. TrueSwitch also forwards from the previous address for up to 30 days and helps customers cancel service with a former provider, including a cable company. The service can also help close out the customer s old account to prevent them from continuing to be billed by prior provider. Where do I sign up for this feature? Answer: Verizon customers wishing to use TrueSwitch services should visit It takes a few minutes to sign up for and activate the TrueSwitch service (it may take up to 24 hours to transfer your information). It s free with their broadband service. Customers that chose Yahoo or MSN as their online experience with Verizon should visit and respectively. Telephone Support: To speak to a customer support consultant, please contact us at the toll-free telephone number: (support available 24 x 7). When should I sign up for TrueSwitch? Answer: Your ISP conversion will take place on July 25, Be sure to visit before July 25, 2007 (but after you ve had your FiOS installed) to utilize this convenient new feature. Page 9 of 13

10 TrueSwitch Benefits Copy: No need to re-enter all your records! Whether your information is stored at the web site of your old Internet Service Provider, or in an application on your computer, TrueSwitch will copy your stored s, address book entries, calendar events and favorites (sometimes called bookmarks) to your new account. Your information stored on your local PC is copied immediately. Information stored on the website of your old Internet Service Provider is copied by TrueSwitch's computers into your new account -- this usually takes less than an hour, but can take up to 24 hours. This feature does not modify any of the information in your original account. All your information will remain at the old account unless you choose to delete it yourself, or you cancel your old account. Notify: No need to worry about losing touch with your friends and business contacts. TrueSwitch can send an to everyone listed in your address book telling them your new address. If you select the "Custom Switching" option when running the TrueSwitch Wizard software, you can personalize this . TrueSwitch can also keep checking your old account for 30 days, and will forward any s received to your new account, so that you can then choose whether or not to let the sender know your new address. Forward: TrueSwitch can check your old account for a period of 30 days and forward any s received to your new account. You can then reply to your friends and business contacts notifying them of your new address -- and ignore the spammers -- they won't ever know your new address! For this feature to work correctly you must: Maintain your old Internet account Leave your user name and password at the old Internet Service Provider unchanged Ensure that your inbox at your new Internet Service Provider isn't full Frequently Asked Questions What is VERIZON TrueSwitch? Answer: Verizon TrueSwitch offers you a quick and easy way to switch to your new VERIZON account. It automatically copies your personal data to your new Verizon account and notifies your friends with the new address. The two major functional components of Verizon TrueSwitch are: Page 10 of 13

11 Personal Data Copying. You have the option to request that Verizon TrueSwitch copy your personal data (e.g., your address book and stored s) from your old account to your new Verizon account. Contact Notification. You have the option to request that Verizon TrueSwitch notify contacts in your address book about the change in address. If you select the 'Send a notification' option, Verizon TrueSwitch generates a change of notification and s it to all the contacts in your address book. You have the option of personalizing the message before it is sent. Additional information on the functional components within Verizon TrueSwitch is available at Technical support for Verizon TrueSwitch, as made available by Esaya, is described at Will Verizon TrueSwitch work with my computer (system requirements)? Answer: Verizon TrueSwitch is designed to work with most Personal Computers made in the last five years, and to support the most popular software and Internet Service Providers. The basic system requirements are: Operating System: Microsoft Windows 98, Windows 2000, Windows ME, Windows XP Home / Professional with Internet Explorer 5 or higher Pentium II 233 MHz or higher 64 MB of memory or higher Does Verizon TrueSwitch work with my old account provider? Answer: Verizon TrueSwitch currently supports switching from Adelphia, AOL, AT&T Worldnet, AT&T Yahoo, Charter, Comcast, Compuserve, Cox, Earthlink, Gmail, Juno, Mac.com, MSN/Hotmail, Netscape, Netzero, OptOnline, PeoplePC, RR Domain, Yahoo accounts. Page 11 of 13

12 Accounts Copy s Copy Contacts Copy Calendar Notify Contacts Adelphia Y Y N.A Y AOL Y Y Y Y AT&T Worldnet Y Y Y Y AT&T Yahoo Y Y Y Y Charter Y Y N.A Y Comcast Y Y N.A Y Compuserve Y Y N.A Y Cox Y Y N.A Y Earthlink Y Y N.A Y Gmail Y Y N.A Y Juno Y Y N.A Y Mac.com Y Y N.A Y MSN/Hotmail Y Y Y Y Netscape Y Y N.A Y Netzero Y Y N.A Y OptOnline Y Y N.A Y PeoplePC Y Y N.A Y RR Domain Y N.A N.A N.A Yahoo! Y Y Y Y Will Verizon TrueSwitch copy attachments from my old account to my new Verizon account? Answer: Yes. The current version of Verizon TrueSwitch will copy your s completely. Why does Verizon TrueSwitch require my IDs and passwords? Answer: We require your ID and password for both your old and new accounts for security purposes. This guarantees you are who you say you are and protects against the transfer of data without your permission. Since your privacy is a high priority for us, Verizon TrueSwitch will not give your information to any third parties - we do not rent, share or trade your personally identifiable information with third parties. Your address and password are protected using industry recognized encryption standards and your passwords are transmitted and stored in encrypted format at all times. For more information, please see our privacy policy. Does my information stay private? Answer: Yes. Your privacy is a high priority for us -- we will not give your information to any third parties. Your information is only used to provide you with the Verizon TrueSwitch services in accordance with our Terms of Service and Privacy Policy. The Page 12 of 13

13 nature of the Verizon TrueSwitch service requires that we use your user ID and password to log into your old and new accounts to copy your s and address book. Your address and password are protected using industry recognized encryption standards, and your passwords are transmitted and stored in encrypted format at all times. For technical troubleshooting, and improving the services that we provide, we collect information on your usage of the Verizon TrueSwitch services. How secure is Verizon TrueSwitch? Answer: Verizon TrueSwitch is committed to utilizing the best commercially available technology and procedures to protect the security of your data. We encourage you to carefully review our Privacy Policy if you have further questions. Are my user ID and password stored by Verizon TrueSwitch? Answer: Verizon TrueSwitch stores your User IDs for technical and customer support purposes. We will require your User ID and Password to copy your information to your new Verizon account and if you do not have any support requests, we will delete your User ID and password. You can change your password for your new Internet account at any time after you receive an confirming that your switch has been successfully completed. How can I get support? Answer: Have a question or suggestion? We want to help. For any support issues you may write to support at Verizon@trueswitch.com. How long does it take to copy my personal data? Answer: The request of data migration will be completed within 24 hours from the time you switch. DC Verizon (June 2007) Page 13 of 13