High speed - FAQ

High speed

1. Why does TELUS track and set limits for high speed Internet usage?
2. How much is a gigabyte (GB) of data?
3. How will I know when I have reached my monthly limit?
4. What happens if I exceed my usage limit?
5. Why do I have significant usage?
6. Will I be able to carry forward any unused usage balance for future use?
7. If I change plans in the middle of my billing cycle, will my monthly usage be increased/decreased?
8. Why do you call your service unlimited, when my monthly usage is limited?
9. How can I track the equipment I am returning to TELUS?
10. How do I redeem my special offer?

Wireless Networking

1. Where do I install my wireless ADSL router?
2. I just bought a new computer and want to network it to my existing computer. What do I do?
3. Can cordless phones interfere with my TELUS Wireless Networking service?
4. My network isn't working. What should I do?
5. How do I install my network cards?
6. How many computers can I have in my home network?
7. How many wired and wireless computers can I have on my home network?

High speed

1. Why does TELUS track and set limits for high speed Internet usage?

   TELUS tracks high speed usage to manage and ensure network reliability. However, TELUS does not track the specific Internet sites you visit, files you download, or any other content you may access. Your privacy is important to us. Our dedication to safeguarding your privacy is reflected in our TELUS Privacy Commitment.

   TELUS sets usage limits on its high speed Internet plans to help provide fast, reliable service for all high speed users. These limits will only impact a very small number of customers.

2. How much is a gigabyte (GB) of data?

   A gigabyte (GB) is a unit of measure of computer data that is equivalent to 1,024 x 1,024 KB or 1,048,576 KB. Examples of approximately 1 GB of data include:

   • 100 large software programs
   • 250 music tracks (MP3 music files of 4 MB each)
   • 100 video clips (MPEG video clips of 10 MB each)
   • 20,000 pictures (JPEG images of 50 KB each)
   • 16,000 Web pages (Web page visits of 60 KB each)
   • 2 movies (approximately 500 MB) - note the size of movie can vary significantly.

3. How will I know when I have reached my monthly limit?

   TELUS will contact you by e-mail if you significantly exceed your plan limit. The e-mail provides suggestions of potential causes of usage and information about TELUS plans that have higher usage limits.

   Also, you can check your usage online by logging in to your account. Under "Your products (for all accounts)," click on the "View details / modify" link next to TELUS High Speed. On the next page, there will be a "View usage" link in the upper right corner. Click on it to view a detailed report of your Internet usage.

4. What happens if I exceed my usage limit?

   Customers who do not reduce their usage to reasonable levels will be contacted by TELUS and advised of their options, which may include suspension of service. TELUS may suspend service based on the TELUS Internet Services Account Agreement.

5. Why do I have significant usage?

   Common reasons for excessive usage include:

   • Peer-to-peer file sharing programs
   • Internet servers
   • Viruses
   • Bugs in programs
   • Spyware and adware
   • E-mailing large files
   • Visiting many Web sites
   • Multiple users on the same network
   • Hackers
   • Online gaming
   • Compromised wireless network

6. Will I be able to carry forward any unused usage balance for future use?

   No. You cannot carry forward any unused usage to the next month.

7. If I change plans in the middle of my billing cycle, will my monthly usage be increased/decreased?

   Your usage is based on the new plan that you subscribe to. Usage is not prorated.

8. Why do you call your service unlimited, when my monthly usage is limited?

   We refer to TELUS High Speed as being unlimited because you get unlimited hours of monthly access.

9. How can I track the equipment I am returning to TELUS?

   Visit the Canada Post Web site and enter your tracking number.

10. How do I redeem my special offer?

    If you have already ordered High Speed Enhanced, you can click here to redeem your special offer.

    Please note: you must wait one week after your TELUS High Speed Internet service is activated before redeeming your special offer.

Wireless networking

1. Where do I install my wireless ADSL router?

   We recommend that you connect your wireless ADSL router to the primary computer of your network with a cable. Ensure your primary computer is near a phone jack. A desktop computer in your study or home office is a good location for this primary computer.

2. I just bought a new computer and want to network it to my existing computer. What do I do?

   You can easily network up to five computers in your home with the High Speed Wireless Gateway; see TELUS High Speed Internet Kit.

   After subscribing to TELUS High Speed and buying the TELUS High Speed Wireless Gateway, follow the steps as outlined in the Quick Install Guide (PDF), which is found in your kit.

   Here are the main steps to connect your computer to your network using the wireless ADSL router:

   1. Determine where to locate the primary computer for your home network. A desktop computer in your study of home office is a good location for this primary computer. The primary computer is then hardwired to your wireless ADSL router.
   2. Run the TELUS Install Wizard on your primary computer. The wizard will recognize that you have purchased the High Speed Wireless Gateway and will help set up your computer for networking.
   3. You are now ready to network your second computer. Insert the Install Wizard CD into the computer you wish to connect to your network. Ensure you have the network settings referenced in Step 4 of the Quick Install Guide (PDF) and in the TELUS Network settings file saved in the My documents folder on your first computer.

3. Can cordless phones interfere with my TELUS Wireless Networking service?

   Yes. 2.4 GHz phones, baby monitors, microwave ovens and other electronic devices may interfere with your TELUS Wireless Networking service. You can resolve most issues by changing the locations of these devices and/or selecting different channels for your phone.

4. My network isn't working. What should I do?

   There are free technical support tools included at no extra charge with your TELUS Wireless Networking service. PC Health Check and TELUS Support Centre can automatically correct Internet-related problems quickly and easily.

   PC HealthCheck is available online and will help you diagnose and fix common home networking, e-mail problems and more.

   TELUS Support Centre resides on your desktop and will help you diagnose and fix common Internet connection problems. To launch TELUS Support Centre, double click on the TELUS Support Centre icon located on your desktop. Then conducts tests as required. If you do not have TELUS Support Centre installed on your computer, download it here.

   If you continue to experience problems, please see our troubleshooting guide or call 310-TECH (8324).

5. How do I install my network cards?

   To install a network card, refer to your manufacturer's instructions. You'll need to have your network settings handy, which can be found in Step 4 of your Quick Install Guide (PDF). These are the settings that were printed or saved when you initially went through the TELUS Install Wizard.

6. How many computers can I have in my home network?

   TELUS Wireless Networking will support up to five computers.

7. How many wired and wireless computers can I have on my home network?

   TELUS Wireless Networking supports up to five computers. If all your networked computers are wired, the service supports up to four computers, because the router contains four ports. The network can be set up in the following configurations.

   Wired computers	Wireless computers	Networked computers	Connection steps
   0 (none are wired)	1-5 (all computers will be wireless)	5	The first computer must be hardwired to the wireless ADSL router. Run the TELUS Install Wizard to gain Internet connectivity and create the network from this first computer. You can then connect up to 4 additional computers following the suggested steps in the Quick Install Guide(PDF) and PC HealthCheck. You can then disconnect the hardwired cable from the first computer and repeat the wireless step one last time.
   1-4 (some computers are wired)	1-4 (some computers are wireless)	5	The first computer is hardwired to the wireless ADSL router. Run the TELUS Install Wizard to gain Internet connectivity and create the network from this first computer. You can then connect up to four additional computers following the suggested steps in the Quick Install Guide(PDF) and PC HealthCheck.
   1-4 (all computers are wired)	0 (none are wireless)	4 as the router has 4 ports	The first computer is hardwired to the wireless ADSL router. Run the TELUS Install Wizard to gain Internet connectivity and create the network from this first computer. You can then connect the three additional computers following the suggested steps in the Quick Install Guide (PDF) and PC HealthCheck.