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Business Solutions™ Guide to Services
>Guide Contents Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Video . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Account Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
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> Welcome Creating Solutions That Work Thank you for choosing Midcontinent as your communications service provider. As things change in the business world and in our industry, you can depend on Midcontinent to be there when you need us most. As always, we continue to strive for excellence in all we do and remain flexible to embrace what comes next. Our pledge to you is that Midcontinent Business Solutions will bring your vision up-to-speed in every sense of the word. As part of that pledge we are committed to staying on top of the latest in telecommunications, providing local support you can count on day or night, putting you in direct contact with account representatives who will always give you a straight answer and, most importantly, giving you the tools you need to succeed. If you have any questions about your new services or need to reach our Customer Support Team, please call us at 1.800.888.1300. You may also visit midcontinent.biz to view all our products and services or to contact us through email. Again, thank you for your trust and welcome! We look forward to serving your business needs for many years to come.
Patrick McAdaragh President & CEO
Phone Services
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> In This Section Any phone company can provide you with a dial tone. At Midcontinent, that dial tone is backed by outstanding customer service, unmatched network reliability and competitive prices from a company you can trust. We keep you connected with your customers because that’s what keeps you in business. And nobody knows that better than us. We’re Here When You Need Us Most Our Customer Care team is always just a phone call away at 1.800.888.1300 or online at midcontinent.biz. We are here for you anytime - 24 hours a day, 7 days a week. Section Contents Phone Service Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Rights and Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Phone Service Taxes and Fees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Phone Package Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Optional Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Using Your Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Voicemail Quick Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Feature Quick Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
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> Phone Service Notices We have set up your business phone line to provide the features that you requested on your order. Your directory listing will be as you requested and will remain the same unless you direct us to change it. If you choose a Midcontinent Business Solutions local service line only, you may select both an in-state long distance carrier and an out-ofstate long distance carrier of your choice for 1+ dialing. With Midcontinent Business Solutions Telephone service, you also have easy access to Telephone Relay Services by dialing 711. For the latest road conditions simply dial 511. In the event you feel your services have been “slammed,” or taken by a telephone company without your authorization, you may contact your state’s public utilities/service commission. SD Public Utilities Commission 500 East Capitol Street Pierre, SD 57501-5070 1.800.332.1782
ND Public Service Commission 600 East Broadway, Dept. 408 Bismarck, ND 58505-0480 1.701.328.2400
MN Public Utilities Commission Consumer Affairs Office 121 7th Place East, Suite 350 Saint Paul, MN 55101-2147 1.800.657.3782 The Midcontinent Business Solutions’ Telephone Service Terms and Conditions in its entirety can be found on our website at midcontinent.biz.
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> Phone Service Notices Telephone Fraud The Federal Trade Commission (FTC) requires telemarketers to make certain disclosures and prohibits certain misrepresentations. It also gives you the power to stop unwanted telemarketing calls and provides state law enforcement officers the authority to prosecute fraudulent telemarketers operating across state lines. The FTC’s Telemarketing Sales Rule covers most types of telemarketing calls to consumers, including calls to pitch goods, services,“sweepstakes,” prize promotions, and investment opportunities. For more information about telephone fraud and the rules governing phone telemarketing, contact the Federal Trade Commission at 1.877.382.4357. Midcontinent Business Solutions reserves the right to terminate phone service due to fraudulent usage.
Caller ID “Spoofing” Caller Identification or “Caller ID” allows you to identify a caller before you answer your telephone. This service, however, is susceptible to fraud. Using a practice known as “Caller ID Spoofing,” disreputable parties can deliberately falsify the telephone number relayed as the Caller ID number to disguise the identity and originator of the call. For more information visit: fcc.gov/cgb/consumerfacts/callerid.
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> Rights & Responsibilities Local Phone Service If you switch your local telephone service to Midcontinent Business Solutions and choose to keep your existing telephone number(s), Midcontinent Business Solutions will contact your current local service provider to transfer your existing numbers and terminate your existing service. However, any additional phone lines (including toll-free and long distance service), data, or cable service you will need to cancel with your previous provider. We recommend cancelling after your phone service is active with us to avoid disruption. If you switch your local telephone service to Midcontinent Business Solutions and choose a new Midcontinent Business Solutions telephone number, you must notify your current carrier of the change after your new telephone number has been installed. If you relocate to a different address, you must contact our Customer Care Team to verify your new 911 address information. In the event of an extended power outage, 911 service may be limited or not available. Long Distance Phone Service If you are changing to Midcontinent Business Solutions long distance service, you must notify your current carrier that you want to terminate your long distance service with them. Some carriers will require written authorization. If you choose to keep your current long distance carrier, you must notify them that Midcontinent Business Solutions is now your local telephone service provider.
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> Phone Service Taxes and Fees Your Midcontinent Business Solutions telephone bill includes taxes and fees mandated by law that include the following: •
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Federal Access Line Charge. This is a charge authorized by the Federal Communications Commission (FCC), which covers the cost of providing access to, and maintenance of, the local network Local Number Portability Surcharge. The FCC allows telephone companies to add this charge to all telephone lines. This fee compensates the companies for their work in creating systems which allows people to change local telephone companies and take their telephone number with them State governments impose a monthly Federal Telecom Relay Service (TRS) and Administration fee, which helps to provide telephone services to the hearing and speech impaired County Government 911 Surcharge. This fee helps pay for the emergency 911 calling system State and Federal Taxes. The amount of your State and Federal taxes varies with your location. All telephone companies assess the same percentages Federal Universal Service Fund. The Federal Universal Service Fund (FUSF) supports the telecommunications needs of consumers in low-income households, schools, libraries, and rural health care providers Calls to “1-900” telephone numbers are subject to fees
Depending upon your location, other taxes and fees may apply. Midcontinent Business Solutions bills for recurring services (line, features and options/packages) one month in advance. Your first bill will include your regular monthly charges in addition to any installation fees and partial month charges incurred since installation.
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> Phone Package Features Call Waiting A quick beep signals that you have another call when you are on the phone. You can put the original caller on hold while taking the second call, or flip between the two. How To Use: 1. When you hear the tone, flash hook† your phone and greet your new caller. 2. To alternate between calls or return to your first caller, flash hook your phone. 3. To end either conversation, simply hang up. 4. If one of your callers is still on the line, your phone will ring. When you pick up the call, you will be connected to the caller. To Turn Off Call Waiting Before a Call: 1. Push *70 on your touch-tone phone. You will hear three short tones followed by a dial tone. 2. Place your call. 3. Call Waiting is automatically restored when you hang up. To Turn Off Call Waiting During a Call: 1. During your conversation, flash hook your phone. (If you do this at a Call Waiting indication you will answer the incoming call.) 2. Push *70 on your touch-tone phone. You will hear three short tones followed by a dial tone. 3. Flash hook your phone to return to your conversation. 4. Call Waiting is automatically restored when you hang up. †
Flash hook, also called hook flash, is a quick press and release of the receiver button on a phone. Some phones have a key specifically designed for this purpose. Please consult your phone manual or vendor for more information. Features may not be compatible with some phone systems.
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> Phone Package Features (cont’d) 3-Way Calling Do you need to talk to two people at the same time? With 3-Way Calling, you will be able to add a second person to your call or put one person on hold and make a second call. You can use 3-Way Calling for both Local and Long Distance Calls. How To Use: 1. To place your first caller on hold, flash hook your phone. 2. You will hear a brief stutter tone. When you hear the normal dial tone, you can make your second call. 3. When the second caller answers, flash hook to connect all callers. 4. If the second caller does not answer or you reach a busy signal, flash hook to return to the first caller. 5. If either party disconnects, you can continue talking with the remaining party. 6. To end the call completely, simply hang up. Available on a “per call use.” Per call use incurs a small fee each time the feature is used.
Call Transfer The Call Transfer service functions the same as 3-Way Calling except that when the originating caller hangs up, the two remaining parties can continue speaking to each other. Please see “3-Way Calling” instructions above for how to use Call Transfer. Some features may be unavailable because they are incompatible with other features you have requested. Please consult your original contract to verify which features you have requested on the lines. For more information, consult your monthly statement, call 1.800.888.1300, or visit the Midcontinent Businesss Solutions website at: midcontinent.biz.
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> Phone Package Features (cont’d) Call Forwarding Universal Are you leaving the office and don’t want to miss that important call? Call Forwarding Universal allows you to forward calls temporarily to another number you select. Toll charges will apply to your bill for calls forwarded outside of your local calling area. How To Use: 1. On your touch-tone phone, press *72. 2. When you hear the dial tone, dial the number to which you want your calls forwarded and wait for the person to answer. 3. If no one answers the phone, or the line is busy, hang up and repeat steps one and two. When Call Forwarding has been activated, you will hear a fast busy signal. 4. To verify your calls are being forwarded, press *72 on your touch-tone phone. If you hear a busy signal, your Call Forwarding is working. If not, repeat steps one and two. 5. To de-activate call forwarding, press *73 on your touch-tone phone. The stutter tone followed by dial tone indicates to you that your calls are no longer being transferred. Caller ID Want to find out who is calling you before you pick up the phone? Use Caller ID. Your phone must have, or you may purchase separately, a display unit that stores names and numbers of recent callers. NOTE: This service may be susceptible to fraud known as “Caller ID Spoofing.” Disreputable parties can falsify the telephone number relayed as the ID number to disguise the identity and originator of the call. For more information visit: fcc.gov/cgb/consumerfacts/callerid. When Using: 1. Upon activation of your Caller ID service, follow the directions provided by your display unit. 2. “PRIVATE” or “ANONYMOUS” calls come from callers who have their names and numbers blocked. 3. “UNKNOWN” or “OUT OF AREA” calls come from areas or phone systems that do not support Caller ID. midcontinent.biz
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> Phone Package Features (cont’d) Options To Block/Unblock Your Caller ID Upon initial installation of your digital telephone service, your name and number will not be blocked unless you have elected Caller ID Blocking Service. Blocking Your Caller ID You can block your name and number so when you place an outgoing call parties using Caller ID equipment will not see your Caller ID information. “Private” will be displayed instead. Dial *67 before you place a call. When you hang up your outbound Caller ID Service will be restored. Unblocking Your Caller ID Block (with Caller ID Blocking Service) You can unblock your Caller ID block service on a per call basis. Dial *82 before you place a call. When you hang up your Caller ID blocking service will be restored. Anonymous Call Rejection This is a service to Caller ID customers allowing them to block all “PRIVATE” or “ANONYMOUS” incoming calls. Callers will hear a message informing them to turn off their Caller ID blocking in order to complete the call to you. To “Turn On” Anonymous Call Rejection, lift the handset and press *77. Two fast busy signals confirm that the service has been activated. To “Turn Off” Anonymous Call Rejection Lift the handset and press *78. A stutter dial tone indicates the service has been cancelled. Hunting When a call comes in and your primary phone line is busy, the call will cycle through a pre-defined list of numbers (in your preferred sequence) for the call to be answered or go to a designated voicemail. To set up and enable this feature, please contact Customer Care. All Hunting numbers must be part of your service on the same account.
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> Optional Features Simultaneous Ring Not at your main phone line all the time and you want to be sure to receive a call? With Simultaneous Ring, a caller dials one phone number and it rings simultaneously on up to four phone lines that you choose. The first line that answers receives the call. How To Activate From Your Main Line: 1. Lift handset and dial *80. 2. Press # to add a phone number. 3. Enter number to be added, then press # key. • System will repeat phone number for confirmation • Press # key again to add another phone number 4. Press 3 to activate Simultaneous Ring. How To Activate From Another Phone: 1. Lift handset and dial 1.877.430.7464. 2. Enter 10-digit pilot/main telephone number and press the # key. 3. Enter PIN number (the last four digits of main telephone number). 4. Press # to add a phone number. 5. Enter number and then press # key. • System will repeat phone number for confirmation • Press # key again to add another phone number after number confirmation is read. May add up to four phone numbers 6. Press 3 to activate. How To Deactivate From Your Main Line: 1. Lift handset and dial *80. 2. Press 3 to deactivate. How To Deactivate From Another Phone: 1. Lift handset and dial 1.877.430.7464. 2. Enter 10-digit pilot/main telephone number and press the # key. 3. Enter PIN number (the last four digits of main telephone number). 4. Press 3 to deactivate.
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> Optional Features (cont’d) Distinctive Ringing Do you want to know when priority people are calling? Distinctive Ringing will let you know when designated people are calling with a special ring. You can store up to 15 different priority numbers. How To Use: To set up or turn Distinctive Ringing on or off for the most recent phone number that called you, pick up your phone after your call has ended, dial *61, and follow the recorded instructions. Non-Published Service This means your number is not published in the phone book, nor is it available from 411 information. Non-Listed Service This means your number is not published in the phone book, but is available from 411 information. Voicemail (includes eVOICE) Voicemail allows callers to leave you a message when you are not able to take their call. With eVOICE you can retrieve your voicemail through email as well as from a telephone. eVOICE To turn eVOICE on, call our Customer Care Team at 1.800.888.1300 to let us know the email address you want to use to access your voicemail messages. When you receive an email stating you have a voicemail message, you have the option of listening to it online or through your phone. You can also click to delete the message from voicemail access if you know you do not want to keep it for later retrieval from a phone.
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> Using Your Voicemail Accessing Your Main Menu From Your Own Phone 1. Dial 611 or your local access number† depending upon where you live (if Auto Login is ON then you may skip steps 2 and 3). 2. Press #. For customers with Optional Sub-Mailboxes: If you are the Group Administrator Press * to access the Group Greeting Menu then follow the prompts or enter your sub-mailbox number. 3. If requested, enter your password then press # (default password: 0000). From Another Phone 1. Dial your business phone number or 1.877.556.0241. 2. Press * while your greeting is playing or enter your phone number. For customers with Optional Sub-Mailboxes: If you are the Group Administrator Press * to access the Group Greeting Menu then follow the prompts or enter your sub-mailbox number. 3. Enter your password then press # (default password: 0000). Main Menu Options • Press 1 to retrieve messages • Press 7 to hear current date and time • Press 9 for your mailbox setup menu Menu Options for Optional Sub-Mailboxes • Press 1 to retrieve messages • Press 5 to hear which boxes have messages • Press 9 for your sub-mailbox setup menu †
Contact Customer Care for your local access number.
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> Using Your Voicemail (cont’d) Mailbox Setup Menu Four Options Available in the Setup Menu: • Press 1 for greetings options (see below) • Press 2 to change password (see below) • Press 4 to enable/disable auto login • Press * to return to the Main Menu Greetings Options (Pressing 1 from menu) • Press 1 to listen to your greeting • Press 2 to save greeting (must save to activate) • Press 3 to delete greeting • Press 4 to record greeting • Press * to return to the mailbox setup menu Changing Your Password (Pressing 2 from menu) 1. Enter your NEW password, followed by #. (Your password can be up to 16 digits long - be sure to record your new password for future reference.) 2. Re-enter your NEW password to verify it.
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> Using Your Voicemail (cont’d) Retrieving Messages† Three Options Available in the Retrieve Menu: • Press 1 to go to new messages • Press 2 to go to saved messages • Press * to return to the Main Menu While Listening to Messages You Can: • Press 1 to play message • Press 2 to save message and go to next one • Press 3 to delete message and go to next one • Press 4 to save message as new • Press 7 to back up 3 seconds • Press 8 to pause/continue message • Press 9 to go forward 3 seconds • Press * to return to the Main Menu †
You may also listen to voicemail through email. See eVOICE for more information.
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> Quick Reference Voicemail
Features
Accessing Your Voicemail: • Press 611 to access your voicemail from your phone • Enter your password when prompted and press # • Dial your phone number and press * to access from another phone. While your greeting is playing, enter your password then #
Call Waiting Cancel: • Press *70 (for a single call only)
Retrieving Messages: • Press 1 for new messages • Press 2 for saved messages • Press * for the main menu While Listening You Can: • Press 1 to play message • Press 2 to save message/ go next • Press 3 to delete message/ go next • Press 4 to save message as new • Press 7 to back up 3 seconds • Press 8 to pause/continue message • Press 9 to go forward 3 seconds • Press * to return to the Main Menu To setup your mailbox: • Press 1 for greetings options • Press 2 to change password • Press 4 to enable/disable auto login • Press * to return to the Main Menu Voicemail Password:
Call Forwarding Universal: • Press *72 to turn ON • Press *73 to turn OFF Anonymous Phone Rejection: • Press *77 to turn ON • Press *78 to turn OFF Caller ID Blocking: (before a call) • Press *67 to turn ON • Press *82 to turn OFF Simultaneous Ring: • Press *80 to turn ON/OFF Call Trace: • Press *57 Last Call Return: • Press *69 Continuous Redial: • Press *66 to activate • Press *86 to deactivate Distinctive Ringing: • Press *61 to turn ON/OFF Features may not be compatible with some phone systems.
Midcontinent telephone service also includes: • 911 Emergency • 811 One Call Dig Locates • 711 Telecommunications Relay for hearing and speech assistance • 611 Voicemail/Customer Care† • 511 Highway Information • 411 Local Directory Assistance†† † Not available in all areas. ††411 Directory Assistance fee applies per each use of the service.
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Data Services
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> In This Section With Midcontinent’s Data Services, you get reliability you can count on. More speed. More security. More productivity. Better yet, our data packages are backed by DOCSIS 3.0 – a technology unmatched by anyone in our region. With speed like this, you can put your business light years ahead of the competition. We’re Here When You Need Us Most Our Customer Care team is always just a phone call away at 1.800.888.1300 or online at midcontinent.biz. We are here for you anytime - 24 hours a day, 7 days a week. Section Contents Data Service Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Data Package Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Setting Up Your Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Changing Your Email Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Setting Up Your Email on a BlackBerry® Smartphone . . . . . . . . . . . . . . . . . . . 27 Useful Tips for Improving Your Internet Speeds . . . . . . . . . . . . . . . . . 28 Data Quick Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
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> Data Service Notices Minimum System Requirements Computers must meet the minimum requirements for the operating systems currently supported by MicrosoftTM and Apple.TM Approved Cable Modems We are only able to provide service for cable modems listed on our approved modems page, available at: midcocomm.com/resourcecenter. If you plan on purchasing a cable modem for new service, we require the modem to be at least a minimum of a DOCSIS 3.0 modem.
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> Data Package Features Hosting Services Website hosting offers: • Between 100 MB and 200 MB webspace • Our hosting system supports any standard HTML, generated by any program (Dreamweaver, FrontPage, OSX Pages) and PHP/Perl for CGI/interactive applications • Not supported are ASP, SQL, or database applications • Domain registration and renewal is included if requested Email hosting offers: • Up to 80 different email addresses • Spam/Virus protection included with Midcontinent hosted email. For customers that have their email hosted outside of Midcontinent, it is recommended they provide their own Spam and virus protection. We also recommended that you have your own personal antivirus to help protect against viruses and spyware/malware • Our hosting does not include a web control panel Email Services @midconetwork.com emails • Small Office/Home Office package - up to 5 email addresses • Network package - up to 20 email addresses • Advance package - up to 40 email addresses • All addresses must be added by calling or emailing Customer Care You will need to provide desired email address and password Monitoring Services Cable modem customers: To run speed test go to support.midco.net. Enterprise customers: To view bandwidth utilization percentages, connectivity, traffic, and other graphical information, go to netmonitor.midco.net.
Username: Password:
Monitoring services information will be provided upon setup. Record your username and password for future use.
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> Data Package Features (cont’d) Spam and Virus Protection To help guard against malware, all Midcontinent Business Solutions data customers get Spam and virus protection for all email accounts at no additional charge. If we find a virus, we’ll block it before it ever reaches your computer. Remember, this is just one layer of protection. We recommend that you also have a firewall and anti-virus software installed on your computer to protect you when surfing the Web. A firewall blocks hackers from getting into your computer and stealing personal information such as credit card and bank account numbers. With your connection always on, we recommend you purchase firewall software online or from a local retailer. It’s important for you to remember that a firewall program is different from a virus protection program, which only screens for computer viruses.
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> Data Package Features (cont’d) Networking Capabilities Networking is convenient and efficient, but it can be challenging to set up and troubleshoot. Midcontinent Business Solutions technicians can troubleshoot connectivity issues involving one computer connected directly to the cable modem. However, any configuration beyond that (networking included) becomes a customer issue outside the scope of Customer Care Internet Support. If you don’t have computer networking experience, please have a qualified computer technician assist you with your network setup. A router is needed for setting up a network. There are two types of routers: Ethernet and Wireless. A wireless router is a popular choice for a network. It allows more distance between computers, does not require wiring inside walls and does not confine the computer to one physical location in the business location. Wireless options can cost more and have additional security concerns. Please make sure your wireless settings properly restrict Internet access, since you are responsible for anonymous Internet activity through your wireless network. Adding Additional Computers to Your Network Your network can be configured for additional computers/network devices (i.e. PDAs, routers, firewalls, etc.) so they can access your service in the office at the same time. See the information below for the number of static IP’s allotted within your package: • • •
Small Office/Home Office: Up to 5 Network: Up to 5 (with additional requiring justification) Advanced: Up to 5 (with additional requiring justification)
Please contact us when adding devices to your account. Technical support assistance is available -- but please note that technicians do not set up or troubleshoot networks or network devices.
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> Setting Up Your Email Windows Live Mail 1. Open Windows Live Mail. 2. From the Mail tab, click on ADD EMAIL ACCOUNT. a. Email address: Your full email address b. Password: Password for your email address c. Remember password: Check this box d. Display Name: The name you wish to display 3. Click NEXT. 4. In the “Incoming mail server information” section, enter the following information: a. Select POP3 for the server type b. Incoming server: pop.midco.net c. Login ID: Your full email address 5. In the “Outgoing server information” section, enter the following information: a. Outgoing server: smtp.midco.net 6. Click NEXT 7. In the “Add an email account” window click FINISH. 8. From Windows Live Mail, click TOOLS then ACCOUNTS. 9. In the “Accounts” window, select your email account and click PROPERTIES on the right side. 10. Click the ADVANCED tab and remove the check from “Leave a copy of message on server.” 11. Click APPLY then OK in the “Properties” window. 12. Click CLOSE in the “Accounts” window.
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> Setting Up Your Email (cont’d) Outlook 2010: 1. Open Outlook. 2. Click on FILE and then on ADD ACCOUNT. 3. On the “Auto account setup” window, enter the following information: a. Your Name: The name you wish to display b. Email Address: Your full email address c. Password: Password for your email address d. Reenter Password: Password for your email address e. Check “Manually configure server settings or additional server types” 4. Click NEXT. 5. Confirm Internet EMail is selected and click NEXT. In the “Internet email settings” section, enter the following information: a. Your Name: The name you wish to display b. E-mail Address: Your full email address c. Account Type: POP3 d. Incoming Mail Server: pop.midco.net e. Outgoing Mail Server (SMTP): smtp.midco.net f. Username: Full email address g. Password: Password for your email address h. Check “Remember password” i. Do not check “Require logon using secure password authentication (SPA)” 6. Click NEXT. 7. Click FINISH on the next page. 8. Click ACCOUNT SETTINGS. 9. Select your mail account and click CHANGE. 10. Click MORE SETTINGS. 11. Click the ADVANCED tab and remove the check from “Leave a copy of message on server.” 12. Click OK then CLOSE on “Account settings.”
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> Setting Up Your Email (cont’d) Mac Mail using OS X 10.6: 1. Open Mail. 2. Click on FILE and then select ADD ACCOUNT. 3. In the Add Account window, enter the following information: a. Full Name: The name you wish to display b. Email Address: Your full email address c. Password: Password for your email address 4. Uncheck “Automatically set up account.” 5. Click CONTINUE. 6. Select POP for “Account type.” 7. Give your account a description if you choose. 8. Enter the following information on the Incoming Mail Server window: a. Incoming Mail Server: pop.midco.net b. User Name: Your full email address c. Password: Password for your email address 9. Click CONTINUE. 10. On the “Incoming mail security” window, make sure nothing is checked. 11. Click CONTINUE. 12. Enter the following information on the “Outgoing mail server” window: a. Description: Optional description b. Outgoing Mail Server: smtp.midco.net c. Uncheck “Use authentication” 13. Click CONTINUE. 14. On the “Outgoing mail security” window, make sure nothing is checked. 15. Click CONTINUE. 16. Confirm your account setting in the “Account summary.” 17. Check “Take account online.” 18. Click CREATE to finish. 19. From Mail, click MAIL then PREFERENCES. 20. Click ACCOUNTS then select your mail account. midcontinent.biz
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> Setting Up Your Email (cont’d) 21. Click ADVANCED and add a check to “Remove copy from server after retrieving a message.” 22. Click the drop-down menu and select when Mail should remove messages from the Midcontinent mail server. 23. Close the Accounts window and save changes if prompted.
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> Changing Your Email Program If you’d like to change your email program to automatically load a new account’s email, please use the following mail settings: Standard • Incoming: pop.midco.net • Outgoing: smtp.midco.net • Username: full email address (ex: email@rap.midco.net) • Password: password for email address If you are not connected to a Midcontinent Business Solutions Internet connection, outgoing emails cannot be sent. The secure settings below can be used when sending and receiving email outside of the Midcontinent Business Solutions network. (Example: Using someone else’s wireless connections such as a hotel, airport or using a non-BlackBerry® smartphone.) Secure • Incoming: popa.midco.net • If POP server, server port number = 995 • If IMAP server, server port number = 993 • Outgoing: smtpa.midco.net • Port 25 or Port 465 • Check Requires A Secure Connection (SSL) or TLS must be checked (depending on the device) • Outgoing server settings may require full username and password. • Select Outgoing Server Requires Authentication (required) • Do not select Secure Password Authentication (SPA) • Username: full email address (ex: email@rap.midco.net) • Password: password for email address
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> Setting Up Your Email on a BlackBerry Smartphone Setting up and maintaining email functionality on a BlackBerry device is the responsibility of the cell phone service provider. You Will Need the Following Information: • Full email address • Password • POP (incoming) server: pop.midco.net You Will NOT Need Any Outgoing Server Information to Set Up an Email: • BlackBerry users are required to subscribe to a data package • Provider of data package (a.k.a. BlackBerry Internet Service or BIS) will process outgoing email Additional Information: • BlackBerry devices configured for Midcontinent email default to using pop.midco.net over the IMAP protocol on port 143 • BlackBerry devices configured for Midcontinent email will check periodically for new mail and retrieve new messages. There is no Send/Receive option that will retrieve new messages sooner than the pre-set schedule • Messages from other email services (Gmail, Yahoo!, MSN, etc.) may show up faster than Midcontinent email. This is due to some email providers using a “push” email system to work with BlackBerry devices which may allow messages to be received on the BlackBerry in next to real time Accessing Your Email Using WebMail • • •
Enter mail.midco.net into your browser’s address bar Enter your username (full email address) and password in the areas designated Open, read, save or delete messages just as you would on your office computer*
*Note: Save email messages you wish to keep to your office computer by using the SAVE AS option in WebMail or by using a separate email program. Once saved, your messages will still be available to you after our routine email maintenance periods.
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> Useful Tips for Improving Your Internet Speeds Reboot Hardware Occasionally, you’ll need to restart your equipment (computer, modem and router if applicable) to help it function optimally. Follow these steps to reboot: 1. Unplug the power connection from the back of the modem for about 10 seconds, then plug it back in. The modem will take about 2 minutes to come back online. You’ll know it’s online when the Power, Downstream (DS) and Upstream (US) lights are lit solid. 2. If you have a router, reboot it by unplugging the power connection from the back of the router for about 10 seconds, then plug it back in. 3. Restart your computer. Shut the computer down completely and then start your computer again. Check Your Hardware and Software Compatibility If you have a router connected, bypass it temporarily by connecting the network cable directly from the modem to your computer. This will identify where any slowdowns may be occurring. If speed test results improve with the router out of the equation, contact the manufacturer of the device for further support. Your computer will need to meet (or exceed) the minimum hardware requirements that your operating system specifies. *Older routers may not be able to support the current speeds that your services are capable of delivering. Check your router’s users’ guide or contact the manufacturer to determine how much speed it can handle. If your router isn’t capable of supporting your broadband speeds, you may need a newer model. Contact Customer Care for more information.
Maintain Your Computer Over time, a computer’s performance and speed may be impacted by a number of factors. Be sure to run regularly scheduled updates as recommended by your hardware and software manufacturers.
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> Useful Tips for Improving Your Internet Speeds (cont’d) Scan For Viruses, Spyware and Other Malware Viruses, trojans, spyware and malware can impact Internet speeds. Before scanning for virus and spyware issues, update your anti-virus software. If your computer isn’t protected with firewall and anti-virus software, you can purchase it locally or download it from places such as download.com. There are also places online that allow you to scan your computer for viruses at no cost such as antivirus.com. Clear Temporary Internet Files/Cookies/History Internet browsers, such as Internet Explorer or Firefox, store information within them and may need to be cleared out regularly. Clear out Internet Explorer by clicking on TOOLS, then INTERNET OPTIONS, then DELETE TEMPORARY INTERNET FILES, COOKIES, and HISTORY. Repair Connection To repair a network connection in Windows XP: Click START, then CONTROL PANEL, then NETWORK CONNECTIONS. Right-click LOCAL AREA CONNECTION and click REPAIR. To repair a network connection in Windows Vista: Click WINDOWS, then CONTROL PANEL, then NETWORK AND INTERNET, then NETWORK & SHARING CENTER, then MANAGE NETWORK CONNECTIONS. Right-click LOCAL AREA CONNECTION and click DIAGNOSE, then RESET THE NETWORK ADAPTER. To repair a network connection in Windows 7: Click WINDOWS, then CONTROL PANEL, then NETWORK AND INTERNET, then NETWORK & SHARING CENTER, then TROUBLESHOOT PROBLEMS. Click NETWORK ADAPTER and follow prompts through troubleshooting assistant.
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> Useful Tips for Improving Your Internet Speeds (cont’d) Check Cabling and Connections Quality cabling connected securely to the cable modem and computer can impact the performance of your Internet connection. By reseating all connections one at a time, you are confirming that each one is connected properly without having to remember where each and every connection came from or went to. Remove Any Unnecessary Coaxial Splitters While checking all coaxial connections, if there are any splitters inline that are unneeded, remove them. If there are any splitters with unused ports on them (a six-way splitter when only a two-way splitter is needed), replace them with a splitter that is suitable for the amount of connections needed. Optimizer Programs There are programs available online that will allow you to customize network settings of your computer that may optimize download and upload speeds. These programs may be free to use, free for trial or require purchase. Before installing any of these, or any program, check with your IT vendor or look for reviews from other users. This may help you decide which program will work best for you. To help locate some of these programs, search for the following terms in your preferred search engine: • • • •
TCP tuning TCP tweaks TCP/IP tuning TCP/IP tweaks
Remember, you can always test your download and upload speeds at support.midco.net for cable modem customers and netmonitor.midco.net for Enterprise customers.
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> Data Quick Reference Account Information Use the below area to keep track of your email usernames and password. If security is a concern, you may wish to record the information in a separate location. Username: Password: Username: Password: Username: Password: Username: Password: Username: Password: Username: Password: Username: Password: Remember that passwords are case sensitive. “A” is different than “a,” so it is important to record passwords and usernames exactly as you created them. Server Settings Incoming Mail (POP3): pop.midco.net Outgoing Mail (SMTP): smtp.midco.net
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Video Services
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> In This Section With the most up-to-date news, weather, and financial reports, as well as the best in national and regional sports and entertainment, Midcontinent’s cable services will enhance your overall place of business and work environment. And, our experienced reps will fit you with the best cable package, at a great value, to suit all your needs. We’ll make it work for you. We’re Here When You Need Us Most Our Customer Care team is always just a phone call away at 1.800.888.1300 or online at midcontinent.biz. We are here for you anytime - 24 hours a day, 7 days a week. Section Contents Video Package Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Optional Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Interactive Program Guide Quick Menu Icons . . . . . . . . . . . . . . . . . . . . 37 Using Your Remote Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
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> Video Package Features Interactive Program Guide 1. To start, press the GUIDE button on your remote to see channel listings and current programs available. 2. Press the PAGE button (located vertically on the right side of your remote) to scroll through all available channels or enter a specific channel to view show listings and times. 3. To find out information about a TV program, highlight the show and press INFO on your remote. This will give you an overview of a current or future program. At the bottom of the screen, you’ll see these icons:
4. Looking forward to viewing your favorite program or series? Using the reminder feature ensures that you will never miss it. Setting a reminder is easy – simply follow the steps below. First, highlight the bell icon and press OK/SEL. 5. Select Remind. A reminder is now set for this particular show and time. If you return back to the information screen, you will see the bell icon in the upper middle of the screen indicting that a reminder has been set.
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> Video Package Features (cont’d) 6. To customize the frequency and timing for reminders, return to the Reminder Menu and press the bell icon. 7. Choose Reminder Options. By using the arrow keys, you can set repeating reminders once a week, every day or Monday through Friday. Other options include customizing a start and end time for your reminder. When you set a reminder, you have the option of bypassing Parental Control locks placed on the program. You can then tune directly to the program from the reminder without having to enter your 4-digit PIN to bypass parental locks. 8. Once preferences have been set, select the bell icon. If you decide not to set the reminder, select the cancel icon. 9. To view all upcoming times for this program, press the clock icon and press OK/SEL. 10. Select the arrow icon and press OK/SEL 11. Using the arrows on your remote, choose a program you would like to view and press OK/SEL. 12. To return to normal TV viewing, select the EXIT button on your remote. In screen picture not available with all digital receivers. See page 37 for menu icon key.
Digital Music Add soothing sounds to your office and sales floors with Midcontinent’s continuous, high-quality music from every genre. Just browse our music channels (generally 901-946) to find your favorites. Subscription to service required. 35
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> Optional Features Sports Packages for Public View The following channels are sold a la carte to businesses identified as a Public View Establishments: • • • •
Golf Channel: Standard pricing regardless of public viewing area FOX Soccer: Standard pricing regardless of public viewing area Big Ten Network: Pricing based on estimated viewing area Fox Sports North: Minnesota systems only, pricing based on estimated viewing area
To be a Public View Establishment, your business must: 1. Have an on-premise beer or liquor license. 2. Receive at least 80% of your revenue from entrance or membership fees or from the sale of food or beverage. If your establishment qualifies for this service, please our Customer Care Team at 1.800.888.1300 for setup. Pay-Per-View Events Contact Customer Care in advance to order a one-time event or sports package. Be prepared to supply your business fire occupancy for pricing information. High Definition (HD) Services Midcontinent has the ability to provide High Definition (HD) service to hotels/motels in most of the larger franchises for an additional charge. Please contact us today to learn more. Why HD? • • •
16:9 aspect ratio for a 33 percent wider picture More pixels for a sharper, clearer picture - 2,073,600 pixels per image vs. 210,000 pixels per image with standard TV CD-quality sound with 5 separate channels - perfect for a surround sound system
To receive a true high definition experience in addition to your HDTV you will need a HD receiver and HD programming. Our Customer Care Team can help you with both.
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SYSTEM ON/OFF
Turns On/Off two, three, four or all five devices with one button press
SYSTEM ON/OFF
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Turns On/Off two,DVD, three,VCR, four or five AUX, TV,allCBL with button Useddevices to select theone device you press wish to operate and indicates remote AUX, DVD, VCR, CBL controlTV, activity Used to select the device you wish to operate and indicates MENU remote control activity Displays the Applications Menu
> Interactive Program Guide Quick Menu Icons MENU GUIDE
Displays Applications Menu Displays the the program guide listings
GUIDE SETTINGS
Displays the the program guide listings Displays Applications Menu
Go Back
SETTINGS OK/SEL
Displays the Applications Menu highlighted screen options View ProgramSelects
OK/SEL MUTE
Selects highlighted screen Press options Silences the audio. to TV Guide Main Menu
On Demand Pay-Per-View HDTV
activate. Press this key again to MUTE restore sound to the previous level. Silences the audio. Press to activate. Press this keyVOL again to yx restore sound to thethe previous Raises or lowers soundlevel. level
VOL FAV yx
Raises orViews lowersfavorite the sound level channels
y
y
DAY FAV_
favorite channels My Favorite Channels Skip Views forward or backward a
Movies Sports
whole day in the program guide
y
DAY
_
y
Search
Skip forward or backward (Half-circle arrow icon)a whole day in thethe program guide Replays previous few seconds of a program
(Half-circle arrow icon)
Replays the previousLIST few of a program Displays aseconds list of programs that you have recorded, allowing LIST you to select one for viewing Displays a list of programs that you have recorded, allowing SWAP to select one for viewing viewing Swaps the you content of the main screen between the programming on the SWAP two internal tuners of the DVR Swaps the content of the main viewing screen between the programming on the two internal tuners of the DVR
Parental Controls *Record
Set or Cancel a Reminder View Upcoming Times Options Don’t *Listings
*Function not available with business video services.
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> Using Your Remote Control SYSTEM ON/OFF
Turns On/Off two, three, four or five devices with one button press
AUX, DVD, VCR, TV, CBL
Used to select the device you wish to operate and indicates remote control activity
MENU
Displays the Applications Menu
GUIDE
Displays the program guide listings
*SETTINGS
Displays the Applications Menu
OK/SEL
Selects highlighted screen options
MUTE
Silences the audio. Press to activate. Press this key again to restore sound to the previous level.
VOL .
Raises or lowers the sound level
FAV
View favorite channels
DAY
Skip forward or backward a whole day in the program guide
*(Half-circle arrow icon)
Replays the previous few seconds of a program
*LIST
Displays a list of programs that you have recorded, allowing you to select one for viewing
*SWAP
Swaps the content of the main viewing screen between the programming on the two internal tuners of the DVR
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> Using Your Remote Control (cont’d) POWER
Allows you to turn on/off your AUX, DVD, VCR, TV and CABLE equipment individually
INFO
Displays information about the program currently playing or highlighted in the program guide
EXIT
Exit from current screen
PAGE +/-
Accesses pages above or below the information currently displayed Highlight an item from the on-screen choices
CH .
Selects the next or previous channel
LAST
Accesses the previously tuned channel
VOD
Direct access to Video On Demand
*LIVE
Displays live television programming
VCR/DVD/VOD Keys
Perform standard VCR and DVD functions when in VCR and DVD mode, and Video On Demand functions when in Cable mode
Number Pad
Enter numbers to tune to channels. Also, make numeric entries on on-screen menus.
LIGHT
Press to turn the keypad light on for 10 seconds. Pressing again will turn light off if it is already on *Function not available with business video services. Remote features vary by model. Contact Customer Care at 1.800.888.1300 for more information.
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> Account Administration We’re Here When You Need Us Most Our Customer Care team is always just a phone call away at 1.800.888.1300 or online at midcontinent.biz. We are here for you anytime - 24 hours a day, 7 days a week. Section Contents Online Bill Pay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Service Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Privacy Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
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> Online Bill Pay Online Bill Pay for Business allows you to view and pay your current statements online, file paid statements, add recurring payments and even set payment reminders. To setup a MyMidco account, visit *mymidco.com/b2b. Customers that have more than one account on billing together in a hierarchy may need to contact Customer Care at 1.800.888.1300 to have online bill pay set up correctly. Coming soon: Get updates and special offers, edit your account and order services -- and do it all safely and securely online with mymidco/b2b. *Popup blockers will need to be disabled or set to allow for the above site to access online bill pay. For most browsers you can do so by holding the CTRL key while clicking login.
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> Service Policies General Installation and Maintenance Policies 1. Please be sure your TVs, computers, telephones, etc. are where you would like them before our technician arrives to maintain or connect new service(s). 2. Standard installation charges may apply. If custom work is required, additional charges may apply. These charges will be discussed with you prior to completing your service request. 3. Equipment leased from Midcontinent Business Solutions to support your service remains the property of Midcontinent Business Solutions and is required to be returned within three calendar days after disconnecting service. 4. If equipment is returned damaged or it is not returned after three business days, your account will be charged for the cost of the equipment. If you return the equipment within a reasonable amount of time, as defined in our terms and conditions on midcocomm.com, we will reverse the charges. 5. Tampering with our equipment or the use of purchased equipment to receive unauthorized broadband or other communications services is prohibited by law, and Midcontinent Business Solutions will take action to deter theft of service, including service termination, restitution, and civil actions for legal damages and, in some cases, criminal prosecution. Repair Policy Midcontinent Business Solutions will repair or replace equipment used to provide your service at no charge. In the event the equipment shows evidence of damage due to negligence or beyond normal wear and tear, Midcontinent Business Solutions may charge for the equipment replacement cost. If you are experiencing problems, call to schedule a service appointment. While most service and repair calls are free, charges may be applied for issues not related to provided services.
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> Privacy Policy Personal Privacy Protection We consider the privacy of our subscribers to be very important and we are committed to keeping nonpublic personal information about our subscribers secure and confidential. Federal law requires that we provide this summary of our Privacy Policy. A copy of Midcontinent Business Solutions’ Privacy Policy can be found at midcontinent.biz or by request by calling 1.800.888.1300. Midcontinent Business Solutions will strive to protect your privacy and will not release personal information in relation to your account without your consent except to those businesses or individuals lawfully permitted to receive it. We may disclose personally identifiable information about you to others without your consent if necessary to conduct a legitimate business activity related to a service that we provide to you. For example, if necessary, we may occasionally disclose your name, address, or other subscriber information we have collected to an affiliate or another unrelated company for the following purposes: (a) to assist us in providing administrative, customer assistance, or other customer services; (b) to prepare, print, or deliver monthly invoices for our services or other marketing or informational materials that we distribute to our customers; (c) to prepare and conduct subscriber surveys that allow us to assess and enhance the services we provide to you; (d) to collect a past due bill; or (e) to develop or maintain software for us. We also will refuse to disclose any personal information pertaining to you to a governmental agency unless forced to do so by a court order or subpoena. We will notify you before responding to such requests, unless we are legally prohibited from doing so, to give you a chance to contest the government’s request if permitted by law. However, under certain circumstances, the government may obtain a court order blocking us from giving you notice of the government’s request before we are required to respond to it. In any case, however, we will not reveal records concerning your selection of video programming.
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