Broadstripe Welcome Home Packet

W E L C O M E H O M E.

WE LIVE HERE. WE WORK HERE. WE PLAY HERE.

KEEPING TRACK USER NAME (EXAMPLE: USER@BROADSTRIPE.COM)

PASSWORD

MAIL SERVER SETUP

WIRELESS NETWORK NAME (SSID)

TRANSMISSION (FREQUENCY) CHANNEL

WEP ENCRYPTION TYPE

WEP PARAPHRASE

WEP KEY

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THANKS FOR CHOOSING BROADSTRIPE

We want to welcome you to Broadstripe.

With a complete offering of TV, Internet and Phone we have something for everyone.

As a Broadstripe customer, you’re an important part of what we consider our local family, and we’re glad to have you.

We know that you have choices and we believe that the key to our success is not only providing you with the best products and services but also by being available to you when you need us. We are ready to ensure that you always have superior programming, affordable and dependable phone service and high speed internet for your family.

HOW TO CONTACT US: If you have any questions regarding your service you can find answers at www.Broadstripe.com or contact Customer Support at 410-987-9300 Be sure to like us on Facebook and Follow us on Twitter for instant news and updates.

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OUR PRODUCTS & SERVICES TELEVISION SERVICES With many different packages and products to choose from, Broadstripe delivers you the best in entertainment value and variety with our television service and extensive channel line-up. There’s something for everyone.

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195 of the most popular entertainment channels such as NFL Network, TV One, Lifetime Movie Network, Golf Channel and more, plus all of the local channels.

Also includes commercial free music and access to Pay-Per-View.

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High quality picture and sound.

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Parental control features.

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Reliable locally based service.

BROADSTRIPE HIGH DEFINITION TELEVISION (HDTV) •

When you subscribe to our Digital Basic tier, HD programming is available with your Broadstripe cable service. In order to receive channels in High Definition you must have an HD Television and HD receiver.

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Local channels available in HD.

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Our HD lineup features national favorites like MASN HD, ESPN HD, TNT HD, USA HD, Discovery HD and more.

Broadstripe offers over 57 of the most popular HD channels.

broadstripe.com/television

DIGITAL VIDEO RECORDER (DVR) A DVR gives you the power to control what and when you watch Television. You will never have to miss a big sports play or your favorite program again. Pause live TV and when you’re ready, simply press play on your remote and the live action resumes right where you left off. Recording an entire series of your favorite television show has never been easier.

You can also watch one program while you record another or even record two programs at a time. With multiple hours of video storage – record all your favorites and watch TV on your own time.

PAY PER VIEW BY BROADSTRIPE Broadstripe features pay-per-view (PPV) as a standard option for Digital Basic Tier customers. Our pay-per-view service offers recent hit movies and major events. For access to pay-per-view, a digital set-top converter is required and the on-screen guide provides titles and starting times. Adult programming and special event prices vary. Simply ORDER through your remote control.

INTERNET SERVICES HIGH SPEED INTERNET

SURF 50

Broadstripe provides speed, reliability and affordable choices to fit any Internet lifestyle. Whether you are an avid gamer, a telecommuter, an online socialite or emailing with your grandkids, our local team is working hard to ensure the best Internet experience for you.

Ideal for multi-player gaming, intense video or music streaming, and file heavy telecommuting. With download speeds of up to 50 Mb and upload speeds of 5 Mb, Surf 50 provides the speed for all of your needs.

WiFi Networking is available with all Internet packages – connect all of your computers, laptops and tablets together on one safe and secure network.

Works great in households with multiple devices or users who stream, social network, or telework. With download speeds of up to 30 Mb and upload speeds of 4 Mb, Surf 30 delivers an amazing online experience.

SURF 30

SURF 15 Perfect for browsing, photo sharing, social networking and moderate file downloading and sharing. With download speeds up to 15Mb. and upload speeds of 2Mb, Surf 15 offers all the features of the internet at your fingertips.

SURF 8 Great for basic web surfing and emailing. With download speeds up to 8Mb and upload speeds of 1Mb.

broadstripe.com/internet

OUR PRODUCTS & SERVICES

HOME PHONE SERVICES Broadstripe is bringing you affordable ways to stay in touch with those who matter most in your life.

When it comes to getting reliable home phone service at a great price, Broadstripe delivers.

broadstripe.com/phone

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Phone features include Voicemail, Caller ID, Call Waiting & Call Forwarding

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Check your voicemail online at http://myaabphone.com

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Unlimited local and long distance calling

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Phone uses the same cable line to your home

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Privacy features to protect your number and block unwanted calls

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Keep your existing phone number and equipment

YOUR BROADSTRIPE BILL You will find the Broadstripe bill easy to understand with itemizations including basic charges, premium and/or optional charges, equipment charges, taxes and other fees, payments, credits, and due date for your account along with special customer messages. For all services, we bill one month in advance except for PPV movies, events, and telephone charges such as 411 calls, which are billed after use.

Your first bill is mailed the month after your installation is completed. The initial bill may contain installation charges, partial month of prorated service charges through the next billing date, and the next month’s service.

Bills are due on the due date. Payments received after the due date are subject to a late fee and disconnection of service.

We have made it easy to pay your bill. You can choose from these convenient payment options.

Pay Online – to pay your Broadstripe bill online using a credit card, please go to our website at www.broadstripe. com and click the “Pay Your Bill” button and follow the easy step-by-step instructions. You will need to set up a password the first time you use this feature.

Pay By Mail – if paying by mail, be sure to include the remittance stub at the bottom of your statement and use the envelope provided in your bill. The mailing address is Broadstripe, PO Box 62436, Baltimore, MD 21264-2436.

Automatic/Recurring Bill Payment – your payments can be made automatically for you through your bank or credit card or by signing up for Auto Pay at our office.

Pay By Phone — you can pay by phone by calling 410-987-9300 and listening for the Billing Option. Then select the pay by phone option. It is fast, easy, and you do not have to wait to talk to a representative.

EASY WAYS TO PAY

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TROUBLESHOOTING TELEVISION TV will not turn on when tv is plugged into set-top box •

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If you have selected AC OUTLET OFF in your set-top box, your television will not come on until the setting is changed in the preference setting of the Setup Menu.

Unplug your television from the set-top box.

Plug your television into a wall outlet and using the power button on the television controls, turn the power ON. Using your remote, press MENU to return to the Setup Menu.

Use the right arrow up button to highlight AC OUTLET. Use the up and down arrow button and select ON WITH RECEIVER. Press OK, then press EXIT. Turn the set-top box OFF and plug the TV into the set-top box.

Press the CABLE or TV button, then the POWER button to turn your television ON and OFF. Be sure your television is turned to channel 3,verify the set-top box is on by checking the power light on the front panel of the set-top box. If the set-top box is not on, press CABLE, and then press POWER to turn on the set-top box.

No Picture or Distorted Picture •

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Plug your television and the set-top box into an electrical outlet.

Make sure all the cables are properly connected, and that all connections are finger tight.

Make sure the TV power is turned on.

If your system includes a DVR and/or home theatre audio, make sure they are properly connected to the set-top box.

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Make sure your television is tuned to the proper input channel (Channel 3).

Make sure Parental Control is OFF.

Blue screen or other DVR/VCR-related problem • •

Make sure your device is tuned to the proper input channel (Channel 3).

Press the TV/DVR or TV/VCR button on your device.

Interactive guide with no programming listings Disconnect the power cord from the electrical outlet and wait at least 15 seconds. Plug the power cord back into the electrical outlet to begin reloading the interactive guide information. This will take 30 to 45 minutes to complete.

While the guide is reloading information, you will be able to watch TV and change channels with your remote, but the on-screen guide listing will not be available until the reloading process is complete.

No Sound • • • • •

Verify that the MUTE button is not in use on your TV or set top box.

Make sure all cables are properly connected and your TV is tuned to the proper output channel (Channel 3).

Make sure the TV power is ON and the volume is turned up on your TV or home theatre system.

If your system includes a DVR, VCR and/or home theatre system, make sure they are properly connected to the set-top box.

TELEVISION Remote control will not change channels/ change volume

No program guide, graphics, or closed caption on the tv screen

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Replace the batteries in the remote.

Make sure that your television is tuned to the proper output channels (Channel 3).

Make sure you select CABLE on the remote if you are using the volume control on the set-top box. Select TV on the remote if you are using the volume control on the TV.

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HD set-top boxes cannot generate graphics on all video outputs at all times. If the HD set-top box is set to 1080i, 720p or 480p output format, graphics are only available on the high-definition outputs (DVI and component video).

If the HD set top box is set to 480i, graphics are available on all video outputs including RF video.

If the HD/DVR or HD set-top box is connected to a standard definition TV, verify that the HD set-top box is configured to use the 480i output mode.

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TROUBLESHOOTING INTERNET You can get online but your connection and/or download speed is slow.

PC Clutter – new computers perform better than older ones.

A decrease in performance is often caused by program clutter. If there are multiple programs running, such as music software or media player updates, each of these use resources that can put a drain on performance. Disabling auto-start, or uninstalling programs, or shutting down programs that are running simultaneously can have a big impact and improve PC performance and Internet performance.

Spyware – spyware secretly uses your computer resources and Internet connection to send and receive data. You should have a high-quality anti-spyware program installed on your computer and it should run at least weekly.

Viruses and Trojans – viruses and trojans can have a serious impact on computer and Internet connection performance.

Both will try to use a high-speed connection to take over your computer via email or network attacks. You should have a high-quality anti-virus and firewall program installed on your computer and it should run scans at least weekly.

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Wait about two minutes for the device to initialize the connection.

Open the web browser. Then try to open a reliable web page such as www.google.com.

Service still not restored?

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Turn off your computer.

Unplug the modem or router’s power cord.

Check for loose cables – the cable coaxial cable, the Ethernet cable, the USB cable, if installed.

Remove the wireless USB connection device from your computer if you have one.

Plug the modem or router back into the electrical outlet.

Wait two minutes for the device to initialize the connection.

Turn on the computer.

Plug the USB wireless device back into your computer if you have one.

Open your web browser and try to open a reliable web page such as www.google.com.

Service still not resolved?

Peer to peer file sharing – most of these programs continue to operate in the background after downloads are complete, clogging the Internet connection.

Refresh your computer’s Internet signal (IP Address). Follow the instructions for your computer to change network settings and refresh IP addresses.

If you cannot get on the Internet and/or web pages will not open or display:

Still experiencing service issues?

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Close the Internet Browser if it is open.

Unplug the modem or router’s power cord.

Count to 15, which allows the device to power down, then plug it back in.

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There may be a temporary service interruption in your area.

Check to see if your TV and/or phone are working. If they are not, wait about 30 minutes and try to get on the Internet again. If after 30 minutes, you still cannot get back on, please call us at 410-987-9300 or visit our website at www.broadstripe.com/help for detailed videos and instructions.

PHONE I have no dial tone • • •

Check to make sure that there are no telephones off the hook.

Unplug all telephone equipment on the phone line for 5 to 10 minutes then plug in a single hardwired phone.

If you are not able to restore the dial tone, use a different phone or call our office on a cell phone at 410-987-9300.

I cannot use some of my phone features; I hear a fast busy signal If you hear a fast busy signal when you try using a feature, this means you have not subscribed to the feature. Please contact us at 410-987-9300 to add the feature to your phone service.

My phone is not ringing •

Check the volume and ringer controls on your phone to make sure the settings are correct.

I am getting short rings on my phone and no one is there when I answer • •

If your phone is giving you only one short ring, you may have Call Forwarding activated on your line.

To disable call forwarding dial *73.

I cannot dial out. When I do, I hear beeps and clicks Check your phone settings and make sure the phone is set to “Tone” and not “Pulse. broadstripe.com | 10

CONNECTIVITY For connection options and diagrams of specific digital and High Definition set-top box model diagrams visit the support page on the broadstripe website, broadstripe.com/help about connectivity and select the set-top box model you are using.

Use this to record connections between your home entertainment components. Later, you can use this diagram to reconnect your system if you move the equipment or add new components.

NOTES

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STAY ORGANIZED Keep This Handy Connection Reference If you move components you can always reconnect your system! Use this handy guide to record connections between your home entertainment components.

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LOCAL SERVICES AREA HOSPITALS

Northeast High School 1121 Duvall Hwy Pasadena, MD 21122 410-437-6400

Anne Arundel Medical Center 2001 Medical Pkwy Annapolis, MD 21401 443-481-1000

Old Mill High School 600 Patriot Ln Millersville, MD 21108 410-969-9010

Baltimore Washington Medical Center 301 Hospital Dr Glen Burnie, MD 21061 410-787-4000

LOCAL REFERENCES Anne Arundel County Police 410-222-8050 State Police Annapolis 410-268-6101 Poison Center 800-222-1222 Board of Education 410-222-5000 Electric and Gas Emergency 800-685-0123 Water and Sewer Emergency 410-222-8400 Trash Collection & Recycling 410-222-7425

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Severna Park High School 60 Robinson Rd Severna Park, MD 21146 410-544-0900

AREA SCHOOLS Broadneck High School 1265 Green Holly Dr Annapolis, MD 21409 410-757-1300 Chesapeake High School 4798 Mountain Rd Pasadena, MD 21122 410-255-9600 Glen Burnie High School 7550 Baltimore Annapolis Blvd Glen Burnie, MD 21060 410-761-8950 North County High School 10 E. 1st Ave Glen Burnie, MD 21061 410-222-6970

Southern High School 4400 Solomons Island Rd Harwood, MD 20776 410-867-7100

WE LIVE HERE. WE WORK HERE. WE PLAY HERE.

PIZZA SHOPS Capri Pizza and Sub Shop 337 Hospital Dr, Ste V Glen Burnie, MD 21061 410-766-2525

Rocco’s Pizza 7432 Ritchie Hwy Glen Burnie, MD 21061 410-760-6526

Orioles Pizza 1674 Crain Hwy S Glen Burnie, MD 21061 410-590-5050

Seasons Pizza 810 Nursery Rd, #N Linthicum Heights, MD 21090 410-609-1002

Pizza Boli’s 300 Crain Hwy N Glen Burnie, MD 21061 410-761-8900

PRIVACY We keep only the personal information needed to provide our services, treat it as private, use it only for what we offer you, do not sell it to others, work to keep it secure, and destroy it when no longer needed. We will tell you in advance if there are ever any exceptions and you have the right to say no.

Please see our website for more detailed information. Broadstripe.com

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WE LIVE HERE. WE WORK HERE. WE PLAY HERE.

BROADSTRIPE.COM CUSTOMER SUPPORT 410-987-9300

Monday through Friday 8am to 9pm Saturday 8am to 8pm | Closed on Sunday Billing Monday through Saturday 8am to 8pm

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