FAQ
What is Wi-Fi?
What do I need?
How do I get started?
What is the coverage area?
Can I use Email?
How can I find out my Email Password?
How do I log out and stop the current session?
How will I be billed?
Will I receive an invoice when I use the service?
Can I change my rate plan?
Can I access my corporate LAN?
What kind of security is available through my wireless connection?
I forgot my password
I can’t logout / end my session
I can’t send / receive e-mail
I am having difficulty / unable to browse the Internet
Wi-Fi, short for wireless fidelity, is technology that lets you reliably and securely send and receive wireless data with nothing more than a Wi-Fi enabled laptop or PDA and a wireless access point (WAP) like Speed Zone. You may have heard it referred to as 802.11b or 802.11g - it's all Wi-Fi. Your connection to the Internet is not a cable, but a radio signal. Typically, as long as your computer is within about 300 feet of a Speed Zone WAP, you can have full access to the Internet on a high speed connection. Generally, the user purchases time on a given Wi-Fi network with their credit card and uses the network simply by visiting a host location and logging in.
A Wi-Fi enabled device is a laptop or PDA that supports 802.11b/g networking:
- Most laptops and PDAs sold today are already 802.11b/g capable, and wireless network cards are available for older models from computer retailers, computer manufacturers, or internet service providers.
- Your operating system should also be 802.11b/g enabled - Our Speed Zone WAPs are tested to support Microsoft® Windows® 2000 and XP and Macintosh® OS X operating systems.
- Our Speed Zone WAPs are also optimized for browsers: Microsoft Internet Explorer 4.01 SP2 or higher and Netscape® Navigator® 4.7 or higher (Windows); Safari 1.0, Microsoft Internet Explorer 5.1 or higher, and Netscape Navigator 4.7 or higher (Macintosh).
Start your laptop or PDA - if it's 802.11b/g enabled, you will see the Speed Zone login page when you open your Internet browser.
Existing subscribers click on the "Login" button for express access to the Internet.
New subscribers click on the "Subscribe Now" button to access the new subscriber's page with an overview of the service plans available.
A link to the coverage area is located at the top of every Speed Zone page, just to the right of the temperature display.
Note: Service not available in all areas. Areas shown on this map are a graphical representation of the Speed Zone coverage area, but is not a guarantee of wireless coverage. Some restrictions apply.
Web-based e-mail accounts like Microsoft Hotmail® can be accessed just as you would from home.
POP/SMTP e-mail like Outlook Express can be accessed via the application on your device desktop, just as you would in the office.
POP/SMTP e-mail can even be sent, as long as your e-mail provider allows you to send from a different network.
Speed Zone does not supply an e-mail address and will not be able to assist in locating the password to an e-mail address provided by another service:
- You can contact the Web-based e-mail service for assistance.
- You may need to contact your residential Internet Service Provider if you are using an e-mail address provided by that service.
- Time Warner Cable Eastern Carolina customers can contact their local office or call 1-800-222-8921.
- For help with Company e-mail, Please contact your Corporate IT Help Desk.
To stop session you must logout using one of the methods described below:
- Click the “logout” button found within the logout pop-up window. This window appears after each successful login.
Note: Using the above logout method requires that the pop-up window remain either minimized or open during the session. - Turn off your computer for minimum of (20) minutes and let the system automatically end your session.
Note: You will billed for all minutes leading up to the automated logout.
Notice: It is your responsibility to logout when finished. Credits or additional minutes will not be provided for those end- users who fail to logout properly.
All charges for use of the service will be applied to the credit card number you provide at the time you set up your account.
Yes, you will receive an initial “Welcome” e-mail at the time you sign up for the service as well as invoices each time your credit card is charged. All correspondence is sent to the email address you provide at the time you set up your account.
Yes. To change your rate plan, click the “Account Management” link on the welcome page.
Note: Any changes made to your rate plan will not take effect until the end of your current plan’s billing cycle.
Yes. If your company allows Internet remote access into your corporate network. If your company has a virtual private network (VPN), you should be able to run your VPN or secure tunneling client software.
Note: Speed Zone does not provide assistance with corporate remote access; please contact your Corporate IT Help Desk.
What kind of security is available through my wireless connection?
Wired Equivalency Protection (WEP) is not enabled in the Speed Zone network. Therefore, no special keys are required to use the service. However, Speed Zone does prevent communications between any other PC on the network. This security prevents someone from maliciously attempting to access your computer while on the Speed Zone network.
If you forget your password, click the Forgot Password? Link on the main log-in page. A “security” form will appear. Enter the required information and click the Submit button. If the information you entered is correct, your password will be displayed on the screen. If you are unable to retrieve your password using the online form, contact Customer Support at 1-866-493-0844 (provide this Support ID: 44-006931).
Possible Cause: Logout popup window was closed by mistake or computer rebooted.
Solution: In the event you close the logout window by mistake, you will need to do one of the following to end your session:
- Using your web browser, go to https://wireless.nnu.com/timewarner/logout.html and click the logout button provided at the top of the page.
- Turn your computer off and leave it off for at least 20 minutes.
Possible Cause: You are not logged into Speed Zone.
Solution: Before you can receive e-mail, you must either initiate a subscription session or log into the speed Zone network using your account username and password. If you are a new user, you will need to set up an account and log in or initiate a subscription session before you can access your e-mail.
Possible Cause: You are having a problem with your Anti-Virus Software.
Solution: Disable your Anti-Virus software. Speed Zone is not liable for virus intrusion.
Note: If disabling the Anti-Virus repairs the issue, please contact the manufacturer of the Anti-Virus software.
Possible Cause: You are not logged into the Speed Zone network.
Solution: Before you browse the Internet, you must either initiate a subscription session or log into Speed Zone using your account username and password. If you are a new user, you will need to set up an account and log in or initiate a subscription session before you can access your e-mail.
Possible Cause: You are having a problem with your Pop-Up Blocker software.
Solution: Disable your Pop-Up Blocker software.
Note: Internet Explorer 6.0 does have a built in Pop-Up Blocker.
Possible Cause: You are having a problem with your Personal Firewall software.
Solution: Disable your Firewall software. Speed Zone is not liable for personal security.
Note: Windows XP does have a built in Firewall. If disabling the Firewall repairs the issue, Please contacts the manufacturer of the Firewall software.
If your question or topic was not addressed in this FAQ list and you still need assistance, you may call the Speed Zone Help Desk at 866-493-0844 and reference Support ID 44-006931.
If you are currently on Emerald Isle and within the Speed Zone wireless Internet coverage area and you are not already a subscriber, please logon to continue your wireless Internet session.
For more information about which services Time Warner Cable has available in your area, please log onto www.timewarnercable.com.