Worthington Country Club

Transcription

1 Worthington Country Club Frequently Asked Questions for Migration from Comcast to CenturyLink *** When contacting CenturyLink, always identify yourself as a Worthington CC owner or renter*** 1) What services will CenturyLink be providing through my Club Dues? The contracted services provided to each resident of Worthington Country Club are: PRISM Essentials TV with 140 Channels + HD Channels 4 HD set top boxes (STB) comprised of 1 Whole-House DVR and 3 Standard High Definition (HD) wired boxes (You can watch recordings from the main DVR on each of the STB s) High Speed Internet: 40Mbps Download/20Mbps Upload (Dedicated Internet Access) Fiber-to-the-Home (FTTH) = State-of-the-art network/infrastructure Wireless Internet Router Assistance hooking up all future wireless devises (Smart TV s, computers, laptops, printers, tablets and smartphones) via calling the Help Desk. Dedicated Bulk Account Call Center 2) What should I do in advance of installation at my personal residence? Phone Service: If you currently have phone service with Comcast and want to move your phone service to CenturyLink or another option listed below, please do so now. Providers need 14 days to port your current phone number from Comcast. By doing so now you will not lose your current phone number. Here some recommended options o CenturyLink: Since CenturyLink provides phone service over their existing copper infrastructure, they can do this today. To order CenturyLink phone service you can call the Product and Services Group at or go to the retail store located at 6438 Naples Blvd., Suite 100 Naples, FL 3410 o Voice-over-Internet Protocol (VoIP): you must have a current Internet connection for this option. Recommended options are MagicJack (purchase at Target or Walmart), Ooma (Purchase at Target, Walmart or BestBuy) and Vonage (vonage.com). o Wireless Carriers like AT&T and Verizon offer separate telephone lines over your Internet connection by purchasing a base station. o You can keep your phone service with Comcast Addresses: o If you have a Comcast address (@comcast.net) and you do not have another Comcast Account at another home up North, then please switch to a neutral service like Gmail, Yahoo, Hotmail or AOL. Once you disconnect your Comcast Internet you immediately lose your Comcast account. o If you currently have a CenturyLink address (@embarqmail.com there is no change needed at this time. However, once your Bulk installation is complete, you will need to call CenturyLink s Products and Services Group at to disconnect your current retail Internet service. Be sure to inform them you have and plan to continue to use your CenturyLink address (@embarqmail.com o If you currently use a neutral service like Gmail, Yahoo, Hotmail or AOL you do not have to do anything. Neutral accounts will work on CenturyLink just as it did on Comcast. Current Home Communication Services: Whether you are at Worthington now or when you return please make sure all of you home s current communication services are working

2 including Cable TV, Internet, Phone Service and Home Security. It is possible some lines might have been cut during construction. If you find that any of your current home communications are not working please contact Grant Gorski at Cardinal Management ext. 385 as a first step. Grant is working closely with the construction team and will normally have any cut lines repaired within 24hrs. 3) How and when can I schedule CenturyLink to install service at my home? Residents can call or us at any time beginning September 21 to schedule their in-home installation, per the date ranges as shown here. CenturyLink will schedule 14 installs per day between 8:00AM and 5:00PM. Please indicate AM (8:00AM Noon) or PM (1:00PM 5:00PM) preference when calling or ing. There will be 7 AM and 7 PM slots available daily Monday Friday. Installation Schedule Plan By Association Association Street Units Residents can schedule InHome Installation for on or after: Amberley Amberley Oct Sherburne Sherburne Oct Single Family I Bridgeford 70 5-Oct Villas I Bridgeford Oct Southampton Oct Worthington Way Worthington Way Oct Single Family II Rochester 19 2-Nov Southampton 2 2-Nov Tonbridge 36 2-Nov Villas II Southampton 66 2-Nov Cavendish Cavendish Ct Nov Fountains Cavendish Nov Southampton Nov 799 Call to schedule your installation via phone/voice mail at: , or to schedule your installation at: worthingtoninstalls@centurylink.com *** Please include your name, address and a phone number where we can reach you.*** 4) How do I contact the correct group at CenturyLink? Since Worthington Country Club is a bulk customer only use these phone numbers or physically go to the Retail Store. Calling other toll-free numbers may result in delays and other issues. Add or Remove Services: Products and Services Group at o Hours of Operation are Monday through Friday, 9:00AM 7:00PM EST Technical Help/Outages: Help Desk at o Hours of Operation are 24/7. Physically Visit the Local Retail Store located at 6438 Naples Blvd., Suite 100 Naples, FL o Hours of Operation: Monday through Friday 9:00AM 6:00PM EST; Saturday 10:00AM 3:00PM EST

3 5) I currently have my own data service with CenturyLink. Who do I contact if I want to disconnect this service once the bulk High-Speed Internet is installed in my unit? You will need to call CenturyLink s Products and Services Group at to disconnect your current retail Internet service, once your bulk installation is complete. If you currently have and use a CenturyLink address, be sure to inform them you have and plan to continue to use your CenturyLink address (@embarqmail.com If not communicated at the time you disconnect your retail internet service, the address will be lost. 6) Will I need my own wireless router once the bulk Internet service is installed? No, a wireless router is included as part of the bulk services. 7) How do I set up the new network on my computer and devices? At the time of your initial installation CenturyLink will hook up your computers and wireless devices including but not limited to: Smart TV s Computers Laptops Printers Tablets Smartphones If you need to set up a new computer or device after the installation you may contact the Technical Help Group ( ) or visit following link: 8) Where do I find the network name (SSID) and password (passphrase) to set up my new wireless network? You will find this information on a sticker either on the top or bottom of the modem/gateway located at the first point of signal entry in your home. (The modem/gateway is the box with the two short antennas.) The network name is the SSID and the password is the Key/Passphrase. In the example below the network name is: CenturyLink7404 and the Password is: e3db4a8adbea83. Note: Use the passphrase information and NOT the Admin password.

4 9) Can I keep my current Comcast service and not switch over to CenturyLink service? Yes. However, you will be paying double for services one bill for services provided by Comcast and one bill for the CenturyLink services included in your Club Dues. If you choose not to convert to CenturyLink services, please notify Paul Mankowsky via phone: or pmankowsky@worthingtoncc.net, so that we can exclude your unit from the installation schedule. Note: you will be billed for the CenturyLink bulk services through Club Dues regardless if you use the services or not. 10) How do I upgrade services after in-home installation is complete? You may upgrade your services after the bulk installation is complete one of two ways: 1. Call the Products and Services Group at Hours of Operation are Monday through Friday, 9:00AM 7:00PM EST. 2. Physically visit the Local Retail Store located at 6438 Naples Blvd., Suite 100 Naples, FL 3410 Hours of Operation: Monday through Friday 9:00AM 6:00PM EST; Saturday 10:00AM 3:00PM EST 3. CenturyLink representatives will be available in the Dorset Room (Activity Center) every Wednesday and Friday from 2:00PM 4:00PM beginning October 7 through November 19 to answer questions or assist you in purchasing upgrades to channel packages or additional services. CenturyLink offers other additional services and upgrades beyond the bulk package purchased by Worthington Country Club, including additional video packages, Movie Channels, Video on Demand (VOD), Pay-per-View (PPV), Faster Internet Speeds, Telephone Service and Home Security. 11) Is there an additional charge for High Definition (HD) service? No, HD is included in the contracted bulk services for all channels in the PRISM TV Essentials Package which broadcast in HD. You will receive the channels in HD as long as your television and connections are HD compatible. If you upgrade and add additional video channel there could be a charge of HD on the additional channel. 12) CenturyLink offers four (4) packages of traditional Cable TV channels in their PRISM channel line-up consisting of PRISM Essentials, Complete, Preferred and Premium packages. Worthington Country Club contracted for PRISM Essentials TV with 140 Channels + HD Channels in the bulk contract. What will it cost to upgrade from PRISM Essentials package to Complete, Preferred or Premium packages? All upgrades from PRISM Essentials to the other packages will require a Retail account and order. While retail prices are subject to change you will be quoted the best retail offers and promotions at the time of inquiry/purchase. Please contact our Products and Services Group at for current retail pricing, promotions and property discount information. 13) You said the bundle comes with 4 set top boxes (STB). Is it one box per TV? Yes. The bulk services provide 4 STB s comprised of 1 Whole-House DVR and 3 Standard HD wired boxes (You can watch recordings from the main DVR on each of the STB s). If you would like to add additional TV s/stb s you can call the Product and Services Group at or go to the retail store located at 6438 Naples Blvd., Suite 100 Naples, FL ) Are the set top boxes wireless?

5 No. All STB s are hard wired. However, you can upgrade to a wireless box (for a charge) by calling the Product and Services Group at or go to the retail store located at 6438 Naples Blvd., Suite 100 Naples, FL ) If I select an upgraded service that includes HD or buy HD with a selected Prism TV package, will I need a different (HD) set top box as opposed to the one that is included in the bundle? No. HD is included in the STB s provided. 16) What does High Speed Internet: 40Mbps Download/20Mbps Upload (Dedicated Internet Access) mean? The contracted bulk High Speed Internet service being provided to Worthington Country Club will be delivered over a brand new state-of-the-art fiber network allowing you to download and upload videos, music, pictures, play games and browse your favorite website high speed internet connections. Data speeds are commonly measured in Megabits per second (Mbps). The term dedicated is used because that is the speed CenturyLink guarantees from the router in each residence to the Internet: 40Mbps download speed and up to 20Mbps upload speed. The first number is download speed and refers to how fast you "get" information from the Internet. The second number is upload speed and refers to how fast you "give" information to the Internet. 17) What factors could impact the speed of my High Speed Internet? The average home has multiple devices (Smart TV s, computers, laptops, printers, tablets and smartphones) sharing the Internet bandwidth simultaneously which impacts the speed delivered to each device. Also, there are factors like the strength of the wireless signal within your home, including: distance from router, locations within the home, electrical or other obstructions, cordless phones, baby monitors, wireless thermostats, security systems, or saturation of wireless signals from other nearby sources. 18) During installation do the CenturyLink technicians disconnect the Comcast equipment so that I can return the Comcast equipment? Yes, that equipment will be disconnected during the CenturyLink installation and left in your unit/home for you to return them. In the event you have not ported over your Comcast phone number (if you have one) to CenturyLink do not disconnect Comcast Internet and Phone service until the phone number has been ported to CenturyLink. Otherwise, you will lose your phone number. 19) How and where can I return my Comcast Equipment? You can return your Comcast equipment at any local UPS Store. UPS has a national contract with Comcast where UPS scans, boxes and ships the returned equipment back to Comcast. The closest UPS store is located at 8951 Bonita Beach Rd. Suite 525 Bonita Springs, FL This is the Spring Plaza with Winn Dixie, Goodwill and LA Fitness. Store Hours are 8:30AM to 6:00PM Monday through Friday and 9:00AM to 2:00PM Saturday. The UPS Store telephone number is Note: You must return all Comcast equipment including all converter boxes, small digital adaptors (DTA), remote controls and modems. UPS will scan and box the equipment for you and provide a receipt. PLEASE KEEP THE RECEIPT in case Comcast does not get it correctly scanned back into their inventory. 20) What are we getting in our bulk Prism TV service that s different from what we are seeing advertised by CenturyLink on TV or direct mail? This can vary by advertisement. What you should know is that Worthington s bulk PRISM TV and Internet service is provided by a newly constructed state-of-the-art fiber network, specifically for

6 Worthington Country Club. This technology allows the impressive Internet speeds with the capability up to 1Gig (1,000Mbps) in the future. While many customers are served by a network that will provide PRISM TV and Internet service, the greatest difference to you is the fiber network and quality of services provided over that solution. 21) If I have no picture on my TV, what steps can I take before calling CenturyLink Help Desk? In order for the set top box (STB) to transmit its signal to your TV the two must be able to establish a proper connection, so try the following steps first: 1. Check the inputs on your remote and settings on your TV, using your TV remote to verify your input is on the correct HDMI selection (usually HDMI 1). Continue scrolling through the TV s input selections on the menu until an image appears. If still no picture, 2. Turn your TV off and then back on. If that doesn't correct it, 3. Unplug your STB and plug it back in. This allows the STB to reboot. If none of these steps are able to establish the TV signal, then call the Technical Help Group at ) What do I do if I press the power button on the remote control and the TV screen is black or displays press ok to continue? Press the OK button on the remote. If image does not appear, the remote control may be out of sync (it is supposed to turn on the TV and STB simultaneously). If the TV button on the remote was accidentally pressed, this causes the remote to only control the TV. Turn off the TV and STB. Press the top left button on the remote control that says Prism STB once. Then press the power button on remote. Doing so will re-sync the remote with both the TV and STB. 23) Will there be CenturyLink representative s available onsite for questions? Yes, there will be representatives from the local Retail Store onsite weekly to provide demonstrations, answer questions, or assist you in purchasing upgrades to channel packages, additional set top boxes, phone service, etc The CenturyLink team will be located in the Dorset Room of the Activity Center, each Wednesday and Friday, from 2:00PM 4:00PM, beginning October 7 through November 19.