| Why Choose Pathway? |
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| General |
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| Service Setup |
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| Dial-up Access |
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| Service Accessories |
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| Existing Customers |
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| Home Networking |
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| Referral Program |
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| Personal Security Suite |
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| Online Forms |
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| WHY CHOOSE PATHWAY? |
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| Why should I choose Pathway's Residential High Speed Internet service? |
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Pathway has been serving thousands of satisfied customers with reliable and friendly Internet service since 1995. We are dedicated to providing our customers with an Internet experience they will find nowhere else. Here are a few reasons that make us different: |
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No confusing automated phone systems - a live friendly and knowledgeable support team solves your technical problems |
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included with your Internet plan |
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| What kind of customer service can I expect? |
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Pathway's Residential High Speed Internet services are backed by levels of support that even other ISPs talk enviously about. Since 1995, the name Pathway Communications has been synonymous with outstanding service, as we have constantly strived to exceed customer expectations. For example: |
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Every voice mail and e-mail is promptly returned - guaranteed |
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You never have to wait on hold for more than a few minutes |
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We monitor and support our network and servers on a 24/7 basis |
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There are never any busy signals for dial-up access |
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Every customer interaction is handled by courteous, and expertly trained professionals |
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Technical support is available 24 x 7 |
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| What promotions are available for Residential High Speed Internet service? |
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| For a limited time, new customers will receive the promotional price when they subscribe to or . |
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| What are the benefits of FastPath™ HomeNet? |
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| FastPath™ HomeNet offers lightning fast speeds, multiple email accounts, generous email and web space, and hassle-free home networking with your with optional wireless access. |
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| What are the benefits of FastPath™ Secure? |
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| When you subscribe to FastPath™ Secure, you receive complete protection against viruses, hackers, spyware and other malicious attacks for up to two PCs. Instead of purchasing multiple software to combat these issues, FastPath™ Secure includes the Personal Security Suite - a comprehensive security solution designed to protect home users against all of these potential issues. FastPath™ Secure also offers fast speeds, multiple email accounts, and generous email and web space. You will also receive a with optional wireless access that allows you to share a single high speed Internet connection with multiple PCs, free of charge! |
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| GENERAL |
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| Where is Pathway's Residential High Speed Internet service available? |
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| Pathway's footprint has expanded across Ontario and Quebec. To check if DSL is available in your area, and enter the 10-digit telephone number of the phone line on which you would like your high speed Internet connection to be installed. |
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| What are the minimum requirements for Pathway's Residential High Speed Internet service? |
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| Platform |
Windows |
Macintosh |
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Windows 98 or higher |
MAC OS 10 or higher |
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Pentium 300 MHz or equivalent |
PG3 266 MHz |
| Memory (RAM) |
64 MB (XP requires 128 MB) |
64 MB |
| Hard Drive Space |
350 MB |
350 MB |
| CD-ROM Drive |
Required |
Required |
| Network Adaptors |
Available Ethernet network card or Wireless-G network card |
Available Ethernet network card or Wireless-G network card |
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| Will my MAC work with Pathway's Residential High Speed Internet services? |
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| Either MAC or Windows computer will work with Pathway's Residential High Speed Internet services, as long as it meets the . |
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| Is there a modem rental fee? |
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| There is no modem rental fee when you subscribe to our Residential High Speed Internet service. |
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| Is there a setup fee? |
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| There is no setup fee when you subscribe to FastPath™ Secure or FastPath™ HomeNet. There is a one-time setup fee of $74.95 when you subscribe to LightPath™. |
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| Can I use my own modem with Pathway's Residential High Speed Internet services? |
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| Your Residential High Speed Internet service includes a home networking modem/router with optional wireless access. Since Pathway provides these modem/routers to you, your Internet connection is provisioned to work most efficiently with them and Pathway will provide you with the support should you experience any issues. If you wish to use your own modem, it will be your responsibility to configure and troubleshoot this modem. Pathway will not support your own modems. |
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| What is the optional wireless access? |
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| The optional wireless access on your home networking modem/router can be enabled so that you may connect your PCs, laptops and other devices wirelessly to your modem/router. |
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| If I use my own modem, can my monthly fee be reduced? |
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| Your monthly fee will remain the same even if you use your own modem. |
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| If I move and keep the same phone number, will my High Speed Internet service be transferred to my new home? |
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| Your High Speed Internet service is provisioned for the phone line and not the phone number. If you plan on moving, please contact us in advance and provide us with your new home address so that we may provision your new phone line with the appropriate Internet service. |
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| What are the payment methods? |
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| For monthly payment plans, you must pay by credit card. For annual payment plans, you have the option of paying by credit card or by cheque. If you pay by cheque, we require the first month fee plus eleven post-dated cheques prior to the activation of your service. |
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| What are Pathway's Residential Internet Terms and Conditions? |
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| Please refer to Pathway's Residential Internet Terms and Conditions for more information. |
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| SERVICE SETUP |
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| How do I subscribe to Pathway's Residential High Speed Internet services? |
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| New customers may or call us to speak with a Sales Representative. If you are an existing residential customer of Pathway you may upgrade your plan by logging in with your Pathway Username and Password and clicking on 'Upgrade Your Plan' on the main page. |
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| What do I need to do before I sign up? |
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Check availability |
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Since Pathway's Residential High Speed Internet uses a DSL line, we must ensure that DSL is available in your area. To check your availability, and enter the 10-digit telephone number of the phone line which you would like to use for your high speed Internet connection.
If high speed is not available in your area, you may sign up for Pathway's high quality and affordable . |
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Check minimum requirements |
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You must ensure your PC(s) meet the for our Residential High Speed Internet service. |
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| What is a Circuit ID? |
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| Circuit ID is used by your phone company to identify the location of your phone line. Please contact your Phone Provider if you do not know your Circuit ID. |
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| How long will it take for my High Speed Internet service to be activated? |
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| It will take approximately 5-7 business days for your service to be activated after we validate your information. If you pay by cheque, your service will be activated 5-7 business days after we receive the payment for the first month of service along with eleven post-dated cheques. |
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| I didn't enable the Wireless Access option on my home networking modem/router when I signed up, but would like to enable it now. How do I do that? |
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| To enable the Wireless Access option on your home networking modem/router, email us at provisioning@pathcom.com. There will be a one-time $25 wireless fee. |
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| When do I receive my Installation Kit and what is included in it? |
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| Your Installation Kit will arrive at your home 5-7 business days after you sign up for your service. The Installation Kit will contain: |
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Welcome Letter |
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User Guide |
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Access Information Sheet that contains your connection settings and other important details of your account |
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A home networking modem/router with optional Wireless access |
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Power adaptor |
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Two telephone filters |
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Line splitter with built-in filter |
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Telephone cable |
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Ethernet cable |
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| Please note that there will be a $15 shipping and handling fee for the shipment of the Installation Kit to your home. |
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| How do I set up my High Speed Internet service? |
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Setting up Pathway's Internet service is simply "plug and play". Your Installation Kit contains all the hardware you need to connect to the Internet, as well as a User Guide that contains easy-to-follow instructions to guide you through the setup process. Your home networking modem/router will be configured with the necessary settings so you do not have to worry about technical configurations.
If you require assistance in setting up your Internet service, onsite technicians are available at an additional charge. |
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| DIAL-UP ACCESS |
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| Can I use my Residential High Speed Internet service outside my home? |
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The phone line associated with the 10-digit telephone number you provided to us is specifically provisioned to work with your Internet plan, so you may not use your Pathway high speed Internet service outside your home. If you need to access the Internet outside your home, your high speed Internet plan includes 15 free dial-up hours which you may use within Pathway's dial-in area (Toronto and Hamilton-Burlington).
Please note that dial-up remote access is only available where technology permits. |
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| How do I use dial-up to access the Internet when I am outside my home? |
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| Ensure that you have a regular modem on your PC or laptop, connect a phone cable from your PC or laptop to the phone jack, and dial in using our . |
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| What are the Dial-up Access Numbers for my dial-up connection? |
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| The Dial-up access numbers are (416) 214-6200 for Toronto and (905) 525-5030 for Hamilton-Burlington. |
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| SERVICE ACCESSORIES |
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| What is a telephone filter and why do I need it? |
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| One of the benefits of our Residential High Speed Internet services is that you may use the Internet and your telephone at the same time. To ensure that your voice services remain unaffected by the tiny amount of static that a high speed connection may generate, you will need to attach a filter to each phone that is connected to the same line as your high speed Internet connection. Every high speed plan includes two free filters. Additional filters may be purchased from Pathway. |
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| How do I purchase additional telephone filters? |
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| You may purchase additional telephone filters online. Log in with your Pathway Username and Password and click on 'Add More Services' on the main page to complete the online form. You may also contact us by phone. |
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| What is a USB modem adaptor and why do I need one? |
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| The USB modem adaptor converts a USB port into an Ethernet port. One end of the USB adaptor plugs into the USB port and an Ethernet cable plugs into the other end. Pathway's home networking modem/routers only use Ethernet ports so your PC(s) are required to have an Ethernet card. If you need an USB modem adaptor, you may purchase one from Pathway online. and log in with your Pathway Username and Password. Click on "Add More Services" on the main page and complete the online form. . |
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| How do I purchase a USB modem adaptor? |
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| When you sign up online for Pathway's High Speed Internet service, you may purchase a USB modem adaptor using your sign up form. If you are an existing Pathway customer, you may purchase a USB modem adaptor online. Log in with your Pathway Username and Password and click on "Add More Services" on the main page to complete the online form. You may also call us at (416) 214-6363 to order an adapter. |
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| EXISTING CUSTOMERS |
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| I am an existing Pathway customer, how do I change my Internet plan? |
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| Log in with your Pathway Username and Password and click on 'Upgrade Your Plan' on the main page and complete the online form. You may also contact us by phone. |
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| I am an existing Pathway customer. If I change my plan, will my e-mail address change? |
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| Your current Pathway e-mail and website addresses will remain the same. |
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| I am a FastPath™ Secure customer and have more than two computers in my home. How do I purchase additional Personal Security Suites? |
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| You may purchase additional Personal Security Suites online. Log in with your Pathway Username and Password and click on 'Add More Services' on the main page to complete the online form. You may also contact us by phone. |
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| I am a Residential High Speed Internet customer and would like to purchase the Personal Security Suite, what should I do? |
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When you subscribe to FastPath™ Secure, you receive the Personal Security Suite for up to two PCs for free! If you have two PCs in your home, it would be more cost effective for you to subscribe to FastPath™ Secure rather than purchase the Personal Security Suite on its own. You may change your Internet plan by logging in with your Pathway Username and Password. Click on 'Upgrade Your Plan' on the main page to complete the online form. You may also contact us by phone.
If you wish to purchase the Personal Security Suite as a standalone service, log in with your Pathway Username and Password and click on 'Add More Services' on the main page to complete the online form. You may also contact us by phone. |
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| I already have a modem with my existing Pathway Internet service, can I give my modem back when I sign up for your new plans? |
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Pathway will not take back the modems that came with LightPath™ or FastPath™. Now, when you subscribe to Pathway's Residential Internet service, you receive a home networking modem/router with optional wireless access that offers greater benefits and more functionality. You do not have to purchase this modem or pay monthly rental fees. The modem is included with your plan!
Please note: Modem must be returned to Pathway upon termination of the service. |
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| HOME NETWORKING |
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| What is home networking? |
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| Home networking is the set up of a residential local area network (LAN). It allows multiple PCs to communicate with each other and share an Internet connection, files, and other devices such as VoIP adaptors or printers. |
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| What are the benefits of setting up a home network? |
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| A home network is a convenient method of sharing an Internet connection, files, data and other devices between multiple users. It enables communication to take place with the devices connected to the network and eliminates the need for extra cables and complex setups. |
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| What is a home networking modem/router? |
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| A home networking modem/router combines the functionality of a DSL modem and a network router. It establishes an Internet connection and shares it with multiple devices such as computers, laptops, VoIP adaptors or printers. Music, videos, photos, files and data can also be shared between the PCs or laptops connected to the modem/router. |
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| What are the benefits of the home networking modem/router? |
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| The home networking modem/router acts as a modem and a network router so you do not have to purchase additional switches or routers to share your Internet connection. You may also share music, videos, photos, files and data stored your PCs or laptops. Not only can you connect PCs and laptop, you may also connect other devices such as VoIP adaptors or all-in-one printers to the home networking modem. Pathway's home networking modem/router also has a wireless option, allowing you to connect multiple devices wirelessly. This wireless option gives you the flexibility and freedom to surf the Internet, check email, and chat from virtually any room in your home. If you do not have wireless-enabled devices, the home networking modem/router also has 4 Ethernet ports so you may connect multiple devices to the modem/router via Ethernet cables. Pathway's home networking modem/router is easy to set up and you will be provided with a User Guide to guide you through the set up process. |
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| What is the difference between the modem supplied with FastPath™ and the home networking modem/router which comes with Pathway's Residential High Speed Internet services? |
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| The home networking modem/router is more advanced and has more functionality than the old Pathway modems. The modem/router has a wireless access option so that you may connect your PCs, laptops, VoIP adaptors, all-in-one printers and other devices (that are wireless enabled) without running any cables in your home. You can surf the Internet, check email or chat from virtually any room in your house. If you do not wish to use the wireless option, the home networking modem/router also has four Ethernet ports so you may connect multiple devices via Ethernet cables. In addition to just sharing a single Internet connection, you may also share music, videos, photos, files and data between your PCs or laptops. |
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| What type of wireless network card do I need for my PC or laptop if I want the wireless option? |
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| It is highly recommended that you use a G-Wireless network card. |
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| Is there any hardware or software required for the home networking modem/router? |
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| Please refer to the page for more information. |
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| Do I get to keep my home networking modem/router? |
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| The home networking modem/router included with your Pathway Residential High Speed must be returned to Pathway upon termination of the service. The customer has 14 days from the termination day to return the modem/router to Pathway or a penalty charge will be levied on the account. |
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| How do I set up my home network? |
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| Your Installation Kit includes a User Guide that contains easy-to-follow steps to set up your Internet connection. Once you have established an Internet connection with your PC, simply connect the additional devices to the extra Ethernet ports located at the back of your home networking modem/router. If you have the Wireless option enabled and wish to connect to the modem/router wirelessly, ensure that the devices (e.g. laptop, VoIP adaptor, all-in-one printer) you wish to connect to the router have a wireless network card or are wireless-enabled, and connect to the wireless signal. |
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| What if my home networking modem/router malfunctions? |
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If you experience any problems with your home networking modem/router email us or call us at any time. Pathway's Technical Support is available 24 x 7. If the problem cannot be resolved over the phone you may send the router back to us and we will send you a brand new router.
Please note: You will incur the shipping and handling costs.
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| REFERRAL PROGRAM |
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| What is the Referral Program? |
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| The Referral Program earns you a $20 credit for every new FastPath™ Secure or FastPath™ HomeNet customer referred by you. Tell family, friends or colleagues about Pathway's exceptional service and have them provide your Full Name and Pathway Account Number when they or by phone. Learn more about our |
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| How do I receive the $20 credit from the Referral Program? |
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| You must refer a new customer to sign up for FastPath™ Secure or FastPath™ HomeNet. Have them provide your Full Name and Pathway Account Number when they or by phone. Once their account is set up, you will receive a $20 credit against your monthly or annual Internet fee on your next invoice. Learn more about our . |
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| I referred new customers to Pathway in the past, will I receive the credit for those referrals? |
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| The Referral Program is a new initiative for Pathway and cannot be applied to past referrals. Pathway understands that word of mouth is the best advertisement and with this Referral Program in place, we hope to encourage more existing customers to refer our service to others. |
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| What are the conditions of the Referral Program? |
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| Read the terms and conditions of the . |
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| PERSONAL SECURITY SUITE |
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| What is included with the Personal Security Suite (PSS)? |
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Real-time anti-virus protection |
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Powerful anti-spyware shield |
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Personal firewall |
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Hacker intrusion prevention |
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Web content filtering |
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Advanced spam control |
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Secure VPN |
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Automatic updates |
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User friendly interface |
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ICSA certified protection |
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| (ICSA Labs sets standards for information security products and certifies over 95% of the installed base of anti-virus, firewall, IPSec VPN, cryptography, SSL VPN, network IPS, anti-spyware and PC firewall products commonly deployed in the world today.) |
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| How do I subscribe to the Personal Security Suite service? |
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You must be a Pathway Residential Internet customer to subscribe to the Personal Security Suite service. You may purchase the Personal Security Suite service on its own or subscribe to FastPath™ Secure. When you subscribe to FastPath™ Secure, you receive all the features of the Personal Security Suite for up to two PCs. If you have two PCs in your home, it would be more cost effective for you to subscribe to FastPath™ Secure rather than purchase the Personal Security Suite on its own. To subscribe to FastPath™ Secure, or contact us by phone.
If you are an existing Pathway Residential Internet customer, log in and click on 'Upgrade Your Plan' to upgrade to FastPath™ Secure, or click on 'Add More Services' to purchase the Personal Security Suite service on its own. |
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| What are the minimum requirements for Personal Security Suite? |
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| Find out about the here. |
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| Where do I download the Personal Security Suite software? |
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| To download the Personal Security Suite software, click and log in with your Pathway Username and Password. Click on the FortiClient logo on the main page and click 'Download Personal Security Suite'. You will be prompted for an additional Personal Security Suite User Name and Password, which will be provided on the Access Information Sheet with your Installation Kit. |
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| How do I set up the Personal Security Suite service? |
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| Download the software from and install it on your computer using the Installation Wizard. You will be asked to provide your License Key, which will be provided on the Access Information Sheet with your Installation Kit. Once installed, the software begins protecting you against viruses, hackers, spyware and other malicious computer attacks. For detailed instructions, please refer to the User Guide included with your Installation Kit. |
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| Can I install Personal Security Suite software on my PC if I have another anti-virus program already running on my computer? |
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| No. You will need to remove any other anti-virus software from your PC before you install Personal Security Suite, otherwise the installation of Personal Security Suite will fail. |
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| ONLINE FORMS |
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| What forms are available online? |
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| New customers may subscribe to Pathway's Residential Dial-up and High Speed Internet service online. Online forms are available . If you are an existing Pathway customer, you may upgrade your service, add more services/accessories and change payment method by logging in with your Pathway Username and Password. |
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| Where can I access the online forms? |
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| The online forms are available . If you are an existing customer, you must provide your Pathway Username and Password to access the online forms. |
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| How long will it take for my service to be activated if I sign up online? |
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| After you submit your form online, we will contact you within 1-2 business days to confirm your details. After your details are confirmed, it will take approximately 5-7 business days for your service to be activated. If you pay by cheque, your service will be activated 5-7 business days after we receive the payment for the first month of service plus eleven post-dated cheques. |
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| Why do I receive an error message when I try to change my Internet plan in User Services? |
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| 'Upgrade Your Plan' form allows you to switch to a more advanced plan. You cannot use this form to downgrade your plan. If you need to downgrade your plan, please contact our Accounting Department at (416) 214-6363, opt. 3. |
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| I do not wish to enter my credit card number online, can I provide it on the phone instead? |
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| Yes, after you submit your form online, we will contact you within 1-2 business days to confirm your details. You may provide your credit card information to our Accounting Representatives then. |
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Residential Services
Residential Services
