B:18.75” T:18.5” USERGUIDE CABLE TV • INTERNET • HOME PHONE GET STARTED Log in to rogers.com/myStartup for Helpful FAQs, How-To Videos, Set-Up Information, Service Upgrades and more Inside: • My Rogers • Cable TV • Internet • Home Phone • Troubleshooting & FAQs To get the most from your Rogers services, sign in to the Getting Started Centre on My Rogers today at rogers.com/myStartup • And more LEARN. EXPLORE. DO MORE. rogers.
B:18.75” T:18.5” Your Guide To Getting Started With Rogers Thank you for choosing to bring Rogers into your home. This helpful User Guide is designed to get you set up as quickly as possible so that you can start getting the most out of your services – from blazingly fast Internet to reliable Home Phone clarity to amazing Cable TV entertainment and so much more.
T:9.125” TABLE OF CONTENTS T:8.625” › My Rogers 3 › Cable TV 7 › Internet 31 › Home Phone 55 › Index 81 1 ©2011 Rogers Communications ROG_4843_BODY_GDE_EN.
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MY ROGERS T:18.25” Welcome to My Rogers Rogers On Demand Online My Rogers is secure, convenient and the one-stop destination to assist you in getting started and to manage your Rogers account any way you like, at any time of the day or night. TV on the go is here. And anywhere.* Getting Started Centre As a valued Rogers customer you can catch your favourite TV shows and the latest movies – anytime, anywhere* – with Rogers On Demand Online.
T:18.25” CABLE TV Discover the benefits of Rogers Cable TV with these easy-to-follow instructions. GET STARTED WITH CABLE TV T:8.625” › Your Remote › Programming Your Remote › Quick Start Menu › Interactive Programming Guide › Parental Controls › Quick Settings › Cable Hookups › Functions › Introduction to On Demand › Setting Up Your HD › Your Personal Video Recorder (PVR) › Troubleshooting & FAQs 6 ROG_4843_BODY_GDE_EN.
Your Remote Programming Your Remote The power to control your TV experience is in your hands. Control your TV, VCR and DVD player with your remote. Refer to the diagram below for a quick overview of your Rogers remote. To learn how to replace your TV, VCR and DVD remotes with the remote that came with your digital box, see page 9. Create one easy-to-use universal remote for your home entertainment system. CABLE TV Set your digital box remote to control your TV’s volume and mute.
T:18.25” Quick Start Menu Quick Start Menu • TV Mix Finding what you want to watch is easy. View 6 channels on one screen Explore the Quick Start menu to find: TV Mixes are a great way to follow many different programs at once, or to scan what’s on and choose what you want to watch. And if you subscribe to Digital VIP, you can stay on top of the latest events with our sports and news TV Mixes. • Launch Guide: See everything that’s on up to seven days in advance with the Interactive Program Guide.
T:18.25” Interactive Program Guide Channel Banner With your digital box, you can search through TV listings 7 days in advance with the Interactive Program Guide feature. Search by date, theme or title. The Channel Banner gives you information about a program while you’re watching it. To use the Channel Banner: 1. Simply press on your remote and the Channel Banner will appear toward the bottom of your screen, displaying the channel, title and time of your program. 2.
T:18.25” Parental Controls Quick Settings Parental Controls settings are included with your digital box and allow you to block programming by ratings and channels. Change your basic settings easily. You can also restrict TV access at certain times – like homework time. In order to use Parental Controls, you will first need to create a secure Personal Identification Number (PIN). See page 13 for instructions.
T:18.25” Cable Hookups Functions The following diagrams demonstrate the order in which you should connect your existing equipment to your digital box. Some of the one-touch functions available: Press DVD/Video Game Console Setup Due to copy protection technology on DVD and Blu Ray players, you cannot connect them through a VCR. You will be able to play DVDs or Blu Rays but not record their content. However, with a Rogers PVR you can record all of your favourite programs. Go to page 21 for more details.
T:18.25” Introduction to Rogers On Demand Getting Started with HD On Demand gives you the control to pause, rewind and fast-forward through over 4,000 movies and shows at the touch of a button. If you have an HD or HD-ready TV, look no further than Rogers – Canada’s #1 provider of High-Definition content.
T:18.25” Setting Up Your HDTV Your Personal Video Recorder (PVR) Before you begin using your new HD box, you will need to complete the HDTV Setup Wizard in order to view HD programming. Now you can pause and rewind live TV – just one of the benefits of having a PVR from Rogers. Control live TV, record one program while watching another on a different channel or use the Picture-In-Picture feature to watch two shows at the same time.
Troubleshooting Programming Your PVR Did You Know: You can also access your PVR Listings through the Quick Start menu under the What’s On menu option. To extend the end time of a scheduled recording: 1. Press . 2. Press to access the scheduled recordings. 3. Highlight the program you wish to change and press . 4. Scroll to the Stop Time and set it to end at a later time. 5. Press to save the new end time. 6.
T:18.25” Sound Problems ‘Not Authorized’ Message Symptom: Symptom: You can see a picture on your television, but there is no sound on any of the channels. You receive a Not Authorized message on a channel to which you subscribe. Potential solutions: Potential solutions: 1. Ensure that all applicable home entertainment equipment (e.g., TV, VCR, DVD, Home Theatre receiver, etc.) is powered on. 2. Ensure that the MUTE option is not selected on any of your home entertainment equipment. 1.
T:18.25” Problems Viewing Quick Start Menu Frequently Asked Questions Symptoms: What should I do if I have problems with my cable TV service? Please refer to page 23 to reset your digital box. You can’t access the Quick Start menu. Potential solutions: The reason you may not see the Quick Start menu is that your digital box is not compatible with the service. The following digital boxes are incompatible with Quick Start menu: • Scientific Atlanta Explorer 2000, Cisco 4642 and 8642.
Picture Problems Personal Video Recorder (PVR) I’m not getting a picture on my TV. What should I do? To correct this, follow the instructions on page 23. How many programs can I record at one time? You can record two programs simultaneously and still watch other titles in your already recorded titles list. I’m getting a ‘Not Authorized’ message on channels that I subscribe to. How do I fix this? Usually, re-authorizing your digital box will fix this problem.
You’ve made the right choice with Rogers Hi-Speed Internet. Read on to discover what’s included with your new service. GET TO KNOW HI-SPEED INTERNET ROG_4843_BODY_GDE_EN.
Your Rogers Hi-Speed Internet Settings Included with Your New Hi-Speed Internet Service IMPORTANT: You’ll need these details to register for your Rogers Hi-Speed Internet service and to sign up for your primary email address at rogers.com/begin Your internet service includes a number of great features and options that you can enjoy. Your Registration Key and Registration Number: Registration Key: (e.g.
Rogers Online Protection Anti-Spyware Your new Rogers Hi-Speed Internet service includes Rogers Online Protection. Enjoy peace of mind online with this all-in-one security suite including anti-virus, anti-spyware, firewall protection and parental controls. Anti-Spyware protection detects malicious or annoying software like adware and spyware on your computers. You can then choose to remove, ignore, or quarantine any applications that are found.
T:18.25” Rogers Yahoo!® Pop-Up Blocker Overview of Self Help Options We have many different support options to help you get back up and running if you run into problems connecting to the Internet, sending or receiving email messages or using any of the premium Rogers Hi-Speed Internet services. The self help resources available are: Here’s how to set your Rogers Yahoo! ® Pop-Up Blocker options 1. Install the Rogers Yahoo!® Toolbar from Rogers.software.yahoo.com 2.
T:18.25” Restore Your Internet Connection Connectivity Checklist - For Windows XP Wired If you launch the Rogers Hi-Speed Internet service, and your browser window opens without connecting to a Web page, the Connectivity Checklist will help solve your problem. Step 3 Option A – Windows XP (wired connection) Step 1: Restart your computer A. Restart your computer system. (Ensure that you have removed CD-ROMs from the drives.
T:18.25” Connectivity Checklist - For Windows XP Wireless 18. From the Command Prompt window: Step 3 Option B – Windows XP (wireless connection) A. Input the following text exactly as it appears here: ipconfig/release. Then press Enter on your keyboard. Your current network settings will be released. 1. Click Start > Control Panel. 2. Double-click Network Connections to view your network connections. 3.
T:18.25” Connectivity Checklist - For Windows Vista Wireless 5. From the Internet Protocol Version 4 (TCP/IPv4) Properties dialog box: Step 3 Option D – Windows Vista (wireless connection) A. Ensure that Obtain an IP address automatically is checked. Before following the steps below, ensure that you see a wireless icon in your system tray on the bottom right of your screen. If there is no wireless icon, the issue may lie with your wireless network adapter not functioning properly.
T:18.25” 20. Once your computer has restarted, attempt to launch your browser again. If no Web page appears, please continue below. 8. Click the Security tab. 21. Click the Start icon, select All Programs, select Accessories, right-click Command Prompt and select Run as Administrator (click Continue if prompted). The Command Prompt window appears. 9. For Security type, select WPA-Personal or WPA2-Personal, depending upon your router’s security setting. 22. From the Command Prompt window: 10.
T:18.25” Loss of Internet Connection - Causes If you lose your internet connection ensure that you have not changed any of the cabling going to your cable modem. Cable modems are very sensitive to noise or interference and signal loss. Many factors can contribute to noise that could cause your modem to lose its connection to the Rogers Hi-Speed Internet network. • If a Rogers cable technician installed your service, they were careful to reduce all forms of noise and signal loss when first installed.
T:18.25” Modem Troubleshooting Frequently Asked Questions Is your modem online? Questions about your account. Look at the lights on the front of your modem. How can I manage my Rogers Hi-Speed Internet service online? MODEM NAME At rogers.com/myrogers. From here you’ll be able to keep track of your monthly usage, get billing information, review Internet service, plus much more.
T:18.25” Connection-Related Questions I can’t connect to the internet. How do I fix this? Windows Vista If you can’t connect to the Internet, try these steps first: 1. Click Start -> Network -> Network & Sharing Center. 1. Unplug your modem’s power cord from the power outlet. 2. In the left task list, click Manage Network Connections. 2. If applicable, unplug your router’s power cord. 3.
T:18.25” Spam-Related Questions Email-Related Questions What is SPAM? I can’t send or receive email. How can I fix this? SPAM is essentially electronic junk mail or unsolicited email asking you to buy a product or visit a web site. The majority of SPAM is not dangerous; however, it is sometimes offensive, often annoying and always unwanted. To learn how to solve email problems, visit rogershelp.com/mail What should I do if I receive SPAM? See page 33 to learn how.
T:18.25” You’ve made the right choice with Rogers. ers. Read on to discover what’s included with h your new service. GETTING STARTED WITH G HOME PHONE H T:8.625” 56 ›H Home & Away Voicemail 58 ›C Calling Features 67 › TTroubleshooting 76 ›C Checking Your Terminal 78 ›C Calling Features Quick Codes 79 TM 54 ROG_4843_BODY_GDE_EN.
T:18.25” Included with Your Home Phone Extended Local Calling Areas As a Rogers Home Phone customer, you have access to a number of helpful and essential features. Take a look through this section for full details on these features. In some areas, such as New Brunswick, Newfoundland and Barrie, Rogers has extended the local calling area. You can call anyone within these areas without paying Long Distance charges.
T:18.25” Home & Away Voicemail Home & Away Voicemail - Set Up Voicemail Reinvented Here are some quick steps that can help you set up your voicemail. When you can’t answer the phone, Voicemail allows callers to leave you a message that you can retrieve at a later time. Home & Away TM Voicemail lets you do even more with a suite of exciting new features that revolve around your lifestyle! You now have the ability to customize and manage your service to simplify your life.
T:18.25” Home & Away Voicemail - New Message Alert Home & Away Voicemail - Personalize Your Voicemail If there is at least one new voicemail message to be collected, you will be notified by a “stuttering” dial tone when you pick up your telephone. Certain telephones will also have a message waiting indicator light or display. Please consult your telephone owner’s manual for further information.
T:18.25” Home & Away Voicemail – Online-Voicemail Home & Away Voicemail – Multi-Mailbox Forget dialing in to retrieve voicemail messages. Get notified and listen to your voicemail messages through email with Online-Voicemail. This feature is included in your voicemail service. There is no additional charge for Online-Voicemail. With Multi-Mailbox, each person can manage their personal mailbox separately.
T:18.25” Home & Away Voicemail – Voicemail-Notifier Group Distribution List Want to be notified on your wireless device or at another telephone number that you have a new home phone voicemail? Activate the Voicemail-Notifier feature and be notified of new messages as soon as they arrive, no matter where you are. With Rogers Home Phone, you can create Voicemail Group Distribution Lists that allow for quick communication to several people with a single call.
T:18.25” Home & Away Online-Manager Calling Features - Call Display Customize and manage your home phone service to suit your household’s needs – all from the convenience of your computer. Home & Away Online-Manager is the newest innovation from Rogers Home Phone that provides you with more flexibility and control over your home phone service. Know who’s calling before you pick up the phone. Call Display shows the caller’s name and number on any phone with a display screen.
TV Call Display Call Waiting See who’s calling right on your screen. When your phone rings, a banner will automatically pop-up on your TV screen to show you the name and phone number of who’s calling. And with the touch of a button on your Rogers remote, you can snooze TV Call Display or, if you subscribe to Rogers Voicemail, redirect a call to voicemail.
T:18.25” Call Waiting Call Forward - Busy/No Answer Deactivating Call Waiting Call Forward – Busy If your main phone line is tied up, you can have your call forwarded to an alternate number so you won’t miss it. To temporarily deactivate Call Waiting before making a call: 1. Pick up your phone and dial . You will hear two short beeps followed by the dial tone, indicating that Call Waiting has been temporarily deactivated. 2. Make your call.
T:18.25” Three-Way Calling Call Screen With Three-Way Calling, you can conference in two other callers. Using this feature, you can reject incoming calls from a list of numbers that you specify. Callers whose numbers are included in your Call Screen list will hear an announcement indicating that you are not accepting calls from their number. To use Three-Way Calling: 1. Dial the FIRST person’s phone number as you normally would. 2.
T:18.25” Frequently Asked Questions Questions About Rogers Home Phone I’m moving. Can I keep my phone number? If you’re moving within the same service area, you can indeed keep your phone number in most cases. If you are moving outside of your current service area, we will provide you with a new phone number. How does Rogers Home Phone work? Rogers Home Phone uses Rogers cable lines to deliver your phone service.
T:18.25” Troubleshooting Call Display Troubleshooting Call Screen Caller information is not being displayed. How do I deal with unwanted phone calls (e.g., telemarketing/repeated wrong numbers)? 1. Ensure that you are subscribed to the Call Display feature. See page 67. If you receive unwanted phone calls, such as repeated wrong numbers or telemarketing calls, Rogers Home Phone has a number of features and tips to help you: 2. Make sure that the phone is compatible with Call Display.
T:18.25” Checking Your Rogers Home Phone Terminal Calling Features Quick Codes From time to time, one or more lights on your Rogers Home Phone terminal may flash or go out. This section contains information about troubleshooting changes in the normal LED light pattern. The Power light is flashing or is out. Access Voicemail from home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . If the Power light begins to flash or is out, the Rogers Home Phone terminal is not receiving AC power.
T:18.25” GETTING STARTED INDEX T:8.625” › Cable TV 82 › Hi-Speed Internet 83 › Home Phone 84 › Contact Us 85 INDEX INDEX 80 ROG_4843_BODY_GDE_EN.
T:18.25” Cable TV Hi-Speed Internet Cable Hookups ...................................................................................................................................16 Connectivity Checklist .........................................................................................................................39-44 Channel Banner ..................................................................................................................................13 Windows XP Wired........
Rogers Home Phone Contact Information Calling Features ..................................................................................................................................67-79 Here are a few of the places that you can look for assistance. Call Display ......................................................................................................................................67 Call Display Blocking ..................................................................................
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