Service Questions

1. What is Road Runner?

   Road Runner is a high-speed online service delivered to the computer over the cable television infrastructure. By utilizing the latest advances in web technology and leveraging the blazing speed made possible by cable's hybrid fiber-coaxial network, Road Runner integrates compelling multimedia programming with the latest communication tools - all within a broadband environment. Developed to appeal to a broad audience, it combines simple navigation features, top-of-brand programming and easy to use Help and Member Services. The flexible design enables the seamless integration of a wide breadth of national and local programming, news and entertainment. Road Runner offers customers a unique online experience that enables them to enjoy the full potential of the broadband environment.

2. Are any service contracts required?

   No. Service contracts are not required to receive the Road Runner service. Services are charged on a monthly basis and may be terminated by the customer at any time.

3. Can I use other services such as EarthLink?

   Yes. If you wish, you may keep your current Internet Service Provider.

4. What kind of support is available?

   Telephone technical support is available 24 hours a day. There is also online technical support which can be accessed through email and our Online Help Desk which lists common support topics.

5. I have seen cable modems for sale on the Internet, can I purchase my own cable modem?

   Before you purchase and install a cable modem yourself, be sure to contact Bright House Networks Customer Care to ensure that the cable modem is compatible with Road Runner systems.
   
   Keep in mind that Bright House Networks provides a cable modem at no additional cost with 24x7 support. All customer purchased equipment is the sole responsibility of the customer.

6. How do I download the CA Internet Security Suite software?

   To download the CA Internet Security Suite that we offer FREE to all Road Runner customers, please visit the Road Runner Download Page and follow the online instructions.

7. Does Bright House provide a web mail utility so users can access their email when they are away from home?

   Each Internet Service Provider (ISP) provides their own internet web site which you can access (with your email login name and password) to send and receive your email when you are away from your primary computer. Visit the ISP Customer Support Information page to find a link for the Road Runner, Earthlink, or AOL service that you have.

8. How do I obtain access to newsgroups?

   Bright House Networks Road Runner customers may obtain access to newsgroups through Newshosting.com at no additional charge. Please visit http://www.newshosting.com/bhn-en/ for more information.

Technical Questions

9. What is the IP address of RoadRunner's outgoing SMTP server? I need to configure my mail client.

   To configure your email client you need to use the server name, which for outgoing SMTP email is smtp-server.twmi.rr.com.
   The incoming POP server name is pop-server.twmi.rr.com.
   
   For Usenet news server, configure your newsreader to news-server.twmi.rr.com.

10. Can I use a cable/DSL or broadband router with my cable modem to share my connection with more than one computer?

    Yes. However, if you are using only a hub, you will need to purchase an additional IP address. Please call for details.

11. Will I be provided with a static or dynamic IP address?

    Road Runner only provides residential accounts with a dynamic IP address. If you are in need of a static IP address, our Business Class Services will meet your needs.

12. Can I use additional computers with my cable modem?

    You may use a router to connect additional computers. If you are using only a hub, there is a $6.95 charge for each additional IP address. You may have up to 4 (5+ is considered commercial) additional IP addresses per cable modem. Please call for details.

13. How fast is the cable modem?

    Road Runner offers speeds up to 270 times faster than traditional dial-up connections over its high-speed network. The infrastructure and technology are designed to bring content as close to the consumer as possible, through sophisticated caching servers located at the Regional Data Center or cable headend. This technology provides access to a wide variety of multimedia content without the need to go into the heavily trafficked Internet space. Many factors can influence the delivery of data, however, particularly once you are out on the Internet. These factors can include how busy the Internet is at the time, and how many hits the site you are visiting is getting. Another factor can be the kind of computer equipment you are using. While Road Runner will work as long your setup meets the minimum requirements, the device with the slowest throughput along the path determines the effective speed. Generally speaking, users meeting the recommended requirements rather than the minimum requirements tend to experience faster speeds.

14. How does the cable modem work?

    Instead of a computer modem hooked up to a local phone line, Road Runner customers will be provided with a high-speed cable modem that links their computer to the cable fiber-optic/coaxial network and Regional Data Center. Users can access local news, entertainment information and other local content from various computer servers throughout their local area. These servers also provide a gateway for Road Runner customers to connect to the Internet, at very high speeds.

15. What is DOCSIS and how does it change or not change the current cable modem environment?

    DOCSIS (Data Over Cable Systems Interface Specification) is a standard from Cable Labs that is given to cable modem manufacturers when they develop a product that meets DOCSIS specifications. The modem is said to be "CableLabs Certified" and provides a consistent standard that can be used across any cable system that supports DOCSIS. For more information please see the Cable Datacom News site. Currently, Road Runner uses both legacy and DOCSIS equipment. Road Runner subscribers should not notice a difference between the two types of equipment. However, DOCSIS is the standard of choice which will provide a better overall user experience.

16. I'm concerned about security. What measures has Road Runner taken to protect me?

    With all Internet services (dial-up, ISDN, wireless, satellite, DSL or cable modems), your computer can send data to any other computer on the Internet and vice versa. That's the nature of the Web, email and other Internet applications. To protect our users, Road Runner's cable modems are designed to deliver data packets only to the address that has been assigned to your computer. This prevents the interception of data packets that any user sends or receives. In addition, the modems we are deploying support the encryption of data sent to and from the computer. Many computers and operating systems include features that allow you to share files or printers with other computers on a home network. These features are designed to allow you to decide what to, and what not to, share with other users. If these features are improperly configured, however, they can present a security risk when you connect to the Internet via dial-up, DSL or cable modem. For this reason, Road Runner recommends that you disable File and Print sharing.

    Visit our Internet Security pages for more information, parental control help, news and the latest security alerts.