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Frequently Asked
Questions
VIDEO ON DEMAND
EMAIL QUESTIONS
PERSONAL
WEBSITE
NETWORKING
PHONE BUTLER
TROUBLESHOOTING/SUPPORT
ONLINE
BILL PAY SYSTEM
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How can I connect to Mediastream
when I’m out of town? Is there a dial-up number?
You can only access
Mediastream
High Speed
Broadband Internet access within our cable system only. Phone
lines will not support the high speeds you have access to within
the cable network. However, you can always access your Mediastream
email
account from any location with Internet access. See our Email
Questions section for details on accessing your email remotely.
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Can I use my TV to
surf the Internet or do I need a computer?
We do not offer or support Web TV, therefore you can not use your
TV to surf the Internet. You must have a PC, Mac, or other
broadband compatible device to use our service.
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What kind of
download speeds can I expect?
Most customers have a
bandwidth limit of 6 Mbps.
Mediastream
also
now offers 15 Mbps high speed internet for the customer who
appreciates high performance.
This doesn’t mean you’ll get any
where close to that speed for actual downloads. You can only
download something as fast as the slowest link between you and a
server. The readings you get from speed testing sites will vary
greatly which is normal. The download speed you obtain depends on
network traffic (outside the cable network) at the time your
actually downloading the test data.
Since this congestion
greatly varies, your line speed measured will be different every
time. It is normal to receive reported speeds from <100 kbps up
to >6 Mbps, and an average of slower speeds during peak Internet
usage hours. With dial-up, you’ll NEVER receive over a 53kbps
average speed.
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What must I do to
get ready for service?
Before Mediastream
can offer
you High Speed Internet Service, you must have an Ethernet Card or
a USB Adapter installed in your computer. An Ethernet Card is the
most reliable and is the choice recommended. Also, Mediastream
must
install a cable wire at your computer if one is not already there.
Finally, our specially trained technician(s) will pay you a visit
for installation of the cable modem and you’ll be on your way to
the FAST Internet service you’ve always wanted! At our
installation visit you must agree and sign the Internet
Subscribers Agreement.
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Can I watch TV
while using my cable modem high speed internet service?
Yes. Both your
cable television service and your Mediastream
Internet
Service will operate normally at the same time. That’s because
the wire outside your home is split into two wires inside your
home - one dedicated line for TV and one dedicated line for
Internet service.
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I heard that I
don’t have to use my telephone line to connect. Is this true?
Yes! With our
service, you are connected to the Internet 24hours a day through
our cable system. No more tying up your phone line! No more busy
signals trying to get online! If you have a second phone line, you
can disconnect it!
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Do I have to buy a
cable modem?
No, Mediastream
provides a cable modem
with every high speed internet subscription. Even better, if it is
stops working properly, we provide a free replacement or free
repair.
There is a $2.99 modem maintenance fee
that applies to each Mediastream-provided
modem. The Modem Maintenance Fee at just $2.99/month protects your
Mediastream-supplied
modem from lightning damage, power surges, and other problems that
can damage your modem – and cause your high-speed Internet
access to stop working. Mediastream
high-speed internet
customers, who have our Modem Maintenance are covered for all
these issues plus you always have access to 24 x 7 live technical
support. This is just another benefit Mediastream
customers enjoy because we
are a LOCAL provider.
Mediastream’s
new modem maintenance only covers modems supplied by Mediastream.
Customers can bring defective Mediastream
modems to our
Waycross
office for immediate replacement after talking with our technical
support personnel to determine that this is necessary. Customers
with a modem issue may also request a service visit, but if the
trouble is not with a Mediastream
modem, a $29.95 service
charge will apply and the customer will be required to replace the
modem at their cost. Having the modem maintenance on your account
will make all of this our problem, not yours and you won’t have
to worry about surprise expenses. In the event of modem
damage, Mediastream
customers who do not have
modem maintenance will have to purchase a new modem.
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What does this modem maintenance
fee cover?
Modem Maintenance protects you if your Mediastream-supplied
modem is damaged by lightning, power surges, and other problems
that can damage your modem – and cause your high-speed Internet
access to stop working. Mediastream
high-speed internet
customers, who have our Modem Maintenance are covered for
all these issues plus you always have access to 24 x 7 live
technical support.
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What if I don’t want to pay the
modem maintenance fee?
You do have the option of purchasing your own modem. You would
need to speak to one of our technical support staff members, and
then return your Mediastream
modem. Mediastream’s
new modem maintenance only covers modems supplied by Mediastream.
Customers can bring defective Mediastream
modems to our
Waycross
office for immediate replacement after talking with our technical
support personnel to determine that this is necessary. Customers
with a modem issue may also request a service visit, but if the
trouble is not with a Mediastream
modem, a $29.95 service
charge will apply and the customer will be required to replace the
modem at their cost. Having the modem maintenance on your account
will make all of this our problem, not yours and you won’t have
to worry about surprise expenses. In the event of modem damage, Mediastream
customers who do not have
modem maintenance will have to purchase a new modem at their own
cost.
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Frequently Asked
Questions
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What is VOD?
Video On Demand is a new addition to Mediastream
that gives you the
ability to watch what you want, when you want. You can watch
hundreds of hours of free programming or select from top movies or
events for a nominal charge. When you buy an On Demand
movie, you can start a movie the moment you want and you have
access to that movie for a complete 24 hour period. You can
pause, rewind and fast forward any On Demand content. Plus,
you never have to worry about late fees like you do with the video
store! The free content includes workouts top fitness
instructors such as Jillian from The Biggest Loser, guitar
lessons, The Single Life (Dating TV), children’s programming
plus shows you may have missed from networks like Golf Channel,
E!, Versus, PBS Kids Sprout, Inspiration Network and much more. [TOP]
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How can I access VOD?
Very simply. Just press Channel 1 into your cable remote and it
will take you directly to the VOD menu which will give you access
to all of the available programming. Many of our remotes include a
button labeled “VOD” or “On Demand” that can be pressed
for instant access to the On Demand menu.
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What can I watch on VOD?
There is free programming, brand new movies, older movies, events,
and hundreds of additional hours of movies and original
programming! All of which is available at the touch of a
button. The free content includes workouts top fitness
instructors such as Jillian from The Biggest Loser, guitar
lessons, The Single Life (Dating TV), children’s programming
plus shows you may have missed from networks like Golf Channel,
E!, Versus, PBS Kids Sprout, Inspiration Network and much more.
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Why would I watch movies on
here instead of renting one from Blockbuster?
With VOD, you don't have to go anywhere. Press Channel 1, find
your movie, press OK, and watch the movie. You get the movie for
the same price but you don't have to deal with traffic, or use
gas, and you even get to keep some shows for three days!
Plus, you will never, EVER pay a late fee!
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Alright, I'm in, but how do I
navigate the menu?
A: Just use the up, down, left, and right arrows on the controller
to change your selections, the OK button to select something, and
most importantly, if you'd like to back out of your selection just
press the last button. Most
remotes have a play, rewind, fast forward, pause, and stop button.
If you wish to watch regular programming at any time just push the
exit button
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I try to access VOD but it
won't come up. Help!
More than likely the problem is that you are not a Mediastream
Digital Cable customer.
Video On Demand access is available free of charge to any digital
customer. You can go digital for less than a trip to the movies
each month. You will get access to On Demand, plus music, an
interactive guide and over 60 additional channels such as Outdoor
Channel, Lifetime Movie Network, Discovery Kids, Biography Channel
and more. Call us today to get started.
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My remote control has
an On Demand button but it does not bring up the VOD menu. Why is
that?
While we are in the process of making all of our remotes VOD
interactive, not all remotes we provide has that function.
You can tell if it is the correct remote by its VOD or On
Demand button. Otherwise it may not work and you will need to
enter in the channel number 1 instead.
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Is there a way to search through
programming, like with normal cable?
No, not at this time.. However, it is something that is being
discussed and hopefully will be one of the next additions.
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I left my movie on pause and when I
came back it had switched back to normal programming and I had
lost my spot. Why is that?
If you pause your movie it will stay there for 10 minutes. After
that point the movie will go away and you'll have to access it
again to continue watching it. However, when you retrieve the show
you can restart it from where you left off. All you need to do is
access the My Rentals menu in VOD.
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I'm trying to rewind to get
back to where I was before I fell asleep. Why is it so slow?
GCI is currently working on resolving this issue. We
apologize for any inconvenience.
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I have 3 VOD capable boxes in
my house. Can I access the same movie/programs on multiple
boxes?
Yes! Order a movie in the family room, stop it and move into the
bedroom, and then resume the movie right where you stopped it.
You can even watch the same movie in two separate rooms at the
same time for one low price.
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I'm gone a lot and I don't want
my kids to use this. How do I make it so they cannot access it?
The good news is that all digital boxes come with a Parental
Control feature allowing parents to control what level of access
you want for ordering
VOD programming. To set up your parental control, hit the menu
button twice and enter the parental control menu. Type in your 4
digit PIN and write this number down and keep for a reminder. You
can control your access by TV ratings, movie ratings, hide adult
titles and more. Please contact Mediastream
Customer
Support at 912 283 2332 option 2, if you require additional information.
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When will more content be
added?
We're adding new content all the time! Right now we do not have an
update to when new channels will become available, but movies and
programming are added on a regular basis.
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Will I be able to record the On
Demand content I'm watching?
The movie studios prevent that from being an option.
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I’m finished using On Demand
and now I can’t get out of the menu.
How do I get out?
Simply press the EXIT button to return to regular television
viewing. [TOP]
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Frequently Asked
Questions
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I can’t remember
my password for email. How can I find out what it is?
For security reasons Mediastream
will not
give out passwords over the phone. If you can’t remember your
password you’ll need to find the copy of the subscriber
agreement left with you at the time of installation.
If you have misplaced
your subscriber agreement then you’ll need to visit Mediastream’s
office in person to have your password reset to a new password of
your choice. You must be the person of who’s name is on the
account and have some form of ID. This process is for the security
and protection of your email account and helps avoid ID theft. [TOP]
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How do I change my
email password?
To change your email
password:
1. Log into webmail
2. Click on Settings
3. Click on Password
4. Type in your current password and your new password
twice
5. Click Update
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How can I check my
email when I am out of town?
1. Log onto www.mediastreamga.com
2. Click on My Mediastream,
then click on Webmail
3. Click on Normal Access
4. Log in with your email address and password
5. Click on the down arrow under Layout and choose
Viewpoint
6. Click Enter
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I can’t access my
email. What are the correct settings?
Please follow the
directions below. If you have any problems please call 912 283
2332 option 2, for Technical Support.
1. Open your
email program, e.g., Microsoft Outlook Express.
2. On the Menu bar, click Tools, then Accounts.
3. At this point you should not have any mail.wayxcable.com
accounts listed. If you do click on each wayxcable account then
remove it by clicking on Remove button. Make sure you know your
password before you remove an account. Select the Mail tab and
click Add, then click Mail.
4. The Mail wizard displays. Enter the Display name you’d
like and click Next to continue in the wizard. This name is what
will show up as who the email is from when you send an email. Some
people type in their name, others simply use their email address
here.
5. Enter your Email Address and click Next. (Username@wayxcable.com)
6. Enter the following settings, and then click Next:
Incoming Mail (POP3) Server: mail.wayxcable.com
Outgoing Mail (SMTP) Server: mail.wayxcable.com
7. Enter your Account Name and Password. Then, click Next.
8. Click Finish.
9. Click Close.
10. Click Send/Recv. This will check for new email messages. If
you receive no pop-up boxes or error message then you have
successfully setup your account. If you receive a pop-up box
asking for your username and password this means one or both of
them is incorrect.If you receive an error message that an email
could not be sent for some reason or another, look in your inbox
and delete any messages that could not be sent. If you have
further trouble please call Tech Support @ 283 9886.
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What is my
Login Name/Username?
Your Login
Name/Username is your full email address. For example if your
email address is jsmith@wayxcable.com
then your Login Name/Username would be “jsmith@wayxcable.com”
(without the quotes). Use your email address as the Login
Name/Username for Webmail access and for Mediastream’s
SPAM filter access.
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Frequently Asked
Questions
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How much personal
web space do we get and how do I use it?
Residential customer
accounts include 30MB of personal web space. This means that you
can have your own personal web site. It can be used for different
things such as a family web site, or to host pictures of items to
sell on eBay. To use your space simply follow the directions
below.
You may create a
website with the html editor of your choice. Some examples are
Microsoft FrontPage and NetObjects Fusion. You may also find a few
free html editors on the Internet.
Your default web page
(The first one people come to.) should be named “default.html”.
Once you have your page or site created you may ftp your files to
ftp.wayxcable.com. Simply use your email username and password to
login.
After your files are
uploaded you may direct your friends and family to http://users.wayxcable.com/~username.
Substitute your username for “username”. For example if your
email address is jsmith@wayxcable.com then your username would be
jsmith. Therefore you would type http://users.wayxcable.com/~jsmith
in the address bar [TOP]
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Frequently Asked
Questions
NETWORKING
Can I have more
than one computer? If so, how much does it cost?
Will Mediastream
network my computers for me?
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Can I have more
than one computer? If so, how much does it cost?
Yes, you may
have multiple computers accessing the Internet at the same time
for no extra charge.
You may connect two
computers to the same cable modem two different ways. On the back
of the Cable Modem you may connect the Ethernet port to one
computer and the USB port to another computer simultaneously. This
will allow both computers to have Internet access at the same
time. Although we highly recommend the second option which is to
create an Ethernet network. To create a network you’ll need to
purchase an Ethernet router, wireless router, hub, or switch. We
recommend a wireless router since it acts as a firewall to help
hide your computers from the Internet and also allows wireless
access for laptops or other hard-to-reach locations in your home.
Each computer will also require an Ethernet (or wireless) adapter.
Connect both computers to the router using Cat-5 patch cables, or
wireless. Finally connect the wireless router to the Cable modem.
Multiple computers can access our high speed Internet at the same
time with no noticeable effects.
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Will Mediastream
network my computers for me?
No. Mediastream
does not
offer any networking services. Please check the yellow pages for
local networking services.
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Frequently Asked
Questions
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What is Phone
Butler?
Phone Customers can add the Phone
Butler just $5 per month
Mediastream’s
version of the “easy” button!
For this small monthly fee, you can add access to our optional
Phone Butler Web Portal service.
*Manage your calls and voicemail from the convenience of
any computer.
*Get an email notification anytime you have a
voicemail
and then listen to that voicemail from
any computer!
*Have your home phone call your cell phone
if your best friend calls when you’re
out.
*Have your mother-in-law’s calls sent straight to
voicemail
(did we say that out loud?).
Do this and more with the Phone Butler!
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How do I use Mediastream
Voicemail?
Instructions and details about
Mediastream's Voicemail Service may be
downloaded here. Click here to
download our Voicemail Instructions. [TOP]
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What is my default Mediastream
Voicemail
password?
Mediastream
Voicemail
passwords are set to the last four digits of your
phone number by default. If you wish to have this changed, please
contact
Mediastream's
office at 912 283 2332.
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Frequently Asked
Questions
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What is Tech Support’s phone # and what are their working hours?
Tech Support’s phone
# is 912 283 2332 option 2, and is available to Mediastream
customers 24/7/365.
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What do I need to know about the cable modem lights?
The POWER, RECEIVE,
SEND, and ONLINE lights should be lit solid (not flashing) at all
times. The ACTIVITY light will occasionally flash when data is
being sent or received from your computer. If your cable modem’s
SEND, RECEIVE, or ONLINE light is flashing and the modem will not
come online,
please call 912 283 2332 option 2.
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How do I program or change my
Mediastream
universal
remote?
Click here for an online tutorial that
will walk you through the EASY steps to setting up your universal
remote and instructions about using some of the more advanced
features. A user’s manual is also available for download. [TOP]
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Frequently Asked
Questions
ONLINE
BILL PAY SYSTEM
How
can I pay online?
How
does customer access the online bill pay system?
Why this there a charge for this service?
Will my debit card work on the site?
Why can’t I see how much I owe?
If I make a small payment online, will I avoid
disconnection?
I don’t see Mediastream
listed on my credit card statement.
Where is my payment I made to Mediastream?
GENERAL
QUESTIONS
VIDEO ON DEMAND
EMAIL
QUESTIONS
PERSONAL
WEBSITE
NETWORKING
TROUBLESHOOTING/SUPPORT
PHONE BUTLER
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How
can I pay online?
Two Payment
Options:
1.
Credit Card (VISA, MasterCard, American Express or
Discover)
2.
Electronic Check (customer enters bank account number and
routing number and the bank drafts the account like it would a
paper check).
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How
does customer access the online bill pay system?
Go to www.mediastreamga.com
and look for Pay Bill Here button on the home page.
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Why
this there a charge for this service?
There is a $3.50 per
transaction convenience fee for customers utilizing the online
bill pay.
As always, customers may mail or bring their payments into the
office at no charge. We also offer automated monthly bank draft of
your payment amount at no charge.
The convenience fee covers Mediastream’s
costs of partnering with a processing company and maintaining the
online payment functionality.
We are pleased to be able to
offer this convenient and easy service to our customers at a
reasonable rate. By paying your bill online, you save on gasoline,
stamps and most importantly, you save time while being assured
that your payment has been received by Mediastream.
We are now strictly enforcing
the late fee policy. Paying online allows you to avoid the $5 per
month late fee. [TOP]
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Will
my debit card work on the site?
As long as the debit
card has a VISA, MasterCard, AmericanExpress or Discover logo, you
can use the online payment site.
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Why
can’t I see how much I owe?
Right now, you will
need to enter the amount of payment you’d like to make.
Please reference your bill for the amount due or call our office
if you have questions. We are looking at the possibility of adding
a balance look-up feature in the future, but this is not currently
available. [TOP]
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If
I make a small payment online, will I avoid disconnection?
If your account is
past due and you are having trouble paying your bill in full,
please contact our office. Sometimes we are able to make payment
arrangements with customers, but making payment online less than
the amount owed will not avoid disconnection unless you’ve
contacted Mediastream
for prior approval.
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I
don’t see Mediastream listed
on my credit card statement. Where is my payment I made to Mediastream?
Mediastream
has partnered with a company to process all online bill payments.
The payments show up on your credit card statement as Tadley
Payment Services. Tadley Payment Services is Mediastream’s
partner for online check and credit card payments. This is noted
on the online payment screen at the time of payment. [TOP]
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