v1150910

Welcome Pack

Whatrsquos Inside1 Equipment Requirements Page 2

2 Getting Connected Page 3

3 Using Additional Telephone Sockets Page 4

4 Wireless Connection Setup Page 5

5 Wireless Troubleshooting Page 5

6 Canrsquot Connect - Broadband Troubleshooting Page 6

7 Email Setup Page 7

8 Customer Tools Page 7

9 Help and Support Page 8

Whatrsquos Included With Your ServiceEvery Zen Broadband service comes with the followingbull Unlimited uploads

bull Email anti-virus protection on Zenrsquos email servers

bull 2GB Web space

bull 11 POP3 mailboxes (including 10 personalised addresses ndash see page 7)

bull The maximum speed possible for your line ndash an estimate of the best possible speed will have been provided when you ordered the service Read more about Broadband speeds here wwwzencoukbroadband-speeds

bull In addition the services have the following download usage limits

Service Name Included Monthly Download UsageZen Lite8000 Lite 10 GB

Zen Active8000 Active 50 GB

Zen Pro8000 Pro 100 GB

Zen OfficeOffice 8000 200 GB

Zen Office Max 1000 GB

Zen Office 8000 Max Unlimited

Usage runs for calendar months for example from 1st January to 31st January

BroadbandWelcome Pack

Equipment Requirements

Typically provided with your router

2

ADSL Broadband Router

Ethernet Cable (RJ45)

Modem Cable

Telephone BT Master Socket

Telephone Extension

PCLaptopMac

DSL Filter(s) Power Adapter

You may find the following items in your home

3

Getting Connected1 Make sure you have all the equipment in the right place as illustrated below

2 Setting up your routerOpen a Web browser eg Internet Explorer or Mozilla Firefox and type the router address in to the address bar Router manufacturers use different addresses so consult the manual which came with your router to find out which to use Some common router addresses are listed below

bull Netgear http19216801

bull TechnicolorThomsonSpeedTouch http1921681254

bull Belkin http19216821

bull DraytekD-LinkLinksys3ComZyxel http19216811

Once you have typed the address in press Enter and complete the set-up using your ADSL Username and Password from your Welcome Letter

Enter the following information if requested

bull Encapsulation PPPoA (PPP over ATM)

bull Encapsulating type VC MUX

bull Modulation AUTO

bull VPIVCI 038

bull Authentication type CHAP

No CD required for set-up

4

Using Additional Telephone SocketsMake sure that you use a DSL Filter in every telephone socket you are going to connect to

IMPORTANT Do not connect any telephone cables directly into a telephone socket Your Broadband service will not work unless all telephones fax machines satellite boxes and other associated appliances are connected to the socket via a DSL Filter

NOTE Telephones connected via a DSL Filter are connected to your regular telephone service and not the (optional) Zen Broadband Voice service Calls made using these telephones may be chargeable by your telephone line provider and will appear in the bill provided by them

Telephone extensionsocket

Telephone extensionsocket

To telephone fax satellite box or telephone splitter

To telephone fax satellite box or telephone splitter

Wireless Connection Setup1 Setting up your routerYour router manual will provide details on how to set-up itrsquos wireless settings Alternatively Zen provide guides for common routers in our Knowledge Base You can access these by connecting to your router using an Ethernet Cable and opening wwwzencoukwireless-setup in a Web browser

2Connect your computer to the wireless network

Wireless Troubleshooting If you are having problems with your wireless connection try the following steps

1 Ensure wireless is enabled and set-up on your computer and router In some cases a physical switch may turn the wireless offon

2 Restart your router and computer

3 Work through the connection troubleshooting advice in the ldquoCanrsquot Connectrdquo section of this booklet

4 Try the wireless connection with your computer closer to the router

5 If you are still having problems connecting to your router use an Ethernet Cable and view our troubleshooting guide at wwwzencoukwireless-troubleshooting

5

IMPORTANT You must ensure you secure your wireless network to protect yourself from unauthorised access and use of your network

Mac OS X

1 Click

2 Click your network name and enter your network keywireless password

Windows 7

1 Click

2 Click your network name and enter your network keywireless password

Windows Vista

1 Click Start -gt Connect To

2 Double click your network name and enter your network key wireless password

Windows XP

1 Click Start then Settings

2 Click Network Connections

3 Click Wireless Network Connection 4 Click your network name and enter your network key wireless password

3

Getting Connected1 Make sure you have all the equipment in the right place as illustrated below

2 Setting up your routerOpen a Web browser eg Internet Explorer or Mozilla Firefox and type the router address in to the address bar Router manufacturers use different addresses so consult the manual which came with your router to find out which to use Some common router addresses are listed below

bull Netgear http19216801

bull TechnicolorThomsonSpeedTouch http1921681254

bull Belkin http19216821

bull DraytekD-LinkLinksys3ComZyxel http19216811

Once you have typed the address in press Enter and complete the set-up using your ADSL Username and Password from your Welcome Letter

Enter the following information if requested

bull Encapsulation PPPoA (PPP over ATM)

bull Encapsulating type VC MUX

bull Modulation AUTO

bull VPIVCI 038

bull Authentication type CHAP

No CD required for set-up

4

Using Additional Telephone SocketsMake sure that you use a DSL Filter in every telephone socket you are going to connect to

IMPORTANT Do not connect any telephone cables directly into a telephone socket Your Broadband service will not work unless all telephones fax machines satellite boxes and other associated appliances are connected to the socket via a DSL Filter

NOTE Telephones connected via a DSL Filter are connected to your regular telephone service and not the (optional) Zen Broadband Voice service Calls made using these telephones may be chargeable by your telephone line provider and will appear in the bill provided by them

Telephone extensionsocket

Telephone extensionsocket

To telephone fax satellite box or telephone splitter

To telephone fax satellite box or telephone splitter

Wireless Connection Setup1 Setting up your routerYour router manual will provide details on how to set-up itrsquos wireless settings Alternatively Zen provide guides for common routers in our Knowledge Base You can access these by connecting to your router using an Ethernet Cable and opening wwwzencoukwireless-setup in a Web browser

2Connect your computer to the wireless network

Wireless Troubleshooting If you are having problems with your wireless connection try the following steps

1 Ensure wireless is enabled and set-up on your computer and router In some cases a physical switch may turn the wireless offon

2 Restart your router and computer

3 Work through the connection troubleshooting advice in the ldquoCanrsquot Connectrdquo section of this booklet

4 Try the wireless connection with your computer closer to the router

5 If you are still having problems connecting to your router use an Ethernet Cable and view our troubleshooting guide at wwwzencoukwireless-troubleshooting

5

IMPORTANT You must ensure you secure your wireless network to protect yourself from unauthorised access and use of your network

Mac OS X

1 Click

2 Click your network name and enter your network keywireless password

Windows 7

1 Click

2 Click your network name and enter your network keywireless password

Windows Vista

1 Click Start -gt Connect To

2 Double click your network name and enter your network key wireless password

Windows XP

1 Click Start then Settings

2 Click Network Connections

3 Click Wireless Network Connection 4 Click your network name and enter your network key wireless password

4

Using Additional Telephone SocketsMake sure that you use a DSL Filter in every telephone socket you are going to connect to

IMPORTANT Do not connect any telephone cables directly into a telephone socket Your Broadband service will not work unless all telephones fax machines satellite boxes and other associated appliances are connected to the socket via a DSL Filter

NOTE Telephones connected via a DSL Filter are connected to your regular telephone service and not the (optional) Zen Broadband Voice service Calls made using these telephones may be chargeable by your telephone line provider and will appear in the bill provided by them

Telephone extensionsocket

Telephone extensionsocket

To telephone fax satellite box or telephone splitter

To telephone fax satellite box or telephone splitter

Wireless Connection Setup1 Setting up your routerYour router manual will provide details on how to set-up itrsquos wireless settings Alternatively Zen provide guides for common routers in our Knowledge Base You can access these by connecting to your router using an Ethernet Cable and opening wwwzencoukwireless-setup in a Web browser

2Connect your computer to the wireless network

Wireless Troubleshooting If you are having problems with your wireless connection try the following steps

1 Ensure wireless is enabled and set-up on your computer and router In some cases a physical switch may turn the wireless offon

2 Restart your router and computer

3 Work through the connection troubleshooting advice in the ldquoCanrsquot Connectrdquo section of this booklet

4 Try the wireless connection with your computer closer to the router

5 If you are still having problems connecting to your router use an Ethernet Cable and view our troubleshooting guide at wwwzencoukwireless-troubleshooting

5

IMPORTANT You must ensure you secure your wireless network to protect yourself from unauthorised access and use of your network

Mac OS X

1 Click

2 Click your network name and enter your network keywireless password

Windows 7

1 Click

2 Click your network name and enter your network keywireless password

Windows Vista

1 Click Start -gt Connect To

2 Double click your network name and enter your network key wireless password

Windows XP

1 Click Start then Settings

2 Click Network Connections

3 Click Wireless Network Connection 4 Click your network name and enter your network key wireless password

Wireless Connection Setup1 Setting up your routerYour router manual will provide details on how to set-up itrsquos wireless settings Alternatively Zen provide guides for common routers in our Knowledge Base You can access these by connecting to your router using an Ethernet Cable and opening wwwzencoukwireless-setup in a Web browser

2Connect your computer to the wireless network

Wireless Troubleshooting If you are having problems with your wireless connection try the following steps

1 Ensure wireless is enabled and set-up on your computer and router In some cases a physical switch may turn the wireless offon

2 Restart your router and computer

3 Work through the connection troubleshooting advice in the ldquoCanrsquot Connectrdquo section of this booklet

4 Try the wireless connection with your computer closer to the router

5 If you are still having problems connecting to your router use an Ethernet Cable and view our troubleshooting guide at wwwzencoukwireless-troubleshooting

5

IMPORTANT You must ensure you secure your wireless network to protect yourself from unauthorised access and use of your network

Mac OS X

1 Click

2 Click your network name and enter your network keywireless password

Windows 7

1 Click

2 Click your network name and enter your network keywireless password

Windows Vista

1 Click Start -gt Connect To

2 Double click your network name and enter your network key wireless password

Windows XP

1 Click Start then Settings

2 Click Network Connections

3 Click Wireless Network Connection 4 Click your network name and enter your network key wireless password

6

Canrsquot ConnectHere are a few tips that often help if you canrsquot connect to the Internet

1 Try this firstRestarting your equipment can help to refresh your connection

bull Turn off the power and unplug your router

bull Wait for 30 seconds

bull Plug the router back in

bull Ensure all cables are properly plugged in

Now test your connection by trying to get to a website such as wwwzencouk

2 Still canrsquot connectA factory reset will erase any corrupt information contained in the router Donrsquot worry this step is easier than it looks

bull While your router is turned on press and hold the lsquoRESETrsquo button with a paper clip or pin for 10 seconds

If you chose to have a Zen supplied router automatically set-up it will automatically connect within five minutes If you did not choose this option your router will need to be manually set-up

Letrsquos try again Can you connect

3 Last thing to try Here you are eliminating any possibility of internal telephone wiring causing problems with your connection

bull Remove the two screws as illustrated

bull Remove the plastic front cover to reveal the test socket inside

bull Plug an alternative DSL Filter into the socket behind the front cover and connect your router to the new DSL Filter

No connectionItrsquos time to give us a call on 0845 058 9009

IMPORTANT This will reset all settings to lsquodefaultrsquo

IMPORTANT Only remove the screws and do this step if there is a horizontal line dividing the front plastic cover on your BT Master socket

Email Setup

Email addresses are set up and managed through the Zen Customer Portal at httpportalzencouk

To access the email tools1 Sign in using your Customer Portal username and password

(note these are not the same as your ADSL Broadband Username and Password)

2 Click My Services -gt Manage Email Settings

3 Choose a Sub-domain Check itrsquos availability and click ldquoCreaterdquo

4 Click My Services -gt Create an Email Address

5 Choose the start of your new email address and click ldquoAddrdquo

6 Enter a password and confirm it then Save the settings

7 Your new email address is now ready to use Help on accessing your email can be found at wwwzencoukemail-setup

Customer ToolsThe Customer Portal

The Customer Portal provides tools to help you make the most of your account You can sign in at httpsportalzencouk

Some key tools - and where to find - them are highlighted below

bull See how much yoursquove downloaded each month My Services -gt View Service Usage Statistics

bull Retrieve your account details including your username password and IP address information My Services -gt View Technical Details

bull Setup a Direct Debit to make managing your payments easier My Billing -gt Services Billed to Me -gt Change Payment Method

bull Top up your download allowance if yoursquore close to your monthly limit My Services -gt Buy Additional Download Usage

bull If yoursquore finding you regularly exceed your usage allowance opt for a package with more usage My Services -gt Upgrade a Service

Broadband Usage CheckerA number of usage checkers are available to help customers track their Broadband usage You can get these from wwwzencoukusage-checkers

7

Technical SupportTelephone 0845 058 9009

01706 902 009

Email supportzencouk

Webwwwzencouksupportsupportzencoukkb

Opening times 8am-8pm weekdays9am-5pm weekends

Opening times are subject to change Please see wwwzencoukcontact-us for up to date opening times

dagger Departmental options are subject to change Please listen to the options when you call

TIP Please provide your ADSL Username which can be found on your welcome letter or order number when contacting us If you have a Broadband problem please try the ldquoCanrsquot Connectrdquo section of this document first for a quick troubleshooting guide

copyZen Internet Limited 2011 All Rights Reserved v1-130411

Zen InternetSandbrook Park Sandbrook Way Rochdale OL11 1RY

Tel 0845 058 9000 Fax 0845 058 9005 Email saleszencouk Web wwwzencouk

SalesTelephone 0845 058 9000

01706 902 000 (option 1)dagger

Email saleszencouk

Opening times 9am-5pm weekdays

Customer ServicesTelephone 0845 058 9000

01706 902 000 (option 5)dagger

Email customerserviceszencouk

Opening times 9am-5pm weekdays

Customer BillingTelephone 0845 058 9000

01706 902 000 (option 4)dagger

Email accountszencouk

Opening times 9am-5pm weekdays

Help and Support Any questionsHelp and troubleshooting advice for common issues can be found on our Help and Support site atwwwzencouksupport

LiveChat

You can contact us on our LiveChat service at wwwzencoukcontact-us alternatively you may contact us using the details below