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Frequently Asked Questions

How can I become an AOL® member?
Which price plan is right for me?
Does AOL offer services for high speed Internet access?
What is dial-up? What is broadband? What are the differences?
If I switch from the AOL dial-up service to high speed (AOL Broadband
or AOL Max), will my Screen Name or E-mail address change?
What's the difference between AOL Max and the regular AOL services?
How do I switch to AOL?
How much does AOL cost?
When does my AOL Max trial begin?
I already ordered AOL but haven't started using it yet. How can I get help?
Is AOL complicated to use?
Where can I find AOL software?
How many different E-mail addresses can I have on my account?
What if I try AOL and decide it's not for me?
What web browsers can I use with AOL?
What is a Keyword?
If I have a problem with AOL, can I talk to a live person?
What happens if I move?
Will AOL protect me from unwanted E-mail (spam)?
Will AOL help me control my children's access to the Internet?
How do I install AOL from a CD?
How long does it take to download the AOL software?
What does my computer system need to run the latest version of AOL?
Can I talk on the phone while I'm online?
Can more than one Screen Name sign on at the same time?
Can I access AOL on dial-up when I'm away from home?

How can I become an AOL member?

It's easy. Once you decide which of our plans is best for you, you have a couple of options:
1. You can sign-up online right away by clicking on one of the 'Sign-up Now' buttons on our Price Plans page.
2. You can call toll-free, 1-888-265-4979, to sign-up with an AOL Member Services Consultant.

Our AOL Member Services Consultants can also provide you with full details on all of AOL's services. Or, if you require more information, you can browse this website to find all the specifics on our services, features, plans and prices.

Hop on board for a richer Internet experience! With many other providers, you simply get an Internet connection. We give you a lot more than that. As an AOL Canada member, you'll be able to enjoy easy access to specialized tools to increase your safety online, and help you navigate the Internet's best educational resources, information and fun. You'll also get improved E-mail, enhanced instant messaging, and insider access to programming and features that are exclusive to AOL. What are you waiting for?

- Learn About Price Plans

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Which price plan is right for me?

 When it comes to the Internet, we all have different needs. For example, you may want online access just to keep in touch with friends and family. Or you may be an avid gamer or entertainment fan keen to take advantage of all the great downloads that AOL Broadband has to offer. Alternately, you might travel a lot and need the flexibility of dial-up access on the road in addition to a high speed connection at home.

 Whatever your online passion, needs, practicalities, pastimes and budget, AOL has a plan that's perfect for you:

Choose unlimited dial-up access — If you're on a budget and use the Internet mainly for communications and occasional surfing.

Choose AOL Broadband (where AOL provides your high speed DSL connection) — If you're looking for premium speed, top features and lots of fast downloads.

Choose AOL Max — If you're happy with your current ISP and high speed connection, but want richer content, communication flexibility and reliable Internet security tools.

Learn more about and compare our different Price Plans

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Does AOL offer services for high speed Internet access?

Of course! AOL Broadband offers high speed DSL Internet service. This premium service allows you to surf AOL and the web up to 50 times faster (up to 100 times faster in Ontario) than a regular dial-up connection at 28.8 Kbps.

You'll find there are many benefits to choosing our high speed service. With AOL Broadband, you can be online and on the phone at the same time. You'll also be able to connect to the Internet instantly so it's faster and easier to do everything that you want online.
And of course it's easy to use, just like using the AOL dial-up service, only faster.

AOL Broadband includes all AOL features and enhancements, plus:

· Optimized security features like your own personal firewall to help protect your high speed connection.
· Access to premium, live online concerts and CD-quality music from You've Got Radio™.
· Enhanced technology for streaming crystal-clear, uninterrupted video and audio.
· Footage of breaking news from trusted news sources.
· Sports highlights from all the major leagues.
· Games specifically designed to take full advantage of high speed connections.

Complete your high speed experience.
Bear in mind that a high speed connection from another ISP will accelerate your Internet access, but may not include the security options, communication features and unique programming you will get included with AOL. So why not add AOL Max to your existing high speed connection to maximize your Internet experience?

AOL Max AOL Broadband Find Your Price Plan

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What is dial-up? What is broadband? What are the differences?

Dial-up is an Internet connection through your telephone line. Broadband refers to a high speed Internet connection accessed using either a cable modem or a digital subscriber line (DSL) from a telephone provider. AOL Broadband currently uses DSL technology, which uses regular telephone lines — but at a higher frequency than voice lines, allowing you to be on the phone and online at the same time.

Depending on your interests, needs and budget, AOL offers a range of both dial-up and high speed price plans. Just choose which one is best for you!

Find your Price Plan

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If I switch from the AOL dial-up service to high speed (AOL Broadband or AOL Max), will my Screen Name or E-mail address change?

No. Everything you love about AOL and your personalized information will stay the same - including your Screen Names, settings, Buddy List® features, and more. You won't have to learn any new programs, passwords or anything!

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What's the difference between AOL Max and the regular AOL services?

First, let us tell you what AOL Max is. It is new software that lets you enjoy all the great safety and security features and exciting content from AOL without switching your current high speed Internet provider. AOL Max actually works on top of your existing Internet provider. It enhances your current high speed connection for a fully loaded Internet experience, powered by AOL's latest version-9.0 Optimized. AOL Max gives you peace of mind knowing you'll be safer online and it's easy to install on your computer.

AOL Max gives you content and security features, but requires that you have a separate high speed connection, billed by your local cable or phone company. Alternately, if you choose our regular AOL service (AOL Broadband or dial-up), your connection to the Internet is included in the package. In other words, AOL becomes your Internet service provider, be it as a dial-up customer or a high speed one.

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How do I switch to AOL?

It is as simple as calling an AOL Member Services Consultant at 1-888-265-4979. Our Consultants are standing by to help you switch quickly and easily to the AOL service that's right for you.

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How much does AOL cost?

Access to our premium content and unique Internet services, as an example, can start from as low as CDN $9.95 a month for AOL Max. But we have many different packages for you to choose from based on your needs and budget. Our service plans range from hourly to unlimited dial-up and from high speed including AOL Broadband (where AOL provides your high speed DSL connection) to AOL Max, which enhances another Internet provider's high speed connection.

Before you can determine your monthly cost, we recommend that you review the various price plans by clicking the link below.

Find your price plan

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When does my AOL Max trial begin?

Right away. For this reason, it is a good idea to have high speed Internet service already up and running when you join AOL Max.

If you do not already have high speed Internet, AOL allows you one month to arrange your separate high speed connection with your local cable or phone company and enjoy the AOL Max experience at no cost to you. During this waiting period, you can use AOL's dial-up access to connect to the Internet and enjoy the AOL service, — but you will incur an hourly charge of CDN $1.50. It is, therefore, advisable to use AOL Max with your high speed connection as soon as you can to avoid additional charges. In addition, telephone charges may still apply depending on your calling plan and location if you access the Internet using AOL's dial network. If you are already an AOL member and want more information, go to Keyword: AOL Max.

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I already ordered AOL but haven't started using it yet. How can I get help?

You can call AOL Member Services toll-free 24 hours a day, 7 days a week at: 1-888-AOL-HELP (265-4357).

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Is AOL complicated to use?

No - it's easy! The AOL service was designed to make advanced, powerful communication tools effortless. AOL provides members with enhanced safety and security, video, radio, instant messaging and E-mail features they can use quickly and intuitively. If you do have a problem, the AOL service includes an in-depth online help section and AOL Member Services Consultants are always just a toll-free phone call away, 7 days a week, 24 hours a day at: 1-888-265-HELP (1-888-265-4357).

- E-mail AOL Member Services

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Where can I find AOL software?

If you don't have the software on your computer, you can easily download it at the end of your AOL online registration process. Just wait for the option to appear. You can also request a free start-up CD from us and receive it in 14 days by calling a AOL Member Services Consultant toll-free at: 1-888-265-HELP (1-888-265-4357). Or you can even pick up a free start-up CD from one of our many partners, including Shoppers Drug Mart, Canadian Tire, Future Shop, Best Buy, Toy 'R Us, Zellers, Kinkos, Office Depot, The Bay, Home Outfitters and Canada Post.

Download AOL now
Request a CD now

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How many different E-mail addresses can I have on my account?

AOL allows you up to seven Screen Names corresponding to seven E-mail addresses with your one AOL account. This makes it easy for your whole family to enjoy the enhanced communications tools, security features and exclusive content AOL offers. If you have the right AOL service and equipment, you can even get everyone online at the same time!

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What if I try AOL and decide it's not for me?

No problem. You can always cancel your membership at any time by calling AOL Member Services at 1-888-265-6308. Should you decide to cancel your service before the end of your free trial, you will not incur any membership fees. Communication charges may still apply. For further help, simply go to AOL Keyword: Cancel.

For other Internet services offered by AOL Canada, please visit www.netscape.ca.

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What web browsers can I use with AOL?

AOL is capable of running third-party applications, like the Netscape® browser, over the AOL connection. To do this, find the Netscape for AOL browser, by entering AOL Keyword: Netscape. Microsoft® Internet Explorer is included with the AOL software.

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What is a Keyword?

AOL Keywords are shortcuts to AOL-specific online content so you can quickly find information you need. With thousands of keywords on AOL, you'll easily find information relevant to your interests. Once you sign onto AOL, you'll be able to access this search service by typing your keyword into the AOL browser window.

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If I have a problem with AOL, can I talk to a live person?

Yes. Simply call an AOL Member Services Consultant toll-free at: 1-888-AOL-HELP (265-4357). You can expect top-quality service from our Consultants 24 hours a day, 7 days a week.

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What happens if I move?

If you decide to move, simply go to AOL Keyword: Billing and update your address. One of the great things about AOL is that you can use AOL across the country, whether you're using dial-up access or signing on over your high speed cable or DSL connection. Changing your mailing address won't affect your Screen Names, E-mail addresses or personalized AOL features, but it will allow us to contact you from time-to-time with important AOL service information. If you ever have questions about your service, you can call an AOL Member Services Consultant toll-free 24 hours a day, 7 days a week at: 1-888-AOL-HELP (265-4357).

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Will AOL protect me from unwanted E-mail (spam)?

Yes. With AOL, you can use smart spam filters to help block unwanted messages by specific word, subject and sender. Learn more about AOL features:

- Smart Spam Filters
- McAfee ® E-mail Anti-Virus Scanning
- Additional Safety and Security Features

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Will AOL help me control my children's access to the Internet?

Yes. If your child uses AOL, you should consider using our Parental Controls features. These award-winning features let you direct your child's online experience to help ensure that it is safer and more enriching. With Parental Controls you can direct with whom your child may communicate and what sites are appropriate, based on your comfort level as well as your child's maturity.

Using Parental Controls, you can:
· Easily set and adjust restriction levels for each child in your family, either from home or remotely (including hours and times allowed online).
· Track their online activity via a "report card" This handy bulletin lists sites your children visit (and try to visit) while on AOL, and the length of their online sessions. Their quantity of E-mails and instant messages will be e-mailed to you each time they go online. It's a great way to monitor their experience.

In addition, with KOL™, you can give your kids a fun, safe and educational interactive world on AOL, all their own. Find out more by typing AOL Keyword: KOL.

For more information, go to Keyword: AOL Parental Controls on the AOL service.

- Parental Controls
- The KOL Experience

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How do I install AOL from a CD?

Follow the easy instructions below, and you'll be on the AOL service in minutes!

To install AOL from CD-ROM:

 WINDOWS:
· Insert the AOL CD-ROM into your CD-ROM drive.
· Click Start.
· Type D:\SETUP (or E:\SETUP) and press Enter.

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How long does it take to download the AOL software?

Depending on your modem speed and your system's configuration, downloading AOL software from the Web site could take approximately one to four hours with a dial-up connection, or just minutes using a high speed cable or DSL connection. If you want to save time, it's a good idea to get the start-up CD-ROM from one of our partner's store locations. These include Shoppers Drug Mart, Canadian Tire, Future Shop, Best Buy, Toy 'R Us, Zellers, Kinkos, Office Depot, The Bay, Home Outfitters and Canada Post. Installing from a CD takes as little as 10 minutes.

Download AOL now.
Request a CD now.

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What does my computer system need to run the latest version of AOL?

Before you begin downloading AOL, be sure to check your operating system for the following parameters:

AOL 9.0 Optimized System Requirements:

OS: Windows 98/98SE/ME/2000/XP
Memory: 64MB RAM
Hard Drive Space: 180MB (without browser) - 236MB (with browser)
Screen Resolution: 800x600, 256 colors
Connection: Modem 28.8/BYOA/LAN/Cable/DSL/ TCP/IP
Internet Explorer 6.0 or higher

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Can I talk on the phone while I'm online?

Yes - but only if you subscribe to one of AOL's high speed plans like AOL Broadband or AOL Max. Even if you have DSL service through another telephone provider, your high speed connection will share the line with your telephone. You'll still be able to make and receive calls as if you were not even online. There's no need for a second phone line just to be online.

If you have dial-up service, this feature unfortunately does not apply. In this case, your computer and phone will be sharing the same line, so you'll have to finish your Internet session and disconnect before you can make or receive any phone calls.

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Can more than one Screen Name sign on at the same time?

Yes! If you subscribe to one of our high speed plans (AOL Broadband or AOL Max), you can have up to seven Screen Names logged on at the same time for no extra cost - or six plus one through dial-up. Be advised, however, that you'll have to install additional networking equipment to enjoy this multiple user functionality. Find out more about it at AOL Keyword: Home Networking.

For example, Dad and one or more kids can sign on through a home network that shares a single broadband connection. At the same time, Mom could connect from work through a dial-up or LAN connection. A second family member could not sign on from a friend's house until mom signed off from work, since that would be a third connection.

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Can I access AOL on dial-up when I'm away from home?

Yes, you can access the AOL Canada dial-up network from virtually anywhere in Canada by using one of our local, dial-up access phone numbers. AOL Canada boasts one of the most extensive dial-up networks of any ISP in Canada. However, if there is no local access number near you, you can access AOL with our 800 number but communication surcharges will apply.

You can also access your AOL account when you travel to the United States or internationally by using different 1-800 global AOL network numbers. Again, communication surcharges will apply

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 4 Easy Ways to Enjoy AOL®

AOL Broadband
AOL Max
Dial-Up Access
KOL - AOL for Kids

Which Product is Best for Me?

 Have a high-speed connection?

Find out how you can keep your existing Internet provider and get additional security, premium AOL news and entertainment, and so much more with AOL® Max.

Have Questions?
Call toll free,
1-888-265-HELP (4357)




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