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Ontario - Ministry Of Education (opens in a new window)

Homework Help is funded by the Ontario government and administered by TVO's Independent Learning Centre.

 

Ask A Tutor Help

Having problems in the Chat Rooms?

I need to register but I don’t know my OEN. Can you give me my OEN?

No, but we can help you find it!

There are a few places you can find your OEN

  • Check an old report card. Your OEN is front and center! (opens in a new window)
  • Ask your teacher or school office… they have your OEN and Date of Birth in your school record.

I entered the wrong OEN and/or Birthday. Can you change it?

Sorry, you’ll need to create a new account. Be sure to use your OEN and not your student number… people sometimes get these confused. And you actually need to use your real date of birth… you need both the OEN and date of birth to unlock the site. The registration page will check to be sure your OEN and date of birth are in our system… good luck!

Why am I a temporary student?

There’s a few possibilities for why you aren’t a confirmed Student user! Let’s figure it out….

  • Did you register with your OEN or your student number?
    • OEN: great… so that’s not it.
    • Student Number: oops…your OEN is a 9 digit number on all your report cards, it is not your student number… if you used your student number by mistake, it's okay. Just go back to registration and create a new account using the right info. You can check which number you used in your profile page.
  • Did you register with your real date of birth or did you make one up?
    • Real – great, doesn’t look like this is your fault!
    • Faked it -
      • Normally it is good internet practice to keep your personal info to yourself… well done! Making an exception for Homework help is safe and secure and gets you free math tutoring!
      • You need BOTH, your OEN and real Date of Birth to access Homework Help. Think of it as a combination that opens the lock! Without the right combo, we don’t know you are an Ontario student… and can’t let you in! Be sure your numbers match what is on record with your school.
  • Maybe your school board hasn’t given us your info yet! Yikes!
    • How can we get you on the list?
      • Actually, we don’t have any way of getting your OEN onto our list… your school board needs to give it to us.
      • You need to ask your teacher or principal to contact your school board’s eLearning Contact. We can’t talk to them for you… sorry! But you can get the ball rolling by letting them know you aren’t in the Homework help database!
      • As soon as we get your info, you’ll become a confirmed Student user… and the tutors will be ready to help you figure out all your questions.

…the good news is that as a temporary student you can use all the resources and watch questions in Ask A Tutor. We can help you figure out why you ended up as a Temporary Student:

I keep getting disconnected. The site is really slow. I can’t enter a chat room! I keep getting removed from the chat. - Please fix this!

Rats… the internet can be so fickle. We can’t fix Homework Help… it isn’t broken! But we can give you some hints and tips to help you get the most out of your internet connection. Usually disconnects and having trouble entering the chat rooms are because your internet connection is inconsistent or bogged down doing other things. Working with a tutor does require High Speed connection, but you can try these things to help stabilize the service you have:

  1. Use a wired connection – if you can, plug right into your modem.
  2. Check your upload and download speeds. Are you getting the high speed you paid for?
    1. You can check your computer's connection speed at www.speedtest.net (redirects to an external website - opens in a new window). Your upload speed should ideally be between 512 kbps and 1 Mbps, and your download speed in excess of 2.5 Mbps.
    2. You can check the quality of your internet connection at www.pingtest.net (redirects to an external website - opens in a new window). You should receive at least a "B" grade, but ideally an "A" grade.
  3. Try a different browser.. sometimes your browser is using as much internet as you are!
  4. Clear your cache, and help free up your computer to interact with the HH site. To clear the cache in your browser, follow the steps below.

    If you are using Internet Explorer 9:

    1. Open IE and press F12. This will open the developer tools at the bottom of the window.
    2. Click the Cache menu.
    3. Select Clear browser cache for this domain...
    4. Click Yes to confirm you want to clear the browser cache for this domain.
    5. Re-log into Homework Help and join a chat room.

    If you are using Internet Explorer 8:

    1. Open IE and click the Tools menu.
    2. Select the Delete Browsing History link.
    3. Make sure that the Temporary Internet Files checkbox is checked and click Delete.
    4. Re-log into Homework Help and join a chat room.

    If you are using Firefox 3.5/3.6/4:

    1. Open Firefox and click the Tools menu.
    2. Select Clear Recent History.
    3. Choose the Everything option from the dropdown.
    4. Click on Details and make sure Cache is checked.
    5. Select Clear Now.
    6. Re-log into Homework Help and join a chat room.

    If you are using Firefox 3.0:

    1. Open Firefox and click the Tools menu.
    2. Select Clear Private Data.
    3. Make sure Cache is checked.
    4. Click Clear Private Data Now.
    5. Re-log into Homework Help and join a chat room.

    If you are using Safari for Mac OS X:

    1. Open Safari and click the Safari menu.
    2. Select Empty Cache....
    3. Click Empty.
    4. Re-log into Homework Help and join a chat room.

    If you are using Safari for Windows:

    1. Open Safari and click the Tools menu (gear icon in the upper-right corner).
    2. Select Reset Safari.
    3. Click Empty the Cache.
    4. Click Reset.
    5. Re-log into Homework Help and join a chat room.

    If you are using Opera:

    1. Open Opera and click the Tools menu.
    2. Select Delete Private Data...
    3. From the Detailed Options dropdown, make sure Delete entire cache is checked.
    4. Select Delete.
    5. Re-log into Homework Help and join a chat room.

    If you are using Google Chrome:

    1. Open Chrome and click the Tools menu (the wrench in the upper-right corner).
    2. Select Options.
    3. From the Personal Stuff tab, select Clear browsing data...
    4. Check the box for Empty the cache. To clear your entire cache, select Everything from the drop-down menu.
    5. Click Clear Browsing Data.
    6. Re-log into Homework Help and join a chat room.
  5. Try restarting your modem or computer to create a fresh connection.
  6. Minimize use of the internet on other sites and systems while you are on Homework Help… there is only so much room on your internet! If you are trying to chat with a tutor while your parent downloads movies and your siblings are watching YouTube while your cousin visiting from out of town Skypes with their girlfriend… everything is going to slow to a crawl… even Homework Help.

Interested in technical stuff? Visit for information on system/computer guidelines for the chat.

Is this a Chat room or a classroom? How am I expected to behave?

We come to Homework help to figure out our math homework – and our tutors are amazing teachers willing to help us out with that. Homework Help Ask A Tutor Chat Rooms are free of charge, but please be aware that you can lose your access privileges if you don't abide by the following rules and restrictions:

Short Version: Work hard, be polite, ask all the math questions you have. Your tutor has the ability to boot you from the room, and even from the service if you have trouble with the rules.

Legal version:

  1. Students will not harass, badger, heckle, disrespect, taunt, aggravate, insult, swear at or be rude to the tutors or any ILC staff with whom they have written or spoken contact. Any student using inappropriate language or graphics in the chat rooms will be barred from using them again;
  2. Registration forms must contain complete and accurate information;
  3. Passwords or user names may not be disclosed to non-registered students;
  4. Passwords, user names or content posted by students using the Tutor Chat Rooms may not contain language deemed by the Independent Learning Centre to be profane, defamatory, obscene, indecent, sexually explicit, violent, threatening, harassing, abusive, hateful, or otherwise inappropriate and objectionable;
  5. Content posted by students must not contain copyright content, contain trade secrets or infringe on the intellectual property or privacy or publicity rights of others without the express authorization of the owner of such rights;
  6. Students' use of the site and/or service must not violate local, provincial or national laws.

How many questions can I ask a tutor?

Tutors will help with one question at a time so other students aren't waiting too long. If you have more than one question, just click the Your Question button to get back in line. Remember – your questions will be saved to your locker AND you can tag other students questions as well.

Can you suggest some tips on how to avoid long line-ups in the Tutor Chat Rooms?

Tutors will help with one question at a time so other students aren't waiting too long. If you have more than one question, just click the Your Question button to get back in line. Remember – your questions will be saved to your locker AND you can tag other students questions as well.

Please help! I have a homework question and the Tutor Chat Rooms aren't open yet. What do I do?

Homework Help has an archive of popular chat questions in Best Sessions, and interactive tutorials in Tutorials which are available at any time.

I'm not a student. Can I still register and use the Ask A Tutor Chat Rooms?

Please do! We encourage parents and educators to register as a guest and observe how the Ask A Tutor Chat rooms work. Please note: when you register as a guest you cannot ask a question during the chat.

How safe are the Ask A Tutor Chat Rooms?

Very.

  • All tutors on Homework Help are members in good standing of the Ontario College of Teachers. All must submit a clean police check.
  • The chat is one-on-one between the tutor and the student. Students do not have the ability to chat with one another. Tutors are strict about keeping students on task and do not ask or answer personal questions.
  • Logs of all chats are saved to a separate location and are reviewed daily.
  • Tutors have the ability to mute a student immediately if they act in an inappropriate manner. In extreme cases a tutor can evict a student and prohibit him or her from using the chat rooms again. Behaviour guidelines are listed in Rules of Conduct.

Internet Guidelines

The broadband speed and connection consistency you use to connect to the Internet will affect how the Chat Rooms respond. For the Chat Rooms to work well you need a high-speed internet connection, preferably wired.

Using a dial-up modem or 'lite' service may not give you enough broadband speed or connection consistency for the Chat Rooms to work optimally, and this can cause slowness, lags or disconnects.

Using Wi-Fi or a 3G stick may cause slowness, lags, connection errors, and even disconnects. Wi-Fi and 3G usually have variable and slower upload and download broadband speeds that can lead to slowness and lags when using the Chat.


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Thursday
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