We have listed some of the most
frequently asked questions when it comes to DSL. Everything from
setting up to troubleshooting your DSL. Simply click on the
question, then you will find the answer.
Setting Up
General
Troubleshooting
More topics coming soon!
How do I setup my DSL on my computer?
For help with setting up DSL on your computer,
click here for setup instructions.
How and when do I get my DSL settings?
The time you get your DSL settings for your computer are depending on the install
date the phone company gave us for your DSL. Once we have this
date, we will set you up on our side either on the install date,
or up to a week before the install date. Once we have this
install date, you are usually notified, and will receive a
welcome letter in the mail with these settings. If not then you
may receive an e-mail at the e-mail address supplied to us, or
you may call our technical support department for these settings
as well.
I put in my settings but the DSL still doesn't work. Why?
If you put in the
settings in the computer, and the DSL still isn't working, then
we recommend using out troubleshooting guide to help you fix the
problem. Also check the settings (numbers), and make sure they
are all correct. To use our troubleshooting guide click
here.
Do I have to use the phone line that came with my DSL kit?
No, you do not.
The phone line with the kit is the same as any regular phone
line. However you will want to make sure you use a phone line
that is in good condition. This is usually required if your
computer is too far away from the phone jack.
Do I have to use the phone line that came with my DSL kit?
No, however, you
will usually want to use the same cable that came in the kit.
The cable included with the DSL is determined upon what model of
DSL modem that you have. There are two types of cables, a
straight through cable, and a cross-over cable. You must make
sure that you use the correct one for your DSL to work. A way to
check this, is to make sure that your Network card has a 'Link'
light on. Most Network cards have this light, which indicates
that the cable is connected and is making a connection between
the two objects. If it is not on, then you may not have it
properly connected or may be using the wrong cable.
Who do I call if I have trouble installing the DSL modem, or phone jack?
If you are having
trouble installing your modem or DSL phone jack then you may
call the phone company. AT&T
and Verizon both have a first time install help line that you
may call.
How do I connect an additional computer to my DSL?
To connect an
additional computer to your DSL line, you will need a hub, and
an additional IP address. You may purchase a hub from most
computer stores, such as Best Buy, Circuit City, etc. To
obtain an another IP address for your DSL click
here to submit a request. You may also use a router, which
utilizes your current IP address, but allows you to connect
other computers to the DSL without purchasing an additional IP
address. However we do not support setting them up.
How do I get another IP address?
To get another IP
address you can submit a request form to our provisioning
department. To request an IP click
here.
Does my DSL come with dial-up too?
Unfortunately,
there is a separate charge for a dial up connection as well as
DSL. It is a reduced cost, and is $9.95 additional per month.
This gives you all the features
that our dial-up service offers. To add a dial-up session you
your account click
here.
How do I add dial-up to my DSL account?
To add a dial-up session to your DSL account, click
here.
What do I do if my DSL modem lights are off or blinking?
If your modem
lights are off or blinking we recommend using our
troubleshooting guide to help you resolve or determine the
problem. Click
here to start the troubleshooting guide.
My DSL just stopped working. What do I do?
We recommend using
our troubleshooting guide to help you resolve or determine the
problem. Click
here to start the troubleshooting guide.
Why is my DSL so slow?
We assure you that
our equipment is top of the line, and is more than adequate for
your DSL services. Unfortunately, not all customers are going to
receive the highest speeds, which means you may be receiving
normal speeds on your DSL line. You also may be routed
differently when accessing news and other web sites, e.t.c. So
that would affect the fluctuating speeds.
Some reasons why your DSL may be slow, can be due to a bad NIC
card, bad cables, computer hardware, bad phone lines and of
course the distance from the Central Office. Slow speeds can
also be due to near-end crosstalk (NEXT). The large bundle of
wire at the CO is heavily susceptible to crosstalk when the data
is traversing from the far end (the end user). At the far end,
there are fewer problems with NEXT so bandwidth is greater from
the CO to the user.
High bit rates, or in this case, higher frequencies suffer a
greater amount of attenuation. The reason that the upstream
speed in ADSL is generally much less than the downstream rate is
due to this fact. When the high frequencies have attenuated at
the CO end, they are very susceptible to all the other signals
in the binder group due to EMI. In the downstream direction, the
high frequencies still attenuate, but at the customer end, they
have a better chance of avoiding crosstalk since most
subscribers will not have large bundles of cables running into
their premises.
Another reason may be because the maximum data rate of a modem
is limited by the available frequency range (bandwidth) and
signal-to-noise ratio (SNR) which is amplitude dynamic range. If
more of either is available, more bits may be transferred per
second.
However if your
DSL seems to have suddenly slowed down, or seems too slow to
allow you to browse the internet, then perhaps there is a
problem with your line, or the phone company has the line
provisioned incorrectly. We recommend testing your speeds, then
calling us to report your speed so that we can open a trouble
ticket if necessary.
Click
here to test your DSL speeds.
How can I test my DSL speeds?
You can test your
DSL speeds off DSL Reports.com. Click
here to test your DSL speeds.
Why will my DSL will stop working for periods of time, then start working again?
Sometimes the
phone company is performing maintenance on their lines, or you
may have been assigned a duplicate IP address, which could cause
the DSL to stop working for a short time. However if this
appears to be happening often, then we recommend contacting
our technical support department.
