DSL tech support - FAQWe 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
How do I setup my DSL on my computer? If you have a dynamic IP address then you shouldn't have to do any configuration to make it work. If you have a static IP address, then check the installation instructions for your operating system under DSL/configuration. [Back] 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 up your circuit on our network 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. [Back] 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. [Back] 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. [Back] 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. [Back] Who do I call if I have trouble installing the DSL modem? If you have trouble installing your DSL modem you want to check so you have hooked it up correctly according to our instructions under DSL/configuration. If you still have problems please call us at 310-442-1530. [Back] How do I connect an additional computer to my DSL? To connect an additional computer to your DSL line, you will need a hub or switch and an additional IP address (if you have static IP address). You may purchase a hub/switch from most computer stores. To obtain an another IP address, please contact us at 310-442-1530. 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. [Back] How do I get another IP address? To get another IP address, please contact us at 310-442-1530 or send an email to support@netwood.net [Back] Does my DSL come with dial-up too? Yes, we will provide you with a complimentary dial-up account if you request it. [Back] How do I add dial-up to my DSL account? To add a dial-up account, please contact us at 310-442-1530 or send an email to support@netwood.net [Back] 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. [Back] My DSL just stopped working. What do I do? We recommend using our troubleshooting guide to help you resolve or determine the problem. [Back] 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 etc. which would affect the fluctuating speeds. [Back] 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. [Back] 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. [Back] 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. [Back] 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. [Back] You can test your DSL speeds here. [Back] 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 which could cause the DSL to stop working for a short time. However if this appears to be happening often, then we recommend contacting us at 310-442-1530 or by sending an email to support@netwood.net [Back]
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