Email: adsl-support@netdoor.com
Jackson MS: 601.969.1434
Toll Free: 1.877.NETDOOR (1.877.638.3667)
Support FAQ
- What do I do if I have No Sync?
- Is My Connection Slow?
General Info FAQ
- What is DSL? Can I get it?
- How much does it cost? Are there any setup fees?
- What equipment will I need?
- Do you offer any discounts?
- Why should I use your service if I find a cheaper provider?
- What do customers get for their cost per month?
- If I already have a modem, can I use it?
- How much does it cost to change speeds if I already have NETDOOR DSL?
DSL Support FAQ
Q:What do I do if I have No Sync?
A1: Power-cycle modem
First unplug the phone and power cords from the modem. Do not flip the power switch, if applicable, as that may not properly clear the memory. Keep the modem unplugged for approximately 60 seconds, then plus the phone line in, followed by the power cord. Lights will flash and finally stabilize as the modem boots up.
Always power cycle all network hardware together in this order: When turning equipment off, begin with router and/or firewall, then turn off modem. When turning equipment back on, begin with modem and wait for it to power up fully before turning on other hardware.
A2: Check Connections
Power: Make sure the modem is plugged into a power source (preferably a surge protector for investment protection). If the power light on the modem does not come on and no other lights are lit or if the power light blinks red or shows solid red once it has been plugged in for a couple of minutes then the modem is "dead" and will need to be RMA'ed (if still under warranty) or replaced.
Phone line/cord: Make sure the telephone line is connected to both the modem and the telephone jack in the wall. The phone cord should be no longer than 15'. Ensure the telephone line is not running through any surge protectors or line extenders. Visually inspect the phone cord for any exposed wires or other damage. Even if there is no visible damage to the phone cord, try switching to another phone cord in case the problem lies there. Also try a different phone jack (that the DSL number rings to) to rule out problems with the original jack. Make sure there is a dial tone at the telephone jack and there is no static on the line (if there is no dial tone or significant line noise, call your local phone provider for repair).
Note: If there is line noise or static on the line, try unplugging individual devices (including the filter it is plugged into) that are connected to the line one at a time, checking after each to see if the noise or static issue is resolved. If the issue is resolved, then the device or the filter is the problem.
Filters: Check to see that microfilters are correctly installed. When customers receive their self-install kit, it includes filters for any telephone jack (that the DSL number rings to) that will have any device (i.e. telephone, cable box, satellite box, caller id box, fax or answering machines) connected there. Only one filter is required per jack that will be in use by another device. Have any new devices been added to the line recently? If so, unhook them to see if the problem is alleviated. If the filter is dual port and has both phone and DSL ports then please ensure that you are plugging the device into the phone side and not the one reserved for the DSL modem. The DSL modem DOES NOT require a filter so please ensure that there is not one connected to the jack that you have plugged the DSL modem into, or if you are using a dual port filter as mentioned above, please ensure it is plugged into the DSL side of that filter. If you are using a filter you may also want to try removing the filter and plugging the modem directly into the phone jack since the filter could be damaged in some way and cause the no sync issue. There should be a maximum of 5 filters connected. The more devices and/or filters connected to the line, the more you increase resistance and/or cause line noise which can degrade the quality of any type of connection over telephone lines.
A3: Check for EMI/RFI
Any of these devices could cause interference that affects your modems ability to gain or maintain sync: 900MHz or 2.4GHz phones, wireless microphones, headphones or speakers, wireless access points or routers, cellphones, radios, fluorescent lights, halogen lights, de-magnetizers, TVs, etc. Move all such devices away from your DSL modem to see if the issue is resolved.
If the modem successfully obtains sync, ensure complete functionality by surfing to several different websites and checking email.
If sync is still not acquired by the methods listed above then please call our support department at 877.NETDOOR.
Top
Q: Is My Connection Slow?
A: There are many variables that will affect your DSL connection's download speed. Some of these reasons may include:
- Loop Length: At longer distances from the Central Office, your connection speed may suffer.
- Interference: Any interference on the line may result in unstable or slow connections. Make sure you do not have any fax machines and/or 900mhz phones near your DSL modem, as that will limit some (not all) interference.
- Download Source: The speed at which you download files/websites is only as fast as the server you are downloading from. If a server has high traffic, you may expect slower than normal download speeds.
Top
General Info FAQ
Q: What is ADSL? Can I get it?
A: ADSL (Asymmetric Digital Subscriber Line) is a technology for transmitting digital information at a high bandwidth over existing telephone lines to businesses. Unlike regular dialup phone service, DSL provides a continously-available, "always on" Internet connection without preventing regular phone usage on the same phone line. You can check your line for availability by going to www.netdoor.com and use the "Test My Line" form. If your number qualifies you will need to contact commercial sales at sales@netdoor.com or 601.969.1434 and press option 1.
Top
Q: Do you offer any discounts?
A: Due to the rising costs of providing Internet access, we are unable to offer any discounts at this time.
Top
Q: Why should I use your service if I find a cheaper provider?
A: At NETDOOR, we live by the philosophy of "you get what you pay for," and we hope that you do too. We only use the best name-brand hardware and equipment, and that helps us to provide you with the best service around. We believe that the quality of our customer service coupled with the quality of our hardware makes your money well-spent. Also, we have no hidden charges or regulatory fees to stack on the bill. For more information on regulatory fees, read this article.
Top
Top
Q: If I already have a modem, can I use it?
A: In most cases, yes. To determine if your equipment will work with our service, please email the make/model of your modem to our DSL Support Staff
Top
Q: How much does it cost to change speeds if I already have NETDOOR DSL?
A: There is no charge associated with a speed change, nor does it require renewal of your contract.
Top
|
