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Frequently Asked Questions - Internet AccessGeneral
Customer
Connect Speed
ISDN
What is your acceptable use policy?All customers must comply with our acceptable use policy. What are the system requirements to use the service?You should be able to use the service with just about any computer and operating system. We provide technical support for:
Please call the main office for help with these operating systems. How do I set up my computer to dial into the service?Select your operating system from this list for detailed instructions:
Do you have anything to automate the setup?There's a wizard online at https://store.elirion.net/secure/dnldcfg.pl You'll be asked to select the state/province or area code you'll be calling into and select the access number you will use. Then enter your username and password, and the wizard will generate a setup file for use on any Windows computer with Internet Explorer 4.x or higher installed. You can install the setup file from the browser, or save it for use on another computer. The same wizard is used when signing up online. Can I use your service with Linux?Sure, but we won't be able to provide much in the way of technical support as there are so many different dial-up configuration programs. Please call the main office during business hours. The most common problem is failing to have pppd use our DNS servers. How do I share an Internet connection between several computers?If you have two or more computers that are networked together, you can share an Internet connection. The simplest method is to use software that lets you share the modem in one of the computers. However, the computer with the shared modem has to be powered up all the time. A more expensive approach is to use an external modem and a modem sharing device. Versions of Microsoft Windows starting with Windows 98 include modem sharing software. Can I use WebTV with Elirion's dial-up service?You should be able to use WebTV. Please call technical support for help setting up your WebTV unit. Can I use an e-mail appliance such as the CIDCO MailStation?Manufacturers of e-mail appliances generally require you to use their dial-up service. One exception is the Iopener. Please call technical support for help setting it up to use our service. Do you offer broadband Internet access (cable, DSL, wireless, satellite, etc.)?Not at this time. When will you offer broadband Internet access?We don't have a launch date at this time. Is your dial-up service suitable for business use?The service is not intended for a full-time connection to the Internet. If you want to connect your office to the Internet, ask us about high speed data lines. If you're a typical small business and just want to check your e-mail or do some research a couple of times a day, then the service will be fine. What kinds of guarantees do you offer?We don't offer any guarantee of availability or suitability for a purpose. However, if you're not completely satisfied with the service, please contact our sales department. Please don't assume we know when you're having a problem with our service. Why am I getting busy signals?You should not get any busy signals. Please let our support department know if you do. Occasionally you may have trouble dialing in if all lines out of your town are busy. What connect speed should I expect?Elirion uses the same network providers as other major internet service providers such as MSN and AOL, so your connect speed is likely to be the same. Will I get a connect speed of 56k?The maximum connect speed allowed by the FCC in the USA is 53k. How do I tell what my connect speed is?On Windows, try clicking on the dial-up icon in the system tray. How can I increase my connect speed?Sometimes a better quality modem helps. Switching from a WinModem to an external modem often yields a small improvement in connect speed. Why don't I get a connect speed of more than 26k?You probably have a 56k modem on a phone line that's not 56k capable. There was a modem test line run by 3com you could use to verify your phone line is compatible with 56k modems. What should I do if my phone line is not 56k capable?You may get a minor connect speed increase by turning off 56k features in your modem. Your modem may then connect at up to 33.6k. You could complain to your phone company, but they're unlikely to be able to fix the problem. How do I turn off 56k in my modem?It varies from modem to modem and from operating system to operating system. If you have the manual that came with your modem, try looking in there. Do you have V.92 compatible modems?Not at this time. If you have a V.92 modem, it will act as a V.90 modem. What is V.92?It's a newer modem standard that's backward compatible with the more usual V.90 modem. It offers shorter dial-up connect time plus the ability to drop the connection if you have a call come in. Can I read my mail online?You can access our webmail service at http://www.elirion.net/webmail or https://store.elirion.net/webmail/ Some free services like Yahoo! let you read mail from another account. How do I set up my e-mail program?Click here for detailed instructions for: How do I use my extra e-mail addresses?Please e-mail us the user name and password you'd like to use. If the user name is still available, we'll set up the account for you. What is spam?Spam is unsolicited commercial e-mail (UCE) or unsolicited bulk e-mail, or unsolicited commercial/bulk newsgroup posting. Where can I learn more about spam?Spamcon has some good background information. The folks at UXN have a good introduction to spam analysis. I'm receiving spam! Stop it!We can't guarantee to stop all spam. Please forward the spam to the support team INCLUDING ALL THE HEADERS. We may be able to stop spam coming in via the same route in future. I received a spam saying it's legal to spam.It's probably a lie to discourage you from suing the spammer. It was illegal to send spam to an e-mail address in Connecticut, where we're based. It was illegal to spam in some other states too. Spammers liked to quote a proposed federal bill that was never passed into law. As of January 1st, 2004, the CAN-SPAM act makes it legal to spam in the USA if the spam is not deceptive and has a working opt-out system. Spamming is still prohibited by our acceptable usage policy. Someone can't send me mail!Sometimes people can't send legitimate mail because they're using mail servers that have been used by spammers. Please let the support team know. They'll try to help get those servers off the blacklist. Can't you let the mail through?We'd have to turn off our spam suppression system. Other customers would get more spam. Someone wouldn't accept my mail! I got a bounce saying something about spam!Some other ISPs use private blacklists or overly aggressive anti-spam services which can block legitimate mail. Please let the support team know. We'll try to persuade the other ISP to accept mail from you. How do I use the spam detection system?We're running some spam detection software on the mail server. It's part of the same mail scanning system that does virus detection. If the scanner thinks a message is spam, it adds several headers to the message, including an X-Elirion-MailScanner-SpamCheck header and an X-Elirion-MailScanner-SpamScore header. You can use your mail program's message filters to route spam to a separate folder. Don't automatically delete the messages as you'll have some false positives. (And some false negatives which won't get flagged as spam.) (You can add the X-Elirion-MailScanner-SpamScore header to those recognized by Netscape by pressing the Advanced button in the rule editing dialog.) The filter rule should be something like:
I got a message saying you'd blocked an e-mail containing an IFrame tag (or Object Codebase tag)IFrame and Object Codebase tags in HTML e-mails were used to exploit bugs in Microsoft e-mail programs, so we block them by default. You can avoid us blocking messages by requesting text versions of the e-mails from the senders. (The blocked e-mails are almost always newsletters from large companies, and the IFrame and Object Codebase tags are almost always used to insert advertising in the e-mail.) If you're sure you have downloaded all the patches for your Microsoft e-mail program from Windows Update, you can ask us to allow IFrame and Object Codebase tags for your e-mail account. Someone tried to e-mail me a program and you blocked it.We block programs as e-mail attachments to stop some types of viruses. Please ask the sender to put the program on a web page and send you a link, or try putting the program in a zip archive and send you the archive as an attachment. How does routing all spam to one folder help? I still have to delete it!Periodically scan through the folder for false positives (messages you really wanted that were flagged as spam). Move these to a different folder, then select all the remaining messages in the spam folder and delete them. Don't delete any messages you'll need if you're considering suing a spammer. I can't find how to filter on headers in Outlook Express!Some free e-mail programs cannot filter on headers. Please contact us if you use one of these programs. We can put a string in the subject of an e-mail if it's probably spam. Why shouldn't I have my e-mail program delete spam unread?There's no way for us to be sure an e-mail is spam. You should double-check before deleting the message. Do you scan mail messages for viruses?Yes, but you shouldn't depend on us to protect you from viruses as they can get into your computer through other routes, such as downloaded files, peer-to-peer networks, and floppy disks. What is ISDN?ISDN is a digital telephone service available from most local telephone companies. Normal telephone service is analog from the telephone exchange to your phone; ISDN is digital. Why is ISDN better than normal phone service?Although it costs more, ISDN gives you two "channels", each capable of carrying voice or data, over your phone line. Who sells ISDN in my area?Probably your local phone company, its resellers, and some competitors (CLECs). You can often find vendors with a simple web search (your state name + ISDN), or for a complete list visit your state's department of public utility control web site. (The DPUC or equivalent is responsible for licensing local phone service.) Does Elirion provide ISDN service?No, we provide an Internet connection for customers with ISDN phone service. Does Elirion provide hardware for ISDN customers?No. You can buy ISDN hardware from many online retailers. How much does ISDN cost?Ask your ISDN provider. ISDN is usually sold as a premium service for businesses, so expect it to cost about the same as two business phone lines. Warning: some ISDN vendors charge a per-minute rate for data calls; be sure to check the rates for both voice and data calls. What is the data rate for ISDN?ISDN gives you 64k bits per second on each channel, unlike voice dial-up which gives you a maximum of 53 kBPS, often less. ISDN is always 64 kBPS per channel. What is "dual-channel" operation?Normal ISDN service is BRI or 2B+D, and gives you two 64 kBPS channels that can be used for voice or data. An ISDN modem can use both channels at the same time, giving you a 128 kBPS Internet connection. What equipment do I need for ISDN?You'll need an ISDN router, or an ISDN modem, or a network termination unit (NTU). An NTU acts like an external modem. What's Data-Over-Voice (DOV)?Some telephone companies charge a per-minute rate for ISDN data calls, but nothing beyond toll charges for voice calls. Data-Over-Voice lets you make an ISDN voice call, but pack the channel with data. You get exactly 56 kBPS data rate. Your router/modem or NTU must support DOV. Check with your ISDN provider to see what rates apply to DOV calls. |
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