| Q. What is my DSL username? |
| A. Your username is an ID chosen by you when signing up for service. If you are switching from a current Crocker dial-up account, the username is the first part of your email address. Example: questions@crocker.com, the username is 'questions'. If you are still unsure of what your username might be, please feel free to call Technical Support. |
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| Q. What is my password? |
| A. When you signed up for Crocker Communications internet service, you chose a username and password to connect to the internet with. If you do not remember this information please give Technical Support a call. Customer passwords are encrypted for security purposes, so please have a new password in mind when you call. |
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| Q. Does it matter if my username and password is upper or lowercase? |
| A. When you choose your username and password at account creation, they are created in lowercase by default. If you prefer to have uppercase characters, please contact Technical Support to have it changed. You may also visit the 'My Account' section of the website if you prefer to make the change yourself. |
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| Q. Does Crocker require any specific equipment to use the DSL connection? |
| A. We do require you to use a DSL modem and a Router for the DSL connection. The Router adds the extra security of a firewall to keep intruders out of your computers, while giving you the ability to share your DSL connection with multiple machines. If you are still unsure about your choice, feel free to contact Technical Support for help. |
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| Q. Will the DSL interfere with my ability to make and receive calls while online? |
| A. No. DSL travels on a different frequency, so the signal will not interfere with your phone calls. For most people this will actually give them the opportunity to remove that second telephone line they had installed for their computer. |
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| Q. I do not see a connect icon when I turn on my PC, how do I use the DSL service? |
| A. When using a router to connect, the PPPoE session is stored inside the router. Once you turn on your computer you will already be online, just open your internet browser or email program and you are on your way. |
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| Q. When I try to go to a website I get page can not be displayed. |
A. First you want to reboot your DSL equipment:
- Turn the switch on the back of the modem to off.
- Unplug the router by pulling out the round black power cord in the back of the box.
- Wait about 5 seconds.
- Plug the router back in first.
- Turn the modem back on.
- Check the power, ready and link lights on the modem to make sure they are all on and steady. (after reboot ready might take a few seconds to go steady)
- Restart your computer.
- Open up a web broswer and try to bring up a website.
If you still are unable to bring up a website, and or the ready light is flashing please contact Technical Support. |
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| Q. Can I use my DSL account while I am away from my house or office? |
| A. No, the DSL signal is tied to your phone line. |
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| Q. Can multiple computers use the DSL service? |
| A. Yes, you are able to have multiple computers share the same connection by connecting them to the router. |
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| Q. If I decide I would like to upgrade my DSL speed, who do I contact? Is there a charge for changing my service? |
| A. Yes, you can change which speed of DSL service you have with us and at no additional cost. (Phone line must meet distance requirement to qualify for speed upgrade) Please give our Technical Support a call and let them know which account you would like to change to. |
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| Q. What information should I have when calling Technical Support that will help to find the source of the problem? |
A. Yes. A few things you might want to write down prior to calling Technical Support:
- Your username and password
- If your computer is a Mac or a PC
- The operating system you are using (Windows 98, 2000, ME, XP or OS 8, 9, X)
- How long the DSL connection has been down.
- If you have power cycled the equipment.
- The status lights on the DSL modem.
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