Support: Connectivity FAQs -- My Homebase

Q: How do I access ConnectSouth’s administrative site?

A. Go to http://admin.connectsouth.net Use the links to administer your accounts. You must have an administrative login and password to access these sites.

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Q: What is Digital Subscriber Line technology (DSL)?

A: Digital Subscriber Line delivers high-speed access for Internet and other data applications at up to 50 times faster than 28.8k dialup modems, utilizing existing twisted or untwisted copper phone wires.

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Q: What is meant by Asymmetric DSL vs. Symmetric DSL?

A: ADSL (Asymmetric DSL) transmits data faster downstream than it does upstream. This is appropriate for surfing the Internet, for example, where large amounts of data are transferred from the network to the user, and much less data is passed back to the network. ADSL usually has a downstream rate that is approximately 10 times faster than the upstream speed, whereas SDSL (Symmetric DSL) service delivers the same speed upstream and downstream.

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Q: What if my business doesn't qualify for SDSL?

A: Your business must be located within 18K feet of the local telephone company's central office in order to qualify for SDSL service. If your business is between 18K and 26K feet from the local telephone company's central office, you may qualify for IDSL (Integrated DSL). IDSL uses the older ISDN technology and runs it over a digital subscriber line, offering a higher access speed then dial-up and a less expensive option than an ISDN line.

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Q: What type of equipment do I need to support DSL services?

A: You will need a regular telephone line, a PC with Ethernet NIC (Network Interface Card) and a DSL-based modem/router.

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Q: Can multiple users at a business be supported by one DSL subscription?

A: Yes. ConnectSouth will supply one modem per DSL subscription. This modem typically supports up to four end users who connect directly into the modem. If you have more then four computers to be connected to the DSL line, you will need to connect your DSL modem to a mini-Ethernet hub, which will distribute the bandwidth over a LAN (local area network) and allow you to connect additional PCs.

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Q: What kind of learning curve should I expect?

A: None. DSL is easier to use than a dial-up modems. You have nothing to configure and no dialing in. We send our certified technician to your home or office to install the DSL modems and up to one NIC (Network Interface Card) in your PC, test the connection and make sure your PC is online. Our goal is to make the technology easy-to-use so you can focus on your core business.

[ Back to Index ] [ Back to Top ]

Q: How does DSL compare to cable modem service?

A: Because only one in seven businesses are wired for cable today, high-speed Internet access via cable modems is largely used by residential customers. Currently, cable modems service can deliver speeds up to 10mb downstream, depending upon the number of subscribers. However, cable-modems services are set up like an Ethernet LAN, with users throughout the neighborhood sharing bandwidth. This environment means that if all subscribers are transmitting data simultaneously, average bandwidth could drop to 20 kbps per user - less than what's available with today's V.34 modems. Connection speeds for DSL typically range from 384Kbps to 1.544Mbps downstream and 128Kbps upstream.

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Q: How long does installation take?

A: Installation will typically be complete within 45 calendar days from the time an order is placed.

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Q: Why do available speeds vary by location?

A: DSL is distance-sensitive. The farther you are from the central office, the lower the speed you can attain.

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Q: How does ConnectSouth DSL differ from other DSL products?

A: ConnectSouth is a rare company in the DSL market today. When you buy DSL from ConnectSouth, you are buying directly from a facilities-based company that owns, operates and manages every component of your DSL service. With this type of control, we can simply provide you more reliable service. Additionally, we provide complete Internet solutions to meet the needs of businesses in cities and towns overlooked by the national providers. Your business can get dependable, high-speed connectivity and easy-to-use tools that will help you take advantage of online opportunities. No middlemen, no third parties. And as your needs grow, so will the products and services we offer. Our future depends upon your growth.

[ Back to Index ] [ Back to Top ]

Q: What is a Network Interface Card (NIC) and why do I need to have one installed in every PC with Internet access?

A: The NIC is the gateway used to transmit and receive messages on the network. It is a small device that is installed in one of the available ports in the back of your PC, just as a dial-up modem card is installed. This device provides a means to convert the data on your PC to packets that can travel the Internet, or it converts packets from the Internet into data that your PC can interpret. Without a Network Interface Card, you can't connect your PC to a DSL service. ConnectSouth will provide one installed NIC per installed line.

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Q: What is the point of demarc and where is it located on my DSL line?

A: The Point of demarc is the physical location where the customer connects to the ConnectSouth network. This point is located where you plug your DSL modem into the jack that is installed by our certified technician. ConnectSouth is responsible for the delivery, management and maintenance of all service elements from the demarc point to our facilities and network.

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Q: What does "inside wiring" include?

A: "Inside wiring" means slightly different things to different DSL service providers. At ConnectSouth, it includes three separate cabling components. The first piece of cabling we install is used to bring your point of demarc into your office through a special wall jack where you want your DSL modems installed. From that special wall jack, our technician will supply the cabling to connect it to your DSL modem. ConnectSouth goes one step further to supply one cable to connect either one PC directly to the DSL modem for single PC users or to connect your hub to the DSL modem for customers with a LAN.

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Have you been through our support area and still have questions? Let us give you some personal attention. Call us at 1-877-665-7697, email us at customercare@connectsouth.com, or contact us online.

	CUSTOMER CARE CENTER Please use the FAQs below as a tool to obtain more information about our products, or as a troubleshooting guide. We are continuously updating our FAQ's as technology, and our products change.

		Connectivity FAQs

		Are there troubleshooting steps I can take before I call you? What is Digital Subscriber Line technology (DSL)? What is meant by Asymmetric DSL vs. Symmetric DSL? What if my business doesn't qualify for DSL? What type of equipment do I need to support DSL services? Can multiple users at a business be supported by one DSL subscription? What kind of learning curve should I expect? How does DSL compare to cable modem service? How long does installation take? Why do available speeds vary by location? How does ConnectSouth DSL differ from other DSL products? What is a Network Interface Card (NIC) and why do I need to have one installed in every PC with Internet access? What is the point of demarc and where is it located on my DSL line? What does "inside wiring" include? [ Back to Index ]

	*Q: How do I access ConnectSouth’s administrative site?* A. Go to http://admin.connectsouth.net Use the links to administer your accounts. You must have an administrative login and password to access these sites. [ Back to Index ] [ Back to Top ] *Q: What is Digital Subscriber Line technology (DSL)?* A: Digital Subscriber Line delivers high-speed access for Internet and other data applications at up to 50 times faster than 28.8k dialup modems, utilizing existing twisted or untwisted copper phone wires. [ Back to Index ] [ Back to Top ] *Q: What is meant by Asymmetric DSL vs. Symmetric DSL?* A: ADSL (Asymmetric DSL) transmits data faster downstream than it does upstream. This is appropriate for surfing the Internet, for example, where large amounts of data are transferred from the network to the user, and much less data is passed back to the network. ADSL usually has a downstream rate that is approximately 10 times faster than the upstream speed, whereas SDSL (Symmetric DSL) service delivers the same speed upstream and downstream. [ Back to Index ] [ Back to Top ] *Q: What if my business doesn't qualify for SDSL?* A: Your business must be located within 18K feet of the local telephone company's central office in order to qualify for SDSL service. If your business is between 18K and 26K feet from the local telephone company's central office, you may qualify for IDSL (Integrated DSL). IDSL uses the older ISDN technology and runs it over a digital subscriber line, offering a higher access speed then dial-up and a less expensive option than an ISDN line. [ Back to Index ] [ Back to Top ] *Q: What type of equipment do I need to support DSL services?* A: You will need a regular telephone line, a PC with Ethernet NIC (Network Interface Card) and a DSL-based modem/router. [ Back to Index ] [ Back to Top ] *Q: Can multiple users at a business be supported by one DSL subscription?* A: Yes. ConnectSouth will supply one modem per DSL subscription. This modem typically supports up to four end users who connect directly into the modem. If you have more then four computers to be connected to the DSL line, you will need to connect your DSL modem to a mini-Ethernet hub, which will distribute the bandwidth over a LAN (local area network) and allow you to connect additional PCs. [ Back to Index ] [ Back to Top ] *Q: What kind of learning curve should I expect?* A: None. DSL is easier to use than a dial-up modems. You have nothing to configure and no dialing in. We send our certified technician to your home or office to install the DSL modems and up to one NIC (Network Interface Card) in your PC, test the connection and make sure your PC is online. Our goal is to make the technology easy-to-use so you can focus on your core business. [ Back to Index ] [ Back to Top ] *Q: How does DSL compare to cable modem service?* A: Because only one in seven businesses are wired for cable today, high-speed Internet access via cable modems is largely used by residential customers. Currently, cable modems service can deliver speeds up to 10mb downstream, depending upon the number of subscribers. However, cable-modems services are set up like an Ethernet LAN, with users throughout the neighborhood sharing bandwidth. This environment means that if all subscribers are transmitting data simultaneously, average bandwidth could drop to 20 kbps per user - less than what's available with today's V.34 modems. Connection speeds for DSL typically range from 384Kbps to 1.544Mbps downstream and 128Kbps upstream. [ Back to Index ] [ Back to Top ] *Q: How long does installation take?* A: Installation will typically be complete within 45 calendar days from the time an order is placed. [ Back to Index ] [ Back to Top ] *Q: Why do available speeds vary by location?* A: DSL is distance-sensitive. The farther you are from the central office, the lower the speed you can attain. [ Back to Index ] [ Back to Top ] *Q: How does ConnectSouth DSL differ from other DSL products?* A: ConnectSouth is a rare company in the DSL market today. When you buy DSL from ConnectSouth, you are buying directly from a facilities-based company that owns, operates and manages every component of your DSL service. With this type of control, we can simply provide you more reliable service. Additionally, we provide complete Internet solutions to meet the needs of businesses in cities and towns overlooked by the national providers. Your business can get dependable, high-speed connectivity and easy-to-use tools that will help you take advantage of online opportunities. No middlemen, no third parties. And as your needs grow, so will the products and services we offer. Our future depends upon your growth. [ Back to Index ] [ Back to Top ] *Q: What is a Network Interface Card (NIC) and why do I need to have one installed in every PC with Internet access?* A: The NIC is the gateway used to transmit and receive messages on the network. It is a small device that is installed in one of the available ports in the back of your PC, just as a dial-up modem card is installed. This device provides a means to convert the data on your PC to packets that can travel the Internet, or it converts packets from the Internet into data that your PC can interpret. Without a Network Interface Card, you can't connect your PC to a DSL service. ConnectSouth will provide one installed NIC per installed line. [ Back to Index ] [ Back to Top ] *Q: What is the point of demarc and where is it located on my DSL line?* A: The Point of demarc is the physical location where the customer connects to the ConnectSouth network. This point is located where you plug your DSL modem into the jack that is installed by our certified technician. ConnectSouth is responsible for the delivery, management and maintenance of all service elements from the demarc point to our facilities and network. [ Back to Index ] [ Back to Top ] *Q: What does "inside wiring" include?* A: "Inside wiring" means slightly different things to different DSL service providers. At ConnectSouth, it includes three separate cabling components. The first piece of cabling we install is used to bring your point of demarc into your office through a special wall jack where you want your DSL modems installed. From that special wall jack, our technician will supply the cabling to connect it to your DSL modem. ConnectSouth goes one step further to supply one cable to connect either one PC directly to the DSL modem for single PC users or to connect your hub to the DSL modem for customers with a LAN. [ Back to Index ] [ Back to Top ] Have you been through our support area and still have questions? Let us give you some personal attention. Call us at 1-877-665-7697, email us at customercare@connectsouth.com, or contact us online.