Customer Support
Broadband Service Provider FAQs
Commonly Asked Questions Regarding DSL.net High Speed Internet Services
Who do I contact if I have a question about my DSL high speed internet order?
Pre-installation order questions can be directed to our Customer Support Team at 1-800-455-5546. They are available Monday-Friday, from 8am ET to 8pm ET to service your non-technical support needs.
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Who do I contact at the broadband service provider if I have a technical problem after the installation?
Our Technical Support Team can be reached at 1-800-455-5546.
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How long does it typically take to establish a DSL.net broadband connection?
It typically takes between 15 and 30 business days to establish service.
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Do I need to be present during the installation of the data line from the Local Telephone Company?
Yes, if you are not available the Local Telephone Company may not be able to complete delivery of the data line. If they are not able to complete the delivery of the data line — we will have to reschedule the installation.
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Where does the Local Telephone Company install the new data line?
The new data line will be installed at the Network Interface Device (NID) or Minimal Point of Entry (MPOE), which is typically located in a designated area of your building. All of your buildings telephone lines will run into this location.
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Will my phone service be interrupted when the Local Telephone Company installs the new data line?
No. We are ordering a completely separate line to your location. Your phone service will not be interrupted.
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Is there a chance that I will not be able to get the service that I ordered?
There is a small chance that service will not be able to be established. If the Local Telephone Company does not have enough facilities to support the new line. You would be informed of this problem as soon as DSL.net is notified.
If the Local Telephone Company's data line is greater than 18,000 feet in length or is served through fiber optic cable than it is likely DSL.net will need to offer you a service other than SDSL. You would be informed of this problem as soon as we are notified and alternative products will be discussed.
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Will DSL.net's broadband service provider field technician configure my Local Area Network during the equipment installation?
Often, our customers have a
local support person or contractor who can easily handle these LAN
activities and knows your local network.
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Will DSL.net install wiring should there be none available to connect the new data line to the location where the CPE is to be installed?
In the unlikely event that our technician is unable to find an available pair of wires to connect the new data line to the location where we are installing the CPE, new wiring will be required. Our technicians will install up to 50' of wiring provided the total time to install will not exceed 15 minutes. If the total time to install is estimated to exceed 15 minutes, if the total length of wiring exceeds 50' or other extraordinary situations exist, we will consider this extensive. In an extensive wiring situation we will either recommend that you find a vendor to do the work or we will provide you with a quote for us to complete the work. You will be informed immediately of this situation.
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When will I be provided with the IPs that I need to configure in my Local Area Network?
DSL.net will provide you with the IPs once we have received the Local Telephone Company's installation date. You will receive this information via e-mail or fax.
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I have contracted for e-mail with DSL.net and have a domain — what do I do?
DSL.net will coordinate the transfer of your domain from the current authoritative party to DSL.net. Your involvement in this is crucial especially if your domain is registered with a registrar other than Verisign/Network Solutions, Worldnic or Register.com. We are unable to begin providing you email until this is completed.
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I have contracted for e-mail with DSL.net and do not have a domain, will DSL.net provide one for me?
- DSL.net requires all customers that receive e-mail to register for a domain of their own. We do not provide customers the use of "@dsl.net".
- Because businesses and individuals register domains daily, you should visit the site www.betterwhois.com to determine if the domain that you wish to have is available. (For an example, please click here.)
- Step one, enter into the field the domain of your choosing.
- Step two, hit Search.
- Step three, wait for the response.
- If the response states that the domain is currently available, you need to provide that information to DSL.net immediately. You can do this by calling our Customer Support Center at 1-800-455-5546.
- There are times when you must select multiple domains before coming upon one that is available.
How do I configure the TCP/IP settings in my computers?
Please refer to the following link for TCP/IP configuration information: www.dsl.net/support/tcpip.
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How do I select a local telephone number for my dial up account?
Please refer to the following link for local dial up numbers: www.dsl.net/support/localaccess.
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How do I configure my computer for email?
To view step-by-step instructions for configuring many popular e-mail software packages, click here.
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When will I receive my first invoice from DSL.net?
- DSL.net will invoice you within 30 days of your installation. You will be mailed an invoice to the address that you have specified to us for billing.
- If you are paying by credit card you will still receive a paper invoice from DSL.net. Please know that within three business days of the date of your invoice, DSL.net will process the appropriate charges to your credit card.
- Payment is due upon receipt of the invoice.
- We offer and prefer electronic invoicing and payment.
- If you are paying multiple invoices with one check — please indicate on your check how we should disperse the payment.
- Your initial invoice will include all one-time charges for the installation and for the set-up of any enhanced products (Web Hosting/Security/Dial-up, etc). Additionally, your initial invoice will include the monthly recurring charges from the date of installation through the end of the next billing cycle (we charge for all services one month in advance).
- Questions about your invoice can be directed to billinghelp@dsl.net or by calling our customer support team at 1-800-455-5546.
I am tax exempt, how do I provide my exemption information to DSL.net?
- If your broadband service has not yet been activated for DSL high speed internet, please forward a copy of your exemption certificate to the attention of the representative that is working your installation. Each representative has their own unique fax number and can provide that information to you.
- If you have already begun receiving your invoices and you have not provided your exemption certificate to DSL.net, please fax the exemption, attention Customer Support Supervisor, to 1-203-624-3612. We will process the exemption within 10 business days of receipt and will generate a credit to your account for taxes that have been billed.
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