Weather Local News Search Globe Webmail Change Password Current Promotions
Internet Express
Technology To Move You @ The Speed You Need.
Destinations  
About Us
Contact Us
Services
Support
 " Spam & Virus Filter
 " Spam FAQ
 " Billing Questions
 " Account Modification
 " Change Password
 " Dial-up Setup
 " Nationwide Numbers
 " E-mail Setup
 " SMTP Authentication
 " Website Help
 " Virtual Host FAQ
 " FormMail Script
 " DSL Support
 " DSL FAQ
 " Port Forward (GNet)
 " Port Forward (Cayman)
 " Tech Support Form
Sales
DSL
Co-Location
Dedicated Servers
Web Site Promotion
Businesses
Mailing List
AUP
My Account
Webmail
Message Center
Account Modification
Home
Frequently Asked Questions About DSL Services

General Questions about DSL:
· What is DSL?
· How does DSL work?
· Can I use an existing phone line for DSL?
· Can I use my DSL line for my fax machine?
· Can I get DSL?
· Are there any limitations on this service?
· What kinds of DSL services does Internet Express offer?
· How does DSL compare to cable internet access?
· Are there computer system requirements to use DSL?
· How long does installation take?

Questions about G.Lite DSL:
· What are the benefits of G.Lite?
· Are there any limitations for G.Lite service?
· Can I use multiple computers on a single G.Lite connection?
· What are the computer system requirements for G.Lite?
· Does G.Lite require any special equipment I have to purchase?
· Can I buy my own equipment from a third-party vendor and install it myself?
· What is the difference between connection speed and download speed?
· Do my G.Lite line and equipment need special protection?
· Is it normal to hear additional noise or static on my phone line when my G.Lite connection is active?
· I'm having problems with my G.Lite connection. What kind of support is available?
· I purchased a new computer and need my G.Lite equipment reinstalled. Will Internet Express reinstall it for me?
· What happens if I move to a new address?
· Once I have signed up for service, how long does installation take?
· I currently have a telephony network running over my home telephone wiring. Will this interfere with G.Lite service?
· Is there a dial-up account included with my G.Lite service?
· Do I get a static IP address?
· I have heard that an always-on connection poses a higher security risk. Should I install a firewall or firewall software?
· What if I want to change my connection speed? Will I have to sign a new contract? Are there any other fees involved?
· What will it cost me if I want to terminate my contract early?
· If Internet Express installs a network card inside my computer, will it void my manufacturer's warranty?
· I'm trying to play an online game or use a particular instant messenger. Why won't it work?


General Questions about DSL:

· What is DSL?
DSL (Digital Subscriber Line) is a technology that uses digital encoding over standard copper telephone lines to provide a connection that is much faster than dial-up access, is always connected, and eliminates the need to dial a phone number to connect.

· How does DSL work?
DSL technology takes advantage of the bandwidth and data transmission capacity of the copper wires that are already connected to most homes and businesses. DSL does this by using higher frequencies for data transfer than those used for a normal voice telephone call. However, this technology is limited by your distance to the telephone company's Central Office from which your line is run.

· Can I use an existing phone line for DSL?
Currently, Internet Express is only able to do line-sharing on G.Lite DSL lines in Illinois. In some cases, the existing line to your home or business may not be capable of carrying a line-shared service. If this is true, there will be an additional $7 per month charge for running a new line for a residential G.Lite circuit. Businesses that are unable to do line-sharing will need to look into our business-grade SDSL/IDSL services.

· Can I use my DSL line for my fax machine?
Only if your fax line qualifies for line-shared G.Lite DSL. With non-line shared G.Lite, SDSL, or IDSL, the line is dedicated only to the DSL connection - the line will have neither a dial tone nor a phone number.

· Can I get DSL?
To find out if you can get DSL and if so what kind, you must either submit a pre-qualification online or call our office at 309-736-8000 or 888-620-7873 and speak to a member of our customer support staff.

· Are there any limitations on this service?
All customers are subject to our Acceptable Use Policy.
DSL is limited by the distance from your location to the telephone company's Central Office your service is being routed from. The greater your distance from the Central Office, the lower the maximum speed we will be able to offer you. Past a certain point (which is different with each different kind of DSL), we won't be able to provide you with DSL service at all. Specific limitations of G.Lite service can be found here.

· What kinds of DSL service does Internet Express offer?

  • Residential services:
    • G.Lite and IDSL in Moline, Rock Island, East Moline, Milan, Colona, Green Rock, Silvis, Peoria, Galena, Davenport, Bettendorf and Dubuque.
    • ADSL through Qwest in Davenport, Bettendorf, Blue Grass and Muscatine.
  • Business services:
    • Small Business G.Lite in Moline, Rock Island, East Moline, Milan, Colona, Green Rock, Silvis, Peoria, Galena, Davenport, Bettendorf and Dubuque.
    • Small Business ADSL through Qwest in Davenport, Bettendorf, Blue Grass and Muscatine.
    • Business-Grade SDSL/IDSL in Moline, Rock Island, East Moline, Milan, Davenport, Bettendorf and Dubuque.

· How does DSL compare to cable internet access?
With a cable internet connection, there is a single line run into your area on which every cable internet subscriber in your area shares the bandwidth. If there are very few other people online generating traffic across that line, your connection may be faster, and if there are a lot of other people online your connection may be slower. With a DSL connection, a line is run directly to your location so you are the only one using the bandwidth allocated to that line. You will get much more consistent speeds and more reliable connections.

· Are there computer system requirements to use DSL?
A network interface card (ethernet card) is needed. Windows 98 or greater/Mac OS 8.5 or greater is preferred.

· How long does installation take?
Generally, once we get a signed contract back from you the installation process takes two to three weeks before your new DSL line is completely installed and ready for use. Sometimes we encounter special circumstances where additional work may be needed on the line before it will be ready for use, which would increase this time frame. In some very rare cases, there may not be any lines available in your area over which we can run the service, which would prevent us from providing service to you altogether.


Questions about G.Lite DSL:

· What are the benefits of G.Lite?
G.Lite DSL allows you to be on the phone while you are online, since it does not require you to dial up using your conventional phone line. G.Lite is also an always-on connection, which means you don't have to wait long periods of time to connect like with a dial-up connection.

G.Lite offers some advantages over a cable internet connection. You are not on a shared network with G.Lite, offering more security as well as a more reliable connection. With cable, everyone in your area shares the same speed and your connection will vary based on how many other people are online and how much traffic they are generating. G.Lite service involves a line that is run directly to your home. You are the only person who can use the bandwidth you are paying for, so you will get much more consistent and reliable connection speeds to the internet.

· Are there any limitations for G.Lite service?
All customers are subject to our Acceptable Use Policy.
G.Lite can only run over copper lines and can only reach a certain distance from the telephone central office the service is routed from. The farther you are away from the central office, the slower the speed we can provide you with. Line-shared service (currently only available in Illinois) is only available if you have certain types of service on your existing phone lines. To see if you qualify for line-shared service, submit a prequalification online or call our office at 309-736-8000 (toll-free: 888-620-7873).

· Can I use multiple computers on a single G.Lite connection?
Yes. We offer a 4-port ethernet device that will allow multiple computers to be connected simultaneously.

· What are the computer system requirements for G.Lite?
You must have Windows 98 or greater/Mac OS 8.5 or greater and a network interface card (ethernet card) installed in your computer.

· Does G.Lite require any special equipment I have to purchase?
Yes. You will need a DSL modem or router. We are currently offering a promotion that significantly discounts the cost of this equipment with a 12-month contract.

· Can I buy my own equipment from a third-party vendor and install it myself?
Yes, but we cannot guarantee the equipment will work with our service, nor can we offer any kind of technical support for the equipment. The equipment we provide has been thoroughly tested to guarantee it will work with our connection.

· What is the difference between connection speed and download speed?
Connection speed (most often noted in kilobits per second) is the speed at which you connect to your ISP. This is the maximum amount of information that can be transmitted over your line at any given time. Download speed (most often noted in kilobytes per second) is the speed at which information is actually transferring to your computer from another computer. Download speed is very unpredictable - it can be affected by things like lots of traffic on the remote computer, network congestion on a remote network, or downloading multiple files on your own computer, to name a few.

· Do my G.Lite line and equipment need special protection?
Using a surge-protected power outlet to plug your equipment into is a good idea.

You should protect your DSL line like you would a regular phone line, as it is vulnerable to all the same things as a regular phone line is. However, you should be careful when selecting your phone line surge protector. Some are designed to filter out noise on the line and can affect your DSL service.

· Is it normal to hear additional noise or static on my phone line when my G.Lite connection is active?
This will only be a concern of customers who have a line-shared G.Lite service. In most cases you will not notice any static or noise on the line, but you may hear some very light static (sounds like a slight hiss) when the connection is active. The filters that are supplied with the G.Lite equipment are designed to filter out any additional noise or static that may be caused by the DSL signal.

· I'm having problems with my G.Lite connection. What kind of support is available?
Call our office at 309-736-8000 or toll-free at 888-620-7873 for customer support. Our office hours are Monday - Thursday 8:00AM - 7:00PM, Friday 8:00AM - 6:00PM, Saturday 9:00AM-3:00PM (Summer hours: Saturday 9:00AM - 12:00PM).

· I purchased a new computer and need my G.Lite equipment reinstalled. Will Internet Express reinstall it for me?
In most cases, there is not any software or equipment to reinstall. The G.Lite equipment manages the connection all on its own. Your computer would just need a network interface card (ethernet card) installed and should be configured to automatically accept an IP address (this is the most common pre-set configuration on new computers - click here for instructions on configuring this on your computer). If those settings are properly configured, the computer will just need to be connected to the G.Lite equipment and it should work without any additional software installation.
If Internet Express needs to do any additional on-site work to configure your computer, it is billable at $60 per hour for residential customers.

· What happens if I move to a new address?
While in a contract, to move G.Lite service to a new location there is a $250 moving fee and a new contract must be signed for service at the new location.

· Once I have signed up for service, how long does installation take?
Generally, once we get a signed contract back from you the installation process takes two to three weeks before your new DSL line is completely installed and ready for use. Sometimes we encounter special circumstances where additional work may be needed on the line before it will be ready for use, which would increase this time frame. In some very rare cases, there may not be any lines available in your area over which we can run the service, which would prevent us from providing service to you altogether.

· I currently have a telephony network running over my home telephone wiring. Will this interfere with G.Lite service?
Running a telephony network on your home phone lines will prevent us from doing line sharing (currently only available in Illinois) on the DSL line.

· Is there a dial-up account included with my G.Lite service?
Yes. There is a free limited dial-up account with 5 hours of online time per month included with this service. To set up this account, you will need to send an email to or fill out our online account modification form and specify a username and password for this account to set it up. Please note: passwords must be at least 6 characters in length.

· Do I get a static IP address?
A static IP address is not included with regular G.Lite service but one static IP can be purchased at an additional $10 per month. We can only add one static IP address to G.Lite lines.

· I have heard that an always-on connection poses a higher security risk. Should I install a firewall or firewall software?
Because of the increased security risk of an always-on connection, there is a NAT firewall enabled on all GNet routers we provide.

· What if I want to change my connection speed? Will I have to sign a new contract? Are there any other fees involved?

  • Upgrading your speed:
    You must be eligible for a higher speed in order to upgrade your speed. If you're not sure if you are eligible, call our office at 309-736-8000 or 888-620-7873. There is no additional fee for upgrading your speed and you will need to sign an addendum to your contract detailing the terms of the speed upgrade.
  • Downgrading your speed:
    There is a one-time $100 fee for downgrading your speed and you will need to sign an addendum to your contract detailing the terms of the speed downgrade.

· What will it cost me if I want to terminate my contract early?
Should you terminate your contract early, you will be responsible for 60% of the remainder of the monthly recurring costs through the end of the current contract you have with us.

· If Internet Express installs a network card inside my computer, will it void my manufacturer's warranty?
This varies by manufacturer. We reccommend you contact your computer's manufacturer or warranty provider for details on whether installing additional cards in your computer will void your computer's warranty.

· I'm trying to play an online game or use a particular instant messenger. Why won't it work?
An always-on internet connection introduces a higher security concern. Because of this, all GNet routers we provide come with a NAT firewall enabled. The game or program you're trying to use may be attempting to send traffic through ports that are not automatically allowed through the NAT firewall in your router. You may need to open these ports to pass traffic through to your computer. To open the correct ports in your router to make these games or programs work, you'll need to find out from the program or game manufacturer what the ports are that should be opened, then take a look at our tutorials on port forwarding for GNet routers and Netopia Cayman routers.

***Please note: the more ports you open in your router, the higher security risk you introduce.

 

© Copyright 1998 - 2003 Internet Express Inc.
524 15th Street, Moline, IL 61265 USA
Phone: 309-736-8000 or 888-620-7873 " Fax: 309-736-8048

Hours: Mon - Thu 8:00 AM - 7:00 PM   Fri 8:00 AM - 6:00 PM
Sat 9:00 AM - 3:00 PM (Summer hours: Sat 9:00 AM - 12:00 PM)