Frequently Asked Questions > Internet Service

Setting Up DSL

Why am I having trouble getting online?

There are three possible reasons you cannot connect: Modem issues, physical link issues, and end user device issues. Here we will help you troubleshoot possible modem or physical link issues.

1. Turn off the modem. Wait 15 seconds and turn it back on and wait a minute for the system to fully restore before trying to get online again. If this does not help, or you find you need to do this on a regular basis, continue reading or call our office for assistance. DO NOT INSERT OBJECTS INTO THE RESET PINHOLE.
2. Check the lights and cords on the modem. Click the photo of your modem for details.
   
   
   
3. Make sure your modem has adequate ventilation. Do not stack materials on your modem or place it on top of your computer where it may overheat. If you believe your modem may have overheated, give it adequate ventilation where it won’t get hot, wait 5 minutes and try again.
4. Run several speed tests. After running 5 to 10 speed tests you should have gotten consistent results comparable to the speed you are paying for. If you did not get consistent results, there is likely a physical link issue; please call our office for assistance. The speed test also stores a history of all tests performed so the technicians can review them if you don't recall the results.

Still not working? Please call our office for assistance.

I am having trouble getting online with my wireless device?

With so many wireless devices available, it is difficult for us to troubleshoot them all online. But, here are a few things to consider when a wireless device is having trouble connecting to the internet.

• If you have more than one wireless device, can the other devices access the internet?
• If you have another device hard-wired to the modem, can it get online?
• If you are able to plug the troubled device into the modem, does it get online once hard-wired?

If the answer to any of these questions is yes, it is likely an issue with your particular device. One of the most common reasons we see is that the wi-fi has been disabled on the device. On laptops, almost all newer models have buttons or toggles that allow you to quickly disable your wireless signal, sometimes call “airplane mode”. If you know where this is at, try pushing this button/toggle to reactivate the wireless connectivity. In other devices such as tablets, gaming systems and smart phones, you may need to go into the settings to see if wireless is activated.

While we may not be able to help with every device, we encourage you to call our office for assistance. You can also contact technical support for your particular device directly; many have online forums and FAQs that help with the most common problems.

I am trying to hook up a wireless device, and I don’t know my password.

Your password is written on the copy of your contract you received when your Internet was first installed. Router passwords are kept on file at our office, so if you cannot locate your contract, please call us during business hours for assistance.

I don’t want to be tied to one room. Can I create a wireless network here?

Yes. DSL service with Haviland Telephone provides you with a wireless router that connects directly to the DSL connection. You can connect to this router directly using an ethernet cable or wirelessly. Your technician will assist you with this at installation. If you have additional questions after install, please call our office for assistance.

I already have my own high-speed modem: can I use it?

You’re free to use your own modem assuming that it’s compatible with our systems.

What special equipment do I need for DSL?

You don't need any special equipment or software to get the DSL. The external DSL modem is supplied by us. You will, however, need to have an Ethernet adapter in your computer. Check the manufacturer's specifications to see whether or not your computer came with one. If not, you will need to have one installed. Our technician can add an Ethernet adapter to your Windows PC running Windows XP operating system or newer.

What do I need to connect a Macintosh to DSL?

If your Mac is an older PowerPC (not a G3 or newer) you will need to make sure you have an Ethernet adapter installed. If your computer is a G3, G4 or G5 you should have an Ethernet adapter already built into the computer. There is no special software required for any Mac OS newer than 8.5.

Can I connect more than one computer to the DSL?

Yes. DSL service with Haviland Telephone provides you with a wireless router that connects directly to the DSL connection. You can connect to this router using (certain type of cable) or wirelessly. Your technician will assist you with this at installation. If you have additional questions after install, please call our office for assistance.

What is the charge to move my DSL to a different house or office?

Unlike your phone service, DSL requires quite a bit of additional work in order to move from one place to another. In a nutshell, moving DSL is exactly like doing a brand new installation. If you wanted to, you could simply sign a new service agreement, and we can waive this fee. If you do not want to renew your service agreement, we have to charge you the installation fee, which is $25 if you also have telephone service, or $292 if you do not also have telephone service.

Using the internet

Why can I load some Web pages but not others?

Typically, this means that the server hosting the Web page you’re trying to access may be “down” or that the Web page has moved. Verify that you have the correct URL . Alternately, the Web page you’re trying to access is too busy. Try waiting a few minutes and then reload the Web page.

Why am I experiencing very slow connection and download speeds?

A lot of factors can contribute to slow download speeds such as computer processor speed, operating system, memory, number of programs running in the background, open applications, updates downloading, number of computers on the same modem, and activity at the website or server you are accessing.

If you regularly experience “slow internet” when you first start your computer, automated updates running in the background are often the culprit. Typically updates are scheduled to run when the computer is turned off. The updates will attempt to download as soon as the computer is turned on and internet connection is established. Microsoft, virus software, Adobe, RealPlayer, etc. might all try to download updates at the same time, causing a temporary slow-down.

If you are concerned that your DSL modem is not functioning properly, you can use this speed test as one way to check. Keep in mind that all download speeds are speeds under ideal conditions, just like the MPG estimates that car manufactures post. The following estimates should help you gauge modem performance:

Service	Approximate Download Test Speed	Approximate Upload Test Speed
768k Basic DSL	660 kbps	210 kbps
6 Meg Standard DSL	6,000 kbps	1,000 kbps
12 Meg Premium DSL	12,000 kbps	1,000 kbps
12 Meg Expanded DSL	12,000 kbps	2,000 kbps
18 Meg Premium Plus DSL	18,000 kbps	1,000 kbps

If your connection speed registers consistently less than the speeds posted, take the following steps:

1. Wait a few minutes.
2. If your connection speed does not improve after waiting a few minutes, try restarting your computer and/or DSL modem to see if the problem is occurring in your system.
3. If the problem continues, please contact Technical Support.

Which download speed is right for me?

Ideally, you can download files about twice as fast with the 12 Mbps service than you can the 6 Mbps service; an 18Mbps connection is three times faster. Not everyone needs the same performance so Haviland Telephone offers several packages from 18mbps download speeds to a budget priced 768kbps service. The 6Mbps connection should be adequate for homes where there are only a few devices using the internet at any given time. Activities such as online gaming and streaming videos (from services such as Netflix) use more bandwidth causing files to take longer to load; if you have multiple devices that will be streaming this type of content simultaneously on a regular basis, you may want to consider a faster speed. If you are still uncertain, our customer service representatives will be happy to help you determine what service best serves your needs.

How can I keep my kids safe on the Internet?

First, and foremost, educate them about the dangers of using the web without supervision. Education is the most powerful security you can provide your children. Next, buy some parental control software like NetNanny or Cybersitter. One of these programs will allow you to control the content your kids’ access.

Using havilandtelco.com email

How do I set up my email account within my preferred email system (Outlook, Thunderbird, Apple Mail, etc.)?

Click on the following program you use:
Outlook Express
Outlook
Entourage
Apple Mail
Opera
Thunderbird
Eudora

How many email addresses do I get with my high-speed Internet service?

6 meg and 12 meg DSL customers each receive five email addresses with their account. 768k customers receive one. If you need more, you can obtain additional email addresses through us or use a web-based email server e.g., Hotmail.

Is there a size limit to the attachments I can send via email?

When using your havilandtelco email account, our servers will allow you to send a file, or group of files, in a single email that collectively add up to a maximum of 50MB. When sending large attachments (above 15MB) it is a good idea to ensure the recipient is capable of similar email system capacity. As a practical matter, emails should be limited in size to 15MB or smaller. Sending several smaller emails when possible will help ensure delivery.

I can connect to the internet, and browse, but I can't get my email!

Have you set up your email on your computer? If you have set it up, and it has been working up until now, you should be getting an error message. Write down the message, and give us a call.

What can I do about all this Spam?

Haviland Telephone provides two layers of spam prevention in front of our email server. Unfortunately, spammers change tactics as often as possible to avoid detection and it is a game of cat and mouse. The spam detection rules are automatically updated on a regular basis in both filters to catch as much spam as possible while minimizing “false positives”, or good email being trapped.

Why doesn't Haviland Telephone actively filter email?

The answer is we do. We filter the mail coming into your havilandtelco.com email account for most known viruses, and do a lot of junk mail filtering on the server side. Unfortunately, this is not enough to catch everything you can get from your email. That's why virus protection and a spam filter on your computer is such a good idea.

General computer health

Why does my computer keep asking me for my username and password?

Sometimes Windows will corrupt the username and password. The first thing to try is to make sure you're entering the correct username. Also, make sure your capslock key is not on, and that you don't have any extra numbers, spaces or punctuation. If you've tried all that, call our customer support.

Why should I use virus protection software?

There are a lot of people out there whose sole purpose in life is to make other people miserable. Viruses are a perfect example of this. Windows is the most common PC operating system, and is particularly vulnerable to viruses. In fact, you should not use a windows computer on the internet without updated virus protection. Macintoshes are a little less susceptible to viruses, but Mac users should also run updated virus protection. The thing to remember is that some viruses can destroy your computer. If you compare $30-$40 for virus software, to say $200 or more to repair a dead computer, it really makes sense to get the software.

Why is it important to do my updates?

It's as important to keep your software up to date as it is to change the oil in your car. The two most important things you can do to maintain your computer's health is periodically run your Windows Update, and keep your virus protection software up to date.

Why doesn't Haviland Telephone actively filter my internet access?

We don't provide filters for your internet access because filtering can limit you as much or more than it protects you. We feel that our customers are the best judges of what they want to use their internet connections for, and we want to make sure you have as much freedom of choice as possible. While we do filter your havilandtelco.com e-mail for most known viruses, and filter junk mail on the server side, this is not enough to catch everything you can get from your email. That's why virus protection and a spam filter on your computer is such a good idea.

What is adware and spyware, and how do I get rid of it?

Adware and spyware is software that is downloaded via the internet or email. Sometimes you will click 'yes' on something you haven't read carefully, and that will load the software. Or you may have opened a spam email that had the software attached to it. A lot of adware and spyware works like a virus, getting onto your computer without your specific permission or knowledge. Adware specializes mostly in introducing pop-ups and other internet-based advertising. Spyware specializes in logging keystrokes, and keeping track of where you go on the internet. Both types of software can and do send your information to the company or individual that originated it. The best way to remove this kind of software is to run a program that searches for and removes adware and spyware.

What is a firewall? Do I need one?

A firewall is software and/or hardware that is designed to keep hackers from getting onto your system and causing problems or stealing data. You probably want to be running some kind of firewall, because your faster connection makes you a more attractive target. Haviland Telephone's DSL modems provide firewall protection, but it is recommended that you also enable the firewall that comes standard with Windows operating systems and most anti-virus software packages.

Why should I use a surge protector or battery backup?

A good surge protector might cost you $40. A very basic battery backup will cost you anywhere from $60-$100. That might seem like a lot of money but consider this: A DSL modem can cost as much as $75. A new monitor will cost you somewhere around $200 at the very least, and you probably wouldn't be able to replace your computer for less that $500-$1000. All of these things can be damaged or destroyed by power surges. That's why you should have a surge protector, or battery backup.