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Q:
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Why can I get DSL now?
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A:
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SpeedTrail is in the process of upgrading your neighborhood telephone equipment that has prevented you from getting DSL in the past. DSL is only available through SpeedTrail and not from Qwest or any other ISP. They will continue to tell you that your location is not serviceable. It is a Neighborhood based upgrade, not a Central Office upgrade.
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Q:
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What is ADSL?
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A:
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Asymmetric Digital Subscriber Line. Asymmetric means that the service gets faster download speeds than upload speeds. All of SpeedTrail's services are provided via ADSL technology.
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Q:
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Why should I get SpeedTrail Access services?
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A:
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SpeedTrail DSL services provide you with an always-on, high-speed connection so you can access the Internet and send email faster and more efficiently than with a dial-up connection. Because the service is always-on, you never have to dial-up again, so no waiting for busy signals or lost connections. And, SpeedTrail's services are up to 50 times faster than traditional dial-up service.
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Q:
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What does always-on mean?
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Always-on means that you have a dedicated connection from your home to the Internet. With SpeedTrail DSL services, you never have to dial in to get access to the Internet. This means no more waiting for a successful connection, and no more busy signals.
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Q:
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How fast are SpeedTrail's services?
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SpeedTrail provides services to meet the needs of all customers. You can get speeds that range from 10 times up to 50 times faster than traditional dial-up service.
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Q:
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Does SpeedTrail guarantee the speeds for services?
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A:
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There are a number of variables that prevent SpeedTrail from "Guaranteeing" service speeds. Connections speeds can vary due to distance from the telephone company's remote terminal, condition of your telephone line and inside wiring, performance of web sites
visited and various other technical factors that are used to provide you with voice service.
However SpeedTrail can assure you that the neighborhood you are in is serviced as a singular unit to the Internet. This means that the things SpeedTrail can control, like user aggregation to our internet uplink capacity, is optimized to ensure that the most consistent and reliable performance can be maintained.
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Q:
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What does line sharing mean?
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SpeedTrail provides all High Speed Internet Access services via line sharing. Line sharing means that SpeedTrail uses your existing telephone line to provide DSL service to you. There is generally no need for a second telephone line which means it is not necessary for a technician to visit your home. Line sharing allows you to talk on the phone and surf the Internet at the same time. The voice signal and DSL signal share the line seamlessly.
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Q:
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Should I be aware of any special implications of line sharing?
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Yes. You must have local telephone service that is provided by Qwest.
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Q:
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How many computers can I connect to my SpeedTrail connection?
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A:
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You can connect multiple computers to a single SpeedTrail service. SpeedTrail will provide up to five simultaneous private DHCP IP address per connection.
If you have purchased a service with static IP addresses, then you can have as many computers as static IP addresses.
If you require more connections, you will need to purchase a router to issue your own private IP addresses.
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Q:
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Can I connect multiple computers to the same DSL connection?
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A:
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Yes. All SpeedTrail High Speed Internet access services can connect up to four computers using the same connection. If you purchase a router or optional static IP addresses you can connect more computers to a single connection.
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Q:
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Can I have a technician come and install my modem and NIC card?
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A:
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Yes. SpeedTrail offers on site installation. One of our technicians can complete the install on your behalf. You must provide the NIC if one is required. This is an optional service that has an additional cost. Home installations can be scheduled through customer service.
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Q:
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Can I use my own modem or router for SpeedTrail service?
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No. You must use the ADSL Modem in the Self-Installation kit provided by SpeedTrail.
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Q:
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Can I easily upgrade my service?
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Absolutely. You can email sales and they will upgrade the service speed within a few hours. Your contract term will restart when a service is upgraded.
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Q:
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I’m moving, how do I transfer my service?
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A:
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A move is considered a new installation. If your new phone number is verified as serviceable, SpeedTrail will move your service for no fee. No early termination fee will be charged. Your contract term will renew for a 1 year term from date of move. Please see the Terms of Service agreement for more details.
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Q:
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Do I have to have a 1 year term contract to get DSL service from SpeedTrail?
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A:
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Maybe. You have to option of selecting a 1 Year Contract Term or No Contract Term service. You make this choice when you sign-up for the service.
Contract Term service requires a 12 month contract for SpeedTrail High Speed Internet services. If you disconnect your service before completing your 12 month term, you will be charged an early termination fee.
No Contract Term service charges a $10 per month No Contract Service Premium and waives the early termination fee. All the other terms of the Terms of Service agreement apply.
Please see the Terms of Service agreement for more details.
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Q:
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How do I switch my current provider to SpeedTrail?
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SpeedTrail has compiled a list of ISP contact numbers for you to reference.
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Q:
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Do I need any more hardware to connect multiple computers?
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Yes. Your Self Installation Kit will have an ADSL modem with a single Ethernet port and Ethernet cable to support a single computer. You can connect multiple computers to a single connection by purchasing an additional piece of equipment called a Hub or a Router. You will need additional Ethernet cables for each of the computers.
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Q:
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What is the difference between DHCP IP address and Public IP address?
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A SpeedTrail private DHCP IP address is a private IP address issued by our servers to connect you the internet. You are hidden behind our servers as you connect to the internet. The IP address issued you is not permanent and can be reissued to you every time you restart your modem.
Static IP addresses are issued to you on a permanent basis for the duration of your service contract. These IP address are visible from the public internet. This enables you to run internet services and allows public/private access to your web application or services. Additionally, some high security services like corporate VPN will require static IP addresses to allow IPSec Pass Through.
Please check with your network administrator regarding VPN access.
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Q:
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Can I run a Wireless Access Point off my SpeedTrail connection?
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A:
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Yes, SpeedTrail does not limit how you connect to and use the SpeedTrail Access service. However you are not authorized to resell SpeedTrail services. See the Terms of Service agreement for more details. You are responsible for the security for your computer and Wireless Access Point.
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Q:
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Why DSL and not wireless, satellite or cable?
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A:
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Speedtrail is focused on bringing high speed internet access to areas that cannot get cable or other DSL service providers. Satellite and wireless by their nature are prone to the elements and are often not as reliable as a hard wired infrastructure. Also many wireless solutions have speed limitations due to their data compression requirements.
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Q:
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Do I get email services with SpeedTrail?
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Speedtrail is a High Speed Internet Access provider first. Optional ISP services are also available. ie: You can get email services from Speedtrail or you can choose to keep your existing ISP email (AOL, Earthlink, MSN, etc) or you can go with no ISP service and just use SpeedTrail to get connected to the free email providers like Hotmail, Yahoo or Excite.
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Q:
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Can I use VPN to connect to my office network?
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Yes, Speedtrail fully supports VPN access. Please check with your company’s network security person to confirm your configuration and set up.
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Q:
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When will I get service?
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SpeedTrail has to work through Qwest to complete the provisioning of services in your neighborhood - this can be up to 8 weeks for new neighborhoods.
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Q:
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Am I still obligated to the contract if SpeedTrail can not deliver service in my area?
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No. SpeedTrail is committed to delivering the service in your community. If we encounter technical or market barriers that will not allow us from providing the service, you will be notified of the delay and given the opportunity to either cancel the service at no charge to you or stay registered until the service can be delivered.
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Q:
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Will I be able to access MSN, Earthlink and AOL ISP account services like POP email?
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A:
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Yes. All these services allow for users to access their services from third party networks like SpeedTrail.
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Q:
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Will I need to install any new Speedtrail software - will it interfere with my PC?
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No. Speedtrail does not require you to load any software to get the service.
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Q:
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Where can I find setup instructions for the SpeedTrail Self Installation Kit?
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A:
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The Self installation kit will come with instructions included in the box. These instructions will also be posted on our website.
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Q:
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Does the SpeedTrail ADSL modem come with Router capabilities?
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A:
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The modem is pre-configured as a bridging modem for ease of installation and support. It does however include routing capabilities. It does support NAT and acts as a DHCP server. It does not have firewall capabilities and does not run as a DHCP Client; therefore a Static IP Address is required for the WAN settings. A separate firewall solution is recommended. You must change the settings from RFC1483 Bridged to RFC1483 Routed for this functionality to be activated. The settings are: RFC1483 Bridged, VPI 0 , VCI 35, LAN Address 192.168.100.1
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Q:
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What is the Early Termination fee?
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A:
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Early termination fee is $200.00. It is charged to recover the sunk costs of provisioning and establishing your service that is not recouped when a contract is terminated prematurely.
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Q:
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Does SpeedTrail support reverse DNS services?
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A:
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Yes. SpeedTrail does support reverse DNS services. Please contact support@speedtrail.com for more information.
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Q:
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Who owns the modem in the Self Installation Kit?
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A:
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You, the SpeedTrail customer will own the modem in the Self Installation Kit.
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Q:
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Why won’t my VPN Client work with SpeedTrail DHCP?
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A:
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Check Point VPN-1 SecureClient Version 4.1 SP-5 3DES is not compliant with Cisco and Microsoft IPSec standards and will not work with SpeedTrail DHCP. A Static Public IP address is necessary for this software.
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Q:
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Can I change my service phone number after my order is placed?
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A:
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Yes, but there is a fee. Qwest charges SpeedTrail a disconnect and reconnect fee for making this move. SpeedTrail will bill the customer these fees. Please refer to the Terms of Service agreement for more details.
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Q:
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Do I need ADSL line filters/splitters if I don’t hear the ADSL signal on my phone line?
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A:
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Yes. If you have an unfiltered phone that is on the same line as your SpeedTrail DSL service the action of taking the phone off hook will drop the ADSL connection. This will cause you to lose connectivity until the modem re-trains with the other end. Use line filters to avoid this issue.
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Q:
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What should I do if the ADSL modem stops working?
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A:
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Occasionally you may run into a situation where your ADSL modem does not send or receive traffic but the ADSL light on the front panel is lit. You should power cycle the modem (unplug the power line and re-plug it after 10 seconds). This will clear the modem and reconnect you to the SpeedTrail network. If this fails reboot the computer (especially Windows 98 and ME operating systems).
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