ADSL Technical Support
Please print
these insturctions for future reference.
DSL Support hours: Mon - Fri, 9:00am - 5:00pm, 860-233-1111
- Installing ADSL Modem
- Zoom Modem Upgrades and Configuration
- If for any reason your
DSL connection goes down
- Disabling PPPoE
on ADSL modem
- Adding or Changing
Equipment (ex. New PC or Router)
- Moving/Change of Address
but not the DSL phone number
- Email Settings
E-mail
Configuration -Windows
E-mail
Configuration - Mac
- 100MB of personal web space with email
accounts
FTP
insturctions
- Canceling DSL - Send an email to billing@netplex.net
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INSTALLATION
INSTRUCTIONS FOR ZOOM DSL MODEMS
NOTE: DO NOT
install any software that may have come
with the DSL Modem Kit.
Shortly after you order NETPLEX ADSL you will receive a DSL modem kit,
before your anticipated
due date. The modem kit includes; an ADSL modem, one or more filters (if requested), cables and a power supply. (Ethernet adapter card is not included)
Below are instructions for connecting your your Zoom modem:
Zoom X3 modem/single
port router
1. Plug DSL filters into all your phones, these are included
with your modem. For dual sided filters, all telephone equipment must be connected to the phone side.
2. Do NOT install any software that may have come with the modem.
3. Connect Ethernet wire from X3 modem to your computer/router.
4. Connect phone wire from X3 modem directly to your phone jack or to the DSL side of a dual sided filter.
5. Plug modem power cord in to power outlet and connect it to the modem.
6. Turn your modem (if it isn't on already) and computer on.
7. Open a web browser (Firefox, Internet Explorer, etc.).
8. Try to browse to any web site. If a NETPLEX form page pops up, fill it out and submit it.
9. If the NETPLEX form page did not pop up you may be able to get on-line without following the remaining steps. If the form page did not pop up, you can't get on-line and your ADSL service due date has passed, then call the NETPLEX office for further assistance.
10. Wait at least one half an hour after submitting the form, then turn
the modem off and back on.
11. Restart your browser and you should be connected to the Internet.
Zoom X5 4-Port Router
1. Plug DSL filters into all your phones, these are included with your modem. For dual sided filters, all telephone equipment must be connected to the phone side.
2. Do NOT install any software that may have come with the router.
3. Connect Ethernet wire from X5 router to your computer/network.
4. Connect phone wire from X5 router directly to your phone jack or to the DSL side of a dual sided filter.
5. Plug router power cord in to power outlet and connect it to the router.
6. Turn your router (if it isn't on already) and computer on.
7. Open a web browser (Firefox, Internet Explorer, etc.).
8. If you aren't able to get on-line and your ADSL service due date has passed, then call the NETPLEX office for further assistance.
Zoom X6 4-Port/Wireless
Router
1. Plug DSL filters into all your phones, these are included with your modem. For dual sided filters, all telephone equipment must be connected to the phone side.
2. Do NOT install any software that may have come with the router.
3. Connect Ethernet wire from X6 router to your computer/network.
4. Connect phone wire from X6 router directly to your phone jack or to the DSL side of a dual sided filter.
5. Plug router power cord in to power outlet and connect it to the router.
6. Turn your router (if it isn't on already) and computer on.
7. Open a web browser (Firefox, Internet Explorer, etc.).
8. If you aren't able to get on-line and your ADSL service due date has passed, then call the NETPLEX office for further assistance.
Wireless access instructions for your X6 Wireless
Router
1. In your kit is a WPA passphrase.
2. You can use wireless in Windows by Viewing the Available Wireless
Networks and then connecting to the one named “Zoom”.
3. Enter the WPA passphrase when prompted by your wireless software.
The passphrase may need to be entered twice into your computer/laptop
(like a password). Windows or Mac should save the passphrase and automatically
re-connect later without having to re-enter it.
4. The same passphrase will work for all computers attached to that
router.
5. WPA is the strongest wireless encryption technology currently available. It will prevent unauthorized individuals from accessing your wireless network.
WATER METER – FOR ALL ZOOM
MODEMS (X3, X5 AND X6)
Many West Hartford Water
Meters are connected
to the phone line which will greatly affect your DSL. Water
meters that are inside or on the side of the house are usually
attached to the phone line. Meters that are in the street or
yard are normally not attached to the phone line.
Customers have the following
options:
1) Call the company doing the FREE conversion and have
the meter switched.
That company is National Metering Service,
860-541-0020. They are doing the work for the MDC and are not affiliated with NETPLEX or the phone company.
2) Disconnect the box from the phone line. Yes, MDC said
just disconnect the box, unplug the RJ11 or cut the wire. Note,
there are two wires. One from the meter to the box and one
from box to the phone line....cut/disconnect the phone line
side. All of the boxes we have seen so far have a RJ11 (phone)
connector you can just unplug.
NOTE: Please DO
NOT INSTALL ANY SOFTWARE that may have come
with your DSL modem. That software is to confugure PPPoe (Point-to-Point
Protocol over Ethernet) settings and NETPLEX uses DHCP (Dynamic
Host Configuration Protocol).
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If your
DSL connection goes down please follow the proceedure below:
1) Check phone wiring for the DSL line. The DSL
modem should have an unfiltered connection to the phone line
that the DSL is installed on. All other regular telephone devices
(telephones, fax machines, answering machines, analog modems, credit card machines, alarm systems, satellite boxes, etc.) should
be filtered.
2) Check for dialtone on the DSL line. If there
is no dialtone on the line, call the telephone company repair
line at 611 to have dialtone restored before continuing with
this proceedure.
3) Power cycle the DSL modem. Turn the DSL modem
off, wait 10 seconds then turn it back on. Most modems have
a power button on the back. If not, unplug the modem from the
power outlet. If you have a Zoom modem configured as a router, a Cisco 800 series router, or other device that has
both the DSL modem and router in one unit, skip to step 5.
4) After power cycling the DSL modem, wait one
minute then power cycle the equipment that is attached to the
modem. This is usually either a router or server but could be
a single computer. Most routers do not have a power button and
will have to be unplugged from the power outlet. If it is a
server or single computer, follow the shutdown proceedure for
the computer then turn the computer off. Wait 10 seconds before
turning the device back on.
5) If you have a router or server that distributes
Internet connectivity to more than one computer, wait until
the router or server has finished starting up. This can take
up to 1 minute for most routers, 5 minutes for most servers
or 10 minutes for a Cisco 800 series router. Once the router or server has
finished starting you can test the Internet connection. If it
does not work, check for and restart other devices on your network.
These may include firewalls, hubs or switches. Once you have
checked for other devices on your network and restarted them,
you should restart the computer you are testing the Internet
from. Restart that computer and test the Internet connection
once more. If restarting your test computer works, all the other
computers on your network will probably need to be restarted
before they will be able to connect to the Internet.
6) If your Internet connection does not work after
completing the steps above or you have frequent Internet outages,
please contact our main office at 888-NETPLEX, Monday - Friday,
9:00am - 5:00pm. Before calling, please note the make and model
of your DSL modem and the status of the lights on the modem
to assist in diagnosing the problem.
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Disabling
PPPoE on the Efficient Networks Speed Stream 5100B, 4100 and possibly other modems provided by the phone company
1 . Connect the Ethernet Cable to
the Ethernet Jack (RJ-45) on the modem and plug the other end
into the Ethernet Jack on the computer
2 . Connect the data cable to the data jack (RJ-11) on the new
modem and plug into the other end (DSL) on the DSL Adapter connected
to the wall jack.
3 . Connect the power supply cord to the modem and plug the
into the power outlet.
4 . Turn on the power switch on the modem.
5 . Your computer must be set in DHCP mode. If you are using
an Internet connection wizard, you should select LAN connection.
6 . Open your web browser (Internet Explorer, Netscape, etc.)
and go to the URL http://192.168.0.1 (type this in the address
bar and click Enter key).
7 . The modem GUI will open and display buttons on the left
side of your screen.
8 . Click the blue Advanced button to toggle on the subset of
Advanced buttons.
9 . Click the gray PPP Location button.
10. If the modem challenges you for a Modem Access Code, enter
the Modem Access Code (found on yellow label underneath modem)
and click the Continue button.
11. Click the radio button to select the “Bridged Mode
(PPPoE is not used)” setting option.
12. Scroll to the bottom and click the Save Changes button.
13. The “PPPoE Location Warning” page will be displayed.
Click the Change PPP Location button.
14. If you see a “Restart Needed” page, press the Restart
button (the Restart process takes approximately 1 minute, then
the modem will be in Bridge Mode).
15. Restart/Reboot your computer/router/firewall.
Adding or
Changing Equipment (ex. New PC or Router)
If you are purchacing a new PC or
adding an ADSL router or wireless router your service will go
down until we have reassigned a your IP address to the new piece
of equipment.
Once you have installed your new
equipment, try to access a web page in your web browser. You
should see the NETPLEX registration page. Fill out and submit
the form. Your new equipment will be registered as soon as possible.
If you do not see the registration form when you try to view
a web page with the new equipment installed, call our main office
at 888-NETPLEX to have your new equipment registered manually
by our staff, Mon - Fri, 9:00am - 5:00pm.
What if I
move and change address but not the DSL phone number?
Call the NETPLEX office at 888-NETPLEX to discuss the situation with our staff BEFORE you move. Depending on the exact type of change being made we should be able to find a solution that will minimize your downtime.
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