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Frequently Asked Questions

 
Since people generally have the same problems. We have listed answers to some of the most frequently asked questions


Frequently Asked Questions:

1.     Why is my connection to Centramedia dropped frequently?
2.     Why do I connect so slow?
3.     If I delete my mail can I get it back?
4.     Can I check my mail at work or, at a friends house?
5.     What is the difference between Netscape and Internet Explorer?
6.     I wrote an e-mail, but when I try to send it I get an error, why?
7.     I show that I am connected but I still cant browse, what is going on?
8.     Why do I get e-mail messages from people that I do not know or that are not addressed to me?
9.     I have a WEB TV Appliance can I use it to connect to connect to the internet through Centramedia?



Why is my connection to Centramedia dropped frequently?
Here are several things that can be done to solve the disconnect or slow speed issues or find where the problem is. Phone Line Issues:
• Having Call Waiting enabled while your modem is in use will cause problems when someone tries calling your phone line. To disable Call Waiting dial *70, before the number.
• Other devices on the same phone line, such as a telephone, fax or answering machine may interfere with your modems operation, even if you are not using the other devices at the time.
• Line noise may be caused by:

  • Radio frequency interference (e.g. Using a mobile phone next to your modem)
  • Loose wiring/jacks
  • Old or faulty wiring
  • Poor lines


    • Windows Issues:
    • If using Windows ensure that the correct modem driver is installed for your specific modem's make and model. Windows is notorious for detecting modems incorrectly, especially Windows 95. Therefore check that the modem detected by Windows is the correct one. If you are unsure what modem you have, please contact your hardware vendor. To check what modem driver is currently installed on your machine follow these steps:

  • Go to My Computer
  • Control Panel
  • Double click on the Modem icon


    • In the General tab there is a list of all the modem drivers currently installed, if the modem installed is a Standard Modem then it may be the cause of your disconnections. Centramedia strongly suggests that you install the correct modem driver for your modem. Modem drivers are usually shipped with the modem and are also available online at the following suggested sites:

    http://www.modemhelp.net
    http://www.56k.com

    Download the modem driver for your particular modem and follow the instructions to install the new driver
    Once completed, make sure that the newly installed driver is the one being used to dial your Centramedia Internet connection:
    • If Windows is detecting your modem as a LT Winmodem or a Lucent Winmodem, or you know you have purchased this kind of modem, please install THIS driver: http://www.agere.com/modem/driver2.html
    Instructions on installing it can be found HERE: http://www.agere.com/modem/dinstruct.html

    If Windows is detecting your modem as a Rockwell/Conexant, or you know you have purchased this kind of modem, please refer to THIS page for instructions on installing the correct driver: http://members.cnx.net/reboot/modems/

    Software Issues:

    • If you are using a firewall or have any kind of packet filtering in place, please allow the Centramedia Nortel CVX server to ping your machine, as this is done on an regular basis to make sure a user is still connected to the modem. The IP address should be 208.161.204.1 If you are using Microsoft Outlook Express for e-mail, it may be configured to disconnect you after you've finished receiving e-mail. To check this in Microsoft Outlook (Version 4 or 5) go to: Click on Tools pull-down menu Select Options to display the Options dialog box Click on the Connection tab Ensure that the box titled Hang up after sending and receiving is unchecked If you are still experiencing trouble after taking these steps, you may want to try the following:

    Disable Compression, to do this:
    Go to My Computer
    Control Panel
    Double click on the Modem icon
    Click once on the modem installed so that it is highlighted
    Click on Properties button
    Go to Connection tab
    Click on Advanced button
    Check that the Use Error Control box, and all boxes appearing beneath it, are NOT clicked

    Lowering the Port Setting on your modem, to do this:
    Go to My Computer
    Dial-Up Networking
    Right click on the Centramedia Connection Manager connection
    Select Properties
    Click on Configure button which appears beneath the modem type
    Click on Connection tab (which will appear at the top of that page)
    Click on Port Settings button
    Lower the Receive buffer and Transmit buffer by one notch

    If you are still experiencing trouble after taking these steps, you may want to try the following:
    • Reset Modem Initialization Strings, to do this:

  • Go to My Computer.
  • Control Panel.
  • Double click on Modems icon.
  • Select the modem you are and click on Properties.
  • Click on the tab at the top called Connection.
  • Select the Advanced button.


    • You will see Extra Settings towards the bottom of this window. To try some different modem initialization strings, simply type them in here. You can get Most of them here: www.modemhelp.net

  • First double click on My Computer.
  • Now, double click on Dial Up Networking.
  • Double click on Make New Connection The wizard will ask for a name of the computer you are dialing; type in CENTRAMEDIA
  • Click on the Next button at the bottom of the screen. It now asks for the area code and phone number that you use to dial into the Internet. Fill in the area code for your city and place the appropriate dialup number in the phone number field.
  • Click on the Next button at the bottom of the screen.
  • Click on the Finish button at the bottom of the screen. This should return you to the Dial Up Networking window and you should see your new CENTRAMEDIA connection in the window.
  • Click with your right mouse button on the CENTRAMEDIA icon and a menu should pop up.
  • LEFT click on Properties. Now, depending on the version of Windows that you have you will see either a tab at the top or a button in the lower right hand corner that says Server Types, click on it.
  • Under Advanced Options, make sure that there is no check mark in the box labeled Log Onto Network. If there is, just click on it once with your left mouse button and it should go away.
  • Now, under Allowed Network Protocols, make sure that IPX/SPX Compatible protocol and NetBEUI are NOT checked, if they are, click on them one at a time and remove the check marks. Now, click on the button in the lower right hand corner that says TCP/IP settings.
  • There should be a black dot next the first option that says Server Assigned IP Address. About one-third of the way down the screen you should see a black dot next to Server Assigned Name Server Addresses.
  • We need to move that black dot down to Specify Name Server Address by clicking on that option. This should make the fields below this option turn white, which will allow you to change the values.
  • Delete the first zero of Primary DNS and type in the Primary DNS numbers for your city: 208.161.204.220
  • Repeat for the Secondary DNS field: 208.161.204.221
  • The Primary and Secondary WINS fields should contain all zeroes, this is correct and needs to be left alone.
  • The last two items in this window will need to be checked as well.
  • Click OK at the bottom of the screen. Depending on the version of Windows that you have you will need to click OK until you exit the Properties menu for the CENTRAMEDIA connection.
  • To make a shortcut to your connection on the desktop Right click on the CENTRAMEDIA connection and then Left click on the option that says Create Shortcut.
  • Answer Yes to the question that asks if it can create the shortcut on the desktop.
  • Close the Dial Up Networking Window, close My Computer.
  • Double click on the Shortcut to CENTRAMEDIA now on your desktop.
  • Type in the Username and Password for your account that was assigned to you when you signed up.
  • Click on the Connect button. Once you get connected to the Internet you should be able to open your browser or use your e-mail client.




    • Why do I connect so slow?
    A modem is unlikely to malfunction only to the extent that it is unable to achieve its top speeds. Lesser speeds are common and generally reflect limitations imposed by the operating conditions:

  • Impairments in the telephone network path
  • Interoperability issues between modems
  • Modem settings


    • OPERATING CONDITIONS AFFECTING CONNECTION SPEED & RELIABILITY

    Impairments in the telephone network path

    1. Multiple analog/digital conversions. Connections are limited to a maximum of 33.6 Kbps where more than one analog section exists in the telephone network path between modems. The first analog section begins with your modem. Internet Service Providers fully supporting 56K modem connections must provide a completely digital connection, but additional analog sections may be introduced elsewhere in the path.
    What you can do Nothing. The telephone company can confirm the presence of multiple A/D conversions in a path, but consider that no two calls are necessarily routed through the same path, even when dialing the same number. This is one reason why throughput can vary with each connection. There is always the hope that the telephone network in your area will be upgraded.

    2. Signal interference & distortion. The telephone network path between modems must be sufficiently free of noise and frequency distortion to permit the desired speed. The modem analyzes these line impairments as they affect the quality of the transmission signal. Poor signal quality causes transmission errors, reduced throughput, reduced connection speed, and even dropped connections.
    What you can do

    a. Experiment with eliminating potential sources of line impairments in the home:

  • Any device connected to any telephone outlet, especially if used by the modem, and even if on a different line: telephones, including cordless telephones and their base stations, answering machines, fax machines, caller ID boxes, and other modems
  • Telephone line splitters, cable extenders, faulty or overly long telephone cables (shorter is better)
  • Surge protectors, including those that offer telephone line protection
  • Alarm systems, especially those that are connected to the telephone system
  • Computer equipment, including speakers
  • Fluorescent light fixtures and light dimmers
  • Satellite dish receivers
  • Appliances such as air conditioners, refrigerators, dryers, microwave ovens, and televisions
  • Any AC power source and related cabling
  • All other things electrical, including issues with the premises wiring: loose or corroded connections, too many splices or bridges, insulation deterioration and exposed wiring, non-twisted pair telephone wiring


    • Start with a direct, unobstructed, modem-to-outlet connection using a short, high-quality telephone cable. As a way of confirming the issue prior to isolating it any further, there is the option of testing with a direct connection to the external telephone box located at the back or side walls of the residence. It provides one or more standard telephone jacks supplying the home telephone connections but bypassing most impairments inside.

    b. Listen for noise. Because the telephone company is only obligated to provide voice-quality phone lines, it is unlikely to address the many and varied off-premises sources of line impairments that can affect connection speed but don't cause audible noise. Connect a telephone to the wall jack used by the modem, then pick up the line, dial the number 1 to stop the dial tone, and listen. Contact the telephone company if the line is not quiet (loud hiss, pops, static, voices), but first disconnect other telephone devices and check again.

    c. Note that if you are dialing 9 to get an outside line, you are probably using a phone system that will limit throughput to around 33.6K or less.



    Interoperability issues between modems
    1. The modems on both the client and server side must support the same protocol.
    What you can do
    Where modems of different makes, models, firmware/flash-ROM revisions, and chipsets are concerned, one modem may have an incompatible method of implementing a connection that it has negotiated with the other modem, or the negotiation itself may fail. For example, if a modem cannot sustain the current connection speed but is unable to successfully negotiate a slower connection with the other modem, the connection will incur excessive transmission errors, decreasing throughput and potentially forcing a disconnect.

    What you can do
    a. If your modem can be flash-ROM upgraded via software, apply the most recent modem update available. Apple 56K modem updates are available online. The latest firmware code may make the two modems more compatible--or less.
    b. Force a slower connection from the very start, such as by disabling 56K protocols in favor of V.34. This change is incorporated into the "V.34 Only" modem scripts available for some Apple 56K modems. A variety of other modem manufacturers supply similar ARA modem scripts for their modems. If you are connecting to the internet using software that does not use modem scripts, supply the software with a custom initialization string for your modem. Your ISP may be able to assist you, or you can teach yourself the proper initialization string by studying the AT command guide provided with your modem or available online from the manufacturer.
    c. If all else fails, you may wish to go so far as to try a different modem yourself--one that CENTRAMEDIA recommends for best compatibility. Call to find out the most compatible.

    THE SETTINGS OF EITHER MODEM

    The default configuration of either modem may be altered to enforce one type of modulation over another (Apple's V.34 modem scripts enforce V.34, for example); disable or change the type of compression, error correction, and flow control; change the maximum and minimum speeds allowed, and respond differently when, for example, error correction fails. These settings are changed from their defaults--the factory settings--by the modem initialization string. Depending upon the connectivity software used, the modem initialization string is either entered manually into the software or is part of an Apple Remote Access modem script.
    A failed modem
    Again, a modem is unlikely to malfunction only to the extent that it is unable to achieve its top speeds, but it's a possibility that cannot be discounted outright. To find out, use your modem in place of another identical modem that is able to attain higher speeds. Conversely, use an identical modem that is able to attain higher speeds in place of your own modem.
    If you don't see similar results using the formula provided above, and both modems are using the same modem cable and power supply (if present), and both have been updated to the same firmware revision, there may be a hardware issue with the slower modem.

    MEASURING CONNECTION SPEED

    Initial connection speed. The PPP or Remote Access control panel (see Figure 1) shows the speed initially established, not the current or average connection speed, which often differs.
    If operating conditions permit a faster connection, the modem will attempt to speed up (fall forward). If conditions prevent sustaining a speed without incurring excessive transmission errors, the modem will slow down (fall back). Because these adjustments are common but not reflected in the software, do not base performance measurements solely upon initial connection speed.
    DTE speed (modem-to-computer speed or port speed) is generally represented by the static numbers 38400, 57600, or 115200, as configured in the software. It is not a measurement of connection speed. The ARA modem scripts (selected in the Modem control panel) for all Apple 56K modems correctly configure the DTE speed for a maximum of 115200 bps.
    Determining the average Data Transfer Rate. Data Transfer Rate (DTR), or throughput, describes how fast data is being transferred, expressed in bits per second. The following method of obtaining the average DTR is a truer method of assessing modem performance than observing the initial connection speed or the fluctuating throughput indicators of web browsers or FTP clients. Because the upload (transmit) speeds of analog modems cannot exceed 33.6K, the discussion is confined to download (receive) speeds.

  • Connect to the internet and, preferably, open an FTP client application rather than a web browser.
  • Log in to an FTP server. ftp://:ftp.netscape.com allows anonymous access and are usually very fast
  • Download a compressed file of approximately 500K or larger. Most compressed files have a file name extension of .sit, .sea, .cpt, or .zip. Apply the formula file size (bytes)/download time (seconds) x 9 = average DTR (bits/second).


    • Figure 2: Formula for computing the average Data Transfer Rate

    Example
    For a 500K file that takes 2 minutes 5 seconds to complete downloading, the equation reads:

    500,000 / 125 x 9 = 36,000
    The average DTR was 36K (kilobits, not kilobytes) per second, though the actual DTR at any moment may have been higher or lower.

    About File Size
    The file sizes shown in FTP client windows are generally approximate. Convert kilobytes to bytes using the decimal format appropriate to measuring data transfer rates, where 1K = 1,000 bytes. To convert the average DTR from bits per second to kilobits per second, always divide the result by 1,000.

    About Download Time
    The FTP client's download progress indicator may appear shortly before the file begins downloading. Do not begin timing until the download appears to be underway. Use your own timer instead of relying upon any download time that may be reported by the FTP client.

    Why the Formula Is Not Perfect
    Average DTR will be greater than calculated when transmission errors require data to be re-sent, thus increasing download time without changing file size. And if the modem negotiates a connection requiring start and stop bits (2 bits added to the baseline 8 bits per byte), DTR will be greater by an additional 1 bit per byte transferred. Because all connections require transmission of some amount of extra data, using 9 as the third variable in the formula provides a serviceable if not always entirely accurate compromise.

    4. Disconnect, then repeat the procedure using different FTP servers at different times of the day, especially during the off-hours of early morning or late evening. The averaged results best represent what the modem is able to achieve under its current operating conditions, so look for improvement by making the operating conditions more suitable for faster connections.



    If I delete my mail can I get it back?
    Once you have received your mail, it resides on your computer and is delivered to you, it is not on Centramedia's mail servers anymore, unless you have the mail program setup to leave a copy of the message on the server, and have it configured to not remove the message from the server when the deleted items folder is checked.
    Double check your e-mail deleted items folder and see if it is in there, if it is not there remember if it's important
    BACK IT UP!!!!



    Can I check my mail at work or, at a friends house?
    Yes, you can go to http://mail.centramedia.net from any computer that has access to the internet and send and receive your mail if you know your user name and password.



    What is the difference between Netscape and Internet Explorer?
    The differences are mainly in the details, with each program offering its own small set of bells and whistles.
    This means that deciding which browser is right for you is most likely a matter of personal preference. If you are a fan of Microsoft's tight integration of the browser and the hard drive, then you'll love the similarity between Internet Explorer and its desktop cousin, Windows Explorer. However, if you are a fan of Netscape's compact email client, there's no reason not to go with Communicator.
    The best way to choose a browser is probably to spend some time using each one. If you can spare the disk space and download time, you may want to compare the programs side by side on your own machine. If not, try to find a friend with the competing browser on their system and book some time to take a test drive.




    I wrote an e-mail, but when I try to send it I get an error, why?
    This is normally caused by an idle timeout or more simply put your connection to the internet was idle too long. out. This is a period of time when you did not send or receive any data of any kind from the Internet. If you sit for 20 minutes without sending or receiving data, Centramedia's modems will disconnect you , thinking you were disconnected and it did not get the disconnect signal. Therefore when you try to send the message you will not be able to find the host mail.centrtameida.net, and you will get an error when trying to send mail.

    While you are writing the message try clicking on the check mail button. That will create enough activity to keep you online.



    I show that I am connected but I still cant browse, what is going on?
    Rebooting your computer fixed this most of the time. Usually this means that your browser is not working correctly, but it could be a windows issue as well. IF a reboot does not fix the problem, you can call Centramedia technical support at (806) 665 0106. A technician can help you get your connection working again, most of the time.



    Why do I get e-mail messages from people that I do not know or that are not addressed to me.
    This is spam

    What is "SPAM"?

    Recently our customers have made many complaints about advertising "junk" mail they receive more and more often. They call such messages "SPAM" in the Web. The term of "SPAM" descends from the old sketch by British comic-band Monty Python Flying Circus, in which restaurant visitors, trying to place an order, have to listen to a Viking chorus, singing of canned meat ("SPAM"). They started to use the term of "spam" to designate importunate network ads some years ago, when advertising agencies started to place their advertisements in Usenet groups. Fortunately for such newsgroups subscribers, that did not work very long, because Usenet technology provides for any messages filtration and newsgroups administrators deleted spam before it reached many people. After this failure, spammers went in for advertising distributing by mailing lists. Today in the Internet spam is considered reprehensible business and certain countries legislation provides for to preventive punishments for such activity. For example, every month, one of the largest USA ISPs America Online (AOL) brings several suits against spammers, who systematically dispatch ads at the company's customers addresses. So why is spam bad? It often happens that the users do not pay attention to net advertising and just delete such messages from their mail boxes. In fact, such posting is pernicious in that the spammer pays so much less than spam receiver and his provider. Large advertising mail may result in excessive overload of provider's channels and mail servers, because of which normal mail that the users are looking forward to receive, passes very slowly. A spammer pays almost nothing for sending mail. But spam receiver pays to his provider for connection time hi spends to receive the mail he did not request for from the mail server. A spammer knows may ways to learn your e-mail address to dispatch you ads. There are various programs, collecting addresses of those, emailing to teleconferences and newsgroups. Such program can collect thousands of addresses for an hour and unite them into data base for further spam mailing. Some spammers offer in their messages to purchase compact disk with such information for a few dollars. Another way is that spammers look through various periodical and find there e-mail addresses of firms, publishing their advertisements. If you received commercial advertising mail you did not request for, please, forward it with full headings to abuse@centramedia.net. If necessary, you can consult our technical support to learn how to have the full control heading of the letter. We will do our best to determine the mail sender and will send a complaint to his provider. Unfortunately, we cannot ensure you from such letters, as spammers become more and more inventive and try to avoid any responsibility for their posting. They resort to falsified addresses, from which they dispatch mail, the send spam through third persons mail servers etc. If complaints to the provider do not have any effect and he does not stop his activity, we are even ready to put a full ban on receiving mail from the mail server of such provider, encouraging his negligent users activity. How to avoid receiving spam?

    Try not to leave you e-mail address at different dubious servers.
    Never reply spammers messages - otherwise you let them know that your address is real and the mail, sent to this address, is read. If the message tells you can remove yourself from the mailing list if you send "remove" to a certain address - in most cases this is lie. Following such advice you only confirm your address can be used for further posting.
    You'd better not send garbage to a spammer. Possibly you failed to determine from where the spam had really come and that will affect some people, who have nothing to do with the real spammer. In fact, if you are quite sure the spam was sent by a certain user of a certain provider, that would make more sense to forward this spam with all headings to the technical support service of such provider. For example, if you receive spam from user@aol.com, send your complaint to abuse@aol.com. Today providers use de facto ABUSE as standard address to receive complaints and claims and almost all ISPs have this address.



    I have a WEB TV Appliance can I use it to connect to connect to the internet through Centramedia?
    Of course!!    We highly recommend using a local ISP in order to avoid per-minute long distance telephone charges, which can be very expensive if you spend much time online.

    Setting up your new WebTV service will be easier if you establish a Centramedia subscription in advance. Once your new Centramedia Internet access is established, all that’s left to do is install your WebTV equipment according to instructions and breeze through the following quick steps:

    In order to begin registration for the Use an ISP program, a subscriber will need the following information from an ISP:

  • ISP Company Name: Centramedia Online
  • Primary modem number: your local access number
  • Secondary modem number: your local access number
  • Login Name (case sensitive): YOUR USERNAME
  • Password (case sensitive): YOUR PASSWORD


    • ALL INFORMATION YOU NEED IS CONTAINED ON THE COPY OF THE USER SIGNUP SHEET YOU RECIVED FROM CENTRAMEDIA AT THE TIME YOU SIGNED UP.

    The process below shows step-by-step instructions that a WebTV® Plus subscriber would need to follow.

    1. From the WebTV Web Homepage, select "Account" from the top bar.



    Please note: subscribers must be logged on as the primary user. The primary user is the name the subscriber chose the first time they connected to the WebTV Network service.

    2. In Account, select "Use an ISP."





    3. Choose "Sign Up Now."



    4. Enter ISP account information:

    Enter Centramedia Online. Choose "Continue."
    Enter primary LOCAL NUMBER and backup LOCAL NUMBER dialup modem access numbers. Choose "Continue."
    Enter login name and case-sensitive password supplied by Centramedia. Choose "Continue."
    Confirm password. Choose "Continue."
    Choose "Use your ISP."
    Following this set up, the WebTV Internet unit will reset and reconnect automatically to complete the change. A confirmation screen will appear to verify that the subscriber is using an ISP to access their WebTV subscription.



    Congratulations - you are now connected to WEBTV through Centramedia Online Services!
    WebTV Networks will provide the subscriber support for the WebTV Network service, and can be reached by dialing 1.800.GOWEBTV.
    Happy surfing, and thank you for choosing Centramedia Online Services! If you experience any difficulties with this installation, call our Technical Support at 806-665-0106.
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