WiLine Networks : Business : FAQs

We are here to ensure you have just what you need. Our Customer Support department is highly trained and ready to help you with any questions you might have about our services. We have compiled a list of the most commonly asked questions for your convenience.

Private Networks

INTERNET ACCESS FAQs

SERVICE QUESTIONS

How fast can I connect to the Internet with WiLine Business Internet Access?
WiLine offers access speeds from 1 Mbps to 1 Gbps in 1 Mbps increments.

How quickly can I upgrade my speed?
WiLine lets you upgrade your speed on the same-day with just a call to our customer support center.

How does WiLine's broadband access compare to DSL?
WiLine’s Metro Ethernet Network bypasses the outdated copper wire networks used to deliver DSL. And unlike DSL, we provide a dedicated connection so customers get faster, more reliable speeds. DSL has distance and speed limitations, based on the location of the telephone company's central office, and is not currently available in many areas. WiLine bandwidth speeds are symmetrical, so you receive the same download and upload speeds.

Does WiLine offer a Service Level Agreement?
Yes. WiLine offers an aggressive Service Level Agreement that guarantees 100% throughput and 99.999% uptime with less than 40 ms latency and less than 0.1% packet loss.

Do I need special equipment to connect to WiLine Business Internet Access?
No. Because WiLine’s network is Ethernet-based, there is no need for complex and costly networking equipment. Connect to the network with a standard Ethernet cable.

Can I run a Wireless network within the confines of my business from a WiLine connection?
Yes. You are free to design any network you desire with WiLine broadband services.

Where can I learn more about the capabilities of an office network?
WiLine customer support can point you in the right direction and provide tips or visit websites below for more information.

http://www.pctechbytes.com/network.htm

http://www.microsoft.com/windowsxp/using/
networking/setup/default.mspx

TECHNICAL QUESTIONS

What is an IP Address?
IP (Internet Protocol) Address is a unique identifier of a device on a TCP/IP network. Such devices include routers, servers, and computers. An IP address is a 32-bit numeric address written as four decimal numbers separated by periods, an example of which is 192.168.0.1

How do I find my IP Address?
In order to find your IP address use the following commands:

If using Windows XP/2000, go to: START – click- run - type “cmd” - then click OK From the command prompt type in ipconfig, this will display the IP address, subnet mask and default gateway.

Detailed information can be displayed by typing ipconfig /all.

If using Windows 9x/ME, go to: START - click- run - type “cmd” - then click OK From the command prompt type in winipcfg

How can I share my Internet connection with other PCs?
There are several ways to share your Internet connection. The simplest way is through a router. There are numerous routers to choose from with common brand names like Linksys, Netgear and D-link. Some routers contain multiple LAN ports that can be used for other PCs to connect. Others have wireless connectivity and serve as the access point for other wireless-enabled PCs or laptops.

What does “Ping” mean?
Ping (Packet Internet Groper) is a basic command that lets you verify if a specific IP address exists and can accept a request. It sends out a small message to a specified address and waits for a reply. The message received can be interpreted in basic terms as reachable or unreachable. The Ping command is a very useful diagnostic tool to become familiar with when checking network connectivity.

In order to use ping on a Windows machine, go to: START - click- run - type “cmd” - then click OK.
From the command prompt type ping 192.168.0.1 as an example.

If Ping is successful you will receive this message:
Reply from 192.168.0.1: bytes=32 time<1ms TTL=64

What is a trace route?
A trace route or tracert is a basic command to verify the number of hops it takes for data to travel from your PC to other devices inside or outside your network. The number of hops is equivalent to the number of routers between your PC and the destination device. Together with ping command, tracert is a very useful diagnostic utility that helps you verify connectivity and problems along the route.

In order to run tracert on a Windows machine, go to: START - click- run - type “cmd” - then click OK.
From the command prompt type tracert 192.168.0.1 as an example.

How do I diagnose a simple Internet connectivity problem?
A good starting point is your PC. Verify if other computers in the same network are experiencing similar problems. If that is not the case, then you’ve isolated the issue. You can perform a restart of the PC and check for loose cable connections.

If other people are having similar issues, then you can move further up into the network by checking your local router. Verify if your local router is reachable. Issue a ping to the local router. If the ping fails then you need to examine the status of your router. Check its LEDs and configuration.

If the ping is successful to your local router, then check your local router’s gateway to the Internet by issuing a ping. This is actually provided by your ISP and should be defined on your local router. If the ping fails then you need to examine the modem attached to your local router. Typically, the modem is provided by your ISP. Check its LEDs.

If the ping to your local router’s gateway is successful, then check if you can reach the DNS servers. This is also provided by your ISP and should be defined on your local router. If the ping fails then you need to examine if it has been configured on your local router. If the ping is successful and verified all other things defined previously, then open a Web browser and surf the net.

Why do I get a “page cannot be displayed” error message from my browser when I access a website?
First, check to see if you can get to other web sites. If so, then the web site you are trying to access may be down or busy during that time.

If you are receiving the same message from other Web sites, instead of using the domain name or URL of the web site (ex. www.xyz.com), try the equivalent IP address. To find out what that IP address is just ping the entire domain name from the command prompt: (example: ping www.xyz.com) and this will return the IP address to place in your browser address field. If it works then you are having problems with your DNS settings. Check the DNS settings in your local router and see if you can ping the DNS IP addresses.

What is a DNS?
DNS or Domain Name System is an Internet service that translates domain names, like wiline.com, into its equivalent IP numerical address (ex- 66.94.230.32). Domain names are used because they are easier to remember than numbers. Since the Internet is based on numerical IP addresses, every time a domain name is used to access a web site, the DNS service must be able to translate the name into its equivalent IP address.

What are cookies and should I accept them from a web site?
Cookies are small text files saved to your hard drive that contain information used by a web site you have visited. Typically, cookies are used for non-threatening purposes like retaining log-in and password information for frequently visited sites so you don’t have to re-enter them each time. They are also used by Web Masters to understand what areas of their site are visited and in what order and by advertiser to determine if a user clicked on an ad to reach a web site.

Although cookies are placed on your hard drive, they can not provide web site operators with access to other information on your PC. So visiting a site and allowing a cookie to be placed on your hard drive does not expose personal information about you or your PC.

SECURITY QUESTIONS

What is a computer virus & how do I avoid infection on my PC?
A virus is a program or piece of code that is loaded onto your computer without your knowledge and runs against your wishes. Viruses can also replicate themselves. All computer viruses are manmade. A simple virus that can make a copy of itself over and over again is relatively easy to produce. Even such a simple virus is dangerous because it will quickly use all available memory and bring the system to a halt. Even more dangerous is the type of virus capable of transmitting itself across networks and bypassing security systems.

Today there are many anti-virus programs available to combat this issue. These programs periodically check your computer system for the best-known types of viruses. WiLine recommends that all customers install an anti-virus program of their choice prior to utilizing their Business Internet Access service.

What is spyware?
The term spyware refers to software that gathers personal information from your computer, sometimes without your knowledge. The information is often used for advertising purposes. Spyware may cause your computer to slow down or encounter errors. Spyware has also been known to cause unwanted pop-up advertisements, an inability to connect to the Internet, and problems printing.

Spyware applications can be bundled as a hidden component of free programs downloaded from the Internet. Once installed, spyware can monitor your activity on the Internet and transmit that information to a third party. Some forms of spyware can gather information about e-mail addresses, passwords, and even credit card numbers. A common way to get spyware is through installation of file-swapping programs that are used to download music and movies from the Internet.

What can I do to protect my computer from Malware (Spyware, Adware, or Virus)?
There are several measures you can take. First, enable your PC’s Automatic System Updates:

Change Windows Media Player Settings - Click the Privacy tab on the Options menu and turn off Acquire licenses automatically for protected content by removing the check from the checkbox.

Adjust the Internet Explorer Security Settings - To adjust Internet Explorer settings, perform the following steps:

Install Firewall Software - Windows XP has a native firewall software that can be enabled, and there are many free firewall software pages available for download on the Internet that provide greater functionality for firewall security.

To enable Internet Connection Firewall in Windows XP, perform the following steps:

When the connection is re-activated the Internet Connection Firewall will prevent unauthorized external Internet connections.

VOICE FAQs

Can I keep my current phone numbers when I switch to WiLine Business Voice?
Yes. WiLine offers local number portability so you can keep all your current phone numbers including local numbers and toll-free numbers.

Will I have the same local calling area?
Yes, your local calling area remains the same. And WiLine offers an extended local calling plan for businesses that make frequent local toll calls.

Can I keep the same calling features that I currently have with my phone service?
Yes. WiLine offers industry standard calling features. For a complete list of calling features available, please refer to the WiLine Business Voice page on this Web site.

How do I add a phone line to my service?
To add a phone line, you simply place a call to our Customer Support team
at 1-888-4WILINE option 2.

If I have WiLine Business Voice, do I need to purchase other WiLine services?
WiLine delivers its Business Voice service on a dedicated broadband connection. Therefore, customers must first purchase our Business Internet Access service to receive Business Voice. With Business Internet Access, you receive a dedicated, high-speed connection to the Internet. The same connection is used to deliver Business Voice.

Does WiLine Business Voice service work with my existing equipment?
Yes. You do not need special telephone equipment to use WiLine Business Voice service. We connect to your existing PBX or Key System and you use the same phones you have today to make and receive calls.

How much bandwidth is used to make a voice phone call?
128K per call.

What is WiLine Private Network service?
It is a high-speed, dedicated, point-to-point connection that enables you to securely and quickly transfer data between locations.

Why would my company use WiLine Private Network instead of standard Internet access?
WiLine Private Network is a way to transfer voice, data, or video from one location to another on a private connection with consistent throughput. The amount of bandwidth you subscribe to is available in its entirety, all day, everyday between locations.

What speeds are available with WiLine Private Network service?
Select a speed from 1 Mbps to 1 Gbps.

Where is WiLine Private Network service available?
It is available anywhere within WiLine’s network service area.

How quickly can I upgrade my speed?
WiLine lets you upgrade your speed on the same-day with just a call to our customer support center.

Do I need special equipment to connect to WiLine Private Network?
No. Because WiLine’s network is Ethernet-based, there is no need for complex and costly networking equipment. Connect to the network with a standard Ethernet cable.

How is WiLine Private Network priced?
WiLine uses a flat rate/banded local loop pricing. Local loops are priced in mileage bands for simple circuit pricing.

If I switch to WiLine Web Hosting service, what happens to my domain name?
If you have already registered your domain name, it can be easily transferred to the WiLine Registrar. Additionally you will be given a control panel to access your site and administrate as you wish. You have full control of your website

What is the process for transferring my domain to WiLine?
Within 24 hours of receiving your request, you will receive a confirmation email from WiLine. This email contains a URL that you must visit to confirm the transfer from your original registrar.

Within 72 hours of confirming the WiLine transfer request, most registrars will send you a 2nd confirmation email and a URL that you must visit to provide authorization that you wish to transfer your domain to WiLine.

Within 48 hours of confirming the 2nd email, your domain should successfully transfer. Some registrars do not send out a 2nd confirmation email. If you do not receive an email from your old registrar within 5 days, and the domain transfer has not completed, send an email to support@wiline.com.

If I transfer my domain to the WiLine Registrar, should I change my “Admin Contact” address?
You should consider changing the "Admin Contact" for your domain to support@wiline.com to eliminate any problems receiving the confirmation emails that are a part of any domain transfer. You can update this information with your current registrar's online interface. To accelerate the transfer process, the Admin Contact should be changed prior to signing up for hosting services. An incorrect Admin Contact email will result in delays to successfully transfer your domain.

Can WiLine transfer my domain for me?
Yes. If you anticipate problems with your domain transfer, WiLine recommends that you provide us with the login information to your current registrar. With this information we will be able to make the domain transfer in a timely manner.

Do I need to change the Name Servers for my domain?
If you would like your website to be fully active on the WiLine network as quickly as possible, you should change the Name Servers for your domain to ns1.hcpanel.com & ns2.hcpanel.com. Making a Name Server change takes up to 48 hours to fully propagate across the entire Internet.

What if my domain name doesn’t have a “.com” extension?
If your domain has a .org, .biz, .info, or .us extension, an "Authorization Code" or "Auth Code" is necessary to transfer your domain. This code can be found in the online interface of many registrars. If it is not readily available online, you may have to request it via email from your current registrar.

Can I transfer a newly registered domain?
Domains that have been newly registered in the last 60 days can't be transferred. If you would still like to transfer your domain to the WiLine registrar, contact WiLine Customer Support. We will put the transfer request through as soon as we are able. While you are waiting for your domain to transfer, you will want to change the Name Servers for your domain to make it point to the WiLine network. The WiLine Name Servers are ns1.hcpanel.com & ns2.hcpanel.com.

What is “Domain Locking”?
Many registrars enable a feature called "Domain Locking" to prevent unauthorized transfers of your domain. Domain Locking should be disabled prior to transferring your domain to WiLine. This can be done from your old registrar's online interface.

WiLine supports two different email services

How do I set up my email address?
Use the following to set up your address:

WiLine mail address
Primary Email address:   username@wilinemail.com
POP Mail Server:   mail.wilinemail.com
SMTP Server:   mail.wilinemail.com

How do I add an email address?
Please send a request for wilinemail to support@wiline.com.