Q: Why is my password rejected?
A: Verify that you are using your proper dialup username, without “@fiber.net”. For example: user123 not user123@fiber.net. There should be no spaces before or within your username. Ensure that you have typed in the correct password and that your "Caps Lock" key is not turned on and you have entered no spaces. Your user and password are both case-sensitive.
Different types of service are not interchangeable. Dialup account users cannot be used for DSL and vice versa.
If you are certain your username and password have been entered in correctly, then call Fiber.Net at 801-223-9576. There may be a problem with your account on our end, your account may have been inactivated due to billing problems, or we may need to reset your password.
Q: Why can't I connect at 56K?
A: The highest connection the FCC allows over standard phone lines is 53.3k. This is the fastest connect rate you can get. If you are connecting in the 40k-50k range, this is considered good for most dial up connections.
If you connecting at a rate less than you would like, your modems 56k protocol may not be compatible with ours. We support the fastest and most common protocols, 56k Flex and V.90. You can attempt to update your modem drivers.
The biggest factor in determining connection speed is the telephone line. Age of the telephone lines in your area, "line noise", and weather can all affect your line quality. If you are concerned about the quality of your phone lines, please call you local telephone company. However, keep in mind that the fastest speed the phone company will usually guarantee is 21k.
Lastly, as the technology of modems has advanced they have become less forgiving to phone line noise. Often we see a customer with a new PC and/or modem who suddenly can't connect. This has to do with the fact that the new high-speed modem protocols don't operate on a poor connection and will attempt to downgrade the protocol to something that will accept the conditions. On many new modems the old protocols are not installed because the manufacturers need to save money and keep the cost of the modem down and gamble that you won't need the lesser protocol anyway. So when the switch tries to downgrade the protocol to something that isn't supported on your modem, you are immediately disconnected. Trying an older modem from the same location can sometimes demonstrate this phenomenon and installing an older or more expensive modem with more installed protocols can solve the problem sometimes too. We suggest external hardware modems for the best dial-up connection.
Q: Why do I get disconnected?
A: If you leave your Internet connection idle for 10 minutes, your connection with Fiber.Net may be dropped. This is helpful for people who forget to disconnect when they have completed using our Internet service so the phone line is not tied up.
The phone lines in your house or in your area are not stable. The phone lines you use to connect to the Internet are often decades old. Often, changing weather conditions can affect the way these lines pass data. If you can here static, clicking or voices sound muffled when you are using the telephone, chances are you will get a poor Internet connection. If you feel you have bad phone lines in your area, we advise you to contact you local phone provider for assistance. They usually charge you a fee on every bill to cover repair costs.
Many times, the problem is hardware. As the technology of modems has advanced they have become less forgiving to phone line noise. Often we see a customer with a new PC and/or modem who suddenly can't connect. This has to do with the fact that the new high-speed modem protocols don't operate on a poor connection and will attempt to downgrade the protocol to something that will accept the conditions. On many new modems the old protocols are not installed because the manufacturers need to save money and keep the cost of the modem down and gamble that you won't need the lesser protocol anyway. So when the switch tries to downgrade the protocol to something that isn't supported on your modem, you are immediately disconnected. Trying an older modem from the same location can sometimes demonstrate this phenomenon and installing an older or more expensive modem with more installed protocols can solve the problem sometimes too. We suggest external hardware modems for the best dial-up connection. |
