DSL Technical Support
Please print
these insturctions for future reference.
DSL Support hours: Mon - Fri, 9:00am - 6:00pm, 860-233-1111 x303
- TROUBLESHOOTING:
If for any reason your DSL goes down
- Installing DSL Modem -
DO NOT install software that comes the kit
- Zoom Modem
Upgrades and Configuration
- Disabling PPPoE
on ADSL Modem
- Adding or Changing
Equipment (ex. New PC or Router)
- Moving/Change of Address
but not the DSL phone number
- Speed
Test
- Need your IP
Address, check it here
Additional Settings
- Email Settings
E-mail
Configuration -Windows
E-mail
Configuration - Mac
- 10mgs of Personal Disk Space with email
accounts
FTP
insturctions
- Need more help
call our EMAIL
Technical Support line @ 888-610-TECH (Open 24-7)!
To Cancel DSL
- Canceling DSL - Send an email to billing@ntplx.net
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INSTALLATION INSTRUCTIONS
FOR ZOOM DSL
MODEMS
NOTE:
DO NOT INSTALL CD SOFTWARE that
comes with the DSL Modem Kit.
Shortly after you order NETPLEX ADSL you will receive a welcome
package, DSL modem installation instructions and modem/router
in the mail, before your anticipated
due date, The modem kit includes; an ADSL modem,
an envelope with a CD and instructions (DO
NOT INSTALL CD),
filters, cables and power supply. (Ethernet adapter card is not
included)
Follow the instructions will be included
with your modem:
ZOOM X3 modem/single
port router
1. Plug DSL filters into all your phones, these are included
with your modem
2. Do NOT plug a filter into the phone jack that the DSL modem
is plugged into
3.
If you have a phone you want to use at the
same location as the modem, plug the phone into the back of
the modem, the slot that says phone
4. Do NOT install any software that may come with the modem
5. Plug Ethernet wire from your computer into the X3 modem
6. Plug in phone wire from X3 Modem into your phone jack
7. Plug in power cord from modem into power supply
8. Turn your Modem and Computer on
9. Open a browser, Internet Explorer, Netscape, or Firefox
10. Fill out and Submit the NETPLEX Form page that pops up
in your browser
11. Wait one half an hour after submitting the form, then turn
the modem off and back on
12. Restart your browser and you will be connected to the Internet
ZOOM X5 4-Port Router
1. Plug DSL filters into all your phones, these are included
with your modem
2. Do NOT plug a filter into the phone jack that the DSL modem
is plugged into
3. Do NOT install any software that may come with the modem,
it is preconfigured by NETPLEX
4. Plug Ethernet wire from your computer into the X5
5. Plug phone wire from modem into your phone jack
6. Plug in power cord from modem into power supply
7. Turn your Modem and Computer on
8. Open a browser, Internet Explorer, Netscape, or Firefox
and you should be on line
ZOOM X6 4-Port/Wireless
Router
1. Plug DSL filters into all your phones, these are included
with your modem
2. Do NOT plug a filter into the phone jack that the DSL modem
is plugged into
3. Do NOT install any software that may come with the modem;
it is preconfigured by NETPLEX
4. Plug Ethernet wire from your computer into the X6
5. Plug phone wire from modem into your phone jack
6. Plug in power cord from modem into power supply
7. Turn your Modem and Computer on
8. Open a browser, Internet Explorer, Netscape, or Firefox
and you should be on line
WIRELESS ACCESS instructions for your 4-Port/Wireless Router
1. In your kit is a WEP Key - 26 Characters
2. You can use wireless in Windows by Viewing the Wireless
Networks and then connecting to the one named “Zoom”.
3. The WEP Key is 26 Characters long, enter it WITHOUT dashes
or spaces, one mistake and WiFi will not connect, just try
again. The key may need to be entered twice into your computer/laptop
(like a password). Windows or Mac should save the key and automatically
re-connect later without having to re-enter the WEP Key.
4. The same key will work for all computers attached to that
router. The customer can change the WEP Key by using the standard
Zoom Instructions included with the router.
5. WEP 128 is enabled by NETPLEX so someone driving down the
street can’t just connect to the Internet using the customers’ modem.
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 it's not a NETPLEX or phone company
thing.
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 I have seen so far have a nice RJ11 jack
you can just unplug.
NOTE:
Please DO NOT INSTALL CD SOFTWARE that
comes with DSL Modem. This 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 for any reason your
DSL connection goes down proceed with the following:
1) Check phone wiring for the DSL line. The DSL
modem should have an unfiltered connection to the phone line
that DSL is installed on. All other regular telephone devices
(phones, fax machines, analog modems, alarms, meters) 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 Cisco 827 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 827. 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 have 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 - 6:00pm. 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 ADSL Modem
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. On the “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 - 6:00pm.
What if I
MOVE and change address but not the DSL phone number?
We cannot change anything on our
end until the number is activated in the new location. Then
it will take 7 to 10 business days until your DSL is active
again and you will be without DSL for that time.
NOTE: We suggest you order a new
phone line at the new location and submit a new DSL order 2
to 3 weeks prior to your move.
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