- How do I set up the pppoe on Windows XP operating system?
- To set up the pppoe on Windows XP, a broadband connection (pppoe) should be created as follows:
First, go to Network Connection panel through the following path:
Start > Settings > Control Panel > Network Connection
The following window will open:
Select “Create a New Connection” in the upper left side of the window. The next window will open:
Click “Next” to go to the next window:
Here, select “Connect to the Internet” and click on “Next. Immediately, the below window will open. Select the second option for “Set up my connection manually” to go to the next stage of the pppoe setup.
In the next page, find and select the pppoe option, which is again the second option of the page: “Connect using a broadband connection that requires a user name and password”
Click on “Next” to open the next page.
In this page, you should choose a name for your connection. It is recommended to use ART (Aria Rasaneh Tadbir) so that the user can see the name of the service providing company at all time.
After entering the name and clicking on “Next”, the above window will open for entering the user’s username and password. Type exactly what is delivered to you at the installation time. There are two options in this page, and it is recommended to select both.
First Option: By selecting the first option, the connection created for the current Windows User can be used by other users of the computer.
Second Option: This option is to decide if this connection is the default Internet connection of the Windows or not.
Then, click on “Next”. In the new page, click on “Finish”.
- I was downloading until exactly 8:00AM that is considered free for my service but it is included in my traffic usage. What is the problem?
- First of all make sure that your computer’s clock is adjusted by valid time servers. Moreover since the calculations of users’ usage are done in different time periods, it is possible that the user had been continually connected to the network and downloads the extra portion at last minutes of free period. This usage is calculated in the first monitoring time that is placed in non-free period. Monitoring time periods are usually between 5 and 15 minutes. In order to prevent such occasion you can:
1. Disconnect your PPPoE connection before free traffic period finishes.
2. Do not download high volume download in the last 15 minutes of free time period.
- In Shatel’s Terms of Service, section 2, proviso 1, it is said: “The amount of service downstraming and upstreaming mentioned in Shatel’s tariffs and website is the maximum value and it will be set up according to subscriber’s line conditions”. Does it mean that I will have no right to object no matter what speed I receive from Shatel?
- As it is noted in the text of this proviso, the “subscriber’s line conditions” are emphasized. If subscriber’s noise amount is high or the quality of the wiring is not proper, it is possible that the modem can not connect by the service speed permanently or on an ad hoc basis. In this condition since ADSL2+ technology is capable of speed adjustment, it is possible that the modem connects with a lower speed. So this provision oversees the modem’s connection speed.
- How do I contact the Shatel Support Service?
- In case of a problem that cannot be resolved by the provided instructions, the subscriber can contact the Shatel support Service by:
• Sending an email to cs(AT]shatel(dot]ir. On receiving the email, Shatel’s support experts will immediately contact the subscriber.
• Calling Shatel Support Service at 021-23089
- Why can’t the subscriber see the pop-up page sent by Shatel?
- It might have several reasons:
• Not using the Shatel DNSs (18.104.22.168—22.214.171.124)
• Not using the web pages during Internet connection. The subscriber might be sending/receiving emails, using the messengers, etc.
• In some cases, modem reconfiguration prevents the subscriber from viewing the pop-up. To resolve the problem, the modem should be set up in the original configuration, and the connection created on the Windows all over again. (It is recommended to coordinate with the support service.)
- What should I do when we receive financial pop-up pages from Shatel?
- Shatel sends two kinds of pop-ups for subscribers:
• At the request of some subscribers to see the proforma invoice before the invoice is issued, a few days before payment time a pop-up page is sent to the subscriber with the necessary explanations on the monthly service charge, in addition to the written proforma invoice. With the instructions on this page, the subscriber can reestablish his Internet connection.
• In some cases, the pop-up does not clear due to the subscriber’s standing financial problems. To resolve the problem, the subscriber should contact the Subscribers Office.
- The modem is connected but no send/receive is accomplished. Why?
- Disconnect all the cables connected to the ADSL modem and turn off the power adaptor. Keep modem off for 5 minutes. Reconnect the modem’s adaptor. During power voltage fluctuations, make sure to turn off the modem.
- Internet Connection is on, but I can’t send or receive emails via Outlook Express. Why?
- First send an email to yourself from the main webmail page to check the send/receive function. If there was no problem there, contact your web host.
If your outlook does not work in the network, the problem might be in your network configurations. To test this, connect your modem to a computer and try your Outlook Express on it. If there was no problem sending emails via webmail, and the Outlook configurations were all correct, contact the Shatel support service. Some web hosting services do not allow sending emails. You need to call your host and announce your IP for authorization to send emails.
- What does the red x sign on the local area network mean?
- The Ethernet cable between the Ethernet port at the back of the modem and the computer’s network card is physically disconnected. Check the socket at the back of the computer and the modem. (The connection cable between the computer and the modem should be straight.)
- What does Status mean in ADSL?
- Status indicates the possibility of establishing an Internet connection on the telephone line. Usually modems have a set of lights on the front side under different names (sync, link, status, wan) through which you can know about the status of the ADSL service.
This light should always be on. If it is off or constantly blinking, it means there is a problem with the service.
To resolve the problems, pay attention to the following pointers:
• Check the telephone tone to see if it is connected. If there is no tone, call 17 and report the telephone breakdown, and contact the Shatel support service for necessary instructions.
• Check the joint wiring status and make sure that the telephone line is properly connected to the modem’s line port.
• Check to see if there is any noise-generating electrical appliances near the line and the modem (mobile phone, fax machine, etc.).
• Make sure the splitters are correctly connected to the modem, telephone set and the ADSL telephone line. (See instructions for using splitters.)
• Applying an anti-noise or “electrical line connection prevention” device to the telephone socket can cause problem. Check to see if there is any on the telephone socket. If there is, remove it. (Make sure there is no anti-noise device in the telephone circuit.)
• The existence of a long distance call prevention device on the ADSL line can also cause status problem.
- When I connect to the Internet by a pppoe connection, it gives me the Error 678. What does it mean?
- There may be a number of reasons for this problem such as:
• Simultaneous pppoe setups on the modem and Windows. It happens when the pppoe is set up on the modem, and an attempt is made to set it up on the Windows too.
• Incorrect installation of the modem’s driver in case the modem is connected to the computer via USB.
• Incorrect modem configurations such as VPI/VCI.
• Disconnection of the runje telephone line from the modem’s line port.
• Data disconnection in the ADSL service providing center can also be the reason. In such cases, the subscriber should refrain from trying to adjust the Internet configurations, and wait for the problem to be resolved. If it is not, make sure to contact the Shatel support service.
- When I connect to the Internet by a pppoe connection, it gives me the Error 691. What does it mean?
- It means the username and password were initially entered incorrectly. It is suggested to recreate the pppoe connection on the Windows, and enter the username and password exactly as was delivered to you at the service delivery. If you still get the error, contact the support service.
- Why does the tone of the Closed Loop Connected telephone line stops?
- Take the ADSL modem out of the circuit. Check the telephone line. If you don’t hear the dial tone, call 17 and report the telephone trouble. If the telecommunication company has done some re-cabling project in your area, make sure to contact Shatel’s support service. If you do hear the dial tone, connect the telephone cable to the modem’s line port, the modem’s phone port to the telephone set. If there is still no dial tone, call the Shatel support service number.
- What is the reason for telephone disruptions on ADSL?
- In ADSL technology, voice and data are jointly transmitted through the same channel, i.e. the double copper wires. If the required conditions for simultaneous functioning is not established, they can put negative effects on each other.
In most cases, such problems are caused by not following the required standards in connecting the splitter to the line, telephone set or the modem. It is also possible that the modem is not working properly.
To discover the problem, it is suggested to keep only the modem on the ADSL line, cut off all the telephone sets and splitters from the line and test the Internet service.
If the service is functioning properly, use one telephone to test the splitters one by one. The faulty splitter can usually be found this way. Using multiple telephone sets or devices on the ADSL line might also cause such disruptions. It is recommended not to use the ADSL line for too many side-line purposes.
- What is the reason for the repeated ADSL Internet disconnections?
- Repeated disconnections are caused by two factors:
• Existence of noise on the line can cause disruptions in the ADSL Internet connection in the telecom center or the subscriber’s location. The ratio of signal to noise should be at a proper standard. It must be mentioned that noises and temporary disruptions may result in repeated disconnections.
• Existence of virus on the subscriber’s computer or network can be the reason behind the problem. A virus can result in unwarranted sending and receiving of data which will result in bandwidth overuse, recurrent disconnection and other such problems. One way to find out if there is virus in the system is to use the netstat-on command, which has to be run in the command prompt environment.
Note: The p2p programs use the personal servers of the network members. It is possible that someone from the same network is pulling out information from your computer, thus making a decline in the Internet service quality. Therefore, the service speed is never assessed by this kind of programs (eMule, eDonkey, Kazaa).
- How does noise affect the ADSL service?
- Noise is one of the factors causing ADSL disruption and producing a number of problems in the service.
In ADSL services, noise occurs in two different forms:
• Audio noise on the telephone line’s tone
• ADSL line noise, which will result in lower service quality
There is a simple solution for removing the telephone line’s audio noise, and that is using a splitter (to separate voice from data). This device is very easy to install and can effectively take care of the noise problem of the line.
As for the second problem, there are systems and devices that cause disruptions in the Internet service and lower the speed of Internet access. Some of these devices are:
• All electrical appliances (they might disrupt the ADSL service)
• Wireless telephone, Caller ID and Fax machine on the runje line
• Incorrect wiring and close proximity of the telephone and electricity wires
• Close proximity of mobile and modem
Subscribers can contact Shatel’s support service for more information about the existing noise on their lines.
- What is a splitter and why should it be used?
- A Splitter is used to separate voice and data components from each other. It is a small device with an inport for the telephone line and two outports for the telephone set and ADSL modem.
As mentioned before, one of the benefits of ADSL service is the simultaneous usage of Internet and telephone. To avoid disruptions in any of the two services (Internet and telephone) you should make sure that other telephone devices (telephone, fax, etc.) are not connected directly to the telephone line. Therefore, to add any other device which needs to be directly connected to the telephone line, a separate splitter should be used.
Using splitters can prevent sideline disruptions like noise, and telephone/Internet disconnection. The following image shows the correct way to use the modem and splitters.
In some modems, in addition to connect the splitter to other lines, a splitter should be connected to the modem as well.
- How do I connect an ADSL modem to the telephone line?
- There is a Line Port and a Phone Port behind most ADSL modems. The Closed Loop Connected telephone line should be connected to the line port of the modem.
If you want to use this line in the central system or connect it to a telephone set, all you have to do is to connect the runje telephone line to the ADSL modem’s line port and use the modem’s phone port for connection to the central system or the telephone set. This way, you can use the ADSL service and the telephone line at the same time.
If the modem does not have a phone port, you should use a splitter to connect the line to the central system or the telephone set.
- What is a “Closed Loop Connected Line” or “Runje Line”?
- A Closed Loop Connected Line is a telephone line that can simultaneously transmit voice and data on the same line, and so can be used for providing ADSL service.
Before you can use your telephone line for ADSL service and on the request of the service providing company, the telecom company should convert your the line into a Closed Loop Connected line.
- How do I set up the modem?
- There two ways to set up most modems: pppoe and bridge.
Some configurations are necessary if the modem is in the pppoe form. To do so, you definitely need to contact Shatel’s support service. In such cases, after the modem is configured you only have to take care of the IP address, default gateway and DNS configurations on the local area connection for ADSL modem.
If the modem is in the bridge form, the pppoe configurations should be done on Windows. If the computer’s operating system is Windows XP or Windows Server 2003, a broadband connection (pppoe) should be created in Windows using the instructions down this page. In Windows 98, ME and 2000 operating systems, special software applications should be used.
- How do I connect the ADSL modem to the computer?
- Based on the used modem, the connection can be set up via USB, Ethernet or both. Modems with an Ethernet port can connect to hubs/switches as well.
In case connection between the modem and the computer is to be established via USB, the driver for the modem should be installed on the computer.
A CD containint USB Driver will be delivered with modem. You can also download this driver from Shatel website.
- What kinds of modems are used for Shatel ADSL service?
- Shatel currently uses ZyXEL modem for its ADSL2+ services. For information about other supported modems please contact support.
- What are the advantages of using ADSL?
- • High speed Internet connection (up to 40 times faster than regular dialup connection, 25Mbps downstream, 1.5 Mbps upstream)
• High speed Internet connection without any need for a new dedicated line
• High speed Internet connection without any need for dialup
• High speed Internet connection without any cost of phone call pulses
• High speed Internet connection without tying up your telephone line
• High speed Internet connection while speaking on the phone at the same time
• High speed Internet connection for VPN setup
• High speed Internet connection for using audio and video utilities over the Internet
• Video conferencing
• Using regular telephone lines (no need for any additional wiring from the telecom center)
• Simultaneous usage of Internet, telephone and fax lines
- What is DSL?
- DSL or Digital Subscriber line is a cost effective technology that provides high-speed Internet access using your regular phone line. A DSL connection can be set up using your telephone cable without interrupting your telephone connections. With DSL, you can enjoy an always on Internet connection, provided your modem is on and connected to the line.
After the ADSL connection setup, the fixed monthly charge will be calculated based on your bandwidth and the acquired service. The phone cost will only be calculated in case of telephone usage, and has nothing to do with your ADSL system.
The data transmission speed in ADSL is asymmetrical, which means different upstream and downstream speeds.