Dial Up Frequently Asked Questions

• What is my username?
• What is my password?
• Does it matter if my username and password are upper or lowercase?
• How do I know what phone number to use when dialing up?
• I have call waiting on my phone line, what is the code I need to type in to disable this?
• When I try to connect I get “Error 691: The computer you are dialing in to cannot establish a Dial Up Networking connection. Check your password, and then try again.”
• My computer says I am connected, but when I try to go to a website I get page cannot be displayed.
• Can I only use my dial up account from my house?
• Can we place our dial up connection on multiple computers?
• If I decide I would like to change my dial up account, whom do I contact? Is there a charge for changing my service?
• What information should I have when calling Technical Support that will help to find the source of the problem?

Q. What is my username?
A. Your username is also the first part of your email address. Example: The username for questions@crocker.com, would be 'questions.' If you are still unsure of what your username might be, please feel free to contact Technical Support.

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Q. What is my password?
A. When you signed up for Crocker Communications Internet service, you chose a username and password to connect to the Internet with. If you do not remember this information please contact Technical Support. Customer passwords are encrypted for security purposes, so please have a new password in mind when you call.

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Q. Does it matter if my username and password are upper or lowercase?
A. When you choose your username and password at account creation, they are created in lowercase by default. If you prefer to have uppercase characters, please contact Technical Support to have it changed. You may also visit the 'My Account' section if you prefer to make the change yourself.

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Q. How do I know what phone number to use when dialing up?
A. First thing that is best to do is contact your phone company to find out which towns are local calls for you. Once you have a list of towns that are local. You can browse our list of dial up numbers to choose which one is right for you. If you are still unsure about your choice, feel free to contact Technical Support.

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Q. I have call waiting on my phone line, what is the code I need to type in to disable this?
A. You will need to place '*70,' before the phone number you are trying to dial. In your dial up window it should appear as *70,825-4000 for instance if you were dialing Amherst.

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Q. When I try to connect I get “Error 691: The computer you are dialing in to cannot establish a Dial Up Networking connection. Check your password, and then try again.”
A. Retype your username and password in your dial up connection window, and try to reconnect.

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Q. My computer says I am connected, but when I try to go to a website I get page cannot be displayed.
A. First step to take is to reboot your computer. When the machine comes back up, try and reconnect and browse. If you still are unable to bring up a website, there is a chance that your DNS information needs to be configured in your computer manually. To do this, please contact Technical Support.

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Q. Can I only use my dial up account from my house?
A. Your dial up account is not tied to your phone line. You can use your username and password to dial up and connect from anywhere with a phone line. (Note: This does not guarantee we have a local dial up number for that location.)

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Q. Can we place our dial up connection on multiple computers?
A. Yes, you are able to have multiple computers share the same connection information. However, our system only allows one username to be connected at a time.

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Q. If I decide I would like to change my dial up account, whom do I contact? Is there a charge for changing my service?
A. Yes, you can change which type of dial up account you have with us, and there is no charge for switching. Please contact our billing department and let them know which account you would like to change to.

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Q. What information should I have when calling Technical Support that will help to find the source of the problem?
A. A few things you might want to write down prior to contacting Technical Support:

• Your username and password
• If your computer is a Mac or a PC
• The operating system you are using (Windows 98, 2000, ME, XP, Vista or OS 8, 9, X)
• Which Browser or Email program you are using along with the version. (The version can be found in the program under Help on PC versions or File>About on Macs.)
• The error message that you receive along with the description of the error.
• If you are receiving a bounce back message please do not delete it. Technical Support will need the information the bounce back email holds to narrow down the source of the problem.

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