DSL Frequently Asked Questions![[grandmother and granddaughter using computer together]](/support/images/grandmother_granddaughter.jpg)
Q. What is my DSL 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. Does Crocker require any specific equipment to use the DSL connection?
A. We do require you to use a DSL modem and a Router for the DSL connection. The Router adds the extra security of a firewall to keep intruders out of your computers, while giving you the ability to share your DSL connection with multiple machines. If you are still unsure about your choice, feel free to contact Technical Support for help.
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Q. Will the DSL interfere with my ability to make and receive calls while online?
A. No. DSL travels on a different frequency, so the signal will not interfere with your phone calls. For most people this will actually give them the opportunity to remove that second telephone line they had installed for their computer.
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Q. I do not see a connect icon when I turn on my PC, how do I use the DSL service?
A. When using a router to connect, the PPPoE session is stored inside the router. Once you turn on your computer you will already be online, just open your Internet browser or email program and you are on your way.
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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 use my DSL account while I am away from my house or office?
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 multiple computers use the DSL service?
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 upgrade my DSL speed, 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)
- How long the DSL connection has been down
- If you have power cycled the equipment
- The status lights on the DSL modem
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