• We are fortunate to have the most intelligent, savvy customer base in the Internet industry.



• We have the single most talented population of technical support and customer service employees in the industry, and we want to make sure you never have to talk to a single one.

• Start by looking for your problem in our Top 10 Questions section. If you have a question or problem that isn't in our Top 10 Questions section, use the Table of Contents to find the section that best will address your problem.



• Words or terms that might be confusing or "Speak-centric" appear in the glossary that is in the Appendix of this manual. This is to help you understand what we are talking about.


The most important tip: This manual contains only the most frequently asked questions or most referenced information, so it may not resolve your specific issue. If, at any time, the information referenced for your question does not help, use the contact information contained in the Appendix to get personalized help from our support staff.


• This manual is an organic thing, and we need your input to make the information the most relevant and helpful. Please send any suggestions or requests about this manual to usermanual@speakeasy.net.

• Our 24x7 Customer and Technical Support Call Center is staffed with representatives that not only have the most extensive backgrounds in both dialup and high-speed service, but also go through weeks of intensive training on all Speakeasy services and policies. We want to make sure you get the right answer, with the lowest hold times, the first time around.



• We have the more robust, intelligently routed network. With a POP in every major metropolitan area, a NAP in major suburban areas, and a National POP to provide excellent network routing to customers that literally have no other option for quality broadband service. Our partnership with Internap means that your traffic gets to where it needs to be on the Internet quicker than any other ISP;' customer's traffic.



• We provide the most valuable value added services in the industry. Whether it be affordable static IP addresses, UNIX shell accounts, unblocked ports and a support system for running servers from even a residential line, the most updated game servers, or cutting-edge and legal Internet music service, Speakeasy brings you the services that make your broadband worth using.

Answer #1: A breakdown of your initial bill is explained in this section.

Answer #2: Because we invoice your account 30 days before the invoice is actually due, you should always have a balance listed on your account. Please review your actual due date for when this balance is due. For more information, read through the Billing Section of this manual.

Answer #3: If you believe you should return your DSL hardware because you either didn';t order it, or because you are canceling service, please see the specific terms of returns stated on our Hardware Return Form. Please note that there are specific policies in place that your return must meet before we will accept it for credit.

Answer #4: The length of your initial contract with Speakeasy is dependent on the type of service you have (DSL, T1, VPN, etc), the promotions you signed up for (which may have special extended contracts), and the date your order completed. Speakeasy offers a 12-month, 18-month, 24-month, and 36-month contract based on those factors. For complete details about your DSL or T1 contract term with Speakeasy, please see this section of our Terms of Service. For your specific contract end date, please contact Speakeasy Customer Support.

Answer #5: Please see a complete explanation of the rebate process, how check on your rebate status, and how to escalate an overdue rebate in the rebate section of this manual.

Answer #6: This manual contains this helpful section on how to begin troubleshooting your DSL connection in the event you experience an outage.

Answer #7: If your connection is experiencing a slow-down, you have a couple ways of resolving this. First, we suggest reading through this section of the manual, which should take you through resolution of the issue. You can also check out the tweak section of DSLreports.com to ensure your computer is set up to properly handle your broadband connection.

Answer #8: Occasionally issues with a broadband line necessitate specialized work that may or may not be included in the monthly cost of your service. For a chart of those fees, please see this section of the Terms of Service.

Answer #9: We have complete details on how to process an upgrade or downgrade here.

Answer #10: Links to the dialup number search, a download of the dialup software, and helpful configuration guides can be found in the Configuration Information. section below.

• If you are having DSL service installed over a numbered, working phone line (line sharing), click here.



• If you are having SDSL, IDSL, or T1 service, please click here.

The first stage in your order process happens automatically after you place your order. Our system creates your Speakeasy account and places a line order with our vendor. We create your login to MySpeakeasy, your email/dialup/news accounts, and provision one of the IP addresses you have.

This stage is critical, and takes the longest accordingly. A few things are taking place behind the scenes:

• Our line vendor places a request to install service on your phone line with your local phone company.

• Our line vendor finds space for your circuit on their equipment in the C.O. and builds their portion of the circuit with their provisioning equipment.

• The phone company checks your phone line record to make sure there are no impediments to installing DSL service.

The phone company contacts our vendor to let them know two things:

1.) Your phone line can support the service we have ordered for you.

2.) They have a firm order commitment to complete the necessary cross-connects with your phone line that will make the DSL active on your phone line.

On receipt of this news, our vendor initiates the shipment of your self-installation kit. We obtain the tracking number and inform you that this has taken place so that you can be prepared to receive your self install kit.

This is the most important stage in the process. The phone company provides a service order commitment, or SOC, to the vendor. This stage confirms that they have completed the necessary connections.

On Step 5 we provide you a copy of your IP address(es) and the necessary network information that will help you configure your network/computer. This information is sent to your contact email address and provided on your MySpeakeasy page.

At the same time we perform Step 5, your account becomes Active in our system. Activation does not effect whether your service is technically working, but it does mean that you are considered a live customer and we have entered you into our billing cycle. This is the start of your committed term of service with Speakeasy.

Between midnight and 2am on the day after your Speakeasy account becomes activated, the Speakeasy billing system generates your email invoice, which contains: Any hardware and install fees The pro-rated amount of service within that current month And your first full 30-day period of service charge. For more details about how Speakeasy invoicing works, please jump down to the Speakeasy Billing section of this manual on this page.

When you pay your initial invoice, your installation process is complete.

The first stage in your order process takes place without any involvement from you or Speakeasy. Our system creates your Speakeasy account and places a line order with our vendor. We create your login to MySpeakeasy, your email/dialup/news accounts, and provision one of the IP addresses you have.

The phone company contacts our vendor and let’s them know two things:

1.) There is an available, qualified pair of copper wires running from the C.O. to your service address.

2.) A FOC, or firm order commitment, date. This date will be an onsite installation and testing appointment where the phone company will make sure that the necessary connections are made to establish a DSL or T1 signal.

This commitment date is non-negotiable, and cannot be scheduled for a specific day or time of a customer’s choosing. This limitation is due to a number of reasons, the most specific being the telco's inability and unwillingness to schedule line technicians for specific days for these installs. On receipt of this news, Speakeasy saves this date in our database and creates an email notification that we send to your contact email address. This email will let you know what level of involvement we need from you to make this appointment successful. If your presence is required for this appointment, this email will specify as such.

The FOC appointment occurs any time between 8am and 6pm (in your time zone) on the date provided. The following things occur:

• The phone company technicians in your C.O. perform connections between the vendor equipment and telephone company equipment.

• A telephone company technician ensures a solid connection on the ordered pair at both the neighborhood cross-box and your phone box.

• The telephone company technician calls the vendor and a cooperative test is run to ensure this line will support the ordered level of service.

Besides the cooperative test that is run on the firm order commitment, or FOC, date, Step 4 backs up this test with three additional line tests to make sure this line has a consistent line quality. Next, the vendor schedules one of their installation technicians for a weekday installation appointment. We provide this date to you via an automatic email message to your contact address.

Now that your line is ready for installation by a technician, Speakeasy will send you IP address(es) and the necessary network information to configure your network/computer. This information is sent to your contact email address and provided on MySpeakeasy.

The final stage in getting your service working and available for use is the installation appointment we sent to you on Step 4. The technician will call into his support center to communicate the successful installation, which is immediately communicated to Speakeasy. Speakeasy immediately marks your account as active. Activation does not effect whether your service is technically working, but it does mean that you are considered a live customer and we have entered you into our billing cycle. This is the start of your committed term of service with Speakeasy.

Between midnight and 2am on the day after your Speakeasy account becomes activated, the Speakeasy billing system generates your email invoice, which contains: Any hardware and install fees The pro-rated amount of service within that current month And your first full 30-day period of service charge. For more details about how Speakeasy invoicing works, please jump down to the Speakeasy Billing section of this manual on this page.

When you pay your initial invoice, your installation process is complete.

• If you are having DSL service installed over a numbered, working phone line (line shared), click here.



• If you are having SDSL, IDSL, or T1 service, please click here.

Inline Phone Filter	Wall Mounted Phone Filter

• Faxes and answering machines.
• Computers with dialup modems.
• Satellite or pay per view cable services that connect to this phone line.
• Telephony Devices for the Deaf.
• Anything else that plugs into a phone outlet.

• The technician will tone the line from the phone box to the phone jack you request the installation to occur on. This test ensures your internal wiring will support the service.



• Next, the technician will install a dual Ethernet-phone jack.
• In the final steps of the installation, the technician will connect the Ethernet cabling to the pre-configured router or bridge, and test the connection to the Speakeasy network with his/her laptop computer.

• Ensure you have filters installed on all devices that are on the service phone line. This means on all phones, fax machines, or other devices. Double-check your TCP/IP settings on your computer(s).



• If you have received the ZyXel 645M Modem, ensure you are using the short RED or grey Ethernet cable between the modem and your computer/hub/internal router. The RED cable is different from standard Ethernet cable, and must be used in this specific location.



• If you have more than 5 filters installed on devices connected to this phone number, please contact Speakeasy Customer Support to arrange for a professional installation. Per the Terms Of Service, no more than 5 devices can be connected to a self-install ADSL line. Please note that a professional installation is billable. Pricing information on this install will be available from the representative you speak with.

• If you have ADSL: Call your phone company and let them know that your voice service is down. It is best to not mention that you had a new DSL installation, as this can often confuse the phone company reps into thinking that you want to cancel your DSL. There is very little that our Vendor can do to affect your phone line during installation, so the outage of your voice service is more than likely something the phone company will need to resolve.



• If you have SDSL, IDSL, or a T1: Contact Speakeasy Support immediately so that we can have the technician return that day to repair your phone line. This problem is more than likely the result of the technician failing to properly connect your voice line at the new wall jack, and is easily resolved.

• DSLReports: This is a third-party broadband ratings site that is often used by consumers looking for the best high-speed connection. They can be found here: http://www.dslreports.com



• MySpeakeasy: Speakeasy maintains our own account rating system in MySpeakeasy. Each month you can rate your Speakeasy service. These reviews and ratings are reviewed frequently by Speakeasy management and help us improve your service.

• Reboot your computer by shutting it down as you normally would, and then restarting it.



• Reboot the DSL modem by switching the power switch to the "off" position, waiting 3-5 seconds, then returning the switch to the "on" position. In most cases, the power switch will be found on the back of the device, usually on the same face as the ports for the DSL line and network connection. Please refer to the hardware documentation for more detail.



• If you connect via any sort of intermediary device, such as a hub, router, proxy computer, hardware-based firewall etc, then you will want to reboot these devices as well, in case a problem with them is interrupting your connection to the Internet.

• On most DSL modems, a red light or no light at all indicates a problem.



• An outage on the local network side, ENET or LAN, indicates that there is a problem with the physical connection itself between the DSL modem and your network or your computer (see Step 3 below). If your modem has both "LAN10" and "LAN100"; lights, only one would be lit in normal circumstances.



• An outage on the DSL side, DSL or WAN, indicates that the DSL modem cannot connect to the DSL hardware in your Central Office (CO). This could indicate either a problem with the CO hardware, or simply a loose connection between your DSL modem and the wall-jack (see Step 3 below)

• Check to make sure that you have the correct IP address and DNS assigned to your computer. If you do not have your correct IP and DNS info handy and you have dialup service with your DSL package, you can find these numbers after logging into MySpeakeasy. They appear on the Installation Status page.



• The process to check your IP configuration varies depending on your computer Operating System. Please keep these tips in mind: If you are not familiar with how to verify your IP and DNS settings in your Operating System you can find complete walkthroughs for most major OS' by visiting this page. Alternately these can be found in MySpeakeasy in the Customer Service section under KnowledgeBase.



• If there are multiple computers sharing your DSL line, make sure that no two of them are using the same IP address.



• Ensure you are using the correct, Speakeasy DNS server. You can verify these numbers after logging into MySpeakeasy. They appear on the Installation Status page.



• If you are using Windows 95 through 2000/NT, it will require you to reboot your computer if you make any changes to your TCP/IP configuration, so you will want to save any open applications beforehand.

• The Network Interface Card (NIC) or USB port (as appropriate)



• Both the Ethernet/USB port and the DSL ports on your DSL modem



• The connection between the DSL modem and the wall-jack



• If you are using a hub, router or proxy, check the ports where your computer connects to the device, and where the device connects to the DSL modem.



• Bypass your firewall. If you are using a hardware-based firewall, bypass it and connect your computer directly to the DSL hardware. If your firewall is software-based, disable it temporarily. Since all data coming into your computer from the Internet should be passing through your firewall, a configuration or other error in the firewall can create the appearance of a DSL outage.

Step 5: Check Speakeasy System Status

Speakeasy's System Status will help you determine if an outage is confined to your line, or is part of a larger outage in your area. It will also help you to stay informed about the latest developments during a system outage. There are two ways you can access Speakeasy System Status:

• Online: You can access System Status via your web-browser in MySpeakeasy, and clicking on the System Status link. The System Status will keep you informed about any ongoing network outage or planned maintenance that may affect your service.



• On the phone: If you call into our Customer Service Center, you can check our System Status by listening for the option from the main menu. The menu changes periodically, so be sure to listen for the correct selection.

• Modem light-status.



• How long the problem has been going on.



• And specify if the service is down altogether, or is simply running much slower than it should be.

• Switching the power switch to the "off" position



• Waiting 3-5 seconds,



• Then returning the switch to the "on" position.

Step 4: Perform a speed test

Assuming you have already performed a speed test to determine that your connection was suffering

• Modem light-status.



• How long the problem has been going on.



• And specify if the service is down altogether, or is simply running much slower than it should be.

Technical Contact: HS1672-ORG
Primary NameServer Hostname: ns1.speakeasy.net
Primary NameServer address: 216.254.0.9
Secondary NameServer Hostname: ns2.speakeasy.net
Secondary NameServer address: 216.231.41.19

Incoming Mail Server: mail.speakeasy.net
Outgoing Mail Server: mail.speakeasy.net
Email address: yourusername@yourdomainaddress.com

3am, 7am, 11am, 3pm, 7pm, 11pm (PST)

4:40am, 12:40pm, 8:40pm (PST)

3:30am, 7:30am, 11:30am, 3:30pm, 7:30pm, 11:30pm (PST)

3am, 7am, 11am, 3pm, 7pm, 11pm (PST)

• 150 hours of 56k dialup service per month
• The ability to purchase more dialup hours, if necessary, each month.

• Dialup speed is incredibly dependent on the quality of your phone lines.



• Many phone lines are unable to support the fastest dialup connect due to phone company electronics on the line, static, or ambient noise. If you are receiving less than 28.8k in download, you can contact your phone company to have them improve your line quality.



• Due to FCC regulations, you will only ever be able to achieve a maximum of 53k download. While your modem and our modems will run 56k, the phone lines simply will not.

• Your username is incorrect. Make sure you are properly spelling your username, in all lowercase letters, and formatting as such: username@speakeasy.net.



• Your password is incorrect. Make sure you are properly spelling your password in the same case that you set it up as. This means putting all lowercase and uppercase letters and numbers in as the password was set up with.

• Speakeasy dialup connections are limited to one connection per unique login (username/password). In other words, no sharing usename/passwords for simultaneous dialup connections. You will be disconnected if your username/password is in use by another connection.



• There is a 15-minute idle time. This means you cannot leave a connected dialup connection in idle (not actively passing traffic) for more than 15 minutes. After 15 minutes your account will be automatically disconnected from the service.



• There is a 12-hour limit to constant use. This means that after 12 hours of constant connection to Speakeasy's dialup service, your 33 session will be terminated. You can choose to reconnect, but the total length you can remain connected to the service at any give time is 12 hours.



• You have exceeded the 150-hour monthly limit. This disconnection is typically preceded by an email when you have reached 80% of this limit, so this should not come as a total surprise.

	Yes: This problem is more than likely caused by something on that person’s end. This means you should have them double check that they are correctly typing your email address, or have them check with their ISP as to why their mail is failing to hit our email servers. If the problem persists, see the below steps for resolution.
	No: This eliminates the email sender as the cause of the mail failure. Read on for further suggestions.

	Yes: It's possible that you have a filter or mail rule that particular messages match, therefore filtering the messages into folders. Please check your folders to check for unread messages. Additionally, remove all filters temporarily to see if that step results in you receiving mail properly.
	No: This eliminates any customer initiated mail rules as the cause of the mail failure. Read on for further suggestions.

	Yes: There is quite possibly a configuration error that is preventing you from receiving your messages. Please check out our Helpful Tools section in the Appendix for common email walkthroughs. Additionally, the company that you purchased/downloaded said mail program from will be able to resolve any mail client configuration problems that you are unable to resolve through their help files.
	No: This eliminates possible email client misconfiguration or software problems. Read on for further suggestions.

	Yes: If you have checked the preceding three failure points, please contact Speakeasy support. We will be able to rebuild your email account or determine any errors that are causing the mail receipt error.
	No: Please reset all this information. It is important that you correctly type your password (which is case-sensitive) and your username for mail to be received correctly.

	Yes: There is more than likely an error with how your email client is configured. Check #3 below, and if the problem persists, contact the manufacturer of your email client for further assistance.
	No: This eliminates your mail client configuration as the cause of the problem. Read on for further suggestions.

	Yes: If this is the case, you should be receiving an error or mail failure receipt. This error message, while sometimes confusing, will contain the reason that the message is not going through. Please carefully review this error message and correct any misspellings. If the issue is still not resolved, please read on for more suggestions.
	No: This eliminates any typos or the chance that this particular domain is not accepting email. Read on for further suggestions.

	Yes: This eliminates the chance that you have the incorrect method of mail handling selected in your email client. Please read #4 for one last thing to check.
	No: It is required that you set this option up correctly in your mail client. Different mail clients refer to this setting as different things. Please check this page for information on why this is important, and how to make sure this is selected on your mail client.

	Yes: If you have checked the preceding three failure points, please contact Speakeasy support. We will be able to rebuild your email account or determine any errors that are causing the mail receipt error.
	No: Please reset all this information. It is important that you correctly type your password (which is case-sensitive) and your username for mail to be received correctly.

• Authentication is based on Speakeasy username (in the username@speakeasy.net format), and the password you previously used for your dialup.



• News throughput is uncapped, but please keep in mind that each customer only receives 1GB of download quota per month.



• If you would like to increase this quota, you can do so by logging into MySpeakeasy, and clicking the Upgrade News Quota link in Manage Existing Services.



• Retention of the news feeds is based on total traffic, server load, and postsize for a given newsgroup.


Please be aware that any other restrictions or terms relating to usage or privacy can be found here.

• Not typing your username out as username@speakeasy.net



• Not having a password setup for News service. In this situation, you will need to contact Speakeasy Customer Support so that a password can be created for you.



• Not selecting the option in your newsreader that states, My ISP requires Authentication.

• Speakeasy begins billing your package when it is activated in our system (i.e. The day our vendor declares your circuit installed, inbound switch completed, or your Dialup, Rainmail, Domain Hosting, or other service account created.)



• We invoice your bill account 30 days prior to the start of each regular monthly service period.

• Sent a monthly invoice to the billing email address we have on file.
• Set up for Autorenew

• A pro-rated charge for the current month of service
• Your second month of service
• The FUSF for each period.

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This image and the following information should help you read and understand your Speakeasy invoice:




Invoices Explained: Image Key

#1: Name and Address information:
This section lists the responsible billing contact listed on this account, and the billing address we have on file.

#2: Invoice Date:
This is the date the invoice is generated.

#3: Due Date:
This is the date that payment on this balance is due by.

#4: Balance Forward:
This section details any charges from the previous billing period, as well as any Payments. The Balance Forward is any remaining sum of money owed on the account.

#5: Current Charges - Line Items:
Every package of service you purchase from Speakeasy is listed as a "line item" on your invoice.

#6: Current Charges - Service Period:
Every line item will also have an associated "service period," which is the period of that service you are paying for on this invoice.

#7: Total Current Charges:
This is the total of all the line item charges on this invoice.

#8: Account Balance:
The account balance is the total current charges on this invoice, combined with the Balance Forward.

---

• You have an open vendor trouble ticket: When your trouble ticket is opened, you should request that a temporary suspension of billing (referred to internally as a Good Faith Extension) for one week.



• You have sent a check payment, but it will arrive after your due date.



• You have an overwhelming account balance and want to arrange a payment plan. In any of the aforementioned situations, you should contact Speakeasy Customer Support immediately so that a billing representative can assess the situation and properly set your account up for a temporary billing suspension.

• Rebate forms should be submitted as soon as possible after you receive your broadband modem; you should NOT wait until installation/activation is complete.



• Status on a rebate can be found here, but allow 4 weeks from postmark date for status to first appear here.



• Rebates are mailed 8-10 weeks after activation. What this means is that, for instance, if a customer orders on Dec 12, and mails their rebate form the next day, the soonest they will see their rebate status online will be Jan. 13; if their order is activated Dec 28, they will not likely see their rebate check until at least Feb 28 and it could be up to Mar 15. Until the point the check is printed and mailed, the online rebate status will say 'in process'.

• You have submitted the rebate form, and have called the rebate center to check status but rebate center doesn't have record of your submission AND it is longer than 8 weeks since you were installed.



• You received rejection postcard because you submitted the wrong form, put the wrong information on the right form, etc.



• You were denied the rebate for a reason that doesn't make sense.

POP stands for Point-Of-Presence, which is where your circuit and those of others in your region are connected from the Covad backhaul network to the Internet. Here's how the network map breaks down.



We haven't removed any of the steps, but we made your delay in connecting to the second-to-last one, {ATM Network}, a lot shorter. Provisioned: We use this term to refer to any service, within a package you purchased, that has been set up as active in our system. If you have a service that is “provisioned” you should be able to use it immediately.