North Atlantic Networks (support/faq)


		FAQ General \| Customer Support \| Engineering \| Provisioning \| Sales \| Finance Customer Support Q: What is North Atlantic Networks's support email address? Q: What is North Atlantic Networks's online support URL? Q: What is the address for North Atlantic Networks's online ticket database? Q: I need support. What should I do? Q: My leased line is down, what should I do? Q: I have a problem. What should I do? Q: My web site is down, what should I do? Q: When I try to send email it sometimes doesn't work. Why is this? Q: Who is responsible for supporting my local Internet software? Q: Can North Atlantic Networks help me install new Internet applications? Q: Will North Atlantic Networks assist in installing software for telecommuters or on corporate laptops? Q: How do I make sure my DNS record is current and accessible prior to a transfer? Q: How do I get detailed information about my domain name? Q: What is NATO? Q: What are North Atlantic Networks's name server names and IP addresses? Q: How can I add / remove an email from my domain? Q: How can I change the Administrative or Technical Contact on my North Atlantic Networks account? Q: Can North Atlantic Networks help me set up my email program i.e.. Outlook, Outlook Express, Eudora, etc.? Q: Can North Atlantic Networks help me set up my dial-up account on my PC / Laptop? Q: Where can I find a listing of the North Atlantic Networks's Regional dial-up numbers? Q: I keep receiving "no transport provider" error messages when I send email. Why? Q: I thought my Internet connection was supposed to be faster? Q: Why are my Internet speed results different every time I run the test? Q: What is North Atlantic Networks's support email address? A: support@nan.com Q: What is North Atlantic Networks's online support URL? A: http://www.nan.com/supportrequest.html. Q: What is the address for North Atlantic Networks's online ticket database? A: http://tickets.nan.com. Q: I need support. What should I do? A: North Atlantic Networks provides emergency support 24 hours a day, 7 days a week, 365 days a year. Call 508-339-0482 and select the support option. Emergency support is defined as a leased line down, corporate email services down, or a web site not responding. Non-emergency support is provided Monday through Friday from 8 AM to 5 PM. Be sure to get a ticket number for your issue and retain it for reference. Q: My leased line is down, what should I do? A: First, ensure your router has power and it status lights are on. On the back of the router, if you see any lights other than green (for example yellow or red) you may indeed have a problem. Be sure your local network is not experiencing problems-check this by trying to get to the Internet from another PC for example. If the problem persists, contact North Atlantic Networks. Q: I have a problem. What should I do? A: Call North Atlantic Networks and open a trouble ticket. Be sure to request the ticket number for reference. Q: My web site is down, what should I do? A: First, be sure it is not your local network or Internet connectivity that is down. Try another PC, or if possible another way to the Internet first. In many cases, failure to pay yearly fees to domain name registrars results in a site being inaccessible. Otherwise, contact North Atlantic Networks immediately. Q: When I try to send email it sometimes doesn't work. Why is this? A: First, ensure you have connectivity. You can do this by trying to browse to a site on the Internet, or by asking other users if they are experiencing problems. Also, you should always check your email before trying to send email- North Atlantic Networks servers verify your account when you check email, and, later, when you send, the servers already know who you are. Q: Who is responsible for supporting my local Internet software? A: Your local MIS department. North Atlantic Networks is only responsible for maintaining connectivity to the router. Q: Can North Atlantic Networks help me install new Internet applications? A: No. North Atlantic Networks can only support you to your router. Your MIS department may contact North Atlantic Networks when beginning a project for brief consultation. Q: Will North Atlantic Networks assist in installing software for telecommuters or on corporate laptops? A: No. North Atlantic Networks will only answer general questions about software installation and how it relates to the Internet. North Atlantic Networks cannot assist in a step-by-step installation of, for example, VPN software on a laptop to connect back to the corporate backbone router, which gets it connectivity from North Atlantic Networks. Q: How do I make sure my DNS record is current and accessible prior to a transfer? A: It must not be on hold with your current registrar, it must not be expired, and it should have been registered at least two months ago. Finally make sure that the email address associated with the domain name's administrative contact is valid and can send and receive messages. If you have questions, please contact North Atlantic Networks for additional information Q: How do I get detailed information about my domain name? A: You should first find out who your domain name registrar is. Search for your domain name using the "whois" function at one of these registrars: www.verisign.com (formerly Network Solutions), www.registrar.com and www.better-whois.com. One of these is likely to be your registrar. Save a copy of the detailed information for later use, and if you are switching to North Atlantic Networks, forward a copy to North Atlantic Networks at support@nan.com. Q: What is NATO? A: NATO stands for "North Atlantic Tickets and Ordering" - North Atlantic Networks's order entry and trouble ticket tracking system. Customers may gain access to this system to check the status of an open ticket or follow the progress of an order. For more information contact your North Atlantic Networks Account Executive or North Atlantic Networks directly. Q: What are North Atlantic Networks's name server names and IP addresses? A: The North Atlantic Networks name servers are as follows: ns1.nan.com - 207.180.2.30 (Master) ns2.nan.com - 207.180.2.170 (Secondary) Q: How can I add / remove an email from my domain? A: For any requested changes /additions/deletions to your domain, the request will need to come in via email from your administrator to support@nan.com or via Fax on Company Letterhead to 508-339-0176. Q: How can I change the Administrative or Technical Contact on my North Atlantic Networks account? A: You will need to Fax the following information to North Atlantic Networks on Company Letterhead to 508-339-0176: Name Company Address Phone number with Extension Email Address Copy of a Photo ID Q: Can North Atlantic Networks help me set up my email program i.e.. Outlook, Outlook Express, Eudora, etc.? A: Unfortunately North Atlantic Networks does not provide desktop support services. We do however provide a' step by step walkthrough located at www.nan.com/support . If you need further assistance we recommend you visit Microsoft's Support Site http://support.microsoft.com or Eudora's Support Site http://www.eudora.com/techsupport/ Q: Can North Atlantic Networks help me set up my dial-up account on my PC / Laptop? A: Unfortunately North Atlantic Networks does not provide desktop support services. We do however provide a step by step walkthrough located at www.nan.com/support . If you need further assistance we recommend you visit Microsoft's Support Site http://support.microsoft.com or if you are using a Macintosh Computer please visit http://www.info.apple.com Q: Where can I find a listing of the North Atlantic Networks's Regional dial-up numbers? A: You can find a complete listing of all our New England regional dial-up numbers located at http://www.nan.com/support/dialuplist.htm< Q: I keep receiving "no transport provider" error messages when I send email. Why? A: This problem is a known issue with Microsoft Outlook clients. It is most prevalent with Outlook 2000 on all OS platforms (95/98/ME/2000/XP). In most all cases Outlook is configured for "Corporate or Workgroup" mode versus "Internet Only" mode. Outlook is basically looking for an Exchange Server but is configured to use POP messaging as its primary mail transport. Microsoft does not support POP mail and Exchange in the same mail profile. If you must use the "Corporate or Workgroup" functionality but use POP mail for your email, you must configure two separate Outlook profiles: one for Corporate or Workgroup functionality and one for Email. This will require you to logout of Outlook and log back in selecting the appropriate mail profile. This is a know issue within Outlook. To determine your installation type, click Help/About when running Outlook 2000. Please refer to the following Microsoft Knowledge Base articles for more information on why this occurs and how to switch between "Corporate or Workgroup" and "Internet Only". http://support.microsoft.com/default.aspx?scid=kb;en-us;195507 http://support.microsoft.com/default.aspx?scid=kb;en-us;197417 http://support.microsoft.com/default.aspx?scid=kb;en-us;245446 Q: I thought my Internet connection was supposed to be faster? A: Speed results can vary for a number of reasons: 1. Your browser. The program accessing the Internet needs to process the data. Newer browser versions tend to work better than older versions. 2. Other software. Programs like ad blockers and virus scanners process it first. 3. Operating system. Older OS's such as Windows 95, Windows 98 and Windows ME are not optimized by default. Newer OS's such as Windows 2000 and Windows XP inherently require more robust hardware to be able to run properly and thus your Internet connection will be significantly better from those machines to the same sites. 4. Your hardware. The LAN card (10 MB or 100 MB), LAN card drivers, amount of system memory, slower processors (P II's and P III's) and older motherboards with older chipsets can have an impact on your connection speed. 5. Your LAN. If you are on a LAN, common at offices, other users share the connection with you. 6. Router to router. Your data gets passed from router to router, how many depends on how many networks away the end server is. 7. The end connection. Whatever server you are accessing needs to have a connection and it too can get clogged with traffic. 8. The end server. The server your computer is communicating with on the other end has the same speed factors like OS, LAN, and hardware. Try running your Internet speed connection tests from several PC's in your office and make note of the results and the PC configurations that you tested from. Most likely you will see significant differences between newer and older machines. Q: Why are my Internet speed results different every time I run the test? A: The varying amount of data traffic on the Internet (and your own LAN if applicable) affects the speed of any connection at any given time.