Internet Access Support
Please read the following information to solve your problem quickly. If these
solutions do not solve your problem, please call 610-444-9008. Support is available 24/7. You
can also email support@BeaconNet.com.
The FIRST thing you should try:
The vast majority of Internet connection problems can be solved by rebooting
your computer and modem. Before going any further, turn your computer completely
off. If you have an external modem or a DSL modem, turn it off too. Next, if
applicable, turn
the modem on. Then, turn the computer on. You will probably find that your
problem is solved. If not, the following tips may help:
Dialup username and password errors:
If you are a dialup customer getting password errors when you try to connect to
the Internet, make sure your dialup username is in the format "username@kennett.net"
without the quotes (the @kennett.net part is required for our new modem pools).
Dialup connection problems and dropped calls:
First make sure you are calling the best local access
number.
Next, pickup a telephone on your dialup line and make sure you hear dialtone.
You should not hear any buzzing, hissing, or static. If you do, there is a
problem with your phone line. It could be water in the line or NID, a short, or
some other wiring problem. You will need to call Verizon and request a Line Test
or contact an electrician. You can explain to them the strange sounds you are
hearing.
If you have voicemail from your phone company, it can interfere with your modem.
You will need to place two commas (,,) before your dialup number and disable
modem dialtone detection, or simply delete your voicemail before connecting to
the Internet.
If you have Call Waiting from your phone company, it can cause your Internet
connection to fail. To disable Call Waiting while you are on the Internet, place
star-7-0-comma (*70,) before your dialup number.
If your modem will not dial, especially after a thunderstorm, it could have been
damaged by an electrical surge. Modems are susceptible to surges over both power
lines and phone lines. Your modem will need to be replaced.
Beacon's computer service technicians can
provide both materials and labor to replace your modem and install a special
surge protector that will help resist both power and phone-based electrical
surges.
Voice-Over-IP (VOIP) services like Vonage and Comcast Phone Service are not
supported over dialup, and vice versa.
Email Settings and How to
Configure a New Email Account
Spam and System Abuse
Stuck Email and Repeating Email:
If your email appears stuck, especially if you are a dialup user, be patient. In
most cases, this means someone has sent you a large attachment, such as digital
photo files.
If your email is not responding after 15 minutes and you keep re-downloading the
same messages repeatedly, there is probably a message that is really
stuck. This usually happens if your antivirus program has trouble understanding
a message. You can delete your stuck messages through webmail. Log into
Beacon Webmail
and delete every message you do not absolutely need to keep. If a message has a
paper clip icon, that means it has an attachment and could be too big for your
dialup connection. You will want to delete this message and inform the sender
that it is too big. After all messages are deleted, log-out of webmail and try
your email program again. It should work much better now. If you are still
having problems, reboot your computer. To test, send yourself an email and see
if it arrives in your inbox after a few moments. (You may need to hit the
Send/Receive button a few times.)
DSL Problems:
If you have already tried rebooting your DSL modem and computer, reboot any
other network equipment you may have installed, such as a hub or switch. Try
starting only one computer and see if the connection works with one computer on.
All Beacon DSL modems have an indicator light labeled "Ethernet," "Eth," "LAN,"
or "Local." This light must be green in order for the Internet to work on your
computer. If it is not green, it almost always means that the DSL modem is
physically not connected to your network or your computer. Usually this happens
when the DSL modem is moved or rearranged, as the cable can be accidentally
unplugged, or an incorrect cable type can be be installed.
For more assistance, please call 610-444-9008. Support is available 24/7. You
can also email support@BeaconNet.com.
