|
Questions About Our
Service
- Can I get a stable
connection using wireless technology?
- Can I upgrade my
account to a higher speed?
- Can I get a static IP
for my account?
- Is my wireless
connection secure and safe from hackers?
- Can I have more than
one person logon with my user ID?
- Can I use my account
at all StCroixNet.com locations?
- How can I use
StCroixNet.com's service when traveling?
Most Common Support Questions
- I am unable to send or
receive email using a mail client
- I am unable to log on
to StCroixNet.com, "Invalid username/password"
- I am unable to connect
to the wireless connection or have low
signal strength
- I am connected and have
signal, but am experiencing slow
connection speeds
Setup and Installation Questions
- How do I install a
wireless card?
- How do I install a
wireless USB adapter?
- Do I have to be logged
into StCroixNet.com's service to get my email?
- What is the maximum
size of a file or attachment that I can
send via email?
Hardware Questions
- How does a wireless
card work?
- What type of equipment
is compatible with StCroixNet.com's service?
- How do I update my
equipment's device drivers?
- How often should I
update my equipment's device drivers?
- Can I change my
hardware?
- Who do I call to
support my equipment?
Connection and Signal Questions
- What do I do if I have
an active account and cannot log on?
- What do I do if I have
a slow connection?
- What do I do if I lose
my signal?
- How can I increase my
signal strength?
- What is the minimum
signal strength to get connected?
- Does a low signal
strength mean that I am connecting at a
slower connection rate?
- What is the normal
connection rate for my wireless account?
- How do I know if I am
connected to the Internet?
- I'm only getting 50 KB
per second speed, why is this slower
than my 56k dialup?
Other
Questions
- How many email
addresses do I get with my account?
- What happens if I
forget to log out?
- What happens if I
forget my password?
- Does my account have
any session limits?
- Can I use FTP with my
account?
- How do I use FTP to
transfer a file?
- Do I have to logout to
deactivate my account?
- How do I cancel my service?
Questions About Our
Service
1. Can I get a
stable connection using wireless
technology?
Certainly! StCroixNet.com works with our
Roaming Providers to help place
transmitters in locations that will
maximize our coverage and minimize
disruptions in our customers' service.
While fluctuations in signal strength
are normal, and may require the use of a
high-powered wireless card or high-gain
antenna, we strive to make your
internet experience as worry-free as
possible.
TOP
2. Can I upgrade my
account to a higher speed?
No. The speed of your connection is
dependent upon the type of circuit
providing Internet access to the radio
at your location. StCroixNet.com does
not regularly throttle or reduce
connection speeds.
TOP
3. Can I get a
static IP for my account?
Unfortunately, static IPs are not
available at most locations. Please
contact the owner of the Hot Spot in
question for details about that specific
location.
TOP
4. Is my wireless
connection secure and safe from hackers?
Your connection is NO more prone to
hackers than a hard-wired connection
such as cable or DSL. Generally it is a
good idea to turn off File and Print
Sharing when it is not actively being
used.
TOP
5. Can I have more
than one person log on with my user ID?
StCroixNet.com currently does not support
concurrent logins from different
computers.
TOP
6. Can I use my
account at all StCroixNet.com locations?
If you already have your computer
set up to use StCroixNet.com service, you can
use StCroixNet.com at any of our locations!
Simply turn your computer on and log in,
and your computer will have a high-speed
connection to the internet.
TOP
7. How can I use
StCroixNet.com's service when traveling?
- If you have a "Partner Roaming"
you can use your connection at any
StCroixNet or AirPath HotSpot. If you
have a
"Global OffNet Roaming" account,
in addition to the above, your account will work at any
OffNet roaming partner HotSpot. (see
HotSpots)
TOP
Most Common Support Questions
1. I am
unable to send or receive email using a
mail client
- Make sure user is logging in to
StCroixNet.com before attempting to send mail.
***You must be logged in to send
email!***
- Make sure the user's mail servers
are set up correctly in the mail client
(i.e. Outlook).
- Can the user browse? If not, then
the user is not connecting to
StCroixNet.com's
service.
- Most ISP's will not allow you to
"Relay" (send mail through their SMTP
server from an outside network) without
authenticating. Typically this
means using the same username and
password you use to check your mail for
outgoing messages.
TOP
2. I am
unable to log on to StCroixNet.com, "Invalid
username/password"
- Is the end-user including the EUID
in their username? i.e. If your
EUID is "joescoffee" the user will enter
"username@joescoffee"
TOP
3. User has
no signal
- Check the wireless card
configuration under Network Properties.
The SSID must be
stcroixnet.com (all lowercase
letters). The Mode must be set to
Infrastructure. WEP Encryption
should be disabled.
- Have the user check their
surroundings for possible sources of
interference. Anything emitting RF
signals could be a cause for a reduced
or nonexistent signal. The worst
offenders are ham/amateur radio
equipment and cordless phones. (2.4 GHz
phones are especially notorious for
knocking users offline)
- Make sure the wireless card
is installed properly and detected by
the operating system. If need be, reinstall device
drivers.
- Your wireless interface may be
under-powered or your antenna may be too
close to the waterline. (see
Products...)
Back to top
4. User has signal, but
complains of low connection speed
- Have the user check their
surroundings for possible sources of
interference. Anything emitting RF
signals could be a cause for a reduced
or nonexistent signal. The worst
offenders are ham/amateur radio
equipment and cordless phones. (2.4 GHz
phones are especially notorious for
knocking users offline)
- Have the user ping their gateway to
test the connection. This tests the link
between the client adapter and the
wireless access point.
- This is rarely a symptom of a
problem on the StCroixNet.com network. It is
typically caused by a bottleneck
elsewhere on the Internet. For instance,
if the user is attempting to access a
server that can only transmit at
100kbps, they obviously won't be able to
make full use of a 1.5Mbps connection.
Have the end-user try browsing to other
sites to see if the issue is global or
restricted to a few sites.
- Your wireless interface may be
under-powered or your antenna may be too
close to the waterline. (see
Products...)
Back to top
Setup and Installation Questions
1. How do I install
a wireless card?
- You need to first install your
device drivers. They are on the disk/CD
that came with your card. After
installing your drivers, you will want
to shut down your computer, insert your
wireless card, and restart. Your
computer should detect new hardware and
offer to search for the correct drivers.
It will find them, and you will be able
to use your new hardware.
When setting
up your wireless card, you will be asked
for two settings. The SSID needs
to be set to stcroixnet.com (this must
be all lower-case letters). The mode
needs to be set to Infrastructure.
WEP Encryption
should be disabled.
TOP
2. How do I install
a wireless USB adapter?
- You need to install your device
drivers before plugging in your
USB device. Insert the disk or CD that
came packaged with your USB adapter and
install the drivers from that disk.
Then, after shutting down your computer,
plug in your USB device and restart.
Your computer should auto-detect the new
hardware and offer to search for
drivers. After it finds them, you will
be able to use your USB device.
When
setting up your USB adapter, you will be
asked for two settings. The SSID
needs to be set to stcroixnet.com (this
must be all lower-case letters). The
mode needs to be set to
Infrastructure. WEP Encryption
should be disabled.
TOP
3. Do I have to be
logged into StCroixNet.com's service to get my
email?
- Yes, when connecting through
StCroixNet.com
you must have logged in to access email.
Note: End-Users are not
provided an email address by
StCroixNet.com.
TOP
4. What is the
maximum size of a file or attachment
that I can send via email?
- The maximum size of email
attachments is dictated by the mail
server through which you send your
messages. We do not provide an
SMTP server
TOP
Hardware Questions
1. How does a
wireless card work?
- Your wireless card works similarly
to a wired network card. It sends and
receives data packets at high speeds.
Instead of sending these packets down a
wire, your card uses radio signals to
communicate with our equipment.
StCroixNet.com's radios then send your data
through our Wireless Backbone out to the
internet.
TOP
2. What type of
equipment is compatible with
StCroixNet.com's
service?
-
Any 802.11b or 802.11g equipment with
sufficient power. (see
Products...)
TOP
3. How do I update
my equipment's device drivers?
- Periodically, equipment
manufacturers will issue updates to
existing device drivers. These updates
exist to enhance the performance of your
equipment. Typically, such updates will
be posted to the manufacturer's website.
From there, you will be able to download
the proper drivers. Installation
instructions will be provided either on
the website or with the downloaded
files. Simply follow the manufacturer's
instructions.
TOP
4. How often should
I update my equipment's device drivers?
- It is a good idea to update your
drivers any time the manufacturer issues
new drivers. New drivers issued by the
manufacturer often contain minor bug
fixes and upgrades to existing
configuration software. However, if your
equipment is running smoothly, there is
no immediate need to upgrade.
TOP
5. Can I change my
hardware?
- As long as the hardware you change
to is compatible with StCroixNet.com's service,
you may change your hardware at any
time.
TOP
6. How do I get
support for my wireless card or antenna?
- Please refer to the manufacturer's
instructions for support. If you
purchased the card from StCroixNet.com,
the information is listed below.
SMC Support Site
Below are a few tips on how to get the
most out of your Technical Support call.
As our agents are unable to be on-site
with you, they will need your
co-operation to help in the
troubleshooting process.
- Use our supporting material:
Did you read the manual? Have you
tried SMC's online support material
and tools? Try doing this first,
more often than not you can solve
your own problem by spending a few
minutes online or looking at your
product manual.
- Be Prepared: Solving
technical issues requires
information; the more information
you can provide to your Support
agent the better. Here are a few
things you should have ready:
- Product Information:
- Model No., Part No., and
Serial No. (typically
located on a label on the
bottom of your SMC product)
- Firmware and/or Driver
version information
- Good description of your
computing environment: What are
you using in your network? For
PC's please be ready to provide:
- Hardware description
- OS description
- What were you doing when the
problem occurred?
- Specific steps that you
took before the problem
occurred.
- Error Messages: Often
you will have received an
error- message. Please make
sure to note that message
(It can be very useful to
have made screenshots of
these error messages.)
- With what frequency are
you experiencing the
problem?
- Understand the SMC Technical
Support system: Our Agents are
very talented, and will try their
best to solve your issue on the
first call. If they cannot, they
have the support of senior engineers
who will then be asked to assist in
the analysis. Your problem is our
problem, we will find a solution!
Phone: (800) SMC-4YOU (800-762-4968), Monday - Friday
7:00am - 4:00pm PST
TOP
Connection and Signal Questions
1. What do I do if I
have an active account and cannot log
on?
- Occasionally you may find that you
have an adequate signal, but are unable
to log on or browse. If this is the
case, please follow our online
instructions to fix this problem. To
find the proper instructions, please
click on your operating system in the
list below.
TOP
-
2. What do I do if I
have a slow connection?
- Slow connection speeds are often a
result of heavy traffic elsewhere on the
internet. Often the speed of the server
you are trying to access does not use as
much bandwidth as your connection is
capable of handling. To find out if the
problem exists on our network, do the
following:
- At a command prompt, type:
ping 208.13.6.105.
- At a command prompt, ping the
address you are trying to access,
i.e. ping www.yahoo.com.
Anything under 300ms return time is
an acceptable response to the first
test. If your response time is much
higher on the second test, you know the
problem exists outside our network.
TOP
3. What do I do if
I lose my signal?
- Check your wireless card or USB
adapter -- there should be a link light.
If this light is not lit, then you are
not picking up a signal. In order to fix
this problem, please select your
operating system below for a
step-by-step walk-through.
TOP
4. How can I
increase my signal strength?
- Check your surroundings for anything
that might impede your signal. Some
things you may find that can interfere
with wireless signals are pillars or
stanchions and potted plants. Also,
several wireless cards on the market are
built to boost your signal. If your
signal is not strong enough for your
liking with your current card, you might
consider looking for an adapter with a
greater signal gain as an alternative.
TOP
5. What is the
minimum signal strength to get
connected?
- Typically, we try to provide you
with a signal strength of at least 40%
or more to make sure that your internet
experience is the best possible. We have
seen browsing at strengths as low as
30%, however.
Keep in mind that
different cards or drivers may report
different strengths at the same
location. Use your signal meter only as
a rough guide for troubleshooting.
TOP
6.
Does a low
signal strength mean that I am
connecting at a slower connection rate?
- If you are experiencing slow
connection speeds, low signal strength
could be the cause. However, low signal
strength does not always mean slow
speeds. If you are able to connect at a
reasonable rate, the signal strength is
irrelevant.
TOP
7. What is the
normal connection rate for my wireless
account?
- Connection speed is dependent upon
the type of circuit that is providing
Internet access to the radio at your
location. Your actual speed may be
affected by the number of StCroixNet.com
customers accessing the Internet at your
specific location, as well as traffic
across the internet as a whole.
TOP
8. How do I know if
I am connected to the Internet?
- Your wireless card or USB adapter
will have a link light. If this light is
lit, you are connected to StCroixNet.com's
radio. If you are able to browse to
various websites, then you are connected
to the Internet! You will only be able
to browse after logging in.
TOP
9. I'm only getting
50 KB per second speed, why is this
slower than my 56k dialup?
- Actually, you are getting almost 8
times the speed of your dialup! This is
a common misconception with how dialup
bandwidth speeds are reported. On the
Internet, or any network, bandwidth is
reported as Kb (kilobits). However, in
almost all operating systems (all
Microsoft Windows included), bandwidth
and storage are reported as KB
(kilobytes). The difference being that
there are 8 bits in one byte. For
example. A 56kbps dialup modem will have
a maximum download speed of about 4 KB
per second. Why? Because FCC limits the
speed at which dialup can connect to
53Kbps, which gives a maximum trasfer
rate of 6.6 KBps. Plus when you take in
to account noise on your phone line,
you're lucky to get about 5 KB per
second speeds.
TOP
Other
Questions
1. How many email
addresses do I get with my account?
- StCroixNet.com does not provide
email addresses to roaming subscribers.
Free email addresses are available on
the Internet at sites such as Yahoo! and
Hotmail.
TOP
2. What happens if I
forget to log out?
- StCroixNet.com logs out customers who
forget to do so before shutting down.
Currently at most of our locations, the
radio will automatically log you out if
it cannot see your adapter for three
minutes or longer. Thus, if you forget
to log out or accidentally close your
status/logout window, you can log
yourself out by removing your wireless
adapter from your computer.
TOP
3. What happens if
I forget my password?
- Call Customer Service to have a
representative look up your password.
TOP
4. Does my account
have any session limits?
- No. StCroixNet.com does not use session
limits.
TOP
5. Can I use FTP
with my account?
- Certainly! You may access the
internet in any way you like after
logging in to StCroixNet.com.
TOP
6. How do I use FTP
to transfer a file?
- You need to obtain a program that
allows you to use FTP. The program
should come with documentation on how to
use it effectively. Unfortunately,
StCroixNet.com does not support the use of such
software.
TOP
7. Do I have to
logout to deactivate my account?
- You are encouraged to log out when
you are finished. Doing so will keep you
from being billed for extra time.
However, StCroixNet.com will automatically log
you off after the radio is unable to
detect your adapter for three minutes.
TOP
8. How
do I cancel my service?
- Fill out and submit
this form...
-
- -OR-
-
- Send a notice of cancellation
to
billing@stcroixnet.com with the word
"Cancellation" in the subject line. The
e-mail must include the following...
Account Holders First and Last Name:
StCroixNet Login Username:
Valid E-mail Address:
Valid Phone Number:
Date of Cancellation:
Note: Cancellations must be received NO
LATER than one business day BEFORE the
last day of your billing cycle! You will
be responsible for the current month's
service in it's entirety, whether you
use the service or not. NO REFUNDS WILL
BE ISSUED.TOP
-
|
