0 5/2/2003 © Speakeasy Inc.
Table of Contents Introduction ...................................................................................... 3 What's this all about, anyway? ...................................................................................... 3 Using the Manual .......................................................................................................... 3 The Speakeasy Difference............................................................................................ 4 Terms Of Service .........
Hosting Solutions .................................................................................................... 37 Purchasing a Domain from Speakeasy ................................................................... 38 Transferring your Domain to Speakeasy................................................................. 38 Managing your hosting service ................................................................................... 39 Troubleshooting problems.....................................
Introduction What's this all about, anyway? Welcome to the Speakeasy User Manual! Throughout our eight-year history as an ISP, Speakeasy has prided itself on two points that make us markedly different from any other ISP out there: 1. We are fortunate to have the most intelligent, savvy customer base in the Internet industry. 2. 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.
Here are a few tips on how to best use this manual: 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.
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.
Service will not be enforced or otherwise recognized. When in doubt, the Speakeasy Term Of Service overrules any policy or terms herein. Top 10 Questions The information in this section is generated based on the most common call and online issues reported by our customers. From time to time, employees also contribute frequent questions or issues for this section. If you have a suggestion for something in this section, please email usermanual@speakeasy.net.
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 12month, 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.
Question #9: How can I upgrade or downgrade my DSL connection? Answer #9: We have complete details on how to process an upgrade or downgrade here. Question #10: Where can I find a dialup number? 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. 8 5/2/2003 © Speakeasy Inc.
Broadband Pre-Installation Hardware Compatibility Speakeasy requires specific models of DSL and T1 bridges (modems) and routers be used with our connection. In nearly all situations, Speakeasy will sell you a supported, properly configured modem or router for your service. In situations where you can provide your own hardware, you must provide one of the following, service-specific, supported modems or routers: ADSL Efficient 5260, ZyXel 643 or 645M from a previous Speakeasy ADSL service order.
Installation Process So you have ordered Speakeasy DSL or T1 service, how exactly will this install work? We provide complete order status in the Installation Status of MySpeakeasy, but what exactly do those steps mean? 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 timeframes quoted herein are estimates based on the average times our customers' experience.
• The phone company checks your phone line record to make sure there are no impediments to installing DSL service. Stage 3: Install Confirmation 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 crossconnects with your phone line that will make the DSL active on your phone line.
invoicing works, please jump down to the Speakeasy Billing section of this manual on this page. Stage 8: Installation Complete When you pay your initial invoice, your installation process is complete. SDSL, IDSL, or T1 Installation Process Stage 1: Order Received 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.
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. Stage 4: IP Addresses & Circuit Configured 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.
The Big Day: Activation Day You have had a basic overview of what our MySpeakeasy stages mean, and the average time they take to occur, but the most important part of this process is the actual activation day. This is the day your service will be fully functional. Provided below is a description of what will occur on this day, and what assistance you will need. If you are having DSL service installed over a numbered, working phone line (line shared), click here.
Anything else that plugs into a phone outlet. Have a second phone line? If you have a second phone line, you do not need to install the DSL Filters on the second phone number or any device that uses the second phone line. DSL Filters are only needed on the phone number used for DSL. Run out of filters? If you run out of filters, you should unplug any phones that do not have a DSL filter installed.
SDSL, IDSL, and T1 Activation: Your technician visit On this date the following things will occur during the four-hour installation window: 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.
installation is billable. Pricing information on this install will be available from the representative you speak with. Problem: I had my Covad Professional Installation, and now my phone line is not working! Solution: This can happen, from time to time, and is relatively easy to resolve: If you have ADSL: Call your phone company and let them know that your voice service is down.
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. 2.) Review your Terms Of Service, located here.
Sometimes errors can cause your browser, email application, or DSL modem to stop responding or lose their connection to the Internet, even though the connection is still present and active, and even though the computer or application may look like they're still running correctly. Since errors of these types are the single most common cause of loss of connectivity, it is usually best to start by rebooting these devices to rule them out first thing: 1.
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.
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. Below is a diagram that indicates the various connection points that you should check.
22 5/2/2003 © Speakeasy Inc.
Line-Shared ADSL home networking: 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 23 5/2/2003 © Speakeasy Inc.
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.
My Service is Slow! Occasionally a customer might experience a slow down in broadband service. While these slow downs are typically caused by a slow response from the server you are querying, we can offer the following steps to help aid in troubleshooting or resolving your speed issues. You may also find it helpful to visit this page to ensure your computer is enhanced for broadband service.
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. Step 3: Check the physical connection It is not uncommon for the cables connecting your network to degrade. For this reason, it is a good idea to attempt to swap out the existing cables for spare or new ones.
27 5/2/2003 © Speakeasy Inc.
Line-Shared ADSL home networking: Step 4: Perform a speed test Assuming you have already performed a speed test to determine that your connection was suffering latency, this step will determine if you, by following the above steps, have isolated something in your personal network as the cause for the slow down. Follow these steps: 28 5/2/2003 © Speakeasy Inc.
1.) Visit your speed test site. This will be yourpop.speakeasy.net, replacing the yourpop with the three letter identifier of your Point Of Presence: Seattle: SEA New York: NYC Chicago: CHI San Francisco: SFO Los Angeles: LAX Dallas: DFW Atlanta: ATL Boston: BOS Washington D.C.: WDC Portland: PDX Sacramento: SAC Detroit: DET Baltimore: BLT Minneapolis: MSP Houston: HOU San Diego: SND Cleveland: CLE Miami: MIA Pittsburgh: PIT Dayton: DAY 2.
ADSL Connections: Your connection is not guaranteed in any way, however you should contact us if speeds are consistently below 70% advertised speed type. 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: 1.
2.) By telephone: You can call Speakeasy toll-free at 1-800-556-5829 to report your service outage. Please follow the menu prompts to be connected to our Support Department. Once you have opened a Service Ticket, whether it is by telephone or online, you can review your ticket details in MySpeakeasy by logging in under the same username you created the ticket with and clicking the link that reads View My Service Tickets.
Current Speed Available Upgrades ADSL - 1.5/128 ADSL - 1.5/384 ADSL - 1.5/768 ADSL - 3.0/768 ADSL - 1.5/384 ADSL - 1.5/768 ADSL - 3.0/768 ADSL - 608/128 - Line Shared ADSL - 1.5/128 - Line Shared ADSL - 1.5/384 - Line Shared ADSL - 384/128 *or* 768/384 - Line Shared ADSL - 1.5/768 ADSL - 3.0/768 384/128 768/384 ADSL - 608/256 - Line Shared ADSL - 750/384 - Line Shared ADSL - 1.5/768 - Line Shared ADSLReach - 200/64 - Line Shared ADSL - 750/384 ADSL - 1.
T1 - 768 T1 - 1.5 T1 - 1.5 None T1 - 384 T1 - 768 T1 - 1.5 Downgrading You can request a speed downgrade within the DSL technology family that you are currently installed with. This chart will help you to determine which service you can downgrade to without a new line installation. Please click here if you would like one of the speeds below but it is NOT listed as a downgrade option for your current DSL type.
ADSL - 384/128 *or* 768/384 - Line Shared 1.5/128 608/128 384/128 768/384 ADSL - 608/256 - Line Shared ADSL - 750/384 - Line Shared ADSL - 1.5/768 - Line Shared ADSLReach - 200/64 - Line Shared None 608/256 750/384 None ADSL - 608/128 - Second Line ADSL -1.5/384 - Second Line None 608/128 384/128 768/384 Or any SDSL service ADSL - 384/128 *or* 768/384 - Second Line IDSL - 144k SDSL - 192 SDSL - 384 None None 192 192 384 192 384 768 192 384 768 1.1 SDSL - 768 SDSL - 1.1 SDSL - 1.
Moving your Speakeasy service Speakeasy has one of the most mobile customer-base in the ISP industry. The facts are that you, our customer, are younger, and more apt to change cities or residences on a yearly basis. We aim to please, and have developed the most seamless broadband moving processes in the industry. So whether you are moving across town to a bigger pad, or moving your business to a larger building, let us take the worry out of the equation.
Step 3: Your new order The next step is our Move/Reorder specialist placing your new order. This order will process like a brand new order, but our Activations team has their eye on your new install all throughout the process. If you were invoiced for a disconnection fee for your previous order, you will receive a credit of $300 to your new service once your new order is complete.
Hosting Setting up your hosting service Purchasing a domain is akin to buying land in the real world: It's your own little corner of the Internet to do with as you will. Whether you want to build a family home, full of personal pictures, or establish a business storefront, Speakeasy has a hosting solution that is right for you. Hosting Solutions We offer the following types of hosting: Full Web and Email hosting This service includes web, mail and DNS.
If you would like Speakeasy to handle all the DNS resolution for your domain, but don't need email or web-hosting from us, this is the service for you. You are likely running your own running mail or web servers and do not want to handle running your own DNS server. To order this solution, please visit this site.
have an online registration update/edit tool that you can use to easily update this information. You can find an alphabetical list of accredited Registrars on Internic's Registrar List. If you have forgotten which Registrar you have registered your domain with, you can determine this by checking Internic's Whois. Check the "Registrar" line for the answer. When you transfer, use the following information to make Speakeasy your domain host: Technical Contact: HS1672-ORG Primary NameServer Hostname: ns1.
These changes, once populated, will take effect either at the 4pm PST or 2am PST refresh of our DNS servers. Manage Email: This tool will allow you to delete existing domain email addresses, change existing email passwords, or add new email addresses for your domain. Manage Aliases: This tool will allow you to delete existing email aliases, change where existing email aliases are pointing, or add new email aliases. Mail Only Hosting You have complete control over the management of your domain mail accounts.
Troubleshooting problems Due to the personalized attention we prefer to give for all our hosting packages, and due to the general complexity of many hosting problems, Speakeasy prefers that you contact our technical support as soon as you encounter any hosting issue. We also offer the following helpful reference information for your hosting service.
Secondary DNS zone transfers (our DNS servers talking to the customers primary DNS server for information on their domains) happen at: 4:40am, 12:40pm, 8:40pm (PST) Reverse DNS zone files will be updated at: 3:30am, 7:30am, 11:30am, 3:30pm, 7:30pm, 11:30pm (PST) Mail host reloads occur 6 times a day, running at the same time as DNS server reloads: 3am, 7am, 11am, 3pm, 7pm, 11pm (PST) In specific, escalated situations, we may accept requests to refresh the DNS files on an on-demand basis.
Dialup, Email, and News Your Speakeasy Dialup Product Information Your Speakeasy dialup will be one of two types of service: Standard Dialup: Standard dialup has the following features: 150 hours of 56k dialup service per month The ability to purchase more dialup hours, if necessary, each month. Limited Dialup: Limited dialup typically comes in 5, 10, and 30 hours of time per month, and is usually included in a DSL or Rainmail package.
Common Dialup Problems Problem: My dialup speeds are slow! Solution: Unfortunately Speakeasy can offer very little resolution to this problem. Keep these factors in mind: 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.
simultaneous dialup connections. You will be disconnected if your username/password is in use by another connection. 2. 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. 3. There is a 12-hour limit to constant use.
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. 2.
correctly. Problem: I can't send email! Solution: Below are some basic things to check when you encounter this issue: 1.) Are you able to successfully send email through Speakeasy Webmail? 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. 2.
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. Problem: I am getting all types of spam email! Solution: This is a common concern of all email customers, and one we take seriously.
Your Speakeasy News Service Product Information Speakeasy recognizes the need for different customers to communicate in different Internet communities. Our News Service is an additional service that we offer to further the desire to provide as many ways as possible for you to communicate online. Configuration Information You can connect one of two ways.
San Diego: snd.news.speakeasy.net San Francisco: sfo.news.speakeasy.net Seattle: sea.news.speakeasy.net Washington DC: wdc.news.speakeasy.net Important Rules and Restrictions 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.
Speakeasy Billing How Speakeasy Bills You The Speakeasy Terms Of Service contains the most thorough explanation of when and how Speakeasy bills you. The important points are below: 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.
Speakeasy Invoice Explained This image and the following information should help you read and understand your Speakeasy invoice: 52 5/2/2003 © Speakeasy Inc.
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.
Credits, Billing Suspensions, and Exceptions One of the unavoidable realities of having Internet service is that you will, at one time or another, need billing adjustments because of either personal issues, or issues totally out of your control. Hopefully this section will help make that future need a bit easier to fulfill. When Can I Suspend Billing Temporarily? There are some situations that we recognize the need to temporarily suspend the need to have you pay. 1.
Rebates, Promotions, and You We have found rebates and promotion fulfillment the single most confusing issue for customers. Hopefully this information pulls the curtain back to reveal the wizard, so to speak. Promotions Promotions at Speakeasy work like this: You order via a specific website, banner ad, or use a specific code to order, and you receive (after order closure) the promotional items. Promotional items can vary, from video cards to free energy beverages.
For Covad rebates, you should contact Covad at covad@gfsinc.com or: 1-888829-1437 For Efficient router rebates: web: www.RebatesHQ.com or phone: 1-866-8563969 Rebate Time Line You should expect the following timeline for the submission and fulfillment of your rebate: 1. Rebate forms should be submitted as soon as possible after you receive your broadband modem; you should NOT wait until installation/activation is complete. 2.
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. 57 5/2/2003 © Speakeasy Inc.
Appendix Speakeasy Glossary This glossary contains terms that are referenced in this document, or are frequently used by our employees in communication. Active (activated): In our internal OSS, we use the term Active to identify accounts that, based on all predetermined indicators, should be using service and are billable. When we refer to an account as being active, this account has entered the billing cycle and should be functioning normally. ADSL: Asymmetric Digital Subscriber Line.
Degrade: Either the Activations Department, or Customer/Technical Support often uses this term, in relation to a DSL or T1 line. Degradation of the physical lines that connect any portion of your DSL or T1 line is entirely possible, and simply means that your line has encountered normal or extraordinary wear and tear. Additionally, degradation can occur on the signal level, with the DSL or T1 signal wearing down or weakening the longer it has to physically travel.
this fee. Regardless of any mention to this fee as a tax, this is a non-negotiable fee from the Federal government that all customers will be charged. Good Faith Extension: GFE is used to describe a temporary suspension of the Speakeasy billing cycle, due to extraordinary reasons. Hosting: Speakeasy refers to all domain-name services as “hosting” packages. We are hosting a domain name, or a domain name service, that you own.
ISP: Internet Service Provider. Speakeasy is your ISP as we provide you the IP-layer of your Internet connection (the portion of your service that connects your physical DSL, T1, or Dialup line to Internet routing technologies), as well as value services and support. Latency: Latency is a catchall term we use to describe slow broadband or dialup service.
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. Red cable: All ADSL orders that receive a ZyXel 645M will also note there is a shorter, red or grey Ethernet cable included in their self-installation kit.
of phone wires, rather than via the primary phone line. This method was gradually discontinued during 2000, and was completely replaced with line sharing as the installation method for ADSL service beginning with all orders placed on and after January 1st, 2001. Shell Account: A shell account offers access to a UNIX terminal-type environment.
Unprovisioned: As opposed to “provisioned,” this term means that the service in question is not set up to work properly in our system, and needs some type of interaction in order to work properly. Value added service(s): This is an oft-used term in the Internet industry, but it simply means “services that make the DSL, T1, or Dialup service easier to use, or worth using.
Helpful Tools The following links might provide invaluable assistance in resolving problems and maximizing your Speakeasy service. Configuration Guides Windows Mail, DSL, and Dialup Configuration Mac Mail, DSL, and Dialup Configuration Linux DSL, and Dialup Configuration Gaming Console Configuration General Information Residential DSL Basics Business DSL Basics Network Guides Dial-Up Information DNS Information Points of Presence (POP) List 65 5/2/2003 © Speakeasy Inc.
Contact List Speakeasy Toll-Free Phone Number: (800) 556-5829 Menu Options Sales: Press 1 Support: Press 4 Open Order Status: Press 3 Network Status: Press 5 To Move an Existing Line: Press 6 Speakeasy Local Phone Number: (206) 728-9770 Menu Options Sales: Press 1 Support: Press 4 Open Order Status: Press 3 Network Status: Press 5 To Move an Existing Line: Press 6 Online Contact To contact Support, Billing, Activations, or Domains, please login to MySpeakeasy and follow these steps: 1.
Quick Reference Guide Print this page and fill in the blanks, and keep your important Internet connection handy in case of an emergency, move, or new computer: My Speakeasy Internet Information Username (s): Incoming Mail Server: mail.speakeasy.net Outgoing Mail Server: mail.speakeasy.net FTP Server: ftp.speakeasy.net My Preferred Dialup Number: ( ) - My IP Addresses: My DNS Addresses: Speakeasy Support Number: (800) 556-5829, option 2 Speakeasy Support Website: http://www.speakeasy.
