Technical Support

Primus Support : DSL : DSL FAQ

Frequently Asked Questions

I've tried everything, but nothing works anymore! What should I do?

Introduction

What is DSL?

DSL (Digital Subscriber Line) is a technology for bringing high-bandwidth information to homes and small businesses over ordinary copper telephone lines. xDSL refers to different variations of DSL, such as ADSL, HDSL, and RADSL.

What is PPPoE?

PPPoE (Point-to-Point Protocol over Ethernet) is a specification for connecting multiple computer users on a Ethernet local area network. The PPP protocol information is encapsulated within an Ethernet frame. Basically, your IP address is leased when you log on with PPPoE software using a username/password combination. Also, PPP over Ethernet provides a major advantage for service providers by maximizing integration with - and minimizing disruption of - service providers' existing dial network infrastructures. Through tight integration with existing back office automation tools that ISPs have developed for dial customers, PPPoE enables rapid service deployment and cost savings. From authentication, accounting and secure access to configuration management, PPPoE supports a broad range of existing applications and services. · It gives you control on whether you want to leave your computer connected to the Internet, or if you prefer to disconnect your Internet connection while using your computer (and use your system resources for other applications).

How do I know if I can recieve DSL service from Primus?

You will have to check our availability tool and enter the customer's phone number to verify if they can have service with us. It will be available from the support site. This is called the Loop qualification: it is the process used to determine whether a specific copper pair will support Primus DSL. It will query a database that will tell you if the central office has a DSLAM installed, whether Primus offers DSL service in the area and whether the customer is within a serviceable distance from the CO.

DSLAM used at the CO Different DSLAMs supporting different DSL types have different capabilities. Primus will only be launching in areas serviced by Alcatel DSLAMs.

Distance from the CO DSL is distance sensitive. The wire distance between your premises and the CO is a critical factor of determining whether you can get DSL service or not. Most ADSL services will be provisioned if the customer's premises are under 4,5 km of distance.

How fast is DSL compared to my modem connection?

Given that a 56k modem typically connects at 48 000bps, our 1 Meg connection is up to 22 times faster than a modem connection, while our 3 Meg connection package is up to 65 times faster.

What is the difference between Cable and DSL Internet services?

Cable service uses digital or analog signals transmitted through the same coaxial cable that usual cable television services use. DSL technology uses normal phone line technology to send digital signals to the DSL modem.

One of the major advantages of DSL over Cable Modems is that the line is not shared to the Central Office; however, the slow connections are rarely associated with this segment of your connection. Cable Modems have higher bandwidth, however the connection is shared and as a result the performance is similar to DSL. Generally, Cable Modems can achieve better throughput, which varies a lot, while DSL usually provides a more constant feed, with lower latency.

Installation

What are the system requirements for Primus DSL?

	Windows	Mac OS
Processor	Pentium 166Mhz	PowerPC
System	Windows '95, Windows '98/ME/NT/2000	Mac OS 8.1 and above
Memory	32MB (Win2000 requires 64)	32MB
Hard Drive	75 MB Free	75 MB Free
Display	256 color at 800x600 resolution	256 colors at 800x600 resolution
Network Card	Ethernet NIC or free PCI slot for supplied card.	Ethernet NIC
CD-ROM Drive	Required	Required

What kind of hardware will be provided to me by Primus?

If a modem is required for your service Primus will provide a model currently compatible with your operating system and current platform. NIC cards are not included in the residential services offer, but can purchased. Business services subscribers requiring a router will be supplied with the Cisco 827 DSL to Ethernet router. If required NIC Cards are included in the business services offer.

Which software packages will be installed on my computer?

Version of the Primus DSL kit will install EnterNet v1.4, Internet Explorer 5.5 and Outlook Express 5.5.

Must I use PPPoE?

With a router DSL package: If the plan that you have with Primus includes a router, you do not have to install the PPPoE package on your computer. Your PPPoE connection is maintained by your router.

Without a router DSL package: You will need to install a PPPoE client on your computer to be able to use your DSL connection.

PPPoE (Point-to-Point Protocol over Ethernet) is a specification for connecting multiple computer users on an Ethernet local area network. The PPP protocol information is encapsulated within an Ethernet frame. Basically, your IP address is leased when you log on with PPPoE software using a username/password combination. Also, PPP over Ethernet provides a major advantage for service providers by maximizing integration with - and minimizing disruption of - service providers' existing dial network infrastructures. Through tight integration with existing back office automation tools that ISPs have developed for dial customers, PPPoE enables rapid service deployment and cost savings. From authentication, accounting and secure access to configuration management, PPPoE supports a broad range of existing applications and services

What if I want to use other software packages or hardware?

You can use any harware or software package that you wish, but Primus Technical Support only support the software and hardware that was shipped with your Primus DSL plan.

Will I need my Windows CD?

Yes. Your Windows CD contains some files that will be required during the installation process, most notably networking drivers and libraries.

Can I install the Primus software package on Windows NT?

Yes. To begin installing the client, make sure you log into NT with administrative privileges. When you've finished installing EnterNet, you must re-boot your system (EnterNet will not re-boot it for you). After rebooting, you can verify that the network has been setup correctly by going back to the Network Properties from your Control Panel. You will notice that a second adapter has been installed (Efficient Networks PPPoE Adapter). A second instance of the Microsoft TCP/IP protocol will also have been added, bound to the Efficient Networks PPPoE Adapter, with all IP addresses and parameters assigned dynamically. The rest of the system remains unchanged.

How do I know if my DSL service is activated?

Customer service will give you an activation date. You can pretty much rely on it. When that date comes and you've installed all your hardware and software, you have to attempt to connect to the service and see if it works. Power on the modem and wait 30 seconds for it to warm up. If the Line Sync light becomes steady green (and not flashing), then the connection is working.

Can I protect my DSL phone line with a surge protector/UPS?

Surge protectors interfere with the DSL signal and should not be used to protect the telephone signal. This doesn't affect the protected power outlets available on the strip. You can protect the electrical component of your system, just not the telephone line.

I have an alarm system in my house. Will my DSL work?

DSL will work if you put a filter on the alarm system.

Your alarm system uses your phone line in order to send signals to your alarm company. Ensure that you put a telephone line filter between your alarm system and the phone jack it is connected to. If there is no phone jack and the alarm system is permanently wired into your phone line, call your alarm company and ask them to send a technician to add a phone jack so that you may plug in your DSL filter. Note that your alarm company may charge you for the service call.

If I have any problems, how can I contact technical support?

You can contact Technical Support via email at support@primus.ca, a web form, or by calling 1-800-370-0015.

If I move but keep the same phone number, will the DSL service follow me to my new house?

No. The DSL service is associated with your phone line, NOT the phone number. If you move, you will need to contact Primus Customer Service and advise them of your move, your new address and let them know that you would like to move the DSL service to your new address. They will need to put in a request to provision your new line with the DSL service. This could take 7-10 business days.

Can I use my DSL modem from another location, for example: my cottage?

The Primus Canada Internet High-Speed service is a line related service. That means that the service works only on a line that has been programmed accordingly and to which the Internet high-speed (DSL) modem is connected. The two components must be present for the service to work. The Internet high-speed modem does not provide dial up capability and therefore is not portable outside your home. However, if you have a regular modem, you can use this to dial up to the Internet when you are away from home. The Primus Canada DSL service gives you 10 hours a month of dial up access.*
* Dial up remote access is available where technology exists.

Is my DSL connection "Always On"?

DSL service without a router: · You won't be connected as soon as you boot up your computer. Once your computer is started, you have to connect to the service with the PPPoE client. After the connection process, your computer will be online.

DSL service with a router: Yes, you are always on.

Can I still talk on the telephone / send faxes when I'm online?

Yes, DSL technology uses frequencies other than the ones required for voice communication. Both can co-exist on the same telephone line. Faxes and modems use voice frequencies and are thus unaffected by your DSL service.

Does DSL work with an ISDN line?

DSL services will not work with ISDN. DSL is designed to work with voice grade circuits over copper cable facilities. Services that are compatible with DSL operation include: Direct Data Services (56/64 Kbps) and standard analog telephone services.

Will my IP address change while I'm connected?

Service without a static IP address: Your IP address will not change unless you disconnect and reconnect, just like it would if you were to use a modem.

Service with a static IP address: Your IP address will not change.

Can multiple computers share a DSL connection?

Without a router: These service plans are not designed to support multiple connections. It is possible to have multiple computers share the DSL connection but Primus Technical Support will not offer any assistance in this area.

With a router: Yes it is possible to have multiple computers share the DSL connection. For the 1.5 Mb Pro ADSL plan and 3.0 Mb Pro ADSL plan, the customer is responsible for configuring the computers on his LAN while Primus will configure the router as well as the access lists on the router.

How does DSL service work?

DSL uses the same copper wiring as regular voice telephone service. DSL equipment at each end of the line transforms the telephone line into a high-speed digital connection. The DSL provider is the telecommunications company that supplies the DSL portion of your high-speed Internet access. The Internet service provider (ISP) adds the Internet Protocol (IP) networking services that ride over the DSL connection. If you are using ADSL, your DSL service runs over the same telephone line as your voice service. The data service is split off from voice service at the CO. Your voice communications goes to the telephone network and the data goes to the DSLAM (DSL Access Multiplexer) of the DSL provider and on to the ISP. COs house DSLAMs, which consolidate data traffic from individual DSL connections into large high-capacity backbone networks (like the ATM (Asynchronous Transfer Mode) that Primus is currently building.
In the case of an ISP like Primus, we need access to copper wiring, which the Telco has mountains of. ISP's need to lease the copper wiring from the client's home to it's point of presence or from the client's home to the CO, which would entail renting co-location services. With the rules insuring competition in the Telco and Internet markets, Bell Canada must open it's lines to competition.

What is the top speed that my connection can support?

Advances in DSL technology now allow speeds of up to 7Mbps. That is 124 times the speed of a normal 56k modem connection. Of course the actual speed limit is dictated by the type of plan that you have purchased from Primus. For instance if you purchased a 976k connection, your maximum speed would be 17 times the speed of a 56k modem. Please read our Realistic ADSL Speed guide to see what you can realistically expect.

What types of services can I run on my DSL Connection?

Primus will not give any support for running servers off a DSL connection. See our Acceptable Use Policy for more information.

Does Primus throttle file downloads?

Primus offers High Speed Internet service in two different ways, based on your household location: on our Primus network and, where such network is not available, by using a wholesale arrangement on a network that passes though other major ISPs.

Wholesale network segments controlled by other ISPs are subject to the policies of the respective providers as approved by CRTC and may include bandwidth caps and/or limitations placed on specific Internet applications.

For our Primus network we use a sophisticated Performance Management tool to prioritize time-sensitive Internet applications and ensure sustainable quality of service to all our customers. Performance Management does not apply any caps, but makes sure that during extreme demand periods, if congestion occurs in a section of the network, these applications are not swamped by resource-intense (but not very time-sensitive) activities like file downloads.

For more details on Performance Management click here.

Is my computer safe from hackers / viruses while I'm connected through DSL?

People who make the jump to broadband often leave themselves open to online prowlers, hackers and identity thieves. In the old days, a computer with weak security was vulnerable only during the short periods it was on the Net. But with "Always On" broadband service, it's like leaving a door wide open around the clock.
So how do you protect yourself?
The solution is to develop safe Net habits: Don't open attachments you aren't expecting, especially when they come from people you don't know. Use anti-virus software and install a firewall on your computer, especially if you have a broadband connection. A firewall keeps the Internet from peeking into your computer and your computer from reaching out to the Internet. You decide which programs, such as your e-mail package, get free access. Among the personal firewalls available are Black Ice Defender, Norton Personal Firewall, Jammer and ZoneAlarm, and for the Mac, DoorStop.
· Another solution would be to ask about our Business DSL products with routers.
Please visit the following sites for information about security:

How do I disable File sharing and Print services from Enternet? Is this a security risk?

Many users express surprise to find that the File and Print sharing for Microsoft Networks component becomes enabled when adding the Enternet software. This is actually enabled by Windows when the Ethernet or DSL adapter is added. When Enternet is installed, these services will also bind over the Enternet adapter (as they will over any adapter).

This is usually not as serious a security risk as one would think, since the NetBIOS and SMB packets that comprise the File sharing are normally discarded by your network routers. They are a concern for performance reasons, and if possible should be removed for that reason. How to do this?

From your Control Panel -> Networks, verify that the service "File and Printer Sharing for Microsoft Networks" is not configured. If it is, remove it. If you require this service (for sharing over a second
Ethernet card), Select the TCP/IP -> Network TeleSystems. PPPoE Adapter, click Properties, and uncheck any services in the Bindings tab. For Windows98 systems, you may want to consider replacing the "Client for Microsoft Networks" with the "Windows Family Login" client. This will prevent unnecessary broadcasts over the Ethernet card.

Unable to Create Device NTSPPPoE03 (or) Unable to Create Device NTSPPPoE19.

This was a problem with earlier (pre 1.4) versions of EnterNet. It still occurs occasionally on Windows 2000 and rarely on Windows 95/98. When this happens, you need to uninstall and then reinstall the Dataworkz client. You can also get this error if EnterNet was installed on NT without Administrator privileges.

Tap failed to load.

The easiest way to solve this problem would be to reinstall the NIC drivers and the Dataworkz client. You can also research this on the net.

Server Communication Failure (or) timeout while connecting to server.

Ethernet cable not connected.
Network Server or service identified in Properties didn't respond to Discovery Request. In other words, NO SYNC.
DSL modem or network connection is not working.
Could be a network issue.
Recreate the DSL connectoid in Dataworkz.

Authentication failed.

User Name or Password not configured at server (check for case-sensitive)
Make sure the username has @1mm.primus.ca
User has selected the wrong server or service to connect with from the Profile -> Services tab.

Install SU Reg Create Key failed during Installation, or, Failed on Create Device: NTSPPP3

To solve this problem, make sure you uninstall and then re-install the Dataworkz client.

This DHCP client was unable to obtain an IP network address.

This is an error message from the Microsoft DHCP component, mainly on Windows95 and 98 systems when a DHCP server is not present. The easiest way of getting around this problem is to "Disable WINS resolution " in the network applet in the control panel. (My computer, Control Panel, Network. Double click TCP/IP bound to the PPPoE adapter and click on WINS configuration.)

The software you are about to install does not contain a Microsoft digital signature.

This warning occurs when you install most software on Windows 2000. Ignore it. EnterNet is awaiting testing by Microsoft labs. It is safe and tested by anti-virus software.

Internet Explorer 5.x warns that the connection isn't available, Try again.

Make sure that you have established a PPPoE connection before launching Internet Explorer
Make sure that in the Internet Options, Connections tab, "never dial a connection" is selected. This should help.
Under Internet Options, connections, LAN settings, advanced, make sure Automatically detect settings is selected.
If the message keeps coming up, try Refreshing, sometimes restarting the browser works. You might also want to try another site, their home page might be experiencing some problems.

I've tried everything, but nothing works anymore! What should I do?

You can contact Technical Support via email at support@primus.ca, a web form, or by calling 1-800-370-0015. Make sure that you write down the specific error message that is causing your computer problems and the events that led up to the error appearing on your screen.

Frequently Asked Questions

Introduction

Installation

Functionality

Security Concerns

Error Messages

I've tried everything, but nothing works anymore! What should I do?

Introduction

Installation