CrossLink Networks | FAQs
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FAQs

Internet Access FAQ’s

Service Questions

How fast can I connect to the Internet with CrossLink Networks Business Internet Access?

CrossLink Networks offers access speeds from 10 Mbps to 1 Gbps .

How quickly can I upgrade my speed?

CrossLink Networks lets you upgrade your speed on the same-day with just a call to our customer support center.

How does CrossLink Networks’s broadband access compare to DSL?

CrossLink Networks’s Metro Ethernet Network bypasses the outdated copper wire networks used to deliver DSL. And unlike DSL, we provide a dedicated connection so customers get faster, more reliable speeds. DSL has distance and speed limitations, based on the location of the telephone company’s central office, and is not currently available in many areas. CrossLink Networks bandwidth speeds are symmetrical, so you receive the same download and upload speeds.

Does CrossLink Networks offer a Service Level Agreement?

Yes. CrossLink Networks offers an aggressive Service Level Agreement that guarantees 100% throughput and 99.99% uptime with less than 40 ms latency and less than 0.1% packet loss.

Do I need special equipment to connect to CrossLink Networks Business Internet Access?

No. Because CrossLink Networks’s network is Ethernet-based, there is no need for complex and costly networking equipment. Connect to the network with a standard Ethernet cable.

Can I run a Wireless network within the confines of my business from a CrossLink Networks connection?

Yes. You are free to design any network you desire with CrossLink Networks broadband services.

Internet Access FAQ’s

Technical Questions

What is an IP Address?

IP (Internet Protocol) Address is a unique identifier of a device on a TCP/IP network. Such devices include routers, servers, and computers. An IP address is a 32-bit numeric address written as four decimal numbers separated by periods, an example of which is 192.168.0.1

How do I find my IP Address?

In order to find your IP address use the following commands:

If using Windows XP/2000, go to: START  click- run – type cmd – then click OK From the command prompt type in ipconfig, this will display the IP address, subnet mask and default gateway.

Detailed information can be displayed by typing ipconfig /all.

If using Windows 9x/ME, go to: START – click- run – type cmd – then click OK From the command prompt type in winipcfg

o.

How can I share my Internet connection with other PCs?

There are several ways to share your Internet connection. The simplest way is through a router. There are numerous routers to choose from with common brand names like Linksys, Netgear and D-link. Some routers contain multiple LAN ports that can be used for other PCs to connect. Others have wireless connectivity and serve as the access point for other wireless-enabled PCs or laptops.

What does “Ping” mean?

Ping (Packet Internet Groper) is a basic command that lets you verify if a specific IP address exists and can accept a request. It sends out a small message to a specified address and waits for a reply. The message received can be interpreted in basic terms as reachable or unreachable. The Ping command is a very useful diagnostic tool to become familiar with when checking network connectivity.

In order to use ping on a Windows machine, go to: START – click- run – type cmd – then click OK.
From the command prompt type ping 192.168.0.1 as an example.

If Ping is successful you will receive this message:
Reply from 192.168.0.1: bytes=32 time

If Ping failed you will receive this message:
Request timed out

What is a trace route?

A trace route or tracert is a basic command to verify the number of hops it takes for data to travel from your PC to other devices inside or outside your network. The number of hops is equivalent to the number of routers between your PC and the destination device. Together with ping command, tracert is a very useful diagnostic utility that helps you verify connectivity and problems along the route.

In order to run tracert on a Windows machine, go to: START – click- run – type cmd – then click OK.
From the command prompt type tracert 192.168.0.1 as an example.

How do I diagnose a simple Internet connectivity problem?

A good starting point is your PC. Verify if other computers in the same network are experiencing similar problems. If that is not the case, then you’ve isolated the issue. You can perform a restart of the PC and check for loose cable connections.

If other people are having similar issues, then you can move further up into the network by checking your local router. Verify if your local router is reachable. Issue a ping to the local router. If the ping fails then you need to examine the status of your router. Check its LEDs and configuration.

If the ping is successful to your local router, then check your local router’s gateway to the Internet by issuing a ping. This is actually provided by your ISP and should be defined on your local router. If the ping fails then you need to examine the modem attached to your local router. Typically, the modem is provided by your ISP. Check its LEDs.

If the ping to your local router’s gateway is successful, then check if you can reach the DNS servers. This is also provided by your ISP and should be defined on your local router. If the ping fails then you need to examine if it has been configured on your local router. If the ping is successful and verified all other things defined previously, then open a Web browser and surf the net.

Why do I get a “page cannot be displayed” error message from my browser when I access a website?

First, check to see if you can get to other web sites. If so, then the web site you are trying to access may be down or busy during that time.

If you are receiving the same message from other Web sites, instead of using the domain name or URL of the web site (ex. www.xyz.com), try the equivalent IP address. To find out what that IP address is just ping the entire domain name from the command prompt: (example: ping www.xyz.com) and this will return the IP address to place in your browser address field. If it works then you are having problems with your DNS settings. Check the DNS settings in your local router and see if you can ping the DNS IP addresses.

What is a DNS?

DNS or Domain Name System is an Internet service that translates domain names, like CrossLink Networks.com, into its equivalent IP numerical address (ex- 66.94.230.32). Domain names are used because they are easier to remember than numbers. Since the Internet is based on numerical IP addresses, every time a domain name is used to access a web site, the DNS service must be able to translate the name into its equivalent IP address.

What are cookies and should I accept them from a web site?

Cookies are small text files saved to your hard drive that contain information used by a web site you have visited. Typically, cookies are used for non-threatening purposes like retaining log-in and password information for frequently visited sites so you don’t have to re-enter them each time. They are also used by Web Masters to understand what areas of their site are visited and in what order and by advertiser to determine if a user clicked on an ad to reach a web site.

Although cookies are placed on your hard drive, they can not provide web site operators with access to other information on your PC. So visiting a site and allowing a cookie to be placed on your hard drive does not expose personal information about you or your PC.

Internet Access FAQ’s

Security Questions

What is a computer virus & how do I avoid infection on my PC?

A virus is a program or piece of code that is loaded onto your computer without your knowledge and runs against your wishes. Viruses can also replicate themselves. All computer viruses are manmade. A simple virus that can make a copy of itself over and over again is relatively easy to produce. Even such a simple virus is dangerous because it will quickly use all available memory and bring the system to a halt. Even more dangerous is the type of virus capable of transmitting itself across networks and bypassing security systems.

Today there are many anti-virus programs available to combat this issue. These programs periodically check your computer system for the best-known types of viruses. CrossLink Networks recommends that all customers install an anti-virus program of their choice prior to utilizing their Business Internet Access service.

What is spyware?

The term spyware refers to software that gathers personal information from your computer, sometimes without your knowledge. The information is often used for advertising purposes. Spyware may cause your computer to slow down or encounter errors. Spyware has also been known to cause unwanted pop-up advertisements, an inability to connect to the Internet, and problems printing.

Spyware applications can be bundled as a hidden component of free programs downloaded from the Internet. Once installed, spyware can monitor your activity on the Internet and transmit that information to a third party. Some forms of spyware can gather information about e-mail addresses, passwords, and even credit card numbers. A common way to get spyware is through installation of file-swapping programs that are used to download music and movies from the Internet.

What can I do to protect my computer from Malware (Spyware, Adware, or Virus)?

There are several measures you can take. First, enable your PC’s Automatic System Updates:

  • Click the Start button.
  • Click Control Panel. The Control Panel window appears.
  • Double-click the System icon. The System Properties window appears.
  • Click the Automatic Update tab.
  • Click to select Keep my computer up to date.

Change Windows Media Player Settings – Click the Privacy tab on the Options menu and turn off Acquire licenses automatically for protected content by removing the check from the checkbox.

Adjust the Internet Explorer Security Settings – To adjust Internet Explorer settings, perform the following steps:

  1. Click the Start button, click Programs and then click Internet Explorer.
  2. Click the Tools option on the IE menu.
  3. Click Internet options in the drop-down menu.
  4. Click the Security tab and click Custom Level.
  5. Click OK to save the new settings.
NOTE: No matter the default browser, Internet Explorer windows will display pop-up ads if some type of malicious software such as adware is installed.

Install Firewall Software – Windows XP has a native firewall software that can be enabled, and there are many free firewall software pages available for download on the Internet that provide greater functionality for firewall security.

To enable Internet Connection Firewall in Windows XP, perform the following steps:

  1. Click the Start button, and then click Control Panel. The Control Panel window appears.
  2. Click Network and Internet Connections. If you do not have this option, skip to the next step.
  3. Double-click Network Connections.
  4. Right-click the connection that you use for the Internet, and then click Properties.
  5. Click the Advanced tab.
  6. Click to check the Protect my computer and network by limiting or preventing access to this computer from the Internet checkbox.
  7. Click the OK button.

When the connection is re-activated the Internet Connection Firewall will prevent unauthorized external Internet connections.

Voice FAQ’s

Can I keep my current phone numbers when I switch to CrossLink Networks Business Voice?

Yes. CrossLink Networks offers local number portability so you can keep all your current phone numbers including local numbers and toll-free numbers.

Will I have the same local calling area?

Yes, your local calling area remains the same. And CrossLink Networks offers an extended local calling plan for businesses that make frequent local toll calls.

Can I keep the same calling features that I currently have with my phone service?

Yes. CrossLink Networks offers industry standard calling features. For a complete list of calling features available, please refer to the CrossLink Networks Business Voice page on this Web site.

How do I add a phone line to my service?

To add a phone line, you simply place a call to our Customer Support team
at 1-888-885-7021 option 2.

If I have CrossLink Networks Business Voice, do I need to purchase other CrossLink Networks services?

CrossLink Networks delivers its Business Voice service on a dedicated broadband connection. Therefore, customers must first purchase our Business Internet Access service to receive Business Voice. With Business Internet Access, you receive a dedicated, high-speed connection to the Internet. The same connection is used to deliver Business Voice.

Does CrossLink Networks Business Voice service work with my existing equipment?

Yes. You do not need special telephone equipment to use CrossLink Networks Business Voice service. We connect to your existing PBX or Key System and you use the same phones you have today to make and receive calls.

How much bandwidth is used to make a voice phone call?

128K per call.

SUPPORT

Real Time Support For Your Business

CrossLink Networks provides customers with the support they need whenever they need it. Our highly trained customer support team is ready to answer questions, provide status on orders, troubleshoot, change your service configuration or help you in any way possible. We are available 24 hours a day 7 days a week to ensure your needs are met.

Contact us anytime by phone or email.

Phone:
1-888-885-7021

Support Inquiries:
support@crosslinknetworks.com

Billing Inquiries:
billing@crosslinknetworks.com

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