North Frontenac Telephone Company
"Connecting Our World To Others, Connecting Our Services To The World"



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TROUBLESHOOTING

If you encounter problems with your internet service there are several things that you can try to clear up the problem. If none of the following solutions solve the problem,
please call the main office at 613-279-2193 and let us know. We are compiling a database of the various internet troubles that we receive in an attempt to solve some of the problems that occur with the service.
LINE CONNECTION: Most computers have two "jacks" in the back of them. One of these is for "Line" the other is for "Equipment".
A common mistake is plugging your phone LINE into the Equipment jack. The phone line should plug into the line jack, while the phone plugs into the equipment jack, and allows you to use that phone whenever the computer is offline.
Check to make sure that the lines coming into these jacks are in the right slots, especially if you are using a surge protector.

INFORMATION ENTERED INCORRECTLY:

A good portion of the internet troubles we receive happen when users enter incorrect information in their connection setup.
Most of the time, these problems can be solved by a very simple walk through on setting up the connection. I realize that if you can't get online, you can't reach this help file,
so in the interest of common sense I'll keep the walk-through's fairly short.
(It's still conceivable that a neighbour or friend could access this page and help you get connected via this tutorial).

1. TURN ON YOUR COMPUTER. (This is the easy part)
2. Double Click on the "My Computer" icon on your desktop.
3. Double Click on the "Dial-up-networking" icon.
4. Double Click on the "Make New Connection" Icon.

The first window should read "Type a name for the computer you are dialing" and below that "Select a modem".
You can call the connection whatever you want, this won't really affect anything. If you aren't sure what to write at this point just use "Frontenac.net" or "My Connection".
The modem should already be configured properly, so don't worry about choosing a modem.

Click "Next"

The next window will ask for area code, telephone number to dial, and country code
Unless it is long distance for you to call Sharbot Lake, leave the area code blank.
In the telephone number box, write 613-279-7000 (For Win95/98+)

Don't Use any hyphens.
Country Code should already be on Canada(1) if it isn't, change it.

Click "Next"

Click "Finish"

The connection link should be available now under the name you chose (as I suggested; either "Frontenac.net or "My Connection"). Double click on the new link and another window will appear, this is the Connection window.
Simply enter your username and password and hit connect, if your equipment is setup properly you should be online.

REMEMBER TO ENTER YOUR USERNAME AND PASSWORD IN lowercase letters only !!

IF THERE ARE ANY CAPITAL LETTERS IN EITHER YOU WILL NOT BE ABLE TO CONNECT!!

HARDWARE PROBLEMS:

If your lines are connected properly, and your configuration is correct, you *should* be getting online without a problem.
If there is still a problem,
and you are absolutely certain that the lines and configuration are correct, it is most likely a problem with your particular computer.
If your computer is a low-end machine (386, 486, Pentium 33), especially those running windows 3.11, it may have difficulty running up-to-date software.
This has a tendency to cause problems, as the compatibility of your software with the connection to our server may be compromised.
Recommendation: Either upgrade your existing computer, or purchase a better one. If you do not use a surge protector your modem may be blown in a lightning storm. If this happens your modem will no longer work properly. It may give a buzz or some static when you try to connect to the internet, or it may simply distort the signal going to the server and prevent you from connecting.
Recommendation:

Buy a new modem or take the existing modem to a computer technician for analysis.

PHONE LINE PROBLEMS:

As long as your telephone is functioning properly, the phone lines will not cause a problem with your internet connection.
If you have any noise on your line however (static/humming) this can interfere with your connection.
If you have a noisy line please report it to the main office and we will send a technician to find the problem.

SERVER PROBLEMS:

If none of the above seem to be causing the problem, there could be a problem with our server, or our parent server in Peterboro.
If this seems to be the case we will place a call to Peterboro and have a technician there check your account status and connection to try and locate the problem.


DSL/HIGH SPEED CONNECTION PROBLEMS

If you are having connection problems with your High Speed/DSL connection, please check the following list to ensure proper connections are made.

QUESTIONS


1. Do you have a router attached?

2. Is your ADSL light on the modem lit solid?

3. Is there a filter on the modem line cord? (That is plugged into the wall)

4. Is the cable (probably yellow or blue) plugged into the back of the computer?

5. Do you have a dial-up connection to access the highspeed?

6. Is your LAN card enabled?



ANSWERS


1. If you have a router attached, take the cable from the ROUTER in the WAN port, and connect it directly to the computer
and try to connect just one computer that is directly connected to the Modem.



Email: nftc@frontenac.net | Phone: 613-279-2193 | Toll Free: 1-888-638-3575 | Fax: 613-279-2222