VeroLAN Support - Frequently Asked Questions

Frequently Asked Questions

BroadBand Connectivity FAQs

- Who are Your Clients?
- What is Fixed-Wireless Internet and how does it work?
- What is Line of Sight?
- Are you a full service ISP?
- How Secure is your service?
- If I exceed a set amount of time on the Internet, are there additional fees?
- Can I go anywhere in the net?
- What kind of equipment do I need to use?
- Will I need any new software?
- What is the minimum PC configuration required?
- What is the minimum Macintosh configuration to use your service?
- Is our business or home inside your service area?
- Will I have to learn anything new to use this system?
- Will my connection to the Internet appear the same as in my current system?
- I already have access to the Internet via a dial-up. What will you do for me?
- I already have an email account through another ISP. Will I need to change it?
- Is there a limit to the amount of traffic I can send and or receive?
- What is the recommended computer specification
- How do I sign up for eMail or Webspace?
- My service is down, what do I do?
- How can I verify that my service is working properly?
- Are there any ways I can test my speeds?
- My email isn't working, how can I fix this?
- I am not using Verolan email. receiving email fine but unable to sent
   using Outlook, Outlook Express, Eudora, Netscape Etc....
- SMS to Cellular Phone email formats

Who are Your Clients?
VeroLAN clients include residential users with appreciation for valuable time, students, insurance firms, architectural and design firms, printing companies, law firms, health care facilities, non-profit organizations, manufacturing firms, defense contractors, research firms, banks, financial institutions and a number of other businesses.

What is Fixed-Wireless Internet and how does it work?
Our Fixed-Wireless product is a combination of two-way high-speed wireless technology with leased multi-megabit lines, optimized for business and residential use. VeroLAN uses 85% line-of-sight radio technology.

What is Line of Sight?
Line of sight is the ability to see one of our antennas without any obstruction (such as a building, or even a tree with thick leaves). Reception points within a half-mile or so have been shown to operate without line of sight. Many other factors may affect the signal. A building with coated or tinted glass or foil insulation will have a barrier to signal. Wireless signal can travel through most building materials, including concrete, as long as the building is in close proximity to an antenna.

Are you a full service ISP?
With any of our Fixed-Wireless product you do not need to subscribe to an ISP and or modem with a phone line, as you would need to do when you sign up for a DSL service or similar product. Your business or home telephone lines stay free for your use. As for pop and web eMail and Web space are included as part of our internet access services.

How Secure is your service?
Our product uses several techniques to make our over the air signal encrypted and difficult for people to break the content of the spectrum, a special code is used to allow only approved radio clients to associate with an Access Point. Thus, the wireless network is an extremely secure environment. However, keep in mind that the Internet itself is by definition is an insecure environment! We recommend that all our residential clients using file-sharing purchase one of our approved routers and or firewalls, as for the business clients receive one included in the cost of initial activation and install. This will provide a basic level of Network Security.
Our network can work with whatever security system you have in place. for further details,
or call us at 703-266-1000.

If I exceed a set amount of time on the Internet, are there additional fees?
No. Unlike dial-up systems, with our product you have a continuous link to the Internet. There's no need to worry about how many hours per month you're
online, you have unlimited access, with no time limits. And because the speed of our connection is so much faster than a modem, the time you do spend on the Internet will be that much more productive.

Can I go anywhere in the net?
Yes. You can go anywhere, anytime. We place no limits on your access.

What kind of equipment do I need to use?
We provide tested and FCC approved equipment. The cost of this equipment along with any necessary installation is included in the start-up cost quoted above.

Will I need any new software?
You will need Web browser software. That is generally in every machine purchased within the last 5 to 7 years. We recommend Internet Explorer 5 or higher, Netscape 6 or higher and AOL 6 or higher.

What is the minimum PC configuration required?
The minimum machine needed to run our system is a 486, with 16mgs of RAM, Windows 95, with an installed Ethernet Card. (RJ45 LAN Port) If not. An available PCI or ISA Slot is required.

What is the minimum Macintosh configuration to use your service?
The minimum machine needed to run our system is a Mac running OS 8 with an Ethernet Port (RJ45 LAN Port).

Is our business or home inside your service area?
You must be within our strong signal area in order to be eligible for our service. We will check the strength of the signal to your location prior to completing your order. Please review the Footprints map.

Will I have to learn anything new to use this system?
If you already know how to use a Web browser you will find our system totally transparent and user friendly only faster. You are always online, you click on your browser icon and you are online with no delay no waiting for a free line or a connection.

Will my connection to the Internet appear the same as in my current system?
The primary difference is vastly increased speed and usability, and a better and cleaner connection. You will not suffer the random disconnects typically associated with dial-up.

I already have access to the Internet via a dial-up. What will you do for me?
Our system utilizes a shared multi-megabit line. The effect of this speed increase is much greater than speed alone. What before was marginally useful, will now be irreplaceable. It is if you compared an old 386PC with 8MB of memory with a brand new Pentium 4 with a 1Ghz CPU and plenty of memory.

I already have an email account through another ISP. Will I need to change it?
You are welcome to keep your existing email account, but it is not necessary. We offer a number of email options depending on your needs. They range from free email account to the option of your own domain name that would allow you to carry your email with you no matter how your Internet Service Provider is, or will be.

Is there a limit to the amount of traffic I can send and or receive?
No. But keep in mind that your monthly charge for service is based on your anticipated bandwidth usage, determined at the time you began your service. Bandwidth usage reflects the amount of data traffic, both back and forth to your computer. Some activities, such as continuously downloading huge files or streaming audio or video over the Internet, can dramatically increase your bandwidth usage. We monitor the bandwidth usage of each customer's account. In the event your bandwidth usage exceeds a reasonable limit associated with plan chosen, although we will not bill you for the access usage you will be notified, and may be required to upgrade to a higher plan.
What is the recommended computer specification
· Any Pentium Class PC or higher
· Approx. 32MB RAM or higher
· Any Version of Microsoft Windows, Unix, Linux or Mac OS
· Compatible with any Desktop or Notebook
· Required interface RJ45 LAN Port
How do I sign up for email or Webspace?
Please fill out and submit this form allowing 24 hours for processing. please note the your user name selection is processed on first come first serve basis, after submitting a user name for email registration VeroLAN makes no guarantees unless an confirmation and welcome email is sent to you. with a support link on how to change your temporary password and configure your email program.

My service is down, what do I do?
Outages, although we do our best to keep them at a minimum, do happen. The first thing we usually try to do is verify that you have wireless connectivity back to our network. Try pinging the gateway that you received in your Network Information sheet when you got installed. You do this by clicking Start > Run > Type 'cmd' (XP, 2K, NT) or Start > Run > Type 'command' (95, 98, ME). When the command prompt comes up, type ping <insert gateway IP address here>. If you receive "Request Timed Out" errors, the ping was unsuccessful. If it says "Destination Host Unreachable" then you have a miss configuration on your network.

If you get responses back from the gateway, the ping was succesfull. However, if you still cannot access web sites, try pinging www.google.com or www.yahoo.com. ("ping www.google.com"). If you can ping them successfully, your web browser is configured incorrectly. Try removing all proxy settings and make sure it is not trying to dial up or connect through a VPN.

If you can't ping anything or access anything, try rebooting your antenna by unplugging the power cord that comes out of the DC injector (small white box that the ethernet cable comes out of), leave it unplugged for 10 seconds, then plug it back in. Wait 2 minutes, and then try using your service again. Sometimes power fluctuations or temporary loss of Line of Sight can cause the antenna to lose connectivity to your POP, but resetting it can fix this. If you do have to reset your antenna, please call us or email us to let us know, as we like to track this sort of thing closely.
If you still are down, please Report a problem by calling us at 703-266-1000.

How can I verify that my service is working properly?
Well, first, can you surf the web? Access your email? Download files? If you can, then your service is at least working. However, if you are experiencing any delays in getting responses back from web sites or you notice that your speeds are greatly degraded (100KB/s or less), send us an email to support@verolan.com or call us at 703-266-1000.

Are there any ways I can test my speeds?
Here are few of the places you can use test your connection www.speed411.com, www.dslreports.com or www.thebandwidthplace.com. They are not always 100 percent accurate, but if you take the average of about 3-4 tests and add about 10 percent to the speeds, you will have a pretty good snapshot of your speeds at that moment. Residential customers will see a great variation in speeds, as they pay for a shared service, but business customers should never go below what they are paying for. If you are a business customer and are seeing speeds less than what your service level, please call us immediately. Bandwidth tests are not always accurate, as we said, and we will work with you to verify that you are getting what you paid for.

My email isn't working, how can I fix this?
Please refer to the email configuration tutorial to make sure that you have set up your email client properly. If you are sure that your settings are correct but you still can't receive or send email please call us or write to support@verolan.com .

I am not using Verolan email. receiving email fine but unable to sent mail
using Outlook, Outlook Express, Eudora, Netscape Etc.... ?
Go to the drop down menu :
> Tools
> go to Accounts
> go to the mail Tab
> Highlight your default email account and click properties
> Click on the Servers Tab
> Set Outgoing Mail SMTP to: mail.verolan.com
> Server Authentication is required. use your verolan email user ID and password to authenticate.

then test your connection, if you still have difficulties please call 703-266-1000

What eMail Format do I use to send SMS messages to cellular phones?
AT&T:
Cingular:      phonenumber@cingularme.com
Nextel:         phonenumber@messaging.nextel.com
Sprint:         phonenumber@messaging.sprintpcs.com
T-Mobile:      phonenumber@tmomail.net
Verizon:        phonenumber@vtext.com
Virgin Mobile: phonenumber@vmobl.com







Call us at (703) 266-1000 if you have any other questions. Thank you!