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Dial-up FAQ: Availability
Current and Planned Features
General Product Information
Pricing
Requirements
Using Our Service - Installation | Registration | Connecting
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Availability Where is Nevada Bell Internet dial-up service available?
How can I find out if ISDN phone service is available in my area?
Is Nevada Bell Internet service available in independent telephone company territories (such as GTE)?
Current and Planned Features What does Nevada Bell Internet dial-up service include?
What access speeds does Nevada Bell Internet support?
When will you support 56 Kbps or x2 access?
What are your customer service hours?
What is the difference between your customized Netscape Navigator and Communicator and the version I can download from Netscape's home page?
Do you have to use Netscape Navigator with Nevada Bell Internet? Can I use Microsoft Internet Explorer?
What newsgroups are available?
What will my e-mail address look like with Nevada Bell Internet?
Can I have more than one username?
Does Nevada Bell Internet offer homepage services?
Does Nevada Bell Internet include a chat option?
Does Nevada Bell Internet support PPP and/or SLIP connections?
Does Nevada Bell Internet support telnet connections?
General Product Information How do I order your service and receive the software?
Is dial-up access for business or consumers?
I run a small business. Will this be useful for me?
What are the key differences between Nevada Bell Internet and long distance carrier offerings?
What are the key differences between Nevada Bell Internet and Internet Service Providers (ISP) that only offer Internet access?
What are the key differences between Nevada Bell Internet and online services?
Is it true that the Internet is oversubscribed, and its performance is really slow?
Pricing How much does your dial-up access cost?
What billing options do I have with Nevada Bell Internet Services?
Is my credit card information secure when I supply it to Nevada Bell Internet Services?
Requirements What equipment do I need to use Nevada Bell Internet dial-up service?
What modems work with your service?
What platforms does Nevada Bell Internet's dial-up service support?
Can I use my standard phone line, or do I need a separate line for Internet access?
Do I need a long distance carrier or Global Service Provider if I choose Nevada Bell Internet?
Using Our Service
Installation What modems are supported?
Will loading Nevada Bell Internet impact an existing TCP/IP connection (i.e., Internet Provider) on my computer?
What should I do if the Account Setup Wizard can't detect my modem?
What should I do if my modem isn't on the Modem Wizard's modem list?
What if I want to use my laptop with a PCMCIA modem card? Why do I get an error after installation?
Registration What speeds are supported?
When I try to download your software from your Web site my screen immediately fills up with "garbage", how do I fix it?
Connecting What happens if I have call waiting and I'm connected to the Internet?
Why is my connection slow?
Why isn't the Nevada Bell Internet server accepting my user name and password?
My "Dialer Statistics" window shows a lot of overrun errors. How can I fix this? (Windows 3.1 only)
I can't connect to Nevada Bell Internet, what should I do?
What should I do if my modem and the remote modem don't connect?
What if I don't get dialtone?
When I use a different location, the Dialer can't connect to Nevada Bell Internet.
Why was I suddenly cut offwhile I was connected to the Internet?
What can I do when I receive junk e-mail or "spam"?

Availability

Where is your dial-up access service available?
Our dial-up service is now available in the Reno/Carson City/Sparks/Incline Village area.

How can I find out if ISDN phone service is available in my area?
You can check Nevada Bell ISDN phone service availability by calling 1-775-323-2375.

Is Nevada Bell Internet service available in independent telephone company territories (such as GTE)?
Nevada Bell Internet service is available to any customer who can make a connection to one of our dial-up locations, regardless of whether you are a Nevada Bell customer.

Current and Planned Features

What does Nevada Bell Internet dial-up service include?
Every Extra Access Plan comes with all of the following features:
  • First 10 days FREE to try out our service
  • Unlimited Access
  • One Primary E-mail account
  • Two Extra E-mail accounts
  • Two Extra E-mail aliases
  • One Personal Home Page account (up to 3MB)
  • Customized Netscape browser
  • SafetyNet electronic brochure to help you protect your children during their Internet browsing
  • Access to the best of the Internet with our online content provider, Prodigy
  • Award-winning, 24-hour customer service
  • Access to over 40,000 newsgroups
  • Speeds up to 56K access in all locations
  • Roaming outside of Nevada Bell territory for only 4 cents per minute

What access speeds does Nevada Bell Internet support?
Our service currently supports 14.4 Kbps through 56 Kbps, with v.90 access coming in 1999.

Nevada Bell Internet now offers K56flex Internet access. This means that if you have a K56flex-compatible modem, you will be able to dial into our K56flex access ports. Click here for detailed FAQs about 56K Internet access.

Should you not have a K56flex modem, you will dial into our 33.6K access ports, and receive speeds in accordance with the capability of your modem.

Of course, someone who dials into our network with a 14.4 Kbps modem will still be able to connect, but the connection speed will be 14.4 Kbps, since that's the maximum speed supported by the modem.

When will you support 56 Kbps or x2 access?
Nevada Bell Internet Services is dedicated to providing its subscribers with state-of-the-art network facilities. Our digital facilities make us well-positioned to take advantage of technological breakthroughs, allowing us to implement them quickly and economically. We have deployed 56K Internet Access throughout our dial-up network with K56flex technology. We will be upgrading to the v.90 standard later this year.

To learn more about our implementation of 56K technology, visit our 56K FAQ

What are your customer service hours?
Nevada Bell Internet's highly trained Technical Analysts are available to customers via e-mail at support@pacbell.net around the clock - including weekends. We provide network monitoring and the responsive, expert support you need for making your access and interaction with the Internet as simple and easy as possible. We also provide an on-line help system available 24 hours-a-day for our customer's convenience.

What is the difference between your customized Netscape software, and the version I can download from Netscape's home page?
Nevada Bell Internet's version of Netscape software includes customized Netscape software, Dialer, TCP/IP stack, Registration Wizard, and supporting documentation. However, we do not include, nor provide, technical support for CoolTalk, NetCaster or other plug-ins. Our software gives you all you need to connect to the Internet using a modem.

The Nevada Bell Internet customized Netscape Navigator has the same functions as the standard Navigator. The customized features include easy access to the Nevada Bell Internet subscriber home page with navigation aids such as "Starting Places" and "CA Cool".

Do you have to use Netscape with Nevada Bell Internet? Can I use Microsoft Internet Explorer?
No, you do not need to use Netscape software with Nevada Bell Internet, but we do supply a complete software solution to register for our service and surf the net. So, yes, you can use Microsoft Internet Explorer with Nevada Bell Internet. However, you may need to configure the Microsoft Internet Explorer settings so that it will operate with Nevada Bell Internet Services.

Please note that most users will need the Nevada Bell Internet software to register, and we only provide customer support for our bundled software.

What newsgroups are available?
Nevada Bell Internet offers access to over 30,000 newsgroups. As new public newsgroups are created around the Internet, our customers will automatically have access to them.

What will my e-mail address look like with Nevada Bell Internet?
Our domain name is "nvbell.net". Thus, a user "jdoe" will have the following e-mail address: jdoe@nvbell.net.

Can I have more than one username?
Yes. Nevada Bell Internet Services offers customers the ability to create as many secondary e-mail boxes and e-mail aliases as they like. Each Nevada Bell Internet Services account comes with a total of three e-mail boxes and two e-mail aliases for free!

Does Nevada Bell Internet offer home page services?
Yes, for our dial-up and individual access ISDN customers, we offer Personal Home Page service. Personal Home Page service provides a set of easy-to-use tools to help you create your own home page on the Web. For information about Personal Home Pages availability, click here. We also offer "industrial strength" Web hosting for business customers. Click here for more information about web hosting.

Does Nevada Bell Internet include a chat option?
Although Nevada Bell Internet does not currently host or provide support for Internet Relay Chat, you can use Nevada Bell Internet to connect to other Internet Relay Chat servers.

Does Nevada Bell Internet support PPP and/or SLIP connections?
Nevada Bell Internet supports PPP connections. We do not support SLIP.

Does Nevada Bell Internet support telnet connections?
Although we don't bundle telnet software on our diskettes, it is easily available for downloading from the Web. Like any Internet provider, we support outbound telnet connections. For security reasons we do not support inbound telnet connections.

General Product Information

How do I order your service and receive the software?
You can order our service a number of different ways. The fastest way, if you already have an Internet connection, is to download our software directly to your computer from our FTP site. You'll be up and running in a matter of minutes! Or if you'd like us to mail you a copy just:

Is dial-up access for business or consumers?
Dial-up access is primarily used by consumers and small- to medium-size businesses. However, many larger businesses use dial-up Internet access for telecommuting and remote access applications.

Please note that at the present time, we can not provide technical support for computers using our dial-up service that are connected to a LAN. However, for smaller LAN users who previously couldn't justify a dedicated Internet connection, we recommend our new LAN ISDN service. For more information about this affordable new service, please contact us at sales@nvbell.net.

I run a small business. Will this be useful for me?
The Internet offers a wide range of opportunities to small business and Nevada Bell Internet is committed to helping make the most of these opportunities for your business. Many small businesses are already finding out that the Internet can help their businesses grow, improve productivity, increase competitiveness, and increase customer satisfaction.

If you have just a few individual computers, our dial-up or individual ISDN Internet access services are ideal. If you have a LAN, then our new LAN ISDN Internet access service is a cost-effective solution for your entire office. (For more information about LAN ISDN, please click here, or contact us at sales@nvbell.net.) We also offer a helpful on-line guide for small businesses with the Smart Business Center, available to our subscribers. Whether small businesses want to collaborate using e-mail or research competition on the Web, we will be there to help.

What are the key differences between Nevada Bell Internet Services and long distance carrier offerings?
Unlike long distance providers, Nevada Bell Internet Services has a Nevada focus. Nevada Bell Internet Services offers an easy and affordable upgrade to ISDN and speeds of up to 128 Kbps. Finally, we offer very competitive pricing plans along with the superior customer service you expect from Nevada Bell Internet Services.

What are the key differences between Nevada Bell Internet Services and Internet Service Providers (ISP) that only offer Internet access?
Our Customer Service Center, staffed with knowledgeable technical analysts, is available 24 hours per day, 7 days per week.

What are the key differences between Nevada Bell Internet Services and online services?
Anyone who uses an online service primarily for e-mail and the World Wide Web will find an enormous performance difference between our direct Internet connection and the Internet connection provided by an online service.

We offer 56K Internet access, and also 33.6 Kbps connections. Further, online services typically provide their Internet access through an Internet gateway, which significantly reduces the performance. Our direct Internet connection is going to give you the fastest throughput available. We also offer even faster performance (up to 128 Kbps) with our ISDN service.

Is it true that the Internet is oversubscribed, and its performance is really slow?
It is true that the Internet has proven to be such a useful and powerful tool that the growth in subscribers has exceeded the pace of network deployment in recent years. This has caused some users to occasionally experience slow periods, especially during peak usage times.

While there is little that Nevada Bell Internet Services can do about the rest of the Internet, if you obtain your access from us, rest assured that you will have the fastest connection available. Our network is engineered to strict performance standards and we increase the capacity of our network before performance is impacted.

Pricing

How much does your dial-up access cost?
Nevada Bell Internet Services offers you a choice of affordable pricing plans that are some of the best values available!
  • Monthly Flat-Rate Plans
    $19.95 per month including unlimited hours
  • Annual Value Pricing
    $199.50 per year including unlimited hours - that's like getting two months of service for free!

What billing options do I have with Nevada Bell Internet Services?
Only Nevada Bell Internet Services will give you the option of putting your Internet charges on your Nevada Bell phone bill. Or if you would prefer, we will also give you the option of putting your charges on your credit card.

Is my credit card information secure when I supply it to Nevada Bell Internet Services?
When you supply a credit card number during the registration process, the information is transferred via a point-to-point connection over our private network to the Nevada Bell Internet Services registration server. A point-to-point connection means that it travels directly from your computer to ours. Your information is NOT transmitted through the Internet where it might be observed by others. Also, your information is only stored on our registration server which is housed in a secure building. It is NOT stored on your computer.

Requirements

What equipment do I need to use Nevada Bell Internet dial-up service?
Minimum recommended PC requirements include:

Minimum recommended Macintosh requirements include:

What platforms does Nevada Bell Internet Service's dial-up service support?
Nevada Bell Internet Services currently provides Internet access software for Windows 3.1, 3.11 (Windows for Workgroups), Windows 95/98/NT and Macintosh operating systems.

You will need to have access to a Windows or Macintosh computer to run our registration software. You will then need to customize your existing TCP/IP stack and dialer to use Nevada Bell Internet Service. Therefore, you must be knowledgeable about DNS and IP addressing before attempting to complete the required customized installation procedure successfully.

What modems work with your service?
Nevada Bell Internet Services has extensively tested its service with modems from many different manufacturers. Most recent Hayes-compatible modems should work with our service. We have found that some modems are incompatible with our Netscape software, particularly modems that require custom software-based drivers. With a Windows 3.1 system many modems based on the Rockwell Protocol Interface chipset will not work properly because of the reliance on proprietary software drivers.

Can I use my standard phone line, or do I need a separate line for Internet access?
You can use your standard phone line, but many of our customers find they prefer to obtain an additional line so they can "surf the Net" while conducting business or personal calls over their primary line.

Do I need a long distance carrier or Global Service Provider if I choose Nevada Bell Internet Services?
Every Internet Service Provider needs to connect to the global Internet, which they do through interconnection arrangements with Global Service Providers. Nevada Bell Internet Services also connects with a Global Service Provider to allow you access to the worldwide Internet.

Using Our Service

Installation

Will loading Nevada Bell Internet Services impact an existing TCP/IP connection (i.e., Internet Provider) on my computer?
Yes, it may, depending on your system configuration. If you are having a conflict you may receive the error "Netscape is unable to locate the server xxx.nvbell.net. The server does not have a DNS entry. Check the server name in the location (URL) and try again."

While it is possible to to have more than one TCP/IP connection using Windows 95/98 Dial-Up Networking, Nevada Bell Internet Services does not currently support multiple connections. It is also possible to have multiple TCP/IP connections using Windows 3.1 or Windows for Workgroups. Again, Nevada Bell Internet Services can only provide support for the TCP/IP dialer that is part of our product.

What modems are supported?
Nevada Bell Internet Services has extensively tested its service with modems from many different manufacturers. Most recent Hayes-compatible modems should work with our service. We have found that some modems are incompatible with our Netscape software, particularly modems that require custom software-based drivers. Many modems based on the Rockwell Protocol Interface chipset with a Windows 3.1 system will not work properly because of the reliance on proprietary software drivers.

What should I do if the Account Setup Wizard can't detect my modem?
Some modems cannot be positively identified, and must be input manually. Look in the documentation that came with your modem to find your modem manufacturer and model name. Then follow the instructions in the Account Setup Wizard.

Sometimes the Modem Wizard detects a modem other than your manufacturer's. This can happen because different modems respond similarly to our software's attempts to identify them. For example, you might have a US Robotics modem, and the Modem Wizard might detect it as "Rockwell based." The Modem Wizard detected the Rockwell chip in your US Robotics modem. In this case, your modem was detected correctly and it's fine to finish the Modem Wizard.

What should I do if my modem isn't on the Modem Wizard's modem list?
If your modem brand and model aren't in the list of modems that appears, click on "Hayes-compatible" in the Manufacturer list. Then click a model with your modem's speed in the Model list.

If your modem fails to work (or you see an error message stating "Unable to Initialize Modem") press the "Back" button in the Account Setup Wizard until you reach the Modem Setup screen. Press the "Select Modem" button. If you have Windows 95/98, chose the "Other Windows Modem" item from the list on the left side of the screen. If you have Windows 3.1, chose the "(Hayes Compatible)" item. Then chose the speed of your modem from the list on the right side of the box.

What if I want to use my laptop with a PCMCIA modem card?
If you're using a PCMCIA modem card that supports cellular phone lines, you can use your modem with either a cellular or regular phone line. However, some PCMCIA modems need to be initialized differently depending on whether they use a cellular or regular phone line.

If you want to use your modem with a regular phone line, let the Modem Wizard in the Account Setup Wizard detect your modem. This way, the modem will be configured to use a regular phone line.

If you want to use your modem on a cellular line, choose your modem from a list in the Modem Wizard, rather than letting it be detected. In the "Manufacturer" list, select the modem's manufacturer. Next, in the "Model" list, select the correct model with the words "cellular mode" after it. Then finish running the Account Setup Wizard.

Why do I get an error after installation?
A common problem is that the installation program forces the user to re-start Windows, but the user is not prompted to remove the installation diskette. When Windows re-starts, the system tries to boot from the floppy drive. The fix is to simply remove the installation diskette from the floppy drive and try re-booting again. If you continue to experience an error message contact support@pacbell.net.

Registration

What speeds are supported?
Our service currently supports 14.4 Kbps through 56 Kbps. If you have a K56flex modem, you can dial into our K56flex access ports. Click here to see if you can access our network via a local call.

When I try to download your software from your Web site my screen immediately fills up with "garbage", how do I fix it?
This typically happens when Netscape Navigator does not know what to do with the file type you're trying to download. Netscape Navigator comes with pre-configured settings for common files types and can take an appropriate action for each of them. Files that Netscape Navigator does not have pre- configured settings for are displayed on your screen as they download.

In order to prevent your screen from filling up with "garbage" you must tell Netscape Navigator how to react when a file with a particular extension is encountered. To configure a setting for a new extension please follow the steps listed below.

  1. Open Netscape and log onto the network
  2. Click on the Netscape Options menu and select "General Preferences".
  3. Click on the "Helpers" folder tab.
  4. Scroll down the list of file types and select the "application/octet-stream" line
  5. Click on the "Save" option under "Action"
  6. Select the folder tab "Apps"
  7. Confirm that the field next to "Temporary Directory" reads "c:\temp"
  8. Click "OK" at the bottom of the window

Netscape Navigator should now be able to download your new file type and handle it appropriately.

Connecting

What happens if I have call waiting and I'm connected to the Internet?
You will need to disable call waiting prior to connecting to the Internet for the duration of your call; otherwise an incoming call could disconnect you from Nevada Bell Internet Services. This is simple to do, and our customized Netscape Navigator software allows you to disable call waiting for the period you are connected.

Why is my connection slow?
There are several reasons that might explain why your connection is slow. If your phone connection is "noisy" (static or background noise), your modem either slows down to ensure good data transfer or retransmits information several times. Try re-dialing to see if you simply had a bad phone connection. Use the "Dialer Statistics" window to see if you experienced "overruns" or other errors. To fix overruns, see "My Dialer Statistics window shows a lot of overrun errors".

Also, check your port speed. The following instructions allow you to change the port speed on your dialer. Reducing or increasing the port speed can sometimes help solve problems or slow connections. Experiment with different settings to determine the best choice.

To change the port speed on your dialer:

For Windows 95/98 Users

  1. Open the "My Computer" icon.
  2. Open the "Dial-up Networking" icon.
  3. With the RIGHT button on your mouse, press the "NBI" connection icon.
  4. From the menu which appears, choose the "Properties" menu item.
  5. Click on the "Configure" button.
  6. Press the arrow next to the "Maximum Speed" setting, and choose another speed from the list which appears.
  7. Click the "OK" button.

For Windows 3.1 Users

  1. From the "Window" menu, choose the "Netscape Personal Edition" window.
  2. Launch the "NBI Dialer" icon. The dialer window will appear.
  3. Click on the "Properties" button.
  4. Choose the "Connections" tab.
  5. Press the arrow next to the port speed setting and choose another speed from the list which appears.
  6. Click the "OK" button.

For Macintosh users:

  1. From the Finder, open the Nevada Bell Internet folder.
  2. Launch the "FreePPP Setup" icon. The FreePPP Setup window will appear.
  3. Make sure the triangle to the left of the word "Using" is pointing down.
  4. Click the "Modems" tab.
  5. From the list of modems which appears, select the modem which appeared above, in the "Using" menu. Press the "Edit..." button.
  6. From the "Port Speed" window, choose the desired speed.
  7. Make sure the "Flow Control" menu is selected as "CTS & RTS (DTR)".
  8. Press the "OK" button, then close the "FreePPP Setup" window.

Why isn't the Nevada Bell Internet Services server accepting my user name and password?
In the Dialer, check the entry for Nevada Bell Internet Service's phone number and make sure it's correct. Also, make sure you're using the correct user ID and password. Your password is case sensitive so make sure your Caps Lock key is not on and your entries are correctly upper and lower case.

My "Dialer Statistics" window shows a lot of overrun errors. How can I fix this? (Windows 3.1 only)

An overrun error occurs when the data is coming into the computer from the remote connection faster than it can handle, so data is lost.

This problem usually occurs when you use a fast modem, but your computer only has a 8250 or 16540 UART chip. The UART chip is on your serial board or modem, and handles the flow of data through the serial port to your computer. Newer computers usually use the 16550A UART chip. The 16550A chip can usually handle communications from high-speed modems. You might want to upgrade or replace your serial board (usually an inexpensive procedure) to the 16550A UART chip. You can find out which UART chip your computer has by clicking the "Statistics" button when connected.

A short term fix to reducing overruns is reduce your maximum port speed setting, and connect again. See "How to Change the Port Speed on your Dialer" for instructions.

I can't connect to Nevada Bell Internet Services, what should I do?
First, you may just have a noisy phone connection so the Dialer disconnected. Just disconnect and try dialing again. There also may be a problem with the local access number you are dialing. Try using another Nevada Bell Internet Services access number in the "Properties" dialog box in the NBI Dialer. Finally, if all else fails, you may want to call Nevada Bell Internet Services to make sure the connection is up.

What should I do if my modem and the remote modem don't connect?
Make sure the phone number you have entered is correct, and includes any access codes needed to place a call from your location. For example, many office telephone systems require dialing a "9" before any outside numbers.

It's also possible (but very rare) that Nevada Bell Internet Service's modem is down. If you think this is the case, try calling later or contact our Customer Service Center.

What if I don't get dialtone?
Try the following:

When I use a different location, the Dialer can't connect to Nevada Bell Internet Services.
In the Dialer, make sure the location uses the correct phone number (including area code and dialing settings). The following instructions tell you how to check or change the phone number in the dialer.

For Windows 3.1 Users

  1. From the "Window" menu choose the "Netscape Personal Edition" window.
  2. Launch the "NBI Dialer" icon. The dialer window will appear.
  3. Choose the "Connection" tab.
  4. The dialer number appears in the "Provider phone number" box. View or change as desired.
  5. When finished, click the "OK" button.

For Windows 95/98 Users

  1. Open the "My Computer" icon.
  2. Open the "Dial-up Networking" icon.
  3. With the RIGHT mouse button, press the "NBI" connection icon.
  4. From the menu which appears, choose the "Properties" menu item.
  5. The dialer number appears in the "Phone number" box. View or change as desired.
  6. When finished, click the "OK" button.

Why was I suddenly cut off while I was connected to the Internet?
Call Waiting service can interrupt your phone connection. Make sure you disable Call Waiting by changing options in the "Dialer". You'll get the same results if someone in your home picks up the phone while you're connected.

You're also disconnected automatically when your computer is idle for a certain length of time. You can set the amount of time allowed for inactivity on the "General" page of "Dialer Properties".

Finally, it's also possible that your modem is trying to transfer data too fast for your computer to handle. Use the "Dialer" to set a slower modem data transfer rate. See "How to Change your Port Speed" for instructions.

What can I do when I receive junk e-mail or "spam"?
The most effective method of dealing with spam is to complain directly to the spammer's service provider. For example, Nevada Bell Internet Services has a strict policy against spam and will disconnect customers who violate the policy.

You should also be aware that posting to newsgroups makes it more likely that you will receive junk e-mail since there is software that scans postings to collect e-mail addresses. But don't give up on participating, we suggest that in the name line you put:

userid@REMOVE_TO_REPLYnvbell.net

This way, a human can correctly modify your address, but an automated process will just send it to an invalid address. And if your E-mail software has filtering capability, use it! Nevada Bell Internet Service's customized version of Netscape Communicator 4.0 has this feature. Finally, check our Junk E-mail/Spam page for more information.

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