How do I know if DSL is available for a particular subscriber?
Go to http://www.dslexpress.net and select DSL Availability.

How long does it take to get a DSL circuit installed?
It usually takes between five and six weeks in Bell Atlantic service areas, three to four weeks in GTE service areas.  Installation is scheduled on a first come first serve basis by the telephone company and they do not have any options for quicker installation.

The telephone company says DSL is not available in the subscribers areas?
ADSL is provided by the telephone company.  IDSL and SDSL are provided by DSL Clec's (telephone companies).  The availability of ADSL from Bell Atlantic has no bearing on the availability of IDSL or SDSL.

Can a subscriber use an ISDN adapter or router with IDSL?
Yes an ISDN adapter or router can be used, but then maximum speed will by 128Kbps.  If the subscriber provides their own ISDN adapter or router then they are responsible for configuration of the equipment.  CrossLink does not support or configure customer provided equipment as a part of the service.  CrossLink recommends that subscribers configure their own equipment or retain the services of a qualified reseller to provide these services.  If the subscriber wants CrossLink to configure their equipment there is a charge of $125.00 per hour.

Can a subscriber provide their own SDSL router?
Specially programmed routers which support 24 hour a day circuit monitoring are used with CrossLink's Month-to-Month DSL service.  There is a fee of $32.00 a month for use of these routers.  The Annual Contract service is provided by a DSL Clec that does not do 24 hour a day circuit monitoring.  The subscriber purchases the SDSL router for use with this Clec's SDSL.  The SDSL router must be compatible with the SDSL D-Slam manufactured by Diamond Lane.

Can a DSL circuit roll automatically roll over to a dial-in access account?
The hardware used by the Clec offering the Annual contract SDSL service supports this feature.  The customer must purchase the special Netopia SDSL router that supports use of an external modem to provide automatic roll over to a dial-in access account.

Can a subscriber change the configuration of their DSL router?
Routers are configured for the subscriber prior to shipping.  If the customer or their consultant changes the settings We are not responsible for any problems.  If the customer or their consultant can not correct any problems that result from an attempt to reconfigure a router then we will reconfigure the router at a charge of $125.00 per hour.

Can the subscriber load Firewall or VPN software into routers on DSL circuits?
Yes but loading Firewall and/or VPN software in the router causes performance to degrade.  Firewall and VPN software use too many router resources unless the router has a coprocessor or super fast processor and additional memory.  To keep cost down DSL routers have inexpensive processors and a modest amount of memory.  While additional memory can be added to some of these routers the slow processor speed makes it more desirable to run a Firewall and/or VPN between the router and the subscriber's network.  Crosslink is not responsible for any degradation in service on circuits that have Firewall or VPN software loaded into a router.

Is there any kind of high speed access available for a subscriber who is waiting for a DSL Circuit to be installed?
The Quick Start program can provide temporary bonded analog modem access for a business while they wait for a data or DSL circuit to be installed.  Please refer to http://www.crosslink.net for details.  Click on Internet Access.  Go to the last item and click on Quick Start.

What equipment does the subscriber need to provide for this service?
We provide the router with the service in areas where Month-to-Month service is available.  The subscriber must purchase the router in Bell Atlantic areas where Annual contract DSL is available.  GTE charges the subscriber for equipment on the subscriber's GTE phone bill.  The subscriber must provide an available port on their Ethernet network.

In case of circuit failure what should the subscriber do?
The subscriber should power cycle the router by turning it off and on.  If the circuit does not reestablish itself in a couple minutes the subscriber should call the CrossLink Support Department.  Frame Relay Data Circuit customers are given a special phone extension for reporting problems with a dedicated data circuit.  This number is available 24 hours a day, 365 days a year.

Why do some companies offer DSL services at a lower price?
There are many reasons some companies charge less for what they claim is the same thing.

• Over aggregation - Some companies sell as many as 100 DSL circuits for each T1 Data Circuit for an average of 15.34Kbps per subscriber.  CrossLink maintains a significantly lower customer to T1 ratio to provide subscribers with the bandwidth they require.
• Bridges or Adapters  are slower - The vast majority of DSL providers use DSL bridges or adapters because they are significantly cheaper that DSL routers.  Even if the subscriber uses a router they are effected by the bridges or adapters on the DSL providers network.  CrossLink's Month-to-Month DSL service is significantly faster because it uses a DSL network that has no DSL Bridges or Adapters.  DSL networks with Bridges or Adapters are slower because all routing issues must be sent back to the DSL Internet Service Provider for resolution.  This round trip requires time and uses back haul bandwidth which is no longer available for sending data.  Internet Service Providers whose routers must resolve routing issues for DSL Bridges and Adapters quickly become congested, not only slowing down the resolution of all routing issues but also all other data traffic making everyone's connection slower even if they are using a router.
• Bridges or Adapter are a security risk - DSL Bridges or Adapters are nothing more than an Ethernet port on a large multi-location network.  This means anyone on the multi-location network can hack into a subscriber's network unless elaborate security precautions are taken.
• Monitoring - One of the nations largest DSL Clec's doesn't monitor circuits for problems.  CrossLink has staff members on this service and whenever a circuit is down you must enter a trouble ticket on their web site.  If you call their network operations people they become very upset and demand to know how you got their phone number.  While CrossLink can offer this service we recommend our Month-to-Month DSL service with 24 hour a day, 7 days a week monitoring of every subscribers DSL circuit.  With this service the network operations staff immediately notifies CrossLink of problems with any circuit and does not have to be notified before they take action to restore service.
• Certified Circuits - The DSL Clec that provides the DSL circuits for CrossLink's Month-to-Month DSL service uses DSL certified loops to avoid the performance problems associated with using the uncertified dry copper wire pairs that are used by the other DSL Clecs.
• Lower Sales Price - To offer a quality DSL service providers must generate sufficient revenue.  Some providers generate supplemental income by selling advertising, the names and address of their subscribers, the phone numbers of their subscribers and/or information on the web sites their subscribers visit on the Internet.  Some providers reduce cost by using less efficient technology that is cheaper, mapping too many subscribers to one back haul circuit, carrying a subscriber's traffic cross county before it enters the Internet just to avoid the cost of entering the Internet at the closest entry point, having one one circuit into the Internet instead of redundant circuits or by having too few staff members to correctly support their subscribers.

Is Frame Relay service available in the subscriber's area.
Frame Relay service is available in all Bell Atlantic and GTE service areas.

How long does it take to get a Frame Relay circuit installed?
It usually takes between five and six weeks.

Is there any kind of high speed access available for a subscriber who is waiting for a Frame Relay Circuit to be installed?
The Quick Start program can provide temporary bonded analog modem access for a business while they wait for a data or DSL circuit to be installed.  Please refer to Quick Start for details. 

What equipment does the subscriber need to provide for this service?
We provide the CSU/DSU and the router.  The subscriber must provide an available port on their Ethernet network.

Can a subscriber change the configuration of their router?
Routers are configured for the subscriber prior to shipping.  If the customer or their consultant changes the settings we are not responsible for any problems.  If the customer or their consultant can not correct any problems that result from an attempt to reconfigure a router then CrossLink will reconfigure the router at a charge of $125.00 per hour.

Can the subscriber load Firewall or VPN software into routers on Frame Relay circuits?
No.  Firewall and/or VPN software can not be loaded in a router provided by us.  Loading of Firewall and/or VPN software in the router degrades performance.  Firewall and/or VPN solutions should be installed between the router and the subscriber's network.

In case of circuit failure what should the subscriber do?
The subscriber should power cycle the router by turning it off and on.  If the circuit does not reestablish itself in a couple minute the subscriber should call CrossLink.  Frame Relay Data Circuit customers are given a special phone extension for reporting problems with a dedicated data circuit.  This number is available 24 hours a day, 365 days a year.

Why do some companies offer Data Circuits at a lower price?
There are many reasons some companies charge less for what they claim is the same thing.

• Over aggregation - Some companies sell too many data circuits for every circuit they have into the Internet.  CrossLink recently discovered that a company that had sold CrossLink a circuit had aggregated 91 other customers on the same T1 circuit back into Northern Virginia.  The circuit was extremely slow an a replacement circuit from a different vendor has replaced ut.  CrossLink maintains a significantly lower customer to T1 ratio to provide subscribers with the bandwidth they require.
• Monitoring - CrossLink monitors Frame Relay Data Circuits 24 hours a day, 7 days a week.  If a circuit or router should ever fail the Network Operations staff is immediately notified so that they can restore service in the least amount of time.
• Lower Sales Price - To offer a quality service providers must generate sufficient revenue.  Some providers generate supplemental income by selling advertising, the names and address of their subscribers, the phone numbers of their subscribers and/or information on the web sites their subscribers visit on the Internet.  Some providers reduce cost by using less efficient technology that is cheaper, mapping too many subscribers to one back haul circuit, carrying a subscriber's traffic cross county before it enters the Internet just to avoid the cost of entering the Internet at the closest entry point, having one one circuit into the Internet instead of redundant circuits or by having too few staff members to correctly support their subscribers.

Can a satellite dish be installed anywhere?
A satellite dish must have a clear line of sight to the SSW sky.

How long does it take for delivery of a satellite dish?
Satellite dish orders are filled on receipt and the dish is shipped by UPS ground.  Normal delivery is two to three days.  Guaranteed next day delivery is available for an additional $45.00.  Guaranteed second day delivery is available for an additional $30.00.  Guaranteed third day delivery is available for an additional $20.00.

How long does it take to install a satellite dish?
Normal installation is a couple of hours.

How does a subscriber who installs their own dish know where it should be pointed?
Prior to installation the subscriber installs the software on the CD that comes with the satellite dish and runs the installation program.  This program will ask for their location and them give them both the compass heading and elevation in degrees.  The subscriber uses the compass to install the dish in the direction specified.  Then the subscriber uses the guide on the dish to find the proper elevation.  Fine tuning requires moving the dish up to 10 degrees in both directions and up and down.  This can either be a two person job or if the subscriber can hear the speakers in their system they can listen to the tone emitted and make the adjustments.

If the subscriber wants installation by an independent installer how long will satellite dish installation take?
Usually within a few days to a week, but installation depends on when the installer is available.

What type of cable is required?
RG-6 cable with F connectors.

What type of computer interfaces are available for a satellite dish?
The subscriber must specify PCI card or USB interface on their order.

Is there latency or a delay in getting a satellite signal?
Compared to a dedicated T1 or T3 data circuit there is some latency due to the distance the signals must travel to the satellite and then back down to the subscriber.  Given the speed of transmission this latency is minor and the service is much faster than a standard dial-in Internet connection.

Does DirecPC do anything to speed up surfing for subscribers?
Yes, DirecPC caches the current content of the most popular web sites on servers in Maryland and when an inquiry is received immediately sends the content to the satellite.  The time required to go through the Internet for a specific inquiry is saved, because the content is already available and ready to be transmitted.

If a subscriber doesn't need high speed downloads can they just use their dial-in access account to upload and download information from the Internet?
Yes, the standard login procedure is to access CrossLink and then login into the satellite system.  You do not have to log into the satellite system and can upload and download using a standard modem.

If the satellite service is ever unavailable for any reason can a subscriber still use the Internet?
Yes, they use their normal dial-in account.

Can more than one computer be used with a satellite dish?
Yes, but special proxy server software is required.  Hughes DirecPC recommends, sells and supports the SatServ software for use with the DirecPC system.  CrossLink only sells, recommends and supports the SatServ solution provided by DirecPC for multiple computers using the Office Surfer and Network Surfer packages.

Can other proxy server packages be used with the DirecPC satellite dish?
At present CrossLink only sells and supports the SatServ solution that is being provided by Hughes DirecPC.  CrossLink is, however, testing a more cost effective proxy server package and exploring the use of hardware based solutions to support multiple users.

What other companies sell DirecPC in the Mid-Atlantic states?
DirecPC is sold as an out of the box commodity by almost 40 Best Buy stores, 10 antenna and electronics sales and installation firms and two computer resellers.  These locations only sell the Family and Office Surfer solutions.  At this time only the two computer stores support multi-computer proxy server solutions.  Compared to Best Buy, we charge $5.00 more a month on the Family Surfer package and $20.00 more a month on the Office Surfer package because we does not charge $1.95 an hour if the subscriber exceeds the maximum number of hours in the package they purchase.  If a Family Surfer subscriber exceeds the maximum number of hours with us the additional charge is only $.95 an hour paid directly to Hughes DirecPC.  If an Office Surfer subscriber exceeds the maximum number of hours with us the additional charge is $1.10 an hour paid directly to us.  In addition, we provide value added services including Level 1 support for the DirecPC family of products.

Why don't we offer Hughes DirecPC's Executive Surfer program?
Statistically most users will exceed 25 hours a month and when Hughes bills them $.95 an hour for every hour or fraction thereof over 25 hours, a percentage of these customer will call the CrossLink reseller or CrossLink to protest that they didn't use the number of hours they have been billed for.  It's simply not worth the effort to deal with super price conscious subscribers who require more support and time than the revenue they generate.  Therefore we have elected not to promote the Executive Surfer program.

Can a subscriber purchase the Network Surfer packages from other companies.?
At this time CrossLink and Eagles Nest are the only companies in the Mid-Atlantic states that are selling the Network Surfer packages.

Can a subscriber purchase two satellite dishes and use the same account from two locations?
No, each dish has it's own unique account number.  If a subscriber installs two dishes they must have two accounts.

Can the satellite service be used to upload information to the Internet?
No, the type of dish required to upload information to the Internet is significantly more expensive and is not available through us or DirecPC.

What happens if a subscriber exceeds the maximum number of hours in the package they ordered?
Hughes automatically charges residential customers that exceed 100 hours of access at the rate of $.95 per hour or fraction thereof.  We automatically charge business and multi-user customers that exceed the number of hours in the package they ordered at the rate of $1.10 per hour or fraction thereof.

Can a subscriber upgrade their package?
A subscriber can upgrade to a package with more hours at any time with the effective date being the first of the following month.

How does the service work if you have more than one computer?
The satellite and telephone line are both connected to a computer that is not only used by a subscriber but which also functions as a proxy server.  All other systems that access the Internet must be networked with the proxy server using industry standard Ethernet cards.

Can a subscriber use an ISDN line for uploading data?
Yes, in most areas subscribers can use an ISDN line to upload data.  Please refer to the local access site list for your state that can be found at http://www.crosslink.net to determine if dial-in ISDN is available for the subscriber's area.  Using a single 64Kbps "B" channel cost the same as using a analog single dial-in line and is available for all sites which support ISDN.   A list of all sites that support ISDN can be found at http://www.crosslink.net.  Select the state you are interested in and then look for the local site for your area.  Bonding two 64Kbps ISDN "B" channels together to get 128Kbps will only work if both ISDN calls come into the same physical piece of equipment in your local CrossLink access site.  Bonding two "B' channels can not be guaranteed and may require multiple phone calls.

What options are available if the subscriber wants to use two or three bonded analog phone lines?
We only recommend the WebRamp router product using the "Colt" bonding technology.  Our local access site equipment will only bond two or three multilink PPP calls together if they are received by the same physical piece of equipment.  Since there are multiple Cisco boxes at most of our local access sites calls are frequently received by different boxes and bonding using multilink or Netopia R-2121 routers can not be guaranteed.  Once one line is connected multiple attempts can be made until a second and third line connect to the same box.

Is there a problem bonding with 24x7 services?
With 24x7 services once the calls are received by the same box the connections are live 24 hours a day, 7 days a week and there is no need to call in again unless the connection is lost.

What happens if the subscriber can't download via satellite?
The first thing for the user to do is to log off from the Internet, power down their system or the proxy server if they are using proxy server software and then reboot.  Powering the system off and then trying to download via satellite will usually reestablish the connection.

Can a subscriber use their satellite dish to get DirecTV (television over satellite)?
No, the DirecPC satellite dish will not support DirecTV.  Hughes does manufacture a DirecDUO dish which supports both Internet and TV reception using the same dish.  This DirecDUO dish with TV Receiver and PC Interface is available for $740.00 including shipping and sales tax, where applicable.  The installation kit for the DirecDUO dish is $54.00 including shipping and sales tax, where applicable.  The DirecDUO option is more expensive than purchasing the DirecPC disk through CrossLink and a DirecPC dish through a retail reseller of DirecTV.  The DirecDUO option is a special order that requires two to three weeks for processing.  The DirecTV and DirecPC packages must be purchased separately.

How many E-mail addresses does a subscriber get with the service?
One free E-mail address comes with the service.  Additional 5MB E-mail address are available for $1.00 per E-mail address per month.  Larger MegaMail E-mail boxes are available at the rates currently in effect for MegaMail E-mail boxes.

Can a subscriber run an Internet server over their satellite connection?
If a subscriber has an Internet server they need greater upload bandwidth than a single or bonded dial-in connection.  The subscriber should either order a DSL or Frame Relay Data Circuit; have us host their web site; or CO-locate their web server in the CrossLink Operations Center directly on T3 circuits into the Internet.

What happens if the subscriber wants to cancel?
Cancellation received in writing by the 20th of the month can be effective the last day of the month or the last day of any subsequent month.  Cancellations received after the 20th are effective the last day of the following month or any subsequent month after that.

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