Meeting Your Internet Needs and Answering Your Questions
At Mosaic Telecom, we understand that you might have questions about how our Internet services work. We also know that sometimes you just want to have quick access to the answers to those questions. That's why we've provided a list of our most Frequently Asked Questions when it comes to our Internet services. If you still don't see what you're looking for, please give us a call!
High Speed Internet Connections
- Do I need a phone line with broadband service?
No. The broadband service does not need a dial-tone line to connect to the Internet.
- How can I tell if my computer has an Ethernet card?
Windows Vista - Click Start/Vista icon, right click Computer and left click on Properties. Click on Device Manager. You should see a list of devices on your system. Find the item on the list that says Network Adapters and then click the + (plus sign) next to it. If it has a - (minus sign) instead, ignore this step. Under Network Adapters you should see a list of all network adapters installed on your computer. If you have an Ethernet card, it will be listed here.
Windows XP - Click Start, right click My Computer and left click on Properties. Click on the Hardware tab. Click the Device Manager button. You should see a list of devices on your system. Find the item on the list that says Network Adapters and then click the + (plus sign) next to it. If it has a - (minus sign) instead, ignore this step. Under Network Adapters you should see a list of all network adapters installed on your computer. If you have an Ethernet card, it will be listed here.
- How do I connect my XBox to the Access Plus service?
Connecting your XBox to the broadband connection can be done a couple of ways. If you choose the direct connect, you will need to contact us to authenticate your username/password in order for the connection to work.
Direct connect: This method allows only one device (the XBox) to access the Internet at one time. Because the XBox does not have a MAC address, you will need to contact our Internet Support Department. to authenticate your username & password before the XBox will work on the broadband connection.
Network with a router: This method allows both a computer and the XBox to use the Internet at the same time.
You will need to authenticate your username and password using the computer before the XBox will work on the broadband connection. See How Do I Setup My New Computer To The Broadband Service for more information.
- How do I get the dial-up connection window to stop coming up?
Windows 2000 - Click Start, Settings, Control Panel. Double click to open the Internet or Internet Options icon. Click the Connections tab. Select Never Dial a Connection or Connect Using a LAN (Local Area Network) depending on what your screen options are.
Windows XP, Vista - Click Start, Control Panel. Double click to open the Internet Options icon. Click the Connections tab. Select Never Dial a Connection. Click OK to save changes.
- How do I hook up 2 or more computers to the Access Plus service?
To connect two or more computers to one Access Plus connection will require you to purchase either a hub or a router (we recommend a router for its firewall abilities). Routers can be purchased at any of our local offices.
Connect the hub or router's WAN/Internet port to the LAN port on the small box by your computer (or the Gateway if you have Digital Video). Connect the computer's Ethernet card to the hub or router's LAN ports.
Set the router to connect via DHCP (refer to the router's documentation for help). The first computer to access the Internet will get a web site asking you to enter your Mosaic Telecom assigned username and password. After your username/password has been accepted, you will be instructed to restart the router (unplug the power source then plug back in).
After all lights on the router are restored, click Refresh on your browser window and your home page should come up. If connected correctly, all computers should now be able to access the Internet.
- How do I setup my new computer to access the broadband service?
Using an Ethernet cable, connect the computer's Ethernet card to the LAN/Ethernet port on the small box by your computer (or the Gateway if you have Digital Video). If you install a router*, set the router to connect via DHCP (refer to the router's documentation for help). Open your browser (Internet Explorer, Netscape, etc.). You should get a sign-in web page.
Enter your Mosaic Telecom assigned username and password then click Connect. After your username and password have been approved you will be instructed to restart your computer or router. After the restart is complete, the computer will be connected to the Internet. Open your browser and go.
*Installing a router between the Ethernet connection and the PC will increase your security protection and keep your PC safer from the viruses and hackers that are on the Internet.
- I can’t get all of my computers to connect to the Internet.
- To get multiple computers online simultaneously you will need to purchase a router.
- If you have a router and any one of your computers are able to access the Internet, the issue is with your home network (router). Please contact the manufacturer of your router for support.
- I can’t get on the Internet.
- Power cycle the modem that Mosaic Telecom has installed at your location. If you have a router, turn off both the router and the modem. Then turn on the modem first and the router second.
- If you have a router and Internet service was not restored by power cycling both the modem and router, bypass the router and plug the modem directly into the computer.
- Please contact Technical Support for assistance with performing any of these tasks at 800-306-9498.
- I moved my computer, now it won’t work?
When Internet service is installed at your location it is configured to only work from the jack it was installed on. Any other jack at the location will not be wired for Internet service.
If you would like to move your computer you can do one of two following things:
- Purchase a wireless router which allows you to move your computer within your location. If you have a desktop computer, you likely will have to purchase a wireless network card as well.
- Have a Mosaic Telecom Technician wire the jack in the room you’d like your computer to be in for Internet service. This will incur charges. Please contact Mosaic Telecom for assistance at 800-924-3405.
- My Internet is running slow.
There are many reasons that could contribute to a computer and/or Internet running slower than usual. The most common culprit is acquiring adware and spyware from surfing the Internet.
Adware is any software application in which advertising banners are displayed while the program is running. It can be viewed through popup windows or bars displayed on your computer screen. Some Adware includes code that tracks a user's personal information and passes it along to third parties without the user's knowledge or authorization, this is called Spyware.
It is important to periodically scan your computer for adware and spyware. Free adware and spyware scanning and removal software are available on the Internet for removal.
Some examples include Spybot Search & Destroy and Adaware.
Please contact Technical Support at 800-306-9498 if the speed issue continues after you’ve scanned for adware and spyware.
- What does it mean to power cycle?
Power cycling refers to turning the device's power off and then on in order to get the device to function again.
- What does my computer need to connect to Mosaic Telecom Internet service?
Your computer will need an Ethernet (NIC) card installed in it. An Ethernet card can be purchased at any of Mosaic's offices. An Ethernet card can be installed by a Mosaic Telecom technician on a Windows XP or newer computer for $24.95 at the time of Access Plus install. (no wireless, no Mac, no laptops, no networking.)
- What does the installation process involve?
All installers are specialists who will quickly and efficiently install equipment and activate the broadband service. If your broadband is provided via DSL, our technicians will install the necessary equipment, wiring and jacks from the demarc point (where the phone line comes into the building) to the PC. If your broadband is provided via a wireless connection, the radio and antenna equipment may need be mounted on a roof or outside wall. A cable from the transceiver will connect to a small box that will be placed close to the PC that provides power for the transceiver and an Ethernet connection for the PC or router.
- What is a modem?
A modem is a device installed by Mosaic Telecom that delivers Internet access to your location and translates the communication between your computer and Mosaic’s Network.
- What is a router?
A router is a device that allows multiple computers to be online simultaneously as well as provides increased firewall protection from the Internet.
- What precautions should I take during storms?
Unplug your computer, modem and/or router from the power source. Simply unplugging the power strip or surge protector will many times not safeguard your electronics. Nearby lightning strikes can cause surges through the power lines or phone lines into your house or office, and these often damage your electronics.
- Why did Mosaic Telecom quit using PPPoE, WinPoET, and MacPoET?
PPPoE is Point-to-Point Protocol over Ethernet. WinPoET and MacPoET are software programs that establish a PPPoE connection to the Internet. Mosaic Telecom no longer utilizes PPPoE as a connection method. All broadband connections should now be made using DHCP (Dynamic Host Configuration Protocol). DHCP does not require installing additional software.
If you currently use MacPoET or WinPoET to connect to the Internet, you can stop using it. Simply open your browser (Internet Explorer or Netscape) and you should be on the Internet.
- Why is my computer so slow?
There are many reasons that can cause your computer and the Internet to be slow or appear to be slow. Following are some things you can do to insure your computer or cordless telephone is not causing the Internet to appear slow.
Adware and Spyware can slow down your computer and Internet connection. Remove all Adware and Spyware from your computer.
Temporarily disable all firewall and anti-virus software and see if things speed up.
If you have a 900 MHz or greater telephone near your computer, try moving the telephone away to see if the problem is resolved. These phones can cause the broadband to experience intermittent loss of connection.
Perform a speed test. If you have a 768k connection your results should approximately be 660-700 kbps. If you have a 512k broadband connection your speed test results should be around 440-460 kbps. If your broadband connection is 256k you can expect to get speeds around 210-230 kbps. Multiply the speed test results by 8 to get the kbps rate.