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FAQs

1. What is Netcelerator and ADSL?

Netcelerator is the brand name of Plateau's high speed Internet service. ADSL is an acronym for Asymmetrical Digital Subscriber Line. It is a high-speed data link that can be used for Internet access, video conferencing, and work at home applications. ADSL applications consists of a pair of DSL modems on both ends of a twisted-pair copper line, usually a telephone line, that provide asymmetric transmission of data, up to 1.5Mbps downstream (from the Internet) and up to 512Kbps upstream (to the Internet), depending upon line length, network configuration and the capabilities of the particular modem. A key advantage of Netcelerator ADSL is that it can operate over existing copper telephone wiring without affecting voice transmission. There are other types of DSL such as HDSL, IDSL, RADSL, SDSL, and VDSL; however, Plateau uses ADSL for the unique advantages it provides to our customers.

2. How Does Netcelerator DSL compare to other types of Internet Services?

• Regular Dial-up Service (Average time to download a 3.75Mb video clip (min:sec)):
  • 14.4 Kbps dial up modem: 35:53
  • 28.8 Kbps dial up modem: 17:47
  • 33.6 Kbps dial up modem: 15:14
  • 56 Kbps dial up modem: 09:09
  • 1.5 Mbps DSL modem: 00:20
    
    
• Cable Modem

Plateau's Netcelerator service offers lightning fast speeds of up to 1.5Mbps downstream, 512Kbps upstream, depending on plan type, and it runs over your existing telephone line which means there is no need for additional wiring or cabling. Your Netcelerator connection offers the security of a dedicated connection, so your speed is consistent and you do not have to share your bandwidth with other users, as is the case with cable modems. Important files can be transmitted with the peace of mind that comes with having a dedicated connection. And with Plateau, you have the option of owning the DSL modem so there are no rental fees or other charges. Overall, Plateau believes that Netcelerator ADSL is the optimum choice for your high speed Internet connection.

3. Does Netcelerator ADSL tie up my existing phone line?

Absolutely not. Netcelerator is designed to offer customers voice phone service over your existing telephone lines. Voice quality is not affected and you can even fax or use your existing analog modem over the same line as Netcelerator ADSL.

4. Can I still use existing features such as Caller ID, Call Waiting and Call Forwarding if I also purchase Netcelerator aDSL?

Yes. The addition of Netcelerator aDSL on your existing phone line does not interfere with these features.

5. Does Netcelerator ADSL affect my current dial-up Internet service to Plateau?

Your current dial-up service to Plateau Internet or other ISP will work. When you change to Netcelerator ADSL, you can keep your existing dial-up connection, if you wish.

6. Where is Netcelerator ADSL offered?

Plateau Telecommunications offers ADSL in all ENMR•Plateau exchanges, subject to the configuration of the telephone network and provided the customer premise is within the distance limitation of the Internet Access Point, Central Office or DSLAM as it is known.

7. What is a DSLAM?

A DSLAM is an acronym for Digital Subscriber Line (DSL) Access multiplexer. It is the point in the network that serves as the interface between a number of subscriber premises and the carrier network. The DSLAM is a packet multiplexer that serves to multiplex the data and perhaps voice packets from multiple customers in order to transmit them over one or more high speed circuits. In Plateau's case it used to send the voice packets to the PSTN (Public Switched Telephone Network) and the data packets to the Internet. Plateau has many DSLAM's through its network in order to serve a large percentage of ENMR•Plateau's customer base.

8. Why does the customer premise have to be within a certain distance limitation of the DSLAM?

Because DSL is a high speed data service, the distance between the customer premise and the DSLAM affects the rate at which data can travel across the copper wires. The usual distance limitation is 18,000 feet from the Central Office, however due to advanced technology employed by Plateau, that distance limitation of 18, 000 feet from the Central Office no longer applies. Today, Plateau is able to serve many customers that are over 100,000 feet from the Central Office. Please read below for more details.

9. What if my home or business is outside of the standard 18,000 feet distance limitation of the DSLAM?

Plateau has partnered with an equipment manufacturer that enables the DSL to be extended well beyond the standard 18,000 feet distance limitation, in some case up to 100,000 feet. Customers outside of the normal 18,000 feet distance limitation will require the installation of a separate phone line at their home or business. This line (if facilities exist) will be provided at no charge, as it will be used exclusively to transport data and not voice. Plateau has gone to great lengths to ensure that as a many customers as possible qualify for Netcelerator.

10. What equipment or facilities do I need?

• Network Interface Card (NIC). This piece of equipment is sold by Plateau but can also be purchased at most any store that handles computers or electronic devices. Netcelerator customers are responsible for having the NIC installed. The NIC is required in order to connect the DSL modem to the computer. Most Network Interface Cards can be purchased for under $40.
  
  
• G.lite external DSL modem. This piece of equipment is sold by Plateau and may be purchased in installments. The modem Plateau offers is one of the least expensive and easiest to install on the market. Plateau guarantees that the modem it sells will work on its network. Other g.lite modems have not been proven to work on Plateau's network and are therefore not guaranteed. In general, g.lite modems are less expensive than non-g.lite modems and are intended to comply with International standards although some work better than others. The modems sold by Plateau can be purchased for under $225. See question and answer below for the particular type of modem to purchase.
  
  
• Line Filters. Subscribers to any g.lite DSL service will probably require a filter on each analog telephone device on the premise except for the DSL line. These filtering devices ensure that the high frequencies of DSL do not interfere with the low frequencies of voice. Plateau will furnish one filtering device upon installation of the DSL line. Additional filters may be purchased through Plateau and most can be purchased for less than $15 each.
  
• Additional phone line for Subscribers outside of the standard 18k feet distance limitation. As stated earlier, customers whose home or business resides outside of the standard 18,000 feet distance limitation will require installation of a separate phone line at their premise. This additional phone line (if facilities exists), will be provided at no charge to the customer as it will be used to transport data only. Voice traffic will not be placed on this line as voice traffic cannot travel at this distance over copper pairs without repeaters.

11. What is the minimum equipment (computer) standard?

• Windows: Version Windows 95 or higher, one PCI port available, 16Mb of RAM, 40Mb available on hard disk, CD-ROM or 3.5" 1.44Mb floppy, 486 DX2 66 or higher, Network Interface Card (NIC).
  
  
• Macintosh: OS 7.0 or higher, 68030 processor, 16Mb of RAM, 40Mb available on hard disk Network Interface Card (NIC).

Plateau Telecommunications cannot guarantee that service will be compatible with all computer system configurations.

12. What are the speed capabilities of Netcelerator aDSL?

The connect rates are up to 1.5Mbps downstream and up to 512Kbps upstream, dependant upon the plan that is purchased. Because of technical factors beyond our control, speed rates cannot be guaranteed.

13. Why does Plateau not guarantee the speed at which I am connected?

There are several factors outside of the control of the service provider which prohibits Plateau from guaranteeing the rates at which customers connect. These may include, but are not limited to, the gauge of the copper telephone wires, distance from the DSLAM or Central Office, amount of traffic on the upstream server or web site and the Internet backbone itself. The only portion of the network that Plateau can guarantee is the loop between the customer premise and the DSLAM.

14. What are some of the reasons a telephone line does not qualify for service?

• The customer premise is outside of the distance limitation of the Internet Access Point or Central Office. This distance is determined by the actual length of your cable pair, not the driving distance from the customer premise to the Central Office.
  
  
• The facilities serving the telephone line are not equipped to provide Netcelerator at this time.
  
  
• The telephone line has been enhanced with special equipment to provide better voice quality which disrupts the signal needed for Netcelerator service.

15. Why are the downstream and upstream speeds different?

The downstream data speed refers to the connection rate or "sync rate" to your computer from the Internet. The upstream speed refers to the connection speed from your computer to the Internet. Since most Internet and business LAN applications require you to download large amounts of data from the Internet while sending relatively small amounts of data to the Internet, Plateau Telecommunications reserves most of the bandwidth to download data.

16. What is included with Plateau's Netcelerator Service?

Netcelerator includes unlimited use, always-on, high speed access to the Internet with up to five free email addresses and a private, dynamic IP address.

17. What is not included with Plateau's Netcelerator Service?

The price of Netcelerator does not include the cost of your telephone line. However, Plateau's Netcelerator DSL service allows simultaneous voice and data transmission in most cases, so you will be able to access the Internet, fax or talk on the telephone at the same time using a single line. Plateau does not provide the network interface card for your computer but one may be purchased from Plateau.

18. What is an IP address?

An IP address is an Internet Protocol address and may be thought of as an "Internet Phone Number". Everyone who uses the Internet needs an IP address; the only question is which type of address to I need?

19. What is a Static IP and do I need one?

A Static IP address is one that remains the same every time a user logs on to the Internet and is generally public. Because it is a "fixed" address, it is easier for other Internet users to locate and connect to the hosting computer. It enables a user to "host" a web site, or other type of server connection (e.g., an email or FTP server). This type of addressing is only available to Netcelerator customers at an additional cost and subject to Plateau Internet Terms and Conditions.

20. What is a Dynamic IP and can I get one?

This is an IP address that enables a computer to be identified on the Internet while the user is on-line. A dynamic IP address is one that is temporarily assigned to a user from a pool of IP addresses from a centrally administered server. The user has a different IP address each time the user logs on to the Internet or after a period of time a user is logged on, also called a lease period. Plateau uses this type of IP addressing for its DSL and dial-up Internet customers.

21. So what type of modem and IP do I need?

This question may best answered by answering the following questions:

• Are you a business or residential user that only needs one Static (Public) IP address?
• Are you a business or residential user that needs up to 6 Public IP addresses and are willing to be charged for the additional 5 dynamic IP's or for the additional Static IP?
  • If you answered "yes" to any of the questions above, then it is suggested you purchase a bridged modem or the Efficient model 5260 or 5360.
• Are you a business or residential user that needs between 1 and 10 Private IP addresses and you are not willing to be charged for additional addresses?
  • If you answered "yes" to this question, then it is suggested you purchase a routable modem or the Efficient model 5660.

Please note: The Efficient 5660 (routable) modem can be converted to a 5260 or 5360 (bridged) modem but a 5260 or 5360 cannot be converted to a 5660 modem. Also, additional configurations such as an external DSL router attached to an Efficient 5260 or 5360 are compatible with Plateau's DSL network but cannot be supported by our Technical Support Staff. If you choose this solution, you will need to contact the manufacturer of your equipment to resolve any connectivity issues you may experience.

22. Can I talk to a "live" person regarding this service?

Absolutely! Plateau's friendly Customer Service Representatives or Technical Support Staff can be reached toll free at 1-800-432-2369 or in the Clovis area at (575) 389-5100.