Shentel Internet Support FAQ

Table of Contents

Viruses

• How do I sign-up for Shentel's FREE VirusBloc?
• What do I do if my computer gets a virus?
• How can I prevent getting a virus on my computer?

E-mail

• I need to stop junk mail or SPAM.
• I'm having trouble sending and receiving my e-mail.
• I need help setting up e-mail identities in Outlook Express.
• I get this error in my e-mail program: "no relaying...denied."
• My friend can't send me e-mail - it always bounces back!
• I see errors in the e-mails I send or receive.
• My e-mail messages download multiple times.
• My e-mail messages won't remain deleted.
• As soon as I send or receive e-mail I'm disconnected.
• I'd like to add another mailbox.
• How do I check my mail away from home?

Connecting to the Internet

• I'm setting up my connection and I can't find the Internet Connection Wizard.
• How can I connect when I'm out of the local area?
• I would like to check my usage statistics.
• I need to change my password.
• How do I use an Internet Answering Machine?
• My High-Speed Internet connection isn't working.
• My password is rejected.
• A log-on prompt keeps appearing.
• I get a "No Dial Tone" error.
• The "Save Password" field is grayed out.
• I see "No Answer" when I try to connect.
• The phone number I dial is "busy" all the time.
• My connection drops after a few minutes.
• I used to connect at 42,000 and now I only connect at 24,000.
• I keep getting a TCP error.
• I keep getting a remote access error.
• Every time I try to connect I get "there was no carrier signal… try again."
• My computer says that there is no modem installed.
• I get this error: "Computer you are dialing is not answering."

Browsing the Web

• My home page has changed. How can I get it back to Shentel?
• I keep seeing script errors when viewing web pages.
• I see a white page with "Page cannot be displayed."

Web Site Services

• I'd like to sign up for web hosting.
• How do I set up my own web site?

High-Speed Internet

• What is ADSL?
• Why is ADSL called asymmetric?
• Does High-Speed Internet work on my existing phone line?
• If I am on the phone, will that decrease my bandwidth when downloading?
• What is the market for ADSL?
• Can the Internet keep up with so much speed?
• What affect will my additional services have on High-Speed Internet?
• If my High-Speed Internet modem fails or loses power, do I lose phone service?
• How does High-Speed Internet compare to cable modems?
• Can I connect to AOL?
• Can I host a Web page?
• Can I connect multiple PCs or a LAN to my High-Speed Internet service?
• Can I use my Microsoft Internet Explorer® browser?
• What is a NIC?
• What is a USB port?
• What is a MAC address?

Viruses

Be sure to first do a live update of your anti-virus software, McAfee or Norton, and then scan your system. You may find more information as well as detailed removal instructions at one of the two recommended sites listed below. Please understand that Shentel does not endorse one product over the other. You may purchase either of these products at your local computer store (Shentel Internet Agents), or online.

• Symantec, which produces a software package called Norton AntiVirus at securityresponse.symantec.com.
• McAfee, which offers McAfee VirusScan, available at vil.mcafee.com.

If you have any problems or difficulties removing a virus, you may have to seek the assistance of a computer technician. Shentel Internet is not able to offer technical support for either of these products or any other anti-virus software, nor can we be responsible for any difficulties you may experience while working with any of these software programs.

For more information about viruses, please view our virus information page.

• Never open an e-mail with an attachment that you are not expecting or is from someone you don't know.
• Remember to update your anti-virus software as often as possible so that it includes the most current virus definitions.
• Be sure your e-mail program does not automatically download attachments. Click on Tools/Options/Read, and uncheck "Automatically download messages when viewing in the Preview Pane."
• Close the Preview Pane in your Outlook Express view layout. While inside your e-mail program, click View/ Layout, and then uncheck the Preview Pane option.

For more information about viruses, please view our virus information page.

E-mail

Shentel offers anti-spam protection with SpamBloc, powered by Brightmail®, the industry leader in both anti-spam and anti-virus technology. This tool automatically reduces the amount of spam you receive.

A user's address can be picked up very easily off the web, from e-mail and newsgroups to high-risk activity and web browsing. We want to make it clear that Shentel never gives out a user's e-mail address.

Spammers have become more and more sophisticated and many times they are difficult to keep up with. In most cases spam does not appear to be addressed to the particular receiver. The big spam companies have the ability to hide the true e-mail recipient, many times by using a blind copy or "bcc:" that you might notice in your own e-mail program. In addition, they are able to give invalid return addresses that can, of course, be forged by any user.

There is currently no foolproof method to tell what mail is spam and unwanted vs. mail that is desired and useful. Until a better, failsafe method is developed, the trash is your best bet after you've followed the following tips:

• Block senders:
  In Outlook Express, click on Inbox in the left-hand navigation column. Click once on the offending message. Please be sure the message itself is not opened but merely highlighted in the Inbox. Then, click on Message in the top horizontal bar. Next, click on Block Sender. This will keep you from receiving further messages from this sender.



• Mail filters:
  To set additional Mail Rules or to modify existing ones, click on Inbox in the left-hand navigation column. Then, click on Tools in the top horizontal bar. Next, click on Message Rules, and then Mail. This will open a new window. Click on an existing rule and click Modify, or create a new rule and follow the prompts. This will greatly enhance the filtering of unwanted e-mail.

The last option in fighting spam is changing your e-mail address. There is a $10 charge associated with this. If you feel this is the only option left for you, please contact our Customer Service department at 1.800.SHENTEL, Opt. 1 and they will handle your request.

For more information, please view our Spam information page.

You may have incorrect settings. Please check the following items in your e-mail account settings, within your e-mail program. There is no need to be online while following these instructions.

In Outlook Express, click on Tools/Accounts/Mail/your account/Properties to view the account settings. Click Servers to view all information except e-mail address, which is listed on the general tab.

• Your username should NOT include "@shentel.net".
• The username and password should be in lowercase.
• Your outgoing mail server should be "smtp.shentel.net".
• Your incoming mail server should be "pop.shentel.net".
• Check that your e-mail address is spelled correctly and in lowercase letters.
• Verify that your REPLY address is spelled correctly as well. This field only needs to be filled out when the reply address is different from the main e-mail address.
• Click Connection at the top and verify that there is a checkmark beside "Always connect to this account using…" Shentel must be selected in the drop-down list below.

First, open Outlook Express. There is no need to be online while you follow these instructions. Click File/Identities/Add New Identities. Type the name of your new identity and decide if you will require a password. If you choose a password, Shentel will have no record of this password. It is controlled by Outlook Express.

Click OK, and you will be asked if you would like to switch to the new identity. Click Yes, and then add the e-mail account information for this identity. If the new connection wizard does not appear automatically, click Tools/Account/Add/Mail and follow the instructions from the e-mail setup wizard.

When the wizard closes, open your new account settings and click Connection. Place a check mark beside "Always connect to this account using…" and select Shentel from the drop-down list. Click OK to exit.

You should now be able to send and receive e-mail within this identity. To add more, simply follow the same instructions. To manage the identities and set a default identity to which the program will open, click File/Identities/Manage Identities.

This error indicates that your outgoing mail server is set incorrectly. Your outgoing mail server should be "smtp.shentel.net," all in lowercase letters.

Verify that your friend has spelled your e-mail address correctly, and that he or she is sending to "@shentel.net" and not "@shentel.com." Also, please be sure that the e-mail address and reply address are spelled correctly.

Your friend's message may be blocked for another reason, though. Shentel has begun using the Open Relay Database, a service that will eliminate a large amount of spam, unwanted mail, coming into our servers and to our customers. This is to better service our customers in two ways:

1. Our servers will perform better without all the unnecessary mail and
   
2. Our users will receive less spam in their mailboxes.

The service filters out any e-mail that comes from a server (Internet Service Provider or personal server) that allows open relay. Open relay means that the server allows anyone to use it to send mail instead of only allowing its own users to send mail. This is how many people send spam.

If you cannot receive mail from someone because they are getting an error message such as "550 5.7.1 Mail from 10.0.0.1 refused by blackhole site relays.ordb.org" then the person who is trying to send you mail needs to contact their own ISP, which will then need to be tested and removed from the database. Shentel cannot remove servers from the list, only ORDB can. Please understand that once the person who is trying to send you mail receives this error message, he must contact his ISP.

If you must receive mail from this person, we recommend you open a free Yahoo or Hotmail account in order to receive that mail. We understand that this is inconvenient for a few of our users, but we believe most of our customers will be quite pleased with the decrease of unwanted e-mail. We thank you for your understanding.

• Permanent Fatal:
  This means the e-mail address to which you are sending is incorrect and the message cannot be delivered.



• Communications error:
  If someone is trying to e-mail you but getting this error, he or she is not properly connected to his or her ISP. This person must contact his administrator to resolve the issue.



• Failed login:
  Your settings may be incorrect. Within your e-mail program, click on Tools/Account/Mail. Highlight your account information and click Properties and then Servers. Uncheck the white box(es) that pertain to authentication.



• The message could not be sent:
  You have forgotten to specify a recipient for this message. Fill out the "TO:" field in your message before sending.

A large e-mail may be jamming up your mail queue on the server end. Please complete the following steps to clear up the problem.

• Go to https://webmail.shentel.net.
• In the e-mail box, type in your Shentel address.
• In the password box, type in your Shentel password.
• You will then view your messages from our server. Look for messages that are large in size and delete them.

This should resolve the problem. Connect to Shentel again and try to download your e-mail.

One more thing could be causing this error on your computer. In Outlook Express, click Tools/Account/Mail/Properties/Advanced. Make sure that "Leave a Copy of Messages on Server" is unchecked.

If this occurs, there is a large or corrupted message blocking your e-mail queue on the server end. Please complete the following steps to clear up the problem.

• Go to https://webmail.shentel.net.
• In the e-mail box, type in your Shentel e-mail.
• In the password box, type in your Shentel password.
• You will then view your messages from our server. Look for messages that are large in size and delete them.

This should resolve the problem. Connect to Shentel again and try to download your e-mail.

If you are bumped off after you send or receive e-mail follow these instructions:

Open your e-mail program, click Tools/Options/Connections. Make sure that there is no checkmark in the small white box beside "Hang up after sending and receiving."

Call our customer service department at 1.800.SHENTEL, Opt. 1 and our representatives will make the necessary changes to your account. Lite Access customers receive one free mailbox, Economy customers receive three, and Unlimited customers receive five. Additional mailboxes may be purchased at $5 per month.

Once you have established your new mailbox and e-mail address, open Outlook Express. You must add your identity first, and then add your new e-mail account. Click File/Identities/Add New Identities. Type the name of your new identity and decide if you would like a password. If you choose a password, Shentel will have no record of this password. It is controlled by Outlook Express.

Click OK, and you will be asked if you would like to switch to the new identity. Click Yes, and then add the e-mail account information for this identity. If the new connection wizard does not appear automatically, click Tools/Account/Add/Mail and follow the instructions from the e-mail setup wizard.

When the wizard closes, open your new account settings and click Connection. Place a check mark beside "Always connect to this account using…" and select Shentel from the drop-down list. Click OK to exit.

You should now be able to send and receive e-mail within this identity. To add more, simply follow the same instructions. To manage the identities and set a default identity to which the program will open, click File/Identities/Manage Identities.

• In the Username box, type in your Shentel e-mail username (lowercase letters).



• In the password box, type in your Shentel password (lowercase letters).



• Click on the "Login" button.



• You then can view your messages.



• From the message screen you may delete, reply, forward, or print the message.

After viewing your mail, you can delete your unwanted messages. If you choose to delete a message, it will be removed from the server. If you do not delete a message, it will remain on Shentel's server giving you the ability to view the messages at your primary location.

If you need assistance with this service, please contact us for technical support by email to support@shentel.net or by telephone at 1.800.SHENTEL, Opt. 2.

Connection Problems

Click on Start/Run and type "inetwiz." This will prompt the Internet Connection Wizard to open and you can continue setting up your new Internet connection. After the wizard closes, simply follow the instruction sheet and finish the steps.

If the wizard setup is denied you may open My Computer/Dial-Up Networking and double-click on Make New Connection.

Shentel provides out-of-the-area access to Shentel users at a cost of $.13 per minute, and there is a one-time fee of $25 required to set up the account. This is available to any user with a dial-up account.

If you are interested, please call our technical support department at 1.800.SHENTEL, Opt. 2.

• Go to our home page at shentel.net.
• Click on "Internet" on the menu to the left and then "Technical Support".
• Click on "Internet Usage and Password Change" on the menu to the right.
• Read the directions and then click on "here" at the bottom of the page to begin the process.

• Go to our home page at shentel.net.
• Click on "Technical Support" on the menu to the left.
• Click on "Usage and Password Change" on the menu at the top.
• Please read the directions and then click on "here" at the bottom of the page to begin the process.

Note: Dictionary words or names too similar to your username will not be approved for security reasons. This utility requires random passwords. Back to Table of Contents

These software programs work with the "Call Forward On Busy" and "Disable Call Waiting" features of your phone line to answer calls while you are online. Once activated, callers no longer get busy signals but are instead transferred to a toll free number to leave a message, which is delivered to you online.

If you are currently using an answering program, be sure you have disabled your call-waiting feature. Double-click on your shortcut to Shentel and click once on Dialing Properties. There should be a checkmark beside "Disable Call Waiting." In the small box to the right you should select "*70" from the drop-down list.

To reconnect with Shentel, open a web browser, Internet Explorer or Netscape, type 192.168.0.1 in the address bar at the top of the screen, and follow the log-on prompts. If this does not work, reboot the High-Speed Internet modem. Find the power switch toward the rear of the modem and turn it off for 30 seconds. If your modem does not have a power switch, unplug the power cord from the back of the modem and wait 30 seconds before replugging. If you still do not have a connection, please call our support department for further help.

First, please be sure your username and password are typed in lowercase letters. Be sure that your Caps Lock is off and unlit on your keyboard.

Also, verify that you are not typing your entire e-mail address as your username. Do not include "@shentel.net" in your username. Please remember that your username is not your given name, as in John Q. Public, but the account name, which allows you to receive your e-mail.

Often this error signifies a denial of service for billing reasons, such as a past due balance. Review your bill and call Shentel's Customer Service department at 1.800.SHENTEL,, Opt. 1 to resolve the matter.

If you do not think it's a billing matter, look through your Shentel records and verify that you're typing the correct password. If you ever change your password, be sure to write the new password down or contact technical support and we will list it on your account.

• Go to My Computer/Control Panel/Internet Options. In Windows XP, click Start/Control Panel/Internet Options.
• When the Internet Properties box pops up, click 'Connections' at the top, highlight Shentel, and click 'Settings'.
• At the bottom of the new box, verify that your username is entered correctly. Please remember that your username is simply the first part of your e-mail address.
• Leave your password field blank.
• Click 'Apply' and then 'OK' to exit and return to your desktop to restart your computer.
• If you can't connect after this, please call technical support at 1.800.SHENTEL, Opt. 2.

This error means exactly what it suggests. Check that your phone line is hooked directly from the wall into the modem jack on the back of your computer and not into the phone! Hook directly into the phone jack, as your phone line, jack adapter, or surge protector may be damaged.

Confirm that you have a dial tone by hooking up a regular phone to the modem jack that remains on the back of your computer, usually labeled "phone" or "ext."

If there is no dial tone, several things could be wrong:

• The jack in the wall doesn't have a dial tone.
  
• The phone cord is damaged.
  
• You have plugged into the wrong jack.
  
• Your modem is not working properly.

If the problem is ultimately with your modem, you will need to call your manufacturer or a shop. If the trouble lies in your phone line, you will need to contact your local telephone company.

This will occur if you are canceling the Windows log-on when you boot the computer. If this is the case, return to your desktop and click Start. Log off Windows, and when Windows asks you to log on again, don't cancel!

Instead, delete whatever is in the username field and type in something new, such as your name. Leave the password field blank and click 'OK'. When your computer returns to Windows, you will be able to check the "Save Password" box.

If the box is still shaded, follow these directions:

• Go to My Computer/Control Panel/Network.
• Look in the white box containing installed network components for "Client for Microsoft Networks."
• If it is not listed, click Add/Client/Add/Microsoft/Client for Microsoft Networks/OK.
• Then verify that "Client for Microsoft Networks" appears in the white box.
• Restart your computer and try to save your password the next time you connect to Shentel.

Please verify that the number you're dialing is correct:

• Go to My Computer/Dial-up Networking.
• Right-click on Shentel and then left-click on Properties.
• When the Shentel Settings box appears, make sure the seven-digit phone number includes no dashes and that the area code has no 1 preceding it and is listed in the correct box, labeled "area code."
• Exit back to the desktop, and restart your computer. If you can't connect after this, please call technical support.

If this happens, the number is usually not being dialed correctly. From the desktop, open your shortcut to Shentel. If you see a 1 or 540 in the phone number field, please remove them. If you make changes you will be asked if you'd like to keep the modified phone number. Please click 'Yes'.

In Dial Properties, you should see 540 (or 304 from West Virginia) in the area code box. If you see a 1 in the area code box, please remove it. If you are dialing from inside an office or a phone network, you will see a checkmark beside "To Access an Outside Line" and an access number. All other boxes should be blank, just as the Area Code Rules page should be blank.

Also check to make sure you are not dialing your own phone number but the correct Shentel access number. The following are our access numbers, be sure you have chosen the number that is a local call for you. If you are not sure, check your phone directory:

Frederick/Clarke Counties: 678-3740

Shenandoah County: 984-9676

Rockingham County: 433-8603

Page County: 743-5411

Warren/Rappahannock Counties: 635-1161

Berkeley/Jefferson/Morgan Counties: 264-3717

If you still have a problem, Go to My Computer/Dial-up Networking. Right-click on Shentel and then left-click on Properties. When the Shentel Settings box appears, uncheck the white box to the left of "Use area code and dialing properties."

Also, be sure that the number you are dialing has no dashes inside the sequence. Exit to the desktop, and restart your computer. If you can't connect after this, please call technical support.

If you are bumped off after you send or receive e-mail follow these instructions:

Open your e-mail program
Click Tools/Options/Connections
Make sure that there is no checkmark in the small white box beside "Hang up after sending and receiving."

If that is not the problem, click Start/Settings/Control Panel/Internet Properties/highlight Shentel and click Settings/Advanced. Please uncheck the disconnection option. Disconnect if idle and Disconnect when connection may no longer be needed. If this does not correct the problem, look through the remainder of your settings.

If none of these suggestions fix the problem, try to dial-up and connect from the NID, the outside phone box of your house. You can dial-up from the outside connection by using an extended phone cord.

You may also choose to update your modem's driver files from the manufacturer's web site. If none of this solves the problem, please call our support department and we will assist you in further troubleshooting.

A slow but steady decrease in connection speed indicates trouble with your modem or phone line. First, check your settings as well as your network properties to be sure you have TCP/IP installed. To do this, go to Start/Settings/Control Panel/Network and search for TCP/IP in the installed network components.

If there were no problems with your settings, update your modem driver. This is equivalent to giving your modem a "tune-up," and may help with your connection speed.

If you noticed no improvement after updating the drivers, please have your phone line tested and then try to connect at the NID, outside phone box.

If you have followed all of these suggestions and still noticed no improvement, you may want to consider purchasing a new modem, preferably hardware-based, depending on the age or warranty status of your current one.

This error involves TCP/IP and DNS addresses. You must check your connection settings to be sure your computer is pointing toward the correct DNS numbers, which are 204.111.1.35 (primary) and 204.111.1.36 (secondary).

If this is not the problem, check your Network settings for TCP/IP, which may not be installed. To do this, go to Start/Control Panel/Network. Search for TCP/IP in the field containing installed network components. To install TCP/IP, click Add/Protocol/Add/Microsoft/TCP-IP/OK.

If TCP/IP is already installed, remove it and re-install using the directions above.

This error applies to Macintosh computers and occurs when the username, password, or phone number is incorrect. Please double-check these entries, and verify that the username and password are in lowercase and spelled correctly. Do not type your entire e-mail address as your username.

Also, be sure the phone number is not preceded by a 1 or 540 and contains no dashes.

This error applies to Macintosh computers and occurs when your networking connections aren't correct. Verify your settings and pay close attention to your DNS numbers.

Re-start your computer and connect again. If you still cannot make a connection, please call technical support at 1.800.SHENTEL, Opt. 2 for further troubleshooting.

Click Start/Settings/Control Panel/Modems. If a modem is properly installed, you will see the Modem Properties dialog box with at least one modem listed. If no modems have been installed, the Install New Modem wizard will automatically open. Follow the prompts, and verify that a modem is installed.

This error usually occurs when there is a mistake in the number being dialed. First, verify that the number you're dialing is correct.

• Go to My Computer/Dial-up Networking.
• Right-click on Shentel and then left-click on Properties.
• When the Shentel Settings box appears, make sure the seven-digit phone number includes no dashes and that the area code is in the correct box. There should be no 1 in front of the area code.
• Exit back to the desktop, re-start your computer, and try to connect again.

If you still can't connect, please check your settings and then try to connect again. Please call our technical department if you continue to have no success.

Browsing the Web

First, open your web browser. In Internet Explorer, click Tools/Internet Options. The home page selection is at the top. Simply type in the home page you would prefer to visit each time your browser starts, and click 'OK'.

In Netscape, click Edit/Preferences. The home page selection is in the center of the page. Type in the new home page you would like, and then click 'OK' at the bottom of the page.

In Internet Explorer, click Tools/Internet Options/Advanced. Under "Browsing," uncheck "Display a notification about every script error."

You may also download the newest version of your web browser to correct this problem. A popular download site is www.download.com, and you will find browsers listed under Internet/Browsers.

First, be sure that you are actually connected to the Internet. Close the program and connect through your Shortcut to Shentel on the desktop to establish the most secure connection.

If you do have a connection and this error is occurring, check your settings. In Internet Explorer, be sure to check your Internet Options by clicking on Tools/Internet Options/Connections and marking "Always dial my default connection."

If your connection is established and you still cannot view web pages, determine whether or not you can receive and send e-mail. If you receive any error messages, write them down and call our technical department at 1.800.SHENTEL, Opt. 2 for further assistance in troubleshooting.

Web Site Services

I'd like to sign up for web hosting.

Please visit Shentel's Services section for more information on the personal website agreement.

How do I set up my own web site?

Shentel offers up to 5 MB of space for free for your personal Home Page with Unlimited dial-up access accounts. Your URL address will look like http://www.user.shentel.net/ "your username."

Shentel maintains this space "support-free," meaning our technical staff does not offer support for this by telephone. We give you this space at no charge, so it is reasonably expected that you will learn how to use it on your own. Enjoy learning how to create and maintain your own web site!

Netscape Gold and Microsoft Front Page are two commercial Editors available, and in terms of free tutorials, Hot Dog and Web Edit are quick and easy. For tips and suggestions, visit the World Wide Web Consortium.

High-Speed Internet FAQ

What is ADSL?

Asymmetric Digital Subscriber Line, a type of Digital Subscriber Line, providing high-speed digital modem technology via a single telephone line.


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