ZiaNet Logo

Email us for additional information.

Call us

High Speed Access

FAQ:   Frequently Asked Questions  

Frequently Asked Questions

These questions only apply to Century Link DSL services at this time. Please refer to Nuts & Bolts for questions about Static IP addresses and CIDR blocks.



How do I know if DSL service is available in my area?
We collect information about your location and phone number so that the DSL contractors can test your line. They will tell us what services, if any, are available at your location. We will contact you with the results, and ask you to choose from any services available. There is not charge for doing this. Submitting a request does not obligate you to accepting the service.

What are these special phone line requirements?
There are several line quality conditions that apply. If your area is served by a DLC (Digital Loop Carrier) device, it will not be possible to get DSL. The line cannot have bridge taps, wire gauge changes, or load coils in the circuit. These conditions are explained briefly below. Depending on what type of service you select there are also limits to the distance (actually, length of copper line) between you and the telephone office.
Bridge taps are splits in the line used to run the line to a different location than the original path, the result being a forked line. Wire gauge changes are the result of changing wiring standards over several years. Your line may be made up of segments of different wire thickness, resulting in a circuit that is not suitable for high speed communications. Load coils are sometimes installed in order to improve the voice quality characteristics of a line. These choke off the data signal frequencies in order to boost the voice frequencies. All of these conditions mess up the impedance characteristics of the circuit making it difficult or impossible to run high speed data through. Some of these conditions may be repaired at the option of the telephone company.

What is the number to call megabit tech support?
Call (1-800-247-7285)

How will I be billed for these services?
If you select Century Link (formerly QWest) DSL, you will be billed by Century Link for the connection, and by ZiaNet for the ISP portion of the service. These services are line sharing, which means you may use your current phone line for both voice and data (in fact, at the same time). So you will continue to get a phone services bill from Quest and an ISP bill from ZiaNet.
If you select New Edge service, your line is data only, and you will be billed by ZiaNet for the total cost of the service. New Edge DSL does not offer line sharing, so you should retain your current phone line for voice use.

Do I need a second phone line?
Century Link (formerly QWest) DSL services are line sharing, which means that the line can be used for voice and data at the same time. You may choose to have a second line for other reasons, but one line will do for both the ADSL service and regular calling. Also, see the note on FAX and Credit Card terminal use.
New Edge service does not provide line sharing. You should have this line installed in addition to your existing phone line, or to replace the second line you use for Dial-up connection to the Internet. Also, see the note on FAX and Credit Card terminal use.

What kind of computer do I need in order to use DSL?
PC and Macintosh computers may be used for these services. Minimum PC requirements are: Pentium™ or greater CPU, 16 Mb RAM, 25 Mb free disk space, CD ROM Drive. PC's should be running with some version of Microsoft Windows, though it is also possible to configure a network connection on other operating systems manually. Also see Fast Facts at Century Link Megabit services.

Macintosh computers require MacOS 8.5 or later and an external device or router to use DSL. If you have a Mac, you will need to select a service that is delivered with such a device. Choose 256 Megabit or better. Also see Fast Facts at Century Link Megabit services.

What is the phone number to connect to DSL?
A DSL line is a special data service that runs through a specially conditioned phone line. You do not use a phone number to "Dial up" the way you do with a conventional modem.

Can I connect my network of computers to the Internet through a DSL connection?
Yes you can. ZiaNet is not responsible for doing this, but we can give you some pointers. If the machines are connected to a common LAN (Local Area Network) you can designate one of those as a gateway to the Internet. Any machine on the LAN that requests an Internet service will direct that request to the gateway machine, which will direct it to the Internet, and send the response back to the requesting machine.

Can I use the same ZiaNet account for DSL from one location and Dial-up from another location?
Sorry, no. You will need to buy a separate account for dial-up service. When you get DSL service, the part we provide you is bandwidth to the Internet. The telco (Century Link) provides the "connection" part. When you buy Dial-up service from ZiaNet, we do both. We have to pay for those phone lines.

Will DSL work with my Macintosh Computer?
Macintosh computers require an external device or router to use DSL. If you have a Mac, you will need to select a service that is delivered with such a device. Also see Fast Facts at Century Link Megabit services.

Do these charges that you're quoting me include my dial in connection with ZiaNet?
The charges include connection and bandwidth (the data you draw through or put out through the circuit while connected). See "How will I be billed for these services?" for more information. You cannot use both DSL and a dial up (modem) connection except as explained here. Why? Look here.

If my DSL service goes down, can I use a regular modem to get connected until it is fixed?
Yes. We can arrange this quickly.

What connect speeds will I get with DSL service?
That depends on the type of service you select. See our DSL services page for more specific information.

Will I experience disconnects with DSL service?
Under normal circumstances you should not expect sudden disconnects, but this depends on the type of service you select. See our DSL services page for more specific information. Also see Fast Facts at Century Link Megabit services.

Will my FAX or Credit Card terminal work with this new service?
Century Link DSL will support these devices.

Can I use my phone line for voice calls while I'm connected to the Internet?
All Quest (formerly US West) DSL services use a shared line circuit. Filters on your phone line allow you to use it for regular phone calls, even while you are connected. New Edge DSL circuits do not provide line sharing at this time.

If I need customer service after I get my DSL working: such as upgrading speed, etc., who do I call?
Call Century Link Megabit service at 1-800-218-4443

Will I loose my DSL connection when the electrical power goes off in town?
Maybe. US West puts data over the analog phone line so you should stay connected. New Edge uses a dedicated pair of phone lines that do NOT provide power when the electricity goes off therefore, New Edge customers will loose their DSL data connections

How much does it cost to upgrade my service
Century Link services: An upgrade from any speed is $30.00. This is subject to line quality and availability in your area. Call Century Link Megabit service at 1-800-218-4443 to do this.
NewEdge services: It costs $100 to either upgrade or downgrade service.

How much does it cost to Change and ISP?
Century Link services only; you can change your selection of ISP for a $30 fee. Call Century Link Megabit service at 1-800-218-4443 to do this.

Where do you Live?

Nuts & Bolts |  Frequently Asked Questions |  Home   Call us