Common Internet Problems
The possible solutions listed here are general suggestions that should work for most systems. However, since there are many different versions of software being used, your solution might vary slightly.
Frequent disconnects
- If you have call waiting on your phone, it needs to be disabled. The call waiting signal that is sent to the phone, can be detected by the modem as a disconnect signal.
- Your modem may not be using its latest drivers. Arkwest uses v.90 technology, and your modem must be v.90 compliant to achieve a maximum connection. Check with your manufacturer for the latest modem drivers.
- Reduce your connect speed. The commands for contolling the connect speed differ between modem brands, so check with your manufacturer to find the right one for your modem.
Browser Problems
I can get a good connection, but my pages won't load.
- Make sure your DNS numbers are entered correctly.
- In the Arkwest Dial Up Connection properties (My Computer > Dial Up Networking > right-click Arkwest and go down to Properties), click on the Server Types tab, and then click on the TCP/IP Settings button at the bottom of the screen.
- The first button (Server assigned IP address) should be marked, then click on the third button down (Server assigned name server addresses). In the primary DNS box, type 98.159.64.6. In the secondary DNS box, type 98.159.64.7. The two WINS boxes should remain zeroes.
Why can't I download a large file without being disconnected?
- Most phone lines can not reliably support the high speed transfers the Internet offers. The faster information travels, the more likely it is to have a "wreck" in transfer. A possible solution is to lower the transmission speed using your modem's INIT strings. It will take a little longer to download a large file, but it may be a more reliable transfer.
Every time I go to a certain site, I get an error that says the server does not have a DNS entry.
- Make sure you are typing in the address correctly, and putting the correct extension (.com, .net, .org, .edu, .gov) on the end
- It's possible that the site is off-line, or has too many users at that time.
Email Problems
Every time I try to get my mail, my e-mail program can not find the server.
- Your e-mail configuration might be incorrect. In your email client (these instructions will vary per email client), go to the Tools menu and down to Accounts, and then click on the Mail tab. Then click your Arkwest account listed in the accounts list, and click the Properties button. On the servers tab, the incoming server should be set to a POP3 server, and the name should be POP3.arkwest.com. The outgoing SMTP mail server should be mail.arkwest.com.
My user name is invalid.
- Your username is assigned to you by Arkwest when you sign up for service and is normally your e-mail address. If you still have your Arkwest enrollment sheet, it is listed there as your Login Name or User Name; if you don't have it, call 479-495-4260 or 479-489-5060 for assistance.
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Highspeed Internet & TV Tech-Support:
Monday-Friday 8AM-5PM
Belleville, Danville, Havana Customers 495-4260. After hours 495-3113.
Ola, Plainview, Bluffton, Casa Customers 489-5060. After hours 489-5113.
Toll free 1-888-495-7800
Dial-up and Email Support:
Monday-Friday 8AM-5PM only
Belleville, Danville, Havana Customers 495-3800.
Ola, Plainview, Bluffton, Casa Customers 489-3800.