Dedicated Access User Guide

Business DSL Reference Guide

Our Business DSL Reference Guide is where you will find answers to most questions you may have about Pacific Bell Internet Service's Business DSL service.

Introduction
Business DSL as Dedicated Access Service
Support - What the Technician Will Do
Support - What You Need To Do
Support - Pre/Post Completion of Installation
Domain Name Service and Fees
Domain Name Registration and Fees
Domain Name Information
Customers With Local Area Networks
Customers Without Local Area Networks
E-mail Service/Spooling
News Feed
Helpful Tips

  • Configure TCP/IP
  • Troubleshooting
    •  DSL IP Request Form
    DSL Domain Name Worksheet
    Contact List

    Introduction

    Thank you for selecting Pacific Bell Internet Services ("PBI") as your Internet Service Provider. Please review our Business DSL Reference Guide. It will provide you the information you need to get started with your Business DSL service and for support.

    This guide serves as an overview of Pacific Bell Internet Service offerings and responsibilities to our customers. In addition, it details your responsibilities in setting up your equipment in our joint effort to establish your connection to the Internet expediently and efficiently.

    Business DSL as Dedicated Access Service

    Dedicated access to the Internet means connectivity to the Internet via a transport path between your location and our PBI equipment site, called a Point-Of-Presence or POP. This transport path uses ATM Technology. At this point in the service activation process, you should have already selected the type of data transmission speed (bandwidth) you require for your Business DSL line.

    Pacific Bell Internet Services provides dedicated high-speed internet access to customers with the following services:

    Support - What the Technician Will Do

    Support - What You Need To Do

    Unless specified in an accepted sales contract, these are an example of what is not included in our support:

    Support - Pre/Post Completion of Installation

    We consider your location successfully connected to the Internet when your PBI-provided router, or a router you have provided, can exchange routing information with the Internet.

    On a case-by-case basis, the Provisioning Coordinator can assist you with some of your technical questions in the service activation process as part of the transition process to the Network Center. You can reach the Provisioning Coordinator assigned to the Internet access part of your order at: 1-800-833-2120 x1, x3

    Once your service activation is completed, our Network Center will continuously monitor the connectivity of your dedicated access service, 24 hours a day, 7 day a week. This monitoring consists of equipment at our POP site that your dedicated service utilizes to reach the Internet, the transmission facility that connects our POP site with your dedicated access router, and LAN interface of your on-premise router. All of these things are collectively referred to as your Internet connectivity. If you have any problems with your service, please report the problem to our Net Center at the following telephone number: 1-800-463-8724

    Domain Name Service and Fees

    PBI offers Primary/Secondary DNS to dedicated access customers and enhanced customers. For business DSL customers, PBI offers up to 3 Domain names per Business DSL service, free of charge at time of turn-up of your Internet service, upon signing a 1, 2 or 3 year contract. Customers with a Month-to-Month Agreement, all enhanced customers, and business customers that request Primary DNS after their service has been turned up, will be billed a one-time charge of $100.00 for establishing Primary DNS service per domain name. There is a $50 charge per domain name for change requests made on a customer's existing domain name after the customer's initial DNS request. Secondary DNS is offered currently at no charge to business and enhanced customers.

    Domain Name Registration and Fees

    Once you provide us with the completed Domain-Name-Information Form, a DNS Management Administrator will assist you with this process. You can go to http://www.networksolutions.com/ to initiate the registration on your own, or at your request, we will submit without additional charge to business DSL customers a completed template(s) to InterNIC in order to register up to 3 Domain names of your selection and a one-time charge of $100 for registration per domain name of any additional domain names. For enhanced DSL customers, we can submit a completed template to InterNIC in order to register your domain name for a one-time-fee of $100 per domain name. There is a separate and additional charge by InerNIC of $70.00 to park your chosen domain name, and they will bill you directly. This fee covers the first two years, and is not negotiable with PBI. InterNIC charges an annual maintenance fee of $35.00 thereafter. This will also be billed to you directly by InterNIC.

    Modifications to an existing Domain Names are the responsibility of the administrative and/or technical contact on the existing Domain Name. You can go to http://www.networksolutions.com/ to initiate a modification to a Domain name with InterNIC.

    A DNS Management Administrator can answer some questions you may have and can provide DNS support, but unless specified in an accepted sales order, the customer is responsible for:

    Domain Name Information

    Completeing the Domain-Name Information form is a necessary to insure that the DNS Management Administrator at PBI obtains up-front information about your network. Please be as thorough as possible - you must include the alpha/numeric name of your mail server and the alpha/numeric names of your Web, FTP & proxy servers, if applicable.

    Requests to support for additional Domain names require a separate form for each. Please refer to Domain Name Service for an explanation of charges. Upon receipt of the completed form, the PBI Provisioning Department will start working with you to complete your request.

    Customers With Local Area Networks

    If you want to connect your dedicated access service to your Local Area Network (LAN) so that multiple users at your location can access the Internet, the following information may be useful. Since PBI is an IP-only network (as is the rest of Internet), it is necessary for you to utilize the TCP/IP protocol suite. If you do not currently use TCP/IP it will be necessary to translate your proprietary network traffic into the standard IP protocol through the use of a gateway (such as a server or other translation device). If a gateway is necessary, please note that this equipment and the associated configuration will be your responsibility. Additionally, the configuration of your LAN equipment to communicate with the dedicated access router is also your responsibility. PBI will make all appropriate efforts to provide a reliable connection to the Internet from the service interface side of our dedicated access router.

    Customers Without Local Area Networks

    If you wish to connect your PBI-provided modem directly to router or to connect your PBI-provided modem directly to router and 10Base T hub, you will need to provide a cross-over cable. The Pacific Bell Technician currently does not bring out the cross-over cable to premise. If you want to connect your PBI-provided modem to a PC, you will need to provide a straight-through cable. The Pacific Bell Technician may bring out the straight-through cable to premise, if available. We strongly recommend that Business DSL access customers install and configure all of their hardware and software prior to the day of the Pacific Bell premise visit or service activation.

    E-mail Service/Spooling

    The Business DSL product does not include e-mail support from our SMTP server for outgoing mail or our POP3 server for incoming mail. You must be advised of the following choices for you to make in order for your customized e-mail to run (using a Domain name):
    1. Customer may provide own e-mail server on premise.
    2. Have another ISP host/handle customized e-mail.
    3. Order a Web Hosting plan from Pacific Bell Internet Services, which includes e-mail services, at 1-888-PBI-SALES.

    For those customers that have their own E-mail server, limited secondary e-mail spooling is provided by PBI as a back-up in the event that you may have a temporary outage on your SMTP E-mail server. The PBI SMTP E-mail server will accept mail messages destined for your failed E-mail server for up to one week. Under exceptional circumstances, additional spooling beyond one week may be provided upon request.

    In order to be compatible with PBI's equipment, your e-mail server should be a RFC-1123 compliant SMTP E-mail server in order to send and receive electronic mail on the Internet. A server with this specification will insure your ability to send and receive mail in a format that is widely accepted throughout the Internet

    News Feed

    Pacific Bell Internet Services offers a Network News Transfer Protocol (NNTP) news feed to dedicated access customers. However, we do not support individual clients access to our news server. Therefore, if you intend to set-up a news server to give your users access to newsgroups, you need to provide and configure your own news server equipment, a minimum 1536 Mbps is recommended. A push feed which dumps everything that PBI gets to their news server or a pull feed, which allows you to pull what you want.

    An electronic news feed refers to an exchange of information between Usenet type news servers. A Usenet news feed is one Internet service that requires a high performance host, one that can devote a large percentage of processing resources to the incoming news feed. Pacific Bell Internet Services recommends that dedicated access customers set up their news server on a host with the following minimal characteristics:

    Please be warned that a full feed runs 18-25 gigbytes a day, 80% of which is in alt.binaries. There are also many different software choices for running news services. Pacific Bell Internet Services does not endorse or support any particular news software package.

    You can request a news feed from news-admin@pbi.net. For more details, refer to News Feed Ordering Information.

    Helpful Tips

    Configure/Re-configure TCP/IP

    These are helpful steps for configuring your system so that if re-configuration is needed you will be able to quickly input the data which is required. Your Network Control Panel will be configure by the Pacific Bell field Technician, otherwise. The settings you will need for TCP/IP configuration are listed on the Technician's invoice. You may want to copy these settings to the spaces provided below to keep them handy. Business DSL receives a block of 32 IPs, plus two additional IPs used for the router configuration:

    DNS Settings - please use the addresses below for your equipment settings:

    Geographic Location Primary DNS Secondary DNS
    Los Angeles/Orange County 206.13.29.12 206.13.30.12
    San Diego 206.13.30.12 206.13.29.12
    San Francisco Bay Area 206.13.28.12 206.13.31.12
    Sacramento/Fresno/Stockton 206.13.31.12 206.13.28.12

    Please reference the following instructions to verify or configure your TCP/IP settings:

    1. From the Start menu, choose Settings, then choose Control Panel.
    2. Launch the Network icon.
    3. In the section labeled the following network components are installed, select the TCP/IP item.
    4. Press the Properties button.
    5. Select the IP Address tab, and verify that Specify an IP address is selected.
    6. Verify that your IP address and Subnet Mask are correctly entered. This information is in your DSL service installation invoice.
    7. Select the WINS Configuration tab, and verify Disable WINS Configuration is selected.
    8. Select the Gateway tab, and verify the Gateway is correctly entered. This information is in your DSL service installation invoice.
    9. Select the DNS Configuration tab, and verify the correct Primary and Secondary DNS are correctly entered. This information is in your DSL service installation invoice.
    10. Make up a name for your computer and enter it next to Host. Enter pacbell.net for Domain.
    11. Press OK twice.
    12. If a message appears prompting "Do you want to restart your computer now?" Press Yes.
    13. If this message does not appear, restart your computer by pressing the Start button, and then choose Shutdown. Make sure the Restart your computer button is selected, and then press Yes.

    Troubleshooting

    I am having problems with my router or modem.

    Please visit the manufacturer's website for support parameters, to verify settings, to test functionality, etc.

    The Power/Sync light on my Alcatel modem is flashing red.

    1. Remove and replace the DSL phone line from the jack on the DSL modem.
    2. Unplug the power going to the Alcatel modem. Do NOT turn off the Modem.
    3. Shut down your computer.
    4. After 60 seconds reboot computer.
    5. Turn the Alcatel modem off and plug the power source back in.
    6. Turn the Alcatel modem on.
    7. Wait 2 minutes for the modem to sync (the Power/Sync indicator light will flash red during the wait). If after 2 minutes the Alcatel does not sync, you may have a line problem, call Pacific Bell Provisioning at 1-888-234-4431.
    8. Replace the cables between your NIC (Network Interface Card), DSL modem, and DSL phone jack.
    9. If none of the above resolves the problem, call Pacific Bell Repair (North) at 1-800-809-6222 or (South) 1-800-445-0622 and report the problem.

    My DSL connection is very slow.

    Transfer rates (throughput) change constantly, and are impacted by a number of factors, which we have no control over:

    The following are procedures to try, which may assist you in finding/resolving your throughput issues. Start with the first procedure. If you continue to experience Network slowness, call the NetCenter Support at 1-800-463-8724 for further assistance.

    1. Do you notice a common pattern? If you do this may indicate an environmental interference, i.e. electrical devices, magnetic devices, weather, etc. If you recognize a trend, try moving the device, or call the PCO to have your lines checked.
    2. Make sure the cable is properly connected. Unplug the cable from your Alcatel modem, and from your NIC. Reconnect the cable in reverse order.
    3. Unplug the power going to the Alcatel modem. Do NOT turn off the Modem.
      • Shut down your computer.
      • After 60 seconds reboot computer.
      • Turn the Alcatel modem off and plug the power source back in.
      • Turn the Alcatel modem on.
      • Wait 2 minutes for the modem to sync (the Power/Sync indicator light will flash red during the wait). If after 2 minutes the Alcatel does not sync, you may have a line problem, call Pacific Bell Maintenance (North) at 1-800-809-6222 or (South) 1-800-445-0622.
    4. Go to http://internettrafficreport.com/. This site monitors the flow of data around the world. A serious outage on the part of one provider can affect the performance of others, as traffic is re-routed through the system.
    5. If none of the above resolves the problem, call Pacific Bell Maintenance (North) at 1-800-809-6222 or (South) 1-800-445-0622 and report the problem.

    An example of dowloading at low speeds:
    Your connection speed is measured in bits. Download speeds reported by your computer are measured in bytes, 8 bits is equal to 1 byte. The formula for converting your connection rate (kilobits) to your download, or throughput rate (kilobytes) and taking in consideration for 30% packet overhead loss is: Connection rate divided by a factor of 8 and multiplied by 70%.

    Example: [384,000 bits divided by 8 (bit to byte conversion)] multiplied by 70% = 33,600, or 33.6K.
    This provides the optimal download speed for a 384k connection.

    You must also take into consideration issues such as: line problems, external interference, and Internet congestion. The header, which is part of the "IP" protocol, contains information about the source and destination addresses, the checksum, the protocol information, and a data gram. In the "TCP" portion of the packet you will find data bits for the source port, destination port, flags, checksum, and application data. This takes up a large portion of the packets that are sent and received by your system (20 - 30 %).

    The 10 Base T light on my NIC is not functioning.

    1. Make sure the cable is properly connected. Unplug the cable from your Alcatel modem, and from your NIC. Reconnect the cable in reverse order.
    2. Power cycle your computer
    3. Power cycle Alcatel modem.
    4. If the problem persists, call Pacific Bell Maintenance (North) at 1-800-809-6222 or (South) 1-800-445-0622 and report the problem.

    Key Contact List

    Pacific Bell Priority Business Repair
    Trouble on open orders 1-888-234-4431
    Trouble on closed orders (Northern California) 1-800-809-6222
    Trouble on closed orders (Southern California) 1-800-445-0622

    Pacific Bell Internet Services 24 Hour NetCenter
    Pacific Bell Internet Services' DSL technical/trouble support by phone is available by calling 1-800-463-8724.

    Online Office Customer Care: 1-877-SBC-DSL1 (722-3751) for all inquiries
     
    PHONE SUPPORT
     
    Billing Inquiries 1-415-442-4552
    Pacific Bell Sales call your local account team
    Web Hosting Support Pre-sale 1-888-PBI-SALES
    Web Hosting Support Post-sale 1-888-212-5411 x2 open 8AM - 5PM (CST)
    DNS Management Coordinator 1-800-833-2120 x1, x1
    Provisioning Coordinator 1-800-833-2120 x1, x3
     
    ON-LINE SUPPORT
     
    Dedicated Resource Center http://dedicated.pacbell.net/
    FAQs, Dedicated service http://public.pacbell.net/faq/dedicated_faq.html
    System Status (Non-Dedicated/Dedicated) http://tools1c.rcsntx.sbis.net/cgi-bin/status/st-summary.cgi
    Web Hosting http://public.pacbell.net/web/
    Cayman http://www.cayman.com/
    Alcatel http://www.alcatel.com/
     
    E-MAIL SUPPORT
     
    NetCenter trouble@pbi.net
    Domain Name support prov-dns@pbi.net
    DNS Requests prov-dns@pbi.net
    Escalated DNS Issues (escalation after DNS/Provisioning) dns-admin@pbi.net
    News Issues news-admin@pbi.net
    Additional IP Requests provisioning@pbi.net
    Billing Issues we_care@pbi.net

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