Dickey Rural Networks - Support - Internet Troubleshooting

Q. How can I receive information and assistance with my Internet Service?
A. If you have any questions on your Internet service, local technical support is available by calling XXX-9002 where xxx is your local telephone prefix. Help is available 24 hours a day and 7 days a week.

You may also email questions and problems to support@drtel.net.

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Q. What is the benefit of High-speed Internet service over regular Dial-up Internet service?
A. DRN High-speed Internet services offers many benefits over Dial-up service. Some of these are...

Up to 100x faster than Dial-up service (Depending on location).
Always-on convenience. You can browse the Internet and accept and make telephone calls at the same time.

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Q. Can I use my DRN High-speed or Dial-up Internet connection to connect to my VPN?
A. DRN permits the use of VPN connections so long as they are used in accordance with our Acceptable Use Policy (AUP) and do not conflict with the terms of your DRN service contract. For help setting up, using, or troubleshooting your VPN connection, please contact your VPN provider.

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Q. When does DRN conduct scheduled network maintenance?
A. All scheduled maintenance is planned to take place between the hours of 2:00 AM and 6:00 AM when network usage is at its lowest thereby, affecting as few customers as possible. DRN refers to this timeframe as the "maintenance window." Any maintenance that must be scheduled outside the maintenance window is shared with customers in advance whenever possible.

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Internet Security

Q. What is Spyware and Adware and how do I fight it?
A. Spyware is programming that is put in someone's computer to secretly gather information about the user and relay it to advertisers or other interested parties. Spyware can get in a computer as a software virus or as the result of installing a new program.

Adware is software designed to serve in advertising and can usually be thought of as spyware because it almost always includes components for tracking and reporting user information, just like spyware. Adware is a common cause for pop-up advertisements and homepage hijacking.

Spyware and Adware are usually controlled the same way. Most Internet users use free anti-spyware/adware applications that can be downloaded at such locations as www.download.com. A few of the popular applications are Ad-Aware and Spybot. Anti-spyware/adware is now frequently included in popular anti-virus applications such as Norton/Symantec and McAfee.

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Q. Should I have anti-virus software on my computer?
A. Absolutely! This is a very common question. Even though the DRN anti-virus filters are very effective, they are only filtering email and not any other avenues that viruses may travel. A disk or CD created on another computer and used on yours can carry a virus. Only up-to-date anti-virus software on your computer can control that possibility.

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Q. Should I have a firewall?
A. Whether you suspect an intrusion or not, a firewall is a good idea. There are many options for firewall solutions, including those available from DRN for High-speed Internet service customers.

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Q. How do I change my Internet and email password?
A. To change your password, Call DRN Customer Care. Note: your email password is also your password for connecting to DRN Dial-up Internet.

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Q. Is there a solution for filtering objectionable Internet material such as pornography?
A. There are many Internet filtering solutions available; here are a few recommended applications:

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Q. How do I prevent international long distance calls caused by modem hi-jacking?
A. PCs the world over are being hit by a breed of software known as a dialer. These programs are far more malicious than typical spyware. Dialers use your modem secretly to dial long distance telephone numbers, running up enormous charges on your phone bill. Some operate while you're surfing the Web, dropping your dial-up connection and reconnecting you through a new number. Others operate when you're away from your machine, dialing numbers after the system sits idle for a period of time.

This sort of scam (known as modem hijacking, dialer hijacking, or Internet dumping) has become alarmingly prevalent. At Badbusinessbureau.com, nearly 1,200 people have complained about a modem hijacking scam run by a New Jersey company known as Alyon Technologies. "On May 16th, 2003, I received a bill from Alyon Technologies for services rendered in the amount of $454.57 for the use of a phone number 6 times in one day," reads one complaint from Bevington, Iowa.

Prevention

Contact DRN Customer Care to activate International and 900 blocking on the line that is connected to your dial-up modem.

Close pop-up windows by carefully clicking the .X. in the top right corner of the window or using either the Alt-F4 or CTRL-W shortcut. Don't click the contents of an unsolicited pop-up.

Typically, dialers are loaded onto systems via an ActiveX script. At the very least, you should make sure your Internet browser is set to reject Active X code or warn you when such code attempts to run. If you're unsure whether your browser is protected, SpywareInfo.com provides a dialer test that can tell you whether your browser is vulnerable.

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