Spidigo Frequently Asked Questions

Frequently Asked Questions

Basic Requirements

• Which operating systems are supported?

Any operating system, which supports 802.11a/g wireless device and a web browser, Most common are:

a) Windows 98/ME, Windows 2000, Windows XP, Windows Vista etc

b) Macintosh OS-X version 10.3 or later

c) Linux Operating Systems

1.1 Specific Operating System Setup

Click on Start >Settings > Network Connections

Select your 802.11a/g Wireless Adapter icon and right click and in the drop-down click View Available Wireless Networks.

: Windows XP

Frequently Asked Questions If you are not already connected to SPiDiGO / SPiDiGO-HOME , then select the wireless network appearing as SPiDiGO / SPiDiGO-HOME and click on Connect.

Ensure that you are successfully connected to the network and the signal strength is at least 3 green bars.

Frequently Asked Questions Launch any web browser to view a Login page similar to the one shown below.

1.2 Specific Operating System Setup

Click on Start >Settings > Network Connections : Windows 2000

Double-click on Network and Dial-up Connection icon

Frequently Asked Questions Select your 802.11a/g Wireless Adapter icon, right click on it and then click on Properties.

Click on the Configure button

Click the Advanced tab

Frequently Asked Questions Click on Desired SSID. Set it to SPiDiGO.

Click on Desired BSS Type. This must be set to Infrastructure.

Frequently Asked Questions Also, make sure that the WEP Option is set to WEP Disabled and click OK.

Click OK

Frequently Asked Questions Launch any web browser to view the Login page similar to the one shown below

Using the Wireless Network

• What basic equipment do I need?

You will need the following items to connect to a wireless network: i. You will need a device such as a laptop or desktop computer equipped with an

802.11a or 802.11g compatible wireless network cards. You will also need to install the appropriate wireless network card device drivers. Wireless network cards are also sometimes referred to as a "Wireless NIC" or "WLAN (Wireless Local Area Network) Card". Most laptops purchased after 2004 come with one of these types of cards already installed as standard equipment. If your computer does not have such a device, you can purchase one from most stores that sell computers or computer components.

ii. Supported Web browser.

• What is a wireless network card?

A wireless network card is a physical device typically attached to a computer. Like a cell phone, a wireless network card is a radio device capable of sending and receiving radio signals, which are converted, to and from various different types of information such as text, voice, or video. Without a 802.11a/g wireless network card, a computer cannot communicate with a wireless network.

• What type of wireless network card should I use?

If your computer does not have an integrated wireless network card (or) if your integrated wireless network card does not work) you can purchase one. Any store that sells computers or computer accessories will typically sell wireless network card.


• How do I install a wireless network card?

There are a number of different types of wireless network cards. Some are integrated into the computer, some attach via USB (Universal Serial Bus) connections, others attach via a PCMCIA (Personal Computer Memory Card International Association) slot. The type of network card will determine the install procedure. If you bought it from a store, follow the manufacturer's directions for installing the wireless network card in your computer. Once the wireless network card is physically installed, you will also need to install device drivers so that your computer can properly communicate using the wireless network card. [OR] A wireless network card is bundled with the appropriate software. If your wireless network card is integrated, the software should have been included when you purchased your computer. Follow the manufacturer's directions for the installation of the device drivers. This typically involves installing software from a CD-ROM or other similar computer storage device.

• What is a wireless network card device driver?

A device driver is a computer program (software) that allows your operating system (Windows, Macintosh, Linux, Unix, etc) to use a physical device. A wireless network card device driver allows your operating system to do the following:

i. Send and receive radio signals with the wireless network card ii. Send and receive from the correct wireless network iii. Communicate with the wireless network on the correct channel. When

purchasing a wireless network card, it is important to ascertain that the device drivers will function properly for your operating system.

• How do I install a wireless USB adapter?

You need to install your device drivers before plugging in your USB device. Insert the disk or CD that came packaged with your USB adapter and install the drivers from that disk. Then, after shutting down your computer, plug in your USB device and restart. Your computer should auto-detect the new hardware and offer to search for drivers. After it finds them, you will be able to use your USB device.


Off-line Purchase / Registration

• How to use the card number and PIN?

After you have successfully connected to the network, you will get a splash page upon opening the browser.

Enter the card number and PIN number and click the submit/login button. You will be redirected to a page where you will be required to register and obtain a user-name and password.

• How to access the Internet?

Once you have the user-name/password from the above step, you can enter it in the portal to gain Internet access.

• What to do in case I have lost my password?

You can click on the 'forgot password' link on the customer portal and follow the instructions. You will be asked for the email id that you used at the time of the registration.

• How to contact support?

You can contact our support personnel by phone, chat or email. We will be glad to assist with any queries you may have.


On-line Purchase / Registration

• How to purchase Internet access?

You can purchase Internet access by using the customer portal. You have the option to use your credit card for purchasing the access. You will be prompted to create a username/password after you select the duration of the Internet access you want. The first-time user should follow these steps for registration at the hotspot. The user can also register from the WISP's website:

i. Launch any Internet browser from your laptop and request for any site that you wish to access from the service location to view the window displayed below. IMP: Ensure that before login all open sessions are closed. Then launch any Internet Browser and continue with the registration or authentication procedure.

ii. The registration page is displayed as shown below. On this page fill the details and click the Register button.

• Is using my credit card for online purchase safe?

All the transactions involving sensitive data like your credit card number is secured by using industry standard SSL/TLS encryption. This ensures that all the transactions that you do on the customer portal are secure and safe.

• How to access the Internet?

Once you have the user-name/password from the above step, you can enter it in the portal to gain Internet access.

• What to do in case I have lost my password?

You can click on the 'forgot password' link on the customer portal and follow the instructions. You will be asked for the email id that you used at the time of the registration.


• How to contact support?

You can contact our support personnel by phone, chat or email. We will be glad to assist with any queries you may have.

Using the Service

• How do I login to the Internet?

You can login by entering your user-name and password in the login page.

• How do I logout?

SPiDiGO logs out the user who forgets to do so before shutting down. Thus, if you forget to log out or accidentally close your system, the system will automatically log you out if it cannot see your adapter for three minutes or longer.

• How do I know if I am connected to the Network/Internet?

If you are connected to the Network (and thus the Internet), you should be able to browse to any Internet site such as Google. If you attempt to connect to site like Google but are instead redirected to the SPiDiGO login page, then you are properly associated with SPiDiGO network, but have not yet logged in. You will not be able to access the network until you login. If nothing appears in your browser window when you attempt to visit the Google site or an error occurs, it might mean that you have not yet properly associated with the network. See the section on how to connect to the network.

• How do I check my usage history?

You will need to login the customer portal with your user-name and password. After logging-in you can check your usage history by clicking on the 'Access history' button.

• How to check the remaining time?

As above you can login to the customer portal to check this.

• How do I top-up my account?

You can top-up either by purchasing on-line card or by using the scratch cards/coupons that are available. Login the customer portal and click on the top-up button. Enter the card/PIN number to top-up the account.

• How can I modify my account information?

You can access and modify your account information including payment, address, password, service plan and more within the Manage Account page.


• Can I have more than one-person logon with my user account?

Ensure that you avoid multiple logins (logging in with more than one computer at a time with the same Username and Password). If you are sharing your account with someone, your session will be terminated when the second person logs-in.

• Does my account have any session limits?

Speed - This depends on the level of service you have purchased.

Data - There is no session limit on how much data you may upload or download. Only For Unlimited Data Plans

Inactivity - For security reasons, you will automatically be logged out if you are inactive (do not upload or download anything) for a certain period of time. During the purchase, the product will specify with description on the session limits information, if any.

• Does the SPiDiGO Network support outgoing VPNs access?

Yes. If your company or another organization provides a Virtual Private Network (VPN) server, you can connect to it using our network. Most widely used VPNs are PPTP VPN and IPSec- ESP type VPN. However, some rarely used VPNs like IPSec - AH type, Checkpoint proprietary will have issues with Network Address Transaltion (NAT). Please check with your corporate to make sure the VPN you use is NAT friendly.

• Can I use FTP with my account?

Certainly! You may access the Internet in any way you like after logging on to network.

• Can I use my SMTP/POP3 clients like Outlook Express / Thunderbird / Eudora?

Most of the enterprise and email providers have enabled Authenticated SMTP. If your client is enabled with SMTP which authenticates your username and password while sending e-mail, this will work in SPiDiGO Broadband network. The clients who are enabled with plain SMTP will fail with Outlook Express/Thunderbird/Eudora like e-mail clients. We recommend to use browser interface to access your e-mail.


Troubleshooting

• I'm only getting 50 KB per second speed, why is this slower than my 56k dialup?

Actually, you are getting almost 8 times the speed of your dialup. This is a common misconception with how dialup bandwidth speeds are reported. On the Internet, or any network, bandwidth is reported as Kb (kilobits - note the small "b"). However, in almost all operating systems (all Microsoft Windows included), bandwidth and storage are reported as KB (kilobytes - note the capital "B"). The difference being that there are 8 bits in one byte (like there are 12 in a dozen). For example, a 56Kb/second (bits) dialup modem will have a maximum download speed of about 4KB/second (bytes) per second. Why? Because FCC limits the speed at which dialup can connect to 53Kb/second (bits), which gives a maximum transfer rate of 6.6KB/second (bytes). Plus when you take in to account noise on your phone line, you're lucky to get about 5KB/second (bytes) per second speeds.

• What happens if I forget my password?

Visit the Customer & Registration Portal (this link is available from the login page) and follow the "Forgot password" link. You will be prompted for your user name and e-mail addresses (recurring customers) or partial credit card information and e-mail address for pre-paid card customers. If the password recovery feature does not work, you will need to contact the helpdesk.

• What do I do if I have an active account and cannot log on?

Check to see if you have the correct username and password . Usernames and passwords are CaSe SeNSitIve. This means that "JohnDoe" and "johndoe " are two different values. Be sure to enter your entire username. If you were given a username of "[email protected]", enter the entire username, including "@doe.com". If you have forgotten the password, please follow the "Forgot Password" procedure. You may also want to verify if the account have valid time remaining. This can be verified on your "Customer Portal"

• What do I do if I have a slow connection?

First, keep in mind that a reported speed may not be what it appears to be. There are many possible reasons for a slow connection. Some of the most common include:

1. Internet Traffic 2. Number of other users on the network 3. Radio Interference 4. Weak Signal

Frequently Asked Questions When visiting a web site or using another Internet resource, your communications often travel through many different networks as it traverses the Internet. The Internet is made up of loosely connected groups of individual networks. Communication between these networks is not always fast, especially during times where many users are using the network at the same time.

On a wireless network such as the SPiDiGO Network, there are often several users sharing the same access point. The more users, the less time the equipment can dedicate to each individual user. As such, you'll notice better speeds at certain times of the day, with slower speeds during periods of peak usage.

There are many sources of radio interference, which weakens your wireless network card's ability to communicate. Eliminating the interference can often boost speeds considerably. Aside from interference, being too far away from an access point or having an older, weaker antenna or wireless network card often results in a weak signal. Weaker the signal slower the connection. Try changing your physical location or consider upgrading your wireless network card and/or antenna.

• How can I increase my signal strength?

Move closer to the access point. Being too distant from an access point will quickly reduce your signal strength. Check your surroundings for sources of possible interference. Eliminating sources of interference will generally result in increased signal strength. Not all wireless network cards are created equal. Consider switching to a wireless network card or antenna with a greater signal gain, especially if your wireless network card is more than three years old.

• Does low signal strength mean that I am connecting at a slower connection rate?

No. Low signal strength does not always mean slower connect speed. If you are able to connect at a reasonable speed, the signal strength is irrelevant.

• What do I do if I lose my connection?

Generally, you will lose your signal if you move too far from an access point or if you encounter some sort of interference. The first thing to try is to move back to the physical location of your initial login. If this does not work, check your wireless network card for a link light (it should be on), or if your wireless network card is internal or does not have a light, see if your wireless client application displays signal strength for the wireless network. No link light or no signal may mean that you need to reconnect or that you are experiencing some sort of interference.


• Problem! I cannot connect to SPiDiGO or the signal is very weak.

Try rebooting your PC. Also, reboot your CPE if you have one.

1. You may be out of range of the SPiDiGO signal. Much like a TV antenna, properly adjusting it can significantly improve your connection performance.

2. To improve it: a. Move your laptop or the adaptor towards an exterior wall/window and as high

as possible until you get a WLAN signal. b. If you have a laptop, try connecting initially outdoors to ensure you can

connect when a strong signal is available. c. A few vendors (Belkin, Dlink, Netgear) use low power Wi-Fi radios that will

perform poorly if you are connecting with a distance. You may want to try a better adaptor.

3. Check if your wireless adaptor switch (on laptops) is turned "On" 4. Check if your wireless adaptor is set for "Infrastructure Mode" 5. Check if your wireless adaptor is disabled for any encryption like WEP/WPA 6. Make sure you are using the latest drivers for your Wi-Fi adaptor as these can

often produce errors. You may want to uninstall and reinstall your adaptor 7. Nearby Wi-Fi router and 2.4GHz cordless phones can cause interference and a

poor connection. You should change the channel of nearby Wi-Fi routers and move the cordless phone base stations.

• Problem! I am connected to SPiDiGO, but can't access the Internet.

1. Try rebooting your PC. 2. You may not be logged into the SPiDiGO. You must login prior to using the

Internet, Email or other Internet based applications like Instant Messenger. 3. Another computer may be "logged in" with your username and password. Each

user account can only be used on a single computer (or router) at a time; if you login on a 2nd computer, the system will automatically log out the first computer. This may take up to 30 seconds.

4. It is possible that you are not being assigned an "IP Address" automatically. 5. To re-enable this: a. Open your Network Connections folder from within the Control Panel. b. Right click on the wireless connection and click properties. c. Select TCP/IP from the list (generally at the bottom) and click Properties. d. Make sure the "Obtain an IP Address Automatically" option is selected. e. Click OK and again click on OK, and then reboot your computer. 6. It is possible you have connected to another Wi-Fi network; that is not "SPiDiGO". 7. Your signal may be too weak or intermittent to provide an Internet connection. See

Above


8. Your computer might have been set in offline mode, in this case go to, Internet Explorer, select File > Work Online

• Does the SPiDiGO Network support outgoing VPNs access?

Yes. If your company or another organization provides a Virtual Private Network (VPN) server, you can connect to it using our network. Most widely used VPNs are PPTP VPN and IPSec ESP type VPN. However, some rarely used VPNs like IPSec AH type; Checkpoint proprietary will have issues with Network Address Transaltion (NAT). Please check with your corporate to make sure the VPN you use is NAT friendly.

• Can I use FTP with my account?

Certainly! You may access the Internet in any way you like after logging on to network.

• Can I use my SMTP/POP3 clients like Outlook Express / Thunderbird / Eudora?

Most of the enterprise and email providers have enabled Authenticated SMTP. If your client is enabled with ASMTP which authenticates your username and password while sending e-mail, this will work in SPiDiGO Broadband network. The clients who are enabled with plain SMTP will fail with Outlook Express/Thunderbird/Eudora like e-mail clients. We recommend using browser interface to access your e-mail.

Security and Monitoring

• Is a firewall implemented on the guest LAN?

A firewall is an integral part of the Welcome Page. This controls who has access to the Internet. Once the connecting process via the Welcome Page is complete, no information is restricted, monitored, or blocked. Unauthorized users will be redirected to the Welcome Page automatically, if they try to access any website.

• How safe is it to purchase access using a credit card?

At SPiDiGO Broadband, it is safe to use your credit card to make payment for your order. SPiDiGO Broadband uses the latest encryption technology to ensure that information is transmitted from your browser to our servers safely over the Internet on a Secure Socket Layer (SSL) link. In fact, we have a secure digital certificate from GeoTrust which is one of the world's largest secure digital certificates issuing company. All your personal information like user name, passwords, credit card number is encrypted so that they cannot be read as it travels over the Internet.


• Do you monitor my usage?

Yes. In the wake of recent guidelines by TRAI and other enforcement authorities, it’s mandatory for any service provider to keep a track of user’s on-line data. We do monitor the activity and store it in our repositories for specific time duration.

Technical Support Contacts

• How do I get support?

You can contact our 24x7 support using any of the following: Phone: 91 7966199999 Email: [email protected]

mailto:[email protected]�

Documents

Spidigo Frequently Asked Questions