Pre-Sales

1. Why should I go with AceDSL^®?
2. What happens after I place my order online?
3. Do I have to sign an annual contract?
4. Do you need to install a new phone line?
5. Does ADSL interfere with the regular phone service?
6. How does it work on a single phone line?
7. Can I change the phone number for ADSL service later on?
8. Can I port my phone number to a cell phone service after AceDSL^® is installed?
9. I am currently using another provider’s ADSL service. How can I switch?

Hardware and Software Requirements

1. Do I need an ADSL modem?
2. I switched from another DSL provider. Can I use the modem they gave me?
3. Can I buy my own ADSL modem?
4. What are the requirements for ADSL modems compatible with AceDSL® service?
5. Is AceDSL compatible with my Linksys router?
6. Can I use a modem with a built-in router?
7. Do I get to keep the modem if I cancel my AceDSL® subscription?
8. What Other Equipment do I need?
9. Do you provide a NIC card?
10. How do I know if my computer has a NIC card?
11. What kind of NIC do I need?
12. What operating systems do you support?
13. We have 4 I-Macs, 2 PC's and one Linux server in the office. Can they all share one AceDSL® connection?
14. Do I need any special software to access the service?
15. How do I log in?

Telephone Lines

1. Will AceDSL work with my existing phone line?
2. What is a microfilter?
3. Do I need a microfilter on every telephone?
4. I would like to keep it simple and use only one microfilter. Any advice?
5. Can I use my phone line for other purposes while browsing the Internet with AceDSL®?
6. We have multiple lines in the office. Which line should be used for DSL?
7. Our lines is going through a phone system. Is this going to be a problem?
8. I have two lines. I am using dual line phone jacks and dual line phones. Can I use regular microfilters?

Networking

1. How can I share my AceDSL® line between multiple computers?
2. What is the difference between having a router and additional IP addresses for my computers?
3. I have one server/workstation that needs a dedicated IP, but I want everything else to be protected by a firewall.
4. Can I run a Web server behind a router?

Billing

1. What are the billing options?
2. What types of credit cards are accepted?
3. Can I be billed on my telephone bill
4. Who is going to bill me for my phone calls?
5. When does the billing start?
6. Can I receive copies of my bills?
7. Do I receive credit for downtime?
8. What is your refund policy?
9. What is my billing cycle?

Speed and Performance

1. What are the actual line rates of your services?
2. How is the speed affected by distance and line noise?
3. Can I upgrade or downgrade my speed?
4. Is there a fee for upgrades or downgrades?
5. If I download on two computers at the same time how is my speed affected?
6. What is the difference between bandwidth and download speed?
7. Will my speed stay consistent throughout the day, week, year?

Security

1. How does your authentication work without passwords and user names?
2. What if I use a wrong IP by mistake and my line goes down?
3. Do you offer firewall solutions?
4. I am concerned with my computer security. What can I do to stay away from security problems?
5. What are your policies regarding Hacking, Spamming, DoS, Open Relays, and Sharing of Copyrighted Material? (For Advanced Users)?
6. What is AceDSL’s Privacy policy?

ISP Switch

1. Can I switch from any provider?
2. How long will the switch process take?
3. What are AceDSL^® service options and rates?
4. Will AceDSL^® support my current modem?
5. Does AceDSL^® offer Static IP addresses?
6. When will I know my IP address and other settings?
7. When will my billing cycle begin?
8. Will my old ISP stop billing me on that date?
9. Does AceDSL^® require a term contract?

Q. Why should I go with AceDSL^®?

A. AceDSL^® is the most affordable business grade broadband service period. We have taken every freedom that is typically associated with a leased line and incorporated it into AceDSL®. Here is a short list of features enjoyed by thousands of AceDSL® subscribers in 6 states of the North East:

1. Static IP Address
2. VPN, PC Anywhere, Web, FTP, SMTP, Cameras and game servers permitted. No software is required for access. All Operating Systems supported
3. Routers and multiple computers supported
4. Secure webmail interface with customizable spam filters, and POP Fwd-ing
5. Full-featured web based account administration
6. No-nonsense Technical Support—always willing to go an extra step
7. Fair billing policies: no hidden fees, no price hikes, and tax is always included

AceDSL^® has been chosen by thousands of subscribers who appreciate the quality and capabilities that come with the service. The majority of our subscribers stay with us for years.

Q. What happens after I place my order online?

A. You will receive your DSL modem and installation kit with IP settings and instructions within 7 days. Hardware setup is quick and easy. Order status updates are sent to your contact e-mail, and can be viewed in the Customer Care section of the website. Dial up access is provided for free while you wait.

Q. Do I have to sign an annual contract?

A. You can cancel at any time with a 30-day advanced notice.

Q. Do you need to install a new phone line?

A. Having a phone line with Verizon local service greatly simplifies the installation process. In case if you don't have a phone line the service can be installed with a new "dry loop", please email sales@acedsl.com with your address for service pre-qualification.

Q. Does ADSL interfere with the regular phone service?

A. ADSL utilizes high frequency signal to transmit data, causing no interference to regular phone service that resides on the lowest frequency band. You can think of it as two radio stations coexisting in the same air space. Microfilters are provided in the modem kit to be used with the telephones in case if any noise is audible.

Q. Can I change the phone number for ADSL service later on?

A. The service is bound to a physical line identified by the telephone number. Changing lines means disconnecting one service and ordering a new one. E-mail and IP address can be reserved for hassle-free moves and number changes. Although you are not charged the cost of moving the line, please avoid unnecessary number changes.

Q. Can I port my phone number to a cell phone service after AceDSL^® is installed?

A. With very few exceptions you can safely port your phone number. Please visit http://www.acedsl.com/acevoice.html for our residential VOIP products.

Q. I am currently using another provider’s ADSL service. How can I switch?

A. You can switch to AceDSL from any ISP who works with Verizon (Earthlink, Verizon Online, AOL Broadband). You cannot switch if your ISP works through Covad or another CLEC . To initiate a switch order, please fill out this form. For more switching Q & A click here.

Q. Do I need an ADSL modem?

A. Yes. AceDSL will provide you with a modem if you do not have one. See our service plans for rates.

Q. I switched from another DSL provider. Can I use the modem they gave me?

A. If you are a residential customer and already have an ADSL modem, chances are you can use it with our service. Please confirm compatibility of your modem brand with an AceDSL® representative.

We strongly recommend that business customers purchase a modem from us.

Q. Can I buy my own ADSL modem?

A. Yes. If you would like to use a specific modem other than the brand we offer, you may buy your own modem.

Q. What are the requirements for ADSL modems compatible with AceDSL® service?

A. G.DMT, RFC 1483 SNAP Bridge, LLC-Mux, VPI-0, VCI-35, Alcatel DSLAM compatible.

Q. Is AceDSL compatible with my Linksys router?

A. You can continue to use any DSL/Cable router.

Q. Can I use a modem with a built-in router?

A. If your router has a built-in modem it still must conform to the requirements above.

Q. Do I get to keep the modem if I cancel my AceDSL® subscription?

A. Residential customers may choose to keep the modem for $39 + applicable sales tax after your AceDSL® service is discontinued. The modem must be returned in the original packaging within 30 days of cancellation to avoid being charged the above fees should you not want to keep it.

Business customers pay for the modem at the start of subscription and are under no obligation to return it to Acecape.

Q. What Other Equipment do I need?

A. You will need a Network Interface Card (NIC). If you want to network computers together you will need to provide any hardware you choose to do that with.

Q. Do you provide a NIC card?

A. No.

Q. How do I know if my computer has a NIC card?

A. Look at the back of your computer. A NIC has an RJ-45 jack that looks like a phone jack except it is wider and has 8 pins (a phone jack has 4 pins). A typical NIC has only one RJ-45 jack, while most 56k modems have two RJ-11 phone jacks. Most computers built in this century have it built-in. In the worst case scenario you can purchase a Network Interface Card at Comp USA for $10 or less.

Q. What kind of NIC do I need?

A. Any 10Base-T or 10/100Base-T(or Tx) card will do. Make sure the NIC card is compatible with your computer and operating system.

Q. What operating systems do you support?

A. AceDSL® is compatible with any OS as long as it uses TCP/IP protocol.

Q. We have 4 I-Macs, 2 PC's and one Linux server in the office. Can they all share one AceDSL® connection?

A. Yes. You can network machines running different Operating Systems.

Q. Do I need any special software to access the service?

A. AceDSL® uses standard TCP/IP support included with every computer capable of running an Internet browser. Simply configure the settings for your new static IP information.

Q. How do I log in?

A. You are not required to supply a username or password unless accessing e-mail or your account information on our website. With AceDSL® you’re always connected. Turn on your computer and open an Internet application such as a browser or an e-mail client.

Q. Will AceDSL work with my existing phone line?

A. Your phone line must have Verizon as local provider and qualify for DSL. You can use the phone checker located throughout this site to check availability.

Q. What is a microfilter?

A. Microfilters is a device that cuts off high frequency signal from entering your telephones and creating audible noise. Microfilters should not be connected to the ADSL modem as they will prevent the modem from being able to receive DSL signal.

Q. Do I need a microfilter on every telephone?

A. As a rule of thumb each phone jack should have a microfilter. You can chain multiple phones from a single microfilter, though some newer telephones work without them.

Microfilters are not limited to telephones. All analog devices on the service line, including faxes, 56k modems, burglar alarms, etc., require a microfilter.

Keep in mind that even if the ADSL modem has it’s own jack (i.e. the phones are hooked up to another jack in another room), you can still get noise on the line. Make sure that you place a microfilter on the other jacks for the phone line.

Q. I would like to keep it simple and use only one microfilter. Any advice?

A. Make sure the microfilter stands between your phones and the outside line, but not between the outside line and your ADSL modem.

Q. Can I use my phone line for other purposes while browsing the Internet with AceDSL®?

A. Yes. AceDSL® does not interfere with most of the activities you use your phone line for every day. You can:

• Make Phone Calls and keep features such as Call Waiting or Caller ID
• Send Faxes
• Dial your bank from the same computer
  

Q. We have multiple lines in the office. Which line should be used for DSL?

A. If all your lines meet the requirements for the desired service, we suggest ordering the service on the stand alone and/or least important line (dial up line, fax, backup, etc.).

Q. Our lines is going through a phone system. Is this going to be a problem?

A. If your office has a PBX-style phone system, use a stand alone line which bypasses the system, or make sure your computer consultant or the “phone guy” knows how to split the line before it enters the phone system.

Phone system with modular plugs:

1. Unplug the line from your phone system.
2. Split your line at the NID (Network Interface Device) to create two available jacks on the outside line.
3. Run a cord from one of the jacks to your ADSL equipment.
4. Connect the other jack to a microfilter.
5. Connect the microfilter to the phone system.

Phone system with punch block:

1. Follow the line from the phone system to find a place that will support your line splitter and microfilter (in other words, it should not be hanging on two wires).
2. Cut the line and attach RJ-11 plugs using crimping tools. The wires should be connected to the middle pins (2&3) of the plugs.
3. Split your line at the NID (Network Interface Device) to create two available jacks on the outside line.
4. Run a cord from one of the jacks to your ADSL equipment.
5. Connect the other jack (on the two-way splitter) to a microfilter.
6. Connect the line leaving the phone system to the microfilter.

Q. I have two lines. I am using dual line phone jacks and dual line phones. Can I use regular microfilters?

A. Regular microfilters are only effective for one line in a dual line jack. You can purchase dual-line filters from various vendors, such as RadioShack or www.excelsus.com.
If you have multiple dual-line jacks in your residence we HIGLY RECOMMEND installing a single-line jack for the DSL carrying line.

Installation with Dual-Line Jacks:

1. Disconnect your DSL-carrying line from the NID (Network Interface Device).
2. Split this line at the NID to create two available jacks on the outside line.
3. Run a phone cord from one of the newly created jacks to your ADSL equipment (or a dedicated jack).
4. Connect a microfilter to the second newly created jack.
5. Connect the original wire (leading to all the dual-line jacks) to the microfilter

Q. How can I share my AceDSL® line between multiple computers?

A. Your computers must be on a LAN [Local Area Network] (each computer must have a network interface connected to a network hub or switch). Your LAN must be connected to the DSL modem using one the following options:

Option 1: Connect any DSL/Cable router to your DSL modem. Connect your computes to your DSL/Cable router. Follow the router’s manual to configure settings. We provide basic support for router configuration over the phone. Please refer to Security section of this Q&A before you start.

Option 2: Purchase additional IP addresses ($5/mo each) for each computer. Router is not required.

Option 3: Run one computer as a proxy. The drawback of this method is that one computer must always be on in order to provide Internet access to your other machines. We offer no technical support for proxy setup and configuration.

Q. What is the difference between having a router and additional IP addresses for my computers?

A. Computers behind a router have private IP addresses. This improves security and saves on cost of additional IP's. However, if your application is not compatible with firewalls; or if you are planning to run services from multiple machines using the same TCP/IP ports you will need dedicated public IP's.

Q. I have one server/workstation that needs a dedicated IP, but I want everything else to be protected by a firewall.

A. Obtain one additional static IP address. One IP address will be assigned to the firewall and the other to your server/workstation. You will need an additional network hub between your ADL modem and your firewall and your server/workstation.

Q. Can I run a Web server behind a router?

A. Yes. Assign a permanent private IP address to your server and enable port forwarding on the router.

Q. What are the billing options?

A. Every AceDSL^® subscription requires a valid credit card, which is later used for periodic payments. Business customers in good standing can later choose to switch to periodic billing statements.

Q. What types of credit cards are accepted?

A. We accept Visa, Master Card, American Express and Discover

Q. Can I be billed on my telephone bill

A. No.

Q. Who is going to bill me for my phone calls?

A. Verizon Communications and your long distance carrier will continue billing you for your local and long distance calls, respectively.

Q. When does the billing start?

A. The earlier of the day the service is up and running or schedule due date. If you order any hardware with your service you will be charged for hardware upon shipment (typically 2 days prior to your activation date).

Q. Can I receive copies of my bills?

A. Customer Care section of this site provides easy access to account and billing information.

Q. Do I receive credit for downtime?

A. Credit is issued for any reported outage that lasts 72 consecutive hours or longer.

Q. What is your refund policy?

A. Any refund must be requested within 30-days from the incurred charges to be considered valid.

Q. What is my billing cycle?

A. Every AceDSL^® customer is on the calendar month billing cycle. If you had service only for a portion of the month, that month’s charge will be prorated accordingly.

Q. What are the actual line rates of your services?

A. AceDSL^® Live: 864/160
    AceDSL^® Live Plus: 1792/160
    AceDSL^® S384 448/448
    AceDSL^® SOHO 1792/448
    AceDSL^® S768 864/864
    AceDSL^® Network 5000+ (average)/864

Q. How is the speed affected by distance and line noise?

A. AceDSL^® services require a qualified phone line. If your line cannot support desired speed we would offer you the top subscription option available on your line. Noise and other line conditions may still affect your speed and may or may not be prevented on a case by case basis.

Q. Can I upgrade or downgrade my speed?

A. Yes.

Q. Is there a fee for upgrades or downgrades?

A. No.

Q. If I download on two computers at the same time how is my speed affected?

A. The speed is allocated dynamically between computers according to supply and demand. The total combined speed of all downloads on all computers will not exceed your ADSL line speed.

Q. What is the difference between bandwidth and download speed?

A. Download speed is determined by DSL line speed, speed of the server you are downloading from, Internet congestion, latency, and your computer performance. Bandwidth is a capacity of your line according to your line rate.

Q. Will my speed stay consistent throughout the day, week, year?

A. AceDSL^® service runs on the fiber optic network capable of sustaining top speeds day and night 7 days a week all year long. Your download speed will be consistent as long as you are accessing non-congested Web and FTP sites. However, your individual line performance may vary from time to time. Significant speed degradation must be reported to AceDSL^® technical support.

Q. How does your authentication work without passwords and user names?

A. Your IP address/ MAC address combination is locked down. No other MAC address will be allowed on the network with your IP address. Before changing any equipment directly connected to your DSL modem please visit customer care site at https://www.acedsl.com/cm.php reset and unlock your IP address.

Q. What if I use a wrong IP by mistake and my line goes down?

A. Honest mistakes can be fixed with a call to tech support.

Q. Do you offer firewall solutions?

A. We provide true public IP addresses with no port blocking, whatsoever. If you are concerned with security, you can add a router or software firewall to your setup. Software firewalls are available as freeware and commercial versions. We strongly recommend hardware firewalls since software firewalls can have negative effect on your computer performance.

Q. I am concerned with my computer security. What can I do to stay away from security problems?

A. Disable file and print sharing if you use a public IP on your computer. Get firewall software or hardware. Be careful with any new software, especially if downloaded from an unfamiliar web site. Do not open e-mail attachments unless you expect them and know what is in them. Update your anti-virus software regularly. Be sure to check for Microsoft Security Updates regularly when using Windows.

Q. What are your policies regarding Hacking, Spamming, DoS, Open Relays, and Sharing of Copyrighted Material? (For Advanced Users)

A. Our general system security guidelines can be found in the user agreement at http://www.acedsl.com/ADSLAgreement.html

Please consider the following before engaging in recreational hacking (real hacking is a crime that may result in service disconnection and legal action against the hacker):

Most administrators on the networks and systems you target will save logs of your probes and scans for immediate or future use. Common uses include: writing complaints to our administrators, making you the scapegoat for more crimes than you’ve committed, surprise retaliation that includes DoS which in turn prompts us to disconnect you. Please save us all the aggravation.

MAC address spoofing:

MAC addresses are monitored by Verizon Data Network Operation Center (DNOC). It’s in your own best interest to transmit no more than a few MACs in any 8-hour period.

Spam:

Knowing engagement in distribution of unsolicited mass e-mail (spam) will result in an immediate disconnection of your account.

Open relays:

Open relays don't constitute a violation, but eventually they get exploited by spammers and spamming is a violation. We'll try to contact you if we detect one on your end. Please use password authentication if you run sendmail.

DoS (Denial of Service):

We won't take sides in your personal wars with other Internet users. If you invite/provoke a DoS attack you violate the user agreement.

Network Viruses:

Please update your Microsoft products with all the latest security patches on a regular basis. We will contact you if your systems start distributing network viruses/ worms and we'll have to suspend service if the problem is not resolved immediately.

Sharing of copyrighted files:

Copyrighted files in your shared Internet or FTP folder will attract attention of the copyright owners sooner or later. In light of the recent demonstration performed by the recording industry we have to conclude that copyrights are after all enforceable even on the Internet. Please do not share copyrighted material.

Q. What is AceDSL’s Privacy policy?

A. Acecape, Inc. does not share customers' information with anyone for any purpose in any way, shape or form. We do not maintain "mailing lists" or make them available to anyone. All passwords are encrypted and cannot be read. Payment processing is directly integrated with acquiring banks (no clearinghouses involved).

Q: Can I switch from any provider?

A: You can switch from any ISP that works directly with Verizon, e.g. Verizon Online, AOL Broadband, Earthlink, and a number of small local providers. You cannot switch from ISP's, e.g Speakeasy, Megapath, that provide service through Covad or any other CLEC.

Please fill out this form to switch to AceDSL^®.

Q: How long will the switch process take?

A: Approximately 1-2 business days.

Q: What are AceDSL^® service options and rates?

A: Please visit http://www.acedsl.com/acedsl_res.html to learn our service plans.

Q: Will AceDSL^® support my current modem?

A: We will support Westell, Speedstream 5260 and Broadmax modems. Otherwise, residential subscribers can obtain a free modem from us for the duration of the service. Business customers can purchase the modem for $39 with volume discounts available.

Q: Does AceDSL^® offer Static IP addresses?

A: Yes, all our DSL lines come with Static IP addresses.

Q: When will I know my IP address and other settings?

A: You will be able to log on to the Customer Care section of our Web site at https://www.acedsl.com/cm.php to view your settings 1 to 2 days after your order is placed.

Q: When will my billing cycle begin?

A: All AceDSL^® services are billed on billing cycles which coincide with calendar months. Your charge will be prorated for the first partial month.

Q: Will my old ISP stop billing me on that date?

A: You must contact your old ISP to inform them of the switch and make sure they stop billing your account.

Q: Does AceDSL^® require a term contract?

A: No, but we require a 30-day advanced notice if you decide to terminate your account.