866.422.8890   sales@ikano.com
Services for Resellers

DSL Internet F.A.Q's


The DSL F.A.Q's are arranged into the following sections.


Customers Signup:

 How do my customers signup for DSL?
We will supply a simple piece of HTML code that you can put on your website for customers to place DSL orders. This order form will automatically work with the prices you set to offer the customers your exact custom tailored DSL plans. The customers must go to your website and fill in their 10 digit local telephone number that is currently being serviced as a local telephone line by our current carriers (AT&T, Verizon, or Qwest) and their correct physical address associated with the 10 digit telephone number they provided. It will guide the user through the process of signing up. You cannot manually setup customers in the management interface. All orders must go through the HTML code on your site.

What is the ordering process?
  1. The order is placed off your website and it sends an email to the order notification email address that you have on file with us.
  2. You must then check the box in the "orders" section of your admin interface to send the order to us.
  3. At the end of the next business day you should have a reply on the order. The reply of "completed" will then list an activation date on the order. If the order says "error" then please check the notes on the account because we may be looking for more info from you. Reply in the notes section if necessary. If the order says "cancelled" then no DSL service is available or you have cancelled the order
  4. For a completed order, it will take 3-5 business days for the DSL circuit to be installed by the LEC. The activation date will be listed under the details of the order.
How do I cancel or temporarily suspend a DSL user?
To suspend a user you must log into your admin interface and click on "Customers". Then click on the suspend button to suspend a user. To cancel a user click on the "Contact Us" section and click on the top link on that page that says "click here". You will need to select "cancellation" from the drop down menu and full 10 digit phone number of the order you wish to cancel in order for it to be processed. The cancellation of a DSL account will take 3-5 business days to complete.

Billing:


How am I billed?
DSL charges are pro-rated based on the calendar date of signup to the 1st of the next calendar month. The monthly recurring charges will start again on the 1st of the month. Cancellations are also prorated based on the specific day of cancellation. Please note that this will be 3-5 days AFTER you request it to be cancelled. Invoices - In your management interface there is a section called "BILLING" that you can click on and pay your monthly invoices via credit card. If you wish to mail a check, the mailing address is available in that section as well. We send out our monthly invoices on the 5th-8th of the calendar month and require payment by the 1st of the next calendar month. We do collect prepayment for all DSL charges and expect you do bill your customers in advance as well.

How are the DSL customers billed?
You will be responsible for all the billing of your DSL users. This includes any setup fees, monthly fees, DSL modem fees, installation charges and early termination penalties. As your customer continues through the signup process on your website, all of the info collected including name, address and credit card info will be given to you so that you can process the customer's payments right away. We require that you check a box in our management interface saying that you have "reviewed" the order, before we will actually place the DSL order with the LEC. This insures that you have charged your customer's credit card or arranged payment from your customer via another method prior to any charges being incurred by yourself.


Support and Contact Information



Sales - Setup - General Questions
• Jared Mullenberg - jared@dialupusa.net - 1888-460-2286 x 201
• Eric Floeting - eric@dialupusa.net - 1888-460-2286 x 203
• Vance Bishop - vbishop@ikano.com - 801-415-8264
• Adrian Minder - aminder@ikano.com - 801-415-8246

Who do I contact for ordering/prequalification help?
Please contact your sales representative or CRM for any basic help in getting setup to sell DSL services. Jared, Vance, Eric and Adrian will be happy to help you understand how the process works and enable you to get going with this. You can reach them at the numbers at the bottom of this page. If you have problems with a specific order then please log into your admin interface and click on the "Contact Us" section. The first link on that page will allow you to submit an email to the ordering/prequalification team. This is only for orders that are not setup yet.

Who do I contact for escalation support?
We are happy to help our partners with any support related questions. Please do not have your endusers call this number directly!!! For any post-setup orders you can call our 24x7 support line at 1-888-420-3914. Please be patient with our support staff and have your order # and DSL phone number available when you call. If you have support problems with a specific order that has been activated then please log into your admin interface and click on the "Contact Us" section. The first link on that page will allow you to submit an email to the support team. This is only for orders that are past the activation date.

Pricing


What is the initial setup fee and recurring fees? It is a one time $200 setup fee to join our Wholesale DSL Service. There is a yearly renewal fee of $200 per year if you wish to remain in our program. It should only take 4 DSL users with you making $5 profit each per month to cover the cost of the renewal fee. Of course we hope that you have WAY MORE than 4 DSL users a year from now.

Are there any minimum commitments?
Our Wholesale DSL contract contains a no minimum policy and we do not require that you have a set number of DSL subscribers on the system. We supply DSL service to both large and small DSL resellers.

Do I get a discount for bulk orders?
- Lets talk! There is currently no bulk order pricing advertised, although if you have a big enough order we are definitely interested to quote you on this and will offer cheaper prices. We do run promos from time to time as well. The prices you see are the prices that we have to offer. In the future we hope to use our large volume of DSL subscribers to further negotiate our contracts with AT&T, Verizon, and Covad to get lower pricing.

Can I set my own DSL pricing and packages?
Of course you can! You can set pricing packages for monthly, yearly, with or without DSL modems ... the customization is up to you. We have a very simple "subscriptions" section in the management interface where you can set your own pricing for all of the DSL services and speeds that are offered.

How can I compete with lower DSL prices than what I can offer?
We've found ISP's to be successful because most ISP's with good customer service can make up for the extra couple bucks in price. Customer loyalty to your brand, email, portal and such will drive them to purchase service from you. Many times this easily makes up for the $5 more in price that you have to charge to remain profitable. DSL providers have constantly offered promo prices to get you in the door and then raise rates after the initial 3, 6 or 12 month period to a rate where they make money. In test scenarios upwards of 80% of customers will agree to the increased rates after the promo period is over.

Networks


Where is DSL service available?
DSL service is currently offered on the AT&T, Verizon and Covad networks. The customer must have a local telephone line with the carrier in order to qualify for DSL service. The 10 digit telephone number the customer uses to qualify cannot be a cell phone or VOIP telephone number.

AT&T network #1 - AT&T California - CA LATA's: 730, 732, 722, 738, TX: 566

AT&T network #2 - Nationwide AT&T areas - States of CA, NV, TX, OK, KS, AR, MO, IN, OH, MI, WI, and IL

Verizon network #3 - Verizon California - CA LATA's 730, 973, 740, 722

Covad network #4 - coming soon...

Covad network #11 - 34 different states - For a list of all Covad Central Offices click here: Covad Coverage Areas

Bellsouth network #5 - coming soon...

Verizon network #8 - Nationwide Verizon areas - States of DC, FL, IL, IN, MD, MI, ME, MA, NC, NH, NJ, NY, OR, PA, RI, TX, VA, VT, WA, WI, and WV

Verizon East BTAS LATA's • 120 - Maine; • 122 - New Hampshire; • 124 - Vermont; • 126 - West Massachusetts; • 128 - East Massachusetts; • 130 - Rhode Island; • 132 - New York Metro; • 133 - Poughkeepsie, NY; • 134 - Albany, NY; • 136 - Syracuse, NY; • 138 - Binghamton, NY; • 140 - Buffalo, NY; • 220 - Atlantic Costal, NJ; • 222 - Delaware Valley, NJ; • 224 - North Jersey, NJ; • 226 - Capital, PA; • 228 - Philadelphia, PA; • 230 - Altoona, PA; • 232 - Northeast, PA; • 234 - Pittsburgh, PA; • 236 - Washington, DC; • 238 - Baltimore, MD; • 240 - Hagerstown, MD; • 242 - Salisbury, MD; • 244 - Roanoke, VA; • 246 - Culpepper, VA; • 248 - Richmond, VA; • 250 - Lynchburg, VA; • 252 - Norfolk, VA; • 254 - Charlestown, WV; • 256 - Clarksburg, WV

Verizon West BTAS LATA's • 226 - Capital, PA; • 236 - Washington, DC; • 250 - Northeast, WI; • 254 - Southwest, WI; • 332 - South Bend, IN; • 334 - Auburn/Huntington, IN; • 336 - Indianapolis, IN; • 350 - Northeast, WI; • 354 - Southwest, WI; • 348 - Grand Rapids, MI; • 366 - Forrest, IL; • 426 - Raleigh, NC; • 552 - Dallas, TX; • 558 - Austin, TX; • 570 - Hearne, TX; • 672 - Portland, OR; • 674 - Seattle, WA; • 676 - Spokane, WA; • 722 - San Francisco, CA - Local Network 3; • 730 - Los Angeles, CA - Local Network 3; • 740 - San Luis Obispo, CA - Local Network 3; • 924 - Erie, PA; • 938 - Terre Haute, IN; • 952 - Gulf Coast, FL; • 961 - San Angelo, TX; • 973 - Palm Springs, CA - Local Network 3

What is a LATA?
Local Access and Transport Area is a U.S. term that refers to a geographic region assigned to one or more telephone companies for providing communication services. You can find a detailed list of LATA's and the areas that they cover here: http://www.localcallingguide.com/lca_listlata.php You can view a picture of a U.S. LATA map here: http://www.robotics.net/clec/LATA_Map.html

General Questions


What do I do if no DSL service is available?
If no DSL service is available then you can always attempt to have the user signup for the dialup access that we have supplied for years. It is imperative that the user enter a correct 10 digit landline telephone number that is currently with AT&T, Verizon or Covad in order to qualify for service. Our API's are hooked right up to AT&T, Verizon and Covad's systems so the DSL qualification process should be pretty accurate. Unfortunately, due to many conditions we cannot always determine if DSL is immediately available and more testing may need to be done to determine this. Factors that cause this include...



DSL Modems


How are the modems shipped to the customers? If you purchase DSL modems from us then we will ship them to you. You would then insert instructions or cd software along with your name, number, etc and ship them to your users.

How much do DSL modems cost?
We offer DSL modems for sale. The current model that we are selling is a D-Link 2320B which comes in standard bridge mode but can be configured to do PPPoE authentication. We sell them in increments of 10. They are $35.00 per modem plus shipping and include the modem, power supply, 4 micro filters, 1 phone splitter, and an Ethernet and phone cable. We offer a 90 day warranty on these units. You can find technical specifications on these units on the D-Link website at: http://www.dlink.com/products/?sec=2&pid=554 Technical Specifications Required: MUST be an ADSL modem that supports RFC1483 / Bridge Mode and DMT (g.DMT) VP set to 0 VC set to 35 Please contact George Mitsopoulos, george@corp.ikano.com, 818-435-1106, for ordering information on DSL modems.

Can a customer use their own modem?
Of course they can.

Can I resell my own modems/routers? Of course you can. This would be a great way to up sell your customers to a wireless router too.


Wholesale DSL F.A.Q's After Sign-Up


What domains should I add to my spam-filter so communication from your company don’t get blocked?
Please “whitelist” the following email domains:
Would it be possible for us to use our own domain instead of “@value.net” in the customer’s username?
We were not able to register each Partner's domain with each ILEC like we wanted to (not only would it be very difficult to manage, but also very expensive). Instead we made the decision to use a realm that was as generic as we could find in order to make our services available to the most number of Partners while making it as economical as possible for them.

In what areas am I able to offer DSL services?
Each of the Networks in the “Subscriptions” section has a Coverage Area link that lists which LATAs each network covers. This map is a rough geographical representation of where each LATA is physically located. - Click here to view the LATA Map

How can I determine which LATA a customer's DSL phone number is in and who the underlying-Telco is for that number?
Use this CallingGuide, type the Customer's Area-Code in the "NPA" box, and their Prefix in the "NXX" box, then click search. This tool is helpful in finding the underlying-Telco provider of a given telephone number, as well as the LATA it is in. - Click here to view the CallingGuide

How do I delete a “Subscription” in the BOE?
A: Set the “Deactivate” Date to today’s date. What happens after I’ve “reviewed” the order in the BackOfficeEngine?
A: Once you've reviewed the order in the BOE the order is automatically submitted to the ILEC for final prequalification and provisioning. After about 24-48 hrs the order should be either:
Once an order goes to Completed status the circuit should go live anytime after the Activation Date (usu. 5-7 Business Days). If after performing standard Tier-1 troubleshooting steps found in the Support section of your BOE there still appears to be a problem with the circuit please follow normal Tier-2 Escalation steps.

How do I cancel a customer after the circuit is live?
You'll need to go to the Customers page of your BackOfficeEngine (BOE), click on the link for the subscriber you want to cancel and then click on the “Cancel End User” button in the middle of the page. This will create a new order in the Orders section of your BOE. It will have “Cancel” as the Type of Order. This “Cancel” order will be much like a “New” order, but in reverse. We submit the Cancel order to the Telco, they usually respond within about 24-48 hrs with a Disconnect date. The Disconnect date is the date on which the Telco will terminate the subscriber’s circuit and the date which we cease billing you for that customer.

How do I suspend a customer after the circuit is live?
Go to the “Customers” section of your BOE, click on the DSL phone number of the end-user you’d like to suspend. Then click on the “Suspend User” button in the DSL Information section. This will interrupt the ability of the end-user to authenticate with their PPPoE username/password, but will not terminate their current DSL session. Once the end-user power-cycles their DSL modem, or remains inactive for more than 4-hours their existing PPPoE session should be terminated and they should no longer be able to authenticate. Once an end-user’s account is unsuspended they should be able to log back on within 20-30 minutes. **Please note – you will still be billed for any “suspended” customers.**

When a Partner orders a circuit on a phone line with DSL already setup w/ the ILEC, will the existing DSL circuit be automatically cancelled?
During the online Order Process the user will be asked "Do you currently have DSL Service at 555-555-555?" If they answer “Yes”, then they are asked “Who is your Current Internet Provider?” They must choose something from the drop-down menu OTHER than “None” or Your Company Name, if they do then they will be given two options:

Option#1: “Yes, please Cancel my Existing DSL for me.”
Option#2: “No, I will cancel the DSL myself (this may delay your activation date)”

If they choose Option#1 we will cancel their existing DSL circuit for them, which will reduce possible down-time.

How do I migrate an existing Dry-Loop circuit over to your Platform?
During the online Order Process the user must choose "I currently have service with another Provider" then they are given two options:

Option#1: “Yes, please Cancel my Existing DSL for me.”
Option#2: “No, I will cancel the DSL myself (this may delay your activation date)”

If they choose Option #1 we will cancel their existing DSL circuit for them, which will reduce possible down-time.

How do I convert a standard DSL customer to Dry-Loop DSL on the Verizon network?
When a subscriber wants to change from regular DSL to dry-loop DSL service you must make sure the subscriber calls the Verizon business office and tells them the following before you place the CHANGE Order in your BackOfficeEngine:

  1. They need to add a permanent remark on their account... The remark must state exactly: "VOICE DISCONNECT AUTHORIZATION RECEIVED FRM name date (ex: STEVE White 09/26/2008)".
  2. Once that is done.................the request should update overnight in their tables.
  3. We should be able to place the conversion request within 24-48 hrs after this is updated
  4. After we submit the conversion order it will suppress the voice dial tone automatically (will cancel the dial tone).
*Note: When the business office is contacted--have the customer get the name and Verizon ID of the representative they speak with, and they should NOT tell them they want to disconnect the voice or phone service.

Are there any extra fees associated with changing an end-user’s DSL speed, will they experience down-time?
No, there are no fees currently associated with upgrading or downgrading an end-user’s DSL circuit, however that may be subject to change at any time. Whenever you make a change to a DSL line there is the potential for downtime depending on what the Telco needs to do to effect the change.

How is End-User Support Handled?
You, the Partner, are expected to have a competent understanding of DSL and DSL technologies and to provide any required Tier-1 DSL Support to your end-users. Tier-1 Support (defined as all End-User contact, including Billing and Technical Support) is provided by you. IKANO does not provide direct support to your customers. To assist you and your support staff with these steps we’ve provided a Support link in your BackOfficeEngine outlining normal Tier-1 support procedures, we’ve also provided access to recent Radius Authentication data, as well as line performance data (for AT&T circuits only).

In the event of a DSL network-related issue, after all normal Tier-1 troubleshooting steps have been followed, you should contact IKANO for Tier-2 support. Tier-2 support should be requested using the following steps:

  1. Always submit a Trouble-Ticket, this helps our Technicians/Engineers track the issue and make sure the issue gets resolved.
  2. You can view the status of these Trouble Tickets by going to: Administration -> Utilities -> Ticket Viewer
  3. Call our Tier-2 Escalation Line: 888-420-3914 (**Please Note: No End-Users should ever call this number! ) When calling Tier-2 Support, please have the number of the Trouble Ticket ready.
My Customers cannot send mail when connected to their DSL line, what do I do?
Verizon blocks Port-25 which can result in your end-user not being able to send mail. There are two solutions to this problem:

  1. Setup a virtual-mailserver to receive email on Port-587 and have your DSL customer set their mail-client to send on that same port. Relevant Link: RFC 2476 (section 3.1)
  2. Configure a CNAME Record in your domain’s DNS (such as “dslmail.yourdomain.com”) and point it to our mail server, “smtp.value.net”. Then have your end-user configure their mail client to send mail on Port-25 using the new “server name” (“dslmail.yourdomain.com”).
*Note: Only end-users connected to our Wholesale DSL Network will be able to send using this server name. SMTP-Authentication is not required.

Where can I download 3rd-Party PPPoE Client Software for my Win98, Win2000, & Linux customers?
An example of some 3rd-Party PPPoE clients would be:

  1. Win98 & Win2000 - http://www.raspppoe.com/
  2. Linux - http://www.roaringpenguin.com/en/penguin/openSourceProducts/rpPppoe
The Contract mentions a 12-month circuit term, does this apply to all the Networks?
Currently only Qwest imposes a $100.00 Early Termination Fee for any circuit cancelled within the first 12-months. IKANO no longer offers Qwest DSL to Wholesale Partners.

When are Invoices posted, when are they due?
The regular monthly invoices are posted to your BackOfficeEngine around the 5-6th of each month. They must be paid by the 1st of the next month or your services may be disabled.

I need to overnight a check payment, where should I send it?
The BOE accepts Credit Card payments for all Invoices. Regular check-payments can be made to:

IKANO Communications
ATTN: Jamie Usry
PO Box 221050
Salt Lake City, UT 84122

If it is necessary to send overnight check-payment via UPS, FedEx, etc…please address it to:

IKANO Wholesale DSL
ATTN: Jamie Usry
124 N. Charles Lindberg Drive
Salt Lake City, UT 84116

Please be sure to include your “PlatID#” on the check in the Memo section, this will help ensure all payments are promptly applied and credited to your account.

When will you begin billing me for a subscriber, when will you stop billing me for a subscriber?
When setting up a new DSL account, from the time you prequalify the number and place the Order for new service to the time the Telco approves the order and assigns an Activation Date, it usually takes about 24-48hrs. It can take the Telco approx. 3-5 business days, after the Activation Date has been assigned, to complete the new circuit build and activate the DSL service. The Telco bases the new order Activation Date on (among other things) when they’ll have the resources available to complete the circuit build. The Telco doesn’t start billing IKANO, and we do not begin billing you, for the services until the Activation Date - when the circuit is active – not the first day the subscriber authenticates.

Likewise, it usually takes 24-48hrs for us to process a Cancel Order and get a Deactivation Date back from the Telco. The Telco assigns the Deactivation Date based on when they have the resources available to tear-down the DSL circuit. The Telco doesn’t stop billing IKANO, and we do not stop billing you, for the services until the Deactivation Date - the date the circuit goes “dark” – not the last day the subscriber authenticates.

I ordered a modem from you that turned out to be faulty. How can I return it and get a replacement unit (RMA)?
The units come with a 90 day warranty. To get a replacement unit you will need to provide us with the serial number for the unit that is faulty. To do this, please email your PlatID# (Whsle Acct #) along with the modem serial number to “george@corp.ikano.com”. We will verify that the unit has been shipped within 90 days. Once verified please ship the unit back to us with some form of tracking. We recommend UPS. Please email the tracking number for the shipment to “george@corp.ikano.com” and we will have a replacement unit sent out to you. You will need to return the modem and power supply.

Please ship the unit to:

IKANO DSL
RMA: Account Number
20847 Sherman Way, Suite 100
Winnetka, CA 91306





If you have any further questions, please email us to sales@dialupusa.net or call our sales staff at 1888-460-2286 and either Jared, Eric, Vance or Adrian will get back to you with more info. Please be patient (leave voicemails if necessary) as we expect high demand and interest in the product. We will get back to you ASAP and will show you how it works and answer questions. Your friends at Dialup USA sales@dialupusa.net 1888-460-2286

Contact IKANO today for additional details on this offer at 877-492-0121 or send an email request to our Wholesale DSL sales team: info@ikano.com

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