WHOLESALE DSL ACCESS FREQUENTLY ASKED QUESTIONS
The Wholesale 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?
- 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.
- You must then check the box in the "orders" section of your admin interface to send the order to us.
- 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
- 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 - Partial;
• 236 - Washington, DC - Partial;
• 250 - Northeast, WI - Partial;
• 254 - Southwest, WI - Full Coverage;
• 320 - Cleveland OH - Full Coverage;
• 324 - Columbus OH - Full Coverage;
• 325 - Akron OH, - Full Coverage;
• 326 - Toledo OH - Full Coverage;
• 328 - Dayton OH - Full Coverage;
• 332 - South Bend, IN - Full coverage;
• 334 - Auburn/Huntington, IN - Full coverage;
• 336 - Indianapolis, IN - Full coverage;
• 338 - Bloomington IN - Full Coverage;
• 340 - Detroit MI - Full Coverage;
• 344 - Saginaw MI - Full Coverage;
• 348 - Grand Rapids, MI - Full coverage;
• 350 - Northeast, WI - Full coverage;
• 354 - Southwest, WI - Full coverage;
• 356 - Southeast WI - Full Coverage;
• 360 - Rockford IL - Full Coverage;
• 362 - Cairo IL - Full Coverage;
• 364 - Sterling IL - Full Coverage;
• 366 - Forrest, IL - Full coverage;
• 368 - Peoria IL - Full Coverage;
• 376 - Quincy IL - Full Coverage;
• 420 - Asheville NC - Full Coverage;
• 426 - Raleigh, NC - Full coverage;
• 432 - Florence SC - Full Coverage;
• 552 - Dallas, TX - Full coverage;
• 558 - Austin, TX - Full coverage;
• 560 - Houston TX, - Full Coverage;
• 570 - Hearne, TX - Full coverage;
• 670 - Eugene OR - Full Coverage;
• 672 - Portland, OR - Full coverage;
• 674 - Seattle, WA - Full coverage;
• 676 - Spokane, WA - Full coverage;
• 720 - Reno NV, - Full Coverage;
• 722 - San Francisco, CA - Local Network 3 - Full coverage;
• 728 - Fresno CA - Full Coverage;
• 730 - Los Angeles, CA - Local Network 3 - Full coverage;
• 738 - Stockton CA, - Full Coverage;
• 740 - San Luis Obispo, CA - Local Network 3 - Full coverage;
• 922 - Cincinnati OH - Full Coverage;
• 923 - Mansfield OH - Full Coverage;
• 924 - Erie, PA - Partial;
• 927 - Harrisonburg VA - Full Coverage;
• 932 - Bluefield WV - Full Coverage;
• 937 - Richmond IN - Full Coverage;
• 938 - Terre Haute, IN - Full coverage;
• 952 - Gulf Coast, FL
• 960 - Coeur D'Alene ID - Full Coverage;
• 961 - San Angelo, TX - Full Coverage;
• 973 - Palm Springs, CA - Local Network 3 Full Coverage;
• 978 - Olney IL - Full Coverage;
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...
- Newly installed telephone lines
- A customer being right on the "edge" of coverage
- The telephone number and address not matching the LEC's records
- The fact that nothing is 100% accurate when dealing with telco's
- Other various reasons
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 =).
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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