Frequently Asked Questions (FAQ)

What is wireless Internet?
Wireless internet allows customers to connect to the internet without the use of wires. Unlike DSL and Cable internet, wireless internet does not require any terrestrial infrastructure (phone lines, fiber optics, television cables).

Usually, wireless internet refers to internet transmitted via WiFi which stands for “wireless fidelity.” The 802.11 a/b/g standards, defined by the IEEE, are the most common forms of WiFi.

 Wait! You said “wireless” Internet. Why do I have wires?
Wireless Internet means that there are no wires required between the provider hardware and customer premises. Some hardware is required to receive the wireless signal and then carry that signal via a cable to another device, usually a router/firewall or computer. In order for these devices to function, they must also have power cables as power cannot yet be delivered wirelessly.

 Can I use my wireless laptop with your system?
Yes, but you must purchase a wireless router to connect wirelessly with your Laptop. Wireless routers are not provided as part of the standard installation service but are available for purchase on the date of your installation.

 How do I setup my NetsurfUSA email account in Outlook Express? (read below for other email setup instructions)

How to setup your email account in Outlook Express:

1. Open Outlook Express from your desktop or the start menu.
2. Under “Tools”, click on “Accounts…”
3. Click on the “Mail” tab
4. Click the “Add” button, then click on “Mail”
5. The email account setup wizard will appear.
6. Follow the on-screen instructions.
7. When asked for your POP server settings type “mail.netsurfusa.net” for both incoming and outgoing servers.
8. Once you have completed the wizard you will be returned to the “Mail” tab.
9. Open up your new account properties by clicking on the account then clicking properties.
10. Click the “Server” tab and put a check mark next to “My server requires authentication”.
11. Click “OK”.
12. Your new email account has been setup.
13. To test your new account, send a new email to test@netsurfusa.net with “test” in the subject line.  You should receive an email back from NetsurfUSA if the test was completed successfully.

How to setup your email account in Microsoft Office Outlook 2003:

1. Open Outlook from your desktop or the start menu.
2. Click “Tools”, then click “Email accounts”
3. Click “Add a new email account”
4. Select “POP3” then click next.
5. Specify “Your name”
6. For incoming and outgoing mail servers type “mail.netsurfusa.net”
7. Specify username(i.e. johnsmith@netsurfusa.net, johnsmith is username)
8. Specify password
9. Click “more settings”
10. Click “Outgoing Server” tab
11. Click “My outgoing server (SMTP) requires authentication”
12. Click “Ok”, then click “Next” and finish the setup.
13. To test your new account, send a new email to test@netsurfusa.net with “test” in the subject line.  You should receive an email back from NetsurfUSA if the test was completed successfully.

 How to setup your email account in Microsoft Office Outlook 2007:

1. Open Outlook from your desktop or the start menu.
2. Click “Tools”, then click “Account Settings…”
3. Under the “Email” tab, select “New…”
4. Select “Microsoft Exchange, POP3, IMAP, or HTTP” then click next.
5. Select “Manually configure server settings or additional server types” at the bottom and select “Next”.
6. Fill in the requesting user information fields.
7. Select “POP3” for account type.
8. For incoming and outgoing mail servers type “mail.netsurfusa.net”
9. Specify “Username”(i.e. johnsmith@netsurfusa.net, johnsmith is username)
10. Specify password
11. Click “more settings”
12. Click “Outgoing Server” tab
13. Select “My outgoing server (SMTP) requires authentication”
14. Select “Log on to incoming mail server before sending mail” at the bottom.
15. Click “Ok”, then click “Next” and finish the setup.
16. To test your new account, send a new email to test@netsurfusa.net with “test” in the subject line.  You should receive an email back from NetsurfUSA if the test was completed successfully.

How to setup your email account on a MAC:

1. Open Mail application
2. Click on Mail, upper left corner of Mail application
3. Click Preferences, then Click on "Accounts"
4. Click on the + sign, bottom left corner to create new account.
5. A new window will open up which says "Add Account"
6. Fill in your Full Name, then fill in your new email address (i.e. johnsmith@netsurfusa.net)
7. Fill in your password.
8. Click "Continue", new window, "Incoming Server" opens up.
9. Accept default server type, "POP"
10. Fill in description (i.e. NetsurfUSA)
11. Incoming mail server: mail.netsurfusa.net
12. Click continue, "Incoming Mail Security" opens up
13. Check box next to: "Use Secure Sockets Layer (SSL)"
14. "Authentication" use: "Password"
15. Click "Continue", "Outgoing Mail Server" opens up
16. Fill in Description, then Outgoing Mail Server: mail.netsurfusa.net
17. Check the box next to: "Use Authentication", type in your user name and password
18. Click "Continue", "Outgoing Mail Security" opens up
19. Check box next to: "Use Secure Sockets Layer (SSL)
20. Authentication, use: "Password"
21. Click "Continue", then in the next window click "Create Account"
22. To test your new account, send a new email to test@netsurfusa.net with “test” in the subject line.  You should receive an email back from NetsurfUSA if the test was completed successfully.

I'm trying to install a new router but it will not detect my Internet connection.
Depending on the router brand you may have to manually configure your router with the installation CD for connection type "Static IP" with the following settings:

• IP Address: 169.254.1.60
• Subnet Mask: 255.255.255.0
• Gateway: 169.254.1.1
• Primary DNS: 64.184.1.10
• Secondary DNS: 64.184.1.11

My computer will not connect to the Internet.
There are several reasons why your computer may not connect to the Internet.

1. Try to power cycle your Internet equipment. This includes your Internet adapter and wireless router if available. It is recommended you leave the equipment unplugged for approximately 10 seconds at which time your computer should be rebooted and then your equipment plugged back in while the computer is starting up.
2. Make sure you have adequate virus and spyware protection. You can download free, comprehensive virus protection such as Microsoft Security Essentials or simply a free cleanup tool called Malwarebytes. Run a scan with either program and remove any malicious software detected then try connecting again.
3. You may have a firewall blocking your Internet connection. Try to disable your firewall(i.e. Norton Internet Security, Mcafee Security Center, Zonealarm, etc.) then try connecting again.
4. Your ethernet card may be disabled on your computer. In Windows XP open "Start" -> "Control Panel" -> "Network Connections" -> double-click "Local Area Connection" to re-enable it. In Windows Vista right-click on connection icon in lower-right corner of screen and click "Network and Sharing Center". Select "Manage Network Connections" on left side of screen and double-click "Local Area Connection" to re-enable it.
5. Bypass your router by connecting your Internet cable directly into your PC. If you can connect you may have a problem with your router.
6. In Internet Explorer make sure your connection settings are set properly. Open Internet Explorer, click "Tools" -> "Internet Options" -> "Connections" -> "Lan settings" and make sure no boxes are checkmarked. Then click "OK" and try connecting again.
7. Other ISP software may conflict with your Internet connection and prevent you from connecting properly. Go to "Start" -> "Control Panel" -> "Add/Remove Programs" and uninstall any previous Internet software(i.e. AOL, Netzero, Insightbb)

What are the system requirements for NetsurfUSA Internet service?
All computers used with NetsurfUSA Internet service must meet the following system requirements:

• IBM or Compatible PC, MAC
• Microsoft Windows XP, Microsoft Windows Vista, or Mac OS
• Ethernet card