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Bellsouth High Speed DSL Internet FAQS:
What if I already have a DSL modem but am not sure of the make or model number?
If you previously had BellSouth® FastAccess® DSL Service, and received a modem from BellSouth, you have a supported modem. If you need help identifying your modem type, please call our Help Desk at 1-888-321-ADSL.
To come back to BellSouth® FastAccess® DSL Service, if you are a current BellSouth customer, please click here.
If you need to set up BellSouth phone service along with your BellSouth FastAccess DSL Service, please click here.
How do I order BellSouth® FastAccess® DSL service?
You can check to see if service is available in your home by entering your telephone number on our BellSouth® FastAccess® DSL homepage. If your telephone number qualifies, visit our Order Now page to get started. You may also call us. Please go to Call Us for contact numbers and hours of operation.
Does FastAccess DSL support multiple users?
BellSouth offers wireless home networking with FastAccess DSL HomeNetworking Plus, allowing you to connect up to four computers with your FastAccess DSL connection.
What equipment will I need in order to have BellSouth® FastAccess® DSL?
You will need a DSL modem or wireless gateway/router. You can purchase one from BellSouth, or bring your own. Only select modems are compatible with BellSouth service, and some aren't supported by the BellSouth Help Desk. If you use a modem that isn't supported by the Help Desk, you'll need to contact the modem manufacturer if you ever have a problem with your modem.
What is a Dynamic IP?
IP stands for "Internet Protocol." An IP address enables a computer to be identified on the Internet while the user is online. A dynamic IP address (included with BellSouth® FastAccess® DSL) is one that is temporarily assigned to a user from a pool of IP addresses from a centrally administered server. The user has a different IP address each time s/he logs onto the Internet.
Where can I find more information about Internet connections, settings and hardware?
Please see the BellSouth Internet Service Online Help site for tutorials covering hardware and software settings.
FastAccess customers can go directly to FastAccess Support Home.
How can I get FastAccess® Service in the future?
Sometimes even if your neighbor has FastAccess DSL, the demand in your neighborhood is so great that we currently can't service your address. However, BellSouth continues to make enhancements and upgrades to increase the availability of FastAccess service in the region. We are eager to provide you with high-speed Internet service, so please keep checking www.bellsouth.com/dsl to see if service is available to you.
We also offer a high-speed Internet service via satellite. For more information, visit http://attwb.net.
What are some of the reasons why a line does not qualify for BellSouth FastAccess Service?
Top reasons why a telephone line does not pre-qualify for BellSouth FastAccess Service:
Can I change my number to get a number which qualifies for FastAccess Internet Service?
Changing your telephone number changes the number assigned to your physical telephone line, not the line itself. As a result, changing your telephone number will not affect the current availability of FastAccess at your location.
How do I order more filters for FastAccess Internet Service self-install?
Additional filter devices can be ordered online.
Why is the external Ethernet modem the only Windows® XP supported modem at this time?
BellSouth has been working with our modem manufacturers to test and ensure that the products we use are fully compatible with FastAccess DSL. Since Ethernet modems do not require modem drivers, they need less testing and may be offered at this time. As modem testing is finalized with manufacturers, additional options will become available.
Click here to find out if a dsl modem is supported or unsupported by BellSouth.
Can I network more than one computer to FastAccess Service?
BellSouth offers FastAccess HomeNetworking Plus, which allows family members to share a high-speed connection on multiple computers and laptops at the same time. HomeNetworking Plus is available to existing and new FastAccess DSL customers
What type of computer do I need in order to support BellSouth® FastAccess® DSL service?
Please see the minimum requirements to install FastAccess DSL to determine if your computer is compatible.
With FastAccess DSL there is no need to install additional telephone lines, unless you choose to have multiple lines for family members or associates.
How do I set up my e-mail account?
Go to the BellSouth E-mail help wizard for help setting up your BellSouth e-mail account.
For information on accessing BellSouth e-mail on the web, click here.
What is an Unsupported Modem?
Unsupported modems may be compatible with FastAccess but are not supported by our Help Desk. Therefore, any questions or problems you have with your modem will have to be referred to your modem manufacturer. If the problems with your modem cannot be solved by the manufacturer, you may need to purchase a different modem to work with your FastAccess Service. See the complete list of supported and unsupported modems.
Does my computer qualify for FastAccess® Service?
To test your computer to see if it is compatible with FastAccess Service, download our Computer Qualification Tool.
What is a Static IP?
The term IP refers to Internet Protocol. Every computer connected to the Internet must have an IP address so that it can receive files and e-mail messages. Ordinarily, IP addresses are dynamic, that is, they change every time you are on the computer.
Static IP is an Internet Protocol address that remains the same every time you log onto the Internet. It potentially enables you to host a Web site at your home or business, or to access a computer remotely over the Internet. Corporate networks with their own servers requires static IP addresses.
Static IP is available to residential customers for an additional monthly rate, but is free with BellSouth (R) FastAccess (R) Xtreme service.
Can I use my own modem for FastAccess Internet Service?
Yes, you can use your own modem, if it's compatible with BellSouth's service. However, some modems are not supported by the BellSouth Help Desk, so if you ever have problems with your modem, you'll need to contact the modem manufacturer. Learn if your modem is compatible and/or supported by the BellSouth Help Desk.
What if I am having slow connection speeds with my high speed Internet service.
To troubleshoot possible reasons why you may be experiencing a slower than normal connection speed, please visit our DSL Help Center.
What is a Supported Modem for FastAccess Internet Service?
With BellSouth FastAccess DSL service, you may purchase a supported modem from BellSouth, or use your own DSL modem. If you purchase a modem from BellSouth, or use your own supported modem, the BellSouth Help Desk will provide complete support if you have trouble with your modem. If you choose to use an unsupported modem, you'll need to contact the modem manufacturer if you have a problem with the modem. Learn if a modem is supported by the BellSouth Help Desk.
How do I "self-install"?
Installing FastAccess DSL Service is easy. After you place your order, we will activate DSL on your telephone line and ship your modem kit. When your self-installation kit arrives, you can set up your Internet service in a few, easy steps.
Is FastAccess® Service available for my home?
Go to www.fastaccess.com to see if FastAccess Service is available for your telephone number. Enter your telephone number where you would like to have service and find out instantly whether or not your numbers pre-qualify for service!
What is ADSL?
ADSL (Asymmetric Digital Subscriber Line) is a technology for transmitting digital information at high bandwidths on existing telephone lines to homes and businesses. ADSL simultaneously accommodates both analog (voice) and digital data on the same line. Unlike regular dial-up telephone services, ADSL provides a continuously available connection. ADSL is asymmetric in that it uses most of the channel to transmit downstream to the user and only a small part to receive information from the user. ADSL is generally offered at downstream data rates from 512Kbps to about 6Mbps.
What is DSL?
DSL (Digital Subscriber Line) technology delivers high-speed Internet access into your home via your phone line. A DSL modem splits your single phone line into two frequencies - one for data going to and from your computer and one for voice. This lets you surf the Internet while talking on the phone - all on the same phone line.
BellSouth® FastAccess® Service is available in 4 different speeds. Click here to learn how to choose the right speed for your residential needs or to order. Click here to learn how to choose the right speed for your small business needs or to order.
Will I be able to video conference?
Yes. BellSouth® FastAccess® DSL service provides the fastest dedicated link to the Internet for your business. Now you will have the capability to view video connections to your business partners with greater speed and clarity. Note: equipment and software not included.
What's not included with BellSouth® FastAccess® DSL Service?
The price for FastAccess Service does not include the cost for your telephone line. However, FastAccess Service allows you to access the Internet and fax or talk on the telephone at the same time using a single line.
If you do not have a DSL modem, you can purchase one from BellSouth. You may also use your own DSL modem; however, BellSouth offers customer service support only for supported DSL modems.
Note: BellSouth FastAccess® DSL service includes back-up dial-up access; however, it does not include a back-up dial-up modem. In order to access your back-up dial account, you will need to use a computer that has a built-in modem. Most late model home computers include a modem.
How do I find out if I am eligible for a reward, and how do I check the status of rebates and rewards?
To see if you qualify for rewards or to check the status of your rebate or reward, do the following:
Go Online
What operating systems work with BellSouth® FastAccess® DSL?
Please view the operating systems that work with FastAccess DSL.
What is Instant Messenger and how do I use it?
BellSouth® Messenger allows you to instant message friends and family. It's compatible with AOL, MSN, and Yahoo!. BellSouth® Internet Service customers can download it for free.
How can I block spam or abuse e-mail from reaching my inbox?
Are you looking for a way to scan e-mails for viruses? Are you tired of getting unwanted e-mail? BellSouth MailGuard Service is a new feature of BellSouth's e-mail service.
How much does Internet service cost?
BellSouth offers two types of service: BellSouth® FastAccess® DSL, and BellSouth® Dial Internet Service. To view pricing, learn more about FastAccess DSL, or learn more about Dial Service.
How can I check my e-mail from another computer or over the Internet?
BellSouth Internet Service customers can check their e-mail at http://www.home.bellsouth.net
Can I build my own Personal Web Page with BellSouth Internet Service?
BellSouth® Internet Service customers can build their own Personal Web pages at no extra charge.
What is the Customer Service number for BellSouth Internet Services?
If you would prefer to speak directly with a Customer Service Representative, please call 1.800.4DOTNET (1.800.436.8638). For other residential service numbers, click here.
If I am an existing or former AT&T High Speed Internet customer in the SBC region moving to the BellSouth region, can I re-use my existing modem or wireless gateway with my new FastAccess® DSL service?
Yes. However, the RVPI/RVCI setting of the modem or wireless gateway may need to be changed from 0/35 to 8/35. If you are not certain how to update the setting, please contact the FastAccess Help Desk at 1-888-321-2375.
Does the FastAccess DSL and Napster® offer require a credit card? What happens at the end of the free year offer?
No credit card is required up front to redeem the offer. At the end of the free year offer, Napster will email you to inform you that your subscription is ending, and ask you if you want to remain a paying customer at a cost of $14.95 a month.
What will happen if I disconnect my FastAccess DSL service within one year of redeeming the Napster® offer?
Napster will send you an email informing you it is discontinuing your free subscription.
Is the iPod compatible with Napster®?
Currently, the Apple iPod player is not compatible with Napster. Many iPod owners subscribe to Napster to listen to millions of full-length tracks on their PC or home stereo. They purchase tracks at a Napster subscriber discount, burn their music to CD, rip the songs to MP3, then transfer them to their iPod.
As a subscriber you will enjoy the following benefits:
Download an unlimited number of songs from Napster's catalog of 3 million songs on up to three computers.
Note: As a Napster subscriber you can download songs to your computer and transfer them to a compatible portable device. If you want to burn a song to a CD, however, you must purchase that song.
How can I contact Napster® with questions about my Napster service?
Customer Support number is 800.839.4210. Hours are Mon-Fri 9am-9pm EST.
Purchasing Tracks
Purchasing a track refers to paying for a track before downloading it to a computer. Reasons for purchasing include:
How do I redeem the FastAccess DSL and Napster® offer?
Redeem your reward by visiting http://www.att.com/bellsouthreward 21 days after purchase. On the Web site, you will enter your home telephone number and then accept your Napster reward. After accepting, you will be provided a unique 8-digit promo code. Use the code with the provided Napster web address to redeem.
Customers must redeem their reward with Napster by October 31, 2007.
Is Microsoft Vista compatible with FastAccess® DSL HomeNetworking Plus?
Yes, but if you have a Windows Vista 64-bit operating system and use the Netopia 3D reach wireless 802.11b/g USB adapter or PCMCIA card, please take the following actions:
For USB adapters, you will need to visit http://fastaccess.drivers.bellsouth.net to install a new driver on your computer. Another option would be to switch to an Ethernet connection.
For PCMCIA cards, you will need to order a USB adapter by calling 1-888-321-2375 and selecting Technical Assistance (Option 1). After receiving the USB adapter, please visit http://fastaccess.drivers.bellsouth.net to install a new driver on your computer.
How do I know what operating system I have on my computer?
You can determine your computer's operating system by following these steps:
What operating systems are compatible with BellSouth® Premium Internet Security Suite?
The BellSouth® Premium Security Suite requires subscription to BellSouth® FastAccess® DSL and supports the following operating systems only: Microsoft® Windows® 2000 SP1, and XP. We anticipate providing support for Vista in May 2007. Computers will need processor speed of 233 MHz or higher and at least 64MB of RAM. The multiple PC security package (2-4 computers) can only be installed on computers residing in a single residential location.
Am I responsible for taxes on my Geek Squad® reward?
You are not responsible for taxes on in-home or online support services. You are responsible for any taxes on in-store services that bring the total service price above the value of the $199 Geek Squad gift card.
In addition to the in-home service, you can choose to bring your computer to a Geek Squad Precinct located in any Best Buy store; or have a Geek Squad Agent perform the service over the phone and online. Geek Squad services include:
Services Available In-Home or at a Best Buy Store Location
Standard Security & Performance: Maximize your computer's performance with more than 100 enhancements. We'll personalize your PC to your needs and remove all unnecessary clutter. Includes installation of security and privacy software to ward off viruses and spyware. Software included. All critical updates installed.
Advanced Security & Performance: Standard Security & Performance, plus we'll create a restore CD of your computer information in case the hard drive fails.
Diagnostic: Uncover any problems through a series of system checks and diagnostics, with a recommended course of action.
Advanced Diagnostic & Repair: Extensive diagnosis to discover the cause of crashes, lockups, unusual slowness or Internet problems. Includes software repair, viruses and spyware removal and physical cleaning.
Computer Optimization: Tune up your computer to shorten your computer's boot time, deleting unwanted files and unnecessary background processes.
Restore CD Creation (new computers only): Did you know most new PCs come with the restore copy of your new system on the hard drive? Take the fuss out of creating a restore disk.
One-Time Data Backup/Transfer (up to 9.4GB)
Automated Data Backup
Computer Cleaning
Single Title Software Install (software not included)
Software Suite Install (software not included)
Hardware Install (upgrade/service)
Operating System Install (operating system not included)
Services Available In-Home Only
Networking Installation: Securely share the Internet, printers, and files from in your office or home. An agent will arrive at your location and will set up or troubleshoot a two (2) device wired/wireless network.
Wireless Security Setup: Did you know that 80% of wireless networks are not secure? An agent will secure your existing wireless network.
1 Hour Training: Geek Squad offers training sessions where you'll learn what you want to learn,on a specific topic, at your own pace — right there at your own computer in the friendly confines of your home. Examples include: software, basic PC skills, digital music, and digital images. Training excludes topics containing any proprietary Geek Squad information.
2 Hour Training: One hour not enough? Double your Agent time with a Two Hour Training.
PC Setup & Customization: When purchasing a new PC, you can have it personalized to your precise computing needs.
Single PC Networking Installation
ISP Install/Service
Services Only Available at a Best Buy Store Location
Premium Security & Performance: Advanced Security & Performance, plus the installation of Parental Control Software - included with purchase.
Clean & Remove Hard Drive Erasure: Resell or donate your computer with confidence after we remove all your files and information from the hard drive.
One-Time Data Backup/Transfer (Unlimited)
Services Available Over the Phone/Online
Diagnostic
Diagnostic & Operating System Repair
Diagnostic & Software Troubleshooting
Computer Optimization
PC Safety Check
Wireless Network Security
Wireless Network Diagnostic & Repair
ISP Troubleshooting
MP3 Setup & Training
Peripheral Setup (printer, digital camera, etc.)
Geek Squad is a 24 hour Computer Support Task Force. For more details about the Geek Squad services listed above, visit http://www.geeksquad.com/servicesandpricing .
If you select an in-home service, the Geek Squad phone Agent will work with you to schedule an appointment. If you select an online support service, the Geek Squad phone Agent will then work with you via phone/remote support on your selected service. If you select an in-store service, Geek Squad will mail you a $199 Geek Squad gift card to cover the cost of any eligible in-store service that you choose (not including tax on any $199 service). Then, bring your computer to the Geek Squad Precinct located in your nearest Best Buy store and use the gift card to redeem.
How do I redeem the BellSouth® FastAccess® DSL and Geek Squad® offer?
Redeem your reward by visiting www.bellsouth.com/reward 21 days after purchase. On the Web site, you will enter your telephone number and then accept your Geek Squad reward. After accepting, you will be provided a 4-digit Geek Squad pass code, and a special 11-digit BellSouth promo code. Use these with the provided toll-free Geek Squad phone number to redeem.
What is the BellSouth® FastAccess® DSL and Geek Squad® offer?
When you purchase FastAccess DSL Ultra, Xtreme, or Xtreme 6.0 from January 2, 2007 to April 30, 2007, you will be eligible for the Geek Squad reward – a FREE Geek Squad service, including things like PC trouble-shooting and repair, wireless networking installations, and optimizations to make your computer run faster.
You can have a Geek Squad Agent come to your home, bring your computer to a Geek Squad Precinct located in any Best Buy store, or have a Geek Squad Agent perform the service over the phone and online. See www.bellsouth.com/geeksquad1 for a complete list of eligible services.
: Where does Geek Squad® do the work on my PC?
You can have a Geek Squad Agent come to your home, bring your computer to a Geek Squad Precinct located in any Best Buy store, or have a Geek Squad Agent perform the service over the phone and online. Most in-home services valued up to $249 are eligible for the BellSouth(R) FastAccess(R) DSL reward. If you select an in-home or remote service, you may select only one service.
If you select an in-home service, the Geek Squad phone Agent will work with you to schedule an appointment. Geek Squad is a 24 hour Computer Support Task Force. If you select an online support service, the Geek Squad phone Agent will then work with you via phone/remote support on your selected service. If you select an in-store service, Geek Squad will mail you a $199 Geek Squad gift card to cover the cost of any eligible in-store service that you choose (not including tax on any $199 service). Then, bring your computer to the Geek Squad Precinct located in your nearest Best Buy store and use the gift card to redeem.
To find a BestBuy store near you, see the store locator.
Why don't I see an address that matches what I typed?
Occasionally, our database is not able to match an address. Here are some tips for getting a match for your address:
• Check the ZIP code again.
• Add street designations, such as NE (for “northeast”) or SW (for “southwest”), if you know them.
• Check the spelling of the street and the city.
• Include an apartment number, if applicable.
Why is the professional installation charge required?
BellSouth provides service to your new address using a fiber optic connection, rather than copper. Due to this technology, BellSouth will need to send a technician to install your BellSouth® FastAccess® DSL service.
Why do I need to provide my BellSouth e-mail address to move my Internet service?
We need your current BellSouth e-mail address to make sure the content in your mail box is not lost.
What is in the self-installation kit for my BellSouth® FastAccess® DSL service?
The exact components of the self-installation kit depend on the type of service at your address.
If you are a new customer, the self-installation kit most likely will contain:
• A modem or home networking gateway, depending on what you ordered
• Filters for your phone lines
• An installation disk
• A welcome guide
If you are a current customer who is moving to a new address, the self-installation kit most likely will contain*:
• Filters for your phone lines
• An installation disk
• A welcome guide
*Depending on the type of service at their new addresses, movers may receive a new modem.
Who do I contact about returns and problems with the Webcams that are part of the BellSouth® FastAccess® DSL promotional offer?
If you need technical support and assistance for a defective camera, please contact Creative® directly for assistance at www.creative.com. You can also call 1.800.998.1000 for product information, or 1.800.909.6164 for customer support, 9AM – 6PM CST Monday through Friday.
Who do I contact about returns and problems with the camera, or questions about the HomeMonitor Service?
If you need technical support and assistance for a defective camera or support with the HomeMonitor Service, please call 1-888-889-5211.
What is an Ethernet connection and why do I need it with Xtreme 6.0?
In order to achieve the optimal performance from BellSouth® FastAccess® DSL Xtreme 6.0, you will need to establish your Internet connection with an Ethernet modem and cable. A USB connection is not recommended with FastAccess DSL Xtreme 6.0. If you purchase a DSL modem from BellSouth, you will receive an Ethernet modem and cable and should enjoy an optimal experience.
How fast is BellSouth® FastAccess® DSL service?
FastAccess DSL service provides connection speeds of up to 6 Mbps downstream and up to 512 Kbps upstream.
How does FastAccess® DSL compare with cable modem service?
FastAccess DSL runs over your existing telephone line and provides you with a dedicated connection between your home and our network. No other households share your connection. Users of cable modems, on the other hand, share connections with other cable modem subscribers, rather than having a dedicated connection.
Learn about other differences between FastAccess DSL and cable Internet service.
What is a backup dial account and why would I need one?
BellSouth® FastAccess DSL Service also includes access to a backup BellSouth Internet Service dial-up account. This account may be used while you are traveling or if FastAccess DSL is temporarily interrupted. The backup dial account provides for 20 hours of usage per month at no additional cost to you. (You will be responsible for any long distance or roaming charges that may be incurred for all back-up dial usage.)
If you use our backup dial account for more than 20 hours in any month, you agree to pay BellSouth $2.00 for the first hour or fraction thereof in excess of 20 hours and $1.00 per hour for each additional hour or fraction thereof in excess of 21 hours. Billing for usage over 20 hours will not exceed $19.95.
How will I be billed for FastAccess® DSL?
Your FastAccess Service charges will appear on your monthly BellSouth telephone bill. You also may choose to have these charges billed directly to a credit card. However, if you bill to your credit card, you will not receive separate itemization of your charges. You will be billed one month in advance for your service. Your first bill may contain charges for a partial month up to your monthly billing date. It also will show your installation and activation fees if applicable.
Can I use my telephone or fax machine when I am online?
Yes. DSL technology expands the capabilities of your existing telephone line. A DSL modem or router splits your single telephone line into two frequencies. FastAccess DSL Service uses one frequency to transmit data to and from your computer. This process does not interfere with the lower frequencies used during voice transmission. As a result, FastAccess DSL Service customers can use the Internet and talk on the telephone or fax at the same time.
What are the capabilities of FastAccess® DSL?
FastAccess DSL allows you to talk and surf at the same time on the same phone line. Because of increased bandwidth, Internet tasks can be accomplished more quickly and easily than with dial-up.
How can I optimize my BellSouth® FastAccess® DSL speed?
Your computer's RWIN, or Receive Window, is the main gatekeeper for receiving data sent to your computer, such as e-mail messages and downloaded pictures and files. RWIN settings determine how much data your computer can receive at one time. A sender may only send data to your computer in batches based on the size limits imposed by your RWIN settings and must wait for an acknowledgment from your computer before sending each new batch of data.
Imagine that the RWIN is a bucket that can only hold a specified amount of data before it has to be emptied. The sender can only send as much data as your computer's bucket can hold and then must wait for acknowledgment that the bucket is empty before sending more data. If the bucket is too small, the sender has to spend a lot of time waiting for this acknowledgment before it can send more data. With a bigger bucket (higher RWIN settings), your computer can receive larger chunks of data, resulting in fewer acknowledgments and allowing the sender to get data to you at a faster rate.
Increasing the size of your RWIN may help speed up your Internet connection. To adjust your RWIN settings for optimal FastAccess DSL connection speeds, use the BellSouth FastAccess DSL Connection Enhancements Tool at www.settings.bellsouth.net.
Can I use the telephone or fax when online with FastAccess DSL?
Yes. DSL technology expands the capabilities of your existing telephone line. A DSL modem splits your single telephone line into two frequencies. FastAccess DSL Service uses one frequency to transmit data to and from your computer. This process does not interfere with the lower frequencies used during voice transmission. As a result, FastAccess DSL Service customers can use the Internet and talk on the telephone or fax at the same time.
To order FastAccess DSL, please click here.
Click Here to see if Bellsouth High Speed Cable Internet Access is available in your area.
For more information about Bellsouth High Speed Cable Internet Access options use the following links:
