Frequently Asked Internet Questions

Welcome to the Help Guy's webpage! Here you will find resources to fix your Nantucket.net internet connection. Please keep in mind that you may also call us at 508-228-6777 or email us at Help (at) Nantucket.net.

Why do I have so much Trouble Connecting?
Why am I always disconnected?
Troubleshooting your Internet Connection, Windows Version
Troubleshooting your Internet Connection, Macintosh Version

Why do I have so much Trouble Connecting?
If you find that your computer has to dial-up multiple times before connecting it may be due to a modem incompatibility. The potential solution for this is to change the phone number that your computer dials into.
Alternate Phone Numbers
Changing your Number for Windows
Changing your number for Mac.

Why am I always disconnected?
If you are always being disconnected "mid-surf" it could be due to modem incompatibility but is most likely phone lines. Before we assume that the phone lines are bad, try changing the number that your computer dials into.
Alternate Phone Numbers
Changing your Number for Windows
Changing your number for Mac.
If that solution doesn't work, it could be due to the island's phone lines. Any static on the line would interefere with the modem's connection and even cause it to terminate. Unfortunately there is rarely a fix for this. You can call Verizon, however, if a technician comes to your house and finds nothing wrong, you will be charged for the visit.

Troubleshooting your Internet Connection, Windows Version

1 - Username/Password Errors
If you are receiving an error message regarding your username or password, check to make sure you are entering it correctly. These must be entered all lowercase with no spaces. Your username is your primary email address. To check your username and password as it is entered in your computer refer to the section on checking your settings for Windows 95/98 or Windows 2000/ME.

2 - Busy Signals
If you are receiving an error message saying that the number is busy, make sure you do not have to dial a "9" or any other number to get an outside line. A busy signal on our dial in numbers is not possible.

3 - Changing Phone Numbers
Most error messages can be fixed by altering the phone number that you dial into. Nantucket.net has 3 dial in numbers: 508-228-4317, 508-680-3050 and 508-325-8800. To check or change the number you are dialing refer to the section on checking your settings for Windows 95/98 or Windows 2000/ME.

4 - Checking Your Settings (Windows 95/98)
If you are still receiving an error message, you will need to check your settings, here’s how:

Go to "My Computer" and "Dial Up Networking". You should have an item in this folder named "Nantucket.net" or something similar.

Right click on it and go to "Properties". The first window you now see includes the spot to change the phone number that your computer dials. Make sure that the checkbox that says "Use country code or area code in dialing properties" is NOT checked. Also ensure that the area code is entered in the phone number box along with the phone number.

Next, click the tab at the top called "Server Types". Make sure the only things checked on the window are "Enable Software Compression" and "TCP/IP".

Next, click the button at the bottom, "TCP/IP Settings". In this window we are only concerned with the center section. Make sure the button is selected on "Specify name server address". If the blanks are filled with zeros, we need to put numbers in. Here are the numbers that need to be in.

Primary DNS- 204.249.164.1 - Secondary DNS- 204.249.164.2.

Click "OK" at the bottom and "OK" again.

Now, instead of right-clicking simply double click on your Nantucket Net icon. Verify that your username and password are correct, remember, all lowercase with no spaces! Make sure your phone line is free and click "Connect".

5 - Checking Your Settings (Windows 2000/ME)

Go to "Start" then to "Settings" and to "Dial Up Networking". You should have an item in this folder named "Nantucket.net" or something similar.

Right click on it and go to "Properties". The first window you now see includes the spot to change the phone number that your computer dials. Make sure that the checkbox that says "Use country code or area code in dialing properties" is NOT checked. Also ensure that the area code is entered in the phone number box along with the phone number.

Next, click the tab at the top called "Networking". Make sure the only things checked on the window are "Enable Software Compression" and "TCP/IP". Click "OK".

Now, instead of right-clicking simply double click on your Nantucket Net icon. Verify that your username and password are correct, remember, all lowercase with no spaces! Make sure your phone line is free and click "Connect".

6 - Troubleshooting your Internet Connection, Mac Version

Macs are very easy to fix when it comes to connection problems, the hard part lies with what type of connection software you are using. There are three main connection types.
• Config PPP
• Free PPP
• PPP (Remote Access)
What is the difference? As the Mac evolved so did the internet connection software. If you are using a mac that is running OS version 7.5.3 or higher (see checking your OS version below) then you will be using PPP, othewise you could be using either of the other types. These items are found in your control panels which you can get to by going to the apple menu in the top left and down to "Control Panels".

In this section I will diagnose a computer running system 7.5.3 or higher running PPP or Remote Access. If you do not fall into this catagory please contact us.

Checking your OS version - Make sure you are not in any programs, and go to the top left corner to the apple menu (looks like an apple, next to "File") and pull down to the first item called "About this Macintosh" or sometimes "About this Computer". This will tell you what version your OS (operating system) is.

Checking your Settings- PPP Components - PPP or Remote Access has 3 components that we will need to check.
• PPP or Remote Access
• Modem
• TCP/IP
All of these items are found in the control panel of you Mac. If one of these items is missing you may have problems connecting.

Checking your Settings- PPP / Remote Access - This control panel contains 3 important items. Your username and password which are both lowercase with no spaces. You selected your password when you signed up and your username is your full primary email address. There are 3 choices for the phone number.
• 508-228-4317
• 508-680-3050
• 508-325-8800

Checking your Settings- Modem - This control panel tells the computer what type of modem you are using and where it is connected. If the modem is outside the computer, it is probably connected to the modem port. If it is inside the computer you should select "Internal Modem". If you have an external modem you need to select the brand from the list. The other options should be fine the way they are.

Checking your Settings- TCP/IP - This control panel holds the DNS numbers and the search domains. While this means little to you now, these are the numbers that get you on the internet. Make sure the top two pull down menus are set to "Connect using PPP" and "Configure using PPP Server". The box at the bottom left called "Name Server Address" hold the following two items:
• 204.249.164.1
• 204.249.164.2
Separate them with a press of the return key. In the "search domains" box, type the following:
• nantucket.net
That's it, you're done with TCP/IP.