Supra Telecom: Home - Local Telephone - Long Distance

1. Where can I find the access phone numbers for all the cities?
You can find them by clicking on the following link and dialing your area code:
Access Numbers

2. What should I do if I do not get dial tone?
You should check that the telephone line is attached to the modem on a slot that has the legend LINE on it. If your line is a commutated one, make sure that the switch is functioning properly and that the connection configuration shows the switch number before the login number, which should be separated by commas.

3. How can I know which is my modem’s speed?
You may consult the modem properties, located on the modem icon on the control panel of your computer.

4. Explain which are the reasons for the Account and Password error?

It can be for each one of the following reasons:

* You may be entering incorrect information to login. On the Username field, you need to enter the part of your e-mail address that comes before the @ and on the Password field you need to enter the account’s password, which should be in lower case and without any spaces between characters.

* Your account could be on an inactive status (due to pending payment).

* Someone could be connected at the time using the same account.

5. Why am I unable to connect using my modem’s maximum speed?
This is due to the interference produced in the phone lines caused by dampness, old copper wiring, etc. In this case you can contact us through a switch. Other reason could be that we do not have the most updated drivers for your modem.

6. What should I do if I get the error 678 “There is no answer”?
Check the connection configuration and if necessary, create a new connection. You can check if the speed in which the modem is configured is 57600 or less and that the option “connect with this speed only” is not activated on the modem properties.

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About the E-mail Accounts

1. When I try to review my e-mail it asks for the user name and password repeatedly. Why?
This can happen because your login information may be misspelled, so you may try to erase it and enter it again. It could also be due to the fact that you may have left your e-mail session signed in on the website http://mail.stis.net or someone could be accessing the account at the same time.

2. Why does the connection fail after I have sent or received e-mails?
This can happen when the software is configured as “disconnect when send/receive”, so when it finishes sending and receiving e-mails, it gets disconnected. You may check for this option on the Tools menu, by choosing the option Connection.

3. What can I do if I do not wish to receive e-mail from certain addresses?
You can enter at http://mail.stis.net to the Personalize menu and click on the options; enter at Message Filters, click new and type the addresses that you wish to block and click on the button Add. You can also follow this procedure through the e-mail software, activating the filters to only certain accounts.

4. Where are the received e-mails saved?
They’re saved on the server while there is space in the mailbox. Once the server is requested to download your e-mails, they are saved on your hard disk, either on an archive (type .pst) or if desired in sorted folders (type .idx or .mbx), where the first one applies for Microsoft Outlook and the second one for Outlook Express.

5. Can I have more than one account configured to the same mail program?
Yes, this can be done by overlooking directly from Accounts or Services; depending on your e-mail software, you may follow the same steps.

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About the Browser

1. How can I change the homepage of my internet browser?
By pressing the right click of the mouse over the icon of internet Explorer, and selecting the option General, typing the website address that you want on the field that says address, then click ok.

2. Why am I unable to access any websites even if I am properly connected?
If you have an account with any filters you may double check if they are obstructing the connection configuration.

3. How can I save websites and addresses that I frequently use?
You just need to click on the Favorites menu on the internet browser and press the button Add to Favorites, and then choose the folder in which you will save them.

4. Is there any database that saves the addresses visited in my browser?
Yes. This database is located on the History button, which contains a detailed report of all the visited websites sorted by day and hour.

5. Can I answer a phone call without getting disconnected from the Internet?
At this moment we have available the Internet Call Waiting service, however, there are several programs available on the market, which comply with these features and are 100% compatible with Wave Connect.

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About Repair

1. What should I do if I don’t have dial tone?
· Look for problems like cracks in the phone, frayed cords or phone lights that don't work. If faulty equipment is found, please unplug or replace the damaged equipment in order to see if the problem clears.

· If you have a cordless phone, the battery may be low. Make sure that the battery is fully charged.

· Hang up all phones and make sure that the handsets are on the receivers.
· If you have a computer with a modem, make sure that the modem is not dialed into a number.

· Make sure all phone accessories such as answering or fax machines, computers, modems, security system and telephone sets are still working. Unplug the phone cord from the unit or the jack. Leave everything unplugged for 15 minutes. Then try plugging in phone sets one at a time directly into the wall jack in order to see if the trouble still exists.

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2. What should I do if I can’t make outgoing calls?
· If you have another phone, plug it into the wall jack. If the phone works, the problem is with the first phone or cord. If it does not work, try a different phone jack. If the second phone doesn't work, the problem is then either with the inside or outside wiring.
· If you are trying to call a long distance number, go to the troubleshooting page for Can't Call Long Distance.

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3. What should I do if my long distance service is not working?

If you are able to make local calls, but you can not make "1+" or long distance calls, please check the following:

· Your long distance call may be restricted by Supra Telecom if your payments are not current.

· You or someone authorized in your account may have placed a "Long Distance Block" restriction on your telephone line.

· Verify your long distance carrier by dialing 1-700-555-4141 from your home phone. You should hear one of the following messages.

o "Thank you for choosing Global Crossing.
o "Thank you for choosing (name of another long distance carrier)."

· The message such as "thank you for choosing (name of another long distance carrier)" indicates that the respective company is your long distance carrier. As a result, you will need to contact the referenced carrier for assistance.

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4. What should I do if I can’t receive incoming calls?

· First, verify that the ringer on your phone is turned on.

· Look for problems like cracks in the phone, frayed cords or phone lights that don't work. If faulty equipment is found, please unplug or replace the damaged equipment in order to see if the problem clears.

· Are you experiencing this problem with all of your phone sets?
If No - Then we recommend that you replace the phone that is not working properly.
If Yes - Do you have a dial tone? If No, - please refer to the No Dial Tone troubleshooting section. If Yes, - please proceed with the Troubleshooting steps listed below.

· If you have a cordless phone, the battery may be low. Make sure that the battery is fully charged.

· Hang up all phones and make sure that the handsets are on the receivers.

· If you have a computer with a modem, make sure that the modem is not dialed into a number.

· Make sure all phone accessories such as answering or fax machines, computers, modems, security system and telephone sets are still working. Unplug the phone cord from the unit or the jack. Leave everything unplugged for 15 minutes. Then try plugging in phone sets one at a time, directly into the wall jack in order to see if the trouble still exists.

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5. What should I do if I’m having transmission problems?

· Look for problems like cracks in the phone, frayed cords or phone lights that don't work. If faulty equipment is found, please unplug or replace the damaged equipment in order to see if the problem clears.

· Are you experiencing this problem with all of your phone sets?

If No – Then, we recommend that you replace the phone that is not working properly.

If Yes - Please proceed with the Troubleshooting steps listed below.

· Corded Phone
  * Unplug the phone form the wall jack.
  * Plug a working phone into the jack.
  * Hang up all phones and make sure that the handsets are on the receivers.
  * Check to see if you still hear the static, noise, etc.

· Cordless Phone
  * Unplug the phone from the wall jack and also unplug the AC adapter from the electrical    outlet.
   *Check to see if you still hear the static.
   If the problem goes away, we recommend that you either repair or replace the    defective phone.
  * Hang up all phones and make sure that the handsets are on the receivers.
  * If you have a computer with a modem, make sure that the modem is not dialed into a     number.
  *Make sure all phone accessories such as answering or fax machines, computers,   modems, security system and telephone sets are still working. Unplug the phone cord   from the unit or the jack. Leave everything unplugged for 15 minutes. Then try plugging   in phone sets one at a time directly into the wall jack in order to see if the trouble still   exists.

6. What should I do to set my calling features?
Please check that you are using the correct instructions to activate/deactivate your calling features. To download the Calling Feature Guide, please click here.

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Before Contacting our Technical Support Department make sure to:

1. Restart your computer. Many computer problems can be solved after doing this.
2. Always call us in front of your computer and with the machine turned on.
3. Verify which Windows version is installed in your computer.
4. Try to write down the error number or message that the computer shows when you experience connection problems. By doing this, the technician can know exactly what is the procedure to follow.
5. Try to call from a cell phone or an alternate phone line (if you have one available), in order to be connected to the Internet while talking to the technician.
6. Check if the phone jack is working. You can try connecting a phone set to the same jack in which the modem is connected to make sure that your machine is receiving dial tone.
7. We remind you that certain error numbers such as 678, 680, and 681 could be related to your computer’s modem or improper cable connection to the machine. It is important to double check these options before contacting us. Check the cables: Is the modem working? Please make sure that it is properly connected to the phone jack.
8. Try to listen to any unusual sounds, to make sure that the modem is dialing the correct access number.
9. We remind you that the Windows 95 version is very outdated; therefore, it is recommended to use the following versions: Windows 98/2000/XP/Me.
10. The technical support agents are currently authorized to only set the configuration of the Outlook Express. They are not authorized to provide support for this program. For this reason, we have provided our customers with access to http://mail.stis.net, from where you can enter your e-mail.

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Inside Wire Maintenance FAQs:

1. For NEW INSTALLATIONS, how long will it take for the Inside Wire Maintenance plan to be active?
It will take 30 calendar days after the New Installation Order has been completed and the customer billing cycle begins for the Inside Wire Maintenance plan to be active.

2. Does Inside Wire Maintenance plan cover troubles found AFTER the order is completed on New Installations, Transfer of Services and/or Additional Lines installations?
The Inside Wire Maintenance plan will not cover repairs found AFTER the order is completed, as this indicates there was an existing problem at the location. Supra Telecom only guarantees Dial Tone up to the demarc (outside network interface box) and the plan becomes active 30 days after the order is complete and the billing cycle starts.

3. If I have more than 1 line at the same location how many Inside Wire Maintenance plans should I subscribe to?
Customer should subscribe to an Inside Wire Maintenance plan for every existing line at the location/dwelling. One Inside Wire Maintenance plan only covers one particular line within a location/dwelling.

4. Can I subscribe to the Inside Wire Maintenance plan if I have recently reported a problem with my telephone service that has yet to be addressed?
No. A customer can only subscribe to the Inside Wire Maintenance plan if there is no pre-existing condition/damage to the telephone line.

5. Will the Inside Wire Maintenance plan cover damages caused by natural disasters such as hurricanes?
No, the Inside Wire Maintenance plan does not cover any damages caused by acts of nature, willful damage, existing service problems at the time you subscribed to the plan, repair or maintenance when there is presence of asbestos or any other environmentally hazardous substance.

6. Will the Inside Wire Maintenance plan cover the replacement or repair of my equipment?
No, the Inside Wire Maintenance plan does not cover any repair or replacement of the customer’s equipment. It will only cover from the demarc (outside network interface box) to the existing jacks at the premises.

7. Will the Inside Wire Maintenance cover the repair and / or replacement of my jacks and wiring?
Yes, the Inside Wire Maintenance will cover the repair or replacement of your jacks and /or wires ONLY if the jacks and/wires are defective; this will only be determined by a Supra Telecom field technician.

8. Will the Inside Wire Maintenance cover missed appointment charges?
If you are unable to meet at the specified appointment time, you must notify Supra 24 hours prior to the appointment time in order to cancel or change the appointment. Failure to do so may result in a $50 fee that will be applied on your next bill.

9. What is the difference between Repairs and Installations?
IWM will only cover Repairs, NOT Installations (as defined below)
a. Repair: Correct any problems with existing jacks or wires on the customer’s location.
b. Installation: The set up of new wires and/or jacks on the customer’s location.

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