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DSL Backoffice

  DSL FAQs    
 

How do customers signup for service
DSL Billing Procedures
Support and Contact Info
Pricing and Packages
DSL Modems
Network and Coverage Areas
Verizon Dry Loop DSL
Questions after Sign-up

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 directly by our current carriers (AT&T, Verizon or a number in any Covad covered territory) 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 can also manually setup customers in the management interface as well.

- What is the ordering process?

  1. The order is placed off your website or throught the management interface and it sends an email to the order notification email address that you have on file with us.
  2. You must then check the box in the "orders" section of your admin interface to send the order to us.
  3. 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
  4. 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.

Verizon Naked DSL Info

On Jan 1 2008 we have launched Naked DSL service in the Verizon markets. This means that the Customers do not have to qualify using a 10 digit telephone number but instead they can qualify by address. This is only available for users who are in Verizon territory where Verizon would supply there local telephone service if they had a land line at there residense or business.

Advantages of our Verizon Naked DSL

  1. Provide Internet access to users with no land-line (14% of all Households and growing fast).
  2. If you currently sell VOIP, Increase margins by selling the bandwidth to your current VoIP users.
  3. No additional fees/charges. It costs the same as standard DSL.
  4. Compete with Cable providers

- 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 Info

Sales - Setup - General Questions

  • Jared Mullenberg - jared@broadvoice.com - 1888-460-2286 x 1
  • Erwin Tjoe - erwin@broadvoice.com - 818-812-4410

- 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, 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 above. 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 this 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 available, although if you got a big enough order we can talk. We do run promos from time to time. 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 Qwest 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?

    > Click here to view the LATA Map

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, 734, 722, 726 and 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 #11 - 34 different states - For a list of all Covad Central Offices click here: Covad Coverage Areas

Bellsouth network #5 - coming soon? We are hoping

Qwest network #6 - no longer accepting new circuits - Nationwide Qwest areas - S tates of OR, WA, ID, MT, WY, ND, SD, MN, IA, NE, UT, CO, NM, and AZ

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

For a list of the "partial" coverage areas as listed below, please click below and it will list them off by LATA, area code and prefix: click here

  • 120 - Maine - Full coverage;
  • 122 - New Hampshire - Full coverage;
  • 124 - Vermont - Full coverage;
  • 126 - West Massachusetts - Full coverage;
  • 128 - East Massachusetts - Full coverage;
  • 130 - Rhode Island - Full coverage;
  • 132 - New York Metro - Full coverage;
  • 133 - Poughkeepsie, NY - Full coverage;
  • 134 - Albany, NY - Full coverage;
  • 136 - Syracuse, NY - Full coverage;
  • 138 - Binghamton, NY - Partial;
  • 140 - Buffalo, NY - Full coverage;
  • 220 - Atlantic Costal, NJ - Full coverage;
  • 222 - Delaware Valley, NJ - Full coverage;
  • 224 - North Jersey, NJ - Full coverage;
  • 226 - Capital, PA - Partial;
  • 228 - Philadelphia, PA - Partial;
  • 230 - Altoona, PA - Partial;
  • 232 - Northeast, PA - Partial;
  • 234 - Pittsburgh, PA - Partial;
  • 236 - Washington, DC - Partial;
  • 238 - Baltimore, MD - Full coverage;
  • 240 - Hagerstown, MD - Full coverage;
  • 242 - Salisbury, MD - Full coverage;
  • 244 - Roanoke, VA - Partial;
  • 246 - Culpepper, VA - Partial;
  • 248 - Richmond, VA - Partial;
  • 250 - Lynchburg, VA - Partial;
  • 252 - Norfolk, VA - Partial;
  • 254 - Charlestown, WV - Partial;
  • 256 - Clarksburg, WV - Full coverage

Verizon West BTAS LATA's For a list of the "partial" coverage areas as listed below, please click below and it will list them off by LATA, area code and prefix: click he re

  • 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 - Full coverage;
  • 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. We are trying to expand our DSL coverage footprint in the future to add the Bellsouth, and Bell Canada areas however no eta is currently available for these areas. It is imperative that the user enter a correct 10 digit landline telephone number that is currently with AT&T, Verizon or in a Covad area 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 prettyaccurate. 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, must be a direct LEC customer.
  • The fact that nothing is 100% accurate when dealing with telco's
  • other various reasons

DSL MODEMS

NEW MODEM AS OF DEC 2009: We offer DSL modems for sale. The current model that we are selling is a Comtrend CT-5071T / CT-5072T which comes in standard bridge mode and can be configured to do PPPoE authentication. We sell them in increments of 10. They are $35.00 per modem plus shipping and include the modem, power supply, 4 micro filters, 1 phone splitter, and an Ethernet and phone cable. We offer a 90 day warranty on these units. You can find technical specifications on these units on the Comtrend website at: http://www.comtrend.com/links/2$product.htm ... You can also view the manual for these Comtrend DSL modems here: http://dialupusa.net/ComtrendManual-5071T.pdf

PREVIOUS MODEM BEFORE DEC 2009: DLINK 2320B ... You can find technical specifications on these units on the D-Link website at: http://www.dlink.com/products/?sec=2&pid=554

Covad's modems are shipped direct to the customer and cost $35.00 each. They will be branded Covad/IKANO. We are sorry that there is no custom branding. They come with a CD to walk the user through the setup process. Covad supplies a BroadXent Briteport 8012-G1 ADSL2+ modem, Click here for the manual

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

You can place an order for modems directly in the backoffice management website once your wholesale DSL account is setup with us. Here is the URL: http://orders.value.net/Tools/Administration/Utilities/ModemRequest/Default.aspx

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

You can place an order for modems directly in the backoffice management website once your wholesale DSL account is setup with us. Here is the URL: http://orders.value.net/Tools/Administration/ModemReq uest/Default.aspx

- Can a customer use their own modem?

Yes in AT&T and Verizon markets. They must be Covad supplied in Covad markets.

- Can I resell my own wireless routers?

Of course you can. This would be a great way to earn a few extra bucks =). We just do not sell them.

- - - - - - - - - - - - - - - - - - - - - - - - -

If you have any further questions, please email us to sales@dialupusa.net or cal l our sales staff at 1888-460-2286 and either Jared, Vance or Adrian will get back to you with more info. Please be pati ent (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