Broadband FAQs
Who do I contact if I have a question about my Broadband order?
Pre-installation order questions can be directed to our Customer Support Team at 1-757-208-0082. They are available Monday-Friday, from 8am ET to 6pm ET to service your non-technical support needs.
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Who do I contact if I have a technical problem after the installation?
Our Technical Support Team can be reached at 1-757-208-0082.
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How long does it typically take to establish a iZone broadband connection?
It typically takes between 15 and 30 business days to establish service.
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Do I need to be present during the installation of the data line from the Local Telephone Company?
Yes, if you are not available the Local Telephone Company may not be able to complete delivery of the data line. If they are not able to complete the delivery of the data line — we will have to reschedule the installation.
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Where does the Local Telephone Company install the new data line?
The new data line will be installed at the Network Interface Device (NID) or Minimal Point of Entry (MPOE), which is typically located in a designated area of your building. All of your buildings telephone lines will run into this location.
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Will my phone service be interrupted when the Local Telephone Company installs the new data line?
No. We are ordering a completely separate line to your location. Your phone service will not be interrupted.
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Is there a chance that I will not be able to get the service that I ordered?
There is a small chance that service will not be able to be established. If the Local Telephone Company does not have enough facilities to support the new line. You would be informed of this problem as soon as iZone Networks is notified.
If the Local Telephone Company's data line is greater than 18,000 feet in length or is served through fiber optic cable than it is likely iZone Networks will need to offer you a service other than SDSL. You would be informed of this problem as soon as we are notified and alternative products will be discussed.
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Will iZone Networks field technician configure my Local Area Network during the equipment installation?
Often, our customers have a
local support person or contractor who can easily handle these LAN
activities and knows your local network.
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Will iZone Networks install wiring should there be none available to connect the new data line to the location where the CPE is to be installed?
In the unlikely event that our technician is unable to find an available pair of wires to connect the new data line to the location where we are installing the CPE, new wiring will be required. Our technicians will install up to 50' of wiring provided the total time to install will not exceed 15 minutes. If the total time to install is estimated to exceed 15 minutes, if the total length of wiring exceeds 50' or other extraordinary situations exist, we will consider this extensive. In an extensive wiring situation we will either recommend that you find a vendor to do the work or we will provide you with a quote for us to complete the work. You will be informed immediately of this situation.
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When will I be provided with the IPs that I need to configure in my Local Area Network?
iZone Networks will provide you with the IPs once we have received the Local Telephone Company's installation date. You will receive this information via e-mail or fax.
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