High Speed Internet

Frequently Asked Questions

  • What is DSL?

    DSL stands for Digital Subscriber Line. With this simple yet powerful technology, you get unlimited high-speed Internet access over your existing phone line. There's no waiting to get connected to the Web sites you're looking for. You enjoy the freedom to talk on the phone at the same time you are online.

    DSL (also known as broadband) is a service that offers connections to the Internet up to 20 times faster than a standard dial-up modem.

  • How does DSL work?

    DSL enables your normal phone line to operate as though there were two cables. You can receive phone calls while surfing the net at the same time. Your existing phone line is converted to DSL by sending two different frequencies down the line. One frequency is for voice calls the other for the computer. GTA Spyder Broadband DSL Service uses ADSL (Asymmetric Digital Subscriber Line)technology-most commonly used in residential DSL-that provides high-speed Internet access with the download speeds faster than the upload speeds. That's why you'll see your downloading speed at up to 1.2Mbps or 3.5Mbps and your uploading speed at a lower rate of up to 512Kbps. The downloading speeds are faster so you can quickly access Web pages, e-mail attachments, music files, software, online videos, and other large files. High uploading speeds are required more typically by businesses uploading files several megabytes in size.

  • What does the service include?

    All GTA High Speed Internet Services come with the following:

    • Teleguam.net domain name
    • Residential account receive 3 E-mail boxes; Business accounts receive 5 E-mail boxes
    • Includes email boxes at 10mb limits. E-mail boxes cannot be combined for increased single email storage space. Increased web/email storage options are available.
  • What Equipment do I need?

    You can source DSL modem hardware from us when you place your order or have them supplied by a third party. We can supply DSL modems (suitable for connecting one computer) and Broadband routers (suitable for connecting multiple computers). Please note that we will only supply equipment for use with GTA Internet Service.

  • What is a static IP address?

    A static IP address is a number that is assigned to your computer. When you log on to the Internet your IP address is like your home address or telephone number. It identifies who you are. Having DSL means you are always on line. It is important to run a firewall to prevent hackers from getting into your system, particularly if you have a fixed static IP address. A Static IP address also allows you to run a server.

  • What is a dynamic IP address?

    This differs to a static IP address in that it is not a permanently assigned address and can change at any time. These are not suitable if you wanted to run a server.

  • Can I have more than one static IP address?

    Only one is allowed for residential accounts and a block of eight(8) is allowed for business accounts, of which six(6) can be assigned by the user for Local Area Network purpose. If a business customer requires more than one permissible block of static IP, an IP justification form has to be submitted. This block option allows you to assign an IP address to as many PC's as you like that are connected to your LAN. Please note that all IP address allocations are subject to strict requirements set out by APNIC & ARIN.

  • How can I run a LAN with only one static IP address?

    Many people prefer to use this set up as it offers a basic protection from hackers. Your router would be assigned to the static IP and you would run the Standard NAT option on the router. This is a piece of software that assigns Internal IP addresses to each PC. These Internal addresses are not recognized in the outside world of the Internet. What the NAT software does is to assign any data received with an Internal IP address so that it arrives at the correct destination. Standard NAT only allows recognized correspondence to be delivered so any hackers will find it harder to abuse the LAN, particularly as there is no External IP addresses assigned to any one PC.

  • Can I surf the web and use the phone at the same time?

    Yes. Although the DSL and phone services physically use the same line, they function as two separate lines.

  • Can I get Broadband service without a phone line?

    Yes. GTA offers DSL service without an active dial tone, however you still have to have an existing phone line at the location for DSL to run through. The modem hooks up to a phone line just as it normally would, you just cannot make calls from that line.

  • Why would I want ADSL Data Only service?

    GTA ADSL Data Only service is perfect for homes and small businesses that need affordable, reliable Internet access. The key feature with Data Only service is that no voice line is needed for activation. This service is also ideal for people who use mobile phones as their primary voice lines.

  • Will I be able to call 911 if I have Broadband service without phone service?

    No, your line will be treated as if you did not have phone service so you will not be able to receive incoming calls or make outgoing calls.

  • What does a Firewall do?

    This is either a piece of hardware or software that prevents hackers from abusing your system. It is strongly recommended that all DSL customers have a firewall. You can download a software firewall from the Internet.

  • What does Antivirus software do?

    This is not the same as a firewall. This is a piece of software that monitors any data received to see if it recognizes any known viruses. It is important to update your virus checker regularly as there are new viruses developed all the time.

  • Is there a way to block access to adult websites?

    Yes, there are various ways to block access to adult websites. One way is to use a web filter called OpenDNS FamilyShield. This basic web filter is free, easy to set up, and works with most Operating Systems. It not only blocks access to adult websites, but it also blocks access to websites that may harm your computer.

  • Do you have any service restrictions?

    None, except of course that we require no illegal use! We block no ports, we do not restrict bandwidth or traffic, we do not practice transparent caching, nor do we specify how many machines you connect to our service. Please review our Internet Usage Policy.

  • Can I host my own web server?

    Yes.

  • What about security?

    You should consider installing a firewall to protect your systems from any potential hackers. You can either buy a software or hardware firewall. As your computer will be permanently online your system is open to abuse.

  • Some reasons why DSL may not be available to you

    Some users may not be able to access DSL services because your phone line may be of too low quality to enable DSL to run effectively. This is either due to the length of your cable from the exchange which must be 12,000ft. and for optimal connections not to exceed 18,000ft.

  • What bandwidth speeds can I order?

    5 Mbps, 15 Mbps, 25 Mbps and 50 Mbps

  • What benefits will I get from faster download speeds?

    Faster download speeds means that using the Internet will be significantly faster. You should see a significant improvement in anything that involved sending or receiving large amount of data. So while you may not see much change to low bandwidth tasks such as browsing the web or sending email, there are many things that will improve considerably such as:

    • Downloading large files
    • Sending or receiving emails with attachments
    • Video or music streaming
    • Running several computers over the same connection at the same time

    Upstream speeds will also improve, which will make sending large files or email much faster. Depending on your internet plan, you may experience faster upload speeds for uploading videos, sending large files or sending emails much faster.

  • Can I still use my Nortel 1 Meg modem if I want higher bandwidth speeds?

    Unfortunately the Nortel 1 Meg modem is not capable of providing bandwidth speeds higher than 1.2Mbps. You will need a compatible ADSL modem for higher bandwidth speeds. You can upgrade to the new ADSL service on a term commitment and receive a FREE mode.

  • How much does your Internet services cost?

    This varies depending on the package you have chosen to purchase. Please see DSL Rates page for details.

  • How do I connect my LAN to DSL for Internet connectivity?

    A Broadband router can handle this.

  • What is a PPPoE? How do I find it within my computer?

    PPPoE (Point-to-Point Protocol over Ethernet) is a specification for connecting users from your PC's Ethernet card to the internet thru DSL. PPPoE software is easily downloadable from the web and will also be provided by GTA for customers needing the software. Windows XP/2003 & Mac OS 10 & above has built in software to support PPPoE functionality. User friendly, detailed configuration guides and phone support will be available to the customer.

  • How do I know I have a LAN card?

    LAN card usually referred as a NIC (Network Interface Card) typically comes standard with all PC/MAC systems on the current market. The NIC is identified as having an RJ45 port located in the rear of the computer box. An RJ45 port looks similar to a phone connector port/jack, however appearing slightly larger. This port is used to connect a computer to a network hub/switch or to the DSL modem using a Category 5/5E patch cable.

  • When I use the GTA web e-mail, I don't see all my messages, but when I check using my e-mail program, I see all my messages. Why?

    Once e-mails are pulled from the e-mail server, they are no longer stored there. If you were not to pull the e-mail and check it online, then the messages would be there. You can also setup your program to leave the messages on your server. Please check your e-mail program instructions for more information.

  • Can I change my password?

    Yes, you may change your password at any time by logging into your myaccount portal. In order to do so, you must know your current password. If you do not know your current password there is an administrative fee for GTA to access and change your password. Call us at 644-4482

  • Do you sell or give out any of my information?

    No, we do not sell or give out any of your personal information.

  • Nothing happens once I get connected. Why?

    Once you have established a connection with GTA, you can then open up your web browser (ie Internet Explorer), e-mail program, chat program etc. Since no software is installed with the GTA setup, no programs will automatically load upon connection.

  • What is my e-mail server capacity?

    10 MegaBytes is the standard feature. Additional email storage is available for a fee.

  • What is the attachment capacity per e-mail?

    Up to your available space based on your set storage quota.

  • How long are e-mail messages stored on the server?

    We do not set time limitations except for greymail which is considered junkmail and is defaulted to the max 14 days. Personal greymail is user configurable for earlier storage removal times.

  • Why would I need a Filter?

    If you have more than one phone socket connected to the DSL enabled phone line then you will need a filter. DSL filters reduce the noise interference between phone calls and the DSL signal. Because DSL is active on every phone jack in the home/business, you may need to install a DSL filter whenever you have something plugged into a jack. This includes any phone, answering machine, or fax machine. DSL filters will reduce the interference between these devices and the DSL signal. Please remember any products or services behind your Network Interface Device (NID)/protector block (i.e. on your premises) is your responsibility. This includes, but is not limited to, telephone line extensions (whether installed by GTA or yourself), the installation, servicing and supplying of any hardware, all of which are your responsibility. Line extensions can reduce the line quality. Your line is only tested up to the first jack connected to the NID/protector block and any extensions attached to this may mean your line quality is reduced to a point where the DSL service ordered could malfunction.

  • What is DSL Linebacker?

    The DSL Linebacker is an inside wire protection and repair plan that we offer to both our Residential and Business customers. With DSL Linebacker, you do not have to pay for any labor, material, or CPE charges if you need a GTA technician to make repairs covered by the plan.

  • What benefits do I receive if I apply for the DSL Linebacker plan?

    You are provided on-site troubleshooting and repair of GTA equipment, free replacement of CPE (conditions apply), and assistance with troubleshooting and identifying problems with inside wire, jacks, cables, wires, and outlets if necessary. You receive all these benefits without having to pay any labor, material, or CPE charges if our technician makes repairs covered by the plan.

  • Do I have to pay an initial fee for the DSL Linebacker plan?

    There is no initial fee if you apply for this plan.

  • • I am using GTA Internet services at home and would like my home to go wireless! What do I need to do?

    Call us at 644-4482 or visit any of our retail store locations and let us know that you want Secured Wi-Fi set up at your home. We will verify if you have the right equipment at your home by checking your account in our system. Once this is verified, we will ask you what name do you want your wireless network to be. We will then ask you what password do you prefer to have for your wireless network.

  • Why do I need to have a password for my wireless network?

    A password is necessary so that no one can hack into your network. To make sure that your wireless network is as secure as possible, do not give out your password to just anybody.

  • How much will it cost me?

    You will need to pay a one-time charge of $15.00 in order to have Secured Wi-Fi activated.

  • How would I know if I have the right equipment?

    You would need to have either a Comtrend NL3120, which is a piece of equipment that we issue to you. If you are not sure what is the model of your modem, just give us a call at 644-4482 or visit any of our retail store locations and we can verify by looking at your account in our system.

  • I finished applying for Secured Wi-Fi. How long do I have to wait before it's set up at my home?

    Your equipment will reboot itself automatically. Once it has rebooted, please wait 15 minutes for the secured wifi settings to kick in on the equipment.

  • How do I change my Wi-Fi network's name or my Wi-Fi network's password?

    Give us a call at 644-4482 or visit any of our retail store locations and we will change these settings for you for free! Your equipment will reboot itself automatically. Once it has rebooted, please wait 15 minutes for your new Wi-Fi settings to kick in.

  • How strong is the wireless signal?

    Our equipment's wireless signal can support a range of up to 150ft (46m) indoors and 300ft (92m) outdoors. However, many factors can degrade wireless signal. Obstructions in homes such as brick/concrete walls and metal frames or siding can greatly reduce the range by 25% or more. Interference from microwave ovens and other equipment also affects range.

Dial-Up Frequently Asked Questions

  • I can't browse the Internet, what should I do?

    • Are you connected? Make sure that the connection icon appears in the system tray.
    • Reboot your computer and try logging on again.
    • For Windows users, remove your dial-up networking connection and re-create it.
    • If all else fails, contact GTA Internet Technical Support at 644-4GTA (4482).
  • Do I need to download any software to use the GTA dial-up service?

    No. There is no software needed to use our service. Everything required to set up the internet connection is already installed on your computer. For Windows based operating systems, a dial-up connection can be set up through Dial-Up Networking. For configuration instructions, please go to the WIN section under the Dial-up navigation menu.

    For Mac OS, there is also no software needed. A connection can be set up through the Internet Setup Assistant. For instructions, please go to the Mac section under the Dial-up navigation menu.

    Once the dial-up connection is set up, a connection can be established and then you can use your internet browser to surf the web or an e-mail program to check your e-mail.

  • Why can't I connect at 56K if I have a 56K Modem?

    There are many factors that can affect your connection speed. Some of them are:

    • Modem speed
    • Modem type
    • Supported speed based on the dial-up number
    • Quality of phone lines in your area
  • Is there a limit to how long I can stay connected?

    If there is activity on the connection, you will be disconnected after 6 hours.

    If an account remains idle (no activity) for 30 minutes, the connection will be closed.

    GTA provides unlimited internet access in most areas, in terms of how many hours you can use for the month, there is no limit.

    Please read our Internet Usage Policy for more information.

  • Can I change my password?

    Yes, you may change your password at any time by logging into your myaccount portal. In order to do so, you must know your current password. If you do not know your current password there is an administrative fee, click here or call us at 644-4GTA (4482) option 4.

  • Can I change my password?

    Yes, you may change your password at any time by logging into your myaccount portal. In order to do so, you must know your current password. If you do not know your current password there is an administrative fee, click here or call us at 644-4GTA (4482) option 4.

  • Can I change my username?

    Yes, however an administrative fee will be assessed. Please click here or contact our Internet Service Department for information at 644-4GTA (4482) option 4.

  • Do you sell or give out any of my information?

    No, we do not sell or give out any of your personal information.

  • Nothing happens once I get connected. Why?

    Once you have established a connection with GTA, you can then open up your web browser (ie Internet Explorer or Netscape), e-mail program, chat program etc. Since no software is installed with the GTA setup, no programs will automatically load upon connection.

  • What is my e-mail server capacity?

    10 MegaBytes by default per email address. Additional storage is available for a fee.

  • What is the attachment capacity per e-mail?

    Up to your available space based on your set storage quota.

  • How long are e-mail messages stored on the server?

    We do not set time limitations except for greymail which is considered junkmail and is defaulted to a max of 14 days but is user configurable for earlier personal greymail storage removal times.