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Fast Answers
Frequently Asked Questions About Genext Internet
Click on the link below to find the information you are looking for.
What are the minimum requirements / specifications for service?
I Can't Get Online....
I Can't Stay Online, or I'm Getting Disconnected....
How Do I....
SECTION 1: I Can't Get On
Q: I get the error 'No Dial tone'.
A: Check to see if your phone line is properly connected to 'Line' or the picture of a telephone jack.
A: Are you actually getting a dial tone? Unplug the wire going to the back of the computer, and plug a phone into it.
A: Do you have call waiting? If so, check your messages. Windows will not recognize the stuttered dial tone of a message.
Q: I can't get on the Internet, it never dials/tries to dial.
A: Open your Control Panel (Start/Settings/Control Panel or Start/Control Panel), select Internet Options (may be under Network and Internet Connections), go to the "Connections" tab, and select "Always Dial my Default Connection"
Q: My computer tells me my password is invalid or I get an "error 691".
A: Is your password wrong? Try re-entering it, as well as your username. Often times, spaces or other, hard-to-see characters will end up in a username or password that you can't see. Also, unless otherwise instructed, you should not be entering your whole email address (username@genext.net). Also, ALL Genext usernames and passwords are lowercase. If you are typing any capital letters, that will prevent you from connecting.
A: Windows XP only - Windows XP has a bug that will sometimes try to save a password as encrypted when it is not supposed to be. You can try over and over until it lets you in, or reenter the password, therefore resetting it to plain text.
Q: I get an error that says something about the port or modem is not available or in use.
A: Restart the computer. Often times, the modem can be initialized but not connected. This can be solved by just restarting the computer, thus resetting the modem. You may need to actually power the computer down, and then start it after a few minutes. If the problem continues, you may need to reinstall the modem drivers, or replace the modem. If you are not comfortable with that process, please call our Tech Support Team and ask for a referral to a good computer shop.
SECTION 2: I Can't Stay On (or: I Keep Getting Kicked)
Q: I seem to get disconnected when my email is open, or I have to reconnect when I send mail.
A: This frequently happens with Outlook Express. With Outlook Express open, go to 'Tools' and 'Options'. From there, go to the 'Connection' tab, and find the two checkboxes at the top. The first, "Ask before switching dialup connections", should be checked. The second, "Hang up after sending and receiving" should not. After changing these settings, you should be okay.
Q: I get disconnected after x minutes, regularly
A: Internet Explorer and Windows Dial-Up Networking are set up to disconnect you after a certain amount of inactivity. To override this, go to the Internet Options in the Control Panel, go to the "Connections" tab, highlight "Genext", and click on "Settings", then "Advanced". In here, you should see an option that says "Disconnect if idle for XX minutes". Change XX to a reasonable value, or uncheck the box.
Q: I get disconnected at random intervals
A: Do you have Call Waiting? Most modems will disconnect if they get a call waiting beep. To correct this, go to Internet Options in the Control Panel, go to the "Connections" tab, highlight "Genext", and click on "Settings", then "Properties". This should bring up your dial in phone number. Add "*70," (without the quotes) before the phone #.
A: Check the integrity of your phone line. Do you hear a hiss or popping on the line when you pick up the phone? If so, try changing the cord going to the wall, or plug into a different outlet.
Q: I gave my friend my username and password, now I get kicked suddenly
A: This is by design. Only one computer can be connected with a particular username at a time. You are welcome to use our service on more than one computer (of your own), with extra email addresses, however you can only be on ONE computer at a time, connected to our service.
SECTION 3: How do I. . .?
Q: How do I check my mail?
A: If you set up your computer for Internet Access over the phone with us, using a sign-up CD, or with a setup guide, your email should already be set up. If so, look for a program called Outlook Express. If you would like to set up a different program for your email, please feel free to call our technical support, or go to our website and download a setup guide for your supported applications. For applications that we do not support, we will provide you with the server information you will need, simply refer to the program documentation for instructions on how to set it up.
Q: I just got a new computer, how do I set it up for your service?
A: If you have the old computer still running, you can download the setup utility from our website, under the 'Sign Up' section. If not, you can stop by our office and pick up a disc, or call our technical support number and request a walkthrough.
Q: How do I change my password?
A: This is something you cannot do without contacting our technical support team. In the future, we hope to provide a website in which you could logon to change passwords, credit card information, and even add or remove additional email addresses; however, at the time of this writing, these services must be done manually, either over the phone or by visiting our offices.
Q: I just changed my phone number or address, how do I set my computer up?
A: You need to call in to let our billing department know of the change, but your computer does not need any settings changed unless you have changed your local calling area (changed cities). If that is the case, please contact our technical support department to obtain a new dialing number and to verify there is no price difference.
Q: I get lots of spam, how do I prevent that?
A: Genext provides, free of charge, a spam filter on our mail server. To set the service up, go to http://messagerules.genext.net and follow the instructions. This will set up a separate folder to send spam to. If you get a spam message that does not go to that folder after you've set it up and verified that it is working correctly with our technical support, forward these unmarked messages (missing the '[S]') to spam@genext.net. If you receive messages that are marked as spam that should not be, please forward them to notspam@genext.net.
Q: I'm leaving for a week, how do I check my email from the hotel (Or my friend's) computer?
A: Using Genext Webmail is easy. Go to http://mail.genext.net:20000, or go to http://www.genext.net and click on 'Webmail' at the top of the page. Enter your username and password, and you will be able to read and reply to any messages still on the server, as well as compose new ones.
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