Home » Broadband » FAQs

FAQs

BillingBack to top

How will I be billed for my broadband service?

All services provided by Big Bend will be issued on a single bill (included with your monthly telephone service). Big Bend Telephone bills for Internet Service one month in advance. The first month of partial service is billed on a pro-rated basis, and is included with the first bill along with the first full month of service.

Back to top

Connecting Multiple Computers

Can I share my Big Bend Broadband connection with other computers in my home or business?

Yes, you can. If you need more computers connected, you will require a router. You may choose to install your own home network or you can call an outside vendor for service.

Can I connect a wireless router to my DSL modem?

Yes, you would connect the wireless router just like you would connect a wired router . Does sharing a connection with another computer make access to the Internet slower? Not in most situations. Here is why: Computers separate data into very small pieces called packets and then send each packet over the Internet. One computer does not tie-up an Internet connection while sending or receiving data. Instead, all the computers on your network send and receive their small packets of data at the same time.

Back to top

E-Mail

What would cause my password to not be accepted when I try logging into my account?

Remember that your password is case sensitive, and you must type it exactly as it was first entered into the system. Also, make sure the e-mail account name ends with @bigbend.net as for example: John.Doe@bigbend.net. If you need password assistance, contact our Help Desk at 800-520-0092.

Can I get my e-mail when I am away from home?

Yes, as long as you have access to the Internet. You may visit www.mybigbend.net and log into your e-mail account. You will be prompted to login using your username and password.

How can I get additional e-mail accounts and/or more space for my e-mail account?

Each broadband package comes with single or multiple e-mail accounts and service levels. Additional e-mail accounts can currently be purchased for $5 each. Please contact Big Bend Telephone’s Customer Service Department at 800-592-4781 for more information on purchasing upgrades. Please note that upgrading your mail box(es) to the 100/300/500 MB service level gives you that total amount of space. This replaces the basic amount and is not in addition to the original amount of space provided.

What is SMTP Authentication?

SMTP Authentication is a transparent mechanism for our mail server to verify who you are. The server asks for your username and password, which your mail program passes on. If you are verified as being an authorized bigbend.net user, then you will be able to send your message.

Back to top

Equipment and Installation

What kind of equipment do I need?

Please see the minimum system and computer requirements on page six (pg. 6) of your Big Bend Broadband Welcome Book. Note that you must have an Ethernet adapter in your computer.

How do I install Big Bend Broadband?

You can install Big Bend Broadband by using the Big Bend Broadband Set-up CD and the easy-to-use Welcome Book and Installation Guide. If you have questions about the Set-up CD or the Welcome Book and Installation Guide, you may contact our Help Desk at 1-800-520-0092. The Broadband Internet Service Activation fee of $95 is currently being waived. If it is necessary for Big Bend to install your service for you on location, an additional installation fee will apply and Big Bend will not be responsible for damage to your equipment, hardware, software, or files.

Back to top

Internet Connection and Computer Power

Do I need to keep my computer turned on all the time?

No, you may turn your computer off whenever you like. Your internet service will remain on. This means that the next time you turn on your computer you will have Internet access instantly, without dialing up or using other methods to connect. The Internet will automatically be available to you as long as your connected to the ethernet jack.

What is the Check Connection icon on my desktop?

Check Connection is a support tool used in conjunction with Big Bend Telephone’s Help Desk, 800-520-0092, to verify your PC network configuration and communications to the Internet. Check Connection can be accessed through your Big Bend Broadband Set-up CD and can be installed upon initial set-up or accessed directly on the CD by selecting “Run Check Connection Program Now”. Big Bend Telephone’s Help Desk will assist you in step-by-step instructions to verify your system is configured correctly.

Back to top

Internet Control Mechanisms

What kind of security software is included?

Under MyAccount (log in at www.mybigbend.net) you are provided with a link to download the ZoneAlarm Security Suite which includes pop-up blocker, anti-virus, anti-spyware, and personal firewall protection software. This link also contains detailed information about services and software available to you. Security Suite software is limited to one download per e-mail account and can only be installed on one personal computer per download.

Can I control access to inappropriate websites?

Yes, using ZoneAlarm Security Suite (mentioned above), you can customize your Internet experience. All of our plans include a suite of security features that give you the ability to block certain types of websites, undesirable material, and Spam. These features can be set to work 24-hours-a-day, seven-days-a-week, and cannot be turned off by an unauthorized person. There is no additional software to buy.

Back to top

Service Availability

Where is Big Bend Broadband service available?

In order to take advantage of Big Bend Broadband’s service, your home or business must be served by a Big Bend Telephone-equipped central office or remote site. Please call to see if your location qualifies. Currently Big Bend Broadband is not available to all homes and businesses; some locations may not qualify for the service because of distance or other line restrictions. Big Bend Telephone is continually researching and testing new technologies to improve broadband availability to all of our customers.

Back to top

Speed

How fast is Big Bend Broadband?

Our service is capable of speeds up to 1.5 MB (megabits per second) downstream (to you) and 384 K (kilobits per second) upstream (from you). Your speed will vary according to the broadband package you choose. Please note that these are optimal speeds and your speed may vary according to distance from central office and line quality.

For example, here is approximately how long it would take to download a 2 MB file, such as a photo or e-mail attachment:
- Basic Plan (1Mbps): 16 seconds
- Enhanced Plan (1.5Mbps): 11 seconds

Back to top

Telephone and Fiber Broadband

Can I talk on the phone while I use my Big Bend Broadband connection?

Yes, you may use your phone line for telephone calls or faxing while online.
Do you offer a Vacation Rate for broadband services?

Yes, Big Bend Telephone offers different vacation rate plans based on your needs of service. Please contact our Customer Service Department for additional information at 1-800-592-4781.

Back to top

Traveling and Roaming

Does Big Bend Telephone offer dial-up access to the Internet when I travel away from my home or business?

No, Big Bend Telephone does not offer any dial-up access.

Can I get my e-mail when I am away from home?

Yes, as long as you have access to the Internet. You may visit www.mybigbend.net and log into your e-mail account. You will be prompted to login using your username and password.

Back to top

Virtual Private Networks

Can I connect to my office from home?

Yes, one way to do this is through a virtual private network, or VPN. A VPN is a secure, private communication tunnel between two or more devices across a public network, such as the Internet. These VPN devices can be either a computer running VPN software or a special device like a VPN-enabled router. The VPN allows your home computer to be connected to your office network or can allow two home computers in different locations to connect to each other over the Internet. You will need special hardware and/or software to create a VPN which Big Bend Telephone does not provide.

Back to top

Web Pages and Hosting

What is a personal Web page?

A Web page that you create with information of your choice that can be viewed by other computers or users connected to the Internet.

What does a personal Web page cost?

Big Bend Broadband provides 25MB of personal Web space to you with our Basic and Enhanced plans. There is no additional cost. This space is intended for personal use, and Big Bend Telephone will assign a domain name to you. You can easily upload files to your site using the software we provide, or you may use your own software.

Does Big Bend Telephone host domains for business and commercial use?

Yes, Big Bend Telephone hosts virtual domains for an additional monthly fee. You will need to register online, through a domain name registration site, and also pay for your domain name.

Will Big Bend Telephone create a Web page for me?

No, you are responsible for creating and posting your own Web page on the Internet, or you may hire and pay a third party to create your Web page.

How do I upload files to my website?

You can easily upload files to your website using the software Big Bend Broadband provides, or you may use your own software. To use the Big Bend Broadband software, log into your account at www.mybigbend.net and choose the “Manage Website” option from the left menu, or you may access and log into our host server directly at webftp.bigbend.net.

I transferred my Web page to the server, but some links are not working.

There are several reasons why this may be happening. Your files may not be in the right directory or folder. You may have misspelled or misnamed the file name in the link code or text of your Web page file. The file simply may not have uploaded, and you may need to upload it again.