Frequently Asked Questions
You have reached Atnex FAQ page for existing customers.
If you have questions about establishing new serivce, please see www.atlanticnexus.com/faq.htm
Can I cancel my phone service?
Cannot Connect
Login Setup
Wireless Security
E-Mail Setup
Change Atnex Email Password
Add an Atnex Email Account
My downloads are only registering 180 KB, why is that?
Newsgroup servers
Dial-up Account
Software
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Can I cancel my phone serivce and continue to get Atnex DSL?
At this time, an active phone line with AT&T is required for Atlantic Nexus to provide our service. If for some reason your telephone line is disconnected, your DSL serivce will go down and you may be subject to disconnect or reconnect fees.
My Internet is down. What do I do?
(note: If your internet is down you will not be able to reach these instructions so you may want to print them for future reference.)
Over 90% of connectivity issues are resolved by following these steps.
1. Power off your modem and router (if applicable).
Wait 60 seconds for the connection to reset (this is a good time to grab a snack).
2. Verify filters have been installed on all phones and that there is NOT a filter on the dsl modem.
3. Verify you are using the phone cable that came with your install kit.
The cable should be a 4 wire (2 pair) rj-11 cable run from the wall jack to your modem.
4. Power the modem back up.
5. Power the router back up (if applicable).
6. Reconnect and try to surf.
If you have a router and you still cannot connect:
For Linksys router troubleshooting instructions - click here
If you are still unable to connect or if lights on your modem are flashing orange instead of green, please contact us for further assistance.
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How do I log in?
You can log in using PPPoe (Point-to-Point protocol over Ethernet) or PPPoA (Point-to-point protocol over ATM).
Windows XP comes with this software built in and virtually all new DSL routers have the software built in. Be sure your username is in the format "username@atnex.net" which is similar to your email address.
For Windows XP login instructions - click here
For Linksys router login instructions - click here
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How do I Set up Wireless Encryption?
For Linksys router WPA instructions - click here
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How do I access my Atnex E-mail?
There are two ways to access your email, via webmail or email client.
Webmail access - to access your email via webmail, go to our customer homepage at www.atnex.net and click on the webmail link. Enter your username and password.
NOTE: Do NOT use @atnex.net as part of your username when you log in to email.
Email client - to access your email via email client such as Outlook or Outlook Express please click on the following link for more instructions: Email Setup Guide
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How do I change my Atnex email password?
1. Log into webmail and go to the “Shortcuts” option on the top left of the webmail window. Once the bar on the left changes to show the shortcuts, select options, scroll down to the bottom and select “change password”.
2. The Internet Service Manager window should come up and give you the option to change the password.
3. Delete what is in the Account field and just enter your username as you normally would with webmail.
5. Once you press “OK” you will be prompted to click a link that will forward you to log back into their webmail with the new password.
If you have issues or questions, please contact us for further assistance.
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How do I set up a new Atnex email Account?
To set up a new email address, please Click Here to fill out the brief online form.
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My downloads are only registering 180 KB. Why is that?
The confusion can come in between DSL terms – Your line is 1.5mb or 1500kb (kb – Bits vs. KB - Bytes)
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Do you provide newsgroup servers?
Atlantic Nexus does not currently provide Newsgroup servers.
There are many popular, free newsgroups available on the internet and others on a fee basis. Please use any popular search engine and search on newsgroups.
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Do I get a dial-up account with my service?
We do not currently offer a free dial up account with our DSL service. In an attempt to keep costs down we only provide dial-up service for an addditional monthly fee. If you are going on vacation or are away from home on an occasional basis, we can provide you with temporary dial-up access. Please contact us and provide the time frame you will need the dial-up access and the area code you will be calling from and we will be happy to provide a temporary account.
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Do I have to load software on my computer?
No additional software is needed to use our DSL service. All connections are hardware based with the exception of users with Windows XP and a modem. The necessary software for this type of connection is already built into the Windows XP operating system. All other operating systems require a router which will have the PPP software built in.
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What number do I call to talk to a live person?
Please contact us at 770-222-4455 or 866-462-8639
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