FREQUENTLY ASKED QUESTIONS
Below are a few simple answers to questions that could arise while using Conway Corporation Internet Service. If your question is not on this list, or is not answered in enough detail, please feel free to contact us by phone at 501-450-6006 or by e-mail at support@conwaycorp.net
INTERNET ACCESS
E-MAIL
I am unable to get online, what could the problem be?
There are a number of things that can cause you to lose Internet connection. We will go over the more basic answers to this question. First, we can look at the modem to get an idea of the problem. We have a variety of modems on the system, the majority of which are Motorola Surfboard. The lights on the front of the modems will help indicate what the problem is. Here is an explanation of the lights on the modem:
Motorola Surfboard 3100, G900, 4100, 4101, 4200, 5100, 5120 - When working, the Power, Send, Receive, and Online lights should be on solid and the Activity light should flash sporadically. If either the Send or the Receive lights are flashing, then a connection problem exists to our server. If the lights are indicating a proper connection and the computer is still unable to get online, then a problem with the computer could exist. Try resetting the computer and the cable modem.
To reset the modem simply disconnect the power supply and leave it unplugged for 1 to 2 minutes. Once you plug the modem back in and the lights come back on, reset the computer. If that does not solve the problem please give Conway Corporation Broadband Technical Support a call for further troubleshooting.
I am unable to get online, and I am using a router, what do I do?
It is the policy of Conway Corporation not to support routers. Although we do not prohibit the use of routers, we do not provide troubleshooting help for them. If you are unable to connect to the internet while using a router, we suggest that you begin by disconnecting the power to both the modem and the router. You will need to wait at least 30 seconds, then reconnect the power to the modem, waiting for the online light to come on, then reconnect power to the router. If you are still unable to connect to the internet, the next suggestion is to bypass the router, and connect your computer directly to the cable modem. If you are then able to connect to the internet, you will need to contact your router manufacturer for assistance troubleshooting. If you are still unable to connect to the internet, please contact customer support at 450-6006.
I am able to load some web pages, but not others.
Normally, when this problem occurs it indicates that the server hosting your web page is down or that they have changed the web page. Also, depending on the error that you receive, the page could be too busy to respond to your request. Try waiting for a short time then reloading the page, it might come up at that time.
I get very slow connection speeds and slow downloads.
This problem can be caused by a number of things. One problem could be that your connection to our server is slowing down. To check your connection to Conway Corporation Broadband click here. If you get a slow connection to Conway Corporation (under 40Kbps), there might be a problem with your connection or your area could be extremely busy at that time. If you are getting good speeds at the Conway Corporation speed test, but still getting poor download speeds from elsewhere on the internet, the problem probably exists outside of our network. When you connect to a server to access a web page or download a file you pass through a number of other servers to reach your end goal. If one of those servers is down, or is having problems, it can affect your overall speed.
How do I use FTP Space?
Each Conway Corporation subscriber will have access to 25 megabytes of non-commercial web page storage. Please call Internet Support to set up your FTP folder. You will submit a username and password at that time. Using Internet Explorer, go to ftp.conwaycorp.net and enter your username and password or you can use WSFTP by downloading the newest version from the “Downloads” section.
I get an error stating that I cannot connect to my e-mail server.
First, check and see if you can access web pages. If you are able to load web pages, then there could be a configuration problem with your e-mail program. Check your e-mail configuration according to the instructions for your e-mail client software. If you are also unable to load web pages, the problem is your Internet access, not simply your e-mail.
I get a window asking for my username and password.
This generally indicates there is an error in your configuration. When you are prompted for this information make sure that your username (or account name) is lower case and not followed by @conwaycorp.net. Also, make sure that the password is typed in correctly and is in the same case that you had originally submitted it in. If you have double-checked your username and password, also make sure that the Caps Lock key is off and if you use the 10-key number pad that the Number Lock is off as well. If you have checked those items and are still having a problem, please give Conway Corporation Technical Support a call and we will check your account information on our system.
What size of attachment can I send using e-mail?
Our e-mail servers are configured to allow 10 megabytes of data through. If the file is too close or over this amount, you will not be able to send it via e-mail. We suggest transferring large files using an FTP program rather than through e-mail.
Can I opt out of the Conway Corporation Broadband spam filter?
Yes, you can opt out of our spam filter at any time by logging in to the spam management system by clicking here. If you find the system is catching messages that it shouldn’t, please contact us at support@conwaycorp.net and we will work with you to adjust the filters.
Can I setup my own white and black lists in the spam filter?
Yes. If you login to the spam system located in the customer toolbox you will be able to edit your own white and black lists.