= If you’re using Windows 95/98/2000 and RAS PPPoE for connection, then verify that PPPoE Protocol is installed by checking Network Properties (see Fig. 5).

[Fig. 5]

= If you’re using Windows XP’s PPPoE connector, then try creating a new connection.

If you’re unable to connect even after the steps above, then immediately contact Customer Service for further help

2. Error 691: Invalid Username or Password

[Fig. 6]

= Most probably, you have entered either incorrect password or username in the connection dialog box. Username/Password is issued all in the lower case and without any space between the characters. While password can be later changed by users, username always stays the same.

Look for the possibility that there might be space before/after or in/between words and characters and the case (capital/lower) might be incorrect.

= Did you recently change your Network Card? If yes, did you inform Customer Service about this and had the MAC address of your new hardware recorded?

Are you dialing from a new computer or the one other than your regular computer?

Please note that your Cable Connection works only if the request originates from the MAC Address that is pre-recorded in our database. Changing computer or hardware causes to send connection request with MAC address that our server does not recognize, thus resulting connection failure. Immediately contact Customer Service for assistance.

= Is your back-up Dial-up account currently connected? Please note that only one account, either Cable or back-up Dial-up can connect at the same time.

= If none of the above is the case with you, then most probably there is some Accounting issue that is restricting your access. Please contact Customer Service to verify this.

1. “Cable Unplugged” error

[Fig. 7]

= Do you see the light on your Network Card blinking (see Fig. 8)? If not, the cable is not firmly connected to the Network Card. Often, the cable’s lock (RJ-45 lock) is broken resulting loose connection.

[Fig. 8]

= Please verify if the Cable is intact all over its length in your premises. Sometimes the Cable is found broken or cut due to various reasons resulting this error

= If the problem continues, please contact Customer Service.