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Guest Support FAQs
| A Quick Answer |
FAQsGeneral Where can I find TengoInternet™ service? How can I purchase the service? How is one day of service calculated? What hardware or software do I need to access the service? How do I configure my computer to use TengoInternet service? Connection/Signal The wireless card indicates no network is available, what do I do? What connection speed can I expect to achieve with TengoInternet service? I use Windows XP, and it shows my signal strength varying. What does this mean? My connection seems very slow. What’s wrong? How can I increase my signal strength? If I am having trouble configuring my wireless device, who do I call? When I launch my browser I don’t receive a welcome or log-in screen. How do I protect my computer from adware, spyware, and other malware threats? I’m seeing interference with my connection that seems to come and go. What could cause this? Usage Can I use one account between two people? Can I access my web-based email account through my TengoInternet account? Can I access my company network using VPN? Can I use my AOL browser with the TengoInternet service? Can I use VOIP phone services such as Vonage over my Internet connection? Can I use my iPhone or iPod Touch on the WiFi Network? _____________________________________________________________________________________________________ If you already have an account with TengoInternet and wish to buy additional time, once your subscription has expired you will be redirected to our registration web page where you will be able to purchase additional service by signing in under Returning Customer with your User Name and Password. To complete your purchase, select the desired plan from the list available, click the Terms and Conditions checkbox to agree, and click submit to purchase a new plan. _____________________________________________________________________________________________________ Where can I find TengoInternet™ service? See our TengoZone Locations page for a complete list of current locations. _____________________________________________________________________________________________________ How can I purchase the service? Service is purchased at one of our TengoInternet locations. Once you have connected to the TengoInternet wireless network and opened Internet Explorer, Mozilla Firefox, or Safari; you will be redirected to our registration page. Select the link regarding New Customers and fill out the necessary information to subscribe for the amount of time you wish to purchase. Some RV resorts also offer pre-paid cards for sale at their register. At these resorts the resort staff will provide you with the coupon code necessary to access the WiFi network. _____________________________________________________________________________________________________ Prices vary by location and some locations offer free access so please contact the location’s office to get specific details. Use your TengoInternet account at every TengoInternet location you visit to purchase access for the time you are there. _____________________________________________________________________________________________________ How is one day of service calculated? One day of service is a 24-hour continuous time period beginning at the first point of activation. _____________________________________________________________________________________________________ What hardware or software do I need to access the service? _____________________________________________________________________________________________________ How do I configure my computer to use TengoInternet service? Steps to connect to the internet: Windows XP: Right-click on the wireless connection icon in your system tray, next to the clock, and left-click on “View Available Wireless Networks”. 4. Select the TengoInternet Network and Click “Connect” Note: If the welcome page does not appear, erase everything in the address bar and type: start.tengointernet.com 6. Follow On-screen instructions to register and access the internet. _____________________________________________________________________________________________________ The wireless card indicates no network is available, what do I do? Laptops with built in wireless have an external button or switch that turns on the antenna. If this is turned off, you will not be able to connect to the network. If you are using a laptop computer please ensure that your laptop’s wireless is active. If your wireless is active but still indicates that no service is available, make sure that your wireless is configured correctly and WEP or WPA security is disabled. _____________________________________________________________________________________________________ What connection speed can I expect to achieve with TengoInternet service? _____________________________________________________________________________________________________ I use Windows XP, and it shows my signal strength varying. What does this mean? _____________________________________________________________________________________________________ My connection seems very slow. What’s wrong? Spyware, Windows Updates, and IM clients can all run in the background and absorb bandwidth, making it seem that your connection has been suddenly slowed to a crawl. You can use programs such as Ad-Aware and/or Spybot Search & Destroy to test and make sure you do not have spyware on your PC that is using your connection, and keep your anti-virus current to make sure you do not have any Trojans, worms, or viruses on your PC that are slowing it as well. Ensure your wireless adapter card is located near a window that is facing the wireless access point. Be sure to remove an aluminum sunscreen from the window where the wireless card is located. _____________________________________________________________________________________________________ How can I increase my signal strength? - Place your wireless adapter or PC (if you have an internal wireless adapter) close to a window (preferably one facing the hearest WiFi antenna). - Open curtains or blinds (aspecially aluminum blinds). - Remove any metallic window coverings (such as windshield sun blockers) as metallic items will reflect the signal away from you. - Contact your wireless device manufacturer or computer manufacturer for instructions on maximizing the transmit power output of your wireless adapter and disabling the default power save option that are intended to extend laptop battery life and limit the effective range of your wireless device. - Also, interface from microwaves, cordless telephones, trees and personal wireless routers can prevent you from getting a clear signal as well, so try to limit these factors if at all possible. - If you are using your laptop’s built-in WiFi adapter and relocation of the computer does not resolve your connection challenge, consider purchasing an external adapter. External adapters such as those made by Engenius are more suited for an outdoor WiFi environment. - External WiFi adapters have 3-5 times the power of internal adapters and allow you to move the adapter or place it in a window to maximize signal transmission without having to move your computer. Built-in internal wireless adapters are designed by computer manufacturers for use in interior environments like conference rooms at the office, inside your home, or at a coffee shop. We recommend the HField WiFire USB wireless adapter. You can purchase the Wifire at amazon.com and other online retailers. __________________________________________________________________________________________________________________________________________________________________________________________________ If I am having trouble configuring my wireless device, who do I call? For configuration issues, call the device manufacturer or if is an integrated WiFi card, call the manufacturer of the computer. Here are some helpful numbers: Apple: 1-800-275-2273 _____________________________________________________________________________________________________ When I launch my browser I don’t receive a welcome or log-in screen. If the welcome page does not appear, erase everything in the address bar and type: http://start.tengointernet.com. _____________________________________________________________________________________________________ Be sure that you have connected to TengoInternet from your browser before trying to connect with an email client such as Outlook Express or Outlook. _____________________________________________________________________________________________________ In order to use your existing pop email account to send email, you may need to disable password authentication on your outgoing mail server settings in your email program. We do not provide an smtp server for you to use in place of the smtp server of your email provider. _____________________________________________________________________________________________________ I installed the AOL browser and I can no longer use the TengoInternet Service. AOL disables certain features within the Internet Explorer Browser when users select "Make AOL my default browser" during the install. If you have already installed AOL 8.0, please download a non-Microsoft browser such as Mozilla Firefox and use this browser to connect to TengoInternet.
_____________________________________________________________________________________________________ I selected a link in an email and my "TengoInternet Connection" window jumped to the link. How do I keep from getting logged off? Windows Vista and Windows Explorer: Change your browser settings by going to the navigation bar in your browser, selecting Tools > Internet Options > Advanced > Then uncheck Reuse Windows for Launching shortcuts. Select Apply then OK. Then close and reopen Internet Explorer. _____________________________________________________________________________________________________ How do I protect my computer from adware, spyware, and other malware threats? It is very important that you frequently check for updates, and run an anti-virus program such as AVG or Norton, and malware removal utility such as Ad-Aware, Webroot Spysweeper, or SpyBot Search and Destroy frequently to ensure your internet connection does not get choked by spyware and malware trying to use your internet connection. Like any public internet connection, including dialup, DSL, and cable, wireless networks are not inherently secure. Although we support customer-initiated security solutions such as virtual private networks, encryption and personal firewalls, TengoInternet cannot guarantee or otherwise be responsible for their effectiveness. It is the customer’s responsibility to adopt those security measures best suited to their individual requirements. Your login information, account, and credit card information exchanged with TengoInternet are all protected by SSL encryption. It is important to make sure that any confidential personal or financial information you exchange with a web site is protected by encryption. You can tell if you are connected to a secure site by looking in the lower right-hand corner of your browser. If you see a small closed lock, you are connected to a secure page. _____________________________________________________________________________________________________ I’m seeing interference with my connection that seems to come and go. What could cause this? There are several things in your RV that can cause signal conflicts with your Wi-Fi adapter. If you use a cordless phone in the 2.4GHz band it can disrupt your network connection, as they both operate in the 2.4gigaHertz band. Also, microwave ovens are "noisy" in the radio spectrum and can leak radio waves that can disrupt your connection. _____________________________________________________________________________________________________ Can I use one account between two people? Yes you can, but not at the same time. Only one person per account can be logged on at a time. If two people try to log on using the same account, one person will be kicked off of the service. _____________________________________________________________________________________________________ Can I access my web-based email account through my TengoInternet account? You can access any web-based email account such as Yahoo.com or Hotmail.com. If you use POP/SMTP mail, you should be able to access your email just as if you were connected to any standard internet connection. We automatically manage outgoing SMTP email routing, so no changes should be required in your mail client. _____________________________________________________________________________________________________ Can I access my company network using VPN? Yes. TengoInternet supports most VPN clients. Login to TengoInternet using a correctly configured IE or Netscape browser, and then launch your VPN client. _____________________________________________________________________________________________________ Can I use my AOL browser with the TengoInternet service? Yes. Use your Internet Explorer, Netscape, Mozilla or other open browser to connect to the TengoInternet service, and then launch your AOL browser. _____________________________________________________________________________________________________ Can I use VOIP phone services such as Vonage over my Internet connection? Today’s Wi-Fi equipment does not provide for prioritization of VOIP traffic, so TengoInternet does not current support VOIP services. You may try the service, but your results will likely be unsatisfactory. Some locations prohibit the use of VOIP over their wireless networks. Please inquire at the office. _____________________________________________________________________________________________________ If you don’t own a personal printer, the most convenient solution available today is to connect to www.fedex.com/us/officeprint/main/index.html and find a local Kinko’s shop. These stores have the ability to accept print requests over the internet and print them for later pick-up. They are open 24 hours a day and there are hundreds of locations around the country. _____________________________________________________________________________________________________ Can I use my iPhone or iPod Touch on the WiFi Network? Yes. However connecting to TengoInternet's WiFi network with an iPod Touch or an iPhone can be a challenge because of the way the built-in Safari browser on the device handles the "I Agree" page layout. The best way for these devices to successfully connect to the TengoInternet is to follow these steps: - Open Settings > Safari - Turn Javascript off - Open Safari again to be directed to the "I Agree" page - Accept the terms and conditions by clicking the "I Agree" button - Re-open Settings > Safari and turn Javascript back on |
