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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 Wi-Fi card to detect the 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? Why does TengoInternet recommend USB style adapters rather than PCMCIA adapters? If I am having trouble configuring my card or my system, 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. All paid access pricing plans feature built in “roaming” which allows you to use your account at every TengoInternet location you visit. _____________________________________________________________________________________________________ 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 Wi-Fi card to detect the TengoInternet service? For Windows Vista: Open Connect to a Network by clicking the Start button Picture of the Start button, and then clicking Connect to. In the Show list, click Wireless.You'll see a list of the wireless networks currently available. Click a network, and then click Connect. For Windows XP: Open Network Connections. To open Network Connections, click Start, click Control Panel, click Network and Internet Connections, and then click Network Connections. Click the wireless network connection icon, and then, under Network Tasks, click View available wireless networks. Choose the wireless network from the list that appears, and then click Connect. For Macintosh: To connect to the internet if your computer is not configured to connect automatically: Click the Apple icon, then go to System Preferences, then select Network. Select AirPort in the list of network connection services and choose a wireless network from the Network Name pop-up menu. _____________________________________________________________________________________________________ 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 security is disabled. Check to see if you have a wireless signal by opening your WiFi adapter utility and seeing the Network Name of "tengointernet". On a PC, configure your card through the client manager or under your Network and Dial-up Connections. In your WiFi software, set the following parameters: SSID/ Network Name to "tengointernet", select WEP/ Encryption Disabled; and infrastructure mode. _____________________________________________________________________________________________________ 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 od your wireless device. Here is a link for adjusting power management settings for an outdoor wireless network. http://www.wifi-texas.com - 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 Engenius EUB-362 EXT. You can purchase this unit through us and other online vendors. For Mac users please refer to Hawking Technologies for a list of available high power USB wireless devices that are compatible with your computer. Why does TengoInternet recommend USB style adapters rather than PCMCIA adapters? PCMCIA (slide in card style adapters) are convenient and work well in home or office environments, but RVs have many kinds of structures and systems that can block your Wi-Fi signal including: fuel tanks, water tanks, refrigerators, flat screen TVs mounted on the wall, plumbing, machinery and gears for working slides. If you are using a PCMCIA adapter in your laptop or a PCI card installed in your desktop PC, you have to move the entire computer to get a better signal. USB adapters come with 5 foot cords that allow you to move the adapter around to get a better signal while you stay comfortable at the table or in your chair. A USB adapter also works with both laptops and desktop PCs offering more versatility than a PCMCIA card (which only works with a laptop) or PCI cards (which only work with desktop computers and require you to open up the PC case to install them). We recommend the Engenius EUB-362 EXT. You can purchase this unit through us and other online vendors. _____________________________________________________________________________________________________ If I am having trouble configuring my card or my system, who do I call? For card configuration issues, call the card manufacturer or if is an integrated 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. Make sure that your browser settings are correct. This includes disabling settings associated with dial up and the use of a proxy server. These settings are located in the Tools section of your browser. Vista: Select Tools > Internet Options > Connections > LAN Settings and make sure your browser is configured for DHCP or “automatically detect settings” and unselect any proxy server setting. Close the browser and reopen, and your card should detect the network and connect you automatically. Windows XP: Select Tools > Connections > LAN Connection and make sure your browser is configured for DHCP or "auto-detect settings" and unselect any proxy server or gateway setting. Close the browser and reopen, and your card should detect the network and connect you automatically. Mac: On a MAC, configure your TCP/IP panel to connect via AirPort, using DHCP server. Start AirPort and you will be automatically connected. See AOL and VPN access below. _____________________________________________________________________________________________________ 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. _____________________________________________________________________________________________________ Your email client may be set to provide a username and password for your outgoing email. You will need to turn off "Authentication" on your outgoing email while using the TengoInternet service to send email. You may also need to change your outgoing server port number to 587 or 2525. _____________________________________________________________________________________________________ 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. _____________________________________________________________________________________________________ When I logged on, the "TengoInternet Connection" window failed to pop up, and the system logged me off after 10 minutes. What’s wrong? You are using either pop-up blocker software or a browser that allows you to block pop-ups. You need to turn off your pop-up blocking settings, and then log on. The "TengoInternet Connection" window will now come up. Leave it up and continue browsing in the original browser window. _____________________________________________________________________________________________________ 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 |
