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FAQ

Technical Support / Troubleshooting / E-mail

If you have questions about your Shawnee Communications or ShawneeLink Internet service, please review our Frequently Asked Questions. It’s likely we have addressed the issue here for your convenience.

Still have questions? It’s no problem; you can contact our friendly 24/7 customer service and tech support reps for prompt, courteous attention.

How do I contact ShawneeLink technical support?
When I log into my Internet, why do I get only a blue screen stating that there is a problem with my account and that I should call the business office?
How can we change our ShawneeLink e-mail user name or password?
What affects my connection speed?
Why would I get an error saying my modem isn't responding?
Why do I get an operator recording when I try to dial-up?
What should I do when I am told to "check my user name and password" when I try to connect to dial-up access or log in to my e-mail account?
What does it mean when I get the "NO DIAL TONE" connection error?
How did I get Spyware on my computer?
What are the noticeable effects of spyware?
How do I remove spyware from my computer?
How do I check my computer for viruses?
What is “Spam”?
How did my e-mail address get on a spam list? Does ShawneeLink sell my e-mail address?
How can I reduce the amount of junk e-mail or spam that I get?


How do I contact ShawneeLink technical support?

ShawneeLink’s 24/7 technical support can be reached by calling 1-888-247-5119. Customers are encouraged to contact technical support with all problems related to their Internet access before calling our offices. Technical support staff has been trained in various computer related fields, so they are armed with a deep understanding of how computers work.

When I log into my Internet, why do I get only a blue screen stating that there is a problem with my account and that I should call the business office?

We have found that the easiest way to contact customers who have problems with their accounts is to restrict their Internet access. If your Internet access is restricted, simply call 1-800-461-3956 to resolve the problem. Once the issue has been resolved, normal Internet access will be restored.

How can we change our ShawneeLink e-mail user name or password?

Simply call 1-800-461-3956 and one of our customer service representatives will be happy to make the requested changes. In order to keep our records consistent and our customers usernames unique, we perform username and password changes at the customers request.

What affects my connection speed?

When you connect to the Internet using a DSL modem, the speeds that you experience will vary based on a variety of factors, including but not limited to the following.

  • Distance of your telephone line from our equipment
  • Condition of telephone wiring leading to and inside your home
  • Computer configuration
  • Network or Internet congestion
  • Server and router speeds of the web sites you access

Connection speed is the speed that data is transferred between your computer and the Logical Net Central Office during your initial connection to the DSL network. Throughput speed (also called download speed) refers to the rate that information is transferred from the Internet to your computer. It is the speed at which you receive data. Examples of receiving or downloading are reading a Web page, downloading a program, or receiving e-mail. Send speed (also called upload speed) refers to the rate that information is transferred from your computer to the Internet.

Why would I get an error saying my modem isn't responding?

You need to check and make sure that you’re dialing the correct number for your location. Also make sure that you’re not dialing the area code or dialing a "1" before the local dial-up number.

Why do I get an operator recording when I try to dial-up?

You need to check and make sure that you’re dialing the correct number for your location. Also make sure that you’re not dialing the area code or dialing a "1" before the local dial-up number.

What should I do when I am told to "check my user name and password" when I try to connect to dial-up access or log in to my e-mail account?

Make sure that the user name and password you’re typing is correct. Also, make sure that your user name is typed with lowercase letters and password has been typed in capital letters. Try re-typing your user name and password, but when you do, make sure that the "Caps Lock" hasn't been accidentally activated. If the problem persists, contact technical support for assistance.

What does it mean when I get the "NO DIAL TONE" connection error?

Here are a few reasons one would receive the “NO DIAL TONE” message.
  • The modem or line cord could be defective and in need of replacement.
  • The line cord may not be plugged into the wall or may not be plugged into the correct jack on the modem.
  • There may be a problem with your local telephone service.

To troubleshoot this error, take a corded telephone and plug it into the jack that your modem connects to. If you get dial tone, there is no trouble with your local telephone service and the problem exists with your modem or a line cord. If you plugged the phone into the modem’s jack and do not have a dial tone, test the other jacks in your home to determine if you are out of telephone service or just have a bad jack. If other jacks also have no dial tone, you may need to contact your local telephone service provider.

How did I get Spyware on my computer?

Some websites can exploit flaws in your web browser and install spyware while other websites bring pop-up ads that can contain spyware. Software is another method of spreading spyware: free software (often called Freeware or Shareware) often contains adware or spyware. You should always read the disclaimers before installing any software. Some commercial software may include adware or spyware although it may not be listed in the disclaimer or license agreement.

What are the noticeable effects of spyware?

Spyware may affect your computer in many different ways. The most common signs are as follows:
  • Your homepage may be changed to something that you didn’t set it to and you may have difficulty changing it back.
  • New toolbars or search engines may be installed in Internet Explorer.
  • Pop-up advertising may take over your computer.
  • You may encounter strange problems with Windows programs (overall slowness, strange errors, program problems, etc.).
  • Ports may be blocked on your Internet connection what would prohibit some Internet applications from functioning.

How do I remove spyware from my computer?

There are several programs available on the Internet that can assist with the removal of most spyware programs.
  • Ad-Aware
  • Spybot Search & Destroy
  • Stinger
  • LSP-Fix
  • CWShreddar
  • HiJack This

Disclaimer: ShawneeLink does not offer technical support related to the installation, use or removal of these programs. The programs listed are not owned or operated by ShawneeLink, and this list is meant for informational purposes only.

How do I check my computer for viruses?

There are many programs available on the Internet that can search and then assist with the removal of most viruses. Common anti-virus software programs include the following.

Disclaimer: ShawneeLink does not offer technical support related to the installation, use or removal of these programs. The programs listed are not owned or operated by ShawneeLink, and this list is meant for informational purposes only.

What is “Spam”?

Spam is the common term for the unsolicited and commercial e-mail version of junk mail. "Spam" can also be a verb, used to describe the method of flooding the Internet with many copies of the same message. The term "spam" has a negative connotation. In addition to being unsolicited and annoying, spam e-mails often include advertisements for dubious products, get-rich-quick schemes, or semi-legal services.

How did my e-mail address get on a spam list? Does ShawneeLink sell my e-mail address?

ShawneeLink respects the privacy of our customers and does not sell or distribute e-mail addresses. There are many ways that spammers harvest and collect e-mail addresses to build their lists. You should always be mindful of the web sites that you give your e-mail address to. Sometimes your e-mail address can end up on a list without exposing your address whatsoever. It's common practice for spammers to guess at potentially valid addresses by taking a common username and adding valid domains to it. For example, chances are there will be a "bob@" at just about any provider's domain.

It is not a good idea to request removal from a spammers mailing list. That would only confirm that your address is valid, and more than likely, result in you getting even more spam.

How can I reduce the amount of junk e-mail or spam that I get?

ShawneeLink utilizes RedCondor to filter all inbound e-mails. To adjust your account’s settings, login to RedCondor by using the link contained within the quarantine list email sent to you by RedCondor. Once you are logged in, click on the “Policies” tab that is located on the upper left-hand portion of the screen. Once the new page appears, you will have access to junk e-mail control settings, which you have full control over. From this screen, you will also have the ability to block specific e-mail addresses from e-mailing you in the future.

Another method to reduce the amount of spam you get is to utilize 2 e-mail accounts. One account would be only for personal use with people that you know would not sell your name to a spammer (friends, family, etc.), while the other account would be used only for the purpose of creating online identities on message boards, newsgroups, for mailing lists, etc. where your information could potentially be sold to a spammer.