myDurango.net FAQ
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Accounts
Can I pay ahead on my bill?
Yes, you can. Just let us know that the extra amount is for the same account.
I haven’t gotten a bill in the mail –
where is my invoice?
Your invoice is sent by e-mail every month to the e-mail
address that you gave us on your application form. If you need to change the account to one you use more frequently,
contact us at support@mydurango.net
and we will make sure you get your invoices.
DSL
I want to
do a self-installation for my new DSL account. What do I
need?
Our service includes installation at your location, but if you want to do the
installation without one of our technicians, you will need to pick up a modem
and filters from our office. Basic installation instructions can be found in the
myDurango DSL Word document. If you need more help, just give us a call and we
can schedule an installation.
What is the username and
password for my DSL connection?
The DSL connection is always on and does not require a username or password.
If you are trying to connect with a new computer, you may need to call us to be
sure your TCP/IP settings are compatible with our equipment.
I have a new
computer. How do I set it up for DSL?
Most new computers will need little or no special setup to work with your DSL
connection. You may want to give us a call so we can be sure that your
connection is configured to allow your computer to obtain an IP address.
I can't connect to the Internet.
How do I know if the DSL connection is down?
The first thing you need to check is the DSL modem. The status of your DSL
connection is usually indicated by the DSL or Ready light. It should be
green and steady. If this light is red or blinking, there may be trouble with
the DSL signal. Check to be sure the phone line is still connected and look for
unfiltered telephones. Then contact us and we can check things on our end. If the DSL light is steady and
green, there could be a problem with the connection to your computer or
router. Internal problems that would interfere with your ability to reach web
pages could be TCP/IP settings, dialup settings or
even viruses.
I am/will be
traveling . I have DSL at home - can I use it away from
home?
The DSL connection is through your telephone line and can only be used when you are connected to a line using that telephone number. If you are going
to be away from home for a time, you may want to set up a dial-up
account. Give yourself time before leaving home to be sure you have everything set up
properly. Local dial-up is free with the DSL account, but
there is a monthly charge for the Nationwide service.
How can I
change the speed of my connection?
If you would like to increase or decrease the speed of your connection, just
give us a call. We can make the adjustment right away, and the change will be
reflected on your next bill.
I will be moving to a new home/office in the Durango area. Can my
DSL move with me?
Even if your phone number moves with you, the transfer of the DSL service is not automatic. You will
need to check with us to determine if the same level of service is available at the new
location. You should notify us a couple of weeks in advance of the move, so we can get orders placed and
arrange for a technician to handle the installation in the new location.
There may be a charge to get the DSL transferred to your new address.
Viruses/Spyware/Adware
How can I
find out more about spyware/adware/viruses?
As a computer owner, you should learn to identify the
signs of virus infection and learn how to protect yourself from the most common
computer problems. Here are some links to information on viruses and spyware:
How Computer Viruses Work from HowStuffWorks.com
Unexplained computer behavior may be caused by deceptive
software from the Microsoft Knowledge Base
Email Help Center at About.com
It's best not to open any e-mail unless it is from someone you know and trust. Don't feel bad about deleting it without
reading it. Some of these programs are very sneaky, and may even send e-mail that appears to be from myDurango.net.
We will not send unsolicited e-mail asking you to open an attachment. Please let us know if you receive one of these.
E-mail
Can I add
e-mail accounts for my spouse/kids/roommate?
Yes, just send an e-mail to support@mydurango.net
with the username and password you would like to use, and we will get
it set up for you.
Do you do
spam filtering?
We do some filtering of e-mail, and our methods will change from time
to time as we adjust to the new types of spam and viruses out there. Our goal is to
weed out the worst of it while allowing legitimate mail to get through. It is not
likely that we will be able to keep all unwanted mail from reaching you, so please be careful
when opening unsolicited e-mail. You can minimize spam by only giving your e-mail address
to trusted friends and businesses.
I received an e-mail in Outlook Express and I couldn't open the attachment. Why?
If you get a message that says something like "OE removed access to the following attachments..", in most cases this is
easily resolved by changing the default security settings in Outlook.
Click here for instructions.
How do I move my email accounts in Outlook Express to a new computer?
There are some instructions for backing up and restoring (exporting and importing) your mail files, address book, and accounts at
How to back up and recover Outlook Express data. If you are using another mail client, you might be able to find instructions on the developer's website.
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