Telekom Always-On Internet FAQ

A: We are currently doing ADSL installations in Honiara within 2 weeks. However, this assumes that you already have a telehone line installed to your house. If your installation seems to have slipped through the net, please enquire with our Sales or Internet Helpdesk.

Q2: I have a problem. Who do I call?

A: For all internet problems please call the Internet Helpdesk on 24000 or email helpdesk@telekom.com.sb

For all other problems with your Telekom services please ring Faults on 104 or email sales@telekom.com.sb

Q3: Why are you refusing to configure my new PC/my network/my sister's laptop?

A: We provide the Broadband service. If we provided your ADSL/broadband modem, we also support that.

Everything to do with set-up and maintenance of your equipment (firewall, network, PCS, servers, wireless network etc.) is your responsibility.

At time of installation we will usually attach the service to at least one computer on your premises so we can demonstrate that the service is working. We do not maintain that computer in any way afterwards.

We try to be lenient with our customers but if we are repeatedly called to fix problems caused by their network, charges will be applied to our service.

Q4: Where can the service be installed?

A: Broadband access capabilities are provided for the main Honiara, KGVI and Henderson Exchange areas, also for Gizo and Ringgi townships and surrounding areas, and Auki and surrounding areas.

Telekom will have to perform tests at each customer installation address before we can determine whether or not the service can be installed.

No commitment will be made to provide a service before any necessary testing has been carried out.

In general, most residential homes and businesses within 4km of a main exchange in Honiara or 4km of the Gizo, Ringgi or Auki Towers (64km with line of sight to the tower) can take advantage of the service. The closer the installation address is to the exchange/tower, the better the chance that installation will be possible.

NOTE:This type of always-on Internet connection is not presently available outside of Honiara, Gizo, Ringgi or Auki (and their surrounding areas), but customers in the provincial centres may still express an interest in the service by contacting the Internet Helpdesk. If enough customers are interested a location may be considered for inclusion in the service.

Q5: Will I need a separate telephone line?

A: No. The ADSL service will run over any existing Direct Exchange Line (that is, a telephone line which does NOT go through any other equipment like a telephone exchange or PBX).

The telephone and Internet can be used simultaneously without interfering with each other. A Splitter/filter box is attached to your telephone line to help achieve this.

The Gizo, Ringgi and Auki broadband service uses special wireless equipment, it doesn't even need a telephone line.

Q6: What kinds of computer can I use with the service?

A: You can use any computer or device which has has a network port or can be fitted with one.

Specifically we need a 10/100/1000BaseT network card and an operating system which supports the TCP/IP protocol. This includes Windows PCs, Macintosh computers, standalone Internet appliances (such as internet-enabled TVs and games consoles), and computers running Linux or other UNIX operating systems.

Some computers can attach to the ADSL modem using their USB port and thus may not require a network card.

Telekom's IS Helpdesk can advise whether or not your computer or other device can connect to the service.

Q7: What are the benefits?

A: You get a faster, always-on Internet service with no requirement to dial up. You also only need one telephone line for both voice and data.

In Gizo, Ringgi and Auki, the wireless broadband connection has a greater range than the GSM mobile service. Although it's obviously not a substitute for a mobile phone it does mean that customers who have difficulty using other means of communication may be able to use wireless broadband.

Q8: What speed can I have?

A: Customers will have a speed greater than dial-up for their connection, with the added convenience of it being always on.

Larger (usually corporate) users may negotiate higher speeds with Telekom.

Q9: Why does my page load at the same speed as dialup?

A: This question requires a complex explanation.

The speed of your connection relates to its ability to carry traffic. That is, a higher speed connection works like a bigger "pipe" providing a greater flow data. This does not, however, reduce the length of time it takes for transmissions between computers to happen. To use a plumbing analogy, the time it takes communication to travel from one computer to another time is dependent on the length of the "pipe" rather than the diameter. In the Solomon Islands the length of the "pipe" is fixed by physical constraints such as dependence on satellite connections and the speed of light. It will not be improved in the near future.

Many web pages are designed to be as small as possible; for those pages the amount of data flow is so small that the page loading time is determined by the amount of "chat" between your computer and the web server rather than the amount of data which flows. In this case the amount of "chat" remains the same whether you are on broadband or dialup and is the limiting factor regarding page load speed. To use the plumbing analogy again, by installing broadband we have increased the diameter of your "pipe" but it is still the same length. If the flow of traffic you require could fit OK in the smaller diameter pipe, putting a bigger one in will not improve matters.

In computer terms the "pipe" diameter is called bandwidth. The length of the "pipe" is called latency. If you have a network link with low bandwidth then it's an easy matter to increase the size to make a link of higher bandwidth, but if you are stuck with a network link with bad latency then no amount of money can turn it into a link with good latency.

Further information

Q10: What parts of the service is Telekom responsible for?

A: Telekom is responsible for initial setup, and the service up to and including the broadband modem. Devices and networks attached to the modem's LAN port or USB port are not covered by Telekom's support.

Q11: What are the risks?

A: Always-on Internet carries a number of inherent risks. Because the modem and any devices/networks are permanently connected to the Internet, they are vulnerable to many attacks.

With the ADSL service, Telekom supply an ADSL router which provides a very basic protection from Internet-borne threats. However, Telekom strongly recommends that customers install a security device (firewall) between their computer and/or internal network and the Internet.

Examples of products which can be used for protection of a Local Area Network include (but are not limited to):

Windows Server running Internet Connection Sharing (ICS)

Internet Connection Firewall (ICF)

Routing and Remote Access (RRAS)

Internet Security and Acceleration (ISA)

Cisco firewall appliances

Watchguard firewall appliances

Unix/Linux-based server running as a firewall

Unix/Linux based firewall appliances e.g. Monowall, Smoothwall

Examples of products which can be used for protection of individual PCs include (but are not limited to):

Windows XP Firewall

ZoneAlarm

Norton/Symantec Internet Firewall

Telekom also recommends that all devices capable of connecting to the internet have the following installed:

Up-to-date antivirus software

Up-to-date anti-spyware softare

The latest Updates (Mac, Windows, Linux, Unix)

Q12: What restrictions are there?

A: You will be provided with an allowance per month for international traffic for both uploads and downloads.

If your data traffic exceeds those limits, you will get charged for the excess data transfer. The details of this will be in your agreement with Telekom.

You can monitor your traffic on http://platy.telekom.com.sb.

Contrary to popular belief, ADSL users are encouraged to use the service for such things as hosting their own servers.

The restrictions on what you can or cannot do with your connection are listed in our Acceptable Use Policy.

Other restrictions are listed in our General Terms and Conditions.

Please note that the minimum subscription period for broadband services is 12 months in Honiara and 24 months in Gizo, Ringgi and Auki.

Q13: Will I get a fixed IP address?

A: Yes. Each ADSL connection will be provided with a fixed IP address at this stage. This may be subject to change in the future. If you change plans then your IP address will almost certainly change. Helpdesk can advise you what your current IP address is.

Q14: Can I use my own ADSL modem?

(e.g. with built-In wireless or firewall capability).

A: ADSL Modems not supplied by Telekom may not be supported. It is recommended that you attach devices such as wireless LAN access points and firewalls to the Ethernet interfaces of the Telekom supplied ADSL modem.

If it is necessary to use a device with an ADSL interface built in then please consult with Telekom's Internet Helpdesk before purchasing such equipment to avoid disappointment. You should also check the devices page

For the Gizo, Ringgi or Auki wireless broadband setup, specialised equipment is required. This equipment is only available through Telekom, although you may be able to purchase used equipment from a previous Gizo or Ringgi broadband customer.

Q15: What will happen to my telephone bill for voice calls?

A: Normal billing is maintained for voice, fax and dial-up calls.

Q16: Can I keep my existing telephone number?

A: Yes.

Q17: Will the always-on Internet service work when the power is off?

A: No. You will need to provide a UPS or other power source for the ADSL modem if you wish to maintain your Internet connection when the power is off.

Q18: I want technical details...

A: Our ADSL service uses PPPoE LLC. All parameters (IP, gateway, DNS) are assigned from PPPoE.
At this stage the IP address is fixed and permanent, linked to your ADSL username and password. The only time it has have to change is if you decided to change your ADSL plan to a different grade.

The address which will be assigned has a /32 mask i.e. 255.255.255.255

The gateway for the network (may need to become default route if certain routers are used) is 10.88.88.88. If that is not what you were expecting, please consult documentation regarding the operation of PPPoE when used with your equipment and ADSL.

DNS (if required for configuration) should be:
Pri: 202.139.42.4
Sec: 202.139.42.10

Q19: I need more IP addresses...

A:Our standard ADSL service provides only one external "live" IP address.
We can now route blocks of IP addresses to ADSL services at extra cost, please contact helpdesk@telekom.com.sb on 24000 for details.
If more hosts are required with standard ADSL, you have the options to i) establish a VPN and route whatever addresses you like on the link, or ii) use NAPT to translate ports from your external IP address to different computers on an inside network.

Q20: Can I still dial-up to the Internet over my telephone line?

A: Yes. Dial-up connections will work as normal.

Q21: How can I more accurately monitor my traffic usage?

A: The statistics shown on the usage website, http://platy.telekom.com.sb, are only updated from time to time and can be delayed by up to (but no more than) 18 hours. The simplicity of the usage website reflects that. If you need to monitor bandwidth more closely, please use a third-party monitoring utility.

DUMeter is a supported, try-and-buy utility which monitors bandwidth.
BWMeter is a supported, try-and-buy utility which is able to differentiate between Internet and LAN traffic.
NetMeter is an unsupported, freeware version of the same thing.

Q22: It's broken? When will you fix it?

A: We will attempt to help you to fix your connection over the telephone, which usually gives us a better idea what is wrong with your service. If a visit to your site is required, our staff aim to come on the next business day.

Same-day service is not promised or usually available due to scheduling of staff workloads. Service over the weekends is not available.

If you require Internet access whilst you wait for service, please use a dial-up account.

IMPORTANT NOTE: Solomon Telekom will impose a service charge fee of SBD$500 if our technicians are required to attend to faults caused by the customer's deliberate tampering with Telekom provided equipment.

Q23: What's the difference between a Hotspot and Wireless Broadband?

A: Hotspots are designed for casual access from laptops. Wireless broadband is a fixed installation at your premises (available in Gizo, Ringgi, Auki and surrounding areas only). Wireless broadband can be compared to ADSL without the wires.

WiFi Hotspot

Mobile clients
Prepaid only
Short range communication direct to built-in Wi-Fi on laptops etc. Also known as 802.11b or 802.11g
Max. range 100m outside, 50m inside
Low power
Uses the 2.4GHz frequency
Equipment is generally cheap and built down to a price. Regular failures
Effectively zero penetration of wet things (trees etc.) and solid walls
Main barrier to better reception is the way the technology is implemented combined with low transmit power and poor antenna design in laptops
Zero cost "Customer Premises Equipment" as it's built into the PC
No guarantees on throughput, high latency, high rates of packet loss
Available in Honiara:
- Airports - in the International Terminal Building and soon at the Domestic
- Hotels - Honiara Hotel, Iron Bottom Sound Hotel, King Solomon Hotel, Pacific Casino Hotel, Solomon Kitano Mendana Hotel (including the business centre)
- Other Sites - FFA, Lime Lounge, Panatina Plaza, Point Cruz Yacht Club, Raintree Cafe, Sea King Restaurant, Sheraton Restaurant, Taj Mahal Restaurant, Telekom Ranadi
Available in Gizo at the Telekom Office, Gizo Hotel, and PT109. Available in Auki at the Telekom Office and Auki Motel. Also available at the Telekom offices in Noro and Munda

Wireless Broadband (Gizo, Ringgi, Auki and surrounding areas only)

Fixed installation, usually outdoor with antenna
Prepaid and Postpaid options
Long or short range communication to a dedicated receiving unit at your premises
Max range 64km line-of-sight, 3-6km through obstructions (depends on the obstructions
Medium power
Uses a range of frequencies between 700MHz and 5.8Ghz
Equipment is relatively expensive but built very well and is reliable
Good penetration of objects
Always requires special equipment at the customer end
Guaranteed uptime and throughput, low latency, low rates of packet loss

Mobile WiMax

Combines the Hotspot and Wireless Broadband
Up to 14km range line-of-sight, up to 3km through obstructions
Also known as 802.16e
Standard to be agreed upon in 2007, products available and built into laptops 2008.

Q24: Why are you only offering wireless Internet services in Provincial areas?

A: It is not cost-effective to install equipment which relies on a cable infrastructure. This is due to low population density, the high cost of maintaining cables and the island nature of our country.

Q25: Whom do I talk to if I have further questions?

A: The IS Helpdesk on 24000 or helpdesk@telekom.com.sb will refer your question to the appropriate member of staff.