FAQ about The Service

1. What is the Advanced Internet Service?

It is a service offered by the ICE providing a permanent connection to the Internet via ADSL, with the option of high speed and a flat rate, which is installed over a telephone line which allows the user to be connected to the Internet and talk on the telephone at the same time.

2. What are the benefits that are available thorough the Advanced Internet Service?

• High speed access to the Internet.
• A permanent connection to the Internet.
• Simultaneous connection for voice and data, in other words, you can use the telephone and navigate the Internet at the same time.
• Flat rate, you do not pay by the minute for your connection but rather pay a fixed monthly rate.
• Flexibility, of choice of speed according to your needs.
• You keep your telephone number, in other words, you use your existing telephone line.
• E-mail account with a capacity of 10 megabytes.

3. What does permanent connection mean?

With Advanced Internet Service you can always be connected to the Internet, 24 hours a day, 365 days a year. The only thing you have to do is turn on the computer and double click your browser, you do not need to dial up a number and wait to connect to the internet.

4. What does flat rate mean?

It means that you pay a fixed monthly rate for Advanced Internet Service, regardless of the amount of hours per month that you are on the Internet. You can use this service 24 hours a day 365 days a year, for the same monthly fee.

* The flat rate applies only to Internet service and does not include telephone service fees.

5. What are the uses of Advanced Internet Service?

• Internet navigation
• Data transmission across the net
• Use of an E-mail account

6. How do I know if I need Advanced Internet Service?

When you have one or more of the following requirements:

• Permanent connection to the Internet.
• High speed connection to the Internet.
• Simultaneous voice and data connection.

7. How does the Advanced Internet work?

With Advanced Internet via ADSL, the transmission and reception of data is established from your computer by means of an ADSL (CPE) modem. These pass through a filter (Splitter), which allows simultaneous use of Telephone Service and the Advanced Internet Service, in other words, you can talk on the telephone and navigate the Internet at the same time.

Advanced Internet via ADSL utilizes encoding techniques that transform your conventional telephone line into a digital broadband line.

ADSL technology establishes three independent channels over the conventional telephone line: two high speed channels (one for data reception and one for data transmission) and a third channel for normal voice communication. The two data channels are asymmetric, or in other words they do not have the same data transmission level as the reception channel has a greater speed than the transmission channel.

This asymmetry, which is a characteristic of ADSL, achieves greater speed in the Web-user sense, which adapts perfectly to services for access to information (i.e. Internet).

8. Is it possible to guarantee the speed of the Acelera Service?

The speed of the Acelera Service can be insured only in some segments of the net. For example, the line speed can be insured but the transference speed not. In general terms the speed will depend on:

-The different applications and contents that the users accede, it entails a variable demand of resources of the Internet that not always are available at the moment.

-The Internet service is based on the principle of the best effort, where the packages of information are stored and sent without guarantee that they can be received in the specific time and the net resources are shared unfairly among all the users.

9. What is the Line Speed of the Acelera Service?

The Line Speed is the fixed and constant speed that you hired with the ICE, measures in Kilobits by second (Kbps) for the reception and sending of data, for example 128/64 Kbps, 256/128 Kbps, etc.

This speed can be insured in normal operation conditions of the net.

10. How is measured the Line Speed?

The Line Speed is measured with specific equipments that are inserted in the connection; likewise most of the terminal equipments of the clients (CPE) show this line speed in the configuration parameters.

11. What is the transference speed (fulfillment)?

The transference speed is the fulfillment obtained or received from the clients in each session (for example, navigation or transference of files). This fulfillment is closely linked with the applications that are in the servers.

For example, if a client unloads a music file from a server located in the U.S. , the speed which is unloaded this file will depend on the capacity of the server and the congestion that shows the net which is used to reach this server.

12. How is measured the transference speed?

A convenient way to measure the transference speed is making in simultaneous form the unloading of multiple files in several sites up to obtain the maximum wide of available band and to add the transference rate of each of these unloads.

13. What are the factors that influence the transference speed?

Among the factors that influence the transference speed are: the speed of the hired line, the protocols for the control and transmission of the information, the capacity of the servers that attend the consultations, the processing that is carrying out the computer, the quantity of clients making consultations in a given moment, the instantaneous traffic in each moment in the Internet net, the different schedule zones, the physical location and the connection of the servers of the global coverage of the Internet, the possible problems of the configuration, the hackers, the virus, the quantity of the sessions established by the client, among others.

14. What is the difference between the line speed and the transference speed?

The fundamental difference between the speeds is that the transference speed is totally variable, while the line speed is constant and it not correspond to any transaction or session, but it is the measuring of the wide band of the connection.

15. What is the benefit to hire a higher speed line with the ICE, if the transference speed can not be insured?

If the capacity of the hired line by the client is greater the probability to obtain a greater transference speed is higher. On the other hand a high line speed permits to execute some unloading operations of information at the same time with a good performance.

Furthermore, a greater line speed permits that some computers can connect to the net simultaneously and each user perceives a good transference speed. To illustrate this situation we will see an analogy: Let's suppose that you use a sport car with a powerful engine that develops speeds up to 250 Km per hour. If you decide to travel from Cartago to Alajuela and the traffic is so congested you will advance slowly, nevertheless when the traffic becomes clear you can obtain the maximum speed (without transit rules) and this will permit you to arrive before to Alajuela, in spite of you felt that this powerful engine did not help you to much. In the same way to have a high line speed in your Acelera Service will permit you, in general terms, to unload information more rapidly, navigate agilely in the net and to save your precious time.

16. Is the Advanced Internet Service supported in ADSL, faster and safer than that of a commutated connection?

Yes, in that the ADSL connection is dedicated and exclusive for that client, which guarantees, speed, a high level of security and the availability of the ADSL line.

17. Is the Advanced Internet Service, master and saber than a Cable MODEM connection?

Yes, in that the connection through ADSL is dedicated and exclusive for the client, which guarantees, a high level of security and availability of the ADSL line. In the case of the Cable MODEM, various clients have to share bandwidth for data transmission, which does not guarantee security, availability, or speed.

18. How many E-mail accounts can I obtain when I sign up for the Advanced Internet Service?

Only one E-mail account will be assigned with a 10 Megabyte storage capacity.

19. Can I install this service anywhere in the country?

Yes, coverage extends the full length of the country, although it will be subject to an ICE technical feasibility test.

20. What is the feasibility test?

The feasibility test consists on determining the following:

•  Availability of ADSL ports in the telephone central where the client is localized.

•  Existence of a copper pair front the central to the property of the client.

•  Appropriate distance to support the transmission speed hired from the telephone central to the property of the client.

•  Availability of terminal equipments CPE or the possibility that the client can acquire them.

•  Quality of the installed copper telephone pair.

21. What is the necessary distance for the Acelera Service functioning?

The maximum distance for the Acelera Service functioning * is 4 Km. from the telephone central to the building of the client.

* This service is subject to a technical feasibility test that the ICE must do.

22. Can Advanced Internet Service be used in an Internet cafe?

Yes, although it will be necessary for the client to acquire additional equipment.

23. Is the purchase of additional equipment necessary in order to install the Advanced Internet Service in an Internet cafe?

Yes, the client must purchase additional equipment and software in order to install Advanced Internet in an Internet cafe. This is at the client’s expense and responsibility.

24. What equipment is necessary to install Advanced Internet over ADSL?

Modems designed for ADSL technology are required, commonly named CPE and a frequency separator commonly named Splitter. Both devices are supplied by the ICE.

25. What is CPE?

CPE is a MODEM utilized with ADSL technology for data transmission and reception. It handles modulation and transmission of digital signals. The CPE is installed next to the client’s computer.

26. What is a Splitter?

A Splitter is a device that separates frequencies, which allows the division of the conventional telephone line into two channels, one for voice (telephone or fax) and another for data (Internet), without having the use of one affect the use of the other.

27. Where can I acquire the CPE and the Splitter?

The ICE will bring the CPE and the Splitter. In case that the ICE doesn't have equipment, the client could acquire them.

List of the equipment standardized by the ICE.

28. What happens if the ICE doesn't have the CPE and the Splitter?

The client could acquire his proper equipment.

List of the equipment standardized by the ICE.

29. What happens in the event the CPE is damaged or does not function properly?

You have to report this to the ICE, who has agreed to provide maintenance and repair the equipment. The equipment is the property of the ICE, and therefore you should not attempt to repair the equipment directly or through third parties.
* Maintenance of equipment owned by the client is the client’s responsibility.

30. What happens if the CPE is damaged and needs to be replaced?

In cases where the CPE supplied by the ICE, has to be substituted, a technician will fill out a substitution form, in which the characteristics of the equipment to be replaced will be specified, as well as those of the new CPE (serial, make). The client has to sign this document in order to update the data in the client’s files.

31. Can I transfer the service to another telephone line?

Yes. The transfer has to be requested from the ICE.

32 Can I connect various computers using one CPE?

Yes, for this you need to create a local area network (LAN) and acquire additional equipment.

33. What happens to the speed if I connect various computers to a single CPE?

If various computers are connected to a single CPE, the speed that you sign up for, will be distributed among the computers you set up on your local network.

34. What are the speeds offered by the ICE?

The available speeds are:

• 64 / 32 kbps
• 128 / 64 kbps
• 256 / 128 kbps
• 512 / 128 kbps
• 1024 / 256 kbps
• 2048 / 256 kbps
• 4096/512 kbps
  

35. How many terminals can be installed for each speed range?

The amount of computers that can be installed by speed while maintaining a good quality of service is as follows.

• Service with a speed of 64/32 kbps: one computer maximum is allowed.
• Services with speeds ranking from 128/64 kbps to 4096/512 kbps: a maximum of five computers is allowed.

36. Does Advanced Internet over ADSL share speed?

No, it is an exclusive line for the customer.

37. In what unit is speed measured?

The speed of data transmission is expressed in binary units of data, expressed in bits transmitted per second.

38. Is it possible to request speed changes?

Yes, you can request increases* or decreases in speed according to your needs.

*The increase in speed is subject to the speed your line will support.

39. I am a RACSA client and I want to connect to the Internet using the Advanced Internet Service, do I keep my passwords, E-mail account, etc.?

No. The connection that ICE offers through ADSL is a service that is totally independent of the service offered by RACSA.

40. Which are the means to do a monthly payment of the bill for Acelera?

The means to cancel monthly the service are:

•  Telecommunication Service Agencies.

•  Authorized external collectors (more than 700 places).

•  Par Service (Automatic payment of bills).

•  Payment by Internet.

41. Does the fee vary according to the number of installed computers?

No, the fee is the same, regardless of the number of computers connected, although, consideration has to be given to the fact that if a customer connects two or more machines, total speed will be shared by that number of computers.

42. How much time should I wait from the hiring of the Acelera Service until the installation?

When you have hired the service, it will be installed in approximately 10 days*.

The time can vary depending on the technical conditions or in case of the unexpected external events of the ICE responsibility

43. What type of clients will benefit the most with this new Internet connection alternative?

The Advanced Internet Service is designed for both commercial and residential customers.

44. What happens to customers that need the Advanced Internet Service but can not get it?

For the customers that are not in compliance with the feasibility study, another feasibility test will be performed to determine if they can utilize the commutated Internet service, through a basic RDSI.

45. Is the ICE which will bring the Public IP?

Yes, every Acelera Service will count with a static Public IP.

46. What is the benefit to the client of having a public address?

Having a public address the client can obtain greater services and applications using the Acelera Service. For example: tele surveillance, publication of the web pages in your equipments, etc.

47. What is a Public IP?

The Public IP permits to identify a machine or an Internet net, it can be Public or Private and at the same time Dynamic or Static.

48. What is a Static Public IP?

A static Public IP is a numeric code that belongs to a group of addresses of the global Internet space, that are unrepeatable and can be seen from every part of the world but they identify permanently a machine or an Internet net and they are assigned in a definitive way to a client while he maintains the service with the ICE.

49. If I have now an Acelera Service with Private IP, can I have to make some procedure to request the Public IP?

It is not necessary to make any procedure, due the clients who have an Acelera Service now will change from the private address to a public according to the planning change that the ICE has established.

50. Can I request the change of the address before the planning of the ICE?

Yes. You can call free to the 115 or in every Telecommunication Service Agency.

51. Which are my responsibilities when the ICE installs me the Public IP?

•  It is advisable to protect your computer equipment through of specialized software for the detection and elimination of virus and hackers that cause problems in your machine or in your net.

•  You should not use the IP address so it can affect the services given by the ICE or to other clients.

52. Which are the responsibilities of the ICE before the assignment of the Public IP?

•  To bring the Public IP to every client that subscribes an Acelera Service.

•  To set again the IP address of the current clients with the finality they have public address.

•  To assign to the client a block or subnet with 4 Public IP address (/252): one address is for the Net Identification, the second one is for the Broadcast, the third one is for the CPE and the last one that will be used by the PC of the client.

•  The ICE has the right to verify the use of the assigned address, because of it the employees can do visits or inspections to the building of the client, if it is necessary.

53. If I have a Public IP can I request another?

No, the ICE will assign you only one Public IP where you will have the freedom to apply techniques (as the NAT) that permit you to obtain more IP addresses.

54. How can I obtain more IP addresses?

From the Public IP that the ICE assigns you; you will have the freedom to apply techniques (as the NAT) that permit you to obtain more IP addresses.

55. What is the requirement to apply the NAT technique?

To apply the NAT technique (Network Access Translation) is required that the ICE set this function in your terminal equipment (CPE), or you can set a computer with this function.

56. Does the ICE charge an additional payment for the assigned Public IP?

No, the ICE doesn't charge an additional payment for the assigned Public IP.

57. If I presently have RDSI can I sign up for the ADSL Advanced Internet Service?

No, at the present time an ADSL can not be installed over RDSI, it can only be implemented over basic telephone lines.

58. Can I install ADSL on a line that has an alarm system?

Yes. ADSL can be installed on a line that has an alarm, provided that the alarm is installed after the splitter on a telephone line terminal as shown in the following illustration.

Configuration of ADSL with an alarm system

59. For which applications can I use Advanced Internet?

Some of the applications that can be used are as follows:

• Telemedicine
• Tele education
• Videoconferencing
• Tele surveillance

*The equipment required for any of these applications must be acquired by the customer.