iPass - Global Roaming Help Guide
Access Points | How to Roam | iPass Pricing | iPass Help | iPass FAQs
Please find below answers to some frequently asked questions. If you require technical
support while roaming, please call: 1-800-268-3715 or 1-613-216-8500
or e-mail:
support@igs.net
Question
The number I selected won't connect.
Answer
Should you encounter problems connecting to an access number, try an alternative
number within the region you are traveling. If you are unable to connect to numerous
access numbers, it may indicate a compatibility problem with your modem, or computer in
the region in which you are traveling. Consult your technical support group or modem
manufacturer for further assistance. If you can connect successfully to an alternative
access number, it may indicate the access number or site is temporarily unavailable.
Question
I can't hear a modem sound on the other end of the line.
Answer
Check if your phone system digital. If you suspect the phone system is digital you
will need to have a special adapter to connect. The only alternative is to request access
to a fax line (fax lines must be analogue to function). Check for pulse or tone dialing.
If the phone system is analogue you are safe to connect your modem . Before attempting to
dial you should check if the phone system uses pulse dialing or tone dialing. You can
easily check this by picking up the phone and dialing one digit. Listen for clicks
(pulses) or tones. This will tell you whether to select pulse or tone dial in your
software. Ensure that the line is fully connected between the jack and modem. If you are
not getting any audible modem/line noise or you cannot hear your modem
"handshaking", use your handset to call the modem number to ensure that it is a
modem line. If the access number has been incorrectly published, please advise your
Internet service provider.
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Question
I don't seem to be making any connection.
Answer
Make sure that you are dialing the required prefixes and local dial code for the
region. (Many hotels require that you dial a number to get an outside line.)
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Question
I keep getting a message telling me that I am using an incorrect password.
Answer
This is a generic message in your dialer software that can indicate:
- Incorrect password (you must use the same password that you use at your home Internet
service provider to connect remotely). Don't forget to add @DOMAIN after your user name.
- An incorrect username has been entered.
- Incorrect domain name (you must use your full email address when logging on to your
account remotely). For example, John@ISP.com.
- Consult with your Internet service provider to ensure your account is active and that
you are using the correct user ID and password.
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Question
I get a busy signal when dialing into an access number while I'm roaming.
Answer
Occasionally there are times when an access point will be busy. We recommend that you
setup alternative access number scripts to use during peak business hours. If this is not
an option, wait a few minutes and try connecting again.
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Question
My World Wide Web (WWW) access is really slow.
Answer
If your access to the World Wide Web is slow, it may be due to one of the following:
- Slow Network Response
A noisy telephone line often causes slow transmission speed; this is often the case in
hotels. This can cause modems to work at a slower baud rate than their top speed because
the modem has to correct for data errors. Most iPass access numbers support connections of
28,800bps but can be hindered by the telecommunications network in the specific country.
- Proxy Servers
Proxy Servers are used by many ISPs that speed up WWW access (they operate like a huge
memory of web pages so that popular sites are served from a local source instead of using
overseas bandwidth). If your browser is set to use these, you need to disable this until
you are accessing your account again from your home ISP.
To turn off your proxies in Netscape:
1. Go to the Options section.
2. Highlight the Network Preferences section.
3. Select Proxies from the tab bar at the top.
4. Select No Proxies.
5. Hit OK
To re-enable proxies in Netscape:
1. Go to the Options menu.
2. Click Network Preferences Select Proxies and then Manual Proxy Configuration.
3. Enter your ISP proxy address in the http field. Enter the corresponding Port number
4. Click on OK and then OK again in the Preferences section to close.
To turn off your proxy servers in Microsoft Internet Explorer:
1. Go to the View section and select Options.
2. Select the Connection option from the top tabs.
3. Make sure that your "Connect through a Proxy Server" box is unchecked.
To re-enable proxies in Microsoft Internet Explorer:
1. Go to the View section and select Options.
2. Select the Connection option from the top tabs.
3. Check the "Connect through a proxy server".
4. Click on the Settings box and enter your ISP proxy address in the http field.
5. Enter the corresponding Port number.
6. Click on OK and then OK again in the Preferences section to close.
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Question
My connection sometimes disconnects or stops working in the middle of my session.
Answer
Often the only indication that your connection is lost is that you stop getting
network packets. If your SLIP/PPP software is well written, it allows you to close your
connection gracefully, but often your applications will be hanged (your application stops
responding to your input) and you will have to reboot your machine. One common cause of a
connection hang is that your telephone has either hung up (for example, someone may have
picked up another extension of the telephone line you are using) or the line may have
gotten noisy enough for your modem to hang the line up.
Line Noise
If the country that you are visiting has a poor telecommunications system or the line you
are trying to connect with has audible interference your line might drop out unexpectedly.
Too General a Modem String
Sometimes a connection with us relies on a very basic modem string (this is how the modem
and telephone line communicate). Often, we will set you up with a very basic/generic modem
string. Once you are overseas, and numerous other "hops" go into establishing
your connection, it pays to make sure that you are using the best possible modem string.
This can often cause dropouts. Please call us or your modem manufacturer to get the most
reliable modem string.
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Question
I do not have Dial-Up Networking installed.
Answer
If there is no icon for Dial-Up Networking in the My Computer window, you can use the
following procedure to install it (you may be prompted to insert your Windows 95 CD ROM,
so please be sure to have this handy).
- Click the Start button, point to Settings, and then click Control Panel.
- Double click Add/Remove Programs.
- Click the Windows Setup tab, click Communications, and then click Details.
- Click the Dial-Up Networking check box, and then click OK. Click OK again and follow the
instructions on your screen.
- Double-click My Computer, and then double-click Dial-Up Networking.
- Follow the instructions on your screen.
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Question
Dial-Up Networking does not remember my password.
Answer
Within your Connect To window, enter your password and hit your tab key. You will now be positioned at the Save password prompt. It has a small white box next to it. Enter SHIFT s and a checkmark will be displayed within the box and will save your password for subsequent connections until you remove the checkbox.
The charges for the iPass Global Internet Roaming service will be on a monthly billing period basis and will form part of your monthly invoice statement from IGS.
 This service is brought to you through our partnership with iPass
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