WVNET provides technical support for our customers 24 x 7 x 365. You may call at any time to report a problem and ask for assistance. In some cases you may be able to find an answer to your question in these on-line information pages. Our goal is to solve your problem and get you back to computing in a timely and friendly manner.
- Setting up
- Modem Problems?
- Non-Frontier customers
- Terms, Conditions & Payment
- General Account Information
Basic Configuration Information
- Username: Check the documentation you received when you got your account.
- To connect to WVNET your user id must be follwed by @wvnet.(ex: abc123@wvnet)
- Password: Check the documentation you received when you got your account.
Phone Number(s) to connect to WVNET:
- 1-533-MY WVNET (for Verizon customers only)
- Local Access Numbers (for non-Verizon customers)
Other Account Information
Busy SignalsCustomers receiving busy signals when dialing either the toll-free “500” number or one of the new local access numbers should report this to the WVNET Help Desk. Make note of the time of day and the number being dialed. Note also whether it was a “fast busy” or a “slow busy” signal. A fast busy indicates that a trunk line carrying the calls is completely full. A slow busy usually indicates a problem with the modem pool.
Helpful Modem links:
- US Robotics v.92 Support Link This link is very helpful for the US Robotic modems that we have problems with. It explains about V.92 and how you can disable some of the V.92 features. We found that disabling the Quick connect with modem init string AT+PQC=3 works in most cases.
- Driver Zone
Modem Troubleshooting – Error Messages and Fixes for Windows operating systems:
Some Windows error messages and fixes that might be helpful:
- 618 – Port is already open
- (Reboot and make sure that no other programs are using your modem)
- 629 – The port was disconnected by remote computer. ;
- Check the username and password
- Check the dial up settings If IPX/SPX or NETBEUI is checked and not TCP/IP, this would be the cause. (The only thing that needs to be checked is TCP/IP.)
- 630 – The port was disconnected due to hardware failure;
- Shut down your computer for 10 sec and then start it back up
- Try uninstalling and reinstalling the modem
- 638 – Request timeout
- Reboot the computer
- Check the dial up network settings
- Create a new dial up
- 676 – Line is busy
- Check the phone number you are dialing make sure you are dialing the correct number for your area
- This includes if you should should dial a 9 to get an outside line
- 678 – There is no answer
- Make sure you are dialing the correct number for your area
- Can you hear a “handshake?”
- If you have call waiting and would like it turned off while you are online, make sure you have;*,70 before the phone number
- Check to see if you have a dial tone on the phone line
- Check to see if you have the phone line plugged into the line side of the modem
- Make sure the phone line is plugged into the line side of the modem
- Check to make sure you have selected the correct modem in the dial-up
- Make sure you have @wvnet after your username
- Make sure that logon to network is not checked in the dial-up properties
- Reboot your computer.
- Go to My Computer > Dial-Up Networking
- Right click on your connection icon and select Properties.
- Click on the Configure button at the bottom of that screen.
- Then click on the Connection tab.
- Then click on the Advanced button.
- You will see an extra settings box on this screen. This is where you can put the init string.
- 679 – Cannot detect carrier
- 680 – There is no dial tone
- 691 – Access denied because of username and/or password is invalid.
- 718 – PPP timeout Rockwell/Context Modems
- We have found out that Rockwell/Conxent modems have problems connecting and need an init string. Below are some of the init strings we use with these modems. +ms=v34 +ms=v90 Another known solution is putting 3 commas after the phone number. (example 15006998638,,,)
WVNET Local Access Numbers
|City||Local Access Number|
|Martinsburg (Shepherd University users dial this number)||263-4169|
Dial-Up Account Terms, Conditions & Payment Guidelines
Terms and Conditions
To receive an account, you must agree to abide by WVNET’s policies and guidelines related to computer use (see below), your local campus computing policies, applicable network (Internet, etc.) usage guidelines, and state and federal laws regarding computer abuse.
- You are expected to exercise responsible, ethical behavior when using WVNET’s computers, information, networks or resources.
- You are expected not to share your account with others since accounts are priced for individual use.
- You can only have one account. If you have a suspended account, you must have it reinstated rather than getting a new account.
The WVNET Internet service is a monthly subscription service with a flat fee, payable in advance on the first of each month.
When is my first payment due?
- • If you sign up between the 1st and 15th of a month:
- Your first payment will be for that month and will be due on or before the 25th of that month.
- • If you sign up on or after the 16th of a month:
- Your first payment will be due on the 1st of the following month.
- • All payments will be due on the first day of each month thereafter.
How do I pay?There are three ways to pay:
- • Credit card:
- We currently accept American Express, Discover, MasterCard, and Visa. Automatic deduction will take place on or about the first of each month and will assure continuity of service. Download a printable version of a form with which you can sign up to pay your bill with your credit card.
- • Check:
- You will not be billed; you will be provided with payment coupons to include with your check.Checks must be exactly $16.95 (or multiples thereof).Payment is due in advance on the 1st of the month. You can pay for several months with one check by including the corresponding coupons. Make Checks Payable to WVNET and Send to: WVNET P.O. Box 3188 Charleston WV 25332-3188
- • Automatic debit:
- You can pay your monthly $16.95 WVNET Internet dialup account fee through automatic debit to your checking account on the 5th of each month. To sign up, download this printable version of our authorization form , fill it out, attach a voided check, and mail to:WVNET ATTN: Phil Snitz 837 Chestnut Ridge Road Morgantown WV 26505 When we receive it, we will set up your account in our billing database to deduct $16.95 a month from your checking account. This amount will be deducted automatically on the fifth of every month (or the following Monday if it falls on a weekend). To give us time to set up the database, we must receive your authorization form and voided check by the fifteenth of the month for your debit payments to begin on the fifth of the following month. For example, if you would like to start this in July, we will need to receive your form and check by June fifteenth. If you ever need to cancel your account, please notify us by the first of the month so we can get your account information out of our database before it is processed.
Questions or Changes Related to PaymentIf you have any questions, or if you need to make any changes in your account payment, please call us at: 1-800-253-1558 ext. 258 or 253 or send E-mail to: Phil Snitz –firstname.lastname@example.org or Libby Cress –email@example.com
How are late payments handled?Any overdue account will be suspended until payment is received. Payments for overdue accounts received before the 25th will reinstate the account and will pay for the current month.
Can I stop my subscription?You should not stop and restart the service for short periods of time, such as during holiday breaks. However, if you are a student, you may want to stop the service in May and restart it in August for summer break. Students who pay via automatic deduction and who wish to suspend their account for the summer must contact the WVNET central site to have their automatic deduction suspended for the summer. Students who pay by check and who wish to suspend their account for the summer may do so by not paying for the months they do not wish to use the account.
Can I get a refund?We are sorry, due to the way the payments are processed, WVNET does not offer refunds.
To contact the WVNET Business Office staff:Send an e-mail to our department, or write, phone, or Fax: WVNET Business Office 837 Chestnut Ridge Road Morgantown WV 26505 USA Phone: (304) 293-5192, ext. 253, 256, 258 or 283 Fax: (304) 293-2481
About our Dial-Up Internet Service
The WVNET dial-up Internet service is intended to support the missions and goals of higher education, public education, libraries, and state and local government. These missions and goals include education, research, administration, community service and economic development. The service itself emphasizes only Internet access. Actual services, such as e-mail, news feeds, etc., should be provided by either campus computer centers, libraries, public education, state government, or by a commercial Internet provider.
The BackgroundThe National Science Foundation (NSF) awarded to WVNET a grant to improve Internet access at each of the sixteen public colleges and universities in West Virginia. The grant funds faster phone lines between the schools and WVNET, as well as associated routers and communications equipment. As a cost share to the grant, WVNET has installed dialup Internet access at each of the campuses. Some schools also have multiple campuses supported by WVNET. Please refer to our list of state college and university sites providing dialup access.
- $16.95 per month
- Unlimited usage
- Up to 4 e-mail accounts (note that some schools administer their own e-mail accounts)
- 4MB personal Web space
- Statewide Local Access (1-533-My-WVNET)
- Pay with check, credit card, automatic debit
Electronic Mail (e-mail)WVNET offers “POP3 mail service.” This provides you with a permanent electronic mail address from which you can send and receive mail. You should either obtain electronic mail access through your local institution, or you should request POP3 mail capability when you apply for a WVNET Internet modem access account.
WVNET’s Policy Regarding Computer Abuse
Computer users must practice ethical behavior in their computing activities. Users of this service are subject to the WVNET Computer Abuse Policy, their local campus computing policies, applicable network (i.e., SURAnet and NSFnet) usage guidelines, as well as state and federal laws regarding computer abuse. The WVNET Computer Abuse Policy covers the following six areas:
- Copyright issues
- Miscellaneous actions of any sort which inappropriately interfere with the normal computer and network operations.
Getting an Internet Dial-up Account
You may obtain a modem account by contacting the WVNET Help Desk at 304-293-5192. You will receive an account user id and password which will be ready for immediate use. This account will continue to be available only if payment is received in a timely manner.
- Enter your userid.
- Enter your password.
- Enter your new password. Passwords should be entered in lowercase. Only alphanumeric characters are permitted (e.g. a-z, 0-9). Spaces are not allowed.
- Verify your new password by entering it again.