ADSL FREQUENTLY ASKED QUESTIONS

1. Does the sponsor need to register or can family members?
Your internet account must be registered in the sponsor’s name.  If a Club card is being used for payment, the Club member’s name must be used at registration

2. What are the phone and equipment requirements?
You must have the following items prior to registering:

• An active on-base phone number
• An ADSL Modem (DSL Modems will not work with the Maya Net service)
• A filter for each phone line throughout your home is not required but you may need to get one if you experience excessive static.

3. Where can I purchase a modem?
You can purchase a modem in our office.

4. How long will it take my service to be connected?
Service will typically be activated within 3-5 business days. 

5. How do I pay?
Payments for Club members can be debited to your monthly club card.  Payments for non-members
must be made by VISA/MasterCard or cash at the Bowling Center or over the phone on a quarterly,
semi-annual or annual payment plan.
* Service will be terminated if your account is past due.

6. Is there a connection charge?
There is no activation or cancellation charge associated with registration.  Maya Net will provide a one time initial set up at your home at no charge.

7. What is each ADSL speed capable of?

8. How much are service fees?
The fees are as follows (per month):

* ADSL Internet and Maya Net cannot guarantee any optimum speed.

9. How do I check the speed I am running at?
You can go to http://speedtest.net. (Select Istanbul)

• 10. What are the modem requirements?
  Modems must be ADSL (Not DSL) & meet the following industry standards:
• Supports full-rate G.DMT (ITU-T G.992.1) and T1.413 Issue 2 ADSL: up to 8 Mbps
  downstream and up to 1 Mbps upstream
• Supports G.lite (ITU-T G.992.2) ADSL: up to 1.5 Mbps downstream and up to 512 Kbps upstream
• Supports DSL handshaking (ITU-T G.994.1)

11. Who should I contact if I experience technical difficulties?
The following agencies will assist you with your technical questions.  Please do your best to
assess your problem first to contact the correct office for assistance.

• For payment questions, registration, cancellations – ADSL Office (676-3032) or email to
  adsl-office@incirlik.net.
• Technical Questions – Maya Net (676-3540)
• Telephone Questions – 39th Communications Squadron (676-8100)

12. Is there a minimum requirement for the length of time I have to keep my account?
There is no minimum length of time you have to retain your service.  Refunds will be prorated
based on the date of payment.  Non-club card holders will need to sign up for a quarterly,
semi-annual or annual payment plan, but will be refunded any pre-paid time left when
they terminate service.

13. How do I can cancel my service?
Cancellations must be done at the ADSL office (Bowling Center) during the normal hours
of operation.  Cancellations cannot be back dated.  Fees incurred for service that is not
cancelled are non-refundable.

14. Can official offices of business register for ADSL?
ADSL is available for residential customers with a residential phone list.

 15. Is there an e-mail service available?
Yes, each ADSL Member can get up to 3 e-mail accounts.

Notes to Remember:

• If payment is not made service will be terminated.  ADSL users will lose port. 
  Dial-up will still be available.
• Prorating is done weekly for sign-ups and cancellations.  Our month begins on the
  26th and ends on the 25th.
  
• ADSL Office and Maya Net cannot guarantee optimum speed.
• You must purchase an ADSL modem.
  
• Upgrades for ADSL users will be accomplished between the 26th and 2nd of each month.
  
• For technical problems, call Maya Net at 676-3540.