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Global Roaming Help Guide

Here are answers to some frequently asked questions. If you require technical support while roaming, please call: 237-6751 or e-mail: support@pixi.com

Q I am having difficulty connecting to the number I have selected.
A Should you encounter problems connecting to an access number, try an alternate number within the region you are traveling. If you can connect sucessfully to another number it may indicate the initial access number or site is temporarily unavailable. 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.) If you are unable to connect to other access numbers this may indicate that your modem is not well chonnect to the phoneline or that you have a modem compatability problem. Consult technical support or your modem manufacturer.


Q I can't hear a modem sound on the other end of the line.
A Check to see if your modem is turned on and attached correctly to your computer and the phone system. Also, check if the phone system is digital. If it is you will need to have a special adapter to connect. An alternative is to request access to a fax line since they must be analogue to function. Check for pulse or tone dialing to ensure you select the appropriate option in your software. You can also call the modem number with your handset to ensure that it is a modem line. If the access number is incorrectly published, please advise technical support.


Q I keep getting a message telling me that I am using an incorrect password.
A This is a generic message in your connection software that can indicate that you are using an incorrect login/password (you must use the same password that you use at your home Internet service provider to connect remotely). Don't forget to add @pixi.com after your user name. If difficulties continue, consult us to ensure your account is active and that you are using the correct user name and password.


Q I get a busy signal when dialing into an access number while I'm roaming.
A Occasionally there are times when an access point will be busy. The iPass roaming service often solves this problem by offering many access point options in the same calling area. If this is not an option, wait a few minutes and try connecting again.


Q My World Wide Web (WWW) access is really slow.
A If your access to the World Wide Web is slow, it may be due to one of the following:
  1. 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 at least 28,800bps but can be hindered by the telecommunications network in the specific country.
     
  2. 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.


Q My connection occasionally gets dropped or hung in the middle of my session.
A This could be a result of line noise. Your line might drop out unexpectedly if the country you are visiting has a poor telecommunications system or the line you are trying to connect to has audible interference. In this case you will need to disconnect and redial in through the access number.