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Modems:  How to report connection problems
                                                                            

Q.  I've having trouble connecting to your system; my modem won't work.  Can
    you help?

A.  Northwest Nexus provides a variety of services using a range of modems and
    telephone numbers.  To be able to help you figure out why you're having
    trouble connecting to our services, we need a lot more detail than most
    mail messages provide us.  We're not trying to be difficult; diagnosing
    connection problems require examining a huge array of variables.  The
    days of plug-and-play Internet aren't with us yet, not by a long shot.

    In reporting your trouble connecting, you need to provide us with the
    following information, at a minimum:

         Type of service you have:               
         Phone number you're calling:            
         Time of day you had the trouble:        
         Software you use to dial/connect:       
         Where you got your software:            
         Make and model of modem:                
         Your modem initialization string:
         Line ID (printed before Login: prompt): 
         Exact text of error messages received:  

    Also describe *any* recent changes you've made to your system's hardware
    or software.  Send this information to:

         support@halcyon.com

    If you can't connect at all and have no alternate Internet mail access,
    please leave all this information on our voicemail and have it ready
    for when we return your call.


(21-Nov-94/modhtrcp/MJT)
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Copyright 1996  Northwest Nexus Inc.  All Rights Reserved.
This document may not be reproduced nor redistributed in any form without
express permission; contact us at support@halcyon.com with questions.