Wireless Support

As always, our telephone support staff at 800-844-2226 is your best resource when trying to resolve any problems.  You can also get wireless-specific support through email by sending a message to wireless@pacific.net.

There are a few things that you can try on your own before contacting support, which will often resolve simple problems.  Click on the type of  wireless system you have for further details...

Tranzeo Ciscot
Tranzeo Cisco
Click here for basic setup information for new Tranzeo wireless customers

Is Your Connection REALLY Slow??

If you are seeing extremely slow performance from your wireless connection, it may be that you are using a computer or router that we don't have listed on your account here at the office.

Each of our customers is assigned an Internet IP address by a server at our office, based on the hardware (MAC) address of the equipment they are using.  If a computer or router's MAC address is not on file here, it does not get that customer's proper IP address -- instead, it gets an address from a small "pool" of addresses that are routed through a slow (almost, but not quite, dial-up) connection.

So, if your connection seems to be operating like a dial-up modem, chances are good that your computer or router is not being recognized  by our system as belonging to one of our valid customers.  To fix this, you just need to call our office and let us know the MAC address of the equipment that you have connected to the wireless unit.

A MAC address generally looks like this:

12:34:56:78:90:AB

It's a 12-digit number, normally separated into pairs of digits by either dashes or colons, and some of the "digits" may be the letters A-F.  If the equipment in question is a router, you'll generally find the MAC address printed on a label somewhere on the router -- although it may be all run together as one long number.  If it's a Windows computer, you can find the MAC address by opening up a command prompt window ("Start" button / "Run" command, and either "CMD" for Windows 2000/XP/Vista or "DOSPRMPT" for Windows 95/98/ME) and entering the "IPCONFIG" command.

Once we know the correct MAC address, we can set our server so that it gives that equpment an IP address associated with your account, and you should get the proper speed for your account type.  (You may have to power-cycle your router or computer after we enter your MAC address into the system to force it to let go of the slow address and acquire the proper one.)

NOTE:  If you have a Tranzeo CPQ wireless unit (the type that has five signal-strength lights on the back of it), this section does not apply to you.  The CPQ is itself a router, and the equipment you connect to it gets IP addresses from the CPQ and not our server.  We know the CPQ's MAC address, since you got it from us, so it will always be on file.


Page last updated: Wednesday 2009-04-22 18:52 PDT