TELIA COMPANY INTERNET53a91ad1-427a-4439-b4a4-968909d2483b/... · Telia Company Internet service...

TELIACOMPANY INTERNETInstructions

TELIACOMPANY INTERNET

1. Welcome to using Telia Company Internet!Telia Company Internet is an Internet access designed for small companies, withingredients for larger needs as well. It is also an excellent access for remote workpurposes. Company Internet is modular, so the basic service can be expanded accordingto the company needs.

Additional services and changes to the Company Internet service are ordered witha web-based management and reporting tool (Telia SurfManager®).The design of Company Internet takes into account the growing needs that companieshave for quality classification of voice. This is why it is well suited to the use of, for example,the Telia Communications Service VIP. A wide wariety of other services by Telia canbe included in Company Internet to expand its use.

This manual helps you define the settings of your workstation prior to bringing the Internet access into use, and answers the most common questions.

It is our pleasure to provide fast and reliable connections!

With kind regards,Telia Finland Oyj Corporate Customer ServiceTelia Company Internet

Instructions

TABLE OFCONTENTS

1. Welcome to using Telia Company Internet! ............................................................... 2

2. Definition of terms ..................................................................................................... 4

3. Telia Company Internet service ................................................................................. 4

4. Installation instructions for the LAN workstations ..................................................... 5

4.1. Connecting the customer modem ................................................................. 5

4.2. Connecting a LAN device, cable connection ................................................ 9

4.3. Connecting a LAN device, wireless connection - WLAN ............................. 10

4.4. Other devices .............................................................................................. 10

5. Changing the access rate ....................................................................................... 11

6. Supplementary services .......................................................................................... 11

6.1. Network firewall / open service ................................................................... 11

6.2. Service levels .............................................................................................. 12

6.3. Dynamic IP addresses ................................................................................ 12

6.4. Fixed IP address ......................................................................................... 12

6.5. Wireless local area network, WLAN ............................................................ 13

7. Quality classification ............................................................................................... 14

8. SurfManager® management and reporting service ................................................ 14

9. General settings ...................................................................................................... 14

10. Solutions to the most common questions and problem situations ......................... 15

11. Contact information / Specialist assistance ............................................................ 18

Telia Company Internet | 03/2017 4

2. Definition of terms

• ADSL Customer device can be connected to Telia’s backbone network by the use of ADSL (AsymmetricDigital Subscriber Line) technology

• Customer device Workstation, network printer, payment terminal, mobile phone, server etc. connected to a local area network

• Customer modem Modem delivered with the access

• CAT3 Phone network cabling

• CAT5 Local area network cabling for the Ethernet technology.

• DSL Digital Subscriber Line

• Ethernet Local area network technology. Company Internet Extra Locality that has a Telia-delivered broadband hub at the cross-connection point of the facility

• Fibre The location is an Yritysinternet Extra location with a broadband hub from Telia in the equipment space of the building. The customer’s modem is connected to the hub using fibre technology.

• IP address Unique IP address that each customer device operating in a local area network and the Internet needs

• MAC address MAC address (Media Access Control) is an address identifying a network adapter in an Ethernet network

• PSTN Public Switched Telephone Network

• Telia SurfManager Web-based management and reporting tool.

• SSID Wireless local area network name (TeliaInternet).

• VDSL The customer device can be connected to Telia’s backbone network using VDSL technology (Very High Speed Digital Subscriber Line).

• WAN Data transmission network (Wide Area Network)

• WLAN Wireless local area network (Wireless LAN).

• WPA2 Encryption standard of wireless LANs.

3. Telia Company Internet serviceThe Telia Company Internet service is comprised of the basic features and supplementary services described below.

Basic features of the access

• Customer modem

• Transmission rate according to availability, maximum rate 200/200 Mbit/s

• Network firewall

• Access maintenance Package A72h

• Number of connected workstations/devices (1-12 pcs)

• Surf Manager -management and reporting service

• Corporate customer service 0200 18818 (Mo-Fr 8am-4.30pm)

Charged supplementary services for the access

• Network firewall

• Service level increase - Package A24h - Package A12h - Package A8h - Package B8h

• Increasing the number of connected devices (1-18 pcs) (1-24 pcs) (1-30 pcs) (1-36 pcs) (1-42 pcs) (1-48 pcs)

• Fixed public IP address (1-4 pcs)

• WLAN Wireless LAN


The basic delivery of the access includes:• Internet access with the chosen transmission rate• Customer modem (modem + one Ethernet network cable, RJ45)• User ID/password for the SurfManager management and reporting service• Selected Telia Company Internet supplementary services• Network firewall service is included as a standard without additional charges at the rate category 2M and higher• All the access rates are also available as open, without the online firewall service

4. Installation instructions for the LAN workstationsFirst check the following:1. An installation engineer has installed the customer modem.2. The customer device is connected to the LAN.3. Cables are correctly connected.4. The workstation/LAN device is defined to retrieve the IP addresses automatically.

4.1. Connecting the customer modemThe terminal devices supported in the Yritysinternet service are Technicolor TG789, TG799 and, on fibre sites, TG11000.

Technicolor TG799

Technicolor TG799 is a broadband terminal that supports most access technologies. TG789 supports the following access technologies:• ADSL• ADSL2+• VDSL2• Ethernet

The device has an integrated WLAN antenna. The device has 4 Ethernet LAN ports, one Ethernet WAN port and one IEEE 802.11n WLAN base station.

The PSTN ports of the device are not in use.• Wifi Pairing (WPS) – The button is not in use.

There are no switches on the front of the device, but there are status lights on the right-hand side of thefront panel. Normally the following status lights are on:


To be checked• Power is lit when the power is switched on• Broadband is lit when DSL or the Ethernet link is up• Wireless is lit when the WLAN base station of the device is in use• Ethernet is lit when one or more of the Ethernet ports of the device is active• Please note that the lights are not very bright. The Internet light is normally off.

At the back, there are connectors for ADSL/VDSL connections and an Ethernet WAN (100 Mbit/s) and 4connectors (100 MB/s) for the customer’s workstations. The picture shows where the connectors are situatedand their colour codes. In addition, there is a power switch at the back as well as two green connectorsand one black one. These are not in use. The WLAN antenna is built in.

Interfaces, power switch and plug:1. Phone network interface of the DSL broadband connection (ADSL, VDSL, ADSL 2+…)2. Ethernet interfaces, 4 pcs. for customer devices (computers, network printers, payment terminal, server...)3. WAN interface (at Ethernet localities)4. Power plug for the transformer5. Power switch

NOTE 1 The Phone1, Phone2 and PSTN interfaces on the left side of the device are not in use.NOTE 2 It is recommended that 8-wire (CAT 6) cabling be used on the Ethernet port.

The green light on the transformer indicates that the device is operational. If the light is not on even in casethe device is connected to a power source, the transformer is broken.

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Technicolor TG789

Techicolor TG789vn is a broadband terminal that supports several access technologies. In Telia Company Internet VDSL locations the terminal is a TG789.

TG789 supports the following access technologies:• ADSL• ADSL2+• VDSL2• Ethernet

The device has an integrated WLAN card.

The device has 4 Ethernet LAN ports, one Ethernet WAN port and one IEEE 802.11n WLAN base station.In addition, it is possible to connect a phone to the device, but that feature is not used in the CompanyInternet service.

TG789 is a vertically standing device with connectors at the back. There are switches on the right-hand sideof the device:• Wifi Pairing (WPS) – The switch is not in use.• Eco switch – Used for setting the device into power saving mode when it is not used.

There are no switches on the front of the device, but there are status lights on the right-hand side of the front panel. Normally the following status lights are on:• Power is lit when the power is switched on.• Broadband is lit when the DSL link is up.• Wireless is lit when the WLAN base station of the device is in use.• Ethernet is lit when one or more of the Ethernet ports of the device is active.• Please note that the lights are not very bright. The Internet light is normally off.

At the back, there are connectors for ADSL/VDSL connections and an Ethernet WAN (100 Mbit/s) and4 connectors (100 MB/s) for the customer’s workstations. The picture shows where the connectors aresituated and their colour codes. In addition, there is a power switch at the back as well as two greenconnectors and one black one. These are not in use. The WLAN antenna is built in.


Interfaces, power switch and plug:

1. Phone network interface of the DSL broadband connection (ADSL, VDSL).2. Ethernet interfaces, 4 pcs. for customer devices (computers, network printers, payment terminal, server...)3. WAN interface in Company Internet Extra locations (Ethernet).4. Power switch5. Power plug for the transformer

NOTE 1 The Phone1, Phone2 and PSTN interfaces on the left side of the device are not in use.NOTE 2 It is recommended that 8-wire (CAT 6) cabling be used on the Ethernet port.PLEASE NOTE: If you ordered the wireless local area network (WLAN) service, it will automatically beactivated as you install and connect the customer modem. If the WLAN service has not activated withinabout an hour, please contact Telia. When WLAN is active, the modem’s Wireless indicator lamp is on.For more information, please see chapter 6.5: ”Wireless local area network, WLAN”.

Technicolor TG1100

Technicolor TG1100 is a broadband terminal device used on fibre sites (single-mode). The device has 4Ethernet LAN ports, a WAN port supporting fibre access, and an IEEE 802.11n WLAN base station.The PSTN ports on the device are not in use.

1 23 45


Connectors, power switch and socket.

1. WAN connector in use on fibre sites2. Ethernet connectors for 4 customer devices (computers, network printers, payment terminal, server...)3. Power socket for adapter4. Power switch

NOTE 1: The Phone1, Phone2 and PSTN connectors on the left are not in use.NOTE 2: 8-wire cables (CAT 6) are recommended for use in Ethernet ports

There are no switches on the front side of the device, but status lights can be found on the right of the front panel. Normally the status lights specified below are illuminated.• Power led is illuminated

- green when the power has been switched on and WLAN is available- blue when the power has been switched on but WLAN is not available- orange when the device is starting up; this takes about 60 seconds- red when an error has occurred

• Broadband indicator led is illuminated green when the WAN link is up• Internet indicator is illuminated green when the device has network access• Wireless indicator is illuminated green when WLAN is on

Wireless indicator flashes green when WLAN is transmitting• Ethernet indicator is illuminated green when a LAN port of the device is active

Ethernet flashes green when Ethernet LAN is transmitting

The indicator lights are dim, and they can best be seen directly from the top.

At the back, there are connectors for single-mode fibre and WAN (1 Gbit/s), and 4 Ethernet ports (1 Gbit/s)for the customer’s workstations. The location and colour codes of the connectors are shown in the picture.In addition, there is a power switch and two green connectors at the back, but these are not in use TheWLAN antenna of the device is built in, and the WLAN service needs to be ordered separately.

4.2. Connecting a LAN device, cable connectionIf you have a Microsoft Windows or an Apple Macintosh computer, the only thing you need to do is connectthe computer to the customer modem using the cable provided (the cable with yellow connectors). TheInternet connection will start automatically, unless the default settings of the computer have been changed.If the default settings of the computer have been changed, you can check them in the operating systeminstructions provided with the computer.

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Network printer

A network printer refers to a printer which is shared through the LAN to be used by several workstations.The network printer is connected to one of the Ethernet interfaces of the customer modem with an Ethernetcable. If the printer supports wireless LAN (WLAN/Wi-Fi) and you have ordered the wireless LAN service,available as a supplementary service, the printer can be connected to the network wirelessly. For moreinformation, see the printer installation instructions.

It is recommended that a fixed IP address is used on network printers. This is a supplementary servicethat can be separately ordered. You can find more specific instructions for ordering and setting a fixed IPaddress in section 6.4. ”Fixed IP address”.

When you order a fixed IP address for a network printer, you will need the network address (MAC address)of the network printer. The MAC address is device-specific and usually marked in a type plate at the backor bottom of the device. The address consists of 12 characters separated from one another with colons,for example: 00:0c:af:67:ff:2b.

The TCP/IP settings of the network printer must be defined to retrieve network settings automatically fromTelia’s DHCP server. Usually, this is the default setting in which case there is no need to perform anychange. If, however, the network printer is unable to acquire an IP address, please make sure the networksetting are defined correctly. The settings are easy to check by printing the printer set-up page. For moreinformation, please refer to the printer manuals.

4.3. Connecting a LAN device, wireless connection - WLANIf you have ordered the wireless local area network service, you have received the network ID and network key in connection with the delivery.

Choose the ID of the wireless LAN of your Company Internet access and enter the WPA2 network key of the wireless LAN, defined in connection with the order, in accordance with the user instructions of the device/operating system. See section 6.5.

If you have forgot the network key, you can check and/or change it using the SurfManager®reporting and management tool: surfmanager.telia.com

Mobile devices

Mobile devices must support the wireless local area network (WLAN/Wi-Fi). Activate the wireless LAN andsearch for the available networks. Choose the ID of the wireless LAN of your Company Internert accessand enter the WPA2 network key of the wireless LAN, defined in connection with the order. For more information, please see the usage instructions supplied with the device.

The wireless LAN of mobile phones typically works within a few dozen metres from the base station.Obstructions, such as fixed structures and furniture, decrease the LAN coverage.

4.4. Other devicesYou can connect such devices to the Company Internet LAN, which have an Ethernet interface and/or the wireless LAN (WLAN/Wi-Fi) feature. For more information, please see the usage instructions supplied with the device.

If you need help with installing workstations and other customer equipment, you can call Telia’s UserSupport at 0600 15500 (local network charge / mobile call charge + €1.99/min, VAT 24%). Telia’s UserSupport is available Mon–Fri, 8am–9pm, and Sat, 9am–3pm. telia.fi/yritys/tuki


5. Changing the access rateThe transmission rate of the Company Internet access can be changed. The available rates are determinedby the geographical location of the access and implementation method used. A change in the access speed affects the monthly charge of the access the invoicing of which is described in the service description.

Ordering channels

The order form found through the SurfManager (surfmanager.telia.com) reporting and management service, by contacting Telia Corporate Customer Service, or through the nearest Telia retailer. The supplementary services defined for the access can be seen in the SurfManager management and reporting tool: surfmanager.telia.com

6. Supplementary servicesThe supplementary services (network firewall, service level, dynamic IP addresses (more than 6 pcs.), or a fixed IP address, WLAN) for the access are charged services. Their invoicing is described in the service description.

Ordering channels

You can order supplementary services by using the order form found through the SurfManager(surfmanager.telia.com) reporting and management service, by contacting TeliaCorporate Customer Service, or through the nearest Telia retailer.

6.1. Network firewall / open service

General

The Network firewall is a supplementary service for the Company Internet access in transmission speedclasses 1 Mbit/s/ 512 kbit/s and 1Mbit/s/1Mbit/s. The Firewall service is included as standard in rate classes2Mbit/512 kbit/s and higher. All the access rates are also available as open, without the online firewall service.If the access has been ordered as open, please ensure that it has the appropriate information security.The online firewall service comprises a fixed rules definition that cannot be changed. Network Firewall allowstraffic to the Internet, but prevents traffic from the Internet to the local area network of the access. Therefore,an access that has a network firewall cannot have public servers that show to the Internet. The networkfirewall service is implemented in Telia’s backbone network and does not require any action on the part ofthe users, for example, as regards their workstations. Without this service, the Yritysinternet access is a fullyopen service to the Internet, which means that you must take care of the information security yourself.

Telia’s User SupportCall: 060015500

If you share your capacity among several users without the appropriate data security solutions (for example,personal firewalls and anti-virus software), you may jeopardize the confidentiality of your communications.

Effects on the service, dynamic IP addresses

Please note that if you order additional dynamic IP addresses, the IP addresses of the access may change.If you cancel the network firewall service, please note that in this case, too, the dynamic and fixed IPaddresses of the access will change.


6.2. Service levels

General

Different service levels are available for the access to improve the access repair time in fault situations.

Available charged service levels:• A24 = Repair time 24H Mo-Fr 7.30am-6pm (excluding midweek holidays and Sundays and holidays)• A12 = Repair time 12h Mo-Fr 7.30am-6pm (excluding midweek holidays and Sundays and holidays)• A8 = Repair time 8h Mo-Fr 7.30am-6pm (excluding midweek holidays and Sundays and holidays)• B8 = Repair time 8h Mo-Fr 7.30am-10pm (excluding midweek holidays and Sundays and holidays)

By default, the access has the A72 service level whereby the access will be repaired within 72 hours fromthe customer’s notification during service hours (for example, if the customer modem develops a fault).The service hours are weekdays 7.30am-6pm (excluding midweek holidays and Sundays and holidays).The service level of the access comprises repairing the access during the service hours, and does not apply to the supplementary services.

6.3. Dynamic IP addresses

General

The service includes as a standard 12 pcs. of dynamic, public IP addresses that are distributed to theaccess through a server (DHCP server) in Telia’s backbone network. In such a case, the workstation orthe device connecting to the LAN must have the TCP/IP settings so defined that the network settings areautomatically retrieved from Telia’s DHCP server.

Additional addresses

It is possible to order a larger number of dynamic public IP addresses for the access as a supplementaryservice as follows:

• 1-18 pcs • 1-36 pcs• 1-24 pcs • 1-42 pcs• 1-30 pcs • 1-48 pcs

The customer’s own IP addresses cannot be used on the access. Only the IP addresses reserved andregistered for the Company Internet service will work.

If you order or cancel the network firewall service afterwards, please note that the IP addresses of the access will change.

PLEASE NOTE: The lease time of the IP addresses at the DHCP server is 120 minutes. This means that thedynamic IP addresses are kept reserved for the time period of 120 minutes before they are released for use by other devices (when the customer device has been switched off or disconnected from the LAN).

6.4. Fixed IP address

General

As a supplementary service, 4 pcs, at most, of fixed, public IP addresses can be acquired for the access.You may need such a fixed, public IP address for a network printer or server, for example. The fixed, public


IP addresses are distributed from Telia’s DHCP server on the basis of the MAC address the customerhas given. The MAC (Media Access Control) address is the address identifying a network adapter in theEthernet network.

The simplest way to check the MAC address of a Windows computer is to activate the command window(Start Run cmd enter ipconfig/all in the window that opens and click on Enter). The MAC address can be found on the Physical Address line of the desired network adapter.

To be noted

If the MAC address of your device changes, it is of utmost importance that you inform Telia CorporateCustomer Service of the changed MAC address. Otherwise, the definition of a fixed IP address will not work!

PLEASE NOTE: The device for which a fixed IP address has been defined must retrieve the address automatically!Fixed IP address definition must not be used in the service! If you order or cancel a network firewall service for the access afterwards, please note that the IP addresses of the access will change.

6.5. Wireless local area network, WLANThe customer device has the wireless local area network (WLAN) readiness built in. By default, the WLANservice is not activated but it is a supplementary service to the access. Before the service is brought intouse, please make sure of the following:• You have ordered the WLAN service for your access from Telia• You have in use the Windows XP operating system (Service Pack 2), or a later operating system• Your device is equipped with a WLAN network interface card and allows a wireless connection method• The WLAN network interface card of your device supports the WPA2-PSK / AES encryption• The Wireless indicator lamp on the customer modem is on. If the WLAN service has not activated within

about an hour from installation, please contact Telia.

The WLAN details (SSID/Network key) have been agreed on in connection with the order:The wireless LAN identifier (SSID) can either be automatically and fixedly defined to be TeliaInternet oryou can define it yourself according to the criteria you are given. The name can include 3–31 characters,and the allowed characters are a–z, A–Z, 0–9, and - and _.

When making the order, you can also define a network key or password. The password must contain 10–31characters. The allowed characters are a–z, A–Z, 0–9, - and _. The password must be entered once, when theservice is introduced; after this, the workstation sets up the connection automatically. If the password is lost,the customer can check it in the management and reporting service (SurfManager) or get it by contactingTelia’s Corporate Customer Service. The customer’s right to obtain the network key will then be verified.


7. Quality classificationThe design of Company Internet takes into account the growing needs that companies have for qualityclassification of voice. This is why it is particularly well suited to the use of the Telia CommunicationsService VIP.

Company Internet gives a higher priority for packets of voice connections, which are recognized bythe Type of Service (TOS) field in the topic of the IP packet. The packets whose TOS field shows the IP-precedence value of 5 or IP DSCP (differentiated services codepoint) value is EF (expedited forwarding)are prioritized in the customer modem and Telia’s network.

Applications that use a voice connection must themselves set the correct TOS field value so that the voicepackets can be identified in the network. Most IP voice applications and devices set the TOS field value toIP-precedence 5/DSCP EF. If you have an IP application of your own in use, check the right configuration inthe user instructions of the application.

8. SurfManager® management and reporting serviceThrough the SurfManager management and reporting service you can check and modify the supplementaryservices available for the Company Internet access. You can find a form in the service, meant for changeorders, which you can use to contact Telia’s Corporate Customer Service.

There is a form in the service to file a fault report on the Corporate Internet access. You can monitor theprogress of the fault repair of the access in real time.

The user IDs and passwords needed in the SurfManager service are delivered in connection with the deliveryof the first Company Internet access. The customer’s master user is responsible for managing the ID.The master user has the right to create, when need be, IDs for other persons within the same company.The ID is customer-specific.

The SurfManager service and user guide can be found at the address: surfmanager.telia.com under Asiakaspalvelu (customer service).

9. General settings

Technical details/servers:

Also available in the Customer details form of Company Internet, sent in connection with the delivery.TCP/IP settings: DHCP enabledWireless local area network (WLAN) SSID: TeliaInternetWireless local area network (WLAN) Network key: Customer-specificProxy server: cache.inet.fi port 800IRC server: irc.inet.fiSurfManager management and reporting portal: surfmanager.telia.com


10. Solutions to the most common questions and problem situations

Basic features

Problem: One workstation can no longer use Internet services.

Answer: If there are no more than twelve (12) terminal devices connected to your LAN, each of which having just one network connection as active to the Company Internet modem (workstations, network printers, and servers), the problem is most likely due to the LAN cables or the network settings having changed on the workstation. If, for example, a laptop computer is connected to the network with a cable, and its wireless LAN (WLAN) connection is active at the same time and defined to use a company Internet connection, this workstation reserves two IP addresses. If you use a cable connection, disconnect the workstation’s WLAN feature. IP addresses are reserved network connection specifically. So, the same workstation can have in use several network connections at the same time (for example, a laptop computer’s cable and WLAN connections).

PLEASE NOTE: The DHCP lease time of the dynamic IP addresses of the workstations is two hours at atime. If several different terminal devices have been connected to your LAN during the last two hours, it ispossible that the dynamic IP addresses have temporarily run out. In such a situation, you can acquire moredynamic IP addresses or alternatively wait for a while for dynamic IP addresses to become free.

Problem: A new workstation cannot use Internet services.

Answer: Check that the workstation network settings (TCP/IP, browser) are correct. Check that the LAN cabling is correct, and check that the network interface card of the workstation is working. It is also possible that the changing IP addresses allocated to your access have run out, whereby your workstation will not obtain a new IP address from the DHCP server, and cannot establish a connection to the Internet, either. Check the number of the IP addresses allocated to your access in the SurfMana-ger® management service, and how many terminal devices (workstations, printers) are connected to your LAN. If there are more terminal devices than there are IP addresses included in your access, you can acquire more changing IP addresses (max. 48 pcs.). For more information, please check section 6.3. ”Dynamic IP addresses”.

PLEASE NOTE: The DHCP lease time of the dynamic IP addresses of the workstations is two hours at atime. If several different terminal devices have been connected to your LAN during the last two hours, it ispossible that the dynamic IP addresses have temporarily run out. In such a situation, you can acquire moredynamic IP addresses or alternatively wait for a while for dynamic IP addresses to become free.

Problem: A server was installed in the LAN, which should show on the Internet.

Answer: If your access is protected by a network firewall, ordered as a supplementary service, the connections from the Internet to the customer are prevented. Therefore, public servers that show on the Internet cannot be used on the access.

Problem: Internet connections do not work on any workstation.

Answer: Check the connections between the customer modem and the LAN hub (or switch), and that the power supply to the devices is in order. Check that the line cable DSL on the customer modem is connected and that the Broadband light is on.


Question: How do I check the IP address of my workstation?

Answer: Select “Run” in the “Start” menu of your workstation, and enter “cmd” in the window that opens. Press “OK”. On the command line of the window that opens, enter: Command: ipconfig/all Press Enter. The IP address of your workstation is displayed on the line: ”IP Address…”.

Fixed IP address

Problem: I have defined a fixed IP address on my workstation, but Internet traffic is not working.

Answer: Internet traffic will not work if you have set a fixed IP address in the TCP/IP settings of the workstation. Internet traffic only works to the IP addresses that Telia has distributed. The fixed, public IP add-resses are distributed from Telia’s DHCP server on the basis of the MAC address the customer has given. In the Company Internet service, a fixed IP address is set in the SurfManager management service. No changes should be made for the TCP/IP settings of the workstation. See section 6.4: “Fixed IP address”.

Wireless Local Area Network, WLAN

Problem: The wireless LAN of the access is not working.

Answer: Wireless LAN is a charged supplementary service to be ordered separately. The wireless LAN hasprobably not been activated for your access. For more information, please see section 6.5: ”Wireless local area network, WLAN”


Problem: The wireless LAN service is in use on my access, but my workstation cannot find the ”TeliaInternet” LAN ID (SSID).

Answer: The coverage area of the wireless LAN under unobstructed conditions is a few dozen metres. The coverage area of the WLAN is shortened by wooden, brick, and concrete structures, as well as venetian blinds. Check that your customer device is placed in a central location in your office, with as short as possible a distance to the various workstations.

Problem: I have forgot the WPA encryption key of the wireless LAN.

Answer: You can go and check and, if need be, change the WPA encryption key of the wireless LAN in the Surf-Manager management service. For more details, please see section 8. “SurfManager® management and reporting service”.

Introducing or Removing a Network Firewall

Problem: I have brought into use / cancelled the network firewall service, after which the connection to the Internet no longer works.

Answer: Make sure the customer device has obtained a new IP address by restarting the device.

Problem: I have brought into use / cancelled the network firewall service, after which the connection to other devices (e.g. network printer) on the LAN no longer works. However, the connection to the Internet does work.

Answer: In connection with bringing into use / cancelling the network firewall service, all the IP addresses of your access change. If there is a device in your network whose network connection is not working after the introduction/cancellation of the network firewall service, check that the device is question has obtained a new IP address. It is normally enough that the device in question is restarted (power off and on).

Telia SurfManager®

Problem: The log-in window of the management service (SurfManager®) of the access is not shown by the Internet browser of my workstation.

Answer: Enter the address without the http or https initial part, and definitely without the www beginning.

Problem: I have lost the password to the management service (SurfManager®) of the access.

Answer: Please contact Telia’s Corporate Customer Service. It is a good idea to first check these matters before contacting Telia’s technical support: • Your operating system (Windows XP, Vista, 7, Machintosh) • Access identifier INYnnnnn (you can find the access ID on the customer modem) • The customer device has been switched off and on again.


11. Contact information / Specialist assistance

Contact information for Telia Corporate Customer Service:

General customer service for companies (mobile call charge/local network charge), tel. 020 693 693

telia.fi/Yrityksille/Asiakastuki

Telia’s User Support

If you need help with installing workstations and other customer equipment, you can call Telia’s User Support at 0600 15500 (local network charge / mobile call charge + €1.99/min, VAT 24%).telia.fi/yritys/tukitelia.fi

Telia Finland Oyj, Teollisuuskatu 15, 00510 HelsinkiRegistered Office: Helsinki Business ID 1475607-9

TELIA COMPANY INTERNET53a91ad1-427a-4439-b4a4-968909d2483b/... · Telia Company Internet service...

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