Customer Support

Migration Support Center: Frequently Asked Questions

The majority of your questions can be answered by reading the information below. If at any time you require additional assistance, please contact Customer Support at 1-800-455-5546.

Why is DSL.net moving my service?
DSL.net performs network maintenance and grooming in order to run the most efficient network possible. In our continued effort to provide you with the best possible service, DSL.net has expanded its network availability in your area which will allow us to service your business directly on the DSL.net network. The benefits of being serviced directly on our network allows us to have better visibility, greater control and expanded product offerings, such as integrated voice and data.

When will this transition occur?
If you have received the Network Transition Announcement, your order is in process. You should expect an e-mail notification of the new circuit delivery date within 5 to 10 business days. The actual circuit delivery date will occur about 5 to 8 days following the e-mail notification.

Will I still be a DSL.net customer?
Yes, DSL.net will continue to be your broadband service provider

Will DSL.net continue to bill me for this service?
Yes, DSL.net will continue to invoice you for your services and there will be no change to your monthly recurring charge.

What type of router will I be provided?
T1 customers will be able to reuse existing equipment. SDSL and IDSL customers will receive a new bridge or router depending on what they are using today.

Will I need to change IPs?
No, there will be no change to your existing IPs for most customers. If you are transitioning from a bridge to a router, DSL.net will assign a WAN IP to support the routed configuration.

Will I experience any down time during this transition?
There will be minimal down time during this transition provided you transition your LAN connectivity when our technician is onsite as they will be on the phone with us and we will be able to resolve any problems at that time.

What should I do if I cannot make a scheduled appointment?
Please contact DSL.net at 1-800-455-5546 if you need to reschedule a dispatch. You must provide at a minimum, 1 full business day notice, if you need to re-schedule a dispatch. Failure to do so will result in a $99 missed appointment charge.

What happens if I choose not to move my service?
This change is required for all DSL.net customers in your area. Customers that do not move are subject to the terms and conditions of their DSL.net Service Agreement.

Will this transition impact the enhanced services that DSL.net is providing me such as e-mail, web hosting, firewall, VPN?
There will be no impact to your enhanced services. All other services will remain intact.