Primus Business Services - Help Center
DSL Internet FAQ
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Must I use PPPoE?

With a router DSL package: If the plan that you have with Primus includes a router, you do not have to install the PPPoE package on your computer. Your PPPoE connection is maintained by your router.

Without a router DSL package: You will need to install a PPPoE client on your computer to be able to use your DSL connection.

PPPoE (Point-to-Point Protocol over Ethernet) is a specification for connecting multiple computer users on an Ethernet local area network. The PPP protocol information is encapsulated within an Ethernet frame. Basically, your IP address is leased when you log on with PPPoE software using a username/password combination. Also, PPP over Ethernet provides a major advantage for service providers by maximizing integration with - and minimizing disruption of - service providers’ existing dial network infrastructures. Through tight integration with existing back office automation tools that ISPs have developed for dial customers, PPPoE enables rapid service deployment and cost savings. From authentication, accounting and secure access to configuration management, PPPoE supports a broad range of existing applications and services

How do I know if my DSL service is activated?
Customer service will give you an activation date. You can pretty much rely on it. When that date comes and you’ve installed all your hardware and software, you have to attempt to connect to the service and see if it works. Power on the modem and wait 30 seconds for it to warm up. If the Line Sync light becomes steady green (and not flashing), then the connection is working.

Can I protect my DSL phone line with a surge protector/UPS?
Surge protectors interfere with the DSL signal and should not be used to protect the telephone signal. This doesn’t affect the protected power outlets available on the strip. You can protect the electrical component of your system, just not the telephone line.

I have an alarm system in my house. Will my DSL work?

DSL will work if you put a filter on the alarm system.

Your alarm system uses your phone line in order to send signals to your alarm company. Ensure that you put a telephone line filter between your alarm system and the phone jack it is connected to. If there is no phone jack and the alarm system is permanently wired into your phone line, call your alarm company and ask them to send a technician to add a phone jack so that you may plug in your DSL filter. Note that your alarm company may charge you for the service call.

If I move but keep the same phone number, will the DSL service follow me to my new house?
No. The DSL service is associated with your phone line, NOT the phone number. If you move, you will need to contact Primus Customer Service and advise them of your move, your new address and let them know that you would like to move the DSL service to your new address. They will need to put in a request to provision your new line with the DSL service. This could take 7-10 business days.


Can multiple computers share a DSL connection?

Without a router: These service plans are not designed to support multiple connections. It is possible to have multiple computers share the DSL connection but Primus Technical Support will not offer any assistance in this area.

With a router: Yes it is possible to have multiple computers share the DSL connection. For the 1.5 Mb Pro ADSL plan and 3.0 Mb Pro ADSL plan, the customer is responsible for configuring the computers on his LAN while Primus will configure the router as well as the access lists on the router.

How does DSL service work?

DSL uses the same copper wiring as regular voice telephone service. DSL equipment at each end of the line transforms the telephone line into a high-speed digital connection. The DSL provider is the telecommunications company that supplies the DSL portion of your high-speed Internet access. The Internet service provider (ISP) adds the Internet Protocol (IP) networking services that ride over the DSL connection. If you are using ADSL, your DSL service runs over the same telephone line as your voice service. The data service is split off from voice service at the CO. Your voice communications goes to the telephone network and the data goes to the DSLAM (DSL Access Multiplexer) of the DSL provider and on to the ISP. COs house DSLAMs, which consolidate data traffic from individual DSL connections into large high-capacity backbone networks (like the ATM (Asynchronous Transfer Mode) that Primus is currently building.

In the case of an ISP like Primus, we need access to copper wiring, which the Telco has mountains of. ISP’s need to lease the copper wiring from the client’s home to it’s point of presence or from the client’s home to the CO, which would entail renting co-location services. With the rules insuring competition in the Telco and Internet markets, Bell Canada must open its lines to competition.

What is the top speed that my connection can support?
Primus provides DSL service up to 6mbps download and 800kbps upload speed. Of course the actual speed limit is dictated by the type of plan that you have purchased from Primus. Other factors which can dictate speed will be your distance from the Central Switching Office (CO), copper line quality, and other internal wiring factors at your premesis. Sometimes Primus may not be able to provide the full speed due to these conditions. In all cases Primus will do everything possible to provide you with the maximum line speed, however sometimes adjustments may need to be completed to maintain line stability. 

Security Concerns

Is my computer safe from hackers / viruses while I’m connected through DSL?

People who make the jump to broadband often leave themselves open to online prowlers, hackers and identity thieves. In the old days, a computer with weak security was vulnerable only during the short periods it was on the Net. But with “Always On” broadband service, it’s like leaving a door wide open around the clock. So how do you protect yourself?

The solution is to develop safe Net habits: Don’t open attachments you aren’t expecting, especially when they come from people you don’t know. Use anti-virus software and install a firewall on your computer, especially if you have a broadband connection. A firewall keeps the Internet from peeking into your computer and your computer from reaching out to the Internet. You decide which programs, such as your e-mail package, get free access.


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