FAQ
1) What is ADSL service about?
Short for asymmetric digital subscriber line, ADSL is a type of DSL broadband communications technology used for connecting to the Internet. ADSL allows more data to be sent over existing copper telephone lines (POTS), when compared to traditional modem lines. You may use Internet and voice at the same time. ADSL requires a special ADSL modem and subscribers must be in close geographical locations to us to receive ADSL service. Typically this distance is within 3 Kilometers. ADSL supports data rates of from 2 to 24 Mbps when receiving data (known as the downstream rate) and from 256 Kbps to 2 Mbps when sending data (known as the upstream rate).
2) What does download and upload mean?
Download is to receive data from other devices to your own device. However, upload is just the opposite, whereby you are sending data.
3) What is MB and GB?
MB (megabyte) and GB (gigabyte) are measurements of storage in devices. Typically used to measure Memory (like Random Access Memory aka RAM) or storage (hard drives, thumb drives, etc). Furthermore, GB is bigger than MB (1 GB=1,024MB).
4) How much is it to connect to ADSL internet?
To connect to ADSL internet is free of charge.
5) What are the areas that you have coverage?
Please, see the link for our ADSL coverage area http://www.avirtel.az/en/area
6) I would like to learn ADSL internet tariffs.
Monthly subscription fee is defined according to selected speed and internet package. You may get information about speed and tariffs from link below: http://www.avirtel.az/en/cat/avirnet-adsl-qiymet-ve-tarifler
7) Is static IP included?
No, static IP is not included. It's an additional feature
8) What is the difference between Business ADSL and Standard ADSL?
Business ADSL packages are for corporate business customers while Standard are for Individuals.
9) How long will it take to deliver the service?
The delivery of the service depends on the location and technical possibility.
10) When should I make payment for later months after connecting to internet?
According to the contract monthly fee must be paid till the 3rd of each month.
11) Which way can I make my internet payment?
Payment methods: MilliÖn, GoldenPay, AzeriCard, Hesab.az, EasyPay, e-Manat, ExpressPay, Kassam.az or directly to headquarters of Avirtel (50C M.Araz st., Narimanov dist., Baku).
12) Are any discounts considered in case of prepayment?
Yes, we have special discount packages. For more information go to the link http://www.avirtel.az/az/news-id-34. Discounts may be regulated in a different way during special campaigns.
13) How can subscriber check his/her balance or debt?
You can check his/her balance via Personal Cabinet or applying our Customer Services Operators via http://helpdesk.avirtel.az/open.php?&lang=az 24/7
14) How can I change my tariff?
You can change your tariff by addressing us via http://helpdesk.avirtel.az or calling 176, 24/7.
15) I will not use internet for a while. Can I temporarily block internet?
Yes, you can. You can remain our subscriber, paying 3 manats for maximum 3 months.
16) What should I do to reconnect temporarily blocked internet?
You can use internet by paying your monthly fee.
17) I connected in the middle of the month. Should I pay for the whole month?
If you connected in the middle of the month, you should pay only for the rest of the days till the end of that month.
18) Do you help us with technical problems?
Yes, we do. If technical problems occur, you can address to our customer services operators. If problem occurs from our side, we will solve it free of charge.
19) For how many months non-payment is subscription terminated?
Subscription is terminated if you don't pay for 1 month.
20) I applied for a certain speed, but I am not getting the speed which I have applied for?
Actual speed may be less than maximum transfer rate due to customer line length, line condition and other factors. Speed varies depending on the line quality and distance from the exchange.
21) Why does ADSL Disconnect?
There are many factors: such as unpaid bills, wireless connectivity problems if you are using a wireless connection. For support, you may call Call Centre at 176
22) Why is my speed slow?
We at Avirtel are determined to provide all our customers with the best possible broadband experience, however there are certain factors which impact the actual speed such as: telehpony line quality, distance from CO, Internal wiring in your building, the firewall configuration on your PC, location and type of content, and distance from WiFi access point.
23) Can you provide a customized upload speed for ADSL Service?
Unfortunately, we do not provide this service. ADSL technology does not provide you the same speed for the download and upload speeds.
24) What are the differences between Fibre and ADSL?
ADSL is a way of using a pair of copper wires which is normally used for a phone line, to transfer high volumes of data. The copper wires were only originally designed to carry a phone call.Fibre optic cables are especially designed to transfer high volumes of data. They are made of glass, not copper wires.
Speeds achieved on Fibre can be as high as 100Mbps download, up to 8Mbps upload. Naturally speeds can vary depending on accessing files locally or internationally .
25) Who should I contact if I need technical support?
For technical support you may either call Avirtel Call Centre 176, or apply us via helpdesk http://helpdesk.avirtel.az
26) How much are ADSL modems?
You may get information about modems and other products via http://www.avirtel.az/en/shopping
27) How can I connect to high speed internet?
You can connect to high speed internet service via your landline. Your telephone prefix must be within our coverage area.
28) What should I do to connect to the service?
You can connect to the service by applying online via the website of the company - http://avirtel.az/, coming to our headquarters or regional representatives.
29) Which documents are required to connect to the service?
For individuals - ID card of the person to whose name the phone number is registered and of the person who came to conclude a contract; for legal entities – official data of the company, signature of official who will sign the contract and stamp of the company. Contract is concluded based on these documents.
30) How much is connection fee?
Connection to and installation of the service is free of charge.
31) How many days does it take to connect to the service?
Connection is carried out during 3-5 working days after the contract is concluded.
32) When do I have to pay for the service?
Payment for the first month is made before connection, for next months till the 3rd day of each month.
33) I have concluded a contract with you. How can I know if internet is provided on my phone line or not?
Your modem must be on. After your phone line is connected to our equipment in the corresponding PSTN, your modem will be authenticated and an SMS will be sent to your mobile phone about availability of your internet.
34) How can i contact with customer service agents (CSA)?
You can contact with CSAs through dialing direct 176 from Baku and all the mobile operators and 012176 from other regions of Azerbaijan, 24/7. You can also contact with CSAs appealing online via Avirtel’s website - http://avirtel.az/.
35) Which parameters have to be set up in the modem?
Type of connection: PPPoE; Mode: Auto (or ADSL2, ADSL2+); VPI: 0, VCI: 33; User name: 7-digit landline number; Password: Your password;
36) Is it possible to connect several PCs with one ADSL connection?
You can connect as many PCs to internet as possible by using network distributing equipments (switch, access point).
37) Phone line indicators are good but internet is slow.
Modem’s software needs to be updated. Anyone can break the WIFI password. This occurs mainly with TP-link modems. You can learn how many people are connected to WIFI from status of modem. This problem cannot be solved by changing WIFI password. To solve this problem, you need to enter Mac filter inside modem and save Mac address of laptops, telephone, tablet etc. in Mac filter. In this case, the person breaking the password will not be able to connect to the internet.
38) What are your DNS servers?
85.132.54.10 85.132.55.10 85.132.56.10
39) What is maximum speed?
If your phone line parameters are in accordance with accepted standards, maximum download speed may be up to 10124 kb/s, upload speed up to 2048 kb/s.
40) How far must be maximum distance from PSTN?
Maximum distance from PSTN must not exceed 4 km.
41) What is my log in and password?
Your log in is your landline phone number, your password is indicated in the Subscriber’s contract.
42) Internet often freezes and I cannot use internet. Who should I appeal?
You should contact with our CSAs. If problem is related with your phone line, you can contact with PSTN and ask to control your line.
43) I have connected to internet but when I use a paralled stationary phone internet drops out.
You have wrongly connected splitter. Phone and fax sets must be connected after splitter.
44) All the lights are on, but internet does not work. Internet is available in the modem, but not in my PC. What is the reason of the problem?
Problem may be related to you network card, web browser or other things. ISP does not bear responsibility for such kind of problems.
45) WIFI connection does not work. What is the problem related to?
You have to check connection of WIFI device. Button on the WIFI device or operational system itself may be switched off. If you are sure about connection of wireless device, then you must search wireless in the system. Finding your modem in the list of search results, you should connect to it. If it asks for a password, enter your security password. If you have problems with your password, please contact us.
46) Is it possible to use fax after connecting to internet? Will the quality of telephone connection change?
Telephone (or fax) will continue to work as before. Working of internet and telephone over the same line is possible due to usage of individual frequencies. ADSL splitter is used for distribution of frequencies. Splitter is installed and telephone line, telephone (or fax) and modem is connected to it. If telephone is connected to internal PSTN, splitter and modem is connected before the PSTN.
47) Ping is high in online games. I need to decrease ping time to play online games without problem.
We can offer fast regime with GDMT module. In that case PING time will decrease. However, to prevent drops out, your telephone lines must correspond to standards.
48) What is an IP Address?
An IP address is a unique identifier that is assigned to your modem when it's trying to connect to the internet. Once connected, the modem is assigned a public IP address. This IP address was dynamically chosen through Dynamic Host Configuration Protocol (DHCP), meaning that it was assigned to your modem randomly from a large pool of numbers. IP addresses can also be assigned staticly, meaning that the IP address has been assigned specifically in the network and in your device for you to use so it never changes. If your device is connected to a router then it will be assigned a private IP address by the router.
49) What is the difference between Public and Private IP addresses?
A public IP is one that is assigned by a network and is able to be seen on the internet. Your IP address is tied to many (if not most) of the things you do on the internet and can be used to identify what general location you are at, as well as the company that is providing the internet service. This is because blocks of IPs are assigned to ISPs (Internet Service Providers) by the governing body called American Registry for Internet Numbers (ARIN). These blocks are then broken up and used for a variety of purposes including one being assigned to your modem so your devices can connect to the internet. A private IP address is one given to your device when it connects to a private network, such as if your device is connected to your home router. Private IPs are not viewable on the internet in general. It is specific to your network and is managed by the router you are connected to. These generally start with 192.168.0.0 unless they are changed by a network administrator to something else.
50) What is the difference between Dynamic and Static IP addresses?
A static IP address is a number that is assigned to a user by an Internet service provider to be its permanent address on the Internet. A dynamic IP address is used for the duration of that Internet session. Once the user disconnects from the Internet, their dynamic IP address goes back into the IP address pool so it can be assigned to another user. Even if the user reconnects immediately, odds are they will not be assigned the same IP address from the pool. This does not fit people working with statistic numbers and having installed security cameras. In contrast to Dynamic IP, address remains unchanged in Static IP. Static IP addresses are ones that are assigned specifically to you in the system so no one else can use it. When your device tries to connect to the internet, instead of asking for an IP to be assigned to it dynamically, it asks the system to use the specific IP that it is set up with.
51) How much does monthly fee of Static IP cost?
Monthly fee for Static IP is 5 AZN.
52) What are the ways to make payment for the service?
You can make payment for the service via internet, pay points, banks, customer services, dealer points and payment cards.
53) Which standards must the landline telephone performance meet to use ADSL service without problem?
There are accepted standards for ADSL. Line parameters must meet these standards. These parameters defines the performance of your line. SNR Margin - Signal Noise Rate; Till 7 db – synchronization is lost. Low quality line; 7 db -10 db – drops out possible; 10 db – 20 db – normal line; 20- db – 29 db – good line; More than 29 db – excellent line. Line Attenuation – ADSL sygnal becomes weak; Till 20 db – excellent line; 20 db – 40 db – normal line; 40 db – 50 db – drops out possible; 50 db – 60 db – synchranization is lost; More than 60 db – equipment will not function. You can control SNR margin and line attenuation in the settings of modem.
54) How to terminate subscriber contract concluded with Avirtel?
You must appeal to Avirtel Office or regional representation 1 month in advance to terminate subscriber contract concluded with Avirtel.
55) What does ONU mean?
ONU is a sub-PSTN.
56) DSL light is on, but there is no internet access.
Either modem settings are broken or you need to restart modem.
57) Who is responsible for the problem in subscriber’s telephone line?
Corresponding PSTN is responsible for telephone lines.
58) ADSL indicator keeps blinking.
This problem occurs due to 2 reasons: 1. if parameters of telephone line do not correspond with norms 2. if splitter is damaged
59) How do I know what speed is supported by telephone line?
You can check your speed support by telephone line in the status part of modem page.
60) I changed my modem and reinstalled, but there is no internet sygnal.
In such a case, old MAC must be updated and new one assigned to the modem.
61) ADSL light is on, but internet access is unavailable.
In such a case modem’s settings are wrong. Modem must be reset.
62) How can I learn my IP address?
You can learn your IP address from modem interface status
63) Internet is not available on PC, but it is available on mobile and Tab. What is the problem related to?
This problem arises due to deletion of IP addresses. In this case, IP addresses in the Ethernet card of PC must be assigned as static. A specialist from Avirtel logs in to subscriber’s modem and writes DNS addresses or subscriber himself/herself logs in to the modem (192.168.1.11 => Login:admin=> Password:admin), makes changes in DNS addresses and writes our DNS addresses: 84.132.54.10; 85.132.55.10
64) Which parameters must be set up to connect to the internet?
To connect to internet, username provided by provider, password, VPI and VCI must be configured.
65) Why internet disappears when parallel phone is used?
You must use a separate splitter for each phone, while using a parallel telephone. If internet drops out, the reason is either any of the splitter doesn’t work properly or wrongly installed. If splitter is installed properly and still does not work, subscriber is adviced to connect without splitter.