FAQ
SECTIONS
FAQ
Account Features
Q: How soon is
my dial-up account activated after I order online?
A: It takes less
than 5 minutes to activate your account once our billing system sends the
request to our radius servers.
Q: How do I
set up my account?
A: You can call
us at our support number for a walk-through.
Setting up your account does not require any special software. Most users are online within ten minutes of
calling support. If you signed up
online after hours, you can visit our support pages for the same exact
walk-through our technicians give you.
You can also download our dialer script to your machine and activate it
this way using just your username and password.
Q: How many
e-mail Accounts are included?
A: This depends
on your account type. The family package includes 5 total e-mail boxes. If you need to add additional boxes the
charge is $1.00/month per mailbox.
Q: Is
web-based e-mail available?
A: Yes, we have a
number of interfaces you can use. In
fact many customers just use their web-based email because it features an
address book and the ability to add signatures. Look for the web mail link on our website.
Q: Is E-mail
pop3 and smtp based?
A: Yes, our
e-mail servers are compliant with nearly any e-mail client. Clients supported are Outlook Express,
Microsoft Outlook 2000, Netscape Messenger and Eudora.
Q: What are
the limits on message size and mailbox size?
A: Five megabytes
per message size, and 6 megabytes per mailbox size. Larger mailbox sizes can be requested for clients using the IMAP
protocol. Contact Technical Support or
Sales with questions about adding imap to your account.
Q: Do you
block outgoing connections on port 25?
A: We have a
dynamic relaying system. If a user is
able to login via pop3, then the IP address they are connected to is allowed to
relay up for up to one hour. Outlook Express generally checks mailboxes every
30 minutes when you are online.
Q: Do you run
my e-mail through a virus scanner?
A: Yes, a
commercial virus scanner is used for all incoming e-mail. The virus identity files are updated every
24 hours automatically to insure the most up to date viruses are caught. Please note that many ISP’s charge extra
for this service while we do this for you at no extra cost.
Q: Do you
block ‘spam’ from getting into my mailbox?
A: We use the
real-time blacklist features of our mail server software. This allows our systems to block e-mail from
known mail servers on the internet who send out massive amounts of spam. However, we cannot block all spam if you
intend on giving your e-mail address out to third party websites who send you
e-mail. Our mail servers have reduced
the amount of spam received by most clients by 80% or better. The best thing to do is never give out your
regular e-mail name to anyone besides family and friends or business
associates. Sign up for a free hotmail
account if you sign up through websites or online memberships. This way your hotmail account will receive
the junk mail and your primary mail account will have no junk mail.
Q: How much
web space is included with my personal web page?
A: 50
Megabytes. Using over this amount is
minimal. We charge an extra $1.00
monthly per extra 50 Megabytes of space needed. 99% of users will never go over this amount. Monthly data transfer is limited to 500
megabytes.
Q: Can my web
page be used for commercial purposes?
A: Yes, you can
use it for commercial purposes.
However, we do not allow pornography, warez ( file sharing ) or any
illegal activity to be used for your personal web space.
Q: What kinds
of scripts are allowed ?
A: You can use
perl, php and C. The use of certain
perl options are disabled for security reasons such as Server Side
Includes. Standard hosting customers ( www.yourname.com ) will have full access to
perl, php, C, mysql, and more with full options enabled.
Q: Are web
statistics available?
A: Yes, but for
an additional one time setup fee of $5.00.
Domain hosting customers get web-statistics setup on the initial count setup.
Q: Are web
server logs available?
A: Yes.
Q: Do you run
game or internet IRC servers?
A: No, we do no
support the use of these. Both of these
are large system and bandwidth hogs.
Q: Do you
support usenet?
A: We currently
have an in-house news server, however we would recommend you use dejanews online for search capabilities.
News Accounts can be
obtained free online at http://www.deja.com
Q: What kind
of filtering software can I use for my computer?
A: Popular
filtering software is at netnanny.com.
We will be posting information about some other good filtering software
available.
Q:
How many simultaneous logins am I allowed?
A: You are
allowed one login per account. If you
have trouble signing on and you allow a different person to access your
account, chances are they are online using your account.
Q: What are
the max session and idle limits?
A: Max idle time
is 45 Minutes. Session Limits are 12
hours.
Q: Do you
offer in-home installation?
A: Yes. We can do
in-home installation for $50.00.
Additional time is billed at $50.00/hour in one hour increments. This service is available in Chico,
Oroville, and Paradise. Other areas are
available through third-party companies at higher rates. Please contact us for details.
FAQ
Network
Q:
What kind of connectivity to the internet do you have?
A:
We have T1 lines from Pacific Bell installed at our facility. Whenever network usage is at 70%, we upgrade
our circuits to accommodate more bandwidth.
Q:
What kind of routers do you have ?
A:
All of our routers are Cisco based. Our
core router is a Cisco 3600 series.
Q:
What kind of Dialup Access Servers are used?
A:
Ascend TNT Max access servers are used.
They are V.90 56K.
Q:
What kind of backup equipment do you have?
A:
We house an additional Cisco Router in case our primary equipment has
failure. We also have a John Deere 40
Kilowatt Diesel generator with automatic transfer switch. This allows us to always keep power to the
facility even in the face of power outages or blackouts. Generator running time is 30 hours.
FAQ
Support
Q: What
Support Hours are available?
A: The hours from
9:30a.m. – 7p.m. Monday Through Friday, and Saturday and Sunday from
12-4p.m. These hours will increase as
the customer base continues to grow.
E-mail support is available after hours until 10p.m. during the week.
Q: Do you
outsource your technical support?
A: No, staffing
consists of 2-3 people who are available for support through the week. All staff is in-house, so technical support
can also take care of any billing changes you would need to make. A personal relationship with each customer
is important to us.
Q: What issues
do you support?
A: Our support responsibility is to make
sure the services you've contracted for (a connection, email, web space) are
functioning correctly. Assisting you to setup your connection the first time is
important, as well as helping you to setup your connection if your computer has
crashed or has been re-installed.
Helping you
recover your system when a program you installed trashes your Windows system,
or helping you understand HTML tags is an unrealistic expectation and is
outside of our support responsibility.
As your ISP, we are not your computer school or free computer repair
shop. If you need advise on selecting a
company to fix or repair your computer, please contact support. We know a number of company’s who specialize
in PC repair and highly advise their service.
Q: Do you offer a toll-free number?
A: Yes, you can
use the toll-free number to contact technical support or Sales. The number is (866)359-4678. If you are locally in Chico, please call
(530)893-1715. Our network operations
center is (530)343-6777.
Q: Do you offer screenshots to setup
other programs on my computer?
A: Yes, we have a
comprehensive directory of screenshots to setup multiple e-mail programs,
change in phone numbers and more.
Q: Which Operating Systems do you
support?
A: Windows
95/98/2000/NT/XP/ME ; Macintosh OS 8 or higher, and even Linux! We have scripts you can download to setup
your connection in less than a minute. WebTV users and Sega Dreamcast
users can also use our services. Our support knowledge base has
information regarding operating system support.
Q: Do you have a system status page?
A: Yes, we have a system status page that has a history of problems in the past, as well as recent issues. This page also has a status of the key systems such as e-mail servers, web servers and radius servers. http://www.2interactive.com/network/status.php
Q: Why do you answer the phone '2INTERACTIVE' ?
A: 2INTERACTIVE, LLC is the parent company. 2INTERACTIVE provides a plethora of different services, from dedicated servers, co-location, hosting and enterprise mail server consulting services. In addition, 2INTERACTIVE, LLC is a pioneer in providing wireless internet services; and has nearly finished the wireless infrastructure project. See www.netghz.com for information on wireless information. It may be coming to a town near you! You can see company information about 2INTERACTIVE at http://www.2interactive.com/company
FAQ
Billing
Q: What
payment types are accepted?
A: We accept Visa, Mastercard and Paypal. If you are in the 530 area code, we will accept checks and money
orders.
Q: Why won’t
you accept checks / Money orders outside of the 530 area code?
A: It becomes increasingly difficult to collect payments from those
individuals who do not pay their bills when they are a great distance
away.
Q: How often
is my account charged?
A: Your account will be charged when you sign up for service. Your account will be billed every 30 days on
the date you signed up. If you signed
up on May 15th, then you would be billed on June 15th for
the following month. Credit Card
customers will have this automatically done.
A receipt will be e-mailed to the credit card customer upon billing. An invoice will be e-mailed to each customer
who pays by a method other than credit card.
Q: Are fees
refundable?
A: We have a 15 day money-back
guarantee.
Q: What are
your Activation Fees?
A: We do not charge Activation fees on any dial-up accounts. Setup and Activation fees are charged for
Digital Subscriber line accounts only.
Q: Why do
you not charge an Activation Fee for dialup accounts?
A: We don’t feel right about charging you for something that takes a
matter of minutes to do. Additionally
many users are capable and do configure their own computers when signing up
without our help or support.
Q: What if I
dialed the wrong telephone number and my phone bill is huge?
A: You are responsible to verify the number you are dialing is a local
number from your telephone. We bear no
responsibility in this matter. You
should always call the phone company (dial zero) and ask the operator if the
number you want to call is a long distance call from your telephone.
Q: Why did
you write such a large FAQ page ?
A: We want our clients to have all of the information they need
when ready to order our service. We also want to show our clients and
prospective customers that there won’t be any hidden charges. All charges for services are clearly stated
in this FAQ.