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We want your Internet experience to be easy, useful and fun. If, for any reason, using the Internet or your email becomes cumbersome due to excessive pop-ups, slow speeds or other trouble, contact one of our tech support specialists. All tech support are toll free numbers and free of charge. Try our NEW eSupport!

Here are some pointers before calling Tech Support. Or check out the tips and FAQ below to see if we can answer your question.

Please be prepared when calling tech support. Make sure that you are in front of the computer, the computer is turned on, and all relative information, such as error messages, is available. Tech Support can assist you even if you are not connected to the Internet.

Things you should know before calling tech support:

• Know your user name (the first part of your e-mail address). Ex: This e-mail address is being protected from spambots. You need JavaScript enabled to view it username: smith
• Know your password (for dial-up or email-only customers)
• Know what brand and model of computer you have. Ex: Dell Inspiron 530, iMAC, etc.
• Know what browser you are using. Ex: Internet Explorer 5.0, Firefox 2.0, etc.
• Know what operating system your computer uses. Ex: WindowsXP/Vista, Mac OS 8/10,etc
• Know what e-mail software program you are using. Ex: Outlook Express, Netscape Communicator, Eudora, etc.
• Know what brand and model of modem you use. (The problem you are having may be due to outdated software controlling your modem.)
• Write down any error messages that may be appearing when you are online. Be at your computer with it on and running when you call tech support.

A few terms you may come across when talking with tech support or a computer repair-person:

• ISP - (Internet Service Provider) An institution that provides access to the Internet.
• PPP - (Point-to-Point Protocol) A scheme for connecting your computer to the Internet through a phone line.
• POP - (Post Office Protocol) A system by which a mail server on the Net lets you pick up your mail and download it to your computer. The POP server is the computer from which you pick up your mail.
• SMTP - (Simple Mail Transfer Protocol) The method which Internet delivers mail from one computer to another. An SMTP server is the computer to which you send your outgoing e-mail.
• Browser - A software program that is used to look at various kinds of Internet resources. The two most common browsers are Internet Explorer and Firefox

If you can not pull up a website or download e-mail try either or both of the following before calling Tech Support:

• Power Cycle your DSL Modem - Unplug your DSL Modem from the electrical outlet and let it sit for one minute. Reboot your computer and plug your DSL Modem back in.
• On Dial Up or on DSL, try rebooting to see if this takes care of the problem. (Always write down any error messages you are receiving)

We highly recommend keeping your software current, which can help keep your computer virus-free. Updates and patches are available and easy to install; but there are no alarms on your computer that will alert you when you need them. Instead, you will need to visit the websites of the software you own, including your platform software.
To update Windows with a patch or service pack go to www.windowsupdate.com. Upon visiting the homepage, your system will be automatically scanned for the recommended Windows update. Then, choose which patch you want to install; usually recommended.
To find updates and other fixes, you can also visit www.microsoft.com/downloads and click the Windows (Security & Updates) link on the Download Categories menu.
In place of having to manually keep your computer updated, we recommend SecureIT Plus. Not only is it a security software program, but it will also automatically install platform, spyware, virus and firewall updates.