- Can I still use filtered Interenet service when I travel?
- Can I use a different e-mail program?
- Can I use a different browser than the one supplied?
- Can I use a newer browser than the one that came on my CD?
- Can I use ICQ, AOL Instant Messenger, etc.?
- How can I sign up?
- How do I get the web space that comes with my account?
- I keep getting "Invalid Login" messages, but my password
is correct!
- Since a Dial-Up Number for my area is not listed, what can I do?
- What do I do if there is a billing problem?
- What does unlimited access mean?
- What should I do if I lose my password or User ID?
- When can I start using filtered Interenet service?
- Where can I find a Glossary of Internet Terms?
- Where can I get a list of your local access numbers?
- Why can't my 56K modem get a 56K connection?
- Why won't my 56k modem connect above 28.8
- Why won't my new computer/modem work?
Q: Can I still use filtered Interenet service when I travel?
A: Yes, however to avoid long distance telephone charges you will
need to select a dial-up number which is local to the city in
which you travel. For a list of the cities with local numbers,
click here. Or, if you have software
version 6.02 or greater, you can click "Configure",
then "Number" from the Control panel to automatically
change the number in your computer's dialer. Note: The software
version will be printed on the software installation CD. If you
do not have software version 6.02 or greater, you may download
it. You may also request a CD by e-mailing us us at request@711.net,
or call 1-800-514-4601 and we will promptly send it to you at
no charge.
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Q: Can I use a different e-mail program?
A: Sure. Just make sure it has the proper settings as shown on
our support page (E-mail Setup). Of course, if we didn't supply
the program, there is no way we can answer questions about it.
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Q: Can I use a different browser
than the one supplied?
A: Yes, you can use any browser that will permit our proxy settings.
Normally you can upgrade your browser to a newer version without
it losing any of the settings, however if you are using Netscape
browsers older than version 4.5 and would like to upgrade to a
newer version of Netscape, it will be necessary to uninstall your
existing browser before installing the new browser (to find out
the version you have, open your browser and click Help | About
...). Also, if you want to change browsers you will need to visit
our support page to set up your browser properly. - Click
Here
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Q: Can I use a newer browser than the one that came
on my CD?
A: Ordinarily, Yes. One result of having custom software duplicated
on CDs is that it will be out of date as soon as a newer version
is released. We try to use the newest versions of software available,
but sometimes we are still using a CD with the previous version
when a new one has been released.
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Q: Can I user ICQ, AOL Instant Messenger, etc. with
your filtering service?
A: Yes.
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Q: How can I sign up?
A: 1. Call us at 1-800-514-4601 and a CD will be sent
to you. It will install the software and connect you to the secure
signup server to establish your account.
2. If you presently have Internet access you can sign
up now.
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Q: How do I get the web space that comes with my
account?
A: All dial-up accounts come with 5 MB of space to store your
personal Web site. You can go to MyAccount
and activate your web pages.
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Q: I keep getting "Invalid Login" messages,
but my password is correct!
A: The "Invalid Login" message tells you to check your
password and try again, but you will get the same error if your
login name is not correct. Here are common errors and their solutions:
Incorrect
login name: Remember, you need to include @ispbrand.com after
your login name (e.g., if your login is joeuser then for your
login name -- for the dialup connection only -- is joeuser@ispbrand.com).
The login name must include @ispbrand.com so joeuser@ispbrand.com
is correct.
Incorrect capitalization in login name or password: Your login name MUST
be all in lower case (small) letters. Your password is case-sensitive.
It will normally include both capital and small letters (and numbers
too), and the correct letters must be capital or small.
Spaces in login name or password: There may not be any spaces in your login
name or in your password. Sometimes the first character in the
login or password area is a space. In this case it can be very
hard to tell if there is a space there or not. If you are not
sure, backspace all the characters out of the area and re-enter
the login or password correctly.
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Q: Since a Dial-Up Number for my area is not listed,
what can I do?
A: Our filter only service is available
for users without local access numbers. Learn more about our Filter
Your Internet (FYI) service now.
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Q: What do I do if there is a billing problem?
A: You can manage billing issues such as changeing your credit
card number andchecking the status of your account at MyAccount.
For further questions you can contact customer service at 1-800-5144601.
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Q: What does unlimited access mean?
A: A subscriber continuously and "interactively" using
the service will not be limited to an arbitrary amount of time,
but this is not meant to convey a 24 hours a day, 7 days a week
connection. All accounts have a fifteen minute idle-timeout feature
that clears the line for "active" users when any subscriber
is NOT "actively" online. This is intended to provide
network efficiency for the benefit of all subscribers. Please
note that accounts exceeding 150 hours per month, shall be subject
to excess usage charges at the rate of $.50 per hour. You may
learn of your current usage at MyAccount.
See our policy page.
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Q: What should I do if I lose my password or User
ID?
A: Call us at 1-800-5144601 and we will provide your password
upon verification.
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Q: When can I start using filtered Internet service?
A: When you receive your software and install it.
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Q: Where can I find a Glossary of Internet Terms?
A: A list of Internet terminology can be found on Glossary
of Internet Terms.
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Q: Where can I get a list of your local access numbers?
A: Click here for a list of Local Access
cities. Prefixes of the actual number are purposely left out.
If you need to know the actual numbers, you may call us at 1-800-5144601.
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Q: Why can't my 56K modem get a 56K connection?
A: Various factors can contribute to this. These include the fact
that even a new modem may not have the newest "firmware"
(internal modem software) or may require some special settings
(the initialization string) in order to get a better connection
speed. There are other reasons, as well:
Originally the FCC would not allow more than a specific amount of electrical
power to be placed on the phone line, which resulted in a theoretical
maximum modem connection of 53K under perfect conditions. In late
1998 that restriction was increased to permit 56K theoretical
speed. However, many factors affect the actual speed of a modem
connection.
For one thing, the speed your modem reports is not always your true connection
speed. Using initialization strings, the modem can be made to
report its theoretical maximum capability (usually determined
by a software setting on your computer, and normally set to 115,200
bps). This information is practically useless, as it tells you
nothing about the current connection.
The initialization string can be set to report the connection speed. However, it
is common for modems to "retrain" (adjust their speed
after the initial connection) to a new speed. Unfortunately this
speed is commonly slower than the initial connection speed.
If you have the latest firmware and a correct initialization string, the primary
cause of connections that are slower than they should be is the
phone line between your location and ViaFamily's modems. In almost
all cases ViaFamily's modems are located at (or very near) the
telephone company central office. You may not have such a fortunate
location. Distance from the telephone company central office plays
a big role in deteriorating speed. Also the quality of the phone
lines, line noise, the presence of electrical interference, the
quality of switching equipment, etc., all can affect your speed.
People are also sometimes surprised to learn that their call to
ViaFamily's local number does not necessarily travel the same
route every time they dial in. The route can also impact the speed.
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Q: Why won't my 56k modem connect above 28.8
A: When considering connection speed there are several things
that play a vital role in the speed at which you connect. Here
are some of the more common things that determine speed of connection:
1- Does your modem have the latest firmware upgrade (see: "Where can I
find out more about my modem drivers/settings?" to obtain
the latest firmware websites for your modem.)?
- Connection speed may be affected by the quality/age of your phone line. Just
like all other wiring; poor quality and older wire will greatly
hamper the signal going across the line. Phone lines usually contain
"noise" which interferes with the signal from your modem,
thus hurting your connection speed.
3- Initialization string changes. This is data that your modem sends across the
line to tell the receiving modem it's speed and type. The following
websites contain information on initialization strings.
http://pmr.infinet.net/modems/
http://modemfaq.home.att.net/
http://www.modemhelp.org
http://modems.rosenet.net/or/is.html
http://808hi.com/56k/
** These are
not initialization strings that we have tested or that we recommend,
but we have found these pages useful in the past when all other
steps have failed. **
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Q: Why won't my new computer modem work?
A: Most new computers are currently (late 1998) shipped with 56K
modems that meet the new V.90 standard. This standard attempted
to allow two very different kinds of 56K modems (X2 and K56flex)
to communicate with each other at high speeds (see the FAQ "Why
can't my 56K modem get a 56K connection?").
At the same time, telephone lines and switching equipment is often not designed
to accommodate high speed data transmission. In fact, in many
parts of the country the local phone company will only *Guarantee*
speeds of 9600 bps on the line -- even though you may get a much
higher speed.
Consequently, there are (at least) three separate things that will affect a
connection with a 56K modem. These are your modem, ViaFamily's
modems, and the phone lines in between those modems.
Although you may have a new modem, in order to get the best possible connection
your modem needs the very latest software to run it (called "firmware").
This can usually be downloaded from your modem manufacturer's
web site. If your modem has been stored on the shelf for even
a few weeks the firmware may be out of date. Also there are some
modems that require additional settings (called "initialization
strings") to help them to function properly. The particular
setting required may depend on the type of computer in which it
is installed, and type of modem you are trying to connect to.
Any problems with firmware or initialization strings can prevent
you from connecting, from staying connected, or inhibit the connection
speed.
ViaFamily's modems are all V.90 modems, with the latest software from the
manufacturers (we use 3 different manufacturers, two of which
supplied K56flex modems before the upgrade to V.90 and one was
X2), to give you the best possibility of a good connection.
The phone lines are outside the control of either ViaFamily or you. You
will ordinarily have what is called an analog phone line to your
home. To get 56K you must make a digital connection, ViaFamily
has all digital lines coming to its modems. The phone company
equipment switches your analog connection from your home to a
digital connection before it gets to ViaFamily. However, if there
is more than one analog-to-digital or digital-to-analog switch,
the 56K connection will be defeated. Also line noise (or other
interference) and your distance from the phone company central
office will affect your connection.
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