Frequently Asked Questions
Is there a free trial period?
No, on dial-up accounts, but there is a 10-day grace period. If
you cancel within the first 10 days of your account being activated
because you have connectivity issues, you will receive a full
refund of the subscription price. However, we will always try to
solve any performance or technical issues that you may have within
that 10-day period. If we were charging 23 plus dollars a month for
our service, then a free trial period, or a "1000 hours for the
first month for free," would not be an issue. But we aren't, and
never will. We did not elevate our pricing to cover such
"promotions."
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What happens if I want my money back after the
grace period?
If you decide that you want to terminate your service with
Family-Surf after your 10-day grace period has expired, and you
have purchased annual service then your account will be assessed a
$15.00 termination fee and converted to a month-to-month account.
You will then be refunded the difference. There are no refunds on
month-to-month accounts.
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Do you offer toll free 24/7 tech support?
Yes. And our phones are usually answered on the first ring.
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What does 24/7 E-Mail support mean?
All e-mail inquiries are answered within 24 hours, usually within
12 hours and sometimes, depending on the volume in queue, in real
time. The e-mail support system is monitored 24 hours a day,
7 days a week. E-mail support cost a fraction of phone
support and allows us to keep our cost manageable, which in turns
allows us to keep our service prices low.
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What's the difference between customer support and
technical support?
Customer support simply pertains to account info. You want to
change the credit card or checking account you have your
subscription on. You need to add a 2nd e-mail box to your account.
You want to change your password. These are typical customer
service issues. You also can report any network outages or
performance issues to customer service.
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What does your Technical Support cover?
Technical Support pertains to PC, software, hardware or operating
systems configurations that may apply to your internet
connectivity. We provide an on-line library of technical support
articles. Support issues of all kinds (customer and technical) can
always be addressed via our e mail support system.
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Why is my connection speed slow?
Connection speed is a direct by product of Quality of Phone
Service almost 100% of the time. Generally you will not increase
your connection speed by switching to another ISP. There are a few
factors that you can control however. 1). Check to make sure your
modem is set to connect to the internet at least at 56k or faster.
2). Make sure you have a good, preferably new, phone line run
between your computer and the main phone buss in your home or
business. 3). Make sure you have a modern 56k V.90 modem in
computer. These things will give you the best chance of maximizing
your connection speed.
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My town is listed on your site as a local call on
Network B, but the phone number listed is normally a toll call for me.
Which is it?
This network includes a number of what is known in the Telco
industry as FX #'s (foreign exchange numbers). These numbers are
data only numbers that are routed so as not to be a long distance
call from a specified local exchange to another specified local
exchange. We suggest prior to choosing one of these numbers that
you contact your local telephone service provider to determine
whether the access numbers in your area are toll free calls or if
you'll incur long distance charges. If you are unsure of a number,
simply call it. When the modem pool picks up, hang up. Then call
your local Telco and ask if that call was registered as a long
distance call. Your local Telco then should be able to confirm the
actual status of that number. It is important for all users to
understand that Family-Surf only represents that the numbers listed
on the Family-Surf site or provided to you through e mail support
are the dial in modem pool's access numbers. It is the end user's
responsibility to verify whether a call to a given number is a toll
call or a local call.
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I've signed up for service and want my 2nd e mail
account. How do I get it?
Simply e-mail your desired parameters (user name and password)
for the e-mail box to . If the user name is available, the 2nd account
will be set up within 24 hours. If it is not, you will be
contacted for another choice.
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I just signed
up and want my personal web space. How do I do that?
We offer 5 megs of space on our subscribers. To signup for the 5
meg space, simply call our customer support number, 1.877.262.1397,
or drop us an e mail at .
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