Sage
Opening Script:
- Thank you for calling Sage Internet Helpdesk. My name is <name>. Can I have your telephone number please?
- Thank you for calling Sage Internet Helpdesk. Have a great day!
Windows Error: http://www.modemhelp.net/dunerror/dunerrorcodes.shtml
iTAPP: https://www.itapp.net/
Access Number Finder: http://popfinder.ipapp.com/
Procedures for Assisting Customers With Supported Technical Issues: KB Article (ID: 17821)
Sage Signup: KB Article (ID: 17415)
Sage Internet - Dialer Usage: KB Article (ID: 14150)
Dialer Installation - KB Article (ID: 17414)
Sage Internet - Dialer Usage and Installation of Web Accelerator on First Connection: KB Article (ID: 17417)
MODEM QUERY : KB Article (ID: 17789)
Manage User Account: http://myaccount.esagelink.com
**** Deactivate Internet Call Waiting: *70, phone #
I. Valid Callback Times for Sage Internet
II. Customers can perform signups by the following methods:
1. Users can call Sage customer service and have a Sage Internet CD sent to them. They can sign up by installing the dialer software contained on the CD.
2. Users who already have access to the internet can download the dialer software and use it to sign themselves up.
3. Users who cannot install the dialer (Mac OS, Windows 7 & users who do not have a functioning CD drive) can sign themselves up at signup.esagelink.com.
III. Users can call Sage customer service and be signed up over the phone.
* We can sign up the customer if all applies:
a. Completing the sign up at signup.esagelink.com
b. Configuring a manual dun.
c. Directing to and briefly explaining Webmail (no need to configure an email client)
d. Directing them to http://support.myhelpdesk.com/sagefaq (send link to webmail). This link should provide all information needed after sign up and successful connection.
Note: We can direct users to one of these methods, preferably #1. Any user who has further questions about signup should be directed to call customer service.
V. Here is the procedure to use if an end user is unable to answer the verification question on file.
Much of the troubleshooting for each error code remains consistent and can fall into the categories of Authentication, Dial-Up Number, Reboot, Modem In Use, and Line troubleshooting.
Below is a table outlining each group you should check for several common error messages. Note that some testing is not necessary, specifically issues which would prevent a line from connecting when you encounter an issue that only happens when you are connected. For example authentication issues do not require you to check whether the modem is in use.
The order of troubleshooting is denoted by the number.
Dial-Up Error
Authentication
Dial-Up Settings
Reboot
Modem In Use
Line
619 - The port is disconnected.
1
2
630 - The port was disconnected due to hardware failure.
1
2
3
650 - The remote access server is not responding.
2
1
3
678 - No answer & 676 - Busy signal
1
2
3
679 - Cannot detect carrier.
1
3
2
4
680 - No dial tone.
3
2
1
691 - Login failure.
1
3
2
718 - PPP Timeout.
2
3
1
4
Troubleshooting steps for each category follow.
Check Authentication
Dial-Up Settings
Reboot Computer
Address ISP
Opening Script:
Closing Script:
Description & History:
Service Plan Information:
Sign-ups & Cancellations:
Payment/Billing: All billing is processed through iTapp
Dialer Download : http://home.addressisp.com/addressisp-setup.exe
Technical Details:
Main Company URL
Internet Access / Signup URL's:
Tools for Dialup Number Lists:
Server Names:
Technical Details:
* Webmail - Not available
* Outgoing Mail Server (SMTP) Authentication Required? YES
* Number of Additional Email Addresses: None
* Mailbox Quota Per Address: 25MB
* Maximum Emails Sent Per Day: 150
* Maximum Number of Recipients: 150
* Maximum Attachment Size: 25MB
* Managing Additional Email Addresses: N/A
Billing Information:
Cognisurf
Description & History:
Note: Cognisurf customers CANNOT pay by Electronic Cheque or direct debit. Please do NOT set anyone to those options. You should only select one of the available credit card types in itapp.
Subscribers Plan
Note: Cognisurf customers CANNOT pay by Electronic Cheque or direct debit. Please do NOT set anyone to those options. You should only select one of the available credit card types in itapp.
Account Name
Price
Account Description
CogniSurf Lite
$7.95/Month
15 Hours Internet access per month (Each additional hour billed at $1 per hour), One E-mail Account, WebMail, Spam filter, Dial Up Software, Customer Support, Technical Support Not Included. (Starter tech support call is billed $9.95 for a first call and $2.50/minute for each additional call)
CogniSurf Basic
$9.95/Month
Unlimited Internet Access, 3 E-mail Accounts, Free Customer Service and Technical Support. All features above.
Cognisurf MAX
$14.95/Month
Unlimited Internet Access, 5 E-mail accounts, Web Accelerator, Free Personal Web Space, Parental Control, UseNet News and all services included in "Basic" plan.
Signups:
Cancellation:
Method of Payments:
Main Company URL: www.ld.net
URL: www.cognisurf.com
Webmail: home.cognisurf.com/webmail
Web Accelerator URL: http://home.cognisurf.com/cognisurfaccelerator.exe
Excel Canada
Description & History:
Service Plan Information: Excel Canada offers two service plans:
Account Name
Price
Account Description
MyExcel Basic Internet
$14.95/month (add GST)
$40.37/3 months (paid in advance, add GST)
$80.73/6 months (paid in advance, add GST)
Content Filtering - $1.50
E-mail Virus Scanning - $0.50 /e-mail
Additional E-mail Addresses - $0.50 /e-mail
MyExcelerated Internet
$18.95/month (add GST)
$54.01/3 months (paid in advance, add GST)
$102.33/6 months (paid in advance, add GST)
Additional E-mail Addresses - $0.50 /e-mail
Main Company URL: http://www.acninc.com/
Internet Access / Signup URL's: http://www.myexcel.ca/
Webmail: http://www.myexcel.ca/webmail
Excel Canada - Electronic Cheque Information
Excel Canada customers have the option of using their chequing account as a means of payment. This is done automatically via the Electronic Cheque billing option in ITAPP. This payment option requires the customer to provide us with three pieces of VERY important information:
Payment Method:
Cancelling the Account:
Note:
Light Year Communication
Email Server Names
Technical Details
Account Name
Price
Account Description
"Unlimited Access" (Check Agreement)
19.95/month
Dial up and email account
PacificNet
Description & History:
Service Plan Information:
Sign-ups & Cancellations:
Payment/Billing: All billing is processed through iTapp.
The following card types are accepted:
Server Names
Technical Details
*** Sign customers up over the phone or direct them to https://signup.pacificnet.net.
We do cancel accounts over the phone. Accounts can be cancelled by using iTAPP
Subaccounts which are cancelled are deleted from iTapp immediately.
Primary accounts which are cancelled are not deleted from iTapp, and can be reactivated at any time in the future if the customer changes their mind.
Account Name
Price
Account Description
Basic Plan
$18.95/month
$24.95/month
$39.95/month
$69.95/month
$99.95/month
$5.00/month
PacificNet DSL Cancellation Procedure
Quixnet
Technical Details
Server Names
Subscriber Plans
Price
Account Description
$18.95/ month
:: North American DSL Plan Information Price
Account Description
$39.95/month
**There is a $150 early termination fee if the plan is cancelled within the first 12 months.
:: North American Quixnet for Broadband Plan Informatio Price
Account Description
$6.95/month
Methods of Payment
Signup URL: https://signup.quixnet.net/
Quixnet - How to Save / Cancel a Quixnet Account
Sage Internet
NOTE: Users can sign up for an esagelink.com account here, provided they are a customer of Sage Telecom. However, we strongly encourage all users to sign up for Sage Internet using the dialer software.
Technical Details
Server Names
*** CD Installation Process: Please see KB Article (ID: 15143)
Signup URL
Sage Internet CD KB Article (ID: 15143)
VFW Online
Description & History:
Sign-ups & Cancellations: We can sign up customers over the phone
Payment/Billing: All billing is processed through iTapp
YellowStone
Description & History:
Service Plan Information: Yellowstone.net offers 1 service plan:
Sign-ups & Cancellations: Users can sign themselves up via http://home.myyellowstone.net/
Payment/Billing: All billing is processed through iTapp
iTAPP: https://www.itapp.net/
Access Number Finder: http://popfinder.ipapp.com/
Procedures for Assisting Customers With Supported Technical Issues: KB Article (ID: 17821)
Sage Signup: KB Article (ID: 17415)
Sage Internet - Dialer Usage: KB Article (ID: 14150)
Dialer Installation - KB Article (ID: 17414)
Sage Internet - Dialer Usage and Installation of Web Accelerator on First Connection: KB Article (ID: 17417)
MODEM QUERY : KB Article (ID: 17789)
Manage User Account: http://myaccount.esagelink.com
**** Deactivate Internet Call Waiting: *70, phone #
I. Valid Callback Times for Sage Internet
- Sage has requested that we only callback customer AFTER 8am or BEFORE 9pm in the customer's local time.
- The only exception to this would be if a specific time is arranged with the customer outside these hours.
II. Customers can perform signups by the following methods:
1. Users can call Sage customer service and have a Sage Internet CD sent to them. They can sign up by installing the dialer software contained on the CD.
2. Users who already have access to the internet can download the dialer software and use it to sign themselves up.
3. Users who cannot install the dialer (Mac OS, Windows 7 & users who do not have a functioning CD drive) can sign themselves up at signup.esagelink.com.
III. Users can call Sage customer service and be signed up over the phone.
* We can sign up the customer if all applies:
- They have a Sage Telephone number, account ID and Secret Q+A (Secret Q+A must have been valid the previous day.
- No available internet connection.
- Having any problems with the methods above.
- Note: prior to signup, we need to check if a dialup modem is already installed to their pc.
a. Completing the sign up at signup.esagelink.com
b. Configuring a manual dun.
c. Directing to and briefly explaining Webmail (no need to configure an email client)
d. Directing them to http://support.myhelpdesk.com/sagefaq (send link to webmail). This link should provide all information needed after sign up and successful connection.
Note: We can direct users to one of these methods, preferably #1. Any user who has further questions about signup should be directed to call customer service.
V. Here is the procedure to use if an end user is unable to answer the verification question on file.
- Verify they are the person who signed up for the account initially. It would be the person who created the account to set up their verification question/answer.
- If it is that person you are talking to, transfer them to customer service and move to step 3. If it is not, ask the caller to have the person who initially signed up for the account to call us in order to perform any account modifications.
*** Customer Service numbers can be located HERE ***
- Upon transferring the 'primary account holder' to customer service, they will be able to do further identity checks using billing and address information that we (Technical Support) do not have access to.
- Once their identity is verified with the Customer Service group, that same group will be able to reset/update the end users verification question and answer.
- The customer will then be directed back to us, which at that point they should be able to answer their verification question successfully and we can proceed with their requested account modifications.
Much of the troubleshooting for each error code remains consistent and can fall into the categories of Authentication, Dial-Up Number, Reboot, Modem In Use, and Line troubleshooting.
Below is a table outlining each group you should check for several common error messages. Note that some testing is not necessary, specifically issues which would prevent a line from connecting when you encounter an issue that only happens when you are connected. For example authentication issues do not require you to check whether the modem is in use.
The order of troubleshooting is denoted by the number.
Dial-Up Error
Authentication
Dial-Up Settings
Reboot
Modem In Use
Line
619 - The port is disconnected.
1
2
630 - The port was disconnected due to hardware failure.
1
2
3
650 - The remote access server is not responding.
2
1
3
678 - No answer & 676 - Busy signal
1
2
3
679 - Cannot detect carrier.
1
3
2
4
680 - No dial tone.
3
2
1
691 - Login failure.
1
3
2
718 - PPP Timeout.
2
3
1
4
Troubleshooting steps for each category follow.
Check Authentication
- Check account is Enabled in ITAPP
- Verify password in ITAPP
- Reset password in ITAPP
- Check for current connections
- Check login format for full e-mail address
- Check caps lock key
- Retype username and password
- Test account with VNC machine
Dial-Up Settings
- Test Dial-Up Number with your handset
- Only change Dial-Up Number if you were unable to hear the handshake when testing
- Only change Dial-Up Number if you were unable to hear the handshake when testing
- Verify Dial-Up Number with Pop Finder
- Check whether 10 Digit Dialing is required
- Check outside line dialing setting
- Setup a new DUN
- Try a new Dial-Up Number (Eliminate Dial-Up Number as cause)
- Test Dial-Up Number with VNC
Reboot Computer
- Reboot the computer
- Power cycle the modem (External only)
- Ensure that correct modem is selected in dialer/DUN
- Query modem
- Remove programs that may interfere (AOL Dialer)
- Test land line (Does it call people?)
- Disable call waiting (*70) (On DUN setup)
- Check voicemail/Eliminate stutter tone
- Plug modem directly into the wall jack (Remove splitters)
- Try a different phone jack
- Listen for static on line
- Try another telephone cord
- Disconnect other devices connecting to phone line (Phones, Fax, Alarms)
- Have caller call Dial-Up Number from handset, listen for handshake
- Try connecting from another location (Proves location issue)
- Have telco check for line noise
Address ISP
Opening Script:
- Thank you for calling Address ISP Premium Internet Technical Support. My name is <name>. Can I have your telephone number please?
Closing Script:
- Thank you for calling Address ISP Premium Internet Technical Support. Have a great day!
Description & History:
- Address ISP used to offer a Free dial-up service as well as a Premium Plan
- Free access was discontinued back in 2005-2006. If you ever get a question or inquiry about free service, refer the caller to email [email protected] or call 1-877-296-9163.
- We Support the Premium Plan which should apply to all remaining users who would call us for support.
- We provide both Technical and Customer Service support for Address ISP
Service Plan Information:
- Address ISP only offers one service plan:
- Premium Access - $9.95/month for unlimited dial-up access, one email account (with spam and virus filtering)
Sign-ups & Cancellations:
- Signups can be done online by either the customers or analysts at http://home.addressisp.com/cgi-bin/terms-and-conditions-20011010.cgi
- CDs are not available
- Cancellations are processed in iTapp
Payment/Billing: All billing is processed through iTapp
- The following credit cards are accepted:
- American Express
- Visa
- Discover
- MasterCard
Dialer Download : http://home.addressisp.com/addressisp-setup.exe
Technical Details:
- The downloadable Address ISP Software is currently only supported on Windows Platform.
- After installation, ensure that the customer selects the "I have a registered account" option in order to continue with the setup wizard correctly.
Main Company URL
- www.addressisp.net
Internet Access / Signup URL's:
- http://www.addressisp.net/cgi-mod/mi/welcome.cgi?nav=register_pay&cb=3961&user_name=&existing_email=&referrer=
Tools for Dialup Number Lists:
- http://popfinder.ipapp.com
Server Names:
- Incoming (POP3): mail.addressisp.com
- Outgoing (SMTP): mail.addressisp.com
Technical Details:
- Idle Timeout: 20 min
- Session Timeout: 4 hrs
- Monthly Hours: Unlimited
* Webmail - Not available
* Outgoing Mail Server (SMTP) Authentication Required? YES
* Number of Additional Email Addresses: None
* Mailbox Quota Per Address: 25MB
* Maximum Emails Sent Per Day: 150
* Maximum Number of Recipients: 150
* Maximum Attachment Size: 25MB
* Managing Additional Email Addresses: N/A
Billing Information:
- We support billing and other customer service related issues. All issues can be supported by using iTAPP.
- Users will be billed monthly on the first Monday following their billed up to date in iTAPP.
- If the user wants to know when they will be billed each month, inform them of the day of the month that their billed up to date is set to and tell them that they will be billed every month up to 7 days after their billed up to date.
- Example: If the user's billed up to date is 2007-11-15, the user will be billed every month up to 7 days after the 15th, depending on when the first Monday after that date occurs. They could be billed on any day between the 15th and 21st of the month, every month.
Cognisurf
Description & History:
- Cognisurf is a basic dial-up ISP.
- Cognisurf was owned by a company called Cognigen Networks Inc.
- Cognigen Networks Inc. has now changed their name to Bay Hill Capital
- The cognisurf.com website now points to riveroffers.com but has no information about the Cognisurf service.
- The homepage appears to be the same as the sign-up page.
- The odd situation surrounding Cognigen is expected to be clarified in the coming months and this document will be updated accordingly.
- We provide both Technical and Customer Service support
Note: Cognisurf customers CANNOT pay by Electronic Cheque or direct debit. Please do NOT set anyone to those options. You should only select one of the available credit card types in itapp.
Subscribers Plan
Note: Cognisurf customers CANNOT pay by Electronic Cheque or direct debit. Please do NOT set anyone to those options. You should only select one of the available credit card types in itapp.
Account Name
Price
Account Description
CogniSurf Lite
$7.95/Month
15 Hours Internet access per month (Each additional hour billed at $1 per hour), One E-mail Account, WebMail, Spam filter, Dial Up Software, Customer Support, Technical Support Not Included. (Starter tech support call is billed $9.95 for a first call and $2.50/minute for each additional call)
CogniSurf Basic
$9.95/Month
Unlimited Internet Access, 3 E-mail Accounts, Free Customer Service and Technical Support. All features above.
Cognisurf MAX
$14.95/Month
Unlimited Internet Access, 5 E-mail accounts, Web Accelerator, Free Personal Web Space, Parental Control, UseNet News and all services included in "Basic" plan.
Signups:
- Customers\Analysts can sign up by visiting the following website: http://ld.net/products/?product=cogsurf&cogid
- This can be reached at www.cognisurf.com by clicking 'Order Now'.
Cancellation:
- We do cancel accounts over the phone. Accounts can be cancelled by using iTAPP.
Method of Payments:
- American Express
- MasterCard
- Visa
Main Company URL: www.ld.net
URL: www.cognisurf.com
Webmail: home.cognisurf.com/webmail
Web Accelerator URL: http://home.cognisurf.com/cognisurfaccelerator.exe
Excel Canada
Description & History:
- Excel Canada is a large company that offers many services relating to Internet and Telephone.
- We only provide Customer Service and Technical Support for their dial-up internet services.
- Excel Canada was recently bought by a company called ACN.
- There are a number of reasons when we must direct a caller to contact ACN directly at 1-888-383-8226:
- When the caller wishes to sign-up for any service, including Excel Canada dial-up internet
- When the caller is not in iTapp, Voyager or if they have a @acncanada.ca email address.
- Excel Canada customers who are in iTapp/Voyager but require support for their phone service.
Service Plan Information: Excel Canada offers two service plans:
- MyExcel Basic Internet cost is $14.95/month, $40.37/3 months or $80.73/6 months
- MyExcelerated Internet $18.95/month, $54.01/3 months, $102.33/6 months.
- GST must be added to call price plans (currently at 5%)
Account Name
Price
Account Description
MyExcel Basic Internet
$14.95/month (add GST)
$40.37/3 months (paid in advance, add GST)
$80.73/6 months (paid in advance, add GST)
- 1 e-mail address
- 25MB of email storage
- Free Technical Support
- Webmail Access
Content Filtering - $1.50
E-mail Virus Scanning - $0.50 /e-mail
Additional E-mail Addresses - $0.50 /e-mail
MyExcelerated Internet
$18.95/month (add GST)
$54.01/3 months (paid in advance, add GST)
$102.33/6 months (paid in advance, add GST)
- 3 e-mail addresses
- 25MB of email storage per address
- Free Technical Support
- Content Filtering
- E-mail Virus Scanning
- Webmail Access
Additional E-mail Addresses - $0.50 /e-mail
Main Company URL: http://www.acninc.com/
Internet Access / Signup URL's: http://www.myexcel.ca/
Webmail: http://www.myexcel.ca/webmail
Excel Canada - Electronic Cheque Information
Excel Canada customers have the option of using their chequing account as a means of payment. This is done automatically via the Electronic Cheque billing option in ITAPP. This payment option requires the customer to provide us with three pieces of VERY important information:
- Routing Number: - The 3 digit number that identifies the financial institution.
- Transit Number: - The 5 digit number that identifies the customer's branch.
- Account Number: - The actual account number of the user's bank account.
Payment Method:
- American Express
- MasterCard
- Visa
- Electronic Cheque (direct debit)
Cancelling the Account:
- Customers can cancel their account themselves at http://support.myhelpdesk.com/cancelexcelcanada. They can get this website URL by calling us and choosing the IVR option for account cancellation.
Note:
- We do not cancel accounts over the phone UNLESS the user is unable to visit the website and cancel themselves.
- All cancellations must be requested online, by the subscriber, using the Excel Canada Cancellation Website.
- Always inform the subscriber that once their account is cancelled, it will be cancelled effective IMMEDIATELY.
- A cancellation request via fax or mail from the subscriber is not required.
- Refunds are pro-rated since cancellations take affect immediately.
Light Year Communication
- Customers can sign up by calling customer service and getting the application. Phone 1-800-211-9683
- Customers may cancel by calling the billing Department 1-800-211-9683
- Please note: Lightyear users are not billed via ITAPP. If you see a user who has not been billed for a few months in ITAPP or has no billing information within ITAPP it's nothing to worry about. Customers may address billing issues by calling the billing Department 1-800-211-9683
Email Server Names
- Incoming (POP3): mail.unidial.com
- Outgoing (SMTP): mail.unidial.com
Technical Details
- Idle Timeout: Unknown
- Session Timeout: 4 hrs
- Monthly Hours: Unlimited
- Outgoing Mail Server (SMTP): Authentication Required? YES
- Webmail Access Available? YES - http://webmail.unidial.com
- Number of Additional Email Addresses: 10
- Price Per Additional Email Address: N/A
- Mailbox Quota Per Address: 25MB
- Maximum Emails Sent Per Day: 150
- Maximum Number of Recipients: 150
- Maximum Attachment Size: 25MB
- Managing Additional Email Addresses: Not available to subscribers at this time
Account Name
Price
Account Description
"Unlimited Access" (Check Agreement)
19.95/month
Dial up and email account
PacificNet
Description & History:
- PacificNet is an ISP that provides both dial-up and DSL services.
- We provide Customer Service and Technical Support for both dial-up and DSL.
- Some PacificNet customers may have purchased a corporate website through the company. These websites are hosted by Creative Thought. If you receive a call regarding a corporate website, please refer the caller to the Creative Thought Support Center at 253-620-4521.
- We also often get calls from Spanish-speaking people who are looking for HSBC. This is do to some phone-routing problem in the USA. All callers looking for HSBC can be redirected to 1-800-975-4722.
Service Plan Information:
- PacificNet currently offers only one dial-up plan:
- Basic Plan - $18.95/month includes 200 hours of dial-up access, 5 email addresses(with spam and virus filtering), 25 MB web page storage, Web and POP3 based email.
- PacificNet offers 4 DSL plans(all of which include same features as the Basic Plan minus the 200 hours of dial-up access):
- DSL Light - $24.95/month unlimited DSL access(768Kbps down/384Kbps up_
- DSL HighSpeed - $39.95/month unlimited DSL access (1.5Mbps down/384Kbps up)
- DSL Super - $69.95/month - unlimited DSL access (3.0Mbps down/512Kbps up)
- DSL Ultra - $99.95/month unlimited DSL access (6.0Mbps down/512kbps up)
- PacificNet also offers an E-mail only plan for $5.00/month that gives the user one e-mail account.
Sign-ups & Cancellations:
- For dial-up accounts we may sign up customers over the phone by visiting https://signup.pacificnet.net/
Payment/Billing: All billing is processed through iTapp.
- Only credit card payment is accepted No Electronic Cheque
The following card types are accepted:
- Visa
- MasterCard
- American Express
- Discover
Server Names
- Incoming (POP3): mail.pacificnet.net
- Outgoing (SMTP): mail.pacificnet.net
Technical Details
- Idle Timeout: 30 min
- Session Timeout: 6 hrs
- Monthly Hours: 200 hours
- Outgoing Mail Server (SMTP) Authentication Required: YES
- Webmail Access Available? YES - http://webmail.pacificnet.net
- Number of Additional Email Addresses: 4 (5 including primary account)
- Price Per Additional Email Address:
- Mailbox Quota Per Address: 10MB
- Maximum Emails Sent Per Day: 200
- Maximum Number of Recipients:
- Maximum Attachment Size: 25MB
- https://myaccount.itapp.net/pacificnet/ - add sub account
*** Sign customers up over the phone or direct them to https://signup.pacificnet.net.
We do cancel accounts over the phone. Accounts can be cancelled by using iTAPP
Subaccounts which are cancelled are deleted from iTapp immediately.
Primary accounts which are cancelled are not deleted from iTapp, and can be reactivated at any time in the future if the customer changes their mind.
Account Name
Price
Account Description
Basic Plan
$18.95/month
- 200 hours of monthly dial up access
- 5 email addresses with spam and virus filtering
- Web based and POP3 based email
- 25MB of personal web page storage
$24.95/month
- Unlimited DSL access at up to 768Kbps downstream, 384Kbps upstream
- 5 email addresses with spam and virus filtering
- Web based and POP3 based email
- 25MB of personal web page storage
$39.95/month
- Unlimited DSL access at up to 1.5Mbps downstream, 384Kbps upstream
- 5 email addresses with spam and virus filtering
- Web based and POP3 based email
- 25MB of personal web page storage
$69.95/month
- Unlimited DSL access at up to 3.0Mbps downstream, 512Kbps upstream
- 5 email addresses with spam and virus filtering
- Web based and POP3 based email
- 25MB of personal web page storage
$99.95/month
- Unlimited DSL access at up to 6.0Mbps downstream, 512Kbps upstream
- 5 email addresses with spam and virus filtering
- Web based and POP3 based email
- 25MB of personal web page storage
$5.00/month
- Email only account
PacificNet DSL Cancellation Procedure
- All DSL cancellations MUST be escalated to Tier 2, who will then escalate it to Client Services for review. No cancellations will be processed by anyone on the helpdesk.
- Simply advise the caller that you will pass along the customer's cancellation request to the billing department. At the time of the cancellation request, there is no need to discuss details such as shipping the modem back etc. Client Serivces (aka the Billing Dept) will bring up those types of details with the customer at the appropriate time.
Quixnet
- Internal Corporate Website: www.quixtar.com
- Portal Website: http://portal.quixnet.net
- Internet Access / Signup URL's: https://services.quixnet.net/cgi-bin/index.cgi
Technical Details
- Idle Timeout: 30 min
- Session Timeout: 6 hrs
- Monthly Hours: 200 hours (U.S. customers only; Canadian customers are unlimited)
- Outgoing Mail Server (SMTP) Authentication Required? YES
- Webmail Access Available? YES - http://webmail.quixnet.net
- Number of Additional Email Addresses: 4
- Price Per Additional Email Address: N/A
- Mailbox Quota Per Address: 35 MB
- Maximum Emails Sent Per Day: 300
- Maximum Number of Recipients: 300*Maximum Attachment Size: 25 MB
- Managing Additional Email Addresses: YES - http://portal.quixnet.net (click on the "My Account" link)
Server Names
- Incoming (POP3): pop.quixnet.net
- Outgoing (SMTP): smtp.quixnet.net
Subscriber Plans
Price
Account Description
$18.95/ month
- 200 hours of dialup access across North America
- Web Accelerator software
- Parental Control/Content Filtering software
- 10 email addresses with state of the art spam filtering
- Quixnet webmail
- 10MB of personal webspace
- Access to the customizable Quixnet web portal
- 24x7 toll free technical support by phone, email and live chat
:: North American DSL Plan Information Price
Account Description
$39.95/month
**There is a $150 early termination fee if the plan is cancelled within the first 12 months.
- High speed DSL internet access at up to 1.5Mbps download and 384Kbps upload speeds
- Parental Control / Content Filtering software
- 10 email addresses with state of the art spam filtering
- Quixnet webmail
- 10 MB of personal webspace
- Access to the customizable Quixnet web portal
- 24x7 toll free technical support by phone, email and live chat
:: North American Quixnet for Broadband Plan Informatio Price
Account Description
$6.95/month
- Parental Control / Content Filtering software
- 10 email addresses with state of the art spam filtering
- Quixnet webmail access your email from any computer with an internet connection
- 10 MB of personal webspace
- Access to the customizable Quixnet web portal at www.quixnet.net
- 24x7 toll free technical support by phone, email and live chat
Methods of Payment
- American Express
- Discover Card
- MasterCard
- Visa
- Electronic Cheque* This option is available for legacy users only. Do not change anyone from credit card to electronic cheque; that is not permitted. No one can sign up with this option.
Signup URL: https://signup.quixnet.net/
Quixnet - How to Save / Cancel a Quixnet Account
- Please always try to stop the customer from canceling by offering them a month's free service
- See this KB article for more information:
- Have customers go to http://quixnet.myhelpdesk.com/cancel or http://support.myhelpdesk.com/cancelquixnet/ and submit a cancellation request . They can get this website URL by calling us and choosing the IVR option for account cancellation.
- We do not cancel accounts over the phone UNLESS the user is unable to visit the website and cancel themselves.
- Customers can alter their billing information at the 'My Account' link at http://portal.quixnet.net . They can also call us to have modifications made to their billing information.
- We support billing and other customer service related issues. All issues can be supported by using iTAPP.
Sage Internet
- Main Company URL: www.sagetelecom.net
- Internet Access / Signup URL's: www.sagetelecom.net
- User Management URL: http://myaccount.esagelink.co
- Webmail: http://webmail.esagelink.com
- Signup URL: signup.esagelink.com
NOTE: Users can sign up for an esagelink.com account here, provided they are a customer of Sage Telecom. However, we strongly encourage all users to sign up for Sage Internet using the dialer software.
Technical Details
- Idle Timeout: 1 hour
- Session Timeout: 8 hrs
- Monthly Hours: Unlimited
- Outgoing Mail Server (SMTP) Authentication Required? YES
- Antivirus Protection Offered? YES, server-side
- Spam Protection Offered: YES, server-side
- Number of Additional Email Addresses: 9
- Number of Aliases Available Per Email Addresses: 15
- Price Per Additional Email Address: N/A
- Mailbox Quota Per Address: 100MB
- Maximum Emails Sent Per Day: 500
- Maximum Number of Recipients: 500
- Maximum Attachment Size: 25MB
- Managing Additional Email Addresses: http://myaccount.esagelink.com
Server Names
- Incoming (POP3): mail.esagelink.com
- Outgoing (SMTP): mail.esagelink.com
*** CD Installation Process: Please see KB Article (ID: 15143)
Signup URL
- http://signup.esagelink.com (redirects to http://support.esagelink.com/signup?web)
- English Dialer Signup: http://support.esagelink.com/signup
-
- Incoming (POP3): pop.quixnet.net
- Outgoing (SMTP): smtp.quixnet.net
Sage Internet CD KB Article (ID: 15143)
- Cancellation & Billing Information: We do not perform billing modifications for this client. Please refer any callers wishing to change their billing information or customer who wished
VFW Online
Description & History:
- VFW stands for Veterans of Foreign Wars for American Soldiers who have fought in foreign wars.
- VFW.org is the main website that offers many services to these veterans.
- VFWonline.net is the website specific for the internet service that VFW.org offers.
- Service Plan Information: VFW Online offers several service plans:
- Unlimited Internet - $13.95/month unlimited internet access, 5 email addresses, 15 MB of webspace, Content Filter
- Unlimited Internet $143.40/annually same plan as above, customers save 2$/month by paying for the entire year
- *** Note: VFW Online once had a promotion running with PeoplePC four years of free internet service with the purchase of a computer. This offer is no longer available, nor do we support the service if obtained through PeoplePC. You should never get a call about this but if you do, refer guests to the following numbers:
- *** 1-800-821-2606 option 1, ask for Keeta or Daphne
- *** 1-800-821-2606 option 4, ask for Sharon
Sign-ups & Cancellations: We can sign up customers over the phone
- Callers can also sign themselves up at https://services.vfwonline.net/cgi-bin/index.cgi (we use the same website to sign-up a customer)
- Sign-up CDs can also be mailed to the caller. If they would like a CD, gather their name, mailing address and phone number then escalate the ticket
- We also process cancellations through iTapp.
Payment/Billing: All billing is processed through iTapp
- No online cheques are accepted.
- Only the following Credit Cards can be used for payment:
- Visa
- MasterCard
YellowStone
Description & History:
- Yellowstone.net offers a number of services and information about Yellowstone National Park (which is in portions of Idaho, Wyoming and Montana, USA and a very popular tourist attraction)
- We offer both Technical and Customer Service support for their Dial-up ISP(using the myyellowstone.net domain)
- Yellowstone.net provides an alternative free Webmail service that is not provided or supported by us (using the mail.yellowstone.net domain) and any queries for help should be referred to the Help section of the Webmail site.
Service Plan Information: Yellowstone.net offers 1 service plan:
- Dial-up Service - $9.95/month unlimited dial-up access, one email account
- Each additional email account is $2.50/month
Sign-ups & Cancellations: Users can sign themselves up via http://home.myyellowstone.net/
- We can also sign up users using that same website
- Users may cancel anytime by calling us here. All cancellations are processed manually via iTapp.
Payment/Billing: All billing is processed through iTapp
- The only valid method of payment is Credit Card. The following cards are accepted:
- American Express
- Discover
- MasterCard
- Visa