|
|
Frequently Asked Questions
...and Answers!
General Questions
- Do I need a phone line?
- No phone line is required for DigitalPath service; the connection from the neighborhood relay point to your location is wireless. ^ hide
- How do I get DigitalPath?
- To get on-line you would first call DigitalPath or check online to see if service is available in your area yet. You would then schedule an appointment to have an antenna put on your house and set up your computer so that you will be able to access the Internet. ^ hide
- What are the system requirements for DigitalPath?
- System Requirements:
- All Windows platforms from 98 SE and above
- Macintosh OSX 10.1 and higher.
It is possible to connect other operating systems and game consoles to a DigitalPath connection, however DigitalPath does not provide support for these operating systems.
^ hide
- What plans do you offer?
- Visit our Service Plans page to see our current service plans. ^ hide
- Will I be able to keep my old dial up account?
- Yes, dialup accounts can coexist with DigitalPath service, but both services cannot be used simultaneously to connect to the Internet. ^ hide
- I do a lot of business from my own web site, can I keep it?
- Absolutely. Using our service does not affect your own personal domain. We do not provide domain hosting. You can also have your domain email set up to forward into your DigitalPath email. ^ hide
- Why do I need an Ethernet card?
- You need an Ethernet (network) card for any high-speed connection. ^ hide
- How do I know if I have an Ethernet card?
- Look on the back of your desktop or laptop computer. There will be a jack, shaped like a phone plug-in, but it will be a bit wider than a phone jack.
↔ Look for this symbol next to your Ethernet jack. ^ hide
- Do I need a hub?
- If you are connecting multiple computers, a hub (or switch) will be needed to split the connection between the computers. ^ hide
- Can I use my own router/hub/switch to split the DigitalPath connection?
- Yes, any hub/switch will work with our system. Please call DigitalPath for router settings. ^ hide
- What Generation is my CPE?
- [answer to be written] ^ hide
- Is there a fee if I need to cancel/reschedule my scheduled installation?
- There is no cancellation fee if you notify us 24 hours before your scheduled installation. Plese call customer service and speak with a customer service professional, or if you are calling outside of normal business hours please leave a voicemail message. If you fail to provide us with 24 hours notice, a $25.00 rescheduling fee will be charged to your Credit Card or you will be invoiced if you have selected to pay by Check. ^ hide
- Why isn't service available in my area?
- For DigitalPath to provide service in your area, we need to have a relay point near your vicinity, usually within a half-mile. If we do not have service in your area currently, you should submit your information on our sign-up page. DigitalPath does network build out on demand, so tell your neighbors to contact us too. ^ hide
- How can I become a relay point?
- Relay points are chosen by geographic location and not by who wants to be one. We do first consider those on our waiting list, so be sure to submit your information to our sign-up page. Whichever location will best serve the network is the one chosen to be a relay point. ^ hide
- My neighborhood has regulations about putting antennas on my roof, do I need permission?
- FCC amendment 00-366 pertaining to Section 207 of the Telecommunications Act of 1996 states that community associations, such as homeowners associations, do not have the authority to regulate the installation of wireless devices on a private residence. This allows DigitalPath to install its equipment regardless of CC&Rs that may cover a neighborhood.
FCC Federal Law Pertaining to the Installation of Fixed Wireless Devices
As directed by Congress in Section 207 of the Telecommunications Act of 1996, the Federal Communications Commission adopted the Over-the-Air Reception Devices Rule concerning governmental and nongovernmental restrictions on viewers' ability to receive video programming signals from direct broadcast satellites ("DBS"), multichannel multipoint distribution (wireless cable) providers ("MMDS"), and television broadcast stations ("TVBS").
Effective January 22, 1999, the Commission amended the rule so that it also applies to rental property where the renter has an exclusive use area, such as a balcony or patio.
On October 25, 2000, the Commission further amended the rule so that it applies to customer-end antennas that receive and transmit fixed wireless signals. This amendment became effective on May 25, 2001. (FCC 00-366)
Antennas covered by this rule must be one meter or less in diameter or diagonal measurement and is designed to receive video programming services via MMDS (wireless cable) or to receive or transmit fixed wireless signals other than via satellite.
Antennas designed to receive and/or transmit data services, including Internet access, are included in the rule.
In addition, antennas covered by the rule may be mounted on "masts" to reach the height needed to receive or transmit an acceptable quality signal (e.g. maintain line-of-sight contact with the transmitter or view the satellite). Masts higher than 12 feet above the roofline may be subject to local permitting requirements for safety purposes. Further, masts that extend beyond an exclusive use area may not be covered by this rule.
"Fixed wireless signals" are any commercial non-broadcast communications signals transmitted via wireless technology to and/or from a fixed customer location. Examples include wireless signals used to provide telephone service or high-speed Internet access to a fixed location. This definition does not include, among other things, AM/FM radio, amateur ("HAM") radio, Citizens Band ("CB") radio, and Digital Audio Radio Services ("DARS") signals.
The rule prohibits restrictions that impair a person's ability to install, maintain, or use an antenna covered by the rule. The rule applies to state or local laws or regulations, including zoning, land-use or building regulations, private covenants, homeowners' association rules, condominium or cooperative association restrictions, lease restrictions, or similar restrictions on property within the exclusive use or control of the antenna user where the user has an ownership or leasehold interest in the property. Nothing in the rule excludes antennas installed on commercial property. The rule applies to property used for commercial purposes in the same way it applies to residential property. ^ hide
Technical Support
- When is tech support available to me?
- The hours are Monday through Friday, 8:00 am - 6:00 pm and weekends 10:00 am to 5:00 pm. ^ hide
- What issues do you support?
- Our support responsibility is to make sure the services you've contracted for (a connection or email) are functioning correctly. If you need advice on selecting a company to fix or repair your computer, please contact support. We know a number of companies who specialize in PC repair and highly advise their service. ^ hide
- Which Operating Systems do you support?
- Windows 98 second edition/2000/NT/XP/ME; Macintosh OSX 10.1 and higher. It is possible to connect other operating systems to the DigitalPath, however we do not provide support for these operating systems. ^ hide
- How do I set up my account?
- We set you up in your home after we complete the installation. You may also call the tech support number for a walk-through. ^ hide
- What kind of filtering software can I use for my computer?
- There are several wonderful programs out there. One is CYBERsitter, which has been ranked as the number one agent by PC-Magazine "Editors' Choice" three times. Net Nanny is also a great tool and PC Magazine gives this agent 4 stars. Also available is Guardian Monitor 9.0, which monitors absolutely everything that happens, including chat, downloads and keystrokes. ^ hide
- Why are some sites still slow?
- Every time you access a web site, a connection is established from your computer to the web server located somewhere on the Internet. Even though DigitalPath makes your Internet connection fast, DigitalPath cannot control sites on the Internet or the route to get to the web server. Some routes to some web servers are congested or the actual web server is overloaded. ^ hide
- Is it a secure connection to the Internet?
- Yes. DigitalPath uses 3DES 168-bit encryption software for security. ^ hide
- Do you block outgoing connections on port 25?
- 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. ^ hide
Billing
- How often is my account charged?
- Your account will be charged after your service is installed. Your account will then 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. ^ hide
- Are fees refundable?
- We have a 30-day money-back guarantee. ^ hide
- What are your set up fees for?
- They cover the cost of the installation and the equipment used. ^ hide
- My account is past due. Will you unsuspend it?
- No. We cannot reinstate your account until it is current and we have correct billing information. ^ hide
- If I cancel, do I get my money back?
- You have a 30-day money back guarantee if you cancel within 30 days. If you are on any plan that does not require an installation fee there is a $75 cancellation fee. ^ hide
Installation
- Do you offer in-home installation?
- Yes, it is part of our service. Our set up fees cover this process, unless extraordinary installation methods have to be used there is a charge of $32.50 per hour minimum one hour. ^ hide
- How does an installation work?
- An 8" x 8.5" CPE is mounted on the roof, eaves or chimney. A CAT5 cable is run on the exterior of the house. A 3/8" hole is drilled from the inside to the outside of the house (hole is about the size of a Skittle) for the cable to run through. The cable is then hooked up to the customer's computer and the VPN software is downloaded. The customer is instructed on how to use the connection and payment is collected before the installer leaves. ^ hide
- Do you use a wall jack, or is the cable loose for the installations?
- We use a wall jack and the cable is professionally tacked along the baseboards to your computer. ^ hide
- Can I setup a Wireless network at home/office?
- Yes, it is possible to have wireless connectivity at home/office, but specific equipment is required for which we recommend that the customer consult technical support before buying any wireless equipment. ^ hide
- I would like my computers put onto a network. Can you do that for me?
- We do not install networks. ^ hide
- I have a network in place. How will that affect the installation?
- It depends on what sort of network you have and how compatible it is with our system. ^ hide
Network
- Is it a secure connection to the Internet?
- Yes. DigitalPath uses 3DES 168-bit encryption software for security. Customers also receive firewall software on their computer or directly on the customer modem. ^ hide
- Do you block outgoing connections on port 25?
- 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. ^ hide
- Do you run my e-mail through a virus scanner?
- Yes, a commercial virus scanner is used for all incoming e-mail. The virus identity files are updated every 24 hours automatically to ensure 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. ^ hide
- Do you block ‘spam’ from getting into my mailbox?
- 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 web sites 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 web sites or online memberships. This way your hotmail account will receive the junk mail and your primary mail account will have no junk mail. ^ hide
- What kind of routers do you have?
- All of our routers are Cisco based. Our core router is a Cisco 7200 series. ^ hide
- What kind of backup equipment do you have?
- We house an additional Cisco Router in case our primary equipment has a 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. ^ hide
Getting Started
- Why are some sites still slow?
- Every time you access a web site, a connection is established from your computer to the web server located somewhere on the Internet. Even though DigitalPath makes your Internet connection fast, DigitalPath cannot control sites on the Internet or the route to get to the web server. Some routes to some web servers are congested or the actual web server is overloaded. ^ hide
- How do I set up my account?
- We set you up in your home after we complete the installation. You may also call the tech support number for a walk-through. ^ hide
- How many e-mail accounts are included?
- It depends on which service you sign up for. Please refer to our service offerings for more information. ^ hide
- What kind of filtering software can I use for my computer?
- There are several wonderful programs out there. One is CYBERsitter, which has been ranked as the number one agent by PC-Magazine "Editors' Choice" three times. Net Nanny is also a great tool and PC Magazine gives this agent 4 stars. Also available is Guardian Monitor 9.0, which monitors absolutely everything that happens, including chat, downloads and keystrokes. ^ hide
|