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Frequently Asked Questions VailNet has designed this section to answer your Frequently Asked Questions. Below you will find a varied list of questions and their answers. We hope these links answer your questions and provide information you find useful. If there are any general questions that you feel should be added to this FAQ list please feel free to email your request to support@vail.net.
If you are out of town using someone elses computer and want to check your email you can use our webmail client http://webmail.vail.net) to read or send email. Simply visit this web page, enter your account name to the left of the "@", the hostname "vail.net" or "colorado.net" to the right of the "@" and the machine name "vail.net" or "colorado.net" to the right of MailServer along with your password. How can I send email from my mail program when out of town or not physically using VailNet to connect to the Internet? If you are out of town or do not use VailNet to connect to the Internet (only for your email account) you will not be able to send email using our in-house mail servers. Instead, you will need to configure your mail program to send email using a special set of mail servers that require user authentication (to confirm that you are who you say you are). For instructions on setting your mail client to be able to send email from any Internet connection click here. What
high-speed services does VailNet/ColoradoNet offer? VailNet/ColoradoNet offers many high-speed services, including DSL, ISDN, Wireless (T1) to T1(frame-relay) Where
should I go for virus protection software? VailNet/ColoradoNet suggests downloading software from Norton, McAffee or Trend Micro, however there are a number of other great products for computer protection. How
often should I update my virus protection software? If you have a copy of Norton or McAfee on your computer, you have a "doctor" on your computer. However, if that "doctor" doesn't subscribe to the current medical literature, then it won't be able to recognize new viruses and treat them. Many people make the mistake of saying "oh, my computer came with a copy of anti-virus software" without realizing that if they don't subscribe to the anti-virus companies "LiveUpdate" program that their anti-virus software won't be able to recognize the new and nasty viruses out on the Internet, and will not be able to protect their computer properly. It is recommended that you run the 'Live Update' every week. How
large is VailNet/ColoradoNet's backbone? VailNet/ColoradoNet has an OC3 fiber optic backbone. It can scale to speeds of up to 155Mb/sec
Does VailNet/ColoradoNet support 56k modems? VailNet/ColoradoNet modems are all 56k V.90/K56kFlex. What
are VailNet/Colorado Settings? For our main dialup number, mail server and other settings, please check out our quick-reference sheet. What
dial-up access number should I use? 949-3203 How
can I find out how much time I have used this month? Checkout our 'Login History' tool. This will give you a detailed breakdown of your speeds and time. What
are the office hours? Our Eagle-Vail office is open 8:30am-4:00pm. Technical support is available from 9am to 5pm weekdays.
What
is DSL? It's
high-speed Internet service that is "always on"(no more
dialing!). DSL runs over a single pair of wires into your home or
business. A single DSL line can service many computers at the same
time, eliminating the need for multiple telephone lines and modems
that many businesses and home users currently pay for. How
fast is DSL ? DSL service connects you to the Internet at speeds of 5 to 20 times FASTER than the fastest dialup connection - you'll be able to download Web pages and files faster than you ever thought possible. What
are the advantages of VailNet/ColoradoNet's DSL service? DSL is fast! No need to 'dial-up' because you are on-line 24X7. DSL connectivity is quick and easy. Where
is DSL available? Currently, VailNet/ColoradoNet services Vail, Avon, Keystone, Breckenridge, Beaver Creek Village, Arrowhead, Edwards, Eagle and Gypsum. with DSL. We will extend our coverage area throughout Eagle and Summit Counties in the near future.
Your monthly billing date starts the day you sign up for service. How do I cancel my service? All cancellation must be completed in writing 15 days prior to your billing date. Cancellations may be emailed to cancel@vail.net or faxed to 949-3380. Would it be possible for you to bill me for monthly service by invoice versus credit card? No - it is not VailNet/ColoradoNet's policy to bill monthly by invoice. All monthly billing is done by credit cards, or you may pay annually by credit card, cash or check. What if we are part-time residents? You may suspend and reactivate your account, for no fee as you come in and out of town. Suspend service by calling 949-3318 or emailing billing@vail.net. What
if we are unable to connect to the Internet? Will we get a credit
for the hours that we did not use? Do you offer temporary accounts and what is the price structure? Yes - you may establish a temporary account. Temporary services are $10.00 for up to ten days of Internet service with no reactivation fee. All temporary account that will exceed 10 days will be billed at the rate of $19.95 and a one-time non-refundable setup fee of $15.00 will apply. Do you offer unlimited dial-up service? Our basic dial-up service is limited to 160 hours in a given month. If you exceed 160 hours, our overage rate is $1.00 per additional hours. Our unlimited business account is available for $100.00 per month, which includes 20 email addresses. What if there is a problem with my credit card billing? The billing department will email you requesting new credit card information. You have a ten day grace period to arrange payment before suspension of your account. Do I get a discount if I pay for the year upfront? We offer annual accounts at a rate of $200.00 per year, saving you $40.00 versus paying monthly. If I sign up for an annual account and decide to cancel prior to my annual account expiring do I get a credit for the months I will not use? All
annual accounts are a one-year minimum term. VailNet/ColoradoNet
will not issue a credit for any months you have not used. You can change your login/email address at any time by calling our office. There is a $5.00 charge for this service. How do I change my password? You can change your password at any time by calling our office. There is no charge for changing your password. How can I find out what the balance is on my account? Please feel free to give our billing department a call at 949-3318. Please verify your email address at either VailNet or ColoradoNet before calling.
Could not detect a modem This usually indicates a hardware issue. In other words, Windows couldn't talk to the modem in your computer for whatever reason. This usually needs to be further diagnosed by a hardware technician or the manufacturer of the product. Call your modem vendor's 800 number for further assistance in diagnosing the problem. Modem could not detect a dial tone A modem is similar to a phone. When phone lines are correctly plugged in and working, your phone you will receive a dial tone. Same rules apply to a modem. Insure that you have correctly plugged in the phone line from the wall to your computer, and that you can make a phone call over this line. Some modems have two places for the phone line, and the proper placement of the phone line insures a dial tone to the modem. On occasion, some modems give a "No dial tone" message when the modem doesn't work. Usually, the fuse system built into the modem generates this error message. In most cases, you may need to replace the modem. Consult a hardware technician or your computer manufacturer for fuerhter assistance. Error 691 you have been disconnected from the computer you dialed. Check your password and try your connection again. You can usually fix this problem yourself. Simply retype the username (the first part of your email address with VailNet or ColoradoNet) and your password and try your connection again. You can also get this error message when another partyhas the account in use. The other party will need to disconnect before you can connect. Netscape or Internet Explorer could not open or find the website. Insure
that you have successfully connected to VailNet or ColoradoNet by
double clicking on the "shortcut to VailNet icon". 2)
Secondly, if you still cannot see other web pages your, verify your
TCP/IP settings. Refer to the "Setting up your computer for
Dialup and High-Speed" portion of this support page for further
help.
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General FAQs:
