1. Who do I contact if
I want to change information about my account?
Please send an e-mail to support@atozbroadband.com with
the information you would like to update your account
with.
E-mail Hours: 24 Hours a Day, 7 Days
a Week!
E-mail: support@atozbroadband.com
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2. Who do I contact for technical support?
Technical support is provided by A to Z Broadband
to customers who are having trouble getting connected
or need assistance. E-mail's will also be answered
within 12 hours. Phone support is provided at no charge
as follows.
If you are having account issues and you would like
a minor change, i.e. Add an E-mail account, or change
your username, please call our office at 1-800-910-5088.
If you need help with Technical Issues, i.e. Troubleshooting
why your internet wont connect, or computer issues,
please reach our Technical Support team at 1-800-960-5088.
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3. Who do I contact when I have questions
about my bill?
Email: billing@atozbroadband.com
Phone: 1-800-910-5088
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4. Where can I find the Terms Of Service
or Internet Policy?
View our TERMS OF SERVICE by clicking here.
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5. Why am I having trouble logging
in?
There are several possible reasons you may not be
able to successfully log in to our system:
1) If your system has not been rebooted your computer
for a while you may be prevented from logging on. This
occurs because your system's resources have been depleted
from opening and closing programs. Simply shut down
your system and turn your computer off and back on.
2) Sometimes, people mistakenly type their username
or password incorrectly. A to Z Broadband's standard
requires passwords be lowercase. Make sure you don't
have your Caps Lock key depressed. Make sure your username
is correct and includes the correct suffix "@atozbroadband.com" at
the end.
example: youraccount@atozbroadband.com
3) Your connection may be affected if your hard drive
is full. Check your available space. If you are running
low on space (as a general rule, you should have about
30% of your hard drive space free), you can either
delete unnecessary files or install a bigger or additional
hard drive.
4) Dial-up accounts are limited to one session at
a time. Someone may already be connected with the dial
up account you are trying to use. Call customer service
to purchase multiple dial up accounts if you need to
have more than one simultaneous connection.
5) Make sure your account is not past due; although
we attempt to contact overdue accounts before disabling
your username, we sometimes are unable to provide this
courtesy.
We do perform periodic maintenance and upgrades to
our system which can cause services to be temporarily
unavailable to you. Normally, we will contact or users
via email before a scheduled maintenance or upgrade
(we do use your E-mail account, so please check this
daily to ensure you do not miss our notices).
In the event of an accident, we do monitor our system
and will address any unscheduled system outages as
quickly as possible.
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6. Why is it taking A to Z Broadband
so long to authenticate my username or password?
The most common reason for a delay in authentication
is an incorrect setting in your dial-up properties.
Go to My Computer, then choose Dial-Up Networking.
Right-click on the 'A to Z Broadband' icon and choose
Properties from the menu. Select the Server Types tab
and make sure that the Log on to network checkbox is
not selected. If it is selected, de-select it, save
your changes, and this should solve the delay.
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7. What is causing my computer to disconnect
from the Internet?
If you experience constant/continual disconnects, the following could be
the cause/solution:
1) Your browser may need updated or reloaded.
2) Disconnects can be a can be a sign of noise on
your telephone line. If you hear static on your phone
lines, contact your local telephone company.
3) Your modem or modem drivers may be faulty. Updating
your modem driver may help. Other times, you will need
to upgrade/replace your modem.
4) You might need to reload your operating system
(Windows 95/98/ME/XP/PRO, etc). Sometimes certain files
can become corrupted if your computer has locked up
or been shutdown improperly.
5) If you are knocked off a particular web site, yet
remain connected to the internet, there may be a problem
with the site you are visiting. Try accessing this
site later, or E-mail the webmaster of the site for
further information.
6) A to ZBroadband does end connections after 6 hours
if you have not had any activity on your computer.
This allows us to make sure our customers do not experience
busy signals due to other customers forgetting to disconnect
their computer when they have completed their session.
(Downloading files is not considered 'activity'; there
must be mouse or keyboard movement).
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8. How can I improve my computer's
Internet connection speed?
If you are a new user, you need to address four things
to ensure your computer is ready to connect at the
best possible speed:
1) Your computer's processing speed. Although you
don't need the latest, fastest computer to connect,
a fast computer will perform better than a slow computer.
2) The amount of RAM you have in your computer. Increase
your ram to at least 256K for improved performance.
(More RAM = Better Performance).
3) The speed and type of modem you are using. A 56K
v.90 modem is the fastest speed for dial-up connection
with A to Z Broadband; different brands of modems get
different performance (we recommend U.S. Robotics /
3Com for consistently good performance).
4) The quality of the telephone line service you have
at your location. If you have poor voice phone service
or wiring in your home, your internet performance will
be affected.
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9. Why is my connection slower at
some times and faster at others?
If your internet performance has recently slowed down, or your speed/performance
varies from time to time, you should consider:
1) The time of day you are connected? The more people
using the internet, the slower your speed will be.
5-9PM tend to be the most active times of the day.
2) Your hard disk is full or needs defragmented.
3) You loaded/downloaded a program which may be conflicting
with your internet connection. Remove suspected program
or contact the provider for further instructions.
If your internet demands have outgrown your internet
connection speed, you can upgrade to ISDN, or DSL which
delivers reliable, higher-speed internet access. A
to Z Broadband provides ISDN and DSL services in many
areas. Call us to find out if ISDN or DSL is available
in your area.
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