Home Security & Automation
Frequently Asked Questions
Do you support Macs?
Yes! All of our techs are trained to support Macintosh operating systems 7.5.5 to the latest versions of Macintosh. It is possible to connect with System 7.1 but you will need Open Transport 1.1.1 (or higher) installed in order to connect an old Macintosh to the Internet. (Don't install OT 1.1.1 on a 7.5.5 or higher Macintosh!!)
You can view Macintosh setup and usage tutorials by clicking here
. These tutorials include instructions for setting up Internet connections, a wide variety of email programs and even FTP utilities.
Spanish Help Options
Tenemos unos agentes españoles disponibles durante las horas de oficina. Si no puede encontrar un agente que habla español en nuestro sistema telefónico, envíenos una pedida a email@example.com para una llamada de vuelta. Incluya su nombre, dirección electrónica y número de teléfono para que el le pueda contactar. Si un agente inglés reciba un mensaje en español, el lo dará a un agente español.
También tenemos varios tutoriales disponibles en línea tocante a todas las temas de su conexión Internet, el correo electrónico, y la exploración (browsing) de los sitios Web. Si tiene preguntas, visite a www.acninc.net/help.asp para ver dichas instrucciones en español. Gracias
French Help Options
Nous avons à votre disponibilité des agents francophones afin de vous aider. Si vous ne parvenez pas à les contacter, veuillez nous laisser un message télèphonique indiquant de vous rappeler. N'oubliez pas d'indiquer votre nom, votre adresse électronique ainssi que votre numéro de télèphone. Ils vous contacteront dès que possible.
Nous disposons aussi d'informations en ligne qui peuvent résoudres vos problèmes de connexion Internet, messagerie ou navigatin. Veulliez visiter www.acninc.net/help.asp
afin d'acceder à ces informations.
How Do I Change My Login Username, Password, Local Dial-Up Number Or Domain Tail?
You may need to change your login username or password occasionally. This is a two part process. First, you need to change it at our ISP and then you need to change it on your computer at home or work. You can do this by calling us for tech support but the easiest way is to do it yourself online. Our home page has "My Account" links where you can login to do this. (Be sure to have your password handy. You won't be able to get into your account settings if you don't know your password.)
You can lookup a local dial-up number to connect to our ISP at http://www.acninc.net/dialuplocations.asp. You can change your username or password at http://www.acninc.net/members.asp. Just login and choose the View/Edit Plans Details link at the top to modify your login info.
We have instructional tutorials for all Windows & Macintosh operating systems for changing this info. These pages also tell you how to switch your local dial-up number when traveling and they cover the use of a "domain tail" on the end of your username when connecting. Choose one of the following:
How Do I Add Or Change Email Accounts?
You may need to change your email password or add a new email account occasionally. This is a two part process. First, you need to change or add it at our ISP and then you need to change it on your computer at home or work. You can do this by calling us for tech support but the easiest way is to do it yourself online. Our home page has "My Account" links where you can login to do this. (Be sure to have your password handy. You won't be able to get into your account settings if you don't know your password.)
You can also add or change your email address or password by going directly to http://www.acninc.net/members.asp. Just login and choose the View/Edit Plan Details link at the top to modify your email details. If your main contact email for receiving your ISP bill is changing then be sure to use the Change Customer Email link to change where your bill goes!
We have instructional tutorials for all Windows & Macintosh operating systems for changing this info. Choose one of the following:
Macintosh Email Programs
Windows PC Email Programs
How Do I Check Billing Invoices & Billing Statements?
Our homepage has "My Account" links where you can login to do this. (Be sure to have your password handy. You won't be able to get into your account settings if you don't know your password.) You can also login to http://www.acninc.net/members.asp to get to the same place. There is a link to check your billing statement and another to view billing invoices.
How Do I Change My Credit Card Number Or Expiration Date?
Our home page has "My Account" links where you can login to do this. (Be sure to have your password handy. You won't be able to get into your account settings if you don't know your password.) You can also login to http://www.acninc.net/members.asp to get to the same place. There is a link to change your credit card information on that website.
How Do I View My Online Usage?
Our home page has "My Account" links where you can login to do this. (Be sure to have your password handy. You won't be able to get into your account settings if you don't know your password.) Our online usage tool will let you see when you connected and what number you connected from. However, it does not keep track of where you went while you were online. You can also login to http://www.acninc.net/members.asp to get to the same place.
How Do I View Your ISP Usage Agreement?
Our home page has a "User Agreement" link in the left sidebar where you can see our terms of usage. You can also go directly to http://www.acninc.net/useragreement.asp.
Obviously, we do not permit illegal activities through our ISP connections. We don't allow "spammers" to send unsolicited mass emails inside or outside of our network. We don't allow a single account to be logged into our system more than once at a time. Our user agreement gives us the right to terminate any account engaging in these practices.
How Do I Connect To Your ISP When Traveling?
We literally have thousands of local dial-up numbers throughout the U.S. and Canada that you can use to connect to us. You can click on the "Dial-Up Locations" link in the left sidebar of our main website to lookup one of these numbers. You can also lookup a local dial-up number to connect to our ISP at http://www.acninc.net/dialuplocations.asp.
You might not need to use our ISP connection if you simply want to check your email. You can use any Internet connection to do that.
<Click here for details>
If you do wish to use our ISP to connect then be sure to use a local dial-up number for the area that you are visiting. We will not be responsible for long distance. Just switch the number when connecting. For detailed instructions on changing the dial-up number that is being used by your computer, choose one of the following options:
Windows PC Options
Warning: Most office and hotel phone systems require you to dial a number (often 9) to get an outside phone line. If you are at a location where you have to dial a number to get outside, just add that number plus one or two commas to the front of our local dial-up number. For example, if you need to dial a "9" to get an outside line calling 801-413-2200 then put the number into your computer as 9,,4132200. Also, don't forget that many areas now require "ten digit dialing" where you have to put in the area code (without a preceding 1) for local calls. Most people in the city that you are visiting will be able to tell you if they use "ten digit dialing" in that city.
How Can I Send & Receive My Email If I'm Not Connected Through My Regular Account?
You don't have to be connected to our ISP to send & receive email through your account. You can login to our "WebMail" system with a "browser" such as Internet Explorer or Netscape from any Internet connection. This means that you can check your email from work or a friend's house, etc. Just go to http://mail.acninc.net to login to our mail system with your account info.
How Does Our ISP Fight Spammers?
We start by hating spammers. They are the businesses that send out mass emails to any account that they can find. They buy customer lists and they also send out emails to every common name at any ISP that is on the Internet. We also fight them in the following ways:
- We don't sell our client lists to anyone. We never have done this and we never will.
- We don't allow our customers to spam. We have strict limits on how many emails can go out from any single customer in an hour. If we catch a customer spamming then we disable their account.
- We're members of www.spamcop.net. They compile lists of known spammers and ISPs that provide a safe haven for spamming. We block these known spammers and the ISPs that help them.
- We require something called "SMTP Authentication" on our mail system so that our customers have to login to the mail system to send out mail. This stops outsiders from sneaking into our mail system to spam.
- We require something called "NNTP Authentication" on our news server system so that our customers have to login to the news system to send out mail. This stops outsiders from sneaking into that network to spam.
- We have a related web page that has tips on how you can fight spamming. Click here to see that page.
How Can I Fight Spammers?
There is no way to stop all spam on the Internet, but you can take steps to greatly reduce the amount of spam you receive. Here are a few tips:
Tips for fighting spam:
- Contact your ISP to find out which anti-spam options are available to you. You can also read the following pages to learn a little more about fighting spam.
Read http://spamcop.net/ and report spammers to them.
- Be very careful not to give out your email address at websites, newsgroups or chat rooms. Your email address will quickly become part of a mailing list and sold to spammers.
Important: If you use newsgroups, do not use your real email address; use a bogus email address.
- Set up mailbox rules that automatically delete messages that have key words such as "sex, nude, etc." in the message body. Be careful because these mailbox rules will delete all messages even if they're from your friends with innocent content. You can also set up mailbox rules that only accept email from known friends and/or delete emails from people that you don't like or know to be spammers.
- Never ever buy something promoted in spam. That just encourages them to spam more. You can always do a search for the same product on a Website of a legitimate company.
- Never reply to spam even if they claim that they will take you off their mailing list. This would just confirm to them that they have a valid address and they will send you more spam. Also, they will probably sell your email address to other spammers.
FYI: Many email addresses in spam lists are randomly generated. By blind luck they hit legitimate email addresses: yours. Clicking on a link or replying to the spam indicates to the spammers your email address is valid. Don't click on any links in email spam and, if possible, don't open the spam.
- Never forward chain letters or petitions. For example, spammers often send out emails that are supposedly from a student doing a project for school where they are supposedly trying to see how far they can get throughout the Internet. This is almost always a spammer's ploy to get new email addresses.
Email Clients that fight spam:
Many email clients have automatic spam-fighting capabilities. These email clients will not block all spam, but they will decrease the amount of spam you get. Below is a list of the most prominent email clients with spam-blocking capabilities. Each link will take you to a tutorial on enabling and configuring these email clients to fight spam.
How can I find the headers of an email message?
Click the link corresponding to your email client to find how to get all the messages headers.
Finding Headers for Macintosh-Based Email Clients:
Click the link corresponding to your email client to find how to get all the messages headers.
What are pop-up ads?
Many websites and "free" programs support themselves by selling advertising space. This advertising often is in the form of a "pop-up ads" or "pop-ups". Pop-ups are tiny windows that appear seemingly out of the blue. These ads annoy most, if not all, Internet users. You can usually click out of a single ad or two; however, pop-up ads can, at times, flood your computer. Closing one ad generates another and then another. Pop-ups can even appear when the browser is not open or when the user is not connected to the Internet. These are often generated by what is commonly referred to as "spyware".
What is ad-ware/spyware?
Spyware and ad-ware are programs that track a person's Internet usage reporting information back to the companies that made the programs. It will sometimes generate pop-up advertising, or do other annoying things like change a person's homepage to some new page resisting the users' attempts to change it back. Spyware ranges from mildly annoying pop-up ads to extremely malicious, personal information-stealing software. Malicious spyware can track not only browsing habits but personal information as well i.e., credit card numbers, passwords, bank account numbers, etc. Some spyware can hijack your computer dialing a long-distance, possibly an international phone number charging users exorbitant fees.
How does spyware get on your machine? Sometimes people install a program thinking it will do something they want or need, yet they are unaware of what it is doing in the background. The spyware can also come with another program that you install. Perhaps a checkbox went unnoticed for "Would you like to install (some spyware program) also?" Some websites might pop up a box asking you to install something (cleverly worded, of course) and you don't realize what it's doing. You'll need to remove these spyware programs.
How do I block it and/or remove it?
If a person simply doesn't want to see pop-ups, many browsers include pop-up blocking capability as a standard feature preventing the ads from well... "popping up". These browsers include, but are not limited to:
Note: Internet Explorer 6 (with Service Pack 2) does come with a pop-up blocking feature. This functionality, however, is only available for Windows XP users with SP2.
BrowseBlast Web Accelerator:
BrowseBlast for Windows now includes a pop-up blocking feature as well as speeds up your browsing 5 to 6 times faster.
You should check if your current browser offers pop-up blocking capability. If it doesn't, you can always download a browser that does. A couple of the popular search engines offer a "toolbar" that can be added to the Internet Explorer browser that have pop-up blocking capability. Below are links to the most common toolbars:
The Google Toolbar
The Yahoo Toolbar
The Dogpile Toolbar
The Vivisimo Toolbar
Important: Not all pop-up blockers are good. There are pop-up blockers that track your usage just like spyware. Always study up on the pop-up blocker you intend to use.
Note: One thing to be aware of when using pop-up blockers, though, is that there are good pop-ups too. For example, when you try to compose a new email message using Web-based email, a new window pops up. A pop-up blocker, however, would prevent this. Pop-up blockers can, at times, interfere with NetFAQs as well. You'll want to use a pop-up blocker that you can turn off and on easily.
Having pop-up blocking capability doesn't mean you don't have or won't get spyware. You may want to install a spyware removal program.
Spyware removal programs find and remove known spyware and some can even prevent spyware from being downloaded. Because only known spyware is removed, you need to update the definitions file for the anti-spyware program periodically just like you would an anti-virus program.
Some of these anti-spyware programs are free and others cost money. Yet even the purchased versions often include a free demo to evaluate the software for some time period. A few of the most reputable and reliable free anti-spyware programs are:
SpyBot-Search & Destroy
Note: Unlike Spybot-Search & Destroy and Ad-aware, SpywareBlaster does not remove spyware from your system. When updated regularly, SpywareBlaster prevents much of the known spyware from infecting your computer.
We do not support these products and take no liability for your use of them. You may, however, find them extremely helpful. You can also search for spyware removal programs with your favorite search engine, or check websites such as www.download.com
to see what spyware removal or pop-up blocking software they have available. Research the program before installing it. Many spyware removal programs are spyware.
How Can I Keep My Kids From Going To Adult Websites?
We recommend using ProxyWatch to lockdown your ISP connection so that the kids can't access adult material. This program allows you to specify your own secret password so that nobody can unlock the browser except for you. Email firstname.lastname@example.org to get this special program.
How Do I Open A "Zipped" File?
Programs are often distributed across the Internet in a ".zip" file format which compresses the file(s) so that they are smaller & easier to send to someone. This is especially useful since many virus software programs automatically delete any email attachments that are .exe executable programs. If you are having trouble sending or receiving a program by email due to a virus software program then try sending the file in .zip format. You can tell if a file is "zipped" if it ends with a .zip extension on the end of the name.
There are a variety of programs that can be used to open or compress zip files. You might already have a program such as WinZip on your computer without even knowing it. Some are free and others cost money but even the purchase versions often include a free 30 day demo to evaluate the software for free. We recommend checking a website such as www.download.com or www.tucows.com for your options on the latest compression tools.
WinZip is probably the most well known program of this variety. You can download a free demo of the program at http://www.winzip.com/ddchomea.htm
and we have setup & usage instructions for WinZip in our online help section.
<Click here for the WinZip tutorial.
Do I Get A Personal Website Or FTP Folder With Your ISP?
Most ISPs include at least 25 MB of website/FTP space for you to use. That is a lot of web space.
The FTP server or host address is users.acninc.net. Leave the directory box blank. You will be asked to logon when you try to connect. This will take you to your web folder where you put your website material. The login is your regular dial-up login like you use to connect to the Internet. The format is email@example.com with your regular password.
The actual website address will be http://users.acninc.net/username with your username for the last part. This is where your friends would go to see your website.
We have some helpful tutorial websites for both Macintosh & Windows PC systems that cover some of the key FTP programs as well as some personal website development tools such as FrontPage 2000, Adobe GoLive and DreamWeaver. Please choose one of the following options if interested:
Windows PC Personal Website Development Tools
Windows PC FTP Programs
Macintosh FTP Programs
You can also email firstname.lastname@example.org
to get additional web/ftp setup help. We can't debug or write scripts for you but we can make sure that your web/ftp folder is functional and we can show you the basics of accessing that folder.
How Do I View Your Network Status?
Our home page has a "Network Status" link where you can see if we have any services down. You can also go directly to http://www.acninc.net/network.asp.
Where Can I Get Tech Support Or Setup Instructions?
Online Setup Instructions & Tutorials: Our home page has "Help" and "Help Center" links where you can get a wide variety of setup instructions for connecting, email, website design, etc. You can also login to http://www.acninc.net/help.asp to find a wealth of online tutorials and setup instructions for Windows PC and Macintosh computer systems.
Personal Support Representatives: If you are not the sort of person that prefers to figure out things by yourself, we have technical support representatives available Monday - Friday 6 AM - 8 PM (MST) for your convenience. You have several routes that can be used to reach one of them.
"Ask-The-Expert" Chat Support
Support By Email
"Web Callback" where you plug-in your phone number on our website and a tech calls you back
Direct Phone Support
Go to our home page and click the "Help" or "Customer Service" link for specific contact info in your area. You can also login to http://www.acninc.net/contact.asp
to find these details.
How Do I Cancel?
Customer Care Phone Numbers
Customer Service Questions: 1-800-628-6108 8am to 10pm ET Monday through Friday.
Accounting Questions: 1-877-226-1010
General support: email@example.com
Web page support:
Accounting questions: firstname.lastname@example.org