Frequently Asked Questions

How do I set up my connection to the Internet?
This will depend on what type of connection you have with us, your best bet in this case is to always contact our technical support staff for assistance in getting your connection configured correctly.  They can be reached at (866-426-6967).

How do I set up my email?
Click Here for our online tutorial on settings up your email account.  With the vast number of email clients available today, we have chosen the most popular.  If you have a different email client (an example of an email client is Outlook Express) then you should contact our technical support staff to assist you.  They can be reached at (866-426-6967).

I am having problems receiving email, is the system down?
This issue will depend on what error message you are receiving from the email client or the server.  Your best bet is to contact our technical support staff at (866-426-6967) and tell them the error message that you are receiving and they will gladly assist you in troubleshooting the problem.

My email is not sending, it is just sitting in the Outbox, is the system down?
The first thing you should do is attempt to resend your messages.  The process that you follow to send your messages will vary depending on your email client.  If you try to resend your messages and the messages are still sitting in your Outbox, contact our technical support staff at (866-426-6967) and they will gladly assist you in troubleshooting the problem.

Why is my Internet not working after I just bought a new computer?
Again, this will depend on what type of service that you have with us.  If you are a broadband customer (Cable or ADSL) in our Westphalia or Lennon POPs, then you need to call the local telephone company and have them check to make sure your new MAC Address (Machine Address Code) is registered in our system.  If you have verified that the correct MAC Address is registered, then please contact our technical support staff for further assistance.

If you have dialup service, it is most likely the case of a settings issue when the new dialup networking connection was configured.  If you have a Power-Net set up disk, re-run the settings configuration program and then attempt to connect again.  If you still cannot connect after re-running the setup disk then you need to contact technical support at (866-426-6967).

My Internet connection seems slow, is there a network problem?
There are a variety of issues that could be causing your speeds to be slow.  The first thing to do is to go to run the Power-Net Speed Tester.  The speed test is located internally to our network and that is the only speed test result that Power-Net supports.  We do not support the results of speed tests run through websites like DSL Reports or others like it.  The reason we cannot support those speed tests is because we cannot verify the validity of the speed test itself since we do not know where it could be located, what exactly it is testing for, etc.  All advertised speeds are guaranteed internal to Power-Net's network only.  Once you access the World Wide Web there are a tremendous number of factors that could be causing your speeds to be slow (the website you are going to, the amount of congestion on the Internet, the Web Hosting company that hosts the website you are trying to go to might not have the capacity to handle as many hits as its website gets, etc.)

Have you checked your computer for spy ware?
Spy ware is out there, and can directly effect the speed of your Internet (as well as your computer).  We recommend going to www.download.com and searching for "Ad-Aware".  This is a program that we have seen to be successful in removing spy ware from your computer.  Downloading and utilizing 3rd party software is not something that Power-Net can support.  Download these programs at your own risk (make sure you read up on the software program that you are downloading prior to downloading it).

If you still need assistance, please contact our technical support staff at (866-426-6967).

When sending an email to my friend, it gets returned to me, what's the problem?
First thing to always check is to make sure that there is not a typo in the email address you are sending to.  If there is no typo in the email address then look at the returned message.  There will be a reason listed on this email (close to the top) that will tell you why the message was returned to you.  Contact our technical support staff and tell them the reason that was given to you in the returned message and they will be able to further assist you.  You can contact technical support at (866-426-6967)

I am getting a login error on my Warp Speed Dialup client, what's going on?
The first thing to do is to right-click on the "V" in your system tray (right next to the clock) and access the configuration tab.  Make sure that your username (must be full email address)  and password are entered.  If your username and password are there, delete them and retype them and attempt to connect again.  If you are still receiving an error message, contact our technical support staff at (866-426-6967) for further assistance.

I paid for Warp Speed Dialup, but I received an email telling me my 14-day trial has expired, did I do something wrong?
If this happens to you then it is a glitch in our system.  You need to contact customer service at (800-464-1032) right away so that we can fix this for you ASAP.

Why is my account disabled or on-hold?
Did you forget to pay your bill?  If you have paid your bill and you have been told that your account is on-hold, please contact our customer service department at (800-464-1032) so we can help to get your account straightened out.

The last couple of days I have been getting an undeliverable mail message from the the server for messages I never sent out.
Unfortunately in the Internet arena today there are spammers that will do anything to cover their identity and to reach their targeted spam victims. The returned messages you are seeing are more than likely a spammer masking themselves behind your email address. This is something that is very easily done from inside any email client out there today (All the spammer needs to do is set your email address as the "reply-to" address and every email that is sent from the spammer will look like you sent it when that is not the case. Unfortunately this is out of our control as an Internet Service Provider. To make you feel a bit better this same thing happens to my email account as well. You should make sure your Virus definitions are up to date and then run a virus scan of your computer to make sure that you are virus free (there are virus's that attach to your computer and use your computer to send email out as well).  The only known fix that we suggest is changing your email address which you can do by contacting our customer service department at (800-464-1032).
 

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