Is there
a free trial period?
No, but
there is a 10-day grace period. If you cancel within the first 10 days
of your account being activated, you will receive a full refund of the
subscription price. We will always try to solve any performance or technical
issues that you may have within that 10-day period.
What happens
if I want my money back after the grace period?
If you decide that you want to terminate your service with RuralIsp.net
after your 10-day grace period has expired, and you have purchased annual
service then your account will be assessed a $15.00 termination fee and
converted to a month-to-month account. You will then be refunded the difference.
There are no refunds on month-to-month accounts.
Is there
a difference in quality between the networks?
In short, No. All of our networks have very good QoS (Quality of Service)
ratings. All of our networks have in excess of 99.9% up time on a national
level. Any POP (Point of Presence) can experience connectivity issues on
occasion, but none of our networks experience ongoing customer support
issues. No matter what network you choose, you will get the best possible
service.
I'm having
problems with my account, who do I call?
RuralIsp.net provides 24
hour 7 day customer service / tech support to all of its
subscribers. Cant get logged on? Problems with your email? Wonder when
your account will expire? Need to change your billing info? Everything
can be handled with one call to 1-877-932-8350.
Doesn't
Unlimited service mean I can stay on 24 hours a day 7 days a week?
In short,
No, it doesn't. Unlimited service means that whenever you need to sit down
at your computer and use the internet, it will be there for you. This is
what is commonly referred to in the industry as "Attended Use". Leaving
a computer parked on a connection 24 hours a day is what is known as dedicated
service. Please refer to our Terms of Service ( TOS
) for full disclosure.
What does
24/7 E-Mail support mean?
All e-mail inquiries are answered within 24 hours, usually within 12 hours
and sometimes, depending on the volume in queue, in real time. The e-mail
support system is monitored 24 hours a day, 7 days a week. E-mail support
cost a fraction of phone support and allows us to keep our cost manageable,
which in turns allows us to keep our service prices low.
What's
the difference between customer support and technical support?
Customer
support
simply pertains to account info. You want to change the credit card or
checking account you have your subscription on. You need to add a 2nd e-mail
box to your account. You want to change your password. These are typical
customer service issues. You also can report any network outages or performance
issues to customer service.
Technical
support
pertains to PC, software, hardware or operating systems configurations
that may apply to your internet connectivity. We provide an on-line library
of technical support articles.
Support issues
of all kinds (customer and technical) can always be addressed via our e-mail support system.
You have
10,000 numbers available to me, but they are on different networks, can
I move between them at will, or do I need to ask first?
Yes,
you can move between the networks at will, and yes you must ask first.
Your authentication domain provided you at sign-up is only good for the
network you initially choose. All network changes are processed on the
first day of each month. If you have to switch networks, then you will
need to notify us via e-mail at support@ruralisp.net
and let us know your user id, current access number and network, and the
access number and network you want to move to.
I've signed
up for service and want my 2nd e-mail account. How do I get it?
Simple
e-mail your desired parameters (user id and password) for the e-mail box
to support@ruralisp.net
If the user name is available, the 2nd account will be set up within 24
hours. If it is not, you will be contacted for another choice.
I just
signed up and want my personal web space, what do I do?
To sign-up for the 10 meg space simply drop us an e-mail at
support@ruralisp.net
