High Speed Internet: Frequently Asked Questions

Equipment & System Requirements

• Do I need to be a GEUS cable TV subscriber to use the high speed Internet service?
  
• Will cable Internet work with my existing software?
  
• What do I need to do to get my home ready for high speed Internet? Will my house need to be rewired?
  
• What equipment do I need for my Internet connection?
  
• Are there any modems I can't use?

General Questions

• What is a cable modem?
  
• How does a cable modem work?
  
• Is there an advantage to using a cable modem connection instead of a telephone modem?
  
• Do I still need a telephone line?
  
• If I subscribe to GEUS high speed Internet, do I still need an Internet Service Provider (ISP)?
  
• If I decide to keep my dial-up connection as a backup, will it cause problems with my PC?
  
• What's the difference between cable modem Internet and DSL?
  
• Where do I get the cable modem I need for my Internet connection?
  
• Are all computer operating systems supported?
  
• How do I sign up for GEUS high speed Internet?

Hooking Up

• Can I hook up more than one computer?
  
• How does the cable TV network connect to my computer?
  
• Can I watch TV when I'm surfing the Internet?
  
• Will sharing my cable TV service with my Internet connection slow down my Internet access?
  
• Will cable modem service slow down during heavy usage periods?

My Connection

• What is a firewall and do I need one?
  
• What do I do if I have trouble with my Internet connection?
  
• My wireless Internet connection keeps dropping out. What's wrong?
  
• How fast is the GEUS Internet connection compared to dial-up, wireless, DSL?
  
• Where do I get the cable modem I need for my Internet connection?

• Is there a way to test the speed of my connection?
  
• My lights on the modem sometimes flash when I am not doing anything on my computer. Is this normal?

Privacy & Security

• Does GEUS ask me to update my account information via email?

• Does GEUS Internet service assign a random IP number each time I turn on my computer?
  
• How can I protect my computer from Internet worms and viruses?
  
• What is spyware?
  
• Does GEUS provide spyware protection for customers?
  
• How can I protect my computer from spyware?
  
• Does GEUS ever give out customer information such as email addresses, web usage patterns, etc.?
  
• Does GEUS offer other security features?
  
• How can I protect my personal information when I'm using the Internet?

Just for Parents

• How can I prevent my children from visiting websites I don't want them to see?

Personal web pages

• Can I create my own web page on GEUS?

Email

• Will my e-mail work the same with GEUS high speed Internet service?
  
• What are my email settings?
  
• How do I configure my email program if I use Outlook?
  
• Can I still use AOL with the GEUS service?
  
• Will I be able to have more than one e-mail address?
  
• Can I change my email account password?
  
• Can I pick up my e-mail from another computer? What if I am out of town?
  
• Help! What do I do if I can't collect my email?
  
• Is there any way to determine who is sending me a virus or spam?

Spam & Pop-ups

• Why do I get so much unwanted email?
  
• What is spam and what does GEUS do to reduce it?
  
• Is there anything else I can do about spam?

Technical Support

• How can I receive technical support?
  
• I don't see my question listed here. What do I do now?
  

Equipment and system requirements

Do I need to be a GEUS cable TV subscriber to use the high speed Internet service?

No. High speed Internet is a separate service. However, customers who subscribe to both the high speed Internet and cable TV services qualify for a "combo" discount.

What are the minimum system requirements for hooking up my computer to high speed Internet? (Will my Pentium 133 MHz machine work OK?)

GEUS recommends a166 MHz or faster processor. A slower computer is not capable of taking full advantage of the high speed connection we provide.

Other factors that will affect performance include RAM (we recommend at least 64 MB) and available hard disk drive space (we recommend at least 500 MB).

With a high-speed connection, you will be flooding the PC with data. If your computer has a slower processor, less RAM, less hard disk space, than recommended, it will not be as well equipped to handle the speed of data transfer. In other words, although you will have a very fast connection, your computer will not be able to keep up with it.

This does not mean you need to buy a new computer to connect to high speed Internet! But be prepared for less than optimum performance if your machine doesn't meet the minimum requirements listed above.

Will cable Internet work with my existing software?

Yes.

What do I need to do to get my home ready for high speed Internet? Will my house need to be rewired?

Our GEUS installers will connect new coaxial cable (free of charge) from the high speed cable running down your street to your cable modem location. We will install either a USB cable or a short Ethernet jumper from the modem to your computer.

What equipment do I need for my Internet connection?

You will need a cable modem for your connection. GEUS will provide the modem for you. If you already have a cable modem, or prefer to purchase your own modem, GEUS will discount the cost of your monthly service by $7.00.

Your cable modem must be a DOCSIS 1.1 and 2.0 compatible modem. We recommend the Motorola SB5100 cable modem we use as the GEUS-supplied modem. We have better diagnostic capability for monitoring and troubleshooting problems on this particular modem.

The following modems are not compatible and cannot be used:

• D-Link Systems, Inc.
• Super External Dual-link CM, CastleNet
• Zoom Telephonics
• SMC

The only technical requirement for connecting your computer to the recommended cable modem is that your computer must be capable of establishing an Ethernet connection and a TCP/IP session or have USB capability.

If you want more than one computer to have Internet access you will need a router and internal network interface card in each computer. If your computer doesn't already have an internal network interface card installed, there must be a slot available to install one. You will also need an available IRQ, a unique address that will identify the computer's Internet card when you add it. GEUS can provide this equipment and install it for you upon request. There is an additional charge for the equipment.

If your computer has USB capability, USB will be used for the cable modem connection. If your computer has an Ethernet card, Ethernet can be used as an alternative.

If you prefer to use Ethernet, and your computer does not already have an Ethernet card, you can install the Ethernet card yourself, have a computer store do it for you, or ask GEUS to do the installation. If GEUS installs your network card, we will configure your computer for you (and you won't have to worry about what all those initials mean!).

Are there any modems I can't use?

The following modems are not compatible and cannot be used:

• D-Link Systems, Inc.
• Super External Dual-link CM, CastleNet
• Zoom Telephonics
• SMC

General Questions

What is a cable modem?

It's a device that allows high speed Internet access using a cable fiber optics and coaxial cable network. It is used in place of a telephone modem.

How does a cable modem work?

It works just like a standard telephone modem - it sends and receives data from the Internet, but it does it much faster.

Is there an advantage to using a cable modem connection instead of a telephone modem?

Since the cable modem connects to the Internet using the coaxial cable and fiber optic systems of the cable TV system, it's more cost effective than telephone connections to the Internet. It allows subscribers to stay online all the time - no more "dropped" connections. And it's much faster. Your telephone line is freed up for normal voice communications.

Do I still need a telephone line?

Only to make telephone calls!! The cable modem will replace your telephone modem. And being online will no longer interfere with receiving phone calls. Also, if you currently lease a second telephone line just for dial-up Internet service, you may be able to disconnect the second line and save money in monthly charges!

If I subscribe to GEUS high speed Internet, do I still need an Internet Service Provider (ISP)?

No.

If I decide to keep my dial-up connection as a backup, will it cause problems with my PC?

No. The cable modem is a network connection. Instead of being connected to a telephone line, it's connected to an internal network interface card or through a USB port. You can use both modems on the same computer.

What's the difference between cable modem Internet and DSL?

Cable modem allows you to access the Internet through the same coaxial cable that brings TV into your home. DSL (Digital Subscriber Line) is a telephone connection that uses telephone cables to link your home to the telephone company office. Both are "always on".

Where do I get the cable modem I need for my Internet connection?

GEUS will install the necessary cable modem as part of your high speed Internet installation.

If you prefer to install your own modem, you should be able to use any cable modem that is a DOCSIS 1.1 and 2.0 compatible modem. However, we recommend the Motorola SB5100 and have better diagnostic capability for monitoring and troubleshooting problems on this particular modem.

The following modems are not compatible and cannot be used:

• D-Llink Systems, Inc.
• Super External Dual-link CM, CastleNet
• Zoom Telephonics

There may be a reduction of your monthly charge if you have your own modem. Please check our listing of Internet charges for details.

Are all computer operating systems supported?

GEUS support covers Windows and Mac operating systems. However, GEUS does not recommend cable modem service to computers operating Windows 95 or Windows 98.

After July 1, 2004, GEUS will not support PCs using Windows 95. Windows 98 will not be supported after January 1, 2005.

After these dates, service problems experienced by Internet customers using Window 95 or 98 operating systems will require third party support. In other words, if the modem is operating properly, the customer will be responsible for hiring a technician to address the problems.

How do I subscribe to GEUS high speed Internet?

It's easy! Just call 903.457.2800 to subscribe to GEUS high speed Internet.

Hooking Up

Can I hook up more than one computer?

If you have more than one computer, all of them can use the same cable modem if they are networked. To set up a home network, you will need to install Cat 5 Ethernet cable from each computer to the router location. The router should be located adjacent to the cable modem.

We can provide the network cabling and router for you if you wish. We charge $125 for the router (installed and configured) and $75 for network cabling to each additional computer (the first computer is installed at no charge).

If you prefer to use your own router, GEUS recommends the Linksys BEFSR41 Cable/DSL 4-port router.

The router is only necessary if you wish to set up a home network whereby multiple computers can share the Internet connection or if you require a hardware firewall.

If additional IP addresses are required, GEUS can furnish them for a small monthly fee. Choose the option that is best for you here.

How does the cable TV network connect to my computer?

Via a cable modem that connects to a coaxial cable just like the one that connects your TV set to the cable television service. The cable modem connects to your computer through a short cable. If your computer is equipped with USB ports, a USB connector will connect the modem to your computer. Otherwise, a network interface card will allow the modem to communicate with your computer.

Can I watch TV when I'm surfing the Internet?

Yes. Both your cable television and high speed Internet service can operate at the same time.

Will sharing my cable TV service with my Internet connection slow down my Internet access?

No. Even though both services come into your house over the same wire, cable TV uses a different part of the signal. It doesn't mix with your Internet communication. You'll get high quality cable TV service and Internet connection at the same time.

My Connection

What is a firewall and do I need one?

With high speed cable Internet service you are online all the time. This makes it possible for a hacker to gain access to your computer and its files. Although it is unlikely a hacker will be interested in gaining entry to your files, firewall protection prevents any unwanted intrusion.

The Linksys router recommended above for networking two or more computers also provides firewall protection. It's easily configured through your Internet browser interface.

GEUS provides a free Linksys BEFSR41 4-port cable router with built-in firewall for commercial customers. For residential customers who need firewall protection, GEUS will provide the same router for a charge of $125.

A number of software firewalls are also available but we do not recommend nor support a specific software. Improper configuration of the firewall software can lead to connection problems. In addition, a software firewall solution will not offer the same level of protection as a hardware firewall like the Linksys router.

What do I do if I have trouble with my Internet connection?

To troubleshoot your connection:

• look at your modem box (the top 4 lights should be green to show you have power and a live GEUS connection to the Internet)
• if the top light is green, but the next 3 are NOT lighted, check the coaxial cable connection to the modem to make sure it is plugged in all the way. If the plug is in tight, contact GEUS at (903) 457-2800 during normal working hours or (903) 457-2888 after hours or on weekends to report the problem.
• if all 4 of the lights are out, check the "standby" button on the front of the modem to see if it has been inadvertently pressed. Check your connections to the modem (including the power cord and the power switch on your outlet powerstrip).
• if the cable is snug and all 4 lights are green but you still can't access the Internet, turn off power to the modem for 15 seconds, then turn it back on. (The modem doesn't have a power switch, so you will have to unplug it to turn off the power, then plug it back in.) This should reset the modem. It will take a few seconds to re-establish a connection. The top 4 lights will flash while the modem reconnects. If that still does not establish connection you can unplug all connections from the modem and reattach each in order. First the power, second the internet connection and lastly to your computer.
• if you have 2 or more computers networked through a router, make sure the router is turned on and indicating linked computers. (Review the network router instructions to make sure it is working properly.) Sometimes turning the router off and then back on will reestablish a connection.

If you still experience loss of service (modem does not display four green lights) after following the instructions above:

• call 903.457.2800 during normal working hours
• call 903.457.2888 after hours or on weekends

GEUS will respond and restore your service promptly.

Please record the following service numbers and keep them in a handy place in case you experience a problem with your service.

For technical support, mail problems, PC configuration questions, personal web space support:

• call toll free 1.800.352.8156. Technical support is available 24/7 for your convenience.
  
• for online support go to www.24hoursupport.com

These services are free of charge to our customers.

My wireless Internet connection keeps dropping out. What's wrong?

Certain wireless routers are improperly configured and are stuck in an excessive loop process in which the router drops and reestablishes a connection to the broadband network approximately every 25 seconds.

Customers who are using a Belkin 802.11g wireless router (Model #F5D7230) are particularly susceptible to this excessive looping problem. Belkin has issued a firmware update that will correct the problem and ensure that your wireless router can properly connect to our broadband network. If you are using this Belkin router and experiencing frequently dropped connections, we encourage you to visit Belkin's website to learn more about downloading and installing this firmware update.

If you have further questions about the update or the performance of your Belkin wireless router, we encourage you to contact Belkin U.S.
Technical Support. (Contact information is in the "contact us" section of the Belkin website.)

How fast is the GEUS Internet connection compared to dial-up, wireless, DSL?

A cable modem can reach speeds up to 50-60 times the speed of a standard 56 Kbps (kilobytes per second) telephone dial-up connection. The average speed of 3.3 Mbps (megabytes per second) is much faster than DSL. Connection speeds vary but are regularly clocked between 2.6 Mbps and 3.8 Mbps download speed and 220 Kbps upload speed. Click here for more information.

Will cable modem service slow down during heavy usage periods?

You will share a bandwidth with others in your GEUS node. The GEUS system plans to limit nodes to 250 connections, creating new nodes as necessary. With 250 connections or less, any drop in speed at peak usage should not be noticeable.

Is there a way to test the speed of my connection?

You can run a Speed test of your connection at the following websites: http://dfw.speakeasy.net/ or http://www.dslreports.com/stest

My lights on the modem sometimes flash when I am not doing anything on my computer. Is this normal?

It is normal for the bottom "activity" light to flash occasionally, even when you are not doing anything on the computer. If any of the top four lights are flashing (other than during modem startup) it could indicate a problem that may require service.

Privacy & Security

Does GEUS ask me to update my account information via email?

Some emails claiming to be from our service ask you to provide your Internet user name and password. This is a "phishing" scheme attempting to gain access to this information to compromise your Internet account or worse.

Please note that GEUS will never send you an email asking for any personal data, including your login and password, birth date, social security number, bank account information, etc.

Most other reputable organizations have also stated that they will never ask for personal information via email. So, the next time you receive an email message claiming to be from Amazon, eBay, PayPal, the IRS, your financial institution or any other organization requesting that you provide or confirm your account information, you can be all but certain that it is from someone trying to steal that information.

Unfortunately, these scams are very successful because the email messages often look so legitimate. Please guard your personal information so you do not fall prey to these types of schemes.

Does GEUS Internet service assign a random IP number each time I turn on my computer?

IP's are issued dynamically (as a default) through GEUS's DHCP server for a 5-day reservation. Therefore, your IP address usually changes every 5 days.

How can I protect my computer from Internet worms and viruses?

Check your computer regularly to make sure it is virus and worm free.

The recent worms that have appeared on the Internet (like Blaster) can cause problems for Internet users. It only takes a few infected customers to cause a slower Internet experience for everyone -- not just those that are infected.

If you are not currently running virus protection software, install it as soon as possible! Run regular virus scans on your entire system, and set your virus protection to check all email.

There are a number of good virus protection software packages on the market that provide ongoing support and up-to-date virus definition files. It is extremely important that virus definition files be updated regularly (your software will explain how to do it). It's easy to download the updates - and with GEUS's high connection speed, this takes only a few minutes.

In addition, make sure you download the latest security updates for Microsoft Windows as they become available. The new worms can infect your computer through no action on your part if you do not have the latest Windows Security Updates.

Once you have scanned your system with virus protection software and determined you are free of viruses and worms, download the latest Windows Updates .

Please note: You will NEVER receive an email from Microsoft with an update attached. If you receive such an email, it is actually a virus! Do NOT open the attachment.

What is spyware?

Some websites or banner advertisers install tracking software, or spyware, on your computer. It sends information about your surfing habits to the installer to allow them to better target the advertising they send you. You are not notified that spyware has been installed and there is no way for you to know what data is being sent or who is collecting it.

Because these spyware programs are always running in the background when your computer is on, they can significantly slow down your computer's operation.

Does GEUS provide spyware protection for customers?

GEUS, like most Internet service providers, does not have an antisypware filter.

How can I protect my computer from spyware?

While there is currently no easy way to block spyware, there is software available, some free, to remove spyware from your computer. You can find it by running an Internet search on spyware.

You may need to run the antispyware periodically, since some versions only remove the spyware already installed on your computer but don't prevent more from collecting.

Does GEUS ever give out customer information such as email addresses, web usage patterns, etc.?

Absolutely not!

We respect your privacy and will never give your information to anyone else. The data we collect is for billing purposes only.

Does GEUS offer other security features?

Other security features within our system include encrypted data transmission between the cable modem and GEUS' cable router. We have implemented Baseline Privacy with 56-bit DES encryption to provide secure transmission of data within our network.

How can I protect my personal information when I'm using the Internet?

Never email credit card numbers or other personal information. Email is NOT secure.

If you are ordering something online, make sure you are on a secure site before transmitting any information. An icon showing a locked padlock will appear on the information bar across the bottom of the screen when you are on a secure site.

More information about protecting your personal information and preventing identity theft.

Just for Parents

How can I prevent my children from visiting websites I don't want them to see?

Although GEUS does not have a feature that allows you to limit your children's access to the web, you can use the Content Advisor in Microsoft Explorer to do this. Content Advisor allows you to select which web sites you want your children to view. It will block all other sites.

Just follow the instructions on the Content Advisor site.

Personal web pages

Can I create my own web page on GEUS?

Every GEUS Internet account holder has access to up to 10 MB of personal web space. You can set up your own web page to display information about you, your family, hobbies, or other information that you would like to put on the World Wide Web.

To set up your page, go to http://24hoursupport.com/index.php?page=personal_web.html for instructions. This site provides basic information to explain the process. Click here for frequently asked questions about a personal web page.

Note: Please make the following change to the information shown on the above web site.
To access your personal web page via FTP, go to ftp://ftp.geusnet.com/ . You will be prompted to enter your user name and password. Enter the information, and click "Log On" and to upload information to your personal web page.

After you have uploaded information to your site, you can go to http://www.geusnet.com/~<YourUsername>/ to view the information with your browser.

If you need additional assistance, please contact technical support at 1.800.352.8156. Technical support is available 24/7 for your convenience.

Email

Will my e-mail work the same with GEUS high speed Internet service?

Yes. If you do not have a domain name, your e-mail address may change.

What are my email settings?

Incoming e-mail: pop.geusnet.com
Outgoing e-mail : SMTP.geusnet.com
News server: news.geusnet.com

How do I configure my email program if I use Outlook?

Open Outlook. Click on the "Tools" menu.
If the menu lists "Accounts" follow this procedure:

1. Select "Accounts" and click on the "Mail" tab
2. Click on the "Add" button at the side of the window
3. Select "Mail" from the pop-up menu
4. Follow the prompts for information you need to enter

• "Display Name" is your name
  
• Your email address is username@geusnet.com (example: if your user name is john doe, your email address is johndoe@geusnet.com
  
• The incoming mail server is a POP3 server. Enter pop.geusnet.com for the incoming server name
  
• Enter SMTP.geusnet.com for the outgoing server name
  
• Your account name is your username, all lowercase letters
  
• Your password is the password that was given to you when you created your account (The password is case sensitive - capitalize letters only if they were capitalized in the password you were given.)

5. Under "which method do you want to use to connect to the Internet?" check "connect using my local area network (LAN)".
6. Click "Finish"
7. You'll need to close Outlook and restart it for the settings to take effect.

If the menu lists "Services" or if you have Exchange server support installed follow this procedure:

1. Click the "Add" button.
2. Select "Internet E-Mail" and click "OK".
3. On the "General" tab, in the first box, enter geusnet.com.

• Fill in your name and your email address.

4. Click the "Servers" tab. In the Incoming Mail (POP3) fields, enter pop.geusnet.com. In the Outgoing Mail (SMTP) fields, enter SMTP.geusnet.com.

• Your "Account Name" is your username, all lowercase
  
• "Password" is the password you were given when you opened your account. (Remember, it's case sensitive- capitalize letters only if they were capitalized in the password you were given.)

5. On the "Connection" tab, select your method of connection.

• Select to connect using a network or a LAN.
  
• Click OK.

6. You'll need to close Outlook and restart it for the settings to take effect.

That's it! You are now ready to send and receive email through your high speed Internet connection.

Click here for information on configuring other email clients.

Can I still use AOL with the GEUS service?

You will still be able to connect to AOL through the high speed cable Internet service. You may want to adjust your AOL account once you connect to cable Internet as it may change your monthly rate.

Will I be able to have more than one e-mail address?

Yes, three e-mail addresses are provided with standard service. Additional e-mail addresses are available for a small fee.

Can I change my email account password?

Yes. You can change your password online at https://my.24hoursupport.com

You can also call the GEUS office at 903.457.2800 or call the support number, 1.800.352.8156, to change your password.

Can I pick up my e-mail from another computer? What if I am out of town?

There are three ways to check your email from remote locations.

If you are out of town, you will need an Internet connection from some other source. We do not offer remote dial-up service at this time. Many hotels now offer Internet connections to their guests. Or, you may be able to use a friend's or family member's Internet connection. Cyber Cafes and some public libraries also provide Internet connections.

1. Use our new web-based mail service.

Go to http://webmail.geusnet.com/

Enter your Username and Password

Click the "log in" button, and you will be able to send and receive email via the web.

2. Use an advertiser-supported web page that can collect your email
Go to http://www.mail2web.com.

Enter your e-mail address and your email password

The web page will retrieve your e-mail. It will not remove messages from the server, so any email you collect using this site will download again when you collect your email from home

3. (For advanced users) Use Outlook Express or other mail software.

Use pop.geusnet.com for the incoming mail server. Enter your account name and password. You will be able to receive mail, but not send mail using this method.

This procedure will change the mail settings on the computer you are using! Remember to restore the original settings for the computer's owner.

Help! What do I do if I can't collect my email?

The first (and easiest) thing to try is to close all of the software programs you have running and shut down your computer. Leave the machine off for 2 minutes, then restart. (You would be amazed at how many computer problems are solved by just rebooting like this!)

If that does not correct the problem, look at your modem box. The top four lights should be green, confirming that you have power and a live GEUS connection to the Internet.

If the top light (the power light) is green, but the next three are not lit, check the coaxial cable connection to the modem to make sure it is plugged in all the way. If connections are snug, contact GEUS at call 903.457.2800 during normal working hours or 903.457.2888 after hours or on weekends to report the problem.

If all four of the lights are out, check the standby button on the front of the modem to see if it has been inadvertently pressed and check your connections to the modem (including the power cord and the power switch on your power strip). Again, if the top light is on, but not the others, contact us.

If the top four lights are all green but you cannot collect your e-mail, try to open a web page to see if the web portion of your browser is working.

If you can't connect to the Internet, check the connections between the modem box and your computer.

If all the cables are securely plugged in and all 4 lights are green but you still can't access the Internet, turn off power to the modem for 15 seconds, then turn it back on. (The modem doesn't have a power switch, so you will have to unplug it to turn off the power, then plug it back in.) This should reset the modem. It will take a few seconds to re-establish a connection. The top 4 lights will flash while the modem reconnects. If that still does not establish connection you can unplug all connections from the modem and reattach each in order. First the power, second the internet connection and lastly to your computer.

If you have 2 or more computers networked through a router, make sure the router is turned on and indicating linked computers. (Review the network router instructions to make sure it is working properly.) Sometimes turning the router off and then back on will reestablish a connection.

If you can connect to the web, your connection is good. That means the problem is probably in the e-mail configuration.

Go to the e-mail configuration section to confirm that your settings are correct. If your settings appear to be correct please report the problem to GEUS at 903-457-2800 during normal working hours or 903-457-2888 after hours or on weekends to report the problem.

Is there any way to determine who is sending me a virus or spam?

Look at the full message header. Click on the received email then click on File, Properties, Details.
(Outlook users: double click on the message in your Inbox, click View and Options to see the full message header.)

You should be able find the following text in the full message header:

Received: from [xxx.xxx.xxx.xxx] (helo=localhost)
by qsmtp5.america.net with smtp (Exim 4.10)
id 19Nv9t-0001HA-00
for joesubscriber@geusnet.com; Thu, 05 Jun 2003 09:52:01 -0400
From:Person who sent virus<Virussender@domain.com>

The "Received: from" IP number should be legitimate. You may be able to trace the IP to a person.
The "From: Person.... " may be legitimate or may be spoofed. For worm viruses, it's usually legitimate; for spam, it's usually spoofed.

If you are able to determine the person who sent the email, you can contact them. If not, you can determine their ISP (Internet Service Provider) and send a complaint to the ISP.

Spam & Pop-ups

Why do I get so much unwanted email?

Anytime you buy something on the Internet or sign up for additional information, your email address is collected.

Read the fine print! On some sites where you request information (or free samples) there is a statement that says by submitting the form you agree to receive email from that site's sponsor and other companies.
Also, some online businesses are not careful about keeping your email private. In fact, they may sell your email address to other companies. As a result you have an inbox of unwanted mail.

What is spam and what does GEUS do to reduce it?

Spam is generally defined as unsolicited email that clogs up your inbox.

In an ongoing effort to provide our email customers with the best possible service, GEUSNET activated new EmScan mail protection service in September of 2003. EmScan will block much of the junk mail that can clog your in-box. It will also block known email viruses.

Blocked email messages are held in quarantine in a separate Web-based Message Center. When EmScan blocks a suspicious message (one that EmScan interprets as spam), you will receive a message that an incoming email has been blocked and quarantined. You can look at your quarantined mail to determine if you want to read any of the messages. Suspicious email is kept for 14 days, after which it will be automatically deleted.

To visit your EmScan Message Center to check for valid email and delete unwanted messages, use (and bookmark) this link:

http://login.postini.com/exec/login?

Enter your email address (example:joe@geusnet.com) and your password.

For help accessing and configuring your EmScan Message Center visit

http://www.24hoursupport.com/emscan/help

Additionally, since February 11, 2002 our provider has rejected mail from open relays, which are mail servers that are not configured properly. Open relays make it much easier for spammers to send millions of messages around the world while also making it harder to track them down. Blocking mail from these open relays allows our provider to reduce the spam you receive by as much as 70% (your figures may vary).

This action should not block any valid email. Many open relays are servers in faraway countries that are not configured properly, and you would not normally receive valid mail from those servers. Responsible ISPs are very careful not to run open relays.

However, occasionally there may be a small Internet Service Provider (ISP), a school, a business, or some other source of valid email that lands in the open relay database. Usually, this occurs because they have recently brought a new server online or upgraded an old server and did not configure it properly. If someone you know uses a server that is blocked, you will not be able to receive email from them until the problem is fixed.

IMPORTANT NOTE: While EmScan will protect you from virtually all incoming email-borne viruses, it is important to know that this service, and others like it, cannot guarantee that your system will never be infected. The best anti-virus solution is a multi-level approach, including regularly updated virus protection on your computer, and using good common sense precautions when receiving files from diskettes, file downloads, and email attachments.

Is there anything else I can do about spam?

Ray Everett-Church, cofounder and counsel for CAUCE (Coalition Against Unsolicited Commercial Email), an ad hoc volunteer organization created to advocate a legislative solution for spam suggests these spam-fighting tips:

• Don't reply to spam.
  
• Don't post your email address on your website or in a newsgroup.
  
• Check a website's privacy policy before giving it your email address.
  
• Use a spam filter.
  
• Send the offender's email header to your ISP.
  
• Never buy anything advertised in spam.

Technical Support

How do I get technical support?

GEUS has local on-call technicians to monitor the reliability of the Cable and Internet Operation. GEUS Internet customers also have free access to a 24 hour, 7 days a week Internet Support Call Center.

BROADBAND INTERNET SUPPORT:  1.866.467.9794

Or visit www.24hoursupport.com for additional information.

We have also added a chat line to answer general questions regarding your internet experience.

I don't see my question listed here. What do I do now?

Submit your question to our support team by completing the help desk support form. Your question will be answered by email or phone. For support chat click the banner below.