Q. Why do I need to read this FAQ?
A. While our support staff strives to be as helpful and courteous as possible, we receive too many calls for non-support related issues. Additionally, many users do not read our occasional Emails and News notices sent out to inform. Theerefore, we have collected the most frequent of these questions here, compiled into different series for you.

Q. So, What exactly is going on at Connect, Inc.?
A. On February 1, 1999, We relocated our dialin hardware and Internet operations to Charlotte, NC. This has allowed us to offer almost 200% more capacity, faster, more full-featured servers, and more support staff - all without increasing our prices!

Q. What else does this transition do for me?
A.Glad you asked! We now have a local tech support number for Statesville (704.903.INET) and hope to have more local support numbers for you in the near future. Additionally, we have been working overtime on the new phone system in Charlotte, and while it still has many issues to work out, it is much better than our old system. Additionally, we will be able to offer you more free services and account enhancements from this new location, including the ability to modify your account information online, access tons of software designed to enhance your Internet connection, as well as enjoy a faster, more reliable connection to the Internet through increased backbone connections.

Q. What good is a phone system if I can't get through?
A. We have been actively recruiting new support staff since November, and they are now awaiting your calls. The best time to call is from 10am-5pm, however our support hours will soon be extended.It is also our goal to offer you a level of support far above what you'd find at an ISP charging twice as much. We value your business, and this is our way of showing you we mean it.

Q. What about the busy signals at night?
A. You should be getting no busy signals from your Connect dialin number. If you do, it is rare, and should go away within 2-3 minutes. It is possible that you may get other phone company messages, but you should not be getting busy signals.

Q. What about system slowness and disconnects??
A. New servers are in place, and network performance problems have all but disappeared. Almost everyone loves our new mail server, which is now processing over 350,000 messages a day.

Q. What about problems with my 56K modem?
A. While our usage agreement clearly states that we cannot guarantee you a 56K connection, we are continually enhancing our equipment with the latest drivers to ensure you get the best connection possible for your location. For example, a recent service release we installed, solved two longstanding connection issues with IBM and HP computers that were running obsolete 56K (non-V.90) drivers. Additionally, we have begun publishing a free CD which contains the latest V.90 drivers for many mainstream modems, as well as working with large computer vendors to obtain fixes, help and updates for Connect customers who are having problems with 56K access. However, you must realize that 56K has some issues that you should understand.

Q. Sounds good. What plans do you have in store for this web site?
A. This web site is in heavy development, and it will soon become a friendly, feature-rich site full of content developed exclusively for our customers. After the core items are prepared, we will begin requesting your feedback about what you'd like to see included. It is our goal to provide you with a one-stop resource for everything you need to make the most of your Internet connection.

Q. Anything Else?
A. Yes. While many of you have experienced problems with the service, many of you have also taken the time to stop by our offices to comment on the excellent service you have received - even more so since we've perfomed our recent upgrades. A 99% customer retention rate is proof of that.

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