[ Welcome to Connect Supportbase ] Connect Support Central - Voice Mail FAQ
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Q. What exactly is a FAQ?
A. FAQ is an acronym for Frequently Asked Questions, which serves to inform people of the most common questions and answers on a given topic. This FAQ exists to give you instant answers to a variety of common questions our support staff receives.

Q. Why do I need to read this FAQ?
A. Our support staff occasionally receives high call volumes which result in some callers being sent to voice mail. We want to help you resolve your issues as quickly as possible, so this FAQ explains where to leave voice mail, among other helpful things.

Q. I left five voice mails! No one returned my call! Why?
A. All voice mails are listened to by a real person. Those that have identifying information are called back (many callers speak unclearly, neglect to leave their username, real name, phone number, or brief description of the problem). Additionally, many users call our offices and punch in random extensions, then leave voice mail in those extensions when no one answers. We have to manually track these down, which causes lengthy delays and frustration to all involved. When you call in, wait for the operator or someone to assist you. If you cannot wait, the Connect Support voice mailbox is currently #251.

A.2 We strive to assist every customer with every problem. However those who leave more than one voice mail inquiry, flood the system messages that impede our progress in getting back to everyone quickly and fairly. Therefore, to help ensure a quick reply to your inquiry, please follow the following guidelines:

  • LEAVE ONE MESSAGE ONLY!. If the problem is on our end, you may receive email notifying you of the action taken. If the problem is a login issue, you will receive a phone response. If the problem is a billing issue or payment, you may receive an email or phone reply. In any case, if the problem is something that requires your input or participation to solve, you will be contacted by phone within one business day. If you feel do not get a timely reply, feel free to call back in, but do not leave an additional voice mail on the same problem.

  • To have your voice mail acted upon, you must include the following information:

  • The Full Name your account is listed under
  • Your Dialup Username
  • Your daytime/evening phone numbers
  • A brief description of the problem.

    Giving specific details will help us expedite your call. *We're sorry, but messages without the required information cannot be processed, and will be deleted.

  • Do not leave Support mail in Billing or any other Company division mailbox. Some users think this will get a faster reply, but in reality it increases processing time, as a representative must listen to the message, then redirect it back to its proper destination.

  • These are quite rare, but any messages containing profanity, epithets or other verbal abuse will be deleted instantly, without action or notice. Should we track such an abusive message to your account, your account will be terminated. As stated before, our dedicated staff is happy to assist you with any problems you may have, but we refuse to support users who cannot control their profane or vulgar behaviour..

  • Any inquiry that is not supported by dialup Internet Support (external web sites, services, products, Windows questions, software purchases, third-party software, etc.) is not covered by Internet support, and cannot be answered.

  • We also reserve the right not to respond to messages left during a period of Planned Maintenance. It is your responsibility to check our web site to be informed of when we perform maintenance. Usually, all such work is announced a week in advance, and no later than 48 hours prior. We try to schedule maintenance in the early morning (8am-11pm) or afternoon lull (1-3pm). However, we reserve the right to perform any repairs or upgrades at any time, without prior notice.

    Q. Is your support staff overloaded?
    A.     A. It's not! We keep extra staff in place during business hours to handle the normal call load. At times, due to events beyond our control (Regional Internet outage, telephone company glitch, power outage) Hundreds of users call in at once. No company can anticipate or prepare for these unexpected events. In times like this, Voice mail provides you a chance to receive a quick, personal reply despite the high "noise level" of the current crisis.

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