Frequently Asked Questions
Is there a free trial period?
No, but there is a 5-day grace period. If you cancel within the first 5 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 5-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 our company after your 5-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.
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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.
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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. We do not offer dedicated service, but some of our competitors do for about $120/month. If you're account is being used as a dedicated line, your service will be terminated.
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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.
email support will be quicker almost every time than phone support although we do offer a tech support phone line.
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You have 18,000 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 signup 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@familyway.net and let us know your user id, current access number and network, and the access number and network you want to move to.
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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@familyway.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.
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I just signed up and want my personal web space, what do I do?
To signup for the 20 MB of web space simply drop us an e mail at support@familyway.net. We will be glad to help you!
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How can I get more filtering?
To signup for our NetSweeper filtering system, just email us and download NetSweeper from our members download page. support@familyway.net. We will be glad to help you! NOTE: We offer links to FREE filtering software, our NetSweeper is an additional $4.95/month.
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Is everything filtered?
No. For starters, FamilyWay filters your email for SPAM and VIRUS in a medium security mode. You can increase or adjust the level of your filtering by logging on to your account in WEBMAIL from the users home page. We do not automatically filter Internet access. First we offer FREE filters to try on our members download page and on our CD. If you do not like those, FamilyWay offers "NetSweeper" filter which costs $4.95/month.
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