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This page contains answers to Frequently
Asked Questions handled by our support staff, along with some tips and tricks
that we have found useful and presented here as questions.
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Click on a link to view common questions and
answers:
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Email Related Questions
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How do I setup my email in Outlook Express?
Outlook Express is the most commonly used email application. We have a
Step-by-Step instruction page that you can print out and use as a guide (Click here).
If you have more than one email account, you may be interested in setting up
separate Outlook Express Identities so that each
email account has its own Inbox. If you want email from multiple
accounts to reside in the same Inbox, just follow the steps in the guide
again for each account you wish to setup.
How do I setup Identities in Outlook Express?
Outlook Express Identities are used when you want to keep email from
different accounts in separate Inbox folders. We have a
Step-by-Step instruction page that you can print out and use as a guide (Click here).
How can I access my email from other locations?
FPB WebMail is an alternate way to
access your email and you can use it from any Internet connection in the
world. To use WebMail, visit
http://webmail.fewpb.net and login using your username and password.
If you use an email application like Outlook Express, any mail that you have
downloaded to your computer will not be available for viewing on the WebMail
server. If you only use the WebMail access, all of your messages will stay
on the server until you delete them or download them using an email
application.
How can I change my password for my email account?
You may want to change your password from the initial one we assigned you or
you may like to change your passwords from time-to-time. We have a
Step-by-Step instruction page on how to change your email password that you
can print out and use as a guide (Click here). If you are still uncomfortable, you can
call our 24-hour Technical Support line 866-352-9570 (toll-free) and request
that your account password be reset.
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Pop-ups, Viruses, and Other Annoyances
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I think my computer may have a virus OR my current anti-virus is old. What should I do?
Viruses are one of the biggest problems for Internet connected computers and
having a good anti-virus software is the key to keeping your computer
virus-free. Unfortunately, most people assume that once anti-virus
software is installed on the computer, they will always be protected and no
further maintenance is needed. In fact, all anti-virus software must
be updated on a weekly, if not daily, basis to stay ahead of the latest
viruses. If you believe you may be infected or if you don't currently
have up-to-date anti-virus software, there are a number of software packages available
that you can install to combat this problem. Look at our
Downloads page in the section of
Anti-Virus for assistance.
My system seems to have slowed down recently. What could be going on?
The vast majority of these computer system problems tend to be the result of
having Spyware running on your system. Spyware has probably become the
largest source of problems for Internet customers recently. There are
a number of software packages available that you can install to combat this
problem. Look at our
Downloads page in the section of
Anti-Spyware for assistance.
How do I stop these annoying pop-ups?
Pop-ups tend to be a result of having Spyware running on your system.
Spyware has probably become the largest source of problems for Internet
customers recently. There are a number of software packages available
that you can install to combat this problem. Look at our
Downloads page in the sections of
Anti-Spyware and
Pop-up Blockers for assistance.
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Personal Web Space Questions
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I have FPB Cable Modem service, how do I order / obtain a Personal Web Space account?
Customers who have FPB E-Mail Accounts get free Personal
Web Space (10MB each) to create their own personalized (non-commercial) web
pages. If you don't think you have an FPB E-Mail Account, just call Customer Service
at 352-4372 to inquire further.
I have an FPB E-Mail Account, how do I setup / access my Personal Web Space?
If you have not requested the activation of your Personal Web Space (PWS),
please call our Customer Service Department at 352-4372 to make that
request. Once you have requested activation of your PWS, you can use
this How-to Guide (Personal Web Space Setup) to
get instructions on connecting to your Web Space account and uploading
HTML
pages.
How do you create a Web Page? What is HTML code?
If you have never created a Web Page or used HTML code before, there are
several types of resources that can help. You first need to choose a
web page editing program. There are many kinds of
applications that can help you create web pages, some are even available for
free download on the Internet.
WYSIWYG
Editors, pronounced "wizi-wig", allow you to edit a web page
directly in the software
as it will look when it is viewed in a web browser, hence the name WYSIWYG (what-you-see-is-what-you-get).
WYSIWYG Editors tend to be more expensive than simple HTML Editors. HTML Editors, are
simple code editors that usually have a preview option that allows you to
quickly preview how the HTML code will look when viewed in a web browser.
Many of these HTML Editors are available for low cost or sometimes freely
downloadable on the Internet.
Whichever you decide to use will be a matter of personal preference;
however, it is one of the more important decisions to make prior to getting
started.
The experts over at the HTMLGoodies
website have created an excellent
Non-Technical
Introduction to HTML. They also have many tutorials and examples
of HTML code to help you get started.
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Lightning / Surge Protection & Modem Warranty
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I think my cable modem was damaged by lightning. Will FPB replace it?
- Purchased from FPB: If you purchased your cable modem
from FPB, we will honor the manufacturer's warranty and replace the unit for
up to one year from the date of installation.
- Purchased via Monthly Installment Plan Option: If
you bought your modem on the Monthly Installment Plan (payments
spread over 3 years), FPB will honor the warranty for a period of one year
from the date of installation. If it is damaged after the warranty is
expired, you will still be responsible for the remainder of the payments
(per your signed contract). Monthly Installment Plan (MIP) appears as
a $4 per month charge on your bill.
- Renting from FPB: If you rent the cable modem from FPB, we will
always replace the cable modem if it appears to have been damaged.
Rental charge appears as a $7 per month charge on your bill.
What precautions should I take to reduce the possibility of lightning damage?
- Safety First: Take the necessary
precautions and stay safe. Be sure to shut down and power off all
components including your monitor, computer, and/or turn off your power
strip *before* unplugging anything from the wall outlet.
- Use a good quality Surge Suppression Power Strip:
The first line of protection is to use a good quality Surge Suppression
Power Strip. These units can also have inputs for both phone lines
*and* CATV lines. These will help keep your computer safe.
- Unplug devices during a Thunderstorm: If
a storm is near, you can protect your equipment by unplugging your power
strip from the wall outlet *and* any other device connected to the
wall, for example: your CATV line to your cable modem and dial-up
phone line modem.
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General Questions
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What is a cable modem?
A cable modem is a device that allows high-speed access to the Internet
via our cable television network. It allow you to access the Internet without
the use of a telephone dial-up modem. This technology enables the subscriber
to stay online all the time, eliminating busy signals or “dropped connections,”
as well as increasing your download speeds depending upon what level of service
you choose.
How fast is a cable modem?
FPB currently offers four levels of Residential Cable Modem Service and Business Cable Modem Service (1Mbps,
2Mbps, 4Mbps, & 8Mbps). Typical
dial-up is rated at 56kbps.
What hardware do I need in order to use a cable modem?
The only hardware you need is a network interface card or a USB port. If
you think your computer does not already have one, refer to your computer owner’s
manual to be sure. Macintosh requires a 10 Base-T Ethernet port.
What requirements must my PC meet?
Computer running
either Windows 2000/XP or Macintosh OS 9 or higher.
Do I still need a telephone line?
No. FPB operates over Cable TV lines and does not need a telephone line
to send and receive information for the Internet.
Will I have trouble having two modems connected to my PC if I decide to maintain
my dial-up modem as back-up?
No. The cable modem is more like a network connection. It is not connected
to a serial port but to an internal network interface card. So, both your standard
modem and the cable modem can reside inside your computer.
Can I watch television at the same time I use FPB's Cable Modem Service?
Yes. Both the cable television service and the FPB’s high-speed modem access
service will operate normally when both are in use at the same time.
If I already have a network interface card, can I use it?
Yes, in most cases; however, a technician will make that determination at
installation. It is a requirement for Macintosh systems.
Should I back up my system before the FPB service is installed?
Yes. Backups should be a regular part of using any personal computer. The
installer will not back up your system for you. You will be required to sign
a waiver releasing the installers from responsibility if something should happen
during your installation or from using your connection.
How do I know that the FPB High-Speed Internet Service is Secure?
The Internet is a shared resource. This shared resource, regardless of how
you access it, also presents an element of risk. As a result, the security of
your files and computer while on the Internet is your responsibility and one
that we encourage our customers to take seriously. Remember, with the Frankfort
Plant Board service, you are online all the time.
When I subscribe to the FPB Cable Modem Service, am I required to get an FPB
E-Mail Address or can I keep my current e-mail service?
FPB requires the creation of at least one FPB e-mail address to help
identify the account and so we can send administrative alerts. Customers who want to keep their current e-mail service
can do so; however, at this time, we will only recognize the primary FPB
e-mail address for sending notices and alerts.
Do I need to Subscribe to the Cable Television Service to get the FPB Cable
Modem Service?
Although a cable connection from FPB to your home will be necessary for
you to receive high-speed data services, you do not have to purchase cable TV
service.
I am a subscriber to AOL now. Will I have to drop this service to get FPB Cable
Modem Service?
FPB Cable Modem Service is compatible with AOL BYOA™ Bring Your Own Access.
Please contact AOL for assistance with this feature.
If I have problems after the installation, what number should I call for assistance?
If you have a problem with your Internet connection or your FPB ISP Service
you should call our 24-hour Technical Support line at 866-352-9570. If
you have problems with other services (e.g. AOL, MSN, etc.), you should contact
the technical support representatives for that service.
Is there a contract I have to sign or a minimum period required for my FPB Cable
Modem or ISP Service?
Unlike other companies providing similar services, FPB does not require
a contract for service. We feel the customer's satisfaction with FPB's service
will keep you as a customer in-lieu-of a contract.
I want to use FPB as my dial-up ISP Service, Can I do that?
Not at this time. Should the Service become available to FPB customers,
we will contact them directly.
Why might I need a Sticky IP Address?
Sticky IP addresses are sometimes required for certain applications like:
video teleconferencing (H.232 protocol), remote access, and sometimes VPN services.
Sticky IP addresses cost $10 each per month.
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