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Internet Technical Support


PC Internet Setup

Just got a new computer? Need to get it connected to the internet? Follow these simple steps and you'll be surfing in no time.

  • First click START then Control Panel.
  • Click on Network and Internet Connections
  • Click on Internet Options
  • This is the Internet Options window
  • Select the Connections tab, then Setup to start the wizard
  • This window pops up, click OK to continue
  • Select Next to start the wizard
  • Select Connect to the Internet, then Next
  • Select Set up my connection manually, then Next
  • Select Connect using a broadband connection that is always on, then Next
  • Click Finish to complete the setup. Now you can open Internet Explorer & surf the internet.

Troubleshoot Internet Connection Issues

The first thing to do when connection to the internet is lost, is to power cycle all your equipment. If your PC is already on, please shut it down before following the outlined procedure below:

  • Pull the power cord out of the modem (bottom-most cord on Motorola modems) and leave it out for at least a minute
  • If you have a router (allows more than 1 PC/MAC to connect to the internet at the same time) you will need to unplug this as well.
  • Now, plug the power back into the cable modem and wait for 4 solid lights on the front of the unit.
  • Then plug in router and wait 20 seconds or so as it pulls needed information from the modem.
  • Lastly, startup the PC/MAC and open a web page that you don't normally go to, verifying you are not just opening saved pages from the internet cache. If this procedure does not work, please call Technical Support for further assistance.

Spam & Virus Filtering

Important alert for MaxxSouth customers!

Beware of any e-mail that asks you to reveal personal identifying information, including your online logins, user IDs and passwords, even if the email threatens some serious consequence. The email may not be legitimate even though it contains authentic logos and trademarks from companies with whom you regularly do business.

Responding to such email, or clicking on links within the email that lead to websites, may cause viruses and malicious software to infect your computer. It may also result in the theft of your online credentials and other personal identifying information that could allow cyber criminals to gain unauthorized access to your accounts.

Please be advised that MaxxSouth will never ask you by email to provide personal or financial information, your account number, user name or password, or ask you to verify your email. If you suspect that you've received a fraudulent e-mail that appears to be from MaxxSouth, do not click on it or provide any personal information.

If you are unsure whether a suspicious email that appears to have been sent by MaxxSouth is legitimate, you may send it as an attachment or paste it into a new email to phishing@MaxxSouth.com. Please do not forward the email itself. Then, delete the email and empty your deleted email folder.

If you have received suspicious emails purportedly from other organizations, you may also send the phishing emails (as an attachment) to spam@uce.gov, as well as to the company, bank, or organization impersonated in the email. You also may report phishing email to reportphishing@antiphishing.org. The Anti-Phishing Working Group, a group of ISPs, security vendors, financial institutions and law enforcement agencies, uses these reports to fight phishing. You may also file a report with the Federal Trade Commission at www.ftc.gov/complaint. Then, delete the email and empty your deleted email folder.

WHAT IS SPAM?

Spam is a term used to describe any kind of unsolicited online communication, usually email. Sometimes the unwanted online communication is harmless, but it can also be more serious and more dangerous if it is part of a phishing attack.

WHAT IS PHISHING?

Phishing attacks-which may come in the form of "spam" (online junk mail)-attempt to persuade an email recipient to voluntarily provide security credentials or personal identifying information, usually by inviting the recipient to click on a link that leads to a malicious or fraudulent website. The goal of phishing is to steal your personal information and/or to disrupt your computer (and potentially those of others via your computer) through viruses and malware.

MaxxSouth utilizes advanced anti-spam filters and virus protections to block the vast majority of fraudulent emails. However, in recent years, cyber-attacks have increased in frequency and sophistication, so harmful emails may still reach recipients' inboxes. For this reason, caution always is advisable.

WHAT IS A VIRUS?

A computer virus is a software program or computer code that becomes attached to your computer through email attachments, instant messages, or downloads. The virus is designed to spread from one computer to another and to interfere with your computer's operation and performance. It may also corrupt data on your computer and result in the loss of programs and or saved files.

WHAT IS MALWARE?

Malware is short for "malicious software." It includes viruses and spyware that get installed on your computer, phone, or mobile device without your consent. These programs can interfere with the performance of the device and can be used to monitor and control your online activity. Cyber criminals use malware to steal personal information and commit fraud.

Where can I learn more about identity theft?

Visit the FTC's Identity Theft website to find out more about identity theft and the steps you can take to minimize your risk.

You may also visit "How to Protect Yourself Online" on the website of the Federal Communications Commission. You may also click on the PDF link below for a print-friendly version.

What does MaxxSouth do to protect my account from online attacks?

MaxxSouth deploys proprietary, state-of-the-art spam filtering which removes the majority of unwanted email before it ever reaches your email inbox. The filtering consists of a multi-stage process using a variety of methods that is over 99% effective. The MaxxSouth filtering will not interfere with your in-house spam filters, only enhance them. Email that is not clearly spam will be tested and marked as suspected spam based on content. This allows you to set filters for spam that meet your needs. MaxxSouth also provides virus protection by removing known virus content before it hits your computer or server.

Proofpoint Spam Filtering and Virus Protections

As a part of our continuing improvements for our High Speed Internet customers, MaxxSouth is proud to announce the release of ProofPoint, our new spam and virus removal service. While there are many reasons for MaxxSouth to make this switch in providers, the single biggest reason is that it is an investment in our customers. Spam is the most frequent complaint in the industry of Internet providers. MaxxSouth is investing in the highest rated spam tool offered in our industry.

Our technical support staff is well trained on the product and will be available to answer any of your questions or concerns. A few of the advantages to the service are:

The new technology results in a very high spam catch rate while dramatically reducing false positives. Our internal testing has shown approximately a 40% decrease in spam sent to mailboxes versus the previous spam solution. A summary of newly quarantined messages are sent to your mailbox daily. A simple click of the mouse can release the message to your inbox or mail box from the quarantine or whitelist the sender, preventing their mail from being held back to wait for your approval. Email Virus detection with hourly signature updates.

One of the largest changes is that you, the customer, no longer needs to select and delete the spam items as before. All known spam is automatically deleted and only questionable items will be sent out to the customer for the decision to keep or delete.

For more information on your Spam Filtering and Virus Protection service, please feel free to contact your local MaxxSouth Technical Support department.

Home Networking

Have you ever wanted to connect more than one computer to the internet via your cable modem?

You can! And, it's easy.

We'll provide the Internet access and the cable modem. Our DOCSIS certified cable modem is capable of providing service to multiple computers. Simply purchase a router at your local computer store, hook it up, and voila; you've got yourself a network!

You will be responsible for installing and maintaining the network, but if needed MaxxSouth Technical Support can make recommendations for assistance.

See below for a diagram of a typical installation:

Email Support

The following information is designed to provide more information about your new email address, and is related to MaxxSouth email addresses only. MaxxSouth internet packages come with either 2 or 5 complementary email addresses, with additional email addresses available for a small fee.

Unused Email Accounts

Email accounts that are not accessed for over one year are subject to permanent removal from the system. This allows us to free up popular email addresses so that new customers may have them. Accounts that are not checked for 90 days are disabled. You can check the email address through our website to restore any lost functionality.

Email Storage

The MaxxSouth email system is not meant for permanent storage of email. The system is designed to store email only until the customer is able to retrieve it. Therefore, any email message that is left on the system for over 120 days is subject to deletion. It is suggested that the customer use a permanent email program such as Outlook, Outlook Express, Mac Mail, or any other local email client.

Email Lists/Mass emails

Residential and Business customers using a dynamically assigned IP address can send an email addressed up to 100 recipients and each email can be up to 20MB in size. Business customers using a reserved or static IP address can send an email addresses to up to 500 recipients and each email can be up to 500MB in size.

Email Space

Each email account has a total available space of 250MB on our email server and can contain a maximum of 8192 emails. When this quota is reached, email will not be delivered to the account that is past its quota. An automated email, via our spam protection server will be sent when the quota is at 90% that will direct you on how to retrieve those emails from our mail server.

Spam Protection Server

MaxxSouth currently has a spam protection server in place to protect your email address. You may see emails come in from our spam protection server (Proofpoint Server) from time to time. If you receive an email from pps@MaxxSouth.com, its is probably an end user digest containing the email our spam protection server has blocked. We give you the opportunity to "release" any emails that have been wrongly quarantines though this email. You can also add safe email addresses and block certain unwanted email adresses. There is also an option to change your spam settings via this email. Learn more about Spam Protection. If you need help of have any questions, feel free to contact or technical support staff at any time.

Email Client Configuration

Below you will find the standard email configuration information, as well as some basic directions on how to configure some of the more popular email clients with your new MaxxSouth email address. If the email client you wish to use is not included in this list, and the standard configuration information does not provide enough information for you to configure your client on your own, feel free to contact technical support at any time.

Password Changes

In the event you forget your password, you will need to contact technical support for assistance with changing your password. We are available 24/7, by calling 1-800-457-5351.

Standard Email Configuration Information

Below are some of the more popular email clients and some step-by-step directions for configuring them.

If you would like to speak to a Technical Support representative about your e-mail account, please call us 24/7, at 1-800-457-5351.

Browser Issues & Popups

How to set the homepage With Internet Explorer open, click on Tools, then Internet Options. At the top of the page, enter the URL (webpage) you want the browser to open to, then hit Apply at bottom of screen. With Netscape, click on Edit, then Preferences. On the right side of the screen, you can set the browser to open to a blank page, or to any page you enter in the Home Page field.

How to create a favorite

At the top of the page in Internet Explorer, click on Favorites, then Add to Favorites. This will make finding your sites easier. To open a favorite site listing, click Favorites, then click the listed favorite you want to open the browser window to. In Netscape, click Bookmarks, then "Bookmark this Page" To open a bookmark, click Bookmarks, then click on the desired bookmark.

Popups

A new window that opens unrequested (by you), on your screen is known as a popup. It is often used for advertising and unfortunately, over-used. Popups can be caused by adware and/or spyware located on your PC without having any open browser windows. Some people add programs to the PC to block popups, and others use alternative browsers like Mozilla, Firefox, or Opera to utilize the built-in popup blockers. Below are details on each category and how to eliminate these types of issues.

Adware

Generically, adware (spelled all lower case) is any software application in which advertising banners are displayed while the program is running. The authors of these applications include additional code that delivers the ads, which can be viewed through pop-up windows or through a bar that appears on a computer screen.

Spyware

Spyware is any technology that aids in gathering information about a person or organization without their knowledge. On the Internet (where it is sometimes called a spybot or tracking software), spyware is programming that is put in someone's computer to secretly gather information about the user and relay it to advertisers or other interested parties. Spyware can get in a computer as a software virus or as the result of installing a new program. The headache with this type of software is in constant contact with a central server slowing your connection down.

Browser Hijacking

A browser hijacker (sometimes called hijackware) is a type of malware program that alters your computer's browser settings so that you are redirected to web sites that you had no intention of visiting. Most browser hijackers alter default home pages and search pages to those of their customers, who pay for that service because of the traffic it generates. More virulent versions often add bookmarks for pornographic web sites to the users' own bookmark collection, generate pornographic pop-up windows faster than the user can click them shut, and redirect users to pornographic sites when they inadvertently mistype a URL or enter a URL without the www. preface. Poorly coded browser hijackers -- which, unsurprisingly, are common -- may also slow your computer down and cause browser crashes.



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