FREQUENTLY ASKED QUESTIONS

Q. What is Northwest Internet's technical support number?

A. Technical Support is available Monday through Friday from 6:00 a.m. - 9:00 p.m. by calling 1-800-249-5251. Technicians are also on-call on weekends and holidays - just leave a message and they will return your call.

Q. How do I change my Password?

A. To change your e-mail password, just call our Technical Support Department and a technician can change it for you.

Q. Why do I get your voice mail when I call?

A. Northwest Internet Services has around 9000 customers who have some form of internet access through us. Our Technical Support hours of operation are 6AM-9PM Monday through Friday. A majority of our calls come in on Mondays and also during the late morning/early afternoon hours the rest of the week. Avoiding those high traffic times greatly reduces the possibility that you will be forwarded to our voice mail. However, if you leave a message, we will call you back very soon.

Q. Why can't you help me with my printer (digital camera, scanner, modem driver, sound card driver, etc.) problem?

A. There are thousands of programs and devices you can use on your computer and the list is growing daily. We cannot possibly learn to use all of them, much less support them. Technical Support focuses on providing the best possible support for Internet connectivity issues and the software we distribute.

Q. Why do some web sites take so long to download?

A. Sites with high-volume use, such as Netscape's site, can sometimes be slow because they are handling hundreds of simultaneous connections. The more simultaneous connections, the slower the site will operate. The number of Internet users could also affect your download time. If you are surfing during "prime time" (usually from 10 a.m. to 2 p.m. or from 6 p.m. to 11 p.m.), you will wait longer for popular sites than if you are surfing at 6 a.m.. But remember, the Internet is available 24 hours a day and it is always "prime time" somewhere in the world. The remote server you are trying to contact may be experiencing "peak load" from users located in its time zone.

Q. When I have problems getting or staying connected, why do you want to see what kind of modem I have? A modem is a modem. isn't it?

A. Not all modems are the same, some are better than others. Modem performance depends on the chip set used by the modem manufacturer. Sometimes manufacturers produce different models, one which works well, while another model works poorly.

Also, the version of the modem firmware (for hardware modems), or the software version in the case of a 'Win Modem' makes a difference. About 80% of all connection related problems, including poor performance, are modem related. A majority of these problems are resolved by upgrading to the latest modem code available from the modem manufacturer.

Finally, you should also be aware that not all ISPs use the same equipment. Some types of modem pool equipment may work better with one type of modem than another. An ISP is not going to replace equipment that may cost hundreds of thousands of dollars because you have trouble with your $20 - $80 modem. Northwest Internet will do its best to advise and assist you, but we are not going to make major changes or investments unless it is a problem that affects a large number of users. Neither will any other ISP.

ISPs upgrade modem pool firmware on a regular basis to the current software released by the equipment manufacturer in order to improve performance or correct problems with pre-existing code.

Doing a little research before you make a purchase may save you many headaches. When you buy a modem, make sure you have acceptable return or exchange privileges.

Q. Why do you go in and change things on my computer when I'm not around?

A. Northwest Internet Services personnel cannot remotely access your personal computer and make changes. There are several possibilities to address when it seems that settings are being changed on your computer without your permission. Some web sites can change your start page ( the first page that opens when you access the internet) just by asking you to click on a button or link. Sometimes a combination of key strokes accidentally pressed on your keyboard can make changes to your settings. There is also the possibility that a bug or software incompatibility can make your application act differently than it usually does.

Q. What is the ISP access code?

A. NWIS (It is not case-sensitive)