Sunday, May 20, 2018
 

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TECHNICAL SUPPORT
Call Toll Free 770-429-2120, extension 3


Common Questions

 

Q: Can I use myCobbweb.com Internet service on my computer?
A: myCobbweb.com Internet software is IBM compatible. Systems must operate on Windows 95, 98, 2000, ME, or XP. You must also have 16 megabytes of RAM and 100 megabytes of free hard disk space (usage is actually less). Macintosh use is supported and installation is facilitated through technical support.

Q: What is my username?
A: Your user name will be the name you choose during signup plus "@" and domain name. (example: xxxx@xxx.xxx)

Q: Can I change my username/password online?
A: You cannot change your username. You may change your password by calling Technical Support at (770) 429-2120, option 3. You may also change your password by selecting My Account from the myCobbweb.com home page, then click View/Edit Plans Details. 

Q: Can I access my email on the web?
A:   You can access your myCobbweb.com email from anywhere with an Internet connection. Simply point your browser to mail.mycobbweb.com. Enter your full email address and password and you can send and receive email from anywhere.

Q: How do I set up identities in outlook (express)?
A: There are step-by-step instructions to assist you in setting up your e-mail at https://signup.mycobbweb.com/help/Default.asp.

Q: Can I use the service on multiple computers?
A: Yes you may use your dialup account on multiple computers, just not at the same time.

Q: Can I use numbers in my password?
A: Yes you may use numbers in your password.

Q: How do I set up myCobbweb.com Internet service on my computer?
A: Download "dialer.exe" at the end of the signup process and install it. Follow the prompts and enter the appropriate information.

Q: Will there be any long distance charges?
A: The connection to the Internet will be a local call if you are dialing within metro Atlanta. If you are using the service outside the metro Atlanta area, you need to make sure to use a local connection. We have many access numbers to choose from. Vist http://portal.mycobbweb.com/networks and enter both the city and area code to view a current list.

Q: Where do I place my username?
A: After you have downloaded and installed “dialer.exe” you will be prompted to enter your username.

Q: My computer says "I'm Connected" but what do I do now?
A: You can open a browser such as "Internet Explorer" or "Netscape" by clicking the "E" or “N” icon on your desktop.  Or go to the Start button on your task bar, scroll to Programs and click on "Internet Explorer." Type a URL in the address field and press Enter. 

Q: Can I create a webpage?
A: We offer 10MB of web space with dialup service. Simply call customer support at (770) 429-2120, option 3 for details. 

Q: Are there additional numbers that I can use to dial in with other than the one I am using now?
A: We have many access numbers to choose from. Visit https://signup.mycobbweb.com/PopFinder.asp?Mode=find&ClientID=MCOB and enter both the area code and the first three digits of your telephone number to view a current list. 

Q: How do I add additional email accounts?
A: To add up to four additional e-mail accounts, please call customer support at (770) 429-2120, option 3. Or, select My Account from the myCobbweb.com home page and follow the prompts to create a new e-mail address. If you do not need 5 email addresses, you may choose as many as you need now and activate the others at a later date.

Q: How will I be billed?
A: You chose your billing option when you selected the Offer Code at the beginning of the Registration process. If you are a Cobb EMC or Cobb Energy member in good standing, you may be billed for Internet service on your Cobb EMC electric or your Cobb Energy bill. For those who are in good standing, you may also change your billing option at any time by calling (770) 429-2120. If you are not a Cobb EMC or Cobb Energy member, you will asked to pay by credit card.

Q: What is the Cost for myCobbweb.com Internet service?
A: Please visit http://www.cobbemc.com/resident/internet.htm for current package options.

Q: Can I cancel my service at any time?
A: You may cancel any time. However, we do not prorate billing statements. It is best to cancel service at the end of a month. If your account is active on the 1st day of any calendar month, you will receive a bill for monthly service.  

Q: How many email accounts do I get? Do I have to set them all up at once?
A: You will receive a total of five e-mail accounts. To add additional e-mail accounts at any time, please call customer support at (770) 429-2120, option 3. Or, select My Account from the myCobbweb.com home page and follow the prompts to create a new e-mail address. If you do not need 5 addresses, you may choose as many as you need now and activate the others later.

Q: How to I change my Account or Billing Information?
A: To change any of your Account information, please call customer support at (770) 429-2120. You may also edit your Account Details on-line. Select My Account from the myCobbweb.com home page, then click View/Edit Plans Details. 

Q: During what hours may I call Tech Support?
A: MyCobbweb.com Technical Support is available by calling (770) 429-2120, option 3, 24-hours-a-day, 7-daysa-week. 

Q: What is the Ticket/Reference Number used for?
A: The Ticket/Reference number is used by the call center to better assist you. 

Q: How do I set up my outlook (or outlook express)?
A: There are step-by-step instructions to assist you in setting up your e-mail at https://signup.mycobbweb.com/help/Default.asp.

Q: I keep receiving an error message when I try to connect.
A: An error message with the number 691 could mean that your account is inactive. Please contact Technical Support at (770) 429-2120, option 3 for this or any other error messages.

Q: Why am I receiving Possible Interruption of Service email messages?
A: If you are receiving a Possible Interruption of Service e-mail message, your credit card might have expired. Please call (770) 429-2120 to update your billing information.

Q: What is a Network?
A: A network is a group of phone numbers that you may use to access the Internet. myCobbweb.com internet service has 5 networks. When you select a local number from this list, you will be assigned to that particular Network. You can use different numbers (from your Network only) if you are traveling and need to find a local dial-up number. Each network has an hourly usage limit per month. Personal usage should be weighed carefully when choosing a network.

Q: What if I want to use the Internet for more than 300 hours per month?
A: Very few people ever need to exceed the 300 hours per month limit – after all that would mean staying online for over 10 hours every day! But for those who do require extra surfing time, myCobbWeb.com offers a Power User option. Power Users receive the equivalent of their hourly maximum (300, 200, or 150) depending on Network selection) for an additional $7. Several networks available. Hours per month based on customer's network choice.

Q: What is Filtering?
A: Filtering is a way to control the content available on your Internet connection. By analyzing the incoming and outgoing messages and then letting them pass or halting them based on the Internet Protocol addresses of the source and destination, your filtering software can ensure that nothing offensive or inappropriate is able to enter your computer.

Q: What is a Pop-up Blocker?
A: Pop-ups are Internet advertisements that literally “pop up” in their own browser windows when you are online. For some users, they can be annoying and troublesome. They may hamper your navigation speed as well. myCobbWeb.com’s Pop-up Blocker will limit these types of windows, giving you a more pleasurable Internet experience.

Q: Can I pay for myCobbweb.com Internet Service on my Cobb EMC Electric Bill?
A: Cobb EMC electric billing cycles differ from the myCobbweb.com Internet service billing cycle. If you are billed for Internet service on your Cobb EMC electric bill, your monthly Internet service payment will coincide with your electric billing cycle, not with your Internet service activation date. We do not prorate myCobbweb.com billing statements. If your myCobbweb.com account is active any day of the month, you will be billed for that entire month of service.

If your myCobbweb.com Internet service is billed on your Cobb EMC electric bill and you have billing questions, you may call Cobb EMC Customer Service, 24 hours a day, 7 days a week at (770) 429-2100. You may also access your Cobb EMC electric bill online at www.cobbemc.com. Click on “Account Access.” Please have your current Cobb EMC electric bill handy because we will need to know your Account Number and Activation Code OR Meter Number.

Q: Can I pay for myCobbweb.com Internet Service with my charge card?
A: If you are paying your myCobbweb.com Internet service by charge card and have billing questions, please call 24 hours a day, 7 days a week (770) 429-2120, option 3.

WebRunner Frequently Asked Questions

Q: What are the minimum system requirements I need to use WebRunner?
A: Pentium 166 MHz or greater
     48 MB RAM or greater
     Windows 9x/NT/ME/2000/XP
     Internet Explorer v4.0 or greater
     10 to 20 MB of free disk space

Q: Will WebRunner work with any other operating systems such as OS2, MacOS or Linux?
A: No, WebRunner currently only works with Windows 9x/NT/ME/2000/XP.

Q: Will WebRunner work with Content Filering?
A: No, WebRunner and Content Filtering are both Proxy based services that will only work individually. Browsers allow only one connection to a proxy server.

Q: Will WebRunner work with any other web browsers such as Netscape, Opera, etc.?
A: No, WebRunner currently only works with Microsoft Internet Explorer version 4.x or above.

Q: Which POP3 email programs does WebRunner work with?
A: WebRunner works with Microsoft Outlook Express and Microsoft Outlook.

Q: How does WebRunner accelerate my email?
A: Most email messages are typically composed of a combination of both text and images. This is especially true for HTML formatted email messages. HTML is the most commonly used format for e-mail. WebRunner accelerates your email by compressing the size of the images in HTML formatted email messages and attachments (such as photographs), making the overall size of the messages smaller and resulting in faster mail downloads.

Q: Does WebRunner work with web-based e-mail such as Hotmail, Yahoo Mail, etc.?
A: Yes, since web-based e-mail interfaces are basically just web pages, WebRunner will accelerate the speed at which your web-based e-mail messages open in your browser. However, the speed at which file attachments are UPLOADED from your computer to the web-based email server you use when composing a message will not be accelerated in the current design of WebRunner. This is not a significant issue since most users of web-based email only compose brief outgoing text messages without images or other attachments.

Q: Does WebRunner accelerate the speed of FTP downloads or uploads?
A: No, WebRunner does not accelerate FTP (File Transfer Protocol) transfers in either direction. FTP uses different TCP/IP (Transmission Control Protocol) ports than the ports that Web and e-mail services use. However, much of the time spent online by most users is spent viewing web pages. Therefore, most of your Internet online time will be accelerated by WebRunner!

Q: I'm using the Free Trial version of WebRunner. How long does it last and what do I need to do when it expires?
A: The Free Trial version of WebRunner lasts 7 calendar days from the date you install it. If you like WebRunner and wish to continue using it, simply go back to the WebRunner download page and follow the instructions. If at any time you decide that WebRunner is not for you, simply uninstall WebRunner by going to the Windows Start menu and clicking "Start > Programs > WebRunner > Uninstall" to remove the software from your system.

Q: I'm using the registered version of WebRunner. Will you stop billing me for WebRunner if I just uninstall the software?
A: No. If you have already registered your copy of WebRunner and wish to discontinue being billed for it you must call Customer Service to have it removed from your list of active services. Customer Service can be reached toll-free, 24 hours a day at (770) 429-2120.

Q: I still have more questions about using WebRunner. Where can I find more information?
A: The WebRunner software has an extensive Online Help file built right into it. Download the Free Trial version and try it out for 7 days. There's nothing like seeing things firsthand and the built-in Online Help file can answer most questions you might have. If you prefer, you can also call us at (770) 429-2120, option 3 with any remaining questions.

 

How do I cancel my existing Internet service?

Some service providers give you the run-around when you try to discontinue service, offering several months of free service if you continue. Many customers report accepting this offer only to find that they get billed for the extra months and have to go through the process of calling again to get disconnected. Be firm the first time and don’t accept any offers of free service. Remember that there’s a reason why most of them only let you cancel over the telephone. They want their sales representatives to talk you into staying. Follow the steps below to ensure your existing service is cancelled:

  1. For users who have monthly fees directly debited from their checking accounts, be sure to notify your bank to not accept any more debits from your old service provider.
  2. Make sure you send a general e-mail notice of your new email address from your old service to everyone in your address book that you want to continue contact with. Also, be sure to copy yourself at your new address. If you are using Outlook (Express) or Eudora your address book should remain intact with your new service. If you are an AOL customer you will need to copy the addresses from the notification e-mail described above to your new e-mail address book. This process takes to 20 minutes for an address list of 50 names.

What is the Quickest Way To Cancel my old/existing Internet service?

What’s quickest way to cancel your existing Internet service? Pick up the phone. In fact, in most cases, it's the only way. We have included a list here of the major Internet Service Providers, along with their phone numbers and other information you need to cancel your account. When you contact your old provider, be sure to have the following information available:

  • User Name (email address)
  • Password
  • Mailing address and/or phone number
  • Number of the credit card that you charged the service to (sometimes the last four digits are used for verification purposes)

Below is a list of phone numbers (and other information) for the major Internet Service Providers to assist you in canceling your old account:

America Online (AOL): AOL lets its members cancel by phone, fax or mail.

  • Phone: 1-888-265-8008
  • Fax: 1-801-622-7969 (include your full name, phone number, address and either your screen name or the last four digits of the credit card you billed the account to)
  • Mail: America Online, P.O. Box 1600, Ogden, UT 84401 (send the same information required for a fax) For additional information, go to Keyword: Cancel.

CompuServe: Phone only 1-800-292-3900
Earthlink: Phone only 1-800-890-6356
Microsoft Network (MSN): Phone only 1-800-386-5550
Prodigy: Phone only 1-800-213-0992
Worldnet (AT&T): Phone only 1-888-613-3064

If your provider isn't listed here, contact its customer service department. 

 


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