CogniSurf Frequently Asked Questions

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FREQUENTLY ASKED QUESTIONS

Welcome to CogniSurf frequently asked questions page!

If you cannot find the answer to your questions here, please contact our Customer Service.

QUESTIONS

Am I limited to a certain number of hours per month?

Are there any long distance charges when using CogniSurf?

Are there any penalties for canceling the service?

Can I block adult or other material?

Can I pay monthly?

Can I remain online for unlimited time without disconnecting?

Can more than one person access my account at one time?

Does CogniSurf have any chat rooms?

Does CogniSurf offer ISDN dial up access?

Does CogniSurf provide software?

Does CogniSurf support V.92 modems?

How do I get another e-mail address?

How do I order?

How easily can I get access to news, sports, stock quotes, hobbies, etc… ?

How fast is CogniSurf?

How long does it take to get my account activated?

How many e-mail addresses do I get?

How often does your server go down?

How often will I get a busy signal?

How often will the process of downloading files across the net be interrupted?

I forgot my password. How do I find out what it is?

I want to change to a different credit card. How do I do this?

Is CogniSurf setup software Macintosh compatible?

What credit cards do you accept?

What is my discount for pre-paying for my CogniSurf service?

What is the limitation on the size of files that can be attached to e-mail?

What is the monthly fee?

When is CogniSurf customer service and technical support available?

Who provides CogniSurf with its backbone to the Internet?

ANSWERS

What is the monthly fee?

CogniSurf Lite - $7.95 CogniSurf Basic - $9.95 CogniSurf Max - $14.95

When is CogniSurf customer service and technical support available?

CogniSurf Technical Support is available 24 hours per day,7 days per week at 1-866-992-9913 or via email: support@cognisurf.com. This number is for technical and billing inquires from existing CogniSurf customers only. Please note: There is NO (free) access to tech support for customers on the CogniSurf Lite plan.

Who provides CogniSurf with its backbone to the Internet?

CogniSurf utilizes the internet and frame-relay backbone of IP Applications.

What is the limitation on the size of files that can be attached to e-mail?

File size may be up to 4 megabytes and all file types are allowed.

Does CogniSurf support V.92 modems?

V.92 modems can be used to connect to the internet using CogniSurf service. However, the "on hold" feature that allows users to answer incoming calls while temporarily putting the internet connection on hold will not function.

What credit cards do you accept?

We accept Visa, MasterCard and American Express.

What is my discount for pre-paying for my CogniSurf service?

No. With CogniSurf, you only pay for one month at a time. There is no need to pay for 3, 6 or even 12 months up front.

Is CogniSurf setup software Macintosh compatible?

No. However, Macintosh users may manually configure their dialer, and will receive instructions after they order the service.

I want to change to a different credit card. How do I do this?

Just contact Cognisurf Technical Support at 1-866-992-9913 or via email: support@cognisurf.com.

I forgot my password. How do I find out what it is?

For security purposes, we can only mail your original password to you via postal service. Please e-mail customer service and they will put your password in the mail. Technical Support can assist you with resetting your password. Technical Support is available 24 hours a day, 7 days a week.

How often will I get a busy signal?

Not often! CogniSurf does everything possible to maintain easy access to the internet.

How often will the process of downloading files across the net be interrupted?

Ideally this would never happen. Many times when it does happen it is a problem with the server sending or holding the data and not the ISP.

How many e-mail addresses do I get?

CogniSurf Lite includes one e-mail address. CogniSurf Basic includes three e-mail addresses. CogniSurf Max includes five e-mail addresses.

How often does your server go down?

Not often. Our servers are completely redundant. When one goes down, another one picks up right where it left off.

How fast is CogniSurf?

Very fast! CogniSurf uses the latest in modem technology. All CogniSurf connections are via 56k, V.92 compliant network.

How long does it take to get my account activated?

You new account becomes activated upon completion of the order form.

How easily can I get access to news, sports, stock quotes, hobbies, etc… ?

With the simple push of a button! CogniSurf offers a comprehensive contents service that includes all of these services and more!

How do I order?

To order CogniSurf service go to http://home.cognisurf.com/cgi-bin/terms-and-conditions-20011010.cgi?sign_up.

How do I get another e-mail address?

Just use our convenient online forms. You may also contact the Support Desk for assistance. Note: CogniSurf Lite does not include technical support.

Does CogniSurf provide software?

Yes. After you order, we will provide you with a setup program that will automatically configure your dial-up software to access the CogniSurf network. You may also download Explorer or Netscape on their respective websites for free.

Does CogniSurf offer ISDN dial up access?

NO, Cognisurf does not offer ISDN dialup access.

Can I remain online for unlimited time without disconnecting?

A user will automatically be disconnected after 8 hours. You can call back in and reconnect within two minutes. Please note that the Cognisurf Lite plan comes with 15 hours of access per month. Any additional time is billed to your account. The Cognisurf Basic and Cognisurf MAX plans provide unlimited access to the internet.

Can more than one person access my account at one time?

No. Only one connection is allow per account.

Does CogniSurf have any chat rooms?

At this time, *CogniSurf* does not offer any in-house chat rooms. However, you can still download AOL Instant Messenger, ICQ or Internet Relay Chat (IRC), which will give you access to the Internet's largest group of chat rooms. You will also be able to utilize all of the chat rooms which can be found on the World Wide Web.

Can I pay monthly?

Yes. Your account will be billed monthly, in advance, to your major credit card. You should never lock yourself into a service for a 3, 6 or 12-month period of time.

Can I block adult or other material?

You may use filtering software to block material that you find objectionable or you do not want members of your family viewing. We are researching filtering software now and we will soon recommend our preferred choices. Of course, CogniSurf does not take any responsibility for software it recommends or what users view on the internet.

Are there any penalties for canceling the service?

No. We never charge a cancellation penalty. If we do not live up to YOUR expectations, then we do not deserve your business.

Are there any long distance charges when using CogniSurf?

We suggest that you check with your local phone company to make sure that the number you dial to use CogniSurf is a local call. If you can only access Cognisurf via 800 number there is a fee of 9 cents per minute. Under no circumstances will CogniSurf reimburse for long distance charges.

Am I limited to a certain number of hours per month?

After 8 consecutive hours, you are disconnected from our network. However, you may dial back in within two minutes. We do ask that you disconnect from our network if you are not actively using the internet. However, we do not require that you disconnect. CogniSurf Lite - This plan includes 15 hours of access per month. Additional time is billed at $1.00 per hour. CogniSurf Basic and CogniSurf Max - These plans have unlimted access.

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