Support
Supporting your Internet experience is one of our most important
tasks. If you are having trouble please do the following:
Read the error messages (if any) that appear on your screen.
Even if the message doesn't mean anything to you it probably will to us.
Write it down if you can't remember exactly what it says.
Contact us - Tech support is free for any issues related to your Internet
service. The fastest way to reach us is by telephone at (419) 720-3635,
(419) 833-3635 or (888)
419-3635. If you get a answering machine please leave a detailed message AND A PHONE
NUMBER. The answering machine is really a pager and will notify us of a message.
Many times we will call back within minutes even if we are out of the office.
Leaving a phone number is very helpful since we do not always have access to
your account information when we are out of the office.
E-Mail - Our e-mail address is support@amplex.net
and is checked on a regular basis. Most of the time our e-mail is also forwarded to
the on-call pager and we can respond fairly quickly if you leave a phone number.
If you continue to have issues once you have worked with us please let us
know -- Often we will change a few settings and have you try using your
system. If what we suggest doesn't work please let us know so that we can
try something else!
Specific Issues
Email: There are two ways you can access your email. The
first option is called
Webmail. Webmail works from any computer with an Internet connection, and
only requires that you have a web browser installed. The second option is to use
an email client installed on your computer. Microsoft Outlook Express and
Microsoft Outlook are the two most common email clients. Instructions for
configuring these programs are available
here.
Modems: You should NOT have problems with random disconnects from our
service - If you are having difficulty we can help -- but only if you let us know.
While all modems should be compatible with our system some work better than
others. We can generally make a few minor changes to your modem
configuration and get it working correctly.
Filtering/Firewalls: We do not run a firewall between your
computer and the Internet. However we do filter certain traffic that is commonly
malicious in nature:
SMB (Server Message Block), also known as Windows File
Sharing. UDP and TCP Ports 135,137,138 and 139 are blocked at the border
routers and at the Ethernet interfaces on the terminal
servers. This is to help protect our customers machines from
each other and the massive number of attacks on the Internet based on those
ports.
Martian IP Addresses: These are Internet addresses that are reserved
for private networks or other uses. The list includes things like
10.0.0.0, 127.0.0.0, etc.
