Pacific Bell Internet Services Support Parameters

Pacific Bell Internet Services' network is designed to work with any Internet TCP/IP-compliant application or operating system. However, because it is important to us to provide you with world class technical support, we are focusing our testing and troubleshooting efforts on the following specific applications, operating systems, services, and technical procedures. If an application or operating system is not listed below it does not mean that our network is incompatible with that item. Rather, it means that we have not tested that product with our service and are unaware of efficient ways to assist you based on the product's expected behavior. If you have questions about our support parameters you may e-mail us using our Customer Support Form.

Pacific Bell Internet Services defines "support" as technical assistance in the following areas:

• Installation and configuration of software specified as supported in this document.
• Configuration of hardware specified as supported in this document.
• Troubleshooting problems encountered during the installation, configuration or use of software and services specified as supported in this document.
• Provision of information regarding:
  • Services specified as supported in this document.
  • Settings for systems and servers specified as supported in this document.
  • Settings for software components specified as supported in this document.

  System Requirements
  Network
  Additional Services
  Billing
  ISDN
  Third-Party Software
  Registration
  Customer Service
  Miscellaneous

  
  

  System Requirements (For Dial Up Service)

  Operating System
  Windows NT
  Windows 98
  Macintosh
  Browsers
  Netscape Communicator
  Hard Drive Space
  Central Processing Unit (CPU)
  Modems
  Random Access Memory (RAM)

  Network

  News
  E-mail
  Connection Speed

  Additional Services

  Extra E-mail
  Roaming
  SurfWatch
  Personal Home Pages (PHP)
  Digital Subscriber Line Internet Access (DSL Internet Access)
  eMessage

  Billing

  Credit Card Options
  Phone Bill Billing Option
  Billing Cycle
  Pricing Plans
  Account Credit

  ISDN

  Terminal Adapters
  ISDN Line

  Third-Party Software

  TCP/IP Stacks
  WINSOCK.DLL / WSOCK32.DLL
  Network Software
  Internet Dialers

  Registration

  Account Setup Wizard
  Online Registration
  Fast Registration
  ISP Select

  Customer Service

  System Status
  Hours of Operation
  E-mail Support
  Software Orders
  Online Help System
  Language Services
  Services for the Disabled

  Miscellaneous

  Shell Accounts
  FTP
  Telnet
  IRC
  Java
  LANs

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  System Requirements

  Operating System Pacific Bell Internet Services supports the installation and configuration of our customized versions of Netscape when they are installed on the following operating systems:
  • Windows 95
  • Windows 98 when used with Netscape Communicator 4.x.
  • Windows NT 4.0 when used with Netscape Communicator 4.x.
  • Macintosh OS 7.5, OS 8.0 and OS 8.1 for Netscape Communicator 4.x.
  • Macintosh OS 7.1, OS 8.0 and OS 8.1 for Netscape version 2.x and 3.x.
  Windows NT Pacific Bell Internet Services supports the installation and configuration of our customized version of Netscape Communicator 4.0x for Windows NT 4.0x. We do not support our version of Netscape Communicator 4.0x on Windows NT 3.51 or below, nor do we support our version of Netscape Navigator 3.0x or below for any version of Windows NT. We do not support non-customized versions of Netscape Communicator or Netscape Navigator or any other third party software beyond providing network settings. We also provide support for basic connectivity issues that may arise when using our version of Netscape Communicator 4.0x. However, you must have the necessary network components installed. We are unable to support the addition or removal of components to your system. Because of the complexity of LAN (Local Area Network) based computers, we are unable to support such computers beyond providing the appropriate network settings. We cannot recommend changes to the configuration of such computers under any circumstances. It is best to consult a network administrator for support of LAN based computers. For more information, please review our Windows NT 4.0 Configuration Settings. Windows 98 Pacific Bell Internet Services supports the installation and configuration of our customized version of Netscape Communicator 4.0x for Windows 98. We do not support our version of Netscape Communicator 4.0x for Windows 95, NT, or 3.1 when it is installed on a Windows 98 machine, nor do we support our version of Netscape Navigator 3.0x or below for any version of Windows 98. We do not support non-customized versions of Netscape Communicator or Netscape Navigator or any other third party software beyond providing network settings. We will provide support for basic connectivity issues that may arise when using our version of Netscape Communicator 4.0x. However, you must have the necessary network components installed such as Dial-up Networking, TCP/IP, and a modem. We are unable to support the addition or removal of components to your system. Macintosh The following are our Macintosh system requirements:

  Macintosh	Netscape 2.x	Netscape 3.x	Netscape 4.x
  Operating System	OS 7.1 or higher (If you are using Open Transport, you must have OS 7.5.3 or higher)	OS 7.1 or higher	OS 7.5 or higher
  Processor	68030 or higher	68030 or higher	68040 or higher
  RAM	8 MB (16 MB Recommended)	9 MB (16 MB Recommended)	16 MB (24 MB Recommended)
  Free Hard Disk Space	10 MB	11 MB	25 MB
  Modem Speed	14.4 Kbps	14.4 Kbps	14.4 Kbps
  Notes	If you are using Open Transport, you will need OT version 1.1 or higher. For a Power Macintosh with only 16 MB of RAM, virtual memory should be turned on. For Mac OS 8, Apple recommends that you have at least 12 MB of physical RAM, with virtual memory set to at least 20 MB	If you are using Open Transport, you will need OT version 1.1 or higher. For a Power Macintosh with only 16 MB of RAM, virtual memory should be turned on. For Mac OS 8, Apple recommends that you have at least 12 MB of physical RAM, with virtual memory set to at least 20 MB	If you are using Open Transport, you will need OT version 1.1.1 or higher. For a Power Macintosh with only 16 MB of RAM, virtual memory should be turned on. For Mac OS 8, Apple recommends that you have at least 12 MB of physical RAM, with virtual memory set to at least 20 MB

  Please Note: We do not currently support Mac OS 8.5 nor does our software work with OS 8.5. We are working on a solution. Please click here for more information. Browsers We support the following versions of our customized software as long as they are installed on a system which meets our minimum system requirements:

  OS	Netscape 2.x full kit	Netscape 3.x upgrade	Netscape 3.x full kit	Netscape 4.x upgrade	Netscape 4.x full kit
  Windows 3.1	No Support	No Support	No Support	No Support	No Support
  Windows 95	YES	YES	YES	YES *	YES *
  Windows 98	NO SUPPORT	NO SUPPORT	NO SUPPORT	YES *	YES *
  Windows NT version 4	NO SUPPORT	NO SUPPORT	NO SUPPORT	YES *	YES *
  Macintosh 68K	YES	YES	YES	YES *	NOT AVAILABLE
  Macintosh PowerPC	YES	YES	YES	YES *	YES *

  * Pacific Bell Internet Services provides access to our e-mail support for Netscape Composer (Communicator's HTML editor). If you would like support for Netscape Composer please review our FAQs, or e-mail us at homepage@pacbell.net. Our customized browsers have been pre-configured with our mail and news settings. Defaults within the browser have also been set for optimal use with our service. If you would like to know more about our customized software, check our upgrade software page. Netscape Communicator Pacific Bell Internet Services supports Netscape Communicator on systems which meet the following minimum system requirements:

  Operating System	Windows 3.1	Windows 95/98	Windows NT version 4	Macintosh OS 7.5	Macintosh OS 7.5
  Processor	486	486	486	PowerPC	68030
  RAM	16 MB	16 MB (24 MB Recommended)	16 MB (24 MB Recommended)	16 MB (24 MB Recommended)	16 MB (24 MB Recommended)
  Free Hard Disk Space	35 MB (45 MB Recommended)	35 MB (45 MB Recommended)	35 MB (45 MB Recommended)	25 MB	25 MB
  Modem Speed	14.4 Kbps	14.4 Kbps	14.4 Kbps	14.4 Kbps	14.4 Kbps
  Notes	We no longer offer upgrades for Windows 3.1 but we will continue technical support for browsers using this operating system until April 1, 2000	You must have Dial-Up Networking installed	You must have Remote Access Services installed	If you are using Open Transport, you will need OT version 1.1.1 or higher. For a Power Macintosh with only 16 MB of RAM, virtual memory should be turned on. For Mac OS 8, Apple recommends that you have at least 12 MB of physical RAM, with virtual memory set to at least 20 MB	If you are using Open Transport, you will need OT version 1.1.1 or higher. For Mac OS 8, Apple recommends that you have at least 12 MB of physical RAM, with virtual memory set to at least 20 MB

  We provide access to e-mail and phone support for the following components of our customized version of Netscape Communicator:
  • Netscape Navigator (browser component)
  • Netscape Messenger (e-mail component)
  • Netscape Collabra (news component)
  We provide access to e-mail support for the following component of our customized version of Netscape Communicator:
  • Netscape Composer (HTML Editor)
  For more information, please review our Netscape Composer FAQ and our Netscape Communicator FAQ. Hard Drive Space Pacific Bell Internet Services supports the installation and configuration of our customized versions of Netscape when they are installed on systems which meet our minimum system requirements. The following are our minimum free hard disk space requirements for each of our customized versions of Netscape:

  OS	Netscape 2.x full kit	Netscape 3.x upgrade	Netscape 3.x full kit	Netscape 4.x upgrade	Netscape 4.x full kit
  Windows 3.1	No Support	No Support	No Support	No Support	No Support
  Windows 95	10 MB (15 MB Recommended)	15 MB	15 MB	35 MB (45 MB Recommended)	35 MB (45 MB Recommended)
  Windows 98	NO SUPPORT	NO SUPPORT	NO SUPPORT	35 MB (45 MB Recommended)	35 MB (45 MB Recommended)
  Windows NT version 4	NO SUPPORT	NO SUPPORT	NO SUPPORT	35 MB (45 MB Recommended)	35 MB (45 MB Recommended)
  Macintosh 68K	10 MB (15 MB Recommended)	9 MB	11 MB	25 MB	NOT AVAILABLE
  Macintosh PowerPC	10 MB (15 MB Recommended)	9 MB	11 MB	25 MB	25 MB

  Central Processing Unit (CPU) Pacific Bell Internet Services supports the installation and configuration of our customized versions of Netscape when they are installed on systems which meet our minimum system requirements. The following are our minimum CPU requirements for each of our customized versions of Netscape:

  OS	Netscape 2.x full kit	Netscape 3.x upgrade	Netscape 3.x full kit	Netscape 4.x upgrade	Netscape 4.x full kit
  Windows 3.1	No Support	No Support	No Support	No Support	No Support
  Windows 95	386sx	386	386	486	486
  Windows 98	NO SUPPORT	NO SUPPORT	NO SUPPORT	486	486
  Windows NT version 4	NO SUPPORT	NO SUPPORT	NO SUPPORT	486	486
  Macintosh 68K	68030 or 68040	68030 or 68040	68030 or 68040	68040	NOT AVAILABLE
  Macintosh PowerPC	601 or higher	601 or higher	601 or higher	601 or higher	601 or higher

  Modems Pacific Bell Internet Services has found several modems which work optimally with our software. These modems use hardware error correction and data compression. Software error correcting modems have been known to cause a significant decrease in connection speed as well as frequent disconnects. If you are unsure what type of modem you have and require assistance, please refer to your modem manual or contact your modem manufacturer for more information. Pacific Bell Internet Services does not provide technical support for installing or un-installing modems nor does it provide technical support for configuring initialization strings. Please refer to your modem manual or contact your modem manufacturer for more information. We support 56 Kbps speeds downstream (from the Internet to your computer) and 33.6 Kbps speeds upstream (from your computer to the Internet) when you are using a 56 Kbps capable hardware error correcting modem in combination with one of our 56 Kbps access line. You may connect to the Internet with your 56 Kbps capable hardware error correcting modem using one of our 33.6 Kbps access lines. However, the maximum speed you will experience on a 33.6 Kbps access line is 33.6 Kbps. The modem industry has two competing, incompatible standards for 56K modem technology. They are K56flex and x2. An international standard has been devleloped for all 56K modems, called v.90. Becauise this is a new technology, it will require testing as it matures. Pacific Bell Internet Services is offering 56K internet access with the K56flex technology, and plans to implement v.90 in early 1999, after testing it to ensure that our users will receive the highest deegree of service. Pacific Bell Internet Services began rolling out the v.90 standard in May of 1999. Click here to see if v.90 is available for your dial-in location. MODEM TIP: Sometimes a simple change to your initialization string can improve the speed and reliability of your connection to the Internet. If you would like to know more about your modem's initialization string options please refer to your modem manual or contact your modem manufacturer. Random Access Memory (RAM) Pacific Bell Internet Services supports the installation and configuration of our customized versions of Netscape when they are installed on systems which meet our minimum system requirements. The following are our minimum RAM requirements for each of our customized versions of Netscape:

  OS	Netscape 2.x full kit	Netscape 3.x upgrade	Netscape 3.x full kit	Netscape 4.x upgrade	Netscape 4.x full kit
  Windows 3.1	No Support	No Support	No Support	No Support	No Support
  Windows 95	8 MB	8 MB (16 MB Recommended)	8 MB (16 MB Recommended)	16 MB (24 MB Recommended)	16 MB (24 MB Recommended)
  Windows 98	NO SUPPORT	NO SUPPORT	NO SUPPORT	16 MB (24 MB Recommended)	16 MB (24 MB Recommended)
  Windows NT version 4	NO SUPPORT	NO SUPPORT	NO SUPPORT	16 MB (24 MB Recommended)	16 MB (24 MB Recommended)
  Macintosh 68K	8 MB	9 MB (16 MB Recommended)	9 MB (16 MB Recommended)	16 MB (24 MB Recommended)	NOT AVAILABLE
  Macintosh PowerPC	8 MB	9 MB (16 MB Recommended)	9 MB (16 MB Recommended)	16 MB (24 MB Recommended)	16 MB (24 MB Recommended)

  RAM TIP: To optimize your connection speed to the Internet, we recommend you close down all programs running on your system before connecting.

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  Network

  News As part of our service, Pacific Bell Internet Services provides access to over 32,000 Usenet newsgroups. We keep a two-week-back file of newsgroup articles for most groups. We also offer several newsgroups (the main newsgroup is pbinet.general) which are available only to our customers. Pacific Bell Internet Services supports the use of the newsgroup or discussion group readers bundled with our customized versions of Netscape Navigator and Communicator. Other readers will work with our service when properly configured, but we only provide support for our customized versions of Netscape. We do not censor or moderate our newsgroups. If you are looking for an existing newsgroup that is not available on our server, it means that we have not received the newsgroup in our news feed yet. E-mail Pacific Bell Internet Services supports your ability to send and receive e-mail using our customized versions of Netscape while connected to a Pacific Bell Internet Services access number. If you are using any other e-mail utility or on a Local Area Network, our support is limited to providing you with the proper e-mail server settings. If you are having difficulty sending or receiving e-mail, please verify that your mail preferences are correct. Please check our network settings site for the correct mail preferences. Connection Speed Analog Pacific Bell Internet Services' network is capable of supporting speeds up to 33.6 Kbps when you have dialed into a 33.6 Kbps access number and 56 Kbps downstream when you have dialed into a 56 Kbps access number. There are several factors which can make your connect speed to our service slower than 33.6 Kbps.
  • Modem configuration and/or type
  • Internet traffic
  • Telephone line conditions (Getting full 33.6K/56K connections requires completely noise free telephone line conditions end-to-end.)
  • Distance from the phone company's central office
  • Home wiring
  We support 56 Kbps speeds downstream (from the Internet to your computer) and 33.6 Kbps speeds upstream (from your computer to the Internet) when you are using a 56 Kbps capable hardware error correcting modem in combination with one of our 56 Kbps access lines. You may connect to the Internet with your 56 Kbps capable hardware error correcting modem using one of our 33.6 Kbps access lines. However, the maximum speed you will experience on a 33.6 Kbps access line is 33.6 Kbps.
  • If you are experiencing connection speed difficulties caused by the condition of your telephone line, please click here for more information.
  • If you are having difficulties as a result of your modem configuration, please contact your modem manufacturer for recommended modem settings.
  ISDN The actual speed of your ISDN Internet connection is driven primarily by either the configuration of your terminal adapter or your serial port capability.
  • Configuring the B Channels
    Our network is setup for 64 Kbps per B-channel, although 56 Kbps connections are also possible depending on the telephone company equipment in your area. We provide support for multilink PPP which allows you to connect using 2 64 Kbps B-Channels for a combined speed of up to 128 Kbps. We do not support bonding, AIMUX, and BONDO.
  • Serial Port Issues
    ISDN terminal adapter users may wonder why they are not realizing the full potential of their ISDN line. Terminal adapters are serial devices and the speed of most serial ports is 80-100 Kbps. The serial port speed is dependent upon the type of UART (Universal Asynchronous Receiver Transmitter). For example, an 8250 UART supports 19,200 Kbps whereas a 16550 UART supports up to 115.2 Kbps. Since ISDN supports speeds of 128 Kbps, a 16550 UART or better is recommended. With a 16550 UART, combining both B-channels will theoretically result in a user connection speed of up to 115.2 Kbps.
  Initialization strings for your terminal adapter can also help with your connections. Most terminal adapters have initialization string settings that will force your modem to attempt to connect at a desired connection speed such as 64 Kbps or 128 Kbps and also set up your B-channel configuration. If you are experiencing connection speed difficulties and the above conditions are not a consideration:
  • e-mail us using our Customer Support Form,
  • visit our System Status page for more information
  • contact your modem or ISDN terminal adapter manufacturer for recommended settings

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  Additional Services

  Extra E-mail All new Pacific Bell Internet Services accounts now come with two Extra E-mail boxes and two e-mail aliases. Pacific Bell Internet Services' support for our Extra E-mail Boxes and E-mail Aliases Service includes troubleshooting and resolving problems. We only provide support to customers sending and receiving messages when using an Extra E-mail Box or E-mail Alias using Netscape Messenger, our customized version of Netscape Communicator's mail software, as your e-mail software. Extra E-mail Box Service support is also available online. For a description of Extra E-mail Boxes and E-mail Aliases, as well as instruction on signing up for this service and configuring Netscape Messenger (our customized version of Netscape Communicator's e-mail software), please go to Getting Started.

  As the primary account holder, you are responsible for all account activity. If a secondary mailbox or mailbox alias is involved in a violation of the Acceptable Use Policy, your account, including all secondary mailboxes and mailbox aliases may be terminated. A terminated account will result in lost e-mail and Internet access for all users of your account. Therefore, it is important that you make sure everyone you allow to use your account or a secondary mailbox or mailbox alias understands all terms of our Acceptable Use Policy and the consequences of violations.

  Roaming

  Pacific Bell Internet Services supports your ability to create a new dialer and/or edit your existing dialer for our roaming service. We also support your connection to our mail and news servers using our roaming access numbers on systems that meet our minimum system requirements.

  This service is not included with our standard Internet access. If you would like to sign up for this service, please click here for pricing and product information.

  SurfWatch

  It is possible to use SurfWatch with our Internet software. However, we do not provide technical support for this software's installation process, features, and/or functionality. If you require technical assistance or would like to know more about SurfWatch, please refer to the SurfWatch Home Page. For more information on Internet security, review our Safety 'Net Family Guide.

  Please note: SurfWatch 3.0 for Windows 95 is not engineered to run with the Windows 98 operationg system. Internal testing at SurfWatch has revealed certain incompatibilities with SurfWatch 3.0 for Windows 95 and Windows 98. For this reason, SurfWatch and Pacific Bell Internet Services do not recommend nor can we provide support to customers installing and/or running SurfWatch 3.0 for Windows 95 on the Windows 98 operating system.

  Personal Home Pages (PHP)

  Pacific Bell Internet Services provides support for Personal Home Pages via e-mail. If you are using Netscape Composer, our customized version of Netscape Communicator's HTML editor, and require assistance, you can review our FAQ or send an e-mail to us at homepage@pacbell.net.

  Our Personal Home Page product is designed to be compatible with other web authoring tools, HTML Editors, and FTP client software. However, we only provide support for use of Pacific Bell Internet Services' web authoring software. We do not provide support for shell access, CGI executables, server extensions (e.g. Microsoft FrontPage), or HTTP uploads using third-party FTP software. If you are having technical difficulties using our PHP template or uploading files and images to your directory and require assistance, please review our FAQ or e-mail us at homepage@pacbell.net.

  PERSONAL HOME PAGE TIP: Remember to make a back-up disk of the files you place on your Personal Home Page.

  Digital Subscriber Line Internet Access (DSL Internet Access)

  As part of our commitment to the quality of your DSL Internet service, the following support is available for systems which that meet our Minimum CPE System Requirements. We will verify that the following are functioning normally or are correct:

  • Verification that your DSL Internet and analog ( if applicable) connection to the Internet is functioning normally
  • Verification that the Pacific Bell Internet Services network and services are functioning normally
  • Verification that the Pacific Bell Internet Services browser software and settings (mail, news and homepage) are correct
  • Troubleshoot Pacific Bell Internet Services browser software functionality.
  Pacific Bell Internet will not support any software and/or equipment that departs from their CPE System Requirements including:
  • Proxy servers, routers, LAN equipment or Windows NT configured for LAN operation;
  • Customer owned equipment.
  For more information on our DSL Internet product offering, system requirements and support, please click here. Pacific Bell Internet will not support any software and/or equipment that departs from our CPE System Requirements including:
  • LAN equipment and/or Windows NT configured for LAN operation
  • Customer owned equipment set-up and ongoing support
  Domain Name Registration Pacific Bell Internet Services does not provide support for domain name registration for Basic DSL Internet customers. If you want to register a domain name for your DSL Internet account, you must upgrade to Enhanced DSL Internet Access. DSL Hours of Operation We provide phone support 24 hours-a-day, 7 days-a-week, for your analog (if applicable) connection to the Internet. Please use our DSL Internet Solutions Library or leave a voicemail for technical assistance outside of DSL Internet phone support hours. Your request will be returned within one (1) business day. If you would like more information about this service, please review our DSL Internet Access FAQ. To order this service, please call the Pacific Bell DSL Internet Order Center at 1-888-884-2DSL.

  eMessage

  eMessage is Pacific Bell’s email-only product. Customers must purchase the device through Pacific Bell and then obtain their email service through Pacific Bell Internet Services. Upon receipt of the device, customers are provided with 800 numbers to call for support. The eMessage device is under warranty for one year. Customers may receive full credit for the device if they return it within 30 days of purchase.

  For more information about the eMessage product and service, please click here.

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  Billing

  Credit Card Options You may bill your ISDN and analog Pacific Bell Internet Services' charges to one of the following credit cards:
  • American Express
  • Mastercard
  • Visa
  Before you register, please be sure to have your credit card billing address available. This is not the address of the credit card company but rather the address the credit card company sends your bill to. You must also have your credit card expiration date available. Credit Card billing is not available for DSL service at this time. Phone Bill Billing Option You may bill your Pacific Bell Internet Services' charges to your phone bill if you have a Pacific Bell telephone account. If you would like to bill your Pacific Bell Internet Services charges to a new phone number we ask that you please allow at least four weeks from the time your phone was activated before activating Internet services. To bill your Internet service to your phone bill you will need the three digit code (the "customer code") that follows your phone number in the upper right hand corner of your phone bill. If you have not received your first phone bill, your information probably has not been entered into our system yet. If this is the case, you can charge your first month of service to a credit card and change the billing method to your phone bill the following month by using our Change Billing Information tool. Billing Cycle Please note that the following text describes Pacific Bell Internet Services’ billing cycle, NOT Pacific Bell telephone’s cycle. If you charge Pacific Bell Internet Services to your phone bill, the phone bill will have a specific bill date, and the charges for Pacific Bell Internet Services may have another date, due to the differences in billing cycles.
  • Monthly
    A monthly billing cycle does not necessarily start at the beginning of a calendar month. It depends on when the account is registered. A billing cycle usually starts on the 11^th day after the date that the account is registered. Going forward, then billed on that same calendar day every month unless the calendar day falls on a weekend or holiday. If the calendar day falls on a weekend or holiday the following business day will be used instead. If the start of a billing cycle lies at the end of a calendar month, i.e. 30th or 31st, the account will be billed on the 1st of the following month thereafter. You will be billed in advance for monthly charges and in arrears for account usage charges.Monthly
    A monthly billing cycle does not necessarily start at the beginning of a calendar month. A billing cycle usually starts 11 calendar days after an account is registered including the day of registration, and then is billed on that same calendar day every month going forward unless the calendar day falls on a weekend or holiday. If the calendar day falls on a weekend or holiday the following business day will be used instead. If the start of a billing cycle lies at the end of a calendar month, i.e. 30th or 31st, the account will thereafter bill on the 1st of the following month. You will be billed in advance for monthly charges and in arrears for account usage charges.
  • Annual
    The billing cycle for the Annual Value Pricing Plan starts on the 11^th day after the date that The account will be automatically renewed and billed on that same date in the following year, unless that day falls on a weekend. In that case, the account will be billed on the next business day.. All billing changes to an account will be effective on the next billing cycle. Please note: We do not refund a prorated portion of your monthly fee if you cancel your service in the middle of the month. If a cancellation request is made in the middle of a billing cycle, you will have the option of having the cancellation take effect on the last day of your billing cycle, since you have paid for service up until the end of the month. This will allow you to utilize your service for up to the time you have paid. Annual
    The billing cycle for the Annual Value Pricing Plan will start 11 days after the account is registered including the day of registration, and will be automatically renewed on that respective calendar day in the following year unless the calendar day falls on a weekend in which case the following business day will be used instead. All billing changes to an account will be effective on the next billing cycle. Please note: We do not refund a prorated portion of your monthly fee if you cancel your service in the middle of the month. If a cancellation request is made in the middle of a billing cycle, you will have the option of having the cancellation take effect on the last day of your billing cycle. This will allow you to utilize your service for up to the time you have paid.
  Pricing Plans As part of our continuing effort to offer the best service at a great value to our customers, Pacific Bell Internet Services has several pricing options for analog and ISDN dial-up services. Account Credit If you are at all dissatisfied with any portion of your Pacific Bell Internet Services service, it is imperative that you contact us to address your concern as early as possible. This allows us to correct any billing and/or technical difficulties you are experiencing early on in your service. Account credits are issued to the credit card or phone number you are using to bill your Internet account. Please allow up to two billing cycles for the approved credit amount to be reflected on your credit card or phone bill statement. Your credit card company must file credit requests in the case of suspected credit card fraud. Please file a formal charge dispute with your credit card company and have them contact us on your behalf to resolve this issue. Pacific Bell Internet Services will NOT honor credit requests for long distance, toll, or measured service charges you incur as a result of dialing into our service. While Pacific Bell Internet Services will make every effort to ensure that you have a local access number servicing your area, it will be your primary responsibility to make sure that the Pacific Bell Internet Services access number (POP) you are calling is local. Pacific Bell Internet Services only charges for the monthly or yearly pricing plan that you selected during registration. Any disputes regarding toll or long distance charges must be disputed directly with your long distance service provider and/or local telephone company.

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  ISDN

  Terminal Adapters Pacific Bell Internet Services supports the installation and configuration of the 3ComImpact and 3ComImpact IQ when used in combination with our software. ISDN Line If our software is installed and configured correctly and your 3ComImpact or 3ComImpact IQ is also installed and configured correctly, then you should have no difficulties connecting to the Internet. If you are experiencing difficulties, and are confident your system is optimally configured please contact the organization who is provisioning your ISDN line. If your ISDN line is provided by Pacific Bell, please call 1-800-221-4736.

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  Third-Party Software

  TCP/IP Stacks Pacific Bell Internet Services supports the configuration of the standard OEM Microsoft TCP/IP stack under Windows operating systems, and MacTCP (Classic Networking) and TCP/IP (Open Transport) under the MacOS. We do not supportthe functionality of MacTCP or TCP/IP in your operating environment . If you are using a third-party TCP/IP stack, please consult your software vendor for difficulties connecting to the Internet. WINSOCK.DLL / WSOCK32.DLL Pacific Bell Internet Services supports the WINSOCK.DLL associated with our software for Windows 3.1/3.11 and the standard Microsoft WINSOCK.DLL and WSOCK32.DLL for Windows 95/98 and NT 4.0. The following are the files we support for Windows 3.1/3.11:

  File Name	File Size	File Date
  WINSOCK.DLL	30516 KB	02/08/96
  WINSOCK.DLL	141824 KB	04/02/96
  WINSOCK.DLL	42 KB	08/24/96

  The following are the files we support for Windows 95:

  File Name	File Size	File Date
  WSOCK32.DLL	65 KB	07/11/95
  WSOCK32.DLL	65 KB	06/24/97
  WSOCK32.DLL	65 KB	12/18/97

  The following are the files we support for Windows 98:

  File Name	File Size	File Date
  WSOCK32.DLL	40 KB	05/11/98

  The following are the files we support for Windows NT 4.0:

  File Name	File Size	File Date
  WINSOCK.DLL	3 KB	08/09/96
  WSOCK32.DLL	20 KB	08/09/96
  MSWSOCK.DLL	69 KB	08/09/96
  DPWSOCK.DLL	39 KB	08/09/96
  WSOCK32N.DLL	28 KB	06/04/97

  Network Software

  Pacific Bell Internet Services supports the configuration of MacTCP when it is used in combination with our customized versions of Netscape 2.x & 3.x and FreePPP Setup. We support the configuration of Open Transport 1.1 - 1.3 when it is used in combination with any of our customized versions of Netscape and FreePPP Setup or FreePPP Dialer. We do not support the functionality of MacTCP or Open Transport (TCP/IP) in your operating environment.

  Internet Dialers

  Windows 3.1
  Pacific Bell Internet Services supports the configuration and functionality of our customized versions (1.0 and 5.0) of the ShivaPPP Dialer. Windows 95
  Pacific Bell Internet Services supports the configuration of the dialer "connectoid" created in Dial-Up Networking used to connect to the Internet with our service. Please contact Microsoft for assistance with Dial-up Networking. Windows NT
  Pacific Bell Internet Services supports basic connection issues that may arise using RAS and Dial-Up Networking under Windows NT 4.0. If you are using a third-party dialer or package, please consult the software manufacturer for difficulties connecting to the Internet. For more information on using RAS and Dial-Up Networking, please review our Windows NT 4.0 Configuration Settings page. Macintosh
  Pacific Bell Internet Services supports the configuration and functionality of our customized versions of FreePPP Setup and FreePPP Dialer. If you are using the PPP or Remote Access dialer integrated with your operating system, please contact Apple for configuration assistance.

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  Registration

  Account Setup Wizard

  Pacific Bell Internet Services supports your ability to register with our service using our customized version of Netscape's Account Setup program. Because the Account Setup program in our customized version of Netscape Communicator is written in Java script you may encounter a Java alert while running Account Setup. If you experience a Java alert, we suggest clicking the "grant" button so that you can continue registering. We do not provide support for Java script beyond the use of Account Setup.

  Online Registration

  Online registration allows you to register with our service without installing our software package. To use this method you must have a connection to the Internet that will allow you to get to the Online Registration website. At the end of your online registration we will provide you a list of network settings which you will use to manually configure your system. Technical Support is provided to subscribers who are using our customized versions of Netscape. If you would like more information about our customized software, check our upgrade software page.

  Fast Registration

  In our Fax Back library, we have "FAST REGISTRATION" instructions which will provide you the information you need to manually configure a dialer for registering and connecting to the Internet using the browser of your choice. This method of registering and connecting to the Internet is particularly useful for computers that are configured to access a Network. If you would like to receive a copy of this documentfaxback please submit a Help Request or e-mail using our Customer Support Form. We do not support the manual configuration of your system or Internet browsers other than our customized versions of Netscape.

  ISP Select

  Netscape's ISP Select process allows you to register with our service without installing our software package. To use this method you must have a connection to the Internet that will allow you to get to the ISP Select website. At the end of your online registration we will provide you a list of network settings which you will use to manually configure your system and your Internet browser. We do not provide support for the manual configuration of your system, noror for Internet browsers other than our customized versions of Netscape.

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  Customer Service

  System Status

  One source of information about Pacific Bell Internet Services' network is our System Status page. It allows you to check the status of specific service elements 24 hours a day, 7 days a week. Currently, you must be connected to our service to access this page, which reports the status of specific service elements such as mail and news. This status will also include a brief explanation of any problem we may be experiencing. We post issues and information to this page as soon as we acquire it for new status updates.

  Hours of Operation

  Our ISDN and analog support center is open 24 hours-a-day, 7 days-a-week, to serve you. If you are a DSL customer, please refer to the DSL support parameters for hours of operation. If you require language assistance please refer to the Languages Services support parameters for hours of operation. If you require services for the disabled, please refer to the Services for the Disabled support parameters for hours of operation.

  E-mail Support

  We have 24 hour e-mail support available for technical and billing questions. You will receive the same high quality support by sending an e-mail that you receive when you call in for support, with the advantage of receiving a response you can keep and refer to at a later date. Please send all technical inquiries to using our Customer Support Form and all billing inquiries by using our Billing Support Form.

  Please do not include attachments to your e-mail questions, as we are unable to view them. Please keep your e-mail to a limit of 1500 characters to assure it can be processed correctly. Any e-mail which requests an account status change must be accompanied by the userID and "keyword" (not password) you selected when you created your account. Note: Account status changes will become effective the first day of your next billing cycle (usually the 11th day if the month).

  Software Orders

  Pacific Bell Internet Services offers point and click navigation with Netscape for Windows 95/98, Windows 3.1, Windows NT, and Macintosh Users. If you'd like to get our free 40-bit Pacific Bell Internet Services software, which includes our registration program and a customized version of Netscape, you can download our software now. Please Note: We only provide technical support for our customized versions of Netscape software.

  Online Help System

  In an effort to provide ongoing levels of quality support, we will continue to adopt new ways to minimize the time it takes you to receive the help you need. With this in mind, we offer our Online Help System. This technology places solutions at your fingertips, and is accessible 24 hours a day.

  Most problems reported have an existing proven solution. Our online support includes a knowledgebase of such problems with resolutions to match. On occasion, unique problems arise which do not have an existing resolution. If this is the case, we may ask that you describe the issue in detail and send a Help Request to our online Technical Analysts. Within 24 hours, we will post a response to your request on the web. You will receive an e-mail notification containing a direct link to the web response. This e-mail will be sent to your Pacific Bell Internet e-mail account (customer@pacbell.net).

  Please check our Online ISDN, analog, and DSL troubleshooting Solutions Library or submit a Help Request for more information.

  Language Services

  Pacific Bell Internet Services provides phone and e-mail assistance during business hours for billing and technical issues in the following languages:

  Spanish
  Mandarin/Cantonese
  Our multi-lingual support hours are Monday through Friday, 9:00 AM PST to 5:00 PM PST. If you would like to receive multi-lingual support, please e-mail or call us at 1-800-708-4638. Your call will be transferred to a Multi-lingual support representative, if one is available. If a Multi-lingual support representative is not available, one will call you back within one (1) business day. Please be prepared to leave a message with your userID (the name of your Internet account) and a contact telephone number.
  For assistance with your phone bill or phone line in either of the languages above, please click here for more information.
  
  
  Ofrecemos ayuda por telefono y asistencia via correo electronico (e-mail) durantes las horas de negocio con problemas technicos y preguntas acerca de su cuenta en los siguientes leguajes:
  Español
  Mandarin/Cantones

  Las horas de nuestra ayuda multi-lengual son de Lunes a Viernes de 9:00 AM a 5:00 PM. Si desea recibir ayuda multi-legual por favor mandenos un correo electronico (e-mail) a Customer Support Form o llamenos al 1-800-708-4638. Su llamada sera transferida a un representante multi-lingual si hay uno disponible que le asistira. Si no hay un representante disponible, un representante le llamara de regreso el dia siguiente de negocio. Por favor este preparado a proveer su userID (que es su nombre electronico que encojio para su cuenta del Internet) y un numero de telefono de contacto. Para asistencia con el bill de su telefono o la linia de telefono en cualquiera de los leguajes mecionados por favor clickiar aqui.

  
  

  Services for the Disabled

  Pacific Bell Internet Services prides itself on providing premiere support for the deaf and hearing-impaired. Recognizing the needs of the deaf and hearing impaired community, Pacific Bell Internet Services provides the easiest way of relaying information. Currently, Pacific Bell Internet Services offers two support options for the deaf and hearing impaired: online web-based support and TTY/TDD support.

  Online Support

  24 hour online service commitment from initial contact.
  Online support available 24 hours-a-day, 7 days-a-week.
  Searchable database of known problems and fixes.
  TTY/TDD Advantages
  24 hour TTY/TDD callback commitment from initial contact.
  TTY/TDD Hours are from 6:00 AM - 11:00 PM, Monday through Friday.
  Toll-Free TTY/TDD telephone number.
  Pacific Bell Internet Services is committed to continuing improvement support options and services as new technologies emerge. If you would like to use our TTY support, please call 1-800-360-0313.

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  Miscellaneous

  Shell Accounts

  Pacific Bell Internet Services does not provide shell accounts. Also, we do not provide technical assistance for shell accounts provided by other services.

  FTP

  Pacific Bell Internet Services provides e-mail only technical support for the built-in "Publisher" feature in Netscape Composer, the HTML Editor in our customized version of Netscape Communicator. This feature will help you upload images and text to your Pacific Bell Internet Services' Personal Home Page directory. We do not provide technical support for third party software. This includes commercial and free FTP (File Transfer Protocol) software. Please visit our Netscape Composer FAQ or Personal Home Page FAQ for more information about uploading text and images to your Personal Home Page directory.

  Telnet

  It is possible to use the Telnet protocol to access servers outside of Pacific Bell Internet Services' network using your Pacific Bell Internet Services connection. However, we do not provide technical support for Telnet software or your ability to Telnet into our servers and other servers outside of our network.

  IRC

  It is possible to use IRC (Internet Relay Chat) programs over your Pacific Bell Internet Services connection. However, we do not support commercial or free IRC (Internet Relay Chat) software or your ability to connect to an IRC host service. For technical assistance, please contact the vendor of your IRC software or the administrator of the IRC service that you are trying to reach.

  Java

  The Netscape Account Setup portion of our customized version of Netscape Communicator software is written in Java script. We provide support for navigating and troubleshooting this program. Because it is written in Java script, screen readers for the visually impaired are incompatible. In this instance, we recommend using our customized version of Netscape 3.0x instead. We do not provide technical support or instruction on incorporating Java programmed applets into Pacific Bell Internet Services' Personal Home Pages. Please refer to our Personal Home Page FAQ for more information.

  LANs

  Our software is designed to use parts of your computer that a network connection must also use. Because we do not wish to compromise your network connection, and because your network connection may prevent the proper functioning of the Pacific Bell Internet Services software, we do not recommend installing our software on a system that is configured to access a Local Area Network (LAN) or Wide Area Network (WAN). For this reason, we cannot provide technical support for computers on a LAN (this excludes DSL and Multi-User Dwelling customers) beyond the provision of network settings and System Status. If you are on a network and still wish to use our software please contact your system administrator before installing it.

  You may sign up with our service without installing our software by using our Online Registration Process.

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