COMPUTER FIRST AID
Visit http://help.sti.net for step-by-step information on how to return to Full Access Internet service after your computer is infected or otherwise compromised by a virus, trojan, worm, spyware, etc.

At STI we strive to make the sign-up process and first-time log-on to our Internet service as effortless as possible.

These support pages are dedicated to helping you. We strongly suggest you view, read and even print-out the pages that apply to your computer and modem, your operating system, and your web browser...because you never know when something might break!

1. Outlook Express hangs up every time I check mail.
A) OE 5: In Tools > Options > Connections, remove the checkmark for Hang up after sending and receiving.
OE 4: In Tools > Options > Dial Up, remove the checkmark for Hang up when finished sending, receiving, or downloading.
B) OE 5: In Tools > Accounts > [mail account] > Properties > Connections, make sure there is a dialer specified if "Always connect to this account using" is checked.
C) If a dialer is specified in Outlook Express, make sure the same dialer is set as the default for Internet Explorer.

2. My connection speed is too slow.
A) Update your modem drivers.
B) Make sure nothing is causing interference: splitters, dimmers, speakers, entangled cords.
C) If you have a separate phone line for the computer, trying connecting with the phone line you usually use for voice calls.
D) If the computer is a laptop, try connecting from another location.

3. I keep getting the same emails over and over.
Use webmail to delete the mails you've already seen and any large ones you don't want to wait for.

ABOUT CUSTOMER SUPPORT

When you become an STI subscriber, we are here 24 hours a day to help you through technical difficulties you may encounter related to your Internet connection. You may contact us as follows:

• Email to support@sti.net
• Fax to 559-692-9111
• Telephone:
     - Oakhurst: 641-9000
     - Mariposa: 966-9888
     - All other areas: TOLL FREE: 1-877-4-ISP-DOC (447-7362)

When calling in by telephone, you can choose to leave your name and number and a customer service technician will return your call or you can wait on the line for the next available representative. Average wait time can be 10 minutes during the peak working hours from 9 a.m. to 5 p.m. If you need help during the peak period, you may wish to leave your name and number. Customer Support technicians can help you when you are having difficulty:

• Configuring and/or establishing your connection with STI
• Sending or receiving email through STI
• Reading or sending news articles through STI
• Configuring Netscape or Internet Explorer Web browsers for proper operation.

SIGNING UP

• You may sign up via telephone by calling 641-9000 (Oakhurst), 966-9888 (Mariposa), or TOLL FREE from other areas: 1-877-NETS-R-US (1 877-638-7787). Your account will be activated immediately after you telephone us and sign up.
• We can also mail or fax you an application.

GETTING ON-LINE WITH STI

• When enrolling for STI service, subscribers who have not had internet service before may receive easy-to-read instructions and a CD-ROM installation kit.
• Software: we provide the most recent release of Microsoft's Internet Explorer browser and dialer software so your computer modem can connect with the Internet. The browser will allow you to surf the Internet, and the dialer setup will help establish proper settings for your computer to commmunicate with our service.
• If your computer came already equipped with an Internet browser, see the Browser & Dial-Up Settings help menu or contact Technical Support.

WEB BROWSER HELP

Most Internet browsers and email clients come equipped with detailed usage instructions. Sometimes it's difficult to find them, so here's how to open the Help directories for common browsers. Note: If you are using a "pop-up killer" program, the Help file may not display correctly.

• Netscape Navigator 7.0
  Click on the Help menu and choose "Help and Support Center." This will launch the Help window. Click on the Index button for a complete list of Navigator browser tips.
  
  
• Netscape Navigator 4.0 and 4.7
  Click on the Help menu and choose "Help Contents." This will launch the NetHelp Navigator window. Click on the Index button for a complete list of Navigator browser tips.
  
  
• Netscape Navigator 3.0
  Click on the Help menu and choose "Handbook."
  
  
• Microsoft Internet Explorer 4.0 and 5.0
  Click on the Help menu and choose "Contents and Index." This will launch the Help window. Click on the "Index" tab for a complete list of browser tips, or on the "Search" tab to find a tip by keyword.
  
  
• Internet Explorer 3.0
  Click on the Help menu and choose "Help Topics." This will launch the Help Topics window. Click on the "Index" tab for a complete list of browser tips or on the "Find" tab to search for a tip by keyword.

MODEM RECOMMENDATIONS

Customer Support has become aware that some modems work better online than others. Among the modems experiencing the fewest problems are:

1. US Robotics v.90 56k standard. (Not the Win Modem)
2. Zoom 56k v.90 modem

If you experience modem connection problems please go to the website of your modem manufacturer and insure you have downloaded the latest modem driver and firmware upgrade.

More on Modems: Click to go to our Frequently Asked Questions page.