New Customer FAQ

Check: 
Please check the network status page. There is a slim chance that there might be a network problem in your area. 
Solution: 
In many areas, SurfBest has more than one number that will be local for you.  Choose another local number and attempt to get on the network.  If it still does not work, choose a local accss number in a different part of the country and attempt to logon to the network, once you get on, you may want to log off so that you do not incur a large phone bill.  This test will determine if there is a problem with your account or if it is something on our end. 
If you can get on in another part of the country, then there is probably a serivce outage in your area.  Please email us at outage@surfbest.net.  In the subject area, list “OUTAGE – phone number” (Replace phone number with the number that is not working.) You will not get a response to this email, but our techs will work on the problem as quickly as possible.  You can always visit the network status page for an update. 
 
Further Solution: 
If you cannot get on in another part of the country, then either your account is not yet set up or you have the wrong user name or password. 
In your welcome email that says "Your SurfBest.net account is now setup.", check your usaer name and password.  The user name you choose may not have been available.  We may have assigned you a different user name or password.  Please double check and re-enter the information into the dialer.  Then attempt to connect. 

If you still cannot connect, call The Support Team @ 207.384.5192. 

I am getting an invalid password/username message.  
Check: 
The welceom letter that you got directly from SurfBest that begins with: "Your SurfBest.net account is now setup."  Review your password and user name. Check to make sure you are not confusing your Access Login with your e-mail Username. 
Solution:  
Double check and re-enter the information into the dialer.  Then attempt to connect. 

If you still cannot connect, call The Support Team @ 207.384.5192.

I haven’t received my WELCOME email yet.  
Check: 
Did you receive a letter at your old email account from your Agent?  If not, then your application did not process. 
Solution: 
Go back and re-apply. 

Check: 
Double check your old email account.  If you have not received your Welcome letter directly from SurfBest and it has been more than four hours since you applied 
Solution: 
Then email us and include your name, old email address and phone number.  We will check on you order and get back to you as quickly as possible. 

Why can I receive mail..but not send? 
It's a class block kind of thing. Our rigid spam protection can often block out a user from sending mail, even when all your intentions are good. The fix is simple though and an easy process. 

We need to discover the IP block you connect to. The next time you connect to the net..Click Start..then Run. In the text block that comes up, enter winipcfg and then click OK. 

This will pop up a box with the IP you're connected to - your Subnet, Gateway and computers hostname. Simply write down this info and send it to Support. You will be added asap and good to go from then on. 

 I just signed up and can't connect - why? 
Chances are there is something not correct in your settings. Remember that the connection to SurfBest is a simple one. Dialup Networking setup is a simple few steps and info entries and you're connected. While it may be easier for us to simply require software that sets your setup for you and lables all you have to us rather than you..we maintain that it's better in the long run for you to setup the settings yourself or use our SurfBest Dialer. 

Why? Plain and simple..it's a cleaner setup and you become just that much more aware of your system. You don't have to be concerned with installing conflicts. Configuring your own DUN setup..you're able to run anything you wish without a worry as to if it will mess with your settings. 

Your options? Take one minute and go through the FAQs in the Support Center for your particular Operating System. Pay particular attention to what should be checked and what shouldn't. This step-by-step process takes about 2-3 minutes and it's done. If you're unfamiliar with the process..simply following the graphical guide will quell your fears of tampering with your settings. You can also download the SurfBest Dialer if you wish to have it done for you. We have endeavored to use and develop a setup that pre-configures your basics for you. All that's required of you is to enter your particular info sent to you in your Welcome New Member e-mail. This utility drops no conflicts and is a simple click..type in your login..your password and your local number and you're done. You can download the SurfBest Dialer here. 

 My speed seems slow - why? 
There could be a handful of reasons for this. It could be as complicated as a modem configuration problem or as frustrating as a dirty telephone line problem. Unfortunately, from where we sit we can't peek into your system for you.  So, you have to do it for yourself. Needless to say, it is well worth the time and effort to discover what's up with your system. We support virtually all protocols and given that our connection is a clean one, if your experiencing a speed problem, you're going to have the same problem whether you connect to us or another ISP for $21.95. 

Whereas this can be a problem that directly affects your enjoyment of the internet, we recommend taking the time and overcoming the learning curve so that you can get the net - the way you want it. 

 I just got billed for $5.61 - why? 
Pro-ration. We bill 42 for each day of your first partial month.  The first charge includes your first partial month and $12.50 for your first full month. 

How do I put up my homepage? 
FTP ( File Transfer Protocol )  programs

They're extremely easy to use and very effective. They're also a lot faster than HTTP transfers. Basically, like e-mail, you simply input your username, password and hostname of the computer you're publishing to. Upon login, you're automatically directed to your personal directory and you simply drag and drop from there. 

The Support Center has the FAQ you need. 

My billing information is changing.  How do I notify you? 
It's simple.  Just email the billing office with your name, email, phone number and let us know what the new informationis and we will make the changes.  We will confirm the changes with you once they are completed.

Can I pay by check? 
No.  At this time, SurfBest only accepts credit card payments.

 Is there a backup for my local number? 
Probably. Our network(s) are constantly expanding and being built out. Numbers change and get added as we find better solutions and coverages. Click here to view your local numbers.

If you are still having problmes, contact Member Services. 
Always include your name, SurfBest email and phone when contacting us.