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FREQUENTLY ASKED
QUESTIONS Current questions being asked (click the
question for the answer):
- Who do I
contact
if I want to change information about my account?
- Who do I contact
for technical support?
- Who do I contact
when I have questions about my bill?
-
Where can I find the Terms Of Service?
- How do I set up
my personal web site space?
- Why am I having
trouble logging in?
- Why is it taking
Monster ISP so long to authenticate my username or
password?
- What is causing
my computer to disconnect from the Internet?
-
Where can I find information on
ISDN?
- How can I
improve my computer's Internet connection speed?
- Why is my
connection slower at some times and faster at others?
-
How do I upgrade my
regular account to ACCELERATED DIALUP?
_______________________________________________________
- Who do I contact if I want to change
information about my account?
Please send an email to
support@monster-isp.com with the information you would
like to update your account with.
Email Support Hours:
24 Hours a Day 7 Days a Week!
E-mail:
support@monster-isp.com
Back to the
questions
- Who do I contact for technical
support?
Technical support is provided by Monster ISP to
customers who are having trouble getting connected or need
assistance with initial setup. Email troubles will also be
answered live. Phone support is provided at no charge as
follows:
Back to the questions
Who do I
contact when I have questions about my bill?
Email:
billing@monster-isp.com
Where
can I find the Terms Of Service?
How do I set up my personal web site
space?
You need to first be a paid member for access to the
backroom. If you already are a member you can edit your
personal web space by
clicking here:
Create your new account by
clicking here:
Your personal web site location
is: www.monster-isp.com/host/<username>
Back to the
questions
Why am I having trouble logging in?
There are several possible reasons you may not be able to
successfully log in to our system:
1) If your system has not been rebooted
your computer for a while you may be prevented from logging
on. This occurs because your system’s resources have been
depleted from opening and closing programs. Simply shut down
your system and turn your computer off and back on.
2) Sometimes, people mistakenly type
their username or password incorrectly. Monster ISP's
standard requires passwords be lowercase.
Make sure you don't have your Caps Lock key
depressed. Make sure your
username is correct and includes the correct suffix "@ispmonsters.com"
at the end.
example: john@ispmonsters.com
3) Your
connection may be affected if your hard drive is full. Check
your available space. If you are running low on space (as a
general rule, you should have about 30% of your hard drive
space free), you can either delete unnecessary files or
install a bigger or additional hard drive.
4) Dialup accounts are limited to one
session at a time. Someone may already be connected with the
dial up account you are trying to use. Call customer service
to purchase multiple dial up accounts if you need to have more
than one simultaneous connection.
5) Make sure your account is not past
due; although we attempt to contact overdue accounts before
disabling your username, we sometimes are unable to provide
this courtesy.
We do perform periodic maintenance and
upgrades to our system which can cause services to be
temporarily unavailable to you. Normally, we will contact you
via email at least 24 hours before a scheduled maintenance or
upgrade (we do use your vcmails email account, so please check
this daily to ensure you do not miss our notices).
On rare occasions, we may be having
problems with our equipment. We do monitor our system and will
address any unscheduled system outages as quickly as possible.
Back to the
questions
Why is it taking Monster ISP so
long to authenticate my username or password?
The most common reason for a delay in authentication is an
incorrect setting in your dial-up properties. Go to My
Computer, then choose Dial-Up Networking. Right-click on the 'Monster ISP'
icon and choose Properties from the menu. Select the Server
Types tab and make sure that the Log on to network checkbox is not selected. If it is selected, de-select it, save
your changes, and this should solve the delay.
Back to the
questions
What is causing my computer to
disconnect from the Internet?
If you experience constant/continual disconnects, the
following could be the cause/solution:
1) Your browser may need updated or
reloaded.
2) Disconnects can be a can be a sign of
‘noise’ on your telephone line. If you ‘hear’ static on your
phone lines, contact your local telephone company.
3) Your modem or modem drivers may be
faulty. Updating your modem driver may help. Other times, you
will need to upgrade/replace your modem.
4) You might need to reload your
operating system (Windows 95/98/ME, etc). Sometimes certain
files can become corrupted if your computer has locked up or
been shutdown improperly.
5) If you are ‘knocked off’ a particular
web site, yet remain connected to the internet, there may be a
problem with the site you are visiting. Try accessing this
site later, or email the webmaster of the site for further
information.
6) Monster ISP does end connections
after 6 hours if you have not had any activity on your
computer. This allows us to make sure our customers do not
experience busy signals due to other customers forgetting to
disconnect their computer when they have completed their
session. (Downloading files is not considered 'activity';
there must be mouse or keyboard movement).
Back to the
questions
How can I improve my computer's
Internet connection speed?
If you are a new user, you need to address four
things to ensure your computer is ready to connect at the best
possible speed:
1) Your computer’s processing speed.
Although you don’t need the latest, fastest computer to
connect, a fast computer will perform better than a slow
computer.
2) The amount of RAM you have in your
computer. Increase your ram to at least 64 or 128K for
improved performance. (More RAM = Better Performance).
3) The speed and type of modem you are
using. A 56K v.90 modem is the fastest speed for dialup
connection with Monster ISP; different brands of modems
get different performance (we recommend U.S. Robotics / 3Com
for consistently good performance).
4) The quality of the telephone line
service you have at your location. If you have poor voice
phone service or wiring in your home, your internet
performance will be affected.
Back to the
questions
Why is my connection slower at some
times and faster at others?
If your internet performance has recently slowed
down, or your speed/performance varies from time to time, you
should consider:
1) The time of day you are connected–the
more people using the internet, the slower your speed will be.
2) Your hard disk is full or needs
defragmented.
3) You loaded/downloaded a program which
may be conflicting with your internet connection. Remove
suspected program or contact the provider for further
instructions.
If your internet demands have
outgrown your internet connection speed, you can upgrade
to ISDN which delivers reliable, high-speed internet access.
Monster ISP provides ISDN services in selected areas. Call
us to find out if ISDN is available in your area.
Back to the
questions 11.
How do I upgrade
my regular account to ACCELERATED DIALUP?
To begin surfing up to 500% faster today you must
already have a dialup account with monster. Be sure to
have your username and password handy and visit the link below
to upgrade your account (there is an additional $4.00 fee for
this service).
*Upgrade
your current account
Back to the
questions
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