RACC Enterprises, LLC: Bringing you the future, today!

General Questions
Dialup Questions
Broadband Questions

	General RACC Questions
	Do you sell my e-mail address information to other companies? No. Our company policy is that we do NOT rent, sell or trade the contents of our e-mail list to any outside parties. What are the valid server settings for mail at racc2000.com? Your POP3 and SMTP settings should both read "mail.racc2000.com", without the quotes on either end. What exactly is Racc2000? Racc Enterprises LLC is a full-service Internet provider offering subscribers a variety of products and services such as broadband, dial-up, and e-mail access under the domain name of www.racc2000.com. (more info) Does Racc2000 provide server space for subscribers to create their own personal home pages? Yes, each dial-up account has 5MB of personal (non-business content) server space for web pages. When can I sign up for your service? You can sign up by calling us at (231)548-2000, (231)348-5551, or 1-800-968-5551 between 9 a.m. to 5 p.m. Monday through Friday, or Saturday 10 a.m to 12 p.m. We can activate and walk you through the setup over the phone. You can also come in at our office in Alanson to sign up. New accounts must be paid in full before activation occurs. I was using some software; I uninstalled the software and now when I start Windows I get error messages. How do I get rid of them? Your best option would be to seek out a computer service department. We offer a full service center that can meet all of your computer repair and maintenance needs. I am installing a new browser and it is asking me for a DNS server Primary and Secondary address. What should I enter? Normally this is not needed. Just click on the next button. The first time you connect the browser will ask our servers what the values are and fill in the blanks for you. I see that you recommend using Internet Explorer (IE), but I like Netscape. Can I use Netscape with your service? You can use Netscape. It doesn't matter what browser you choose to use. If you choose to use Netscape, we do recommend that you use Netscape Navigator version 4.0 or better. I have never used the Internet before. What do I do? We suggest that you check out Learn the Net's web site. What are your billing procedures? We accept payment by cash (walk-in), check or major credit card. Our system produces an invoice for each billing period. Statements are always available online and show all account activity. We support e-mail billing or hardcopy via mail. We do not prorate. Reminders are sent out if payment has not arrived by the account due date. There are NO REFUNDS. Billing Inquiries: All billing questions should be directed to: RACC Enterprises Phone: 231-548-2000 231-348-5551 800-968-5551 Fax: 231-548-3000 E-mail: billing@racc2000.com All payments must be mailed to: RACC Enterprises P.O. Box 1200 Alanson, MI 49706 Due Dates Account due dates are based on the effective date of the account and may be different for all accounts. For example if a monthly account is opened on January 15, the due date will be the 15th of every month. An annual account opened on February 15 is billed every year on the 15th of February. If you have several accounts with us, we can coordinate your accounts so they all use the same due date. E-mail Racc at billing@racc2000.com or call Lori at 231-548-2000 for details. E-mail Billing - Not Credit Card Auto Bill An invoice is automatically e-mailed 20 days prior to the due date. Statements are available online at any time showing all account activity including all new charges and payments. After we receive your check and post it to your account, the statement will reflect the payment. At your option, the system automatically e-mail's a statement whenever any change is made to your account including new charges and payments. Most customers prefer only to receive invoices by e-mail and access statements online when necessary. If payment is not received within 7 days past the due date, an e-mail message is automatically sent notifying you we have not received payment. Additional reminder e-mail messages are sent if payment has not been received after 9, 11, and 13 days. Accounts 15 days past due are automatically suspended and a reinstatement fee of $15 is then required in addition to the amount due to reactivate the account. E-mail Billing - Credit Card Auto Bill Your credit card is automatically charged on the due date for the amount of any new charges. At your option an invoice is automatically e-mailed. We can also automatically e-mail a statement showing the previous balance and new charges. Most customers do not request a statement of invoice on auto bill accounts. A statement for any period of time showing all account activity is always available online. If the credit card is expired, reported lost, over the limit or declined for ANY reason, an e-mail message is automatically sent notifying you of the fact. The e-mail asks you to verify your card number and/or supply Racc updated information. You can either use our online secure server, send e-mail to billing@racc2000.com or call Lori at 231-548-2000. The system automatically submits a charge to whatever card number is currently on file nightly and another e-mail message is sent if the charge is declined. If payment is not received within 7 days after the due date, the account is automatically suspended and will be charged a $15 reinstatement fee to reactivate. To reactivate the account or make other arrangements, send e-mail to billing@racc2000.com or call Lori at 231-548-2000. Hardcopy Billing via Mail - Not Credit Card Auto Bill Invoices are automatically printed by our computer system 20 days in advance of the due date showing all new charges. This feature costs $2.00 more per month. If your account is up-to-date, we mail the invoice on the first business day after the invoice is printed. If there are any outstanding charges, we print and mail a current statement that also shows the previous balance along with the new charges (the invoice is discarded). Hardcopy Billing with Credit Card Auto Bill Not recommended because customer pays twice. Single Invoice Payment by Credit Card You can make a payment at anytime on your account with your credit card by e-mail or phone. E-mail payment to Racc at billing@racc2000.com or call 231-548-2000 to make a payment by phone. Returned Checks If a check is returned from the bank for NSF or No Account the customer is charged a $40 processing fee over and above the original amount of the check. The customer's Internet account is also suspended until payment in full is received.
	Dial-up questions
	How much does it cost and what does that cover? We have a $15 activation fee on all new dial-up accounts or ones that were closed due to non payment. We have two basic monthly dial-up plans: We have a limited metered plan that is $11 per month for up to 30 hours of use. If the 30 hours is exceeded in the month period the account is billed an additional $1.00 per hour. Our next plan is $20.00 a month with up to 250 hours of usage (if you average the total hours it would equal eight (8) hours per day) with an additional penny per minute charge if the 250 hours is exceeded. We are also offering a server side virus scanning service for only $1.00 per month per racc2000 e-mail address. Connections up to 56K are supported. With a Racc2000 dial-up account, you have complete access to the world wide web, Internet e-mail, and even 5 MB of personal web page server space. The six month prepay plan is $104.00 and it lowers your monthly cost to $17.33. The one-year prepay plan of $207.00 lowers your monthly cost to $17.25. These plans have additional charges if 250 hours of usage per month is exceeded. Do you have Unlimited Usage? Not with dial-up, No. If you need to be connected more than eight hours a day, our dedicated connections allow you to be on-line 24 hours-a-day, 7 days-a-week. We do have unlimited connections available. What is the highest connection speed supported? 53.3 kbps is the highest modem speed supported. DSL, and other mediums allow for higher speed connections and are available in select areas. Call our sales department for high-speed alternatives to modem access. Do I need a separate phone line to go on-line? A separate line is only necessary if you want to keep your original phone line clear for incoming and outgoing calls during on-line sessions. DSL supports line sharing so a second line may not be required. Is there an activation fee for a dial-up account? Yes. We charge a $15 activation fee for all new accounts or if an account has been put on hold for late payment.
	Broadband questions
	Do you have Unlimited Usage? Yes. All of our broadband connection options offer unlimited connectivity, meaning that customers are always connected to the service. Our dedicated business accounts also offer unlimited usage. Check out the details. Do I need a separate phone line to go on-line? DSL supports line sharing so a second line is often not required. Wireless service does not use telephone lines at all. What does DSL stand for? DSL stands for "Digital Subscriber Line". Can I use my old modem for DSL? No. A Paradyne DSL modem is required. What are the speeds available and how much does it cost? Please see our broadband page for this information. Why is DSL better then a traditional dial-up account? Traditional modems need to dial a phone number, authenticate and log on to our network before you can access the Internet. DSL is a "always on" connection with no need to log on every time you need to use the Internet. Traditional V.90 modems have a maximum download speed of 53.3 kbps with a maximum upload speed of 33.6 kbps. Traditional modems are also greatly influenced by phone line conditions which can cause slow downs and sometimes even disconnection's. DSL offers greatly increased download/upload speeds (see our Services Page for specific info) while offering an extremely stable connection. How does DSL work? DSL uses the same copper wire that your current telephone uses. In the telephone companies "central office" a splitter is used to create a separate voice channel from the data channel. These two channels are then sent to your house where the DSL modem can transmit and receive on the data channel while phone filters remove the data channel to allow standard phones to operate normally. This method of using two separate channels allows for simultaneous use of your Internet connection and your telephone or fax without any loss of speed or service. How is DSL different then cable Internet? Cable companies provide television, music, data and other services over the same cable loop in your neighborhood. There is a limited amount of bandwidth available on these neighborhood nodes which can service a large number of homes and businesses. This means that if a neighbor or nearby business is using a lot of bandwidth, it is possible that there would be little left for the rest of the customers on that node which would result in very poor performance. DSL does not use this shared node system. Your DSL connection is your private phone line connecting your home or business with our data equipment. This results in more consistent and dependable performance. Do I need a separate account for every computer in my home or business? No. DSL can easily be shared to all of the computers on your network. This may require some additional hardware. There are also some limitations regarding distribution of bandwidth. Please see our Use Policy for more information.