Why are you no longer providing dial-up Internet access?
When will the transition take place?
Will there be any interruption in my service?
Will my benefits change? What benefits does EarthLink offer?
I would rather have EarthLink high-speed Internet. Is that an option?
What if I do not wish to continue my service with EarthLink?
Where can I find out about EarthLink's service and privacy policies?
I have a personal Web site as part of my dial-up account with West Coast Net. Will I be able to have a personal Web site at EarthLink?
What if I have Web hosting and dial-up services?
What if I have an ISDN account?
Do I have to do anything to establish my account with EarthLink?
How can I start using my EarthLink account?
Will EarthLink’s software work on my computer?
Do I have to use EarthLink's software?
What if I need help after I receive my EarthLink software?
Can more than one person connect to my primary dial-up account at the same time?
Do I have to use the email address that EarthLink assigns me?
After the transition, will I miss any email sent to my current email address?
What if I have multiple email addresses with my current dial-up service?
I prepaid my current dial-up account. How will my account be billed after the transition?
I have a complimentary West Coast Net account. Will that be transferred?
If you have a dial-up Internet access account with West Coast Net, your account will be transferred to EarthLink. Both home and business dial-up accounts are affected. Any non-dial-up accounts you have with us will not be transferred to EarthLink. If you presently have dial-up services with West Coast Net and do not wish to be included in the transition, you need to contact us no later than July 8, 2005 at 1-877-996-9700 during our normal business hours: Monday through Friday 8:00am to 4:00pm, or email us at billing@wcn.net.
Why are you no longer providing dial-up Internet access?
We have decided to refocus our efforts on our regional commercial services. Local Internet access has become a product best served by national providers that have the resources and economies of scale to combat the increasing tide of spam, online threats, and viruses.
We are confident that our dial-up subscribers will be satisfied with EarthLink's excellent service and competitive prices. Leading print and online publications—including CNET and PC Magazine have recognized EarthLink for its service, reliability and benefits. EarthLink has also been ranked #1 in customer satisfaction by J.D. Power and Associates.
When will the transition take place?
We expect the transition to take place on or around July 20, 2005, though the actual transition takes place when you receive your EarthLink Welcome kit and you begin accessing the Internet through their service.
To avoid any delays in receiving your EarthLink Welcome Kit, please make sure we have your current shipping address on file before July 8, 2005. We will also have kits available at our office, and will be happy to assist you in getting your new earthlink software installed.
Call us at 1-877-996-9700 during our normal business hours: Monday through Friday 8:00am to 4:00pm, or email us at billing@wcn.net if you need to update your address.
Will there be any interruption in my service?
As your West Coast Net service will continue through July 31, 2005, you should not experience any interruption in your dial-up service during the transition. To ensure that you do not, simply load your EarthLink TotalAccess® software as soon as your EarthLink Welcome Kit arrives. EarthLink Welcome Kits should begin arriving around July 20, 2005, however, if your kit does not arrive by July 25, 2005, please notify us. We will also have kits available at our office, and will be happy to assist you in getting your new EarthLink software installed.
In addition, email from your primary West Coast Net account
will be sent to your new primary EarthLink account through August
20, 2005.
Will my benefits change? What benefits does EarthLink offer?
EarthLink service plans offer these benefits:
**Accelerator allows you to surf the Web up to 5 times faster than regular dial-up.
We will send you an email message specifying your EarthLink service plan. For more details about your specific plan, Call the WCN office at 541 996-9700.
What if I do not wish to continue my service with EarthLink?
We believe you will be satisfied with EarthLink's quality service and support. However, you can choose to cancel your West Coast Net dial-up account and opt out of the transition to EarthLink. Note: Unless you notify West Coast Net by July 8, 2005, EarthLink will automatically set up an account for you. If you wish to cancel, please call us at 1-877-996-9700 during our normal business hours: Monday through Friday 8:00am to 4:00pm. Or, contact us by email us at billing@wcn.net as soon as possible.
Where can I find out about EarthLink's service and privacy policies?
You can read about EarthLink's Acceptable Use Policy, Privacy Initiative, Subscriber Agreement, and Core Values and Beliefs at EarthLink's Policies and Agreements page.
I have a personal Web site as part of my dial-up account with West Coast Net. Will I be able to have a personal Web site at EarthLink?
Yes. EarthLink offers 10MB of free Web space for each EarthLink email address in your account. You will have to move your Web site from its current location to your EarthLink Web space.
If you do not already have your Web site's files stored on your computer, we recommend copying them to your computer as soon as possible. You can then upload them to your EarthLink Web space after the transition.
What if I have Web hosting and dial-up services?
If you currently have Web hosting and dial-up services with West Coast Net, only the dial-up portion of your account will be transferred to EarthLink.
Please note, as EarthLink has "Port 25 blocking", once you have transitioned to EarthLink, you will need to change your settings for outgoing mail. The settings for incoming mail will not need to change at this time. For outgoing mail, you will need to use smtpauth.earthlink.net.
For help changing your email settings visit http://www.earthlink.net/go/emailsettings
What if I
have an ISDN account?
EarthLink offers ISDN service in conjunction with your EarthLink Unlimited
dial-up account. ISDN service is $.50 per hour of single-channel service and
$1.00 per hour for dual-band ISDN service.
Do I have to do anything to establish my account with EarthLink?
No. We will automatically transfer your account to EarthLink on the transition date. However, if you do not want us to transfer your account to EarthLink, please call us before July 8, 2005 at 1-877-996-9700 during our normal business hours: Monday through Friday 8:00am to 4:00pm. Or, email us at billing@wcn.net.
How can I start using my EarthLink account?
The easiest way to start using your EarthLink account is to install EarthLink's TotalAccess software. TotalAccess will automatically configure your computer to connect to EarthLink. EarthLink will mail you a Welcome Kit containing a TotalAccess CD, along with a welcome letter and your new email address and password. We will also have kits available at our office, and will be happy to assist you in getting your new EarthLink software installed. Please call us at 1-877-996-9700.
To avoid any delays in receiving your Welcome Kit, please make sure we have your current shipping address on file before July 8, 2005. Call us at 1-877-996-9700 during our normal business hours: Monday through Friday 8:00am to 4:00pm, or email us at billing@wcn.net if you need to update your address.
Will EarthLink’s software work on my computer?
EarthLink's software works on both Windows and Mac OS computers. For exact system requirements, please visit EarthLink's Software page.
Do I have to use EarthLink's software?
Installing TotalAccess is the easiest way to set up your Internet connection and email. TotalAccess provides fast, reliable connections and a suite of exclusive, powerful tools including spamBlocker, Parental Controls, Pop-Up BlockerSM, and EarthLink Accelerator, where applicable. To ensure a smooth transition and optimal functionality, we strongly encourage you to use EarthLink's TotalAccess software to get the most out of your EarthLink account, but you do not have to use it to access the Internet through EarthLink.
What if I need help after I receive my EarthLink software?
If you need technical or customer support after you have received your EarthLink Welcome Kit, just call the toll-free number included in your welcome letter. You will also be able to get help through real-time chat, email, and Knowledge Base searches from your Support Center. West Coast Net will also be happy to provide assistance installing and activating your EarthLink account. Please contact us at 1-877-996-9700. We want to be sure your transition is as easy as possible.
Can more than one person connect to my primary dial-up account at the same time?
On occasion two or more family members may need to access the Internet at the same time. This is called simultaneous usage. You are only allowed a single connection to the Internet using your email address and password combination at any time. Any overlap in usage is subject to a fee of $1.00 an hour.
Yes. You will receive your new email address as part of the Welcome Kit that EarthLink will send you after the transition date. EarthLink will make every effort to assign you an address that is similar to your current address. For example, if your current address is jsmith@wcn.net, EarthLink will try to assign you the address jsmith@earthlink.net. However, if jsmith is already in use, your email username may be jsmith1, jsmith2, or some other variation.
Do I have to use the email address that EarthLink assigns me?
You can change your assigned EarthLink email address. After you receive your Welcome Kit from EarthLink, log into your EarthLink account using the email address and password provided. Then visit EarthLink's My Account Web page to change your email address and to add more addresses to your account if you wish. Please note that if you do change your EarthLink email address after the transition, you will need to give West Coast Net your new address so your email can be forwarded.
After the transition, will I miss any email sent to my current email address?
To ensure you do not miss any mail, messages sent to your current West Coast Net email address will be forwarded automatically to your new EarthLink address for approximately 30 days after the transition date. This will give you time to notify your family, friends, and business associates of your new address.
What if I have multiple email addresses with my current dial-up service?
Unless you contact West Coast Net by July 8, 2005 to opt out of this transition, mail sent to your West Coast Net email addresses will be forwarded automatically to your primary EarthLink address only.
I receive a paper invoice every month. Will I continue to receive a paper invoice as an EarthLink subscriber?
EarthLink automatically emails a monthly invoice at no
charge to all customers who pay by credit card or automatic bank draft. If you
choose to receive a paper invoice, you will be charged a $1 monthly handling
fee. EarthLink will waive this fee for your first 60 days.
EarthLink also charges a $1 monthly check-processing fee for payments made by
check. If you currently pay for your Internet service by check, you may change
your billing method from check to credit card or automated bank draft at any
time after July 20, 2005 to avoid the $2 monthly invoicing and check-handling
fee. To change your billing method to credit card, simply visit your EarthLink My Account Web page and click on
Billing Information. To change your billing method to automated bank draft,
please contact one of our Live Chat representatives at http://support.earthlink.net/chat
after you have received your Welcome kit.
For answers to frequently asked questions about EarthLink's billing practices and your invoice, visit: http://www.earthlink.net/support/invoicefaq
I prepaid my current dial-up account. How will my account be billed after the transition?
EarthLink will honor your prepayment agreement and provide service through the end of your current prepaid term. EarthLink will not charge you any additional fees until after your current prepaid term has expired.
I have a complimentary West Coast Net account. Will that be transferred?
Unfortunately, EarthLink is unable to offer you a complimentary dial-up account. Your complimentary account will remain active with West Coast Net until July 1, 2005. If you have any questions, please contact us at 1-877-996-9700 during our normal business hours: Monday through Friday 8:00am to 4:00pm