This page contains answers to common questions handled by your support staff, along with some tips and tricks that you have found useful and presented here as questions.

General Questions

	How do I change my password?
	How do I send/receive e-mail?
	How do I setup an additional Mailbox?
	How do I setup an e-mail alias?
	How do I setup my personal Web Site?
	What are your server settings?
	What is your user to modem ratio?
	What is your policy on Spam mail?
	How can I contact TCQ Internet?

Dial-Up/ISDN Questions

	What is the fastest speed I can connect at?
	Why don't I always connect at higher speeds?
	Why do I sometimes get disconnected?
	Why can't I log into your service?

X5 Questions

	What is X5?
	What gets accelerated?
	What will not be accelerated?
	How does it work?
	What are the System Requirements for X5?

How do I change my password?
You can change your password from the My Account section of this web site. My Account allows you to manage your TCQ Internet account online. 

How do I send/receive e-mail?
The easiest way to check e-mail is by using our Webmail feature. Webmail allows you to send and receive e-mail anywhere from this web site. You can also use an e-mail program like Eudora, Outlook Express or Netscape Mail. Make sure they are configured to check your mailbox. Instructions for configuring these programs can be found in the Support section of our web site.

How do I setup an additional Mailbox?
All Dial-Up and DSL accounts come with 5 e-mailboxes. One mailbox is automatically created when you first sign up. You can create the additional 4 mailboxes by using the My Account program on this web site. Once you log into My Account, click View E-mails -> Create New E-Mail. Once the new mailbox is created, simply configure your mail program to check that mailbox.

How do I setup an e-mail alias?
E-mail aliases can be setup from My Account.

How do I setup my personal Web Site?
We have a web page with information on setting up your free personal web site. Click here to view.

What are your server settings?
Our server settings and access number can be found here.

What is your user to modem ratio?
Our customer to modem ratio will change as our customer base grows, and new modems are added. We strive to maintain a user to modem ratio which is better than the industry standard, which is 10 to 1. We currently have a ratio far better than that.

What is your policy on Spam mail?
Sending unsolicited bulk e-mail (commonly referred to as Spam) with your TCQ Internet account is prohibited, and can be cause for termination of your account. Please see our Service Agreement for more information. If you are receiving spam mail in your TCQ Internet mailbox, you can report it to us from our Reporting Spam Mail web page. 

How can I contact TCQ Internet?
Contact information can be found on our Contact page.

What is the fastest speed I can connect at?
We use the best quality telecommunication circuits that are available so you connect to the Internet at the highest possible speed. Many providers use lower cost telecommunications circuits that rob your 56K modem of it’s best connect speed. If you find a provider that charges more for ISDN service than 56K service, they may well be using the lower speed circuits to provide 56K services.

Modems using analog phone lines (56K modems and slower) can expect speeds close to the maximum allowable speed for that modem. ISDN users will see a rock solid 64K connection, and DSL users can communicate at speeds up to 640K.

Why don't I always connect at higher speeds?
Phone line quality plays a big part in how your modem will perform on the Internet. Slower connect speeds can often be attributed to this. A Modem Initialization String can be used to improve your connection.

Why do I sometimes get disconnected?
We automatically disconnect users who are inactive for a period exceeding twenty minutes.

Why can't I log into your service?
If you find yourself unable to login using your TCQ Internet account, there are a few things you can check. Make sure that you are entering the correct username and password. These are case sensitive, check to make sure your Caps Lock key is not enabled. Also make sure that you have included @tcq.net on the end of your username in your dialer. If other people have access to your account, make sure that they are not logged on from another computer.

What is X5?
X5 speeds up your Internet experience, by up to five times, using your existing dialup phone line and modem. You do not require any extra equipment. X5 allows you to surf at near DSL speed, making X5 the high-speed Internet solution with the convenience of dial-up. It is easy to install, runs seamlessly and doesn't alter any of your existing software. You can also control the amount of compression vs. speed gain yourself. 

What gets accelerated?

X5 compresses the following elements of web pages in order to send the information to your computer faster:

	Web pages - HTML markup and JavaScript
	Graphics including JPEG and GIF images
	Text
	E-mail on the Web

What will not be accelerated?

Although X5 is able to compress many different types of online data, there are a few which cannot be accelerated:

	Streaming media, audio and video files
	Secure pages, such as those used for online banking and credit card forms.
	Files and attachments such as music or digital photos.

How does it work?
With traditional dialup methods, the text and graphics that make up Web pages get sent from the server to you over your phone line. Because of the large amount of data required to be sent, this process can be painfully slow. X5 compresses this data using a proprietary technology, and sends it over your existing dialup phone line. This compression process allows a smaller amount data to be sent – up to six times less – making the download time of your web pages and your online experience that much faster. As an added download time reducer, X5 stores elements of the Web sites you visit frequently so you do not have to re-download them every time you visit these sites. 

What are the System Requirements for X5?