Customer Support

Does i-zoom support home networks?

Customer Support will help you establish a connection to only the primary computer connected to the network, with responsibility for configuring subsequent computers on the network resting solely with the customer. You must manage and configure your own personal network, even if it’s connected our service.

We provide the required network settings; however, you must configure the hardware network environment. We will ensure that your primary computer maintains a connection to our service through the cable modem, but will not assist you with network related issues.

Our support representatives may require you to connect your primary computer directly to the cable modem prior to troubleshooting.

What network support do you offer?

We support issues regarding the software, its installation and/or configuration. To do this, your primary computer must be connected directly to the modem, without any personal network hardware involved. If you connect multiple computers, and have not purchased additional IP's, you must connect one computer directly to the modem.

How do you monitor the number of computers on each account?

Even though we can monitor how many computers are connected to an account, we prefer the honor system, recognizing that customers are generally honest. We do monitor bandwidth; the traffic, or data that travels to and from your computer. If traffic falls within the parameters of our Acceptable Use Policy, you won't hear from us. If traffic increases beyond acceptable levels, we examine your account to determine the source of the increased traffic. We study each infraction of the Acceptable Use Policy individually, recognizing there may be legitimate reasons for occasional increased data traffic.

If I order additional IP's do I get more email and webspace accounts?

Adding network addresses does not increase the number of email accounts you can have, or your allocated webspace.

How many network addresses (IP's) can I have?

The regular monthly fee includes two addresses. Each modem can have up to five.

Can I run servers, gateways or proxies?

i-zoom is a residential entertainment and information utility, and does not support business-oriented applications using servers, gateways or proxies. We will ensure you have an Internet connection to your primary computer by having you connect the modem directly to that computer.

Our service is designed for one computer per modem, unless additional IP's are purchased. We do not support computers without individual IP's. You are also responsible for maintaining your network.

Can you help me with Wingate?

Wingate is not a supported product, since the manufacturer does not certify our staff. Technical Support can only assist you with hardware and/or software that we provide in our bundled package, including Ethernet card, drivers, Netscape, Internet Explorer or other products provided by us. If we discover you are using Wingate on our network, your connection will be temporarily disconnected.

Are there restrictions on bandwidth use?

i-zoom carefully monitors network traffic from individual accounts, to ensure that resources are evenly distributed. While there are no limitations as such on bandwidth use, we do contact customers who use more bandwidth than is considered normal, to determine the reason for the increased traffic. High bandwidth loads usually indicate that the customer is using our service in a manner that it was not designed for. Please feel free to contact us any time you have questions concerning the acceptable use of the i-zoom service.

Can I get a static IP?

To ensure reliable service to all customers, our network does not currently support Static IP's. Since i-zoom is designed for the average home Internet user, Static IP's provide little or no benefit while making network management difficult. Dynamic IP brings a higher level of customer service, and many find that a long term IP is usually assigned. Using Dynamic IP, customers do not experience connection loss during network upgrades, while Static IP's can result in a temporary loss of service.