Frequently Asked Questions

  1. Where is Pixelgate based?
  2. How long has your ISP been in existence?
  3. Can I use my Pixelgate account to send multi level marketing and spam to unknown users?
  4. What credit cards do you take?
  5. What period does my invoice cover?
  6. Why is my monthly charge $1 more than the listed price?
  7. Where can I find more information about the acquisition of Fnet?
  8. Why is there an “@fnet.net” or “@ftel.net” on my login name?
  9. Do we lose our “@fnet.net” email address due to the acquisition?
  10. Is Fnet still around?
  11. If I need tech support help, what number do I call?
  12. Why does mail sent to me/that I send take a long time to get to its destination?
  13. How do I stop getting junk email (spam)?
  14. Because I am connected to the Internet via Pacific Bell, do I have to use them as my outbound mail server?
  15. How can I cancel all are part of my Pixelgate sevices?

Pixelgate Wireless Broadband

  1. Can I still use my wireless local area network with SkyRiver Internet access?
  2. I’ve heard stories of people driving up to buildings and infiltrating a wireless network. Is Pixelgate / SkyRiver susceptible to this?
  3. What customer hardware does SkyRiver provide?
  4. Can I connect to the SkyRiver signal with a standard 802.11b card?
  5. How many IP addresses do I get?
  6. Will Pixelgate / SkyRiver work with my VPN?

DSL & Dial Up

  1. Where does your DSL cover?
  2. What connection speeds does Pixelgate offer?
  3. How do I find out my IP address?
  4. What is my subnet mask?
  5. Why wouldn’t I “qualify” for DSL?

Email

  1. What is a username?
  2. How long can my username be?
  3. How many characters can my password be?
  4. How do I change my password?
  5. I need to remove an email box.
  6. I set up a new web server, how do I upload my site?
  7. Do you support front page extensions?
  8. Do you support CGI programs?

Domain Names

  1. How long after I sign up will my domain name be usable?
  2. How can I transfer domain names to Pixelgate?
  3. Can I register for a domain even if I’m not ready to sign up for hosting yet?
  4. I changed my mind about the domain name that I registered. Is it too late to change it?
  5. After registerring, I still can not reach my site using the domian name.
  6. Will my name and contact information be publicly available?
  7. How long does a domain name registration last?

E-Commerce & Security

  1. What is Ecommerce?
  2. What is Shopping Cart software?
  3. What is SSL?

Errors

  1. Why does email sent to me not arrive?
  2. “The computer is not receiving a response from the modem”
  3. I am having trouble sending email from my account. I seem to be able to login and receive email successfully, but when I try to send it, I get the following error message: “The connection to the server has failed. Account pop3.ftel.net. Protocol SMTP Port 25 Secure (SSL) No Socket. Error 10060. Error Number 0x800CCC0E. “

Answers:

  1. 733 Lakefield Rd. Suite A Westlake Village, CA 91361. We are about 40 miles north of Los Angeles.
  2. Pixelgate has been serving the Conejo Valley and surrounding areas since 1995.
  3. No. Your account will be suspended if any unsolicited email is found. See Our Acceptable Use Policy. The recipient of the supposed “spam” must have a reasonable expectation of receiving email or have requested information from that source for it not to be considered spam. When sending out emails of this kind, one must have an ‘opt out’ or ‘unsubscribe’ mechanism clearly stated in the message.
  4. Discover, AM, Visa and Mastercard.
  5. The date of the invoice to the following month.
  6. The $1 charge is for invoicing. If you pay by credit card, there is no $1 charge.
  7. Pixelgate bought the customer base and assets of the Internet division in September of 2002.
  8. We acquired the assests and customer base of FNet and you were a customer of FNet.
  9. No, not at this time.
  10. Yes, they are working on alternate business ventures.
  11. 805-446-6254
  12. Email usually travels over the Internet, from one service to another within minutes, but there are a number of reasons why it could take longer. Various servers along the path the email takes could be overloaded or malfunctioning. Like rush hour traffic, there isn’t much than can be done to avoid it.
  13. You can reduce time and bandwidth wasted by unwanted commercial e-mail. Our technology, Postini, rids your inbox of Spam, saving you time and frustration. The junk email filter protects your email inbox from unwanted messages. Suspicious spam will be quarantined in your Message Center. Adjust the settings to personalize your level of protection.
  14. Only true for dial-up customers. DSL customers are not blocked by PBIS.
  15. Pixelgate services need to be cancelled via our cancellation form or postal mail.
    Note: High speed internet (dsl, wireless, etc) requires a 30 day advanced notice.
    Click here for more information.

Wireless Broadband

  1. Yes. Pixelgate / SkyRiver access and 802.11/Wi-Fi wireless networks have no performance impact on each other.
  2. No. Our technology features eight layers of security. Hackers cannot “sniff” an IP and enter our network.
  3. We use a wireless gateway customized to operate with our software. It’s often installed externally near the antenna. We then install a simple 2″ x 2″ jack in your office.
  4. No. Our 802.11b variant isn’t compatible with a standard 802.11b networking card. SkyRiver hardware provides a standard RJ45 port to connect to your network. Our service simply provides an IP pass-through.
  5. With Pixelgate business-class service, you get a block of 8 IPs; 5 usable. (Additional IPs available for a monthly fee.) Only one IP address comes with SkyHome-Office.
  6. Yes. SkyRiver does not interfere in any way with an existing VPN. It is merely a pass-through for your IP traffic.

DSL & Dial Up

  1. Simply enter your tn # on the web site and we will qualify the number for you.
  2. Dial up customers can access Pixelgate services at speeds up to 56k. For DSL speeds and packages, see:http://www.pixelgate.net/dsl.html
  3. Call our tech support department and we will tell you and run through exactly how to set up your DSL service if you need help.
  4. It is always 255.255.255. 256-the # of IP addresses. Most DSL lines have four IP address, therefore most subnet mask addresses are 255.255.255.252. However, some DSL lines have an eight block (IP addresses).
  5. DSL availability is based on numerous factors including the distance between your home or office and the Verizon central office, and the condition of the phone line, both inside and outside your home or office.

Email

  1. The username is the name you choose to be as your email address. ie. john@pixelgate.net John is the username here.
  2. The username must be all lower case, no less than four characters and no more than 12.
  3. The password is cap sensitive and can be no less than four characters and no more than 12.
  4. Simply email info@pixelgate.net and let us know you would like to change your password and for security reasons, we will call you .
  5. Please send an email to info@pixelgate.net and include your service, contact info and username.
  6. If we are hosting the website, you can upload your site by connecting to www.yourdomainname.com using the username and password that was provided to you.
  7. Yes
  8. Yes

Domain Names

  1. It usually takes about 24-48 hours for a domain name to ‘propagate’ or be usable throughout the internet. This applies to new domain registrations and to domain transfers.
  2. Many registrars charge $30-$40 to renew and register domain names. Whether it’s to save money or move your domain to our secure servers, you can easily transfer your domain name to Pixelgate at $15/year. Simply contact us and we’ll take care of it for you.
  3. You can register or renew a domain name regardless if you are ready to start hosting your site. In fact, it is always a good idea to grab the name you wish before someone else does. Millions of people are on the Internet and someone else might have the same idea.
  4. Once you register a domain name, you cannot “un-register” it. If you find that the domain name you chose no longer suits your business or personal needs, you should register another domain name. The domain name you originally registered will continue to be registered to you until the end of the registration period. Registration and re-registration fees are non-refundable.
  5. If you have followed the steps for domain name registration and allowed at least 24 hours time after registration, but your new site does not appear to be hosted, you are probably encountering a propagation lag. The Internet is comprised with thousands of name servers of which most are configured to receive updates only once to a few times each day. If you can bring up your site up by IP address but not by domain name, it is probably a propagation issue. Please allow two to three days for the problem to resolve itself.
  6. Yes. Information about the owner of the domain name and the ISP responsible is publicly available to allow speedy resolution of technical queries and to enforce of consumer protection, trademark, etc. The registrar will make this information available to the public via “Whois”.
  7. We provide you with the ability to register and renew the domain registrations in one-year increments, with a total registration period limit of ten years.

E-Commerce & Security

  1. E-Commerce is an all-encompassing term used to describe monetary activities over the internet. Building an online catalog of products, accepting a credit card on-line, etc, that enable a company to use the internet to sell its products are components of an E-commerce package.
  2. Shopping cart software acts as an online store’s catalog and ordering process. Typically, it allows a consumer to browse the website, select products for purchase as they browse, review what they have selected; make necessary modifications or additions; and purchase the merchandise.
  3. “SSL” stands for Secure Sockets Layer. It is a security protocol that encrypts all of your connections with a Web server. SSL thwarts potential hackers who could ransack your Internet packets for sensitive information such as passwords and credit card numbers. SSL was designed by Netscape and was originally incorporated into the company’s Web server and Web browser software. Since then, SSL has been included in products from every major developer of Web software.

Errors

  1. Before attempting to answer this broad question, we need to find out details of what ISPs, what the errors are and where the errors are sent to, in order to diagnose the problem:
    • From Pixelgate, or the Internet?
    • Do the senders receive errors?
    • If so, what are the errors?
    • From just one sender, or several?
    • Do the senders have trouble getting mail through to other Pixelgate members?
  2. If you are using an external modem, make sure that your modem is turned on and that your computer is connected to the serial / com port of your computer.
  3. First we must ask a few questions:
    • What is your outgoing mail server set to?
    • What program are you using for your mail?
    • Did you try disconnecting and then reconnecting to the Internet?
    • Did you try shutting down your computer and then turning it back on to try again?