1. Do you offer 56K service?
All numbers we have operate at 56k, however no analog modem can operate at this speed due to FCC regulations (you'll find this in the fine print of your modem's documentation). Depending on your local phone line conditions, weather conditions and your distance from our equipment, you can expect connection speeds from 40k-53k. If you're getting substantially less than that (like 35K and you have a 56k modem), then contact tech support for assistance.
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2. Do you support v.90?
Yes, we offer both 56K, v.90 and v.92 on all ports for the fastest most reliable connections possible.
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3. Do you have a number in *my city*?
Probably. We offer more than 30,000 numbers for North America (including Alaska & Hawaii)!
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4. Do you support Mac OS (7.5.3 or higher), Mac OS X, or Windows 95/98/NT/2000/XP?
Yes, these operating systems are supported by us. If you can't get your connection to work (and you've tried everything in this FAQ) call our technical support line at 888.577.8899 and we'll help.
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5. Do you support Windows 3.1, Mac OS with MacTCP (earlier than 7.5.3), anything Linux, AmigaOS, BeOS, *BSD, NeXT, WebTV, WindowsCE, my Palm Pilot, Newton, PocketPC, or my old Kaypro?
No, we do not provide technical assistance for these operating systems. That doesn't mean they can't connect, it just means that if you're having problems we're not going to be able to help you. You might want to try searching the newsgroups or other assistance on the Internet. We offer a standard PPP connection. Regardless of our technical support, if your OS is using standard dialup protocols it should work just fine.
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6. I keep getting kicked off! What should I do?
Try the following items in the order listed:

1. Make sure that "Disconnect after checking mail" or some similar option is not checked in your mail program. This is the #1 cause of this issue.
2. Make sure "Dial whenever a connection is not present" is selected in the Internet control panel.
3. Make sure call waiting is disabled when you're dialing out. The easiest way to do this is to insert a *70, before your phone number in your connection screen.
4. Make sure you're regularly going to Microsoft's Windows Update website and applying the latest bug fixes and patches. This is especially important for Windows 95/98 users.
5. Make sure "TCP/IP" is the only network protocol selected in your dialup connection properties.
6. Delete and recreate your dialup connection using our setup program available from the download software menu option.
7. Reinstall the dialup networking component from your Windows CD.

7. I keep getting "Error Message Your username or password is incorrect."
Try re-typing your username and password. Remember, passwords are case-sensitive. Also, make sure you're putting an @skycatcher.net at the end of your username. If your username is psmith then type psmith@skycatcher.net in the username field.
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8. I can't select "Save Password" or my password/username keeps changing back even though I do.
Chances are, you're using a shortcut on your Desktop to connect. Try deleting this shortcut and connecting through My Computer < Dial-up Networking. Once you've connected through this successfully, you can make a new shortcut to this connection on the desktop. If you still can't save your dialup information, try deleting and re-creating your connection.
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9. Help, I have AOL 5.0 installed on my computer and I can't log on with you guys!
This is a known problem with AOL 5.0 which makes it difficult at best to successfully connect to a standard Internet Service Provider (like us). The short answer is to completely un-install AOL and try setting us up again. If that doesn't work, try installing AOL 7.0 (you may have one of their billions of CDs lying around) or re-installing AOL 5.0 and then upgrading to 7.0. Then uninstall AOL 7 and try re-setting up with us.
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10. I have another ISP that I use for email, but when I connect through you I can't send mail using that email address.
When you're connected through us, you have to use our outgoing mail server. It doesn't matter what email address you're sending from (we're not Verizon). The same goes in reverse: if you're connecting using another ISP to send @skycatcher.net email, you'll need to use that ISP's outgoing server.
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11. That seems dumb. Why do ISPs do that?
To combat spam. By requiring users to send mail using the ISP that they are connecting through, ISP's stand a better chance of tracking down, identifying, and punishing spammers.
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12. Do you kick people off after a certain amount of time?
We have a standard 10 minute idle time out on all numbers. Some numbers, depending on the area, have an 8 hour time out on connections, period. This is to prevent people from tying up our phone lines when they're not using their connection, or from using their modems as dedicated connections, both of which can cause other users to receive busy signals. "Unlimited access" simply means that you have access to the Internet via your dialup connection 24/7. It does not mean that you can be connected non-stop 24/7!
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13. What is multi-modem bonding and do you support it?
Multi-modem bonding is when you connect two separate modems to your computer with two separate phone lines. This effectively gives you twice the speed of a regular modem connection. This configuration is allowed in most areas, however we do not provide extensive technical support for it because of the number of different programs that do this. To accomplish this you will need to purchase an additional username account for use on your second modem.
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14. Can I log on from more than one location (i.e., call in locally when I'm traveling)?
Yes. You may dial in anywhere on our network with your username. The only exception is with our toll-free (1-800) numbers which require special usernames and restrict some non-US callers.
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15. Can I log on from more than one location at the same time using the same username?
Nope. You can however add an additional username to your account at a reduced rate.
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16. I keep getting an error that says "Call for a new number".
You're probably using an old number. Please visit our dialup number page to find a new one in your area. You should delete any existing connections you have using any number no longer listed on the page.
It's a good idea to check this page once a month or so. We are constantly adding additional numbers to give you more access locations, and we may be replacing your number with something better.
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17. Do I need to put in your name servers, IP address, protocol settings, etc...
No, all standard settings can be left at their defaults unless you're running Windows 95 or 98. In this case, make sure that "TCP/IP" is the only network protocol allowed in your dialup connection properties. IP addresses and DNS servers are assigned dynamically when you dial in.
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18. Is there a free trial period?
No, but there is a 10-day grace period. If you cancel within the first 10 days of your account being activated, you will receive a full refund of the subscription price. We will always try to solve any performance or technical issues that you may have within that 10-day period.
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19. What happens if I want my money back after the grace period?
If you decide that you want to terminate your service with Sky Catcher after your 10-day grace period has expired, then your account will be assessed a $15.00 termination fee and converted to a month-to-month account. You will then be refunded the difference. There are no refunds on month-to-month accounts.
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20. Is there a difference in quality between the networks?
In short, No. All of our networks have very good QoS (Quality of Service) ratings. All of our networks have in excess of 99.9% up time on a national level. Any POP (Point of Presence) can experience connectivity issues on occasion, but none of our networks experience ongoing customer support issues. No matter what network you choose, you will get the best possible service.
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21. I'm having problems with my account, who do I call?
Sky Catcher provides a toll free customer service / tech support number to all of its subscribers. Cant get logged on? Problems with your email? Wonder when your account will expire? Need to change your billing info? Everything can be handled with one call to 1-888-577-8899.
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22. Doesn't Unlimited service mean I can stay on 24 hours a day 7 days a week?
In short, No, it doesn't. Unlimited service means that whenever you need to sit down at your computer and use the internet, it will be there for you. This is what is commonly referred to in the industry as "Attended Use". Leaving a computer parked on a connection 24 hours a day is what is known as dedicated service. Please refer to our Terms of Service ( TOS ) for full disclosure.
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23. What does 24/7 E Mail support mean?
All e mail inquiries are answered within 24 hours, usually within 12 hours and sometimes, depending on the volume in queue, in real time. The e mail support system is monitored 24 hours a day, 7 days a week. E mail support cost a fraction of phone support and allows us to keep our cost manageable, which in turns allows us to keep our service prices low.
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24. What's the difference between customer support and technical support?
Customer support simply pertains to account info. You want to change the credit card or checking account you have your subscription setup on. Or you need to add a 2nd e-mail box to your account. You may want to change your password. These are typical customer service issues. You also can report any network outages or performance
Technical support pertains to PC, software, hardware or operating systems configurations that may apply to your internet connectivity. We provide an on-line library of technical support articles. Support issues of all kinds (customer and technical) can always be addressed via our e mail support system.
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25. You have 30,000 numbers available to me, but they are on different networks, can I move between them at will, or do I need to ask first?
Yes, you can move between the networks at will, and yes you must ask first. Your authentication domain provided you at sign-up is only good for the network you initially choose. All network changes are processed on the first day of each month. If you have to switch networks, then you will need to notify us via e mail at customer.care@skycatcher.net and let us know your user id, current access number and network, and the access number and network you want to move to.
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26. I've signed up for service and want my 2nd e mail account. How do I get it?
Simply email your desired parameters (user id and password) for the email box to customer.care@skycatcher.net. If the user name is available, the 2nd account will be set up within 24 hours. If it is not, you will be contacted for another choice.
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