Frequently Asked Questions
Customer Service and Technical Support
How can I reach Razzolink's customer service department?
You can reach Razzolink customer service at 1-800-913-7299 (RAZZ) or customercare@razzolink.com. Customer service is available Monday-Friday, 8:00 AM – 5:00 PM, Pacific Time. Razzolink’s customer service department handles the following issues:
- Order placement
- Order status questions
- Billing questions
- Account questions
New Service
How can I reach Razzolink’s technical support department?
Customers can order Razzolink service by calling 1-800-913-7299 (RAZZ) Monday through Friday from 8:00 AM to 5:00 PM Pacific Time, or visiting our Web site at www.razzolink.com.
Billing
What payment options are available?
Customers may pay via credit card (Mastercard, Visa, or American Express).
When will I get billed for my Razzolink service?
Razzolink will charge the equipment, labor and installation fees, and monthly service fees to the customer's credit card (Mastercard, Visa, or American Express). Following the installation of the service, your credit card will be charged, and you will receive an order confirmation receipt (statement). Thereafter, your credit card will be billed monthly for recurring service charges. Monthly billings usually take place on the 25th of each month for the following month’s service fees. All monthly service fees will be billed the month prior to service being rendered (advanced billing).
Can I change my monthly billing cycle?
No. Your billing date is tied directly to the order date for your account.
Will I receive billing statements for my monthly Razzolink service?
Billing statements for monthly service
will be handled as follows:
Customers will not receive a mailed monthly statement for service, unless
requested at the time your order is placed. Instead, you will receive
an electronic email statement reflecting the charges assessed to your
account and the credit card payment applied towards said charges. Additionally,
for your reference, your monthly credit card statement will have a line
item reflecting your Razzolink monthly service charge.
Account Status
How can I make changes to my payment options for my Razzolink account?
To make changes to your payment options for your Razzolink account (e.g., credit card changes, change which credit card will be used for payment, etc.) you can submit your credit card changes by selecting the Change Billing Info option located on the Razzolink home page or call our customer service center at 1-800-913-7299 (RAZZ) Monday through Friday from 8:00 AM to 5:00 PM Pacific Time.
I’m moving across town. How can I see if Razzolink’s service is available at my new location?
To determine if Razzolink service is available in your new location, check our Service Areas page or call our customer service department at 1-800-913-7299 (RAZZ) Monday through Friday from 8:00 AM to 5:00 PM Pacific Time.
General
How does Razzolink’s wireless Internet service work?
Razzolink uses a network of powerful base stations and antenna systems to transmit data to and from a small, lightweight wireless modem that attaches to your computer. Razzolink's service provides high-speed, secure data transmission using licensed radio frequency, which allows for a more reliable and robust internet connection.
Please reference How Our Technology Works for more information.
What data rates can I expect from Razzolink’s wireless Internet service?
Data rates depend on the service offering the customer chooses.
Small Business/Home Office Internet Service Plans
| Residential Basic | Residential Deluxe | Residential Premier | |
| Download Speed (Kbps) |
Up to 384 | Up to 1000 | Up to 2000 |
| Upload Speed (Kbps) |
Up to 256 | Up to 384 | Up to 512 |
Small Business/Home Office Internet Service Plans
| Business Gold | Business Platinum | |
| Download Speed (Kbps) |
Up to 1000 | Up to 2000 |
| Upload Speed (Kbps) |
Up to 512 | Up to 700 |
Will Razzolink’s wireless service interfere with my cell phone, PDA, or other wireless devices?
No, Razzolink service will not interfere with your cell phone, PDA, or other wireless device.
Service Offerings
What Internet service offerings does Razzolink provide?
Razzolink provides both residential and home office/small business service
offerings.
Razzolink’s Residential service offerings include:
- Wireless broadband Internet access
- Incredibly fast download speeds
- Unparalleled upload speeds
- Up to 5 email accounts
- 1 dynamic IP address
- Up to 10 MB of Web space
- Unlimited online time
Razzolink’s Home Office/Small Business service offerings include:
- Wireless broadband Internet access
- Fastest upload speeds available - up to 700 Kbps
- Blazing download speeds - up to 2 Mbps
- Up to 7 email accounts
- 4 dynamic addresses
- 1 static IP address
- Up to 10MB of Web space
- Unlimited online time
What add-on services does Razzolink offer?
Razzolink offers several add-on services for a fee including:
- Additional email addresses
- Additional IP addresses (static and dynamic)
- Additional Web space
- Battery back-ups
- Domain set-up and hosting services
Razzolink also offers a free service called Roaming Made Simple. You can roam outside of your normal service area by downloading our roaming dialer, which provides our server with the proper login information to roam via a dialup connection, and which also includes an integrated phone book with our list of Roaming Numbers. You are required to install the Roaming Made Simple software before this service is available to you. Please be advised that access is at "dial up speeds", i.e., 14 Kbps - 56 Kbps. Your high speed broadband service is only available in our service areas. Please go to the following link 24hoursupport.com/roaming/, and follow the instructions. For ease of installation, you should print these instructions before beginning.
Which Razzolink service plan is right for me?
Your choice of service plan will depend on how you use email and Internet services.
Razzolink’s Residential Basic service is probably fine for you if you:
- Frequently surfs the Web
- Use email regularly, does not typically send large attachments
- Download large email attachments
- Shop and bank online
- Swap family photos online
- Upgrade software online
Razzolink’s Residential Deluxe or Premier service would be a good choice if you also:
- Perform all or many of the tasks listed under Residential Basic Customer
- Access streaming audio and video
- Download MP3 files
- Play action games online
- Buy/download software from Web sites
- Receive and sends large megabyte files
Razzolink’s Home Office/Small Business service would be a good choice if you:
- Need to access a virtual private network (VPN)
- Want to host a Web site
- Need more email addresses
- Offer e-commerce services
How do I send and receive email?
You must set up your connection and an email client (i.e., an email application) before you can use email. However, email is received in your mailbox even when you are not connected, and ready for download once you connect.
Use these settings to configure your email program:
Incoming mail server: pop.razzolink.com
Outgoing mail server: smtp.razzolink.com
No SSL.
No authentication.
You must change the outgoing server for any non-Razzo Link email
accounts to smtp.razzolink.com to avoid mail-relay denials.
Many email clients are available, some free, many not. Be sure that your email client is compatible with your operating system before installing it. Some examples of email clients are listed below:
- Windows Eudora
- Windows Eudora Light
- Macintosh Eudora
- Macintosh Netscape 4 or later
- Macintosh Internet Explorer
- Macintosh Outlook 5
- Windows Netscape Communicator
- Windows Netscape 6
- Windows Netscape Activation
- Windows 97 Outlook
- Windows 98 Outlook
- Windows 2000 Outlook
- Windows 2002 Outlook
- Windows XP Outlook
- Windows Outlook Express
After you sign on, you can use your email software to send or receive email. You typically can check your mail by clicking an icon on the toolbar or selecting a menu option, depending on the software.
How many email addresses do I get with my service plan?
Razzolink’s Residential customers have up to 5 email addresses. Razzolink Home Office/Small Business customers have up to 5 email addresses. Additional email addresses are also available for purchase. Please reference the Internet Service Plans page for more information.
How can I access my Razzolink email while using a computer other than my own?
Razzolink customers can use Web mail to check their email from any computer with Internet access. You will need to know your email user name (your email address) and password. To sign in to Web mail, go to webmail.razzolink.com
How can I add IP addresses?
To add additional IP addresses you must order them via Razzolink's Web site or call 1-800-913-RAZZ (7299) and speak to a customer care representative.
Web Hosting & Domains
How do I set up a commercial Web site?
To set up a commercial Web site, follow these steps:
- Determine which HTML editor you are going to use to develop your Web site.
- Develop the Web site.
- Copy and save templates or other files to your local computer, where you will create the Web site.
- After you finish building your Web site, upload your Web site files to www.your_domain.com. You can use any standard File Transfer Protocol (FTP) program such as WSFTP to upload your files to the Web server. If you are using Microsoft FrontPage, you can upload using its Publish feature, but you first must ensure that FrontPage Extensions are enabled for your Web site.
How do I set up a personal Web site?
To set up a personal Web site, follow these steps:
- Determine which HTML editor you are going to use to develop your Web site.
- Name your main page (the first HTML file that loads) index.html. By using this name, you avoid typing the file name in the URL. If you use a different name, such as home.html, you must include it in URL. When index.html is the main file, for example, you would type http://www.yourISP.com/~username to load your home page. If you name your main file home.html, then you must type http://www.yourISP.com/~username/home.html to view the page.
- Upload your Web pages using FTP. Do not include the HTML directory when typing your URL. The server automatically points to that directory. The URL of a page is your Web site is http://www.yourISP.com/~loginid filename.html. For example, the URL to a home page on YourPersonalWeb might be http://www. YourPersonalWeb.com/~Webmaster/home.html.
WARNING: ALL OF THE SERVER'S PERMISSIONS ARE SET CORRECTLY.
DO NOT ADJUST THE FILE OR DIRECTORY PERMISSIONS.
How do I transfer my existing domain to Razzolink?
The customer should send an email request to service@razzolink.com with the following information:
- Who the domain is currently registered to
- The username and password to access the domain
Your domain will be transferred to Razzolink's servers. When the transfer is complete, the customer will receive an email notification.
Do I have to transfer my domain to Razzolink in order to use Razzolink hosting and email services?
Hosting services and email services utilizing your domain name (e.g., johnsmith@yourcompany.com) require that your domain be transferred to Razzolink.
Can I make changes to my Web site whenever I want?
Yes. You have unlimited access to your Web site via FTP, using your ID and password.
Can multiple domain names point to the same account?
Yes, multiple domain names can point to the same account. Simply set up one of your domains as a DNS only.
I'm trying to upload Web site files using my FTP program. What is Razzolink's FTP setting?
Razzolink's FTP setting is ftp.razzolink.com.
How often do you back up your servers?
Servers are backed up on a nightly basis.
Troubleshooting
What do I do if I cannot get a signal?
Contact Razzolink's Technical Support department at 1-800-913-7299 (RAZZ) press Ext. 2 then press Ext. 1, or after hours, weekends and Holidays press Ext 2. Technical support is available 7 days a week, 24 hours a day. You can also download our Free Modem/Router Troubleshooting Guide which may help solve your connection problems.
What if my upload and download speed seems slow?
Contact Razzolink's Technical Support department at techsupport@razzolink.com or 1-800-913-7299 (RAZZ) press Ext. 2 then press Ext. 1, or after hours, weekends and Holidays press Ext. 2.
My user name and password are not working. What do I do?
Contact Razzolink's Technical Support department at 1-800-913-7299 (RAZZ) press Ext. 2 then press Ext. 1, or after hours, weekends and Holidays press Ext. 2.