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General Support Line
For all other enquiries please call our Toll Free Support line:
US and Canada
866 287-0192 |
Welcome to the Customer Support Center
We are dedicated to providing premium service for your membership account. Our goal is to provide professional, high-quality customer response to you in regards to your account enquiries.
Please select your billing service below for technical problems, password and login problems, membership cancellations, FAQs, refunds or any general questions.
You can find your billing service provider on your account statement. Please supply all your information when contacting the company. Please include your method of payment (credit card or check), your password and user name, transaction number(s), the email address you joined with, and which website joined, so they can assist you promptly.
General Questions
What is a browser plug-in?
A browser plug-in is an application built into a web browser or added to a browser to enable it to interact with a special file type, such as a movie, sound file, text document, etc.
Why do pictures take so long to load?
Many sites are designed for at least 56K modems. If your modem is slower than this you may want to consider purchasing a new one. If you have a 56K, make sure your modem is configured correctly in your connection to the Internet. Please contact your internet provider for more information.
Can I use a download accelerator?
We do not allow the use of download accelerators at this time. Please turn them off when trying to view our videos. Please contact the software provider for more information.
How do I download pictures to my hard drive?
Position your mouse over the photo, click on it with the right mouse button, then choose "Save Picture As."
How do I download movies?
Our movies are not downloadable and downloading them is a violation of our copywritten material.
Video Problems
Recommended settings.
Please click here for our setting suggestions
Recommended resources.
Does IE (Internet Explorer) work with video?
Yes, unless otherwise stated our live shows and videos work with most all web browsers. However, as technology advances some of the older browsers may not be able to keep up, thus limiting your surfing experience. You may be required to install plug-ins into your browser to see some content. To get the most out of your membership and your overall Internet experience, it is recommended that you download and install the latest version of Internet Explorer.
I'm having problems viewing videos.
If you access our site using AOL or an Internet connection window like MSN, Earthlink, or others you may experience problems viewing movies. After you connect to the Internet minimize AOL, or your Internet connection window, and open Internet Explorer and access our sites using Internet Explorer. If you have content filtering software, popup blocking software, or a personal firewall, you may need to disable them. These applications sometimes will interfere with viewing streaming video content.
I'm getting weird colors when I use IE to view videos?
Your display adapter may only be capable of rendering 256 colors, or, more likely, your display's control panel is set to 256 colors. If that is the case, set your display's control panel to thousands/millions of colors or high color/16 bit. Select "Display" or right-click on the desktop and choose "Properties" to correct the problem. You'll need to quit and relaunch your browser to reset the colors. If your video hardware is not capable of displaying more than 256 colors at your chosen resolution, the video will still work, but it may be oddly colored and/or look slightly fragmented.
What can I do to get the audio to play smoothly?
Users with less than a 56K connection do not have enough bandwidth to receive both audio and video. The software gives preference to video, therefore you should mute your computer’s volume.
How can I improve overall video and audio quality?
The number one thing is to get a faster connection. Other than that, pressing the pause button increases the buffer size. The longer you pause the video, the better it will look and sound once it begins playing.
Why doesn't the video look as good as TV screen resolution?
Huge amounts of bandwidth are required to transmit TV quality video over the Internet. As prevailing modem speeds increase, Internet video will increasing look better.
What should I do when get error messages or my the video just won't play?
- Clear your browser's cache and restart your browser:
- Click "Tools" (on the menu toward the top of your screen)
- Click on "Internet Options"
- Click the "General" tab
- Click "Delete Files" and then "OK"
- Click "Clear History" and then "Yes"
- Click "OK" and close your browser
- Re-start your browser
Settings Tips
Suggested settings for Windows Media Player.
Click on the "Start" button, go to "Programs", "Accessories", "Entertainment" and open Windows Media Player. Click "Tools" then "Options" from the drop menu. On the "Options" popup click the File Types tab. Under "File Types" make sure the following items are checked: Windows Media File (.asf), Windows Media Audio File(.wma), and Windows Media Video File (.wmv). If any of these are not checked off put a check mark in the box next to the entry and click "Apply" and "OK".
Screen resolution settings.
This site was designed so that even at a minimum screen resolution of 800x600, those with monitors less than 17" surface screen would have no problems with viewing or reading our text. Please try changing your screen resolution to at least 800x600.
- Right-click on your desktop
- Select "Properties"
- Select "Settings"
- Select Screen area of at least 800x600
- Click on "OK"
How do I install browser plug-ins?
Unfortunately there is no standard for streaming video over the Internet. Sometimes your browser will tell you that you do not have the correct plug-in to view the video. Here is a list of video plug-ins and the links to where you can download them. Once you download the plug-in, run the installer, and follow the directions. You may be asked to restart your browser or computer after completion.
How do I disable my firewall?
In Windows XP
1. Log on as a user that is a member of the Administrators group
2. Open the "Network Connections" folder, right click the desired connection, and then click "Properties"
3. Click the "Advanced" tab, and remove the check from "Protect my computer and network by limiting or preventing access to this computer from the Internet"
4. Click "Yes" to the dialog windows that asks you to confirm your decision to disable the firewall
For Norton Internet Security
1. Log on using an account with Adult or Supervisor rights. Open Norton Internet Security
2. On the left side of the window, click "Internet Status" and then click "Current Status"
3. In the Current Status window, click "Disable"
For Norton Personal Firewall
1. Open Norton Personal Fireall
2. On the left side of the window, click "Internet Status" and then click "Current Status"
3. In the Current Status window, click "Disable"
You can also disable Norton Personal Firewall by right-clicking on the Norton Personal Firewall icon in the notification area of the taskbar and selecting disable.
For McAfee Internet Security
1. Right-click the McAfee icon
2. Point to "Personal Firewall" and then click "Options"
3. Click the "Security" tab
4. Set the Security Level by moving the slider to the desired level
5. Set "Access" to "Low"
6. Click "OK" to save changes
For McAfee Firewall
1. Click Stop "McAfee Firewall" to disable the software
2. From the "Welcome to McAfee Firewall" screen, go to the "Network Control Settings" and select "Allow All Traffic"
For Westell 2100
1. Open a web browser and go to the WireSpeed Dual Connect page at "http://192.168.1.1/"
2. On the "Configuration" menu, select "Firewall Configuration"
3. Select "Low" (or "None")
4. Click "OK" when prompted to make the change
5. Close the browser window
Password Problems
I have lost my Password, where can i retrieve it?
If you have lost your password and you signed up using a credit card please use the following link to retrieve it now:
Why haven't I received my username and password yet?
Your username and password will be sent to the email address you used when you signed up. If you are using a free web mail and you did not receive an email you may need to check your junk or trash folder to locate the email. If you need help with this please contact your isp, or click on the following links below.
- Please keep in mind that your login name and password are CaSe SeNsITIvE and must be entered with the exact capital and lowercase letters received in your sign up email.
- Having any kind of security software, such as Norton Internet Security, could be a reason why your password is not working. Try disabling the security software to access our sites.
- Also, please make sure that your internet security settings are on low. To do so simply click on "Tools" on the Internet Explorer taskbar, click on Internet Options, and go to the "Security" tab, where you can lower Internet Security to a minimum.
Login Tips
If you have lost your login information, please view the Contact Us section for assistance.
- Please keep in mind that your login name and password are CaSe SeNsITIvE and must be entered with the exact capital and lowercase letters received in your sign up email.
- Having any kind of security software, such as Norton Internet Security, could be a reason why your password is not working. Try disabling the security software to access our sites.
- Also, please make sure that your internet security settings are on low. To do so simply click on "Tools" on the Internet Explorer taskbar, click on Internet Options, and go to the "Security" tab, where you can lower Internet Security to a minimum.
General Billing Info
How does billing work on a free trial membership?
Many of our sites allow you to get a free trial membership that is good for a specified number of days. Trial memberships upgrade automatically to the standard monthly membership plan unless you cancel within the trial period (the specified number of days from which you purchased the trial). Please refer to the Terms and conditions of the website that you joined for further information.
How often will I be charged for membership?
Your account will be charged every thirty (30) days from the day you orginally subscribed. For example, if your account was activated on October 15th, your credit card will be automatically charged again on November 14th. If you cancel your account before that time, we will not renew your account. Instead your account will expire on that date. For example, if you were activated on October 15th and we receive your cancellation on October 30th, your account would expire on November 14th. If you joined on a trial basis the 30-day billing cycle begins at the end of the trial unless you cancel within the trial period.
Why are there other charges on my credit card?
When you signup to website(s) we have exclusive offers for our new members. Before you submit your credit card information you may see cross sale promotion(s) which give you access to other websites and promotions. If you have these offers checked off you will automatically be given the offer presented to you. You will receive an email confirming each successful offer.
What company will I be billed by?
The following are our payment processors that handle all billing:
Contact Us
General Support Questions:
Call our 24 hour, toll free support at 1-866-287-0192 or email us at csupport@supportsq.com
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