LEARN ABOUT VT ROCKET
Before signing up for our Internet access, we hope that you take a few minutes to browse through the questions and answers below. We want you to feel comfortable in knowing exactly what you will receive with our service before you get started. If you don't find an answer you are looking for, please contact us. Any questions or comments are always welcome.
General Questions:
What is VT Rocket?
Is it available in my area?
How much does it cost?
Why do you charge less?
Will you raise your prices later?
Do you force me to view ads?
Do you sell my personal information?
How long have you been in business?
Included Features / Services:
What is included with my service?
Is this unlimited access?
How do you calculate my usage?
What happens if I go over my limit?
Can I take phone calls while I am online?
Can I connect from more than one computer?
What is Web Acceleration?
Do I get any email addresses?
What are the size limits for email?
What will my email address look like?
Do you filter spam and viruses?
Can I use my current email address?
Can I use an Instant Messenger or Buddy List?
Compatibility and Set-Up:
Which operating systems and devices are compatible?
Which browsers and email programs are compatible?
Is it easy to set up access on my computer?
Signing Up for Service:
How do I sign up?
How soon will my account be ready?
What if I don't need my account until later?
How do I get my setup instructions?
Billing Policies:
What forms of payment do you accept?
How do I change my billing information?
How and when do you bill me for service?
How do I cancel my account?
What is your refund policy?
What is your chargeback (dispute) policy?
Technical Support:
Do you charge for technical support?
Do you provide toll-free telephone support?
Where are your support representatives located?
What are your support hours?
I still have questions.
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What is VT Rocket?
VT Rocket is a high-quality, low-cost, dial-up Internet service. We give you fast, dependable connections (using the latest V.92 technology in most locations), first-class email service, and optional Web Acceleration for a fraction of what the big-name services charge.
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Is it available in my area?
Our dial-up Internet service is available in thousands of cities across the United States and in selected cities across Canada. Because we utilize some of North America's largest "backbone providers", we are able to offer Internet access nation-wide. To check for availability in your area, choose your state at the top right corner of this page.
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How much does it cost?
Our prices are among the very lowest in the entire nation, and we offer several different access plans. All current pricing information can be found on our Home Page.
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Why do you charge less?
We don't spend millions of dollars on advertising, and we don't offer unnecessary additional services that you can find throughout the Internet for free. What we do provide is a fast, reliable connection, allowing you to experience all that the Internet has to offer.
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Will you raise your prices later?
Obviously, we cannot promise that we will never raise our prices. Like all Internet providers, our pricing is dependent upon prices within the telecommunications industry. However, we can tell you that in almost 7 years of providing Internet service, we have lowered our prices several times and we have never raised our prices.
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Do you force me to view ads?
Absolutely not. Because we cost less, it is often assumed that we put one of those obtrusive advertising banners on your screen that you must view while you surf the Internet. We have NO forced banners, and we do not put any pop-up ads on your screen.
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Do you sell my personal information?
NEVER! We will never disclose your personal information to anyone, except when necessary to provide your service (for example, our credit card processor obviously will have the information necessary to process your transactions). The only exception to our privacy policy would be in cases where we are required by law to provide certain information.
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How long have you been in business?
Access the Net - the parent company of VT Rocket - is a debt-free, privately-owned Internet access company that has been providing low-cost Internet service since 1997.
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What is included with my service?
You get fast, reliable Internet access (using the latest V.92 technology in most locations) and extremely dependable email service, with huge 50 MB email accounts. You get free, knowledgeable technical support by phone or email. You get to surf the Web without the inconvenience of having banner ads or pop-ups forced upon you by your Internet Provider. You get the security of one of the best refund policies in the business. And you also have the option of adding Web Acceleration, which allows you to surf the Internet up to 6 times faster than with standard dial-up Internet access.
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Is this unlimited access?
You have the option of unlimited access or limited access. We believe you shouldn't have to pay for unlimited access if that's not what you need. So, for those who need unlimited access, you have that option. For those who need less than 120 hours of access each month (an average of 4 hours per day), you have two alternatives. One of our plans offers 120 hours of access each month and another offers 30 hours per month. The 30-hour plan is ideal as a "backup ISP" or for travel.
IMPORTANT: Unlimited access in the Internet access industry is generally defined as "as many online hours as can reasonably be used by one person personally attending his/her computer". Unlimited access is not the same as a dedicated, full-time connection (which generally costs between $42 and $100 per month through most Internet providers). Using software or other means to artificially maintain an active connection is strictly prohibited, and we reserve the right to employ any necessary measures to counteract such activity. VT Rocket may decide at its sole discretion whether your usage is excessive under these terms. If you feel that you need a dedicated connection, you may want to consider a full-time broadband (DSL or cable) service. You can find the best broadband deals in your area here.
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How do you calculate my usage?
We calculate your actual time online, to the second. We do NOT round to the nearest minute or hour. In other words, we do not inflate your usage. What you signed up for is what you get. Your monthly hours are calculated beginning on the first day of the calendar month and ending on the last day of the calendar month. As soon as a new month starts, your usage drops back to zero.
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What happens if I go over my limit?
This section applies only to limited-use accounts...
We do NOT charge per-minute or per-hour fees if you exceed your usage limit, because this can become very expensive for you. Instead, if you have exceeded your allowed hours for the month, your account is temporarily disabled. On the first day of the new calendar month, your account is automatically re-enabled. If you exceed your limit and you need to get back online right away, you can sign up for a second account for the standard monthly rate. This is typically much less expensive than being charged per-hour "overage" fees. However, please remember that you will be charged for both accounts until such time as you cancel one of them.
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Can I take phone calls while I am online?
Normally, when you are online, you cannot receive phone calls, unless you have a separate phone number for the line that your computer is using. However, if you have a V.92 modem, plus "Modem-on-Hold" software, plus Call Waiting service through your phone company, and you are dialing into a location that allows V.92 access and Modem on Hold, you can take a short phone call without being disconnected from the Internet. Many of our access locations do allow V.92 access, and most of those allow Modem on Hold. You can determine whether V.92 access is available in your area when you search for an access number at the top of this page.
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Can I connect from more than one computer?
You can use our service from as many computers as you like. However, you are only allowed to connect from one computer at a time. Using your account from more than one computer at once is strictly prohibited. If you anticipate using more than one computer at a time to connect to our service, you will need to purchase a separate account for each computer.
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What is Web Acceleration?
Web Acceleration allows you to get around on the Internet much faster than you can with any standard dial-up Internet service. We use the same Web Accelerator that NetZero HiSpeed uses. It is provided by SlipStream, the global leader in Web Acceleration technology. Plus, we let you try the Accelerator for free before you commit to it! To learn more, click here.
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Do I get any email addresses?
Yes, your account includes two free (optional) email accounts, which can be accessed either from our web site or with your favorite email program. You can check your email from any computer with Internet access. Email addresses are not created automatically. Instead, you can create them yourself at any time, right from our Members Page. If you need more than two email addresses, additional addresses are available for a small fee.
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What are the size limits for email?
You are allowed up to 50 MB of email storage at any one time for each email account. Also, you can send and receive attachments up to 10 MB in size.
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What will my email address look like?
To use an example, if you selected "johndoe" as the beginning of your email address, your email address would be johndoe@vtrocket.com.
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Do you filter spam and viruses?
Our email accounts include premium spam and virus filtering. However, please note that we only filter email messages sent to vtrocket.com email addresses. We cannot filter any email address that you may have through another service. Also, because not all viruses are obtained through email, it is strongly advised that you install antivirus software on your computer, if you have not already done so. (AVG and Avast are two good, free antivirus programs.)
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Can I use my current email address?
We allow you to use any email address that you are authorized to use. For example, many people already have an email address through a free service like Hotmail or Yahoo. If this applies to you, you may continue using this address if you like. However, if your email address is provided by your current Internet access provider, it is up to that service whether or not they will allow you to keep your current email address.
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Can I use an Instant Messenger or Buddy List?
The best Instant Messenger services in the world - AOL Instant Messenger, MSN Messenger, Yahoo Messenger, and ICQ - are all free for anyone to use, no matter who provides your Internet service. Buddy Lists (and similar features) are built into the various Instant Messenger services, so they are also free for anyone to use.
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Which operating systems/devices are compatible?
Our connection works with any 32-bit operating system - such as Windows 95, Windows 98, Windows NT, Windows ME, Windows 2000, Windows XP, Windows Vista, Mac OS, Linux, and more. In addition, we have customers using Windows CE devices, Palm OS devices, Sega Dreamcast, WebTV, and MSN Companion. We use a standard Internet dial-up connection, so almost any Internet-capable device can connect to our service. Please see the section, "Is it easy to set up access on my computer?" (below) for more information about setting up our Internet service on your computer or device.
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Which browsers/email programs are compatible?
You can use any popular browser and email program. Because Microsoft Internet Explorer (browser) and Microsoft Outlook Express (email program) are both included with all recent Windows versions and most Mac OS versions, the majority of our customers use these two programs. For your browser, we recommend Internet Explorer or Netscape Navigator (version 4 or higher for either program). For your email program, we recommend Outlook Express, Netscape Messenger, or Eudora. Or, you can send and receive email from our web site, instead of using an email program. Feel free to use a browser or email program other than those mentioned. However,we limit our technical assistance to these products.
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Is it easy to set up access on my computer?
For Windows (95, 98, ME, NT, 2000, XP, and Vista) users, it couldn't be easier. You will download a very small file and run a quick setup program. Your Internet connection will be configured automatically. If you would prefer to set up your connection manually, through Windows Dial-Up Networking, you are free to do so. No software is required.
If you use any version of Windows listed above and you cannot get on the Internet to download the setup program (or if you use Mac OS 9 or higher), our Technical Support Department can help you set up your connection over the telephone. You do NOT need to be online or have a second phone line in order for us to assist you.
For all other operating systems, the connection must be configured manually. We will provide the settings that you need, but you will be responsible for setting up the dial-up connection. Usually, this means simply "filling in the blanks" in your operating system's Internet settings.
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How do I sign up?
You can sign up right online at our Signup Page, or you can call us at 1-888-239-8326 ext. 101 during business hours, and we can take your order over the phone.
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How soon will my account be ready?
If you sign up online and your order is processed successfully, your Internet account will be created instantly. You will be able to connect in a matter of minutes! If you sign up over the phone, we will create your Internet account within 3 hours of taking your order. If you mail in your payment, your Internet account will be created the day that we receive your money order.
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What if I don't need my account until later?
Please return to our site and sign up when it is most convenient for you to begin your service.
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How do I get my setup instructions?
Your setup instructions will be sent to you by email after we create your account. If you do not receive your instructions, it is your responsibility to contact us to arrange to have them sent again. In most cases, when instructions are not received, it is because you have provided an invalid email address or your email account has "filters", which prevent you from receiving email messages from unknown sources.
If you do not have access to an email account, we will call you and provide the settings that you need. If you are familiar with setting up a dial-up connection manually, you will then be able to do so. If you need us to help you set up the connection over the phone (Windows 95, 98, ME, NT, 2000, XP, Vista or Mac OS 9 or higher users only), we will gladly assist you with the process. You do NOT need a separate phone line or anything other than the ability to point, click, and type, and to follow basic instructions.
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What forms of payment do you accept?
We accept VISA, MasterCard, Discover, and American Express credit cards, and we also accept debit cards (check cards). These are processed through one of the Internet's biggest and most secure payment processing services. If you prefer not to make your payment online, we can take your payment information over the telephone. We will also take money orders through the mail, but we do not send bills or invoices. You would be responsible for mailing your payment to us so that it arrives before your due date.
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How do I change my billing information?
If you would like to change the credit card you are using for billing, update the expiration date on your credit card, change your billing address, or make any other related changes to your billing information, you can do so securely online from our web site. On the left-hand side of our Members Page, you will see a link that says, "Update Your Info". Clicking on that link will take you to a secure page for updating your billing information.
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How and when do you bill me for service?
Our service, like almost every Internet service, utilizes automatic recurring billing. If you choose monthly billing, your credit card or debit card will be charged automatically each month on the anniversary of your original sign-up date. For example, if you signed up on the 18th of the month, you would be charged automatically on the 18th of each month. We will use the most recently submitted credit/debit card that we have on file to process these payments.
If you choose to pre-pay for multiple months of service, your account will revert to automatic monthly billing (see above) at the end of the pre-payment period, unless you notify us that you would like to pre-pay again. If you neglect to inform us that you wanted to pre-pay and we bill the monthly amount, we would be happy to adjust your billing to the discounted pre-pay amount if you notify us within 10 days of the automatic monthly billing. Otherwise, your account will remain on monthly billing unless you decide to pre-pay again at any point in the future.
IMPORTANT:
Automatic billing does continue unless you cancel your account. We would never dare to guess whether or not a customer intends to discontinue service. We rely exclusively on you to notify us if you wish to cancel (see "How do I cancel my account?", below).
Since we utilize automatic billing, we do not send bills or invoices.
Should your account be delinquent for any reason, we reserve the right to use any legal means necessary to collect past due payments.
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How do I cancel my account?
The easiest and most effective way to cancel your account is to complete our online Cancellation Form. This will allow you to cancel your account immediately, or even to schedule your account for cancellation at a future time. Upon completing the form, you will be provided with a cancellation confirmation number, which will serve as verification that you have cancelled your account. To access the Cancellation Form, visit our Members Page and click on the "Cancel Your Account" link on the left side of the page.
If you are unable to complete the Cancellation Form for any reason, please contact the Billing Department by telephone and they can process your cancellation for you. You can find the Billing Department telephone number on our Contact page.
IMPORTANT:
The only valid methods for cancelling your account are completing the online Cancellation Form and/or speaking with a Billing Representative by telephone. Attempting to cancel your account in any other manner could result in a significant delay in processing your cancellation and refund (if applicable). All of our contact information can be found at http://www.vtrocket.com/contact.shtml.
When cancelling your account, you must provide your full name (which should match the name used when you signed up for service) and your username or email address with our service, so that we can identify and cancel the correct account.
In order to avoid being charged for the next month of service, we require that you cancel your account at least 5 days prior to your next billing date - no exceptions.
Upon cancellation, you will be provided with a cancellation number. This is for your protection, as well as ours. It helps to avoid any confusion in the case of a potential dispute. Please keep this number in a safe place. Cancellations will not be considered valid without a cancellation number.
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What is your refund policy?
Upon valid cancellation (see above), the following Refund Policy shall apply:
Monthly Subscription Fees: Month-to-month Internet access fees are non-refundable.
Pre-Payment Refunds: Customers who paid in advance for multiple months of service are entitled to a prorated refund for any remaining full months of service beyond the date of cancellation. Applicable refunds will be calculated as follows: We will retain our standard monthly rate, as published on our Home Page, for each month of your service, beginning with your previous billing date and including the month or partial month in which you cancel. You will be refunded the remainder of the Internet access fees that you have paid.
Refund Notes:
We do not provide partial-month refunds.
We do not provide refunds for months in which you did not use your service. It is irrelevant to us whether an account was used or not used, as we incur expenses related to the account either way. Refunds are based entirely on the date that the account is properly cancelled (see the above section on cancelling your account).
Refunds are processed within 30 days of account cancellation.
After processing a credit card or debit card refund, it could take an additional 5 business days or longer for the refund to be reflected on your statement, depending on your credit card company or bank.
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What is your chargeback (dispute) policy?
When a customer contacts his credit card company or bank to dispute a charge and/or to have the charge reversed, this is called a chargeback claim or credit card dispute. This can be a very valuable tool. However, chargebacks are often misused. Chargebacks are NOT meant to be used as a substitute for simply contacting the company that billed you to resolve any questions or issues you might have.
Unwarranted chargebacks result in substantial expenses, which has a negative impact on our customers. Therefore, we have implemented the following Chargeback Policy:
For each frivolous chargeback initiated by a customer, the customer will be charged a $25 fee so that we may recover our expenses. A frivolous chargeback is one in which the customer's credit card company or bank decides in our favor.
Keep in mind that if you are courteous enough to contact us whenever you have a billing question, a chargeback should never be necessary.
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Do you charge for technical support?
No, we do not charge for technical support. We will gladly provide support for issues related to our Internet service, at no charge. Unfortunately, we cannot fix problems that you might be having with your computer hardware or software. Such issues should be addressed by the company who sold you the hardware or software, or by a professional repair service.
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Do you provide toll-free telephone support?
Yes, we provide both toll-free telephone support and support by email.
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Where are your support representatives located?
All departments and all personnel are located in the U.S.A. or Canada. We do NOT outsource our technical support overseas as many companies in our industry do.
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What are your support hours?
We provide technical support during business hours - Monday through Friday from 9:00 a.m. to 6:00 p.m. Eastern Time.
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To get started, please check for access availability in your area by choosing your state at the top, right corner of this page. If you have already verified that we provide access in your area, please click here to sign up for your new account.
