Support Guidelines

If you find that your question is not answered on this page, please email us at :

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or call us during normal business hours (from 8am to 8pm, Monday through Saturday) at 434.984.8428.  We also have support hours from 12 noon until 8pm on Sunday.  If you are moving into an apartment serviced by us, there is one activated outlet in each bedroom, there is no need to call ahead for activation of your service.If you call after hours, or do not get a live person, we encourage you to leave a message with your name describing your problem, where you live (the physical address) and telephone number where you  can be reached.  We will return your call promptly during business hours and will return calls within a reasonable time period during non-business hours if possible.

Please understand that it is entirely impractical for us to try to help you with connection issues when you call and are not in your apartment, in front of your computer, while plugged into our network. While our support may be good, we are not mind-readers and cannot even begin to assume how you are connected. If we can't understand how you are physically connected, or decline to give us details when asked, we cannot assist you.

If we do not have your name, address and phone number provided to us as a minimum, your call may not be returned as we mistakenly receive support requests from subscribers of other area ISP's. We do routinely dispatch support requests left after hours each night and on weekends. Almost 100% of the calls we receive can be handled over the telephone as our network is 100% smart and we can configure and troubleshoot it remotely.

f you believe your system is affected by a recent worm or virus, or is the victim of unsolicited adware or spyware, please go to our “Support Tools " page to download helper applications to rid your system.

If you have questions about setting up a PC and need instructions, go to our "Connection Guides" page.

If you have a Windows XP machine and been told you might need to reset your Internet Protocol, you will need to use WinsockFix.

In order to help keep your individual Internet access from being deactivated remotely, we ask  all Microsoft Windows users to  follow these three steps when connecting to our network for the first time.

1. Run Windows Update - In Internet Explorer, click on “Tools", then click on “Windows Update". It’s very important you do this regularly and make sure you install any Updates from Microsoft categorized as “Critical".

2. Update your Anti-Virus Application - In your Anti-Virus application, make sure you update your “definitions" on a consistent and regular basis. Failing to do so may allow your system to become compromised with a new worm, trojan or virus.

3. Scan - It’s important to let your Anti-Virus system scan your PC when you complete these first two steps.  Infected or compromised systems are blocked on our network until they are repaired.

For more about virus, spyware or ad-ware detection and removal, please visit our "Support Tools" page.

If you had been using our network and are no longer able to connect to the Internet, we may have detected a vulnerability or malicious activity if your system has been compromised. Please call our support line at  434.984.8428 and we can ascertain if your system has been blocked for cause.

If you need instructions on how to set up your computer on one of our tenant networks, visit our “Connection Guides" page.

For an online anti-virus scan now, click the Housecall image below (Windows PC’s using Internet Explorer only).