| If your problem is still not resolved after
checking our on-line support page, we encourage you to contact
us. There are three ways to reach us:
Visit us in our Colrain office:
If you have a billing issue, a general question, or you just
want to stop by to say “hi”, we are always happy to see you.
Our office hours are Monday through Friday, 9am to 5pm.
If you have a technical issue, it’s best to contact us by phone
when you are in front of your computer, so that we can
troubleshoot together.
Call us:
Our number in Colrain is 624-3002. The phone is staffed
Monday through Friday from 9am to 5pm. If our tech support is out sick or is on
another call, please leave a message and we will return your
call as soon as possible. If your outside the local calling area, call
us at 1-800-483-3093
Try asking your question in our new support forum.
Our new support forum is actually a better way then
email to obtain help. The forum is watched by more eyes
than just our staff. You could even get a answer to your
question from one of our other members.
Email us at
customerservice@mtdata.net
Our server administrator monitors our email on and off
throughout the day. We can often answer billing questions
as well as simple technical questions via email.
For most technical
questions, we prefer to talk via phone, so that we can ask you
directly for the information we need to help you resolve your
issue. However, if you are unable to call during the time
we are here, you can send us an email. We request that you
put as much detail as possible in the email, so that we can
diagnose your problem and advise you correctly.
Here are some guidelines for what to
include in your email:
1)
Write down all error messages exactly as they appear on
your screen. These are usually the key to solving the
problem. Many windows error messages look very much the
same but have a key difference that may be only one word. That
word can mean the difference between a correct and incorrect
diagnosis of the problem. In the case of email, some error
messages are enclosed in the body of returned messages.
2)
Provide a detailed explanation of what you were doing
when the problem was encountered, any steps you have taken to
try to resolve the problem, and how long you’ve been
experiencing the problem.
3)
Note any changes you recently made to your computer.
This includes software installs and configuration changes,
regardless of whether or not you think they would be relevant.
Some software interferes with or changes your settings in ways
that would not be obvious to you.
4)
Have you tried restarting the computer with a cold boot?
(Cold boot means a complete power off of the computer). If not,
try doing this before writing to us. In many cases, the problem
will be resolved by the reboot because it resets the hardware.
If the problem did not go away, please mention to us that you
did a complete power off.
5) If you are sending us email from an email account other
than your Megatron email address, please provide your Megatron
address. This email address is how we lookup your account.
If your not the owner of the account or are helping someone with
there account, the address we need is the one for the account
you are working on.
6)
Please be aware that it is highly unlikely that the
problem lies at our end. If it does, be assured that our
phones are ringing off the hook because all of our customers
will be affected, and we are on it immediately. All
problems that occur at this end are fixed quickly, usually
within the hour. Any problem you are experiencing that lasts
longer than an hour is unlikely to be on our end.
7) If you have recently purchased a new computer and are
having a problem, be aware that it is not unusual for new
computers to have problems. We will be happy to work with
you to try to diagnose the problem, but be prepared that you
might need to call the manufacturer.
8)
Your computer might give you an error such as “This
program has performed an illegal operation and will be shut
down” message. This means that software on your computer has
crashed. Even if it was internet software that crashed, it is
still a problem with the software, not the internet. We
can’t fix that for you, although sometimes we might be able to
provide guidance on the next steps you should take. You might
get this message for several reasons, including hardware
failure, lack of memory, or a virus. You might require a
computer repair technician. We do repair work, but your more
than welcome to shop around.
9)
If a blue screen with white text suddenly appears on your
computer screen, and the only way out is to shut off your
computer, you will need a computer repair technician. What you
saw is what we in the computer field call a “blue screen of
death”. It is almost always caused by a hardware driver that is
not compatible with your computer. If it happens only while on
the internet it is pretty much certain to be your modem driver.
Your modem is the key piece of hardware used to connect to the
internet.
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