Please enter your lightlink e-mail address using your lightlink username if you know it, not your virtual domain address. janedoe@lightlink.com What is your Full Name? Address? What's your phone number where you can be reached? Which POP are you dialing in to? Ithaca Elmira/Watkins What number do you dial up to? Windows users -> My Computer -> Dialup Networking -> double click on your dialup icon, phone number should be listed. 277-0356 What kind of computer do you have? Desktop Laptop What is the make of your computer? Gateway Dell HP IBM Other If other, please list. What operating system are you running? win95 win98 win2000 windows ME windows XP Mac OS 7 Mac OS 8 Mac OS 9 Mac OS 10 Linux Other If other, please list. Do you have other computers? No 1 2 More Do you have the same problem with those computers? No Yes What kind of modem do you have? Windows users -> My Computer -> Dialup Networking -> hit dialup icon with right mouse button once, hit on Properties, modem type is listed in the middle. Courier V.90 Ext Is your modem an internal or external modem? Internal External Is your modem line connected to a splitter or directly to the wall? No Yes Do you have call waiting on your phone line? No Yes What phone company do you use? Verizon Trumansburg Telephone Empire Telephone MCI Citizens Telephone Other If other phone company, please list When did your problem start? Recently Always been a problem If recently, please enter approximate date. If the problem has always existed, has it Stayed the Same Increased Decreased While signing on, do you have to dialup many times before you get a stable connection? No Yes Sometimes Do you get disconnected every time you send and e-mail? No Yes Sometimes Do you get disconnected while web browsing? No Yes Sometimes Please enter general comments or description of problem. What program and version number do you use to read your e-mail? Outlook 5.x What program and version do you use to browse the web? Netscape 4.9 What other equipment do you have connected to the same phone line as the modem? None Answering Machine Fax Machine Answering and Fax Other If other, please list What Virus software are you running? None Nortons McAfee Other If other, please list Have you added any new software recently before the disconnects started happening? No Yes If yes, please list Can you hear noise or static on your computer's phone line when you use it to call out? No Yes How many separate phone lines do you have with different numbers? One Two Three More Have you been online with other providers? No Yes If so, please list which ones. Did you have connection problems with them? No Yes Sometimes Please tell us something about why you switched providers?