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BlueFrog Support Options
PLEASE READ FIRST
At BlueFrog,
we promise
to provide you with
the best dialup Internet and email at an affordable price
. We also wish to keep our support jobs from going overseas. To meet our promise and our goal, we need your help.
We’ve spent a lot of time developing online tools to better help you use BlueFrog and the Internet. In most cases, these support tools are
much faster
and
more comprehensive
than what we can provide by telephone. We would appreciate it if you would please use the online tools whenever possible.
If you are running Windows, we would also appreciate it if you would install and use 1. The
BlueFrog dialer software
, and 2. the
anti-virus
and
anti-spyware
software that is available for free on our CD and website. The dialer software allows you to be alerted to any
access number changes
and helps us provide
consistent service
to our Members.
Third, we would appreciate it if you would regularly clean/maintain your computer as described in the
BlueFrog Support Wiki
. It is estimated that more than
80%
of all computer related problems are related to viruses, spyware or lack of regular maintenance. And since we don’t provide free telephone support on how to care for or fix your computer, if you need help with these it will cost you.
If there is any information you
can’t find
, or
if you find an error
in any of our documentation, please
contact us
right away. Thank you.
FREE SUPPORT
is available to all BlueFrog Members via:
MY ACCOUNT
website (self-help 24x7)
SUPPORT WIKI (website)
HELP REQUEST FORM
(sends your request via email)
BY TELEPHONE (Limited by Account and Type. See Details.)
MY ACCOUNT
Free Self-Help Via BlueFrog “My Account” area (24x7)
My Account is a fast, easy way to view and update your BlueFrog account online.
Make a Payment
Update Payment Information on File
Update Address
Check Due Date
Check Your Account Balance
Review and Edit Account Details
View Billing History
Change Passwords
Check Referral Credits
Add/Remove Email Accounts
Go to
My Account.
SUPPORT WIKI
Free Self-Help Via the BlueFrog Support Wiki (24x7)
Quickly find the answers to your questions and search many helpful instructions on
BlueFrog’s support wiki
. Similar to Wikipedia, the BlueFrog support wiki is comprehensive and searchable. We hate waiting on hold as much as you do. If you can get online, please check the BlueFrog Support Wiki before emailing or calling us.
Go to the
BlueFrog Support Wiki.
If there is any information you
can’t find
, or
if you find an error
in any of our documentation, please
contact us
right away. Thank you.
HELP REQUEST FORM
Free Technical Support Via Email (24x7)
If you cannot find what you are looking for you in the Support Wiki or using our Pre-Recorded Telephone Help System, please use our
Help Request Form
. This will immediately send an email to our support team and open a ticket for your case immediately.
Many requests are answered within a few hours. Most requests are answered within one business day of receipt.
NOTE: Free email support will only be provided for those problems directly related to configuring and establishing a dialup connection to BlueFrog, or are directly related to using BlueFrog email service or the BlueFrog SuperCharged! accelerator software. However, we MAY refer
you to support instructions provided on our
Support Wiki
or through third party providers.
Please use the
BlueFrog Support Wiki
BEFORE you email or call us.
BY TELEPHONE
Free Support via Telephone. (24x7)
Sales, Billing, Password Assistance, and General Customer Service are always available free via telephone.
We know how much you hate waiting on hold. Through BlueFrog’s pre-recorded phone system you can access useful information for free, at any time, without waiting on hold. The self-help phone system information includes:
1- Learn more about BlueFrog
2- Current Promotions and How to Signup for Service
3- Our Billing and Mailing Address
4- How to Install BlueFrog
5- Common Reasons for Not Being Able to Connect
6- How to Improve your Connection Speed
7- Common Email Problems
8- BlueFrog’s available support options
9- How to Prepare for a call with Technical Support
#- Instructions on how to use the MY ACCOUNT website
0- Answers to Common Questions
Technical Support
Can’t connect?
Most dialup connection problems are often resolved very easily.
Basic connectivity technical support is available for free
by telephone to all members whose plan INCLUDES support.
BlueFrog is a value priced dialup Internet service provider. As such, in order to keep our prices as low as possible, we
CAN NOT
and
DO NOT
offer free telephone support for issues that are not directly related to establishing a
BlueFrog Internet dialup connection
, or with using
BlueFrog’s email or accelerator software
. Free support will only be provided for those problems directly related to connecting to and using BlueFrog’s services. If you need help with any other issue, please use BlueFrog’s paid support telephone options, or contact the hardware or software manufacturer for support.
Paid Technical Support via Telephone.
Paid software and hardware telephone support is available on a per incident basis for common issues that fall within an expected range of complexity. For more information regarding paid support options and pricing, please speak with a BlueFrog representative or consult the Pricing Menu below.
Free Support Provided by BlueFrog (to its Members)
Request a Local Access Number
Assist with Downloading or Installing BlueFrog Dialer from CD
Assist with Signup of Dialup Account
Assist with Signup of Premium Email Accounts
Assist Premium Email Account holders with basic setup of POP3/IMAP Email Client
Assist Members with use of the MY ACCOUNT area
Assist Members with finding instructions in BlueFrog Support Wiki
Manually Configure Mac OS X for Dialup
Manually Configure XP or Vista for Dialup if CD not present
Setting BlueFrog (http://my.bluefrog.com) as the member’s home page
Clearing the Cache from a Browser
Clearing Cookies from a Browser
Retrieving “lost” passwords from a Browser
Saving Bookmarks to a backup location
Troubleshoot Password/Access Problems with BlueFrog Portal, email or dialup
Assist Members with BlueFrog Portal Preferences
Assist Members with Installing and using the BlueFrog Dialer
Assist Members with installing and using the BlueFrog SuperCharged! Web Accelerator Software
Assist Members with logging into Webmail and providing basic feature support
Assist Members with problems sending or receiving emails from or to their BlueFrog email account (test send/receive, review mailbox size)
Upgrade/Downgrade Member email accounts to/from Premium Email
Enable/Disable/Configure SpamShield Pro email spam blocking software (settings found only in BlueFrog Webmail)
Support Provided by BlueFrog for a Nominal Fee (to its Members)
Diagnosis and Support related to computer hardware, operating system, third party websites or networking problems
Reinstall/Install Dial up Networking (DUN)
Reinstall/Install USB Modem
Reinstall/Install Modem Drivers
Assist with Third Party Software such as Content Filtering, Parental Controls, Anti-Spyware, Anti-Virus, etc.
Configure Webmail to Check Multiple Email Accounts
Uploading Web Pages
Assist Premium Email Accounts with basic setup of POP3/IMAP Email Client
Troubleshoot/Diagnose Connect Speeds/Drops
Provide Instructions to Fix Connection Problems
Manually Modify Connection Settings
Third party Anti-Spam/Anti-Virus/Antispyware Support
Non-BlueFrog Sources of Technical Support
Free or low cost third party technical support and repair options may be available from your local Microsoft Authorized Refurbisher; your local library; church, temple or synagogue; community technology support center; schools; or from consultants and trainers listed in your local Pennysaver, newspaper or yellow pages.
Commercial support options are available from many sources including dedicated, paid support companies, consultants and trainers; as well as from BlueFrog, Circuit City’s “FireDog” service; or BestBuy’s “GeekSquad” service companies. Your friends, family or local librarian should be able to assist with recommendations.
BlueFrog makes no statement regarding the quality or abilities of third party service providers and disclaims all liability for your choice of third party support or service provider.
GENERAL SUPPORT TERMS
BlueFrog has the ability to determine whether or not the connection software, accelerator software, email systems or modems are working properly. If you have any questions as to whether or not your service is active and operational, please contact support.
Although we may provide basic troubleshooting support to help determine the cause of a connection problem we CAN NOT and DO NOT assist with issues related to your computer hardware; including printer, modem or other hardware; nor with your operating system or other third party software such as anti-virus.
Although we may provide suggestions related to what to do about your particular hardware or software issue, you must receive technical
support for these non-BlueFrog issues through your computer hardware or software companies’ support systems.
Whenever possible, you will be instructed to use BlueFrog’s connection software. This software will create and configure the dial up networking connection on your Windows machine to allow a dial up connection to BlueFrog. Macintosh users will be asked to set up their connection manually, using instructions in the
BlueFrog Support Wiki
.
You will be instructed to choose a phone number that is local for you.
BlueFrog accepts no responsibility for any charges related to the choice of access number.
It is your responsibility to make sure that all numbers used are a local call from your calling area and not a toll-call. Any charges incurred are the Member’s responsibility.
Free telephone support is NOT provided to free email users or light plan dialup users. If you are unsure whether your plan includes basic support, please speak with a Billing representative BEFORE contacting the technical support department.
Supported Operating Systems and Software
Please note that we only provide free email and telephone support for Members using the following operating systems, software and websites. If you use anything else, you MAY be able to use our services, but only basic, generic, non-operating system support MAY be provided. As a courtesy, support for other operating systems, programs and websites may be available ONLY on the
BlueFrog Support Wiki
.
Operating Systems
Software Packages
-
Microsoft Internet Explorer (v6.0 or later) w/ Outlook Express
-
Apple Safari (v3.0 or later)
-
Mozilla FireFox (v2.0.0.17 or later)
-
BlueFrog’s SuperCharged! Web Accelerator
-
BlueFrog Dialer and Setup Software (most recent version only)
Websites
-
BlueFrog Start Page (http://start.bluefrog.com)
-
BlueFrog Webmail (
http://webmail.bluefrog.com
)
-
BlueFrog MyAccount area (https://myaccount.bluefrog.com)
Assistance with other operating systems, programs and websites may be obtained from BlueFrog’s paid support (if available) and other support resources including software or hardware manufacturers, friends and family, your computer store, third party technical support companies, online mailing lists or newsgroups.
Before calling or writing technical support please be sure to:
-
Reboot your computer and try again to see if it eliminates the problem BEFORE calling BlueFrog support.
-
If you can connect, please first search for the answer on the
BlueFrog Support Wiki.
-
If you can’t connect, confirm that you are using the right username for BlueFrog and that you are typing your “dialup” username with NO CAPS in the format: username@bluefrog.com
-
Check to see whether you may have accidentally turned on the CAPS LOCK key or disabled the NUM LOCK key. Usually the keys light up on the keyboard or a image appears on bottom of the screen when either is active.
-
Usernames are all lowercase and can include letters, numbers, underscores _, dashes -, and periods .
-
Passwords are case sensitive and can include both lowercase, uppercase and many other characters. If you are unsure what your password is and can’t get online, please call support to reset it.
-
Highlighting and copying your username or password from other programs or screens may inadvertently add “spaces” or “tabs” before or after. It’s always better to directly type it into the box.
-
Check your phone line to make sure that there is dial tone and that the phone line is working properly.
-
Check to make certain that your modem is turned on and either seated properly (modem inside computer) or plugged in properly (modem outside the computer) to both the computer and the phone/phone jack. If lights are usually lit, are they lit now?
-
Write down the specific error message(s) received and either send it with your question via email or be ready to read the error message to the technician who answers your call. Be sure to mention it to him/her as soon as you begin speaking with him/her on the phone.
-
Make sure your computer is turned on and that you are ready to work with the technician who answers your call.
-
If you are having difficulty connecting, or your question or problem is related to 1. the quality or speed of the modem connection, 2. the ability to send/receive email or 3. the speed of web browsing or the inability to visit a specific website, please call technical support from a cellular phone. That way your phone line is free so you may attempt to replicate the error while on the phone with the technician if they ask you to.
If you would prefer to to avoid waiting on hold, you may leave a voicemail message to request that a support representative call you back as soon as they become available.
Minimum System Requirements:
Windows
To receive technical support for Windows®, Member must have a computer system with a minimum configuration of a Pentium class or higher 300 Megahertz (Mhz) processor, 256 Megabytes (MB) of RAM, and at least 500 Megabytes of free hard disk space after installing BlueFrog.
Macintosh
To receive technical support for Macintosh, Member must have a computer system with at least a 300 mhz Power PC G3 processor, running MacOS 9 or higher, at least 64MB RAM, and at least 500 MB of free hard disk space.
Other OSs
You may use any other computer or operating system (such as UNIX, mobile phones, WebTV, Sega Dreamcast, PalmOS, or any other net appliances) you want to gain access to the Internet as a Member of BlueFrog. However, no technical support will be provided for these systems. Basic settings information is available on the
BlueFrog Support Wiki.
NO free email or telephone technical support will be provided for Members who are using a computer or operating system that does not meet our Minimum System Requirements.
Disclaimers
Member Computer Hardware and Software
BlueFrog is not responsible or liable for the purchase, installation, configuration or maintenance of the Member's computer hardware, accessories, operating system (i.e. Windows XP, MacOS X) or any other software (including paid or free software that may be provided by or through BlueFrog). This includes, but is not limited to, system settings, drivers, modems, sound cards, motherboards, antivirus, accelerator, anti-spyware or any other hardware or software used by Member.
Minimum Computing Familiarity
Technical support will not be provided for those Members who do not have a basic working knowledge of their computer hardware, software, and operating system. It’s nothing personal. We just don’t have the time to teach you all about the computer while on the phone. If you could authorize someone else to speak with a BlueFrog support person on your behalf, we would appreciate it.
And just so you know, there are probably MANY different free or low cost computing classes available in your area at your local library, night school or the town recreation department. There are also hundreds of non profit organizations whose mission it is to help you become more computer literate.
Telephone Service Compliance
If, after review, the cause of the connection difficulty is believed to be your phone line, you will be referred to your local telephone company for service or repair. If you have difficulty working with your local phone company, you may wish to contact your state’s Public Service Commission to file a complaint and request to receive assistance in resolving the issue with your phone company.
Computer System failure or Non-compatability
If, after review, the cause of the difficulty is believed to be the Member's computer system, the Member will be referred to their computer hardware or software manufacturer, reseller, or consultant for technical support, service or repair. The Member should refer to his/her computer related user manuals and invoices, the yellow pages, or the Internet for manufacturer, vendor and reseller contact information. BlueFrog does not offer computer repair or consulting services.
Risk
Member agrees to use BlueFrog and BlueFrog’s customer service and technical support at his/her own risk.
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