Support and FAQ

High-Speed Internet

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General

Q: What Internet technical support does HTC offer?

HTC provides our HTC High-Speed Internet customers with professional technical support FREE, anytime day or night. To reach our technical support staff, dial 843-369-8745 (for residential Internet customers). For business Internet customers, call 843-369-8989.

Our staff provides support for Microsoft Internet Explorer (browser) and Microsoft Outlook Express (email service). Basic support will be given for other online technical needs. Please be sure to have your user name and email address available when calling for technical support.

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Q: What Internet access services does HTC offer?

HTC offers dial-up and high-speed Internet access.

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Q: How fast is HTC High-Speed Internet?
  Download Speeds up to: Upload Speeds up to:
LITE 1 Mbps 1 Mbps
STANDARD 10 Mbps 1 Mbps
PREMIUM 20 Mbps 2 Mbps
ULTRA 30 Mbps 5 Mbps
ELITE Select areas only. 50 Mbps 5 Mbps
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Q: Will I need Cable TV service or telephone service in order to get HTC High-Speed Internet?

While you are not required to subscribe to HTC Cable or telephone service, the HTC network must be provided to your location in order to receive that type of high-speed access. You save money when you bundle your HTC High-Speed Internet with at least one other HTC service.

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Q: How will multiple users impact the speed of HTC High-Speed Internet?

HTC constantly monitors the use of our high-speed access networks to ensure that quality service and the highest speed available are delivered to our customers. In your home, if you have multiple users, you may need one of our faster speeds to support heavier usage.

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Q: What if I have my own high-speed modem?

HTC Internet service includes a high-speed modem that has been tested to provide maximum performance and includes wireless home PC networking. Only modems supplied by HTC can be used for HTC Internet services.

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HTC Email

Q: Will my email address change?

NO! HTC has retained the sccoast.net domain name and all email addresses will remain the same.

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Q: Will I need to make any changes to continue to receive my emails?

If you use Microsoft Outlook/Outlook Express, Windows Mail, Apple Mail, Microsoft Entourage, or another mail software or "client", you will be required to change your email settings in order to continue to receive your email via your sccoast.net account. Click here for a quick video on changing your email client setting to the new HTC Email Powered by Google settings.

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Q: Why did HTC change email systems?

Many of our customers asked for advanced email features. After much research and deliberation we selected the most popular email service available. In addition, maintaining a proprietary email system has become prohibitively expensive in terms of equipment and especially man-power. Partnering with Google Mail helps us provide you quality service at affordable rates.

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Q: Why did you partner with Google when I could easily get a Gmail account for free?

We considered a number of other email system providers before we agreed to partner with Google Mail. Our decision was made based on Google's stable system, innovative features, and exceptional network and maintenance. Our partnership with Google Mail gives you all the benefits of a Gmail account without having to change your @sccoast.net email address.

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Q: I'm getting an error that says my email password is incorrect, how can I correct this situation?

You can reset your password using HTC Member Services. Or, you can use this tool to unlock your mail account.

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Q: A few of my emails with some domain addresses (ex: @sccoast.net) are not being delivered with the new HTC Email. What do I need to do to receive all emails from another domain?

You can Create a filter and use a "wildcard" (the asterisk sign * )  to allow emails from entire domains. Follow these steps:

1. Once in your email account, click on Create a filter.

 

 

 

 

2. Type an * (above the 8 key), followed by the @ symbol and the domain for which you want to receive emails. Click Next Step.

 

 

 

 

 

 

 


3. Select Never Send it to Spam then click Create Filter.

 

 

 

 

 

 

 

 

 

 


4. The final screen will look like this:

 

 

 

 

 

 

 

 

 


 

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Q: What is the main difference between POP3 or IMAP?

IMAP allows you to manage your email from any computer or mobile device. This is different than POP3 mail because once you have checked your mail it typically is downloaded to the computer or mobile device from which you gained access (unless you opt to leave on the server). If you want to easily manage your emails from multiple computers and/or mobile devices then select IMAP.

IMAP benefits:

  •     You can check email from any computer or mobile device
  •     Previously read and sent mail will be available to view from any device
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Q: What will the new HTC email POP/SMTP addresses be?

If you wish to continue to use POP/SMTP, your POP port will be 995 and the secured SMTP will be 465. Your POP and SMTP servers will also change to pop.gmail.com and smtp.gmail.com. If you wish to use IMAP the server settings will be imap.gmail.com with port 993.

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Q: Why can't I access my Barracuda page any more?

HTC Email powered by Google™ includes the benefit of one of the strongest anti-spam filtering systems. This system learns the types of emails you consider spam and automatically places them in a spam or junk folder. You will no longer have to go to a "quarantine" file to view mail that is considered "spam" as it will be in your spam or junk folder. If you receive emails you consider spam simply move (highlight and drag) them into the spam or junk folder and the new system will use that action to learn what you consider spam. Learn more about Google spam protection.

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Q: Can I still use Outlook Express or another "client" with IMAP?

Yes, existing email "clients" work well with IMAP.

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Q: Why would I want to switch from Outlook or other "client" to the new HTC Email powered by Google™?

You would quickly recognize the many benefits of using this web-based email system such as a Conversation View which lets you automatically see all emails from the same person in one spot, and Flexible Filing where you can file an email in multiple places so you don't have to remember the one and only place you saved it, many special tools will be available to you when you go to the new web-based HTC Email powered by Google™, including Calendar, Documents, and many more options that may enhance your email experience! Learn more.

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Q: What do you mean "conversation" view?

HTC Email powered by Google™ presents messages in groups as a string of emails. While it does take a little bit of getting used to, over two million users "LOVE" the ease of this view! HTC Email powered by Google™ has many tools available to assist you with the learning curve. Learn more about Conversation View.

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Q: How does the flexible filing work?

You can file in multiple folders (called labels) and the new HTC Email powered by Google™ has a Search feature that will help you quickly locate any email you need. Learn more about Flexible Filing.

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Q: How can I learn more about using the new HTC Email powered by Google™?

The easiest way to do this is to begin using your account. You can start when you go to the HTCConnect.com portal and click on Webmail. Login using your email username and password. This will take you to your HTC email account. Here is a quick video tutorial on using the new HTC Email powered by Google™: Google Mail Overview

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Q: Can I still use the special tools available with the new web-based HTC Email powered by Google™ along with my "client"?

Yes, simply click on the Webmail icon on the HTCConnect.com homepage, enter your email user name and password and use the tools. You may want to consider changing your "client" to IMAP settings so you can more easily access previously retrieved emails while using the tools in the web-based system. Learn more on changing your settings.

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Network Management

Q: Which parts of the network does HTC manage?

HTC manages only the portion of the network that begins on the outside of the customer’s home up to the point where the internet traffic is handed off to the public network. HTC does not control the equipment inside the customer premise such as routers, computers, application software, and inside wire, which can affect the performance of the broadband service. HTC also does not control the operation of specific websites that may slow down data transmission during busy periods or the overall performance of the public internet.

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Q: Why does HTC manage its network?

HTC acknowledges that bandwidth and network resources are not infinite and must be reasonably limited. In order to bring its customer the best possible broadband Internet experience, HTC enforces network management policies that limit network congestion and transmission delays while ensuring that all Internet content is treated equally and is not unlawfully blocked or degraded. HTC’s network management practices are intended to protect the network, and HTC’s customers, from network congestion, threats to the network, security attacks, viruses and spam. HTC manages its network in a way that is transparent and nondiscriminatory.

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Q: How does HTC manage its network?

HTC has policies in place to ensure that customers are able to access the lawful Internet content of their choice and run their preferred Internet applications. HTC promotes the continued development of the Internet. HTC’s network management practices are nondiscriminatory, application-neutral, and minimally intrusive. HTC may use one or more of the following industry standard procedures to manage its network. This list is not exhaustive.

a. Monitor the network to identify congestion, security breaches, malware or damage to the network

b. Reroute Internet traffic to relieve congestion

c. Complete additions or upgrades to increase network capacity

d. Enforcement of Acceptable Use Policy, Terms and Conditions of Service, and Service Agreements against customers abusing the network

e. Use security protocols to ensure authentication of customers

f. Provide resources to customers for identifying and reporting spam, viruses, firewall issues and phishing schemes

g. Filter spam

h. Prevent viruses from harming the network

i. Thwart Denial of Service (DOS) attacks

Network management practices are necessary to guard against harmful threats to the network
such as network congestion, security attacks, excessive spam, and viruses. Reasonable network
management practices ensure that HTC Customers have the best possible broadband Internet
experience.

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Q: Will HTC’s network management impact my online experience?

HTC uses reasonable network management tools and practices that are minimally intrusive to its customers and are consistent with industry standards. In accordance with HTC’s policies, Terms and Conditions for Service, Broadband Internet Acceptable Use Policy (“AUP”), and the Internet Service Agreement, customers have agreed to comply with all current bandwidth, data storage, and other limitations on HTC’s broadband internet services. Thus, HTC’s tools and practices will generally impact only users that have violated the terms of HTC’s policies, AUP, Terms and Conditions for Service, or the Internet Service Agreement.

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Q: What can I expect if I am in violation of HTC’s policies, Terms and Conditions of Service, the Broadband Internet AUP or the Internet Service Agreement?

If a customer is in violation of any of the foregoing, the impact to the customer’s online service may include, but will not be limited to, any one or all of the following:

a. Notification by HTC that the Customer is in violation of the Company’s policies, terms
and conditions or agreements

b. Removal or blockage of material that has resulted in the violation including, but not limited to, illegal content

c. Suspension or delay of the delivery of email

d. Filtering of Internet transmissions

e. Suspension or termination of the broadband internet service account

Customers could also experience longer download or upload times or slower web surfing.

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Q: Will I be suspended from the network if I use certain applications?

HTC’s reasonable network management tools and practices do not discriminate between applications. Thus, HTC will not manage its network congestion or security protocols based on applications being used by its customers on the HTC broadband Internet service. HTC’s network management is based on current network conditions and the aggregate amount of bandwidth being used by customers.

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Q: How will I know if my account is suspended because of a violation of HTC’s policies, Broadband Internet AUP, Terms and Conditions of Service or Service Agreement?

Generally, a Customer will be sent a notification from HTC that the Customer has committed a violation and would have been given a period of time during which to take corrective action. If, however, such violation persists, the Customer will discover that he/she is unable to access the Internet through HTC’s broadband Internet service. The Customer will be unable to surf the web or conduct online activities.

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Q: What should I do if my account is suspended?

If an account is suspended, the Customer should contact HTC and follow HTC’s instructions for reinstating service.

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Q: Does HTC discriminate against particular types of applications or content?

No. HTC does not manage its network based on online protocols, activities or applications that a customer uses. HTC’s network management practices focus on current network conditions and the aggregate amount of bandwidth being used by HTC customers.

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Home PC Network

Q: Why HTC High-Speed Internet wireless home PC networking?

Everyone in your home can enjoy high speed internet access at the same time. HTC professional installers will setup your home PC network. HTC will provide you with proven equipment.

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Q: How do I get HTC High-Speed Internet wireless home PC networking?

Sign up for HTC High-Speed Internet and tell us you want our wireless home PC networking! If you already have HTC High-Speed Internet, contact us and tell us you want to add wireless home PC networking to your account. We'll schedule a time for our professional installer to come and setup your wireless home PC network. Please allow 1 1/2 hours for this installation.

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Q: Who should buy HTC High-Speed Internet wireless home PC networking?
  • Anyone who has multiple computers.
  • Any family that has multiple computers.
  • Anyone who wants to use their laptop throughout their home.
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Q: Do I need to purchase any equipment?

Maybe. HTC will provide the wireless router, but you will need wireless interface devices for each computer in the network. You will need to purchase a wireless interface card if your laptop computer did not come with one or you will need to purchase a wireless interface card for each computer that is not connected directly to the wireless router. The HTC professional installer will bring wireless interface cards to the installation and arrange to have your account billed for those needed. The cost of these interface cards is $65.00 each.

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Q: What does it cost to get HTC High-Speed Internet wireless PC networking?

Get monthly wireless PC networking FREE when you sign up for HTC High-Speed Internet for at least 12 months (installation charges may apply)!

For existing HTC High-Speed Internet customers there will be a $75 installation cost and $35 for each additional computer.

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Q: Why shouldn't I just buy this at a retailer?

If you are comfortable with installation of computer peripheral equipment and software then it shouldn't be necessary to have HTC assist you with your wireless home PC network. It is easy to have an HTC professional installer setup your home PC network with equipment that HTC has tested and found to be the best quality available.

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Q: Will HTC High-Speed Internet wireless PC networking affect the speed of my access?

No. Up to 4 computers can access the internet at the same time and at the same speed you currently enjoy. Of course, some activities that require large bandwidths may cause delays.

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Q: Will Technical Support be able to help me if I should experience a problem?

Yes. Our 24 hour a day, 7 day a week, Technical Support staff will be able to assist you in troubleshooting wireless home PC networking problems. If an HTC professional installer sets up your home PC networking and the problem is determined to be before the demarcation point (defined as the wireless router) there will be no charge for an onsite service visit. However, if HTC discovers the problem to be beyond the demarcation point and/or non-access related, the charge will be $75/hour during business hours (Monday-Friday, 8AM-5PM) or $112.50/hour during after hours.

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Q: Are there any rooms in my home where this PC network won't work?

Perhaps. Some building materials and distance may cause interference with reception between the router and the computer.

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Q: Are there system requirements for the HTC home PC networking system?

Yes. Your computers must all have at least Windows Operating Systems of Vista, 2000 or XP, or Macintosh.

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Free Web Page

Q: How many free web pages do I receive as an HTC High-Speed Internet customer?

As an HTC customer you will be able to create one free web page as the primary user. Your free web page will have a storage capacity equal to 10 MB times the number of email addresses you have established on your account. In other words, if you have one email address, your free web page will be 10 MB, if you have two email addresses your free web page will be 20 MB and so forth. Just keep in mind that there will be only one free web page regardless of the amount of email addresses on your account.

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Q: How do I access my free web page?

To access your free web page you will log into your “Member Services” page. At this screen, you will be required to enter your username and password. Once you have accessed your account in “Member Services”, click on the button labeled “website” located across the bottom of page.

*All customers can access their Member Services page by going to the HTC website located at HTCConnect.com.

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Q: Who do I contact if I do not have a button labeled “website”?

If you do not have a button labeled “website”, you will need to send an email to internet@htcinc.net.

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Q: Can I use my free web page to advertise my business?

No. Since this is a free web space provided by HTC to its customers, no information is to be loaded that is of a commercial nature.

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Q: Can I use my free web space to advertise a non-profit organization?

Yes. HTC does allow its customers to advertise non-profit organizations on their free web space. However, you will be required to provide a copy of your 501(c)(3) non-profit/tax exempt form. For additional information, send an email to domains@htcinc.net.

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Q: Can I have my domain name point to my web page?

Yes. HTC will point your domain name to your free web space for a one time service fee. For additional information, send an email to domains@htcinc.net.

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Q: Can I purchase a domain name through HTC if I do not have one?

Yes. HTC will point your domain name (if available) for you. To find out the cost of this service, send an email to domains@htcinc.net.

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Q: Will I be able to FTP (File Transfer Protocol) to my free web page?

No. You can only load files to your website through your Member Services page.

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Q: Can I load multiple files to my web page through my Member Services page?

No. You can only load one file at a time (no drag and drop) through your Member Services page.

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Q: What is my web page address to view my homepage?

To access your website, you must us http://web.sccoast.net/users/emailname/. Replace –email name– with your sccoast.net username. *Note: If you have not developed your website, there will be a standard “Under Construction” default page viewable when you access your homepage.

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Q: When I am building my web page(s) what types of files am I allowed to upload?

The following types of files are allowed to upload to your website; .wav, .mid, .midi, .gif, .xls, .jpg, .png, .htm, .html, .mdb, .txt, .ppt, .doc.

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Q: Who do I contact if I am receiving errors when trying to view my homepage?

If you receive an error when trying to view your website, you will need to send an email to internet@htcinc.net.

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Q: The photos on my web page are not viewable.

When uploading photos to your website, you will need to have a folder uploaded that houses the images. This way when the site goes live, it will have a folder to reference the images.

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Q: Can I upload sound files to my web page?

Yes. Sound files can be uploaded just like other files. Valid extensions for sound files that can be loaded to your web page are .gif, .xls, .jpg, .htm, .mdb, .txt, .ppt, .doc, .mid, .avi, .wav, .wma, .wmv, .ra.

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Q: Can I link documents when building my web page?

Yes. Linking pages is basic html programming. Most web development software has tutorials on how to link documents.

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Q: Will HTC assist me in developing my web page?

Since this is a free web space and is at no additional cost to you, HTC does not provide assistance with development of your free 10 MB web page.

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Internet Security

Q: What does Trend Micro Titanium Internet Security cost?

As a valued HTC High-Speed Internet residential customer, Trend Micro Titanium Internet Security is FREE!

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Q: How do I get Trend Micro Titanium Internet Security?

Access links to download Trend Micro Internet Security HERE.

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Q: Do I need Trend Micro Titanium Internet Security on each of my PCs if I have a network?

You do need to install Trend Micro Internet Security on each of your PCs to provide protection to every computer in your home network. (Security Suite not recommended for commercially networked computers.) HTC provides each HTC High-Speed Internet customer up to three serial numbers.

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Q: How long will it take to download?

With HTC High-Speed Internet it may take up to 10 minutes to Save and Complete the Installation of the software onto your PC.

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Q: What if Operating System worked for previous Trend Micro Titanium Internet Sec., but not this one?

Continue to use the version you are currently running. You may need to consider another security suite or upgrading your computer as your version may no longer continue to receive updates.

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Q: What if I don't understand how to configure my Trend Micro Titanium Security after it is downloaded?

Standard configuration settings will be automatically established when the product is installed. These settings are appropriate for most installations but you should verify the configuration to determine if the settings are correct for your use. The product is very intuitive, so most people can simply navigate through the software and select the configuration options that are appropriate for them. And, of course, you can also call our Technical Support Staff. You can reach them anytime 24 hours a day, 7 days a week; HTC High-Speed Internet customers dial 843-369-8745.

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Q: What if my Trend Micro Titanium indicates that it is going to expire within the next month?

Your Trend Micro coverage is good for one year from activation date as long as you are an active HTC Internet customer. Expiration Date on the software indicates 30 days forward on a rolling basis.

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Q: Can my friends also get Trend Micro Titanium Internet Security?

Yes, if they also have HTC High-Speed Internet Service, they can be protected for FREE. If they are not an HTC Internet Service customer they can purchase Trend Micro Titanium Internet Security for $69.95/year from an authorized reseller.

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Wi-Fi Hot Spots

Q: Does HTC charge for the use of your Wi-Fi Hot Spots?

No. One of our staff will be happy to provide you with a FREE one hour access card.

Downloadables:
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Q: Does HTC have Wi-Fi Hot Spots?

Yes. Each of our branch office locations, including Coastal Grand Mall, has a Hot Spot.

Downloadables:
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Q: What is the coverage area for the Wi-Fi Hot Spot?

Most or all of our offices' lobbies should be covered. Most of the Food Court at Coastal Grand Mall is covered (except behind the large columns).

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Q: How does a Wi-Fi Hot Spot work?

A wireless router has been installed in our locations. This router will broadcast our NetRacer broadband access throughout our locations' lobbies and the Food Court at Coastal Grand Mall. You power up your laptop, find the Wi-Fi Hot Spot, and key in a "login password" you get from the one hour access card that our location's staff will provide.

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Q: What if I don't know how to find the Wi-Fi Hot Spot?

Most people who want to use a Wi-Fi Hot Spot are familiar with how to find and use Hot Spots. Most laptops since 2004 have Wi-Fi cards built into them. Some customers with older equipment have purchased their own PCMCIA cards to allow them Wi-Fi access. If you don't know how to use a Wi-Fi Hot Spot, you can review the Wi-Fi Guide on this site. It has all the information you need to get online with your wireless enabled laptop.

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Q: Are there any requirements for using the HTC Wi-Fi Hot Spot?

Yes. You will have to agree to the Acceptable Use Policy prior to accessing the Internet.

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Q: What if I want more than one hour?

The one hour access card only provides an hour of access. If you need longer access, you will need an additional card(s). Please return to our store after you complete your first hour to obtain another card.

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Q: How can I get more information on establishing a Wi-Fi Hot Spot in my business?

Thank you for asking! You can contact one of our Business Services Representatives and they will provide you information on how to have a Hot Spot in your business! Call 843-365-2651.

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Q: Is it safe to allow my children to surf the net using the HTC Wi-Fi Hot Spot?

Yes. Our Hot Spots provide family friendly surfing. Inappropriate sites are blocked.

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Q: What is a Wi-Fi Hot Spot?

An area where you can have access to the Internet using your wireless enabled laptops or PDAs.

Downloadables:
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