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FAQ.

HiWAAY Frequently Asked Questions

Frequently Asked Questions

An FAQ is a Frequently Asked Question. We have listed here the question paired with the appropriate answer. If you don’t find the answer to your question, please visit our customer support page or email support@HiWAAY.net.

Billing FAQ

Some of the features you are able to monitor are your usage of simultaneous dial-up access, and multi-channel access services. Usage and costs for these will be available near real time on the web. (We do not receive cost information about iPass Global Roaming Access until the beginning of the following month so we will not be able to provide near-real-time costs for that service.) Use of each feature carries an additional fee, and now you will be able to easily track and manage your usage in the Account Service Center. We bill for the actual number of seconds used for simultaneous access and multi-channel access (and dial-up usage for HiWAAY’s Regular Account).

Simultaneous Access you can see in the Service Center is for the past calendar month.

Simultaneous Access Usage:

Simultaneous Access happens when you dial into your HiWAAY account from more than one computer at the same time. This can happen if someone at home dials into your account at the same time you are at work and dialed into your account. It can also happen if someone gets your username and password and dials into your account at the same time you are using your account. As stated in HiWAAY’s terms, you are responsible for this usage even if it is done without your knowledge. Simultaneous access is billed at $0.95 per hour. If you suspect someone has stolen your username and password, go to HiWAAY’s Online Account Service Center and change your password so they cannot use your account without your knowledge.

To cancel your Dialup account, we ask that you call Customer Support at (888) 244-9229 or use the Account Service Center – either will provide a confirmation number to document your cancellation. Use of any other method may result in a delay to process your cancellation and possibly cause you to incur additional charges.

Only the named person on the account may cancel the account. We need enough information to fully identify the account and to ensure that the request is legitimate. This would include the full name of the account, the postal mailing address of the account, your login ID, your telephone number, and your driver’s license number or security phrase. To protect our customers from unauthorized cancellations, we may require additional identification and/or documentation to complete your cancellation request.

All cancellations take place on the 1st of every month. If the cancellation is not submitted before the 28th day of the month, the cancellation will not take place until the next billing month, whereby you will be billed for one more month of service.

If you have an outstanding balance for usage or other fees incurred during the month these will be billed to your credit card or invoiced (if you have hardcopy or email billing).

If you are a HiWAAY member currently receiving a hardcopy or email invoice and would rather have your credit card billed automatically at the first of the month, you can switch over to credit card invoicing by going to the Account Service Center or calling Customer Support at 888-244-9229.

Log in with your username and password and select “Account/Billing changes.” Next, select “Update credit card information or billing method” and fill in the appropriate information.

In order for your billing method to be changed for the upcoming month, you need to switch over no later than the 28th of the month.

Thank you for your interest in HiWAAY’s new email billing option. Listed below are a few of the questions you may have when considering this type of billing.

What is email billing? You will get a copy of your monthly statement sent to you via email – rather than having it mailed to your home address. The real advantage is having it arrive in your computer mailbox the day bills are produced rather than having to wait for it to come to you by snail mail.

Is email billing secure? Sure it is-remember you are not sending payments via email, you are just reviewing a bill for services. The email bill contains the same information as your snail mail bill.

Will this change the way that I pay my bill? No, you will continue to pay for your HiWAAY service in the same manner. Checks and money orders should still be mailed to our lockbox or brought to our office. Please remember to always include your account number with your payment to assure proper posting. PLEASE DO NOT SEND CASH. (Available payment methods are listed below.)

Mailing Address HiWAAY Information Services
P.O. Box 86
Huntsville, Alabama 35804-0086
In Person HiWAAY Information Services
2705 Artie St, Bldg 500, Ste 37
Huntsville, Alabama 35805

 

Our most popular payment method is to have monthly payments automatically charged to your credit card or to take funds directly from your checking account by using your bank debit card. This way you do not have to remember to make payment, it is done automatically. HiWAAY also accepts ACH payments, which is an automatic debit from your checking account. (We must have a form filled out by you and a voided check to submit to your bank in order to use this payment type.) Of course you can always mail a check or money order to us or bring it by our office Monday through Friday 8 a.m. – 5 p.m.
HiWAAY offers automatic check withdrawal. On the 15th of the month, or the Monday following if the 15th is on a weekend, your monthly service fee is deducted from your checking account. To sign up for ACH you will need to print the form (Authorization Agreement for Pre-authorized Payments) and attach a voided check. After the form has been completed and signed, mail to:

HiWAAY Internet Service
P.O. Box 86
Huntsville, AL 35804-0086

The automatic withdrawal will begin with the next billing cycle. An email invoice will be sent at the first of the month for your records only, please do not remit payment.

You will get a copy of your monthly statement sent to you via email rather than having it mailed to your home address. The real advantage is having it arrive in your computer mailbox the day bills are produced rather than having to wait for it to come to you by postal mail.

Is email billing secure?
Sure it is-remember you are not sending payments via email, you are just reviewing a bill for services. The email bill contains the same information as your postal mail bill.
Will this change the way that I pay my bill?
No, you will continue to pay for your HiWAAY service in the same manner. Checks and money orders should still be mailed to our lockbox or brought to our office. Please remember to always include your account number with your payment to assure proper posting. PLEASE DO NOT SEND CASH. (Available payment methods are listed below.)Mailing Address:
HiWAAY Internet Services
P.O. Box 86
Huntsville, AL 35804-0086In Person:
HiWAAY Internet Services
2705 Artie St, Bldg 500, Ste 37
Huntsville, AL 35805

Sign up for Email Invoicing!

Please feel free to call Customer Support at (888) 244-9229 or (256) 650-4900 if you have further questions.

  • Monthly invoices will be mailed by the 5th of the month.
  • Payment is due no later than the 15th.
  • Accounts not paid by the 28th of the month will be suspended.
  • An account not paid in full by the 15th of the following month will be closed.

If you make payments through your online banking service, the remittance address is:

HiWAAY Internet Services
P.O. Box 86
Huntsville, AL 35804-0086

Email Accounts

This is useful if you are not going to be using your HiWAAY account for an extended period of time. It will automatically reply to any incoming e-mail alerting them of your absence. You can type whatever you prefer in your ‘vacation’ message. The instructions are as follows:

1. SSH or telnet to fly.hiwaay.net, and log in. If you get a menu listing of items to choose from, choose Option 6 “Exit to command shell”.

2. Type cd and then press enter to get to your root directory.

3. At the UNIX prompt ($), type the following:
pico .vacation.msg
*note the period before the word .vacation.msg

4. This will open up the pico text editor. Type your vacation message in the body of the file. For Example:

From: username@hiwaay.net
Subject: Vacation
Hello,
I am out on vacation and will not be able to respond to your message till I get back. If you wish to contact me, call 555-5555.
Sincerely,
Your Name

*This needs to be customized for your vacation message for, ie. username@hiwaay.net would be your email address.

5. When you are done, press Control key and X at the same time, then press Y, to save the file and enter to exit. You are done creating the .vacation.msg file.

6. Next, you’ll need to turn vacation messaging on, at the $ prompt, type the following:
vacation -I (No space after the dash)

(Note: This is a case sensitive command!)

7. Next, open your browser and navigate to https://mail.hiwaay.net/login.cgi?go=email and log in with the account name you wish to have the vacation message on.

8. Select “Deliver to user@hiwaay.net mailbox” at the top, where “user@hiwaay.net is your email address.

9. Next, go to the bottom of the page and select “Filter email with custom script”. Then enter “/usr/bin/vacation user” as the script, where “user” is your user name, not the full e-mail address.

10. Then check the “Deliver to user@hiwaay.net mailbox also” box (otherwise a response will be sent but incoming messages will be silently deleted). When you are done click on “Set Delivery Options” to save the settings that you created.

11. That is all there is to it. You may test your work by sending an e-mail to yourself from an alternate e-mail account or by having someone send you an e-mail.

When you are ready to remove the vacation message, return to the website (https://mail.hiwaay.net/login.cgi?go=email, login with your username and password, and then set the advanced filtering options to None.

This will store the vacation message so that you can use it at a later day.

If you wish to permanently delete the vacation message, telnet or ssh into fly.hiwaay.net.
Login with your username and password, type cd and then click the enter button, and then type rm .vacation.msg

You can forward E-mail addressed to your HiWAAY account to any number of other email addresses. Just go to HiWAAY’s Account Service Center and log in with your HiWAAY account name and password.

After logging in you’ll get a menu with several options. Click “Set email delivery options”.

In the “Email Delivery Options” menu select “Forward this address” and in the text box below type the email address to which you want your email delivered.

Click the “Set delivery options” button and you’re done!

Some subscribers would like to have a separate login id for family members who wish to have a private mailbox. Dial-up subscribers may have up to 10 additional mailboxes for their immediate family at no extra charge.

Please note that only the primary account (the one you use to connect to HiWAAY) may establish a dialup session, but once the session has been established the mailbox accounts may use their login ids with our mail server to exchange mail. Each mailbox account also includes full unlimited Telnet access for reading mail, news or chatting through our shell server.

You can setup an extra email account at any time by logging into the Account Service Center and login with your HiWAAY login name and password. Select “Manage your mailboxes” and follow the online instructions.

If you have a @hiwaay.net email account and are unable to send email, you need to make a simple change to your email software.

You need to set your email program to use authentication for the outgoing email server. This is usually nothing more than ticking a checkbox and entering the same user name and password you use for downloading your email.

However, every email program is different, so if you need some help, please give Support a call at 888-244-9229.

 

Email Software

How can I tell if my POP email software is set to leave email on the server?

Windows Outlook Express 5 and 6 / Outlook 2000

  1. Open Outlook Express or Outlook.
  2. Click on the “Tools” menu and select “Account”.
  3. Select the “Mail” tab.
  4. Highlight your HiWAAY account and click on “Properties”.
  5. Click the “Advanced” tab.
  6. Look for a check-mark in “Leave a copy of messages on server.”

Windows Mail (Vista)

  1. Open Windows Mail
  2. Click on the “Tools” menu and select “Accounts”
  3. Highlight your HiWAAY account and click “Properties”
  4. Click on the “Advanced” tab.
  5. Look for a check-mark in “Leave a copy of messages on server.”

Windows Microsoft Outlook 2002/3/7

  1. Open Microsoft Outlook
  2. Click on the “Tools” menu and select “Email Accounts”
  3. Click “View or change existing email accounts” and click the “Next” button.
  4. Highlight your HiWAAY account and click the “Change” button.
  5. Click the “More Settings” button.
  6. Click on the “Advanced” tab.
  7. Look for a check-mark in “Leave a copy of messages on server”
  8. Windows Eudora 5.1 and Higher
  9. Under the “Tools” menu select “Options”.
  10. Under”Category” select “Incoming Mail”.
  11. Look for a check-mark in “Leave mail on server”.

Windows Netscape & Mozilla Mail

  1. Launch Netscape or Mozilla.
  2. Under the “Window” menu select “Mail & Newsgroups”.
  3. Under the “Edit” select “Mail & Newsgroup Account Settings…”
  4. Open your HiWAAY account and click on “Server Settings”.
  5. Look for a check-mark in “Leave messages on the server”.

Windows Mozilla Thunderbird 2

  1. Launch Mozilla Thunderbird.
  2. Click on the “Tools” menu and select “Account Settings.”
  3. Click the + sign next to your HiWAAY account and select “Server Settings.”
  4. Look for a check-mark in “Leave messages on server.”

Mac Mail version 3.5 for OS 10.5

  1. Open Mac Mail.
  2. Under the “Mail” menu select “Preferences”
  3. In the “Preferences” window select your HiWAAY account in the left pane.
  4. Click on the “Advanced” tab next to “Mailbox Behaviors”.
  5. The tick box for “Remove copy from server after retrieving a message:” will be ticked if you’re leaving a copy of each message on the server.

Thunderbird version 2.0.0.17 for Mac OS

  1. Open Thunderbird.
  2. Under the “Tools” menu select “Account Settings”.
  3. Select “Server Settings” under your account name in the left pane.
  4. If the tick box for “Leave messages on server” is ticked, then you’re leaving mail on the server.

Entourage 2008 for Mac OS

  1. Open Entourage.
  2. Under the “Tools” menu select “Accounts”.
  3. In the “Accounts” window, select your email account and click on “Edit”.
  4. Click on the “Options” tab.
  5. If the tick box for “Leave a copy of each message on the server” is ticked, then you’re leaving mail on the server.
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