FAQ's (Frequently Asked Questions)

Q. Why won't AOL or MSN Instant Messaging services work on my browser?
A.  Many of those services have special setup areas.  Because we use a proxy server  technique for filtering you need to setup the proxy settings in these services.  Check the proxy setting for your application and select "I am using a proxy server",  select Socks Version 4, use proxy.actlink.net for the server entry and use port 1080.  This should get you up and running.

Q.  What’s the difference between you and my current ISP?
A.  FamilySmart filters Internet content and blocks pornography, messages of hate, satanism and extreme violence from view before it reaches your computer.

Q.  Do I need special software to use your service?
A.    No, almost any current browser that supports proxy servers will work.   

Q.  If I want to use my existing browser, do I need to make changes?
A.   Yes, your browser must reference our proxy server address.  We’ve included that information in the setup sections for IR5 and Netscape.

Q.  Can I use your service simultaneously with other services like AOL?
A.   Sure, but recognize that if you dial their number instead of ours, they’re not going to be filtered.  We’re also less that half the price of AOL so we’re not sure why you’d want to do that.  

Q.  Do you check for viruses on e-mail coming to me?
A.   Yes, we do.

Q.  Can my kids turn off your filtering?
A.   No, if your kids tamper with the browser settings they will not get around our filters. 

Q.  What’s the difference between your filtering and the filtering provided by software for my PC like CyberPatrol and NetNanny?
A.   Most PC software can be circumvented.  The web contains information for kids on how to bypass the software.  It also must be constantly updated because over 800 new pornographic sites are added to the web each week.  We take care of the updates for you.

Q. Do you track my browsing habits on the web?
A.   No, and we don’t share any personal information with anyone.  This is a common complaint about many access providers like AOL.  We never share or sell personal information! 

Q.  Do you offer un-filtered Internet access?
A.   No.  We only offer filtered dial-up service.  

Q.  Do you accept checks?
A.   We will accept checks only for pre-paid annual subscriptions.  We accept Visa, Mastercard, Discover and American Express.

Q.  What happens if I find something objectionable that wasn’t blocked?
A.   We block well over 100,000 sites but sometimes accidents happen and we miss a new site.  Report it and we’ll block it at once.

Q.  What if I disagree with a site that you’ve blocked?
A.   Call us.  If we made a mistake we’ll unblock it immediately.

Q.  I recently got a message saying "No Dial Tone Detected", is your service down?
A.  No, that means the your phone line may not be connected properly or someone in your home was on an extension using the line.  No dial tone detected means that your phone can't get a dial tone to start the call to us.

Common Problems

Problem:        I can't see web pages.
Solution:
     -The web site may be down
    -Someone may have tampered with your proxy settings -- to reset, click Here for Explorer and Here for Netscape)

Problem: Why won't AOL or MSN Instant Messaging services work on my browser?
Solution:
  Many of those services have special setup areas.  Because we use a proxy server  technique for filtering you need to setup the proxy settings in these services.  Check the proxy setting for your application and select "I am using a proxy server",  select Socks Version 4, use proxy.actlink.net for the server entry and use port 1080.  This should get you up and running.

Problem:      I keep getting disconnected.
Solutions:
    -We automatically disconnect users that remain inactive for one hour
    -You may have an automatic disconnect setting in your browser -- to change this, 
    -Someone may be trying to call the phone number that corresponds with the line that you are using
   - We've found that some people have a setting in their e-mail options that says disconnect after checking for e-mail.  If you get disconnected while getting e-mail this could be your problem.

Problem:      I'm not able to connect.
Solution:
    -You may have an incorrect dial-up phone number -- to change this, refer to the numbers sent to you by mail, or go to the Access Numbers page of our site.
    -Double check your ID and password
    -If someone is on the phone line that you are using to connect, then you will not be able to connect
    -Your modem may be disconnected -- make sure that the phone line is plugged into the outlet as well as the modem
    -Your modem may be improperly installed -- Go to the "Internet Options" area of the "Tools" menu of your browser, and go to "Connections" area and click on the "Add" button - follow the menus

Problem:      I found an objectionable site, that I think should be blocked.
Solution:
    -Call us toll free at (866)656-7873*
    -Send us an e-mail at webmaster@actlink.net*
    (*We will block your requested site if it meets our filtering criteria)

Problem:      I want to get to a site that is blocked, but I don't think it should be.
Solution:
    -Call us toll free at (866)656-7873**
    -Send us an e-mail at webmaster@actlink.net**
    (**We will only unblock material that does not meet our filtering criteria)

Problem:      When I go to a web site, it takes forever to load.
Solution:
    -Your phone line may be slow.  To check this, double click on the two little computers in the lower right hand corner of your screen.  This will show how fast you are connecting.  If your connection is anything less than 28,000 bps, then you have static on your phone line.  You will need to contact your telephone company about this problem.

Problem:      I am having an e-mail problem.
Solution:
    -Click here

E-mail

Problem:      I lost my password.
Solution:
    -Give us a call.  We will always have your password on hand.

Problem:    I can't seem to retrieve my e-mail.  It hangs for awhile and then quits.
Solution:
    Check your e-mail address as it is listed in the accounts section of the Tools menu in Outlook or your other e-mail program.  Make sure that your e-mail address is typed correctly as well as your password.  Also make sure that you have the proper e-mail server listed for both incoming and outgoing e-mail.  The server should be mail.actlink.net for both servers and the type should be POP3.

If you have any further questions, feel free to send an e-mail to webmaster@actlink.net.