Frequently Asked Questions - Contacting pair

»	Have some general questions that are not answered in your site. To whom should my questions be addressed?
»	How does technical support work at pair Networks?
»	I signed up for a new account two days ago, but have not received the new account information yet. How can I find out the status of my account?
»	I need to submit a new or updated credit card for my billing. How should I submit it to you?
»	Do you prefer to receive e-mail inquiries in any particular format?
»	What number do I dial to login?

Answers

I have some general questions that are not answered in your site. To whom should my questions be addressed?

If you are not a pair Networks customer, feel free to send us an e-mail to sales or call our toll-free number at 1-877-PAIR-NET (US and Canada) or call with any questions that you may have about our services. One of our friendly Sales specialists will be happy to help you.

If you are already a customer of pair Networks, please contact our Support team at support. If you have a Basic account or above, you can contact our Support staff via telephone at our toll-free number at 1-877-PAIR-NET (US and Canada) or . If you have an FTP account, you can call us for the first 15 days that your account is active or e-mail us anytime. Visit our Contact Page for more contact information.

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How does technical support work at pair Networks?

As a pair Networks customer, you may contact us with questions or problems through e-mail, phone (for Basic plans and above), or fax. We employ a modern, custom-designed ticketing system for tracking customer contact and ensuring prompt and correct resolution of all problems. The ticketing system can also be accessed through our Account Control Center.

If you have a Basic account or above, you can contact our Support team via telephone at our toll-free number at 1-877-PAIR-NET (US and Canada) or . If you have an FTP account, you can call us for the first 15 days that your account is active or e-mail us anytime. Visit our Contact Page for more contact information.

Our fax number is .

We also provide extensive online Support Resources for our customers, including one of the longest-running publicly available libraries of support articles for Web hosting. For areas outside our expertise or technical mission, we offer private newsgroups or use by our customers to exchange advice and ideas.

Most support inquiries are handled within 24 hours; urgent inquiries within two hours.

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I signed up for a new account two days ago, but have not received the new account information yet. How can I find out the status of my account?

Please contact our Account Activation Department and include the Signup Key or other identifying information. It is possible that your e-mail was unreachable, or the account was not processed for another reason such as payment not received. Please note that all accounts must be prepaid by credit card or a check received at our offices.

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I need to submit a new or updated credit card for my billing. How should I submit it to you?

Please do not e-mail it to us. Sensitive information such as credit card numbers should be sent through fax or our secure submission interface at https://www.pair.com/pair/submit.html
Our fax number is .

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Do you prefer to receive e-mail inquiries in any particular format?

We prefer plain text. Please do not attach Word documents or send HTML-formatted e-mail, for example.

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What number do I dial to login?

pair Networks does not provide dialup access. You will continue to utilize your dialup ISP to connect to the Internet.

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