Logging In

Q: What should I do if I lose or fail to remember my login information?

A: You may contact us for assistance in retrieving your login details.

Q: I can’t enter the site successfully even after submitting the correct login info. What should I do?

A: Please take note that both your login name and password are CaSe SeNsItIvE. They have to be entered exactly as they were submitted in your sign-up. Furthermore, make sure to set the security settings of your computer to a minimum, since a high security level interferes with your viewing. You can choose “Tools” from your browser menu, click the “Security” tab from “Internet Options” and lower Internet Security to the minimum level. It is also recommended for you to disable the security software(s) installed in your computer for you to view our sites with no difficulty.

Viewing Videos

Q: What is the minimum screen resolution required to view videos?

A: In terms of screen resolution, a minimum of 800 x 600 pixels is required. To make sure that you have the right screen resolution, follow these steps:

• Right click on your desktop
• Select “Properties” or “Personalize” then “Display Settings”
• Choose a resolution of at least 800 x 600 pixels
• Click “OK”

Q: I can’t seem to play videos using Windows Media Player. What should I do?

A: Check if your Windows Media Player can play the following file extensions: .asf, .wma and .wmv. Do this by following the steps below:
Click on your “Start” button

• Go to “Programs” then “Accessories”
• Choose “Entertainment” and open Windows Media Player
• Once Windows Media Player is open, select “Tools” then “Options”
• Click on the “File Types” tab
• Check the box next to Windows Media File (.asf), Windows Media Audio File (.wma) and Windows Media Video File (.wmv)
• Select “Apply” then click “OK”

Q: What is a browser plug-in and what should I use to play videos?

A: A browser plug-in is a software that comes with or added to a web browser, enabling it to read, play or show movies, music and other media files. There is no single standard browser plug-in to play streaming video. Different browser plug-ins are available for download, listed below.

Windows Media (must link to http://www.microsoft.com/windows/windowsmedia/download/default.asp)
Explorer (must link to http://www.microsoft.com/windows/ie/downloads/default.asp)
Flash (must link to http://www.macromedia.com/go/getflashplayer/)
Quicktime (must link to http://www.apple.com/quicktime/download/)

After downloading, you must run the installer. You might need to restart your computer or browser to install the plug-in completely.

Q: What effect does a firewall have when I view videos?

A: A firewall can interfere your access to our sites and may hamper your viewing experience. You can follow the steps below to disable your firewall, depending on the security software installed in your computer.

Windows XP

• Log on as a user with Administrator status
• Access the “Network Connections” folder, then right click on your connection and choose “Properties”
• Select the “Advance” tab and remove the check from “Protect my computer and network by limiting or preventing access to this computer from the Internet”
• When asked by a dialog window to confirm the disabling of the firewall, click “Yes”

McAfee Internet Security

• Right click on the McAfee Icon
• Choose “Personal Firewall” then select “Options”
• On the “Security Tab”, set the Security Level to a minimum
• Modify “Access” to low
• To save changes, click “OK”

Norton Internet Security and Norton Personal Firewall

• Log on using an account with Adult or Supervisor rights
• Select “Internet Status” on the left side of the window and select “Current Status”
• Choose “Disable” in the Current Status window

Westell 2100

• On your browser, access the Wirespeed Dual Connect Page by entering http://192.168.1.1
• Choose “Firewall Configuration” from the Configuration menu
• Select “None” or “Low”
• When prompted to confirm changes, click “OK”
• Exit from the browser window

Video Troubleshooting

Q: How can videos be viewed without any problem?

A: Open our sites using the latest version of Internet Explorer, instead of using Internet connection windows such as MSN, Earthlink, AOL, etc. You also need to disable any firewalls, content filtering softwares or popup blockers, as they tend to interfere with your viewing experience.
                   
Q: When viewing videos, why is the resolution not as good as it appears on a TV screen?

A: Massive bandwidth is required to transmit TV-quality video over the Internet. Hence, video transmitted over the Internet will improve its resolution only when prevailing bandwidth speed increases.

Q: What can I do to improve overall video and audio quality?

A: A sure-fire way to improve your viewing experience is to try getting a faster internet connection. Otherwise, you can opt to press the pause button before fully viewing the video to increases the buffer size. The longer you pause, the better the video looks and sounds once you resume playing it.

Q: How can the audio be played smoothly?

A: To play both audio and video optimally, users must have an internet connection of at least 56K. Less than 56K, video is given priority by the browser plug-in and thus, your computer’s audio must be muted.

Q: What websites can I visit to get additional help in video troubleshooting?

A: You may refer to the websites below corresponding to the applications that you might be using.

Windows Media Player Trouble Shooting Website (must link to http://www.microsoft.com/windows/windowsmedia/mp10/troubleshooting.aspx)
Internet Explorer Trouble Shooting Website (must link to http://www.microsoft.com/windows/ie/support/default.mspx)
Flash Player Trouble Shooting Website (must link to http://www.macromedia.com/support/flashplayer/)
QuickTime Trouble Shooting Website (must link to http://www.apple.com/support/quicktime/)

Downloading

Q: How can I download pictures to my computer?

A: Mouse over the image, right click and choose “Save Picture As” to download the photo.

Q: How can I download movies to my computer?

A: Since they are copyright material, our movies can not be downloaded

Q: Can I use a download accelerator when viewing videos?

A: Currently, we are not allowing the use of a download accelerator. It is advised that download accelerators be disabled when viewing our videos. You may contact the software provider of the download accelerator for more information.

Q: If I get a free trial membership, will I have to pay any costs?

A: For most of our sites, a free trial membership is valid for a specified number of days. You will automatically be upgraded to a standard monthly membership plan if you do not cancel your trial membership within the trial period. For more information, please read the Terms and Conditions of the website that you joined.

Q: How often will my credit card be charged for membership?

A: We follow a billing cycle that runs every thirty (30) days. For instance, if your membership was activated on January 15th, your credit card will be charged automatically again on February 14th. If you cancel your membership, we will not renew your account. As an example, if your membership was activated on January 15th and you canceled on January 30th, your account will expire on February 14th. If you joined on a trial basis, the billing cycle of thirty (30) days begins at the end of the trial, unless you cancel your trial membership within the said trial period.

Q: Why are there other charges that appear on my credit card statement?

A: Our new members are privileged to have exclusive offers from us. Cross sale promotions which give you access to other websites and special offers are made available to you before you are asked to submit your credit card information. If you have chosen to avail any of the said offers, the corresponding charges will be reflected in your account statement. A confirmation email for each offer will be sent to you.

Q: What company will I get billed by in my account statement?

>> If payment is made via credit card

• RS Billing

Credit Card statement is displayed as:
            Supportdefined.com 1-866-602-8163

Cancellation can be done through our online cancellation page or by calling our support line for assistance. Please note that membership can not be canceled through email.

>> If payment is made via 2000 Charge

• 2000 Charge

Credit Card statement is displayed as:
2000Charge.com or MShost.com

Please visit http://help.2000charge.com/ if you have any issues or concerns

>> If payment is made via online check

• Web Transaction Service (WTS)

Credit Card statement is displayed as:
WTS* 1-800-717-7476

Please send an email to customerservice@achbill.com if you have any issues or concerns
or if you want to cancel, you may visit this page: http://www.achdebit.com/customer_support.html.

>> If payment is via phone

• GX900

Please visit http://www.gxbill.com/customersupport.html if you have any issues or concerns.
Or you may call the customer service department from Monday to Friday, 10am-6pm EST at 1-866-703-1334.

Contact Info

Q: What should I contact in case I have more questions?

A: If you have general support questions and other inquiries, please contact our 24-hour toll free number at 1-866-480-7264 or send us an email at csupport@supportmain.net