Frequently asked questions:



As helpful as our web site tries to be, you undoubtedly will have some questions. Whether you're a prospective customer or an existing customer, please feel free to use this frequently-updated FAQ. In any case, please feel free to send your questions to our Customer Care Team or our Sales Team.

Existing customers may wish to skip to our Customer Care FAQ, while prospective customers might find our Pre-Sales FAQ useful.

Pre-Sales FAQ

Customer Care FAQ

 

Pre-Sales:Domain Related Questions

Q: If I register my domain through CyberPages, do I own the domain? Can I transfer it at will?
A: Although CyberPages registers the domain on your behalf, you own the domain. Upon request, we can provide you with a password for a web site that will enable you to transfer the domain or make any modifications necessary.

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Q: If I wish to register a second domain for an account, what does it cost me?
A: Any additional domains are $20 a year, with a minimum of one year's payment in advance.

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Q: How long does it take until my domain is registered and live on the Internet.
A: We register your domain as soon as we receive payment for the registration. If you are paying via creditcard, and the card is successfully charged, then we register it right away. If you are paying via check or money order, we wait until we receive them in the mail before registering your domain. The domain is typically live by the next morning and can be seen via WHOIS.

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Q: I need a .co.uk or other TLD domain registered. Can you register this for me? Can you host this type of domain?
A: We can only register .com, .net and .org domains. We do support domains from any other TLD; however, you must register them yourselves and pay the appropriate NIC directly.

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Q: I am currently hosted with XYZ.COM and would like to switch to CyberPages. How do I do this?
A: Simply complete our order form. We will setup your account and assist you with the steps needed to move your web site to our servers and transfer your domain.

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Q: How do I transfer my domain from CyberPages?
A: If you're an existing customer and would like to move your domain either to your own name servers or to another provider, contact us and we will assist you.

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Q: Will my site be down for any period of time if I transfer to CyberPages? Will I lose mail?
A: Your existing web site and mail service will not be affected provided your account is setup with us first and you've moved your web files to your new account. When the InterNIC updates the root servers pointing your domain to our servers, all new visitors will come to your new site and so will your mail. Some visitors who have cached your old IP address will continue to visit and send mail to your old site for one to two days after the transfer. Be sure to check your old mailbox during this time and you won't lose any mail.

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Q: Is there any cost associated with transferring my domain to CyberPages?
A: No, there isn't. You simply need to update your domain record to point to our name servers, which can be done free of charge with most domain registrars. We can assist you with this transfer.

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Q: How do I move the contents of my web site from another provider to CyberPages' servers?
A: There are several ways. One way is to use FrontPage to import your existing web site and then publish it to your new server. This is extremely fast and easy. Another is to use a tool like Dreamweaver to import a web site and then publish it to another destination via FTP.

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Pre-Sales: Ordering Service

Q: How long does it take to get an account setup at CyberPages?
A: Orders will be processed in the order that they were received. Orders placed after standard business hours and on weekends may be subjected to a slight delay, as we have a reduced staff during off hours.

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Q: I am transferring from another host. I need time to setup my web site on CyberPages' servers before I transfer my domain. Is this OK, or does the domain have to be transferred immediately?
A: You can take all the time you need because you will be the one transferring the domain. As a web host, we don't have any special authority to modify your domain. All registrars will require your permission in order to transfer the domain. Upon your request, we will put in a domain transfer on your behalf, but only if you request it. We're here to help you transfer your domain to our name servers. We do not do anything without your requesting it.

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Q: I am switching from another provider to CyberPages. Who will transfer my domain?
A: You will. See above.

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Q: Is it safe to give you my credit card on-line?
A: Yes, it is. Payments are made through PayPal. When you use PayPal's secure order form, the connection between your web browser and their computer is encrypted so you can safely transmit your credit card details to them.

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Q: I don't have a credit card. Can I get my account setup today and be billed so I can pay via check or money order?
A: Yes, we can send you a bill via e-mail. Once your cheque or money order has arrived and cleared we will set up your account. As well, if you ordered a domain registration, we will not register your domain until we receive your check or money order.

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Q: I live halfway around the world and would like to pay by check. How can I do this?
A: Paying us by check from another country is easy. Simply go to your bank and request a check made out in US dollars that is drawn from a US bank. There will be a small fee for this transaction. Some banks will even mail the check for you.

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Q: I have a Windows machine and you have UNIX servers. Can I still use your service?
A: Of course. In fact, many of the machines you interact with on a daily basis (web servers, e-mail servers, IRC servers, etc.) are run off of UNIX machines. You will have no problem publishing your site or sending/reading e-mail.

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Pre-Sales:Service Related Questions

Q: I like the ability to specify what options I want on my web site. Can I add or delete options at a later date?
A: Certainly. Simply contact us.

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Q: Can I send outbound mail through your servers?
A: Yes, you can. We do have anti-spam protection that mandates that you check your e-mail first so we can add your IP address to a list of hosts that are allowed to relay through us.

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Q: If I need to add more POP3 accounts, mailing lists or auto responders in addition to the ones I requested at the time I ordered, how can I do this?
A: Simply use your control panel. We'll detect the new accounts and bill you for them.

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Q: If I need support, how can I contact you and during what hours?
A: At CyberPages, we offer full e-mail support. We strife to reply within twenty four hours. Email is monitored during off-hours, but we can not guarantee as fast a response time as if it were received during normal business hours.

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Q: Your prices are very low. Some low priced web hosting companies insert banner advertisements on their clients' web pages to help make ends meet. Do you do anything of the sort?
A: No! We certainly do not.

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Q: What sort of backbone connection do you have?
A: We have Dual DS3 connections to two separate backbone providers for a total of 90Mbps.

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Q: Do you offer NT based hosting?
A: Due to the unreliability, poor RFC compliance and watered-down networking protocols of Windows NT, we do not offer NT based hosting. However, we do offer the best of NT, such as FrontPage and ASP support.

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Q: Can I telnet to my UNIX shell to make changes and schedule programs to run at certain times?
A: Certainly. You can even read your mail with Pine. You can compile programs such as statistics programs and even schedule them to run with Cron.

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Q: Can I use telnet access to run IRC bouncers or bots?
A: I'm sorry, you may not. Our shell access is for interactive access only and for tasks specifically related to your web site only.

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Q: What is this "6 gigs" data transfer that you offer with each account and is it enough for me.
A: Our monthly transfer allocation only applies to the data you send over HTTP requests (visitors downloading your web pages over the web). 6 Gigs is quite a bit.

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Q: Does FTP and E-mail count towards my allotted 6 GIGs of monthly transfer?
A: No, you can publish your site and interactively send/receive e-mail as much as you want.

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Q: Do you offer catchall e-mail forwarding so I can get mail at addresses at my domain that I don't specifically predefine.
A: Yes, we do. When we setup your account, we give you a "master" POP3 account (user@yourdomain.com). Any mail you receive at your domain that is not destined for another POP3 account is sent to this catchall e-mail account.,

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Q: Do you offer real-audio support?
A: Yes, we do. There are two forms of Real-Audio support. One is called "Streaming RealAudio" and the other is "HTTP Streaming Real Audio". The former uses a special RealAudio server and the latter is served off your web site like any .wav, .pdf file, etc: When the user clicks on the file, they download it to a special viewer. HTTP Streaming RealAudio is suffice for 99% of the applications out there, because it allows the user to listen to the file while it is downloading. The "Streaming RealAudio" that requires a pay-per-stream server is not needed unless you are doing a live audio feed. RealAudio wants to sell their expensive servers, so naturally they'll want you to think you're going to get better performance by using their servers.

At CyberPages, we offer HTTP Streaming RealAudio support.

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Q: How can I upload/publish my web site to your server?
A: You can use a variety of methods. One is simple FTP using a client such as CuteFTP or WS_FTP. Another is to use FrontPage. Yet another is Dreamweaver. You can also use the publish feature of your web browser.

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Q: Do you offer Unlimited Bandwidth?
A: Unfortunately, we do not.

Bandwidth is a commodity. Just like any other commodity, there is a cost or a value associated with it. Since it costs us for bandwidth, we must pass that cost to you.

Each package comes with roughly 6 Gigabytes of monthly transfer. This is enough for all but the most demanding sites. Our cost per Gigabyte over 6 Gigabytes is low and is available in the pricing section of our web site.

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Q: Can I have more than one domain pointing to a web site, for example domain.com, domain.net and domain.org?
A: Yes. This is called "Domain Aliasing". Aside from the inexpensive $20/yr. domain registration fees, it's free. If you are transfering an already registered domain to us that you would like aliased, we charge a one time $10 setup fee.

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Q: Can I have these subdomains point to different content, pages or subdirectories on the same web site?
A: Yes, you can have subdomains point to a different folder and it requires a sub-account at $5/mo. If you wish to have a subdomain point to the same folder as your main website, there is just a 1 time $10 setup fee charged.

We currently do not support the pointing of different domains to different subfolders of just 1 website.

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Customer Care FAQ:Publishing Related

Q: I am trying to publish with FrontPage and it is not working. What am I doing wrong?
A: FrontPage extensions are FREE with all accounts. However, you must request them. This is because FrontPage installs hidden files in your document root that most people who don't use FrontPage do not wish to have.

If extensions have been installed, here is a step by step how to publish:

Open Front Page 2000.

Click on “File” .

Click on “Open Web” .

In the “Folder Name” box enter your actual domain name including "http://" . Do not put the www in front.

Click “Open”.

A box will pop up asking for your username and password. These are the same as the username and password that was assigned to you for our servers.

Click “Ok”.

The box will display the folders in your account.

Click on “Open”.

There should be three columns listed. On the far left will be “views” in the middle will be “Folder List” and the far right will be whatever page you have open. If you do not see “Folder List.” You will need to click on “View” button and then select “Folder List” option.

You can now edit and create your pages (see below if you want to just publish an exisiting page to your new, blank space).

When you are finished, and would like the page to be online, you just need to select “File” and then “Save As.” Name the file, and click “Save”.

If you have an exisiting page that you just want to publish, skip just the previous paragraph and select “File” and then “Import”. Now, select "From File" and locate the files you want to send.

 

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Q: Do you support Dreamweaver?
A: Yes, we do!

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Q: Do you support the publish feature of some web browsers, like Netscape?
A: Yes, we do!

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Q: How do I FTP my pages in?
A: Obtain an FTP client such as CuteFTP and login with your master username and password. You put your web pages in your "www" folder.

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Customer Care FAQ:CGI/SSI/PHP/ASP Related

Q: I just uploaded a CGI application and it does not work. What am I doing wrong?
A: Chances are you didn't make the file executable with the CHMOD feature of your FTP client. Here's some guidelines:

1. Always CHMOD your CGI scripts so they're executable.

2. Make sure they have a .cgi or .pl extension.

3. If your CGI script is a perl script, make sure it has a line at the VERY top of the script as follows:

#!/usr/bin/perl

4. Make sure you upload any CGI scripts in ASCII mode. Failing to do so will disrupt your carriage returns and the script will not run.

If you are unsure of any of these steps, please contact us.

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Q: How do I use SSI with Your-Site?
A: Simply name your file with a .shtml extension.

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Q: How do I enable PHP on my web site? What if I want to use version 3?
A: Any pages that contain PHP code should have a .php extension. Our default version is PHP4, so if you wish to use PHP3, name your file with a .php3 extension.

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Q: How do I enable ASP on my web site?
A: Web pages that contain ASP code should have a .asp extension, however you also need to have signed up for our ASP add-in service.

ASP is available for $7.50/month in addition to the normal monthly fee.

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Customer Care FAQ: Special Settings

Q: How do I setup a custom Error page?
A: Edit your .htaccess file at your top level directory in your document root, the same directory (www) as your index.html file. Inside this file, put a line in as follows:

ErrorDocument <errorcode> <filename or URL>

Example:

ErrorDocument 404 http://mydomain.com/404.html

The above line will cause 404.html to be displayed whenever a user requests a page that does not exist. If you do not have an .htaccess file, you may simply create one and upload it.

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Q: How can I add my own MIME type?
A: If you ask us, we would be happy to add almost any that we do not currently have already.

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Q: How can I make a password protected directory or otherwise restrict access to my site?
A: Use the AuthType directive in your top-level .htaccess file.

For more information on how to do this, we recommend this page.

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Q: How do I turn off directory indexes to a certain directory?
A: Use "IndexIgnore */*" in a .htaccess file within the directory you are trying to affect.

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Customer Care FAQ:Control Panel and Statistics

Q: How do I access my control panel?
A: Your control panel is available at

http://www.yourdomain.com/cpanel/email.cgi

Simply login with your master username and password.

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Q: If I want to setup more POP3 accounts or mailing lists than is allotted to my account can I do this and have you bill me?
A: Simply use your control panel to create however many POP3 accounts, etc., that you want and we'll bill you for them. You can avoid being billed for additional POP3 accounts, etc., by deleting any unused ones.

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Q: Where can I find my raw access log at?
A: Raw access logs can be found when you telnet or FTP into your account at /home/USERNAME/logs, replacing USERNAME with the username you use for access on our system

 

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Customer Care FAQ: E-mail Related

Q: When I try to send outbound mail through your server, I get a relaying denied message. What gives?
A: Be sure to CHECK your mail via POP3 first. Due to widespread Internet SPAM abuse, we are unable to operate an "open relay" that would allow anyone to send mail from our server. As such, we use what's called "POP Authentication based selective relaying". When you authenticate via POP3, your IP address is added to a list of IP addresses that are temporarily allowed to relay through us without restrictions. As long as you check your mail before sending, or at least once every few hours, you can be sure your IP address is in our list of allowed relay clients.

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Q: I keep getting a "login denied" or bad password error when I try to connect to your server to read mail with POP3. What am I doing wrong?
A: Be sure you use the username/domain syntax when you login. Example:

user/domain.com

Many ISPs and Web hosting companies require that your POP3 accounts actually use their domain. So when you request sales@yourdomain.com, they actually simply forward it to sales123abc@theirdomain.com. The sales123abc is necessary because each username at their domain must be unique. It is confusing to remember that in order to get your sales@yourdomain.com e-mail, you have to login as sales123abc.

With CyberPages, your domain is part of your username. This allows you to have whatever@your-domain.com without a confusing username tied to it. For sales@yourdomain.com simply login as sales/yourdomain.com.

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Q: I do not want catchall e-mail forwarding. Can I turn this off?
A: We can help you with this. Contact us.

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Q: I need to read my mail using Pine in the shell. Pine says it can't find my mailbox. How can I use Pine?
A: We have to perform a special setup so you can read mail with Pine. The only drawback to using Pine is that email forwarding and autoresponders that were created in the email control panel will be disabled on the master account. There is no charge for Pine set up. Contact us.

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