3. Can
I check my email online?
dctnet.net provides an online web mail system, that
allows you to check your email from a web browser. You do not have to
configure a separate email client (such as Microsoft's Outlook),
though you will not be able to read your mail offline. You can also check
your email while you are away from your regular computer.
To use our web mail system go to this address:
https://webmail.starnova.com Type your full email address and password of the
account you want to check.
4. Is Technical Support available?
Yes. Technical Support is available through phone
or email. For Technical Support services, call (866)892-6165 (a toll-free
call). An automated response system will list current outages in the starnova.com
system. Or you may choose to leave a message, and a technician will return your call as soon as possible.
For additional information regarding hour of operations for technical support click here
5. Can
I see billing information online?
You can use our secure online User Services system
to see billing information and update your contact information, whenever
you like. Click here to go to the page. You will need to provide your
main account email address and password to enter in to the User Services area.
6. How
can I change my account password?
Password changes, both for the primary account, and
additional email addresses, can be changed at the User Services page.
To change the primary account password (including login and email account),
click on the Password link on the left side of the Customer tab.
7.
How can I get billing assistance with my dctnet.net account?
In most cases, you can find the answer to your specific
billing question fastest online, through the use of our online User Services
page, such as when you last paid for your Internet service, or to add
or remove additional email accounts.
To change your Internet account payment
method, please call the billing center at (866)892-0161 (a toll-free
call).
You may also email billing questions to
billing@starnova.com. This is often a good course of action if you have
a question you want a response for, but do not need to have answered immediately.
Most questions are answered within 2 business days.
8. What is your cancellation policy?
All of our users are important to us, and we hope
you continue to use dctnet.net for a long time to come. However, there
are occasionally offers that seem too good to pass up, or an issue we
cannot resolve to everyone's satisfaction. A user who wishes to cancel
their service may call our billing center at (866)892-0161 (a
toll-free call) and speak with a representative. Or,
email us at billing@starnova.com. Email requests may be returned with a
phone call verifying your choice to cancel service, and to see how we
can better serve our future users. Cancellations are effective as of the receipt of the notice.
No refunds are made for the current month of service.
9. What are your Credit Card Billing Procedures?
All new credit card billings are done annually.
All billings are done on your billing date. The customer's rebilling date is the day of the month on which the customer's account is created. (For example, if the customer starts service on July 1, Monthly billing will occur on July 1, August 1, September 1, etc.)
All customers are re-billed automatically each successive period until they notify Starnova LLC - dctnet.net to change billing, discontinue service, change credit cards, etc. It is the responsibility of the customer to notify Starnova LLC - dctnet.net of any of these changes prior to the next rebilling date. Please email all cancellations to billing@starnova.com or call our Billing Department at (866)892-0161.
If a customer calls after his or her rebilling date, service will continue through the next rebilling date.
Customers who have credit cards that are declined, lost or cancelled must notify the Billing Department at Starnova LLC - dctnet.net in order to avoid interruption of their service. Starnova LLC - dctnet.net will make its best effort to notify customers by email about credit cards that did not run correctly. However, it is still the responsibility of the customer to contact the Billing Department about any credit card changes or problems. Charges are incurred based on the customer's rebilling date. For any amount of time the account is active after the customer's rebilling date, the customer will be billed based on full month increments.
Any account that is forwarded to our collection agency for further action will incur a $25.00 collection fee.
10. Do you offer Email Billing
If a customer is directly billed via email, payment is due in advance of the customer's billing period.
If a customer would like to terminate service, the customer must contact the Starnova LLC - dctnet.net Billing Department otherwise, service will be continued and payment will be due. please the the User service agreement for terms.
dctnet.net charges a $25.00 returned check fee.
Please mail payments according to our contact us page
To make payments by credit card, please pay online via my account or call our Billing Department at (866)892-0161. Starnova LLC - dctnet.net accepts Major Credit Cards and echecks
Any account that is forwarded to our collection agency for further action will incur a $25.00 collection fee.
11. Is your email HIPAA compliant
You may NOT use our Services for hosting "protected health information" under the federal HIPAA law and related regulations. Other hosting providers may specifically price and offer "HIPAA compliant" hosting services, which typically are more expensive, and involve the hosting company signing a "Business Associate Agreement."" We do not offer any such service at this time.
