This Internet Provider Is managed by Midwest Telecom, DBA MTG Internet Services
Midwest Telecom Group, Inc Is A Registered Missouri Corporation
http://www.mtgtelecom.com / http://www.mwtelecom.net / http://www.supportzone.net / http://www.mwcc.us
GENERAL TERMS OF SERVICE & PRIVACY POLICY
1. INTRODUCTION:
MTG provides its Nationwide Internet Access, as they may exist from time to time ("Services"), to users who pay a monthly, quarterly, or annual service fee to subscribe to the Services ("Members"). By establishing an account, you agree to be bound by this agreement and to use the Services in compliance with this agreement, our Acceptable Use Policy and other policies. MTG Internet is managed by the Midwest Telecom Group, and headquartered in Central Missouri.
If you do not agree to the terms and conditions of this agreement, including any future revisions, we suggest you not use our Services. If you are a current Member, please terminate your use of the Services under Section 6.
2. SUBSCRIPTION REQUIREMENTS:
Members must be at least 18 years old. Local access dial-up numbers may not be available in all areas. You are solely responsible for determining if use of a particular dial-up number will cause you to incur long-distance, toll or other charges. MTG is not responsible for any long-distance, toll or other telecommunications charges you incur. Current prices for MTG Services are posted throughout our websites. These rates may also be obtained by calling (800) 868-1934 8am to 5pm weekdays, Central Standard Time. MTG reserves the right to change prices, policies and institute new fees and or policies at any time.
3. PAYMENT OBLIGATIONS OF A MEMBER.
Accepted payment methods are Visa and MasterCard
Approval required paying via AMEX, PayPal or Direct Checking Account or Savings.
A. Members must provide MTG with accurate and complete billing information including legal name, address, telephone number, and credit card/billing information. We accept Visa and MasterCard.
B. Report to MTG all changes to this information within five (5) days of the change. Members are responsible for any changes to their account, and making sure MTG has accurate, up to date payment and contact information at all times.
C. Members having questions regarding charges to an account should contact MTG Billing Via Support Ticket at www.supportzone.us or www.mwcc.us using the “Open a Ticket” Link provided. Phone support & Sales departments do not have sufficient privileges to handle these cases, and any attempt to do so would be rejected. You may also call the main office at 1-800-868-1934 and leave a message for a manager.
D. Member agrees that any payment concerns, discrepancies, or grievances will go through MTG first. Member will be solely responsible for any penalties, chargeback fees, and surcharges from the card issuing our merchant processing bank.
E. Should a member refuse to pay any negative balance or dues, MTG reserves the right to report all negative balances to Equifax, Trans Union, Experian, TeleCheck or ChexSystems as Key derogatory.
F. Surcharges – User is subject to the following surcharges as one time or monthly depending on case.
a. Local CLEC & ILEC Tariffs & Universal Line Charges – Varies. $0.00-.$0.86 depending on phone carrier and carrier network.
b. Setup Fees – a $1.95 to $5.95 setup/upgrade fee may apply on your account. (per service activated)
c. Chargeback Fee - $25.00 For Visa, MasterCard, $35 for AMEX, $30 for ACH or Check Drafts Returns
d. Non Sufficient Funds (NSF)- $25.00
e. Credit Card Declines - $1.95 on Re-bills past 2nd attempt. Up to 2 re-bills per payment cycle. 1st time occurrence will be at no charge. System performs monthly cycle charge on 22-24th of month, and tries up to 2 times automatically before marking account as unpaid. Once account is marked unpaid, rebill fees apply.
f. Suspension Release Fee - $5.95 one time fee for accounts manually unsuspended, for non payment of more than 3 days past final due date.
g. Custom billing dates: a $3.00 surcharge on our internet service rate for a custom billing date as a convenience fee. Please note that custom billing dates have no grace period so if payment declines, account is automatically marked for suspension after 2nd attempt to collect payment. Only custom billing dates allowed are the 3rd and 15th of the month. Dates between the 24th and 28th of the month for custom pay dates will incur a $1 surcharge since these dates will not go into the next month without being paid.
4. CREDIT CARD & DIRECT CHECKING/ SAVINGS ACCOUNT PAYMENTS:
All credit card payments will be processed as MTG Internet Services.
All Visa, MasterCard and AMEX charges are automatically billed to the member's credit card on the day of sign up and the 23rd day of each month until the account is cancelled. Payments are collected on the 23rd to prepay for the upcoming month. This allows us up to 7 days to receive the cleared funds. Customer will be notified by e-mail on any payment declines, and allowed 2 days to fix before phone calls start to secure funds.
All ACH Payments will be processed at Midwest Internet. ACH Payments are initiated on the 20th of the month. If payment is returned as non sufficient funds (NSF), we reserve the right to re-bill for payment 2 additional times, and a $25 surcharge will apply. There are no exceptions.
Past due accounts that are not brought current within 5 days of the notice of suspension are subject to possible account termination. There will be a $10 Re-Activation Fee on any accounts terminated then later re-activated. All payments are non-refundable, there are no refunds expressed or
implied with this service. The company listed on the credit card statement will be MTG Internet. MTG will not be responsible for any charges or expenses (e.g for overdrawn accounts, exceeding credit card limits, etc.) resulting from monthly service charges billed by MTG. This would be on your bank and your agreement terms on your account whether or not they honor payments that are processed, even when you do not have the funds available.
5. TERM OF AGREEMENT:
Continued use of the services constitutes acceptance of this agreement and any future versions. If you are dissatisfied with the Services or any related terms, conditions, rules, policies, guidelines, or practices, you’re sole and exclusive remedy is to discontinue using the Services by terminating your account.
6. CANCELLATION:
MTG DOES NOT ACCEPT PHONE CANCELLATIONS OF SERVICE.
You may terminate your account at any time and for any reason by providing notice of intent to terminate to MTG by:
A. Mail: Send a Letter In writing to MTG with Your Username & Password. Please include the reason for cancellation.
MIDWEST TELECOM
PO BOX 220582
ST. LOUIS, MO 63122
ATTN: ACCOUNT MANAGEMENT
B. Cancellation Support Ticket: Send a cancellation ticket through the support site at
www.supportzone.us . NO PHONE CANCELLATIONS WILL BE ALLOWED.
**OPTION B IS THE FASTEST, MOST SECURE & RELIABLE MEANS OF ACCOUNT CANCELLATION.
Cancellations are processed on the 20th of the month. Cancellations received after the 20th are processed in the next month’s cycle, and customer is still liable for service for the next cycle. Do not submit multiple times because you did not receive a confirmation cancellation the next day, because we don’t process cancellations everyday. (ALL CANCELLATIONS ARE PROCESSED ON THE 20th OF THE MONTH) If you have not received confirmation of your cancellation by the 21st, call management at (314) 200-4200. Do not call the customer service line, because the customer service department does not forward calls.
To protect you and for security purposes, all requests for cancellations or changes will require your user name and password. MTG may terminate this agreement, your password, your account, or your use of the Services, for any reason, including, without limitation, if MTG, in its sole discretion, believes you have violated this agreement, our Acceptable Use Policy, or any of the applicable user policies. MTG will provide a termination notice to you by: email addressed to your email account. All notices to you shall be deemed effective immediately. Sections 3, 9, 10, and 12 of this agreement shall survive termination of this agreement.
7. ACCOUNT, PASSWORD, AND SECURITY:
You must keep your password confidential so that no one else may access the Services through your account. Sharing your account is prohibited, your account is for your exclusive use only. You must notify MTG immediately upon discovering any unauthorized use of your account.
8. EXTENT OF USE / ACCEPTABLE USE POLICY:
An account marked as Unlimited or UNMETERED access does not constitute a dedicated connection. MTG intends it to be for an unlimited amount of time "manually" making use of the connection (ie: a individual human being sitting at a computer). This service is intended for reasonable personal use, and we do not allow consistent business use. MTG employs a 10 minute inactivity timer as well as a 4 hour network cutoff timer to ensure fair access to all customers. Anyone attempting to remain on line continuously by automatically redialing after being disconnected may be cancelled in order to protect our network resources and maintain Service availability for others. Our network is audited on the 10th, 15th, and 20th, to monitor average usages and limit risk of abuse.
A “Usage Cap” may be enforced at any time on any network. On a usage monitored account, if the username is user@dialpop.net , user is expected to use less than 150 hours per month, which is 5 hours per day, everyday. If the account is specified as unmetered, a soft cap of up to 300 hours per month , which is 10 hours per day, everyday. If the account is any other domain/realm other than @dialpop.net or @dialstream.net, the allocated allowance is up to 8 hours per day average each calendar month. Monthly time allocation and billing cycle resets at 6PM CST on the last day of the calendar month. (24:00 Midnight GMT -0). As of January of 2008, the national average dialup user is physically at their computer, online for around 1.5 hours per day, hence usage of more than 3 times in a day or more than 135 hours in a month will initiate an audit of time online.
Usage is expected to be attended usage, which is defined as physically sitting in front of a PC. This factor, along with the fact that we do not allow business use on our ports, we have certain expectations on usage. The average person with normal life activities such as school, work, sleep, and other functions would normally not have time to be online more than 5 hours a day. Usage higher than such will result in a manual audit of your usage. We, and our carriers, have the right to monitor, restrict, or deny service considered to be dedicated, or excessive, due to leaving the internet port open and not physically used.
Additional Realms & Usage Caps:
Each Realm Below has both usage & Network Restrictions.
The realm is the "ending part of the username" Example: username joe@dialpop.net - realm is @dialpop.net
@dialpop.net – 150HRS Networks 1-3 Access to main office and online support only.
@myworldnet.net – UNMETERED* Networks 1-6 & Access to Toll Free Helpdesk, Main Office and Online Support.
@dialstream.net - 150HRS Networks 1-3 Access to main office and online support only.
@gotfaith.cc – 250HRS Networks 1-3 & Access to Toll Free Helpdesk, Main Office and Online Support.
@ccisp.org – UNMETERED* Networks 1-6 & Access to Toll Free Helpdesk, Main Office and Online Support.
@mwcc.us – UNMETERED* Networks 1-6 & Access to Toll Free Helpdesk, Main Office and Online Support.
@eccodial.net – 150HRS Networks 1-2 Access to main office and online support only.
@mtgweb.net - UNMETERED* Access to Networks 1-3 and Access to Toll Free Helpdesk, Main Office and Online Support.
NOTE: Some customers with accounts that are defined as anything other than UNMETERED, are older accounts created through a promotion, or through an ISP that MTG has acquired in the past. These accounts have grandfathered-in attributes, and can only be changed through an account upgrade. An account upgrade fee of $5.95 will be charged before upgrade takes place.
A “Management, Agent, or Affiliate coupon” is issued for the purpose of singing up for an identical account of the customer or client given the referral ID. These accounts are normally have specific features that supersede any on the ISP website.
Coupons beginning with 8#### = Management Issued Coupon
Coupons beginning with 3#### = Basic Authorized Agent Coupon
Coupons beginning with 2#### = Master Distributor Coupons
Coupons beginning with 6#### = Affiliate / Authorized Online Agent Coupon
9. EMAIL USE AND SPAM:
Email accounts are limited to 10MB in terms of storage. It is suggested that Emails be downloaded each time mail is fetched and stored on the server for no longer than 60 days. MTG is not responsible for any email that is lost.
Using a MTG account for the purposes of sending SPAM is prohibited. Tampering with the return address or route report on an email message or Usenet newsgroup is prohibited. Anonymous transmission of any sort is prohibited.
SPAM is defined as any unwanted and unsolicited transmission of data through email and UseNet newsgroups. It includes but is not limited to: advertisements for goods or services, chain letters and multi-level marketing, off topic postings to mailing lists or newsgroups, any message sent to more than 5 newsgroups or 3 list owners.
Any violations will be considered a breach of this agreement and will result in the immediate cancellation of all services without warning.
10. AVAILABILITY OF THE SERVICES:
MTG may change its POP numbers at any time. MTG reserves the right to direct Members to use certain numbers to access the service or to restrict use of specific access numbers. User names, passwords and email addresses are MTG's property and MTG may alter or replace them at any time.
11. THE MTG INTERNET OATH OF PRIVACY:
MTG will not give out your email address and/or personal information to any 3rd party entity, with the exception that if MTG is acquired, it may have to provide this information to the purchaser of the business so they can continue providing service to you.
12. DISCLAIMER OF WARRANTIES and LIMITATION OF LIABILITY. EXCEPT FOR CERTAIN PRODUCTS AND SERVICES SPECIFICALLY IDENTIFIED AS BEING OFFERED BY MTG.
MTG does not control any materials, information, products, or services on the internet. The internet contains unedited materials, some of which are sexually explicit or may be offensive to you. MTG has no control over and accepts no responsibility for such materials. You assume full responsibility and risk for use of the services and the internet and are solely responsible for evaluating the accuracy, completeness, and usefulness of all services, products, and other information, and the quality and merchantability of all merchandise provided through the service or the internet.
The services are provided on an "as is" and "as available" basis. MTG does not warrant that the services will be uninterrupted, error-free, or free of viruses or other harmful components. MTG makes no express warranties and waives all implied warranties including, but not limited to, warranties of title, no infringement, merchantability, and fitness for a particular purpose regarding any merchandise, information or service provided through MTG or the internet generally. No advice or information given by MTG or its representatives shall create a warranty. MTG and its employees are not liable for any costs or damages arising directly or indirectly from your use of the services or the internet including any indirect, incidental, exemplary, multiple, special, punitive, or consequential damages. In any event, MTG's cumulative liability to any member for any and all claims relating to the use of the services shall not exceed the total amount of service fees paid during a one month period.
13. INDEMNIFICATION:
Customer agrees that it shall defend, indemnify, save and hold MTG harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney's fees asserted against MTG, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, its agents, employees or assigns. Customer agrees to defend, indemnify and hold harmless MTG against liabilities arising out of: (1) Any injury to person or property caused by any products sold or otherwise distributed in connection with MTG's server; (2) Any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party; (3) Copyright infringement and (4) Any defective products sold to customer from MTG 's server.
14. AGENT REFERRED CUSTOMERS
If subscriber was referred to MTG by an Affiliate or Authorized agent, please keep in mind that the agent’s sole partnership with MTG is to offer internet services, and to provide initial setup assistance with the account.
By subscribing to an agent, agent is not to be held liable for anything whatsoever, to include access to services, suspensions or terminations, clerical updates to account, or account terminations. It is the customer’s sole responsibility to use the proper channels to contact and utilize support ticket services and phone support with MTG in regards to the account.
Authorized Agents, however, are authorized, but not obligated, to submit requests or changes on your behalf.
15. UTILIZATION OF SUPPORT & BILLING CHANNELS
By default, if customers request for support does not relate to actually connecting to the internet, customer must use the support ticket system, and allow up to 24 hours for resolution. If request is sent after 3PM CST, request must be allowed until 9AM CST the following business day for resolution. Most support tickets are handled within 30 minutes of receipt.
For customers that cannot access the internet and your account is paid up and active, it is asked that you use the Self-Help guide first to make sure that fault for inability to access the net is not on PC/customers end. This significantly reduces wait time. 80% of Support related issues are customer end, and due to improper login/format or incorrect usage of access numbers. Once this is determined, please call customer service at 1-877-701-1108.
All billing, cancellation, domain, web hosting or acceleration account issues must go through the online support system first. Standard support resolution times will apply. The main office handles these account changes in the ordered received, and phone calls will not expedite these requests.
Our customers are encouraged to contact the main office directly when they feel that customer service has improperly handled their issue against policy, or was not friendly. But, we do not encourage attempts to skip the chain of command, and always call the main office or management when they have a concern. You may contact a manager anytime by e-mail, but excessive phone based inquiries may result in loss of free phone support privileges, or a $3.00 monthly fee will be added to your monthly service charges.
Support tickets and phone support for technical assistance are solely to be used setup internet services. Once the issue has been concluded to be a hardware customer end problem, and you have been referred to consult with a reputable computer technician, we are no longer responsible for technical issues until these problems have been addressed. We will not provide general computer support by phone. All calls are monitored, and calls that go in depth on general computer problems not related to your internet service will result in dedicated phone support charges.
16. RIGHT TO AMEND TERMS OF SERVICE
This agreement, and MTG's other user policies posted on MTG's Web site constitute the entire agreement between you and MTG with respect to your use of the Services.
MTG may revise, amend, or modify this agreement, and any other user policies and agreements, at any time and in any manner without prior notice. All amendments are made affective immediately unless otherwise notified.