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Categorized under: General Notification, Survey

Customer Survey Now Live – We Want Your Feedback

Each year valuable insights come from interaction with customers that help shape the way PEAK delivers its variety of services.  Most of these insights come from spontaneous, action-driven activities such as support calls, in office tasks (paying bill), or online channels (blog, chat, email).  We get such great information during these customer interactions that we only plan one major customer feedback initiative each year, our annual customer satisfaction survey.

Click here to take survey

Questions on this survey range from basic geographic and service demographics to future initiatives and overall service quality/satisfaction.  Each year this survey is our blueprint on which we build our customer outreach and business planning for the next year.  Services such as DirecTV, SOS Online Back-up and Online Chat are all a result of the feedback we’ve received from customers in the past.  Other objectives like increasing technical support training and network equipment investments are also initiatives that we started from the input on the survey.   Accordingly, I am glad to see the overwhelming participation and honesty in our survey each year.  As a customer you have a good deal of influence over the service we provide. Remember, we’re listening!

Last year we received over 800 responses to the survey and a great deal of information. In 2010, we want to top this figure and get more information that will help PEAK become the provider that gets you the service you need.  This year when you take the Customer Survey you are automatically entered to win one of several prizes, including a year of free internet service or a new iPod Nano.

Thanks for your help, keep the comments coming!

Click here to take survey

New features and functionality announced for your Clear Access modem

clearaccessAbout a year ago PEAK made the decision to make modems from Clear Access its primary customer premised equipment (CPE) for DSL customers.  This decision was made because Clear Access provided a higher quality device that offered the promise of added value through expanded services for customers.  Over the past year some of these features were released, providing simplification to the increasingly complex home network.  Over the next month, we would like to showcase some of the impressive functionality Clear Access is building into its devices that will soon be available to you.

Face it – you’re no network administrator.  Even if you were, the last thing you want to do when you get home is troubleshoot your daughter’s Internet connection or figure out why your latency is affecting your gaming on Xbox Live.  The complexity of today’s home networking is rapidly increasing; and with the introduction of so many Internet-enabled devices around the home it’s only getting worse.

The Clear Access modems, offered by PEAK Internet, offer a complete home networking solution so you can relax and enjoy the technology coming into your household.  Through a “connected home” concept, the new modem has the ability to provide Managed WiFi, Parental Internet Controls, Home Monitoring, and Home Network Optimizing.  In addition to these offerings, Clear Access will soon provide integrated services with other organizations to bring home Power Monitoring through Smart Grid technologies, Online Backup from Carbonite, Online Device Management (printers, etc.), and control over other bandwidth enabled services.

This is a lot of information and too many promises to deliver on in just one article, so the one takeaway is to stay tuned for more information coming out about the next generation of releases.  If you haven’t already tried them yet, several of the new services are already available.

clear-manage-wifiManaged WiFi:

New modems from Clear Access offer a Managed WiFi service that can be enabled at your request.  This lets a trusted PEAK support agent create a secure wireless broadcast with a password so unknown users aren’t accessing your network.

clear-time-blockTime Blocking:

The Time Blocking feature allows you to set limits on your devices that access an Internet connection.  If you are interested in implementing limits on computers, gaming consoles, or other devices, this feature will do the trick.

clear-time-blockParental Controls:

Content filtering allows you to set which websites and general content are allowed to be viewed on your connection.  If you need a layer of control on your connection, this is a good place to start.

Of all the features mentioned, I am most excited about the Home Control Panel for devices and integration with Application Partners.  I don’t have descriptive details yet, but from what I have seen it will provide an enriched Internet experience.

In brief, the Home Control Panel gives you an easy listing of all the devices accessing your network and all the services you are using (time blocking, parental controls, WiFi).  You are then able to take actions based on your services.

The Application Partners feature allows you to have access to a network of different services all in a portal format.  This interface will give you one screen to manage all the different home computing services you utilize.  Services like Online Backup, Home Security Monitoring, and others are planned as part of this offering.

Thanks for tuning in.  We’ll be using and reviewing these services in-depth and reporting back via PEAK Chat, so check back for additional information. If you would like to see a sample of these services, come into the PEAK office and try it out.

Categorized under: DirecTV, Marketing

FCC decision in Blazers favor marks positive movement for DirecTV

Where have the Portland Trail Blazers gone on TV?

Unless you currently subscribe to Comcast for television service, it is unlikely that you have been able to watch many Portland Trail Blazers games this year.  So why can’t you watch the games on Fox or ESPN? This is due to an exclusive programming contract Comcast SportsNet Northwest holds with the Blazers that lasts for 10-years, starting in 2007.  The result of this contract has been a relative blackout from other television providers, unless they are willing to pay the exorbitant fees Comcast is requiring (which a few have opted to do).

It is clear that the Blazers would like a, “do-over” with regards to this contract.  They have made repeated demands to rework the contract and recently requested that Comcast share the Blazers programming via internet streaming offers.  However, we have seen no progress – until now.

In a sign that the Federal Communications Commission (FCC) is noticing some of the anti-competitive tactics that Cable and Satellite television providers are using to gain market share, the FCC voted January 20th to close a “loophole” that allowed cable operators to withhold local sports programming from competitors.  This action apparently doesn’t affect the current state of affairs in Portland (and is largely unrelated), but will free up other markets where other television providers have employed similar tactics with local sports teams.  This action shows some increased scrutiny by the FCC in the dealings of television providers around the country. We hope it means more access to Trail Blazers games in the near future.

As a DirecTV dealer and supporter of our Oregon sports teams, we are very interested in seeing negotiations between Comcast and the Trail Blazers occur with a fan-friendly outcome in mind.  At PEAK we feel very strongly about providing quality services (like the Internet service we provide), thus we strive to ensure DirecTV is providing the best service available and this includes access to your local sports team programming.  DirecTV has been very responsive to our frequent inquiries about Trail Blazers programming, but unable to offer many comments other than that the pricing for Comcast SportsNet Northwest is prohibitive within the current DirecTV customer pricing (in other words, they would need to raise their prices).

So if you are a Trail Blazers fan and are frustrated by the lack of access to their games over the past two seasons, please understand it is a high priority item for PEAK as well.  In all the lobbying influence we have at our disposal with DirecTV we are asking for Trail Blazers.

In an effort for disclosure – as it stands today, satellite providers Dish Network and DirecTV can offer Comcast SportsNet Northwest to customers.  Unfortunately, Comcast SportsNet Northwest has been priced so that the satellite providers have not elected to purchase the programming.  Comcast in no way has denied access to any interested provider, but has chosen to restrict access to only subscribing providers.  The Trail Blazers are negotiating within the means of the their contract to explore ways to more effectively offer the Trail Blazers content.

Categorized under: Uncategorized

Regulatory Cost Recovery Fee

Starting in February of 2010 a monthly “Regulatory Cost Recovery Fee” will be added to your bill, initially in the amount of $0.75. This fee applies only to customers that are using “Access” services (i.e. DSL, Dial-up, and some other connections).  Please note that this fee is being added to help with the increasing costs of various taxes and fees PEAK gets charged each year to access the network facilities associated with Internet services.

Traditionally PEAK has absorbed these fees and has not altered service pricing, thus making this additional cost invisible to customers. However, as these costs continue to rise, it has become necessary to begin offsetting these charges in order to maintain the high quality service PEAK promises to provide.

We were careful in our approach to this fee and decided to make it a separate line item on your bill, similar to what your utility bill may already reflect. This way, we hope you understand that this isn’t a price increase adding to PEAK’s profits, but rather a fee that is being collected to offset our regulatory expenses and taxes each month.

If you are interested in discussing this matter please call us at 800.731.4871 or comment on this post; and again, thank you for choosing PEAK for your Internet service needs.

New Spam Filtering System

Ready for a spam blocking upgrade?  I’m happy to announce that PEAK will soon be upgrading to the Red Condor Spam Filtering service starting in February.  Red Condor offers a set of different features and a sleek new interface that should make navigating your spam console easier.

Red Condor is a next generation email security system that eliminates unwanted email without the need to continuously monitor and adjust spam filters. With no intervention from you, your spam problem simply disappears.

Red Condor is a next generation email security system that eliminates unwanted email without the need to continuously monitor and adjust spam filters. With no intervention from you, your spam problem simply disappears.

Red Condor also offers better filtering abilities than the current Barracuda system and will provide capacity for the ever-increasing proliferation of spam.  This investment in upgraded services is the latest effort from PEAK to provide premium email service to customers, so accordingly look for this effort to continue (remember: new email system coming soon).

The battle against unsolicited and malicious email (spam) is a constant and ongoing part of providing email service to customers.  This is a tough fight, with over a million messages delivered each day to PEAK domains. Around 90% of those messages are spam (you may notice them being blocked by the Barracuda Spam Filter). This figure drives the PEAK engineering team to stay vigilant, constantly monitoring the email platform and making upgrades as necessary. This is a timely upgrade and I’m certain you will all enjoy the improvements that Red Condor offers.

The Red Condor system provides a familiar interface to most email clients, the difference being that Red Condor contains messages caught by the filter and not delivered to your PEAK mailbox.  To view blocked messages, delete, or release messages you simply need to log in to your Personal Dashboard with your PEAK credentials.  From there you may navigate and configure your settings.

Here are some resources provided by Red Condor that will help you learn the new system (note: these links will navigate you away from PEAK’s blog site).

Flash Video:

Personal Dashboard – (3 minutes, 5 seconds) (recommended for Broadband users)

Spam Digest – (1 minute, 8 seconds) (recommended for Broadband users)

Manuals:

Personal Dashboard User Guide (online) (recommended for Dial-Up users)
Personal Dashboard User Guide (pdf)
Personal Dashboard FAQ (online) (recommended for Dial-Up users)
Personal Dashboard FAQ (pdf)

Remember the transition to Red Condor will begin in February. You will notice a different set of “Spam Digest” emails from Red Condor when your email account has been migrated.

M. Laport

Categorized under: Support, Technical Support

Oregon’s New Area Code

As the countdown draws closer, we wanted to give one more mention of the new Oregon area code that is set to be introduced on January 10th. The new area code, 458, is set to augment the entire 541 area code that is already in place in southern, mid, and eastern Oregon. The addition of the new area code brings about the requirement for ten digit dialing for all local calls (541/458‐xxx‐xxxx) and will take effect in January 2010.

What does this mean for your Internet and telecommunications services? At PEAK, this means that if you connect to the Internet through a Dial‐up connection, you will need to update the area code section of your connection settings (either 541 or 458). Otherwise you will most likely receive an error when dialing.

Here’s how to make the change on your computer.  If you need help updating this prompt, don’t hesitate to call and ask for help.

Note: There may be slight differences in different versions of Windows, but here is a simple way to update the Dial-up phone number in Windows XP.
First click on the Start button. About half way up the menu should be Settings.  Inside the Settings menu, you should be able to select Control Panel.
image001
Once inside the Control Panel, there should be a large number of icons.  If you do not have a bunch of icons like the picture below, click on “Switch to Classic View” on the far left margin.  Now that you have all the icons we want you to double click on Internet Options.
image002
From the Internet Options window, click on the fifth tab over. It should be labeled “Connections”.  Under the Connections tab, it will show any and all Dial-up connections you have on your computer.  The PEAK Dial-up connection may not be labeled PEAK as shown in the picture below, but there should be something there.  If you have more than one Dial-up connection, you will want to select the connection that is listed as “Default”.  Once you have clicked on the PEAK (or the “Default”) connection,  click on the “Settings” button that is down and to the right.
image003
Here in the settings window, you should have your PEAK user name and password listed.  Your password may not look like it is the correct length, but should be fine. Just click on the “Properties” button next to the user name, and a new window should pop up.
image004
The Properties window should show the current phone number you use to dial. Just add 541 in front of the current number that is listed and you are all set. Make sure to put 541 in same field as the rest of the number. Do not check the “Use dialing rules” box.  If 541 is already in the correct field, you do not need to add it again. You can use spaces or dashes in the phone number, but it is not required.  Once you have added the 541 to the Dial-up number as seen below, click “OK” at the bottom of the window.
image005
Now, you should be back able to click “ok” on the next screen, and “ok” again on the next screen.  And now you are back to the control panel.  Just close out of the control panel, by clicking the red “X” ad the top right of the window.
You are now all set to dial-up to the internet using the fill area code.  Well done and if you had any trouble following this guide of if you experience any error’s after updating the phone number please give us a call at 1-800-731-4871.
You should now be able to click “OK” on the next window, and “OK” again on the last open window of this type. You should now be back to the Control Panel.  Just close out of the Control Panel by clicking the red “X” at the top right of the window.
You are now all set to dial up to the Internet using the full area code.  Well done. If you had any trouble following this guide of if you experience any errors after updating the phone number please give us a call at 1-800-731-4871.
Categorized under: Support

Configuring your mailbox applications

The mail server upgrade may make it necessary to update your mail application settings to connect with PEAK mail servers and receive mail.  Please utilize these screen shot guides as a way reconnect your computer to your email.  Note: these guides are only necessary if you are using an email application such as: Outlook, Thunderbird, or Apple Mail.

In these guides, where you see “vmail01.peak.org” for the server addresses, you should use: mail.actionnet.net

Using POP to read your mail:
POP (Post Office Protocol), which most people use, downloads mail to your computer to read, where you can keep as much of it as you want, but you can only access it from one computer. We frequently have people complain about missing mail, only to find that they left another computer running a pop mail client and it fetched the mail there instead of the one they wanted it on. If you only need to access mail on one computer, this is the simpler solution however:

  • Thunderbird
New account
Update existing account
  • Outlook
New account
Update existing account
  • Apple Mail
New account
Update existing account
Using IMAP to read your mail:
IMAP (Internet Message Access Protocol), increasingly common, is a more complex protocol that leaves your mail on the mail server, where it can be accessed from multiple computers, even at the same time. It is more flexible, but you are limited on how much you can leave there, and will still need to move it to your local computer if you want to keep it indefinitely (otherwise, you’ll eventually run out of room on the server):

Thunderbird
New account
Update existing account
Outlook
New account
Update existing account
Apple Mail
New account
Update existing account

Note that because of the completely different message management involved, most mail clients can’t switch an account from one type to the other. If you want to switch, you need to delete (or disable) the old account configuration in your mail program and add (or re-enable) the new one.

Categorized under: Support, Technical Support

ActionNet Email Upgrade

To Actionnet.net email users -

Dont Forget to change your username and check your password.

Don't Forget to update your user name when logging in to the new system. You must have: "@actionnet.net" as a part of your whole user name.

(setting changes and actions involved in this migration only affect actionnet.net users and not other current PEAK administered email domains)

Thank you for your continued patronage as a PEAK Internet customer. As part of an ongoing effort to provide quality services for customers, PEAK will be upgrading the email system that is currently providing your service.  It is expected that this process will be seamless and your current email and contacts will be preserved.  Please note the important access changes in this note:

  • PEAK will be migrating from the current mail system to an upgraded mail platform.  This upgrade will provide added stability, ease of use, and improved user-interface.  The exact date for this transition will be December 2nd, 2009.  Your archived mail will be migrated soon after the account transition.
  • To access your mail after December 2nd, you must use your complete customer username to log-in.  As an example, rather than using “user124,” you must now use “user124@actionnet.net.”
  • During this process, all easily exploitable passwords (less than six letters, no special characters,
    If you arent able to log into your account, try adding the added text from your notification email.
    If have trouble logging into your account, try appending the text included in the notification email from PEAK to the end of your password.

    etc.) will be reset with the appended text originally sent in the notifying email message.  After you log-in using this new combination, your password needs to be changed.  You may do this by accessing: http://zmail.peak.org/ with your updated account information, clicking on “Preferences,” then “General,” and “Change Password.”  Note:  weak passwords are being actively exploited by spammers.  This step is being taken to prevent the threat of account hijacking and subsequent fraudulent activity.

  • Please select a password with at least eight characters that includes digits, uppercase letter, lowercase letters and special characters (such as those above the digit keys on your keyboard).
  • General mail settings:
  • Email account name:     user@actionnet.net
  • IMAP or POP server:     mail.actionnet.net
  • SMTP Server:                    mail.actionnet.net

If you want to connect to the mail server in a more secure manner, using TLS or SSL, then use http://zmail01.peak.org for IMAP, POP, and SMTP servers so that the security certificate will be properly identified by the mail server. This is highly recommended for users accessing the Internet via a wireless connection and recommended for all email users. 

For more information, a short guide on setting your advanced security options.

For more information on updating your mail application, visit our guide.

Thank you for your cooperation during this upgrade and please understand that your complete satisfaction is our first priority!  If you have any difficulties or questions about the transition, please call PEAK at 800.731.4871 for support.

Remember! PEAK Internet is a full service provider, giving you a wide range of Internet-related service choices for your home or business.  In addition to our reliable emails services, we offer high-speed DSL, and a variety of hosting services.  Please feel free to contact us for more information on any of the services we offer.



Advanced Security Settings for PEAK Email

*The username must have “@actionnet.net” as part of the username. If you want to connect to the mail server in a more secure manner, using TLS or SSL, then use zmail01.peak.org for IMAP, POP, and SMTP servers so that the security certificate will be properly identified by the mail server.

It is recommended (if you are using a wireless connection, we *strongly* recommend) that you change your settings to:

POP/IMAP (’incoming’) server: zmail01.peak.org – port 995 (POP3S)/993 (IMAPS  *SSL required

SMTP (’outgoing’) server: zmail01.peak.org -  port 587, *TLS required

(some older Outlook versions may require port 465, SSL required instead, but 587 is preferred if possible)

The servername is required to be zmail01.peak.org in order for your mail program to properly verify that it is connected to the right mail server and not an imposter

Categorized under: Support, Technical Support

Dialup Change Over Instructions

As 2009 winds down, I wanted to give one more mention of the new Oregon area code that is set to be introduced in 2010. The new area code, 458, is set to augment the 541 area code that is already in place for the mid, southern, and eastern portions of Oregon.  What does this mean for your Internet and telecommunications services? At PEAK, this means that if you connect to the Internet through a dial-up connection, you will need to update the area code section of your connection settings to 541. Otherwise you will most likely receive an error when trying to connect after the new area code gets introduced.

Instructions:

  1. Open Internet Explorer
  2. Go up to the top of the browser and locate Tools, left click.
  3. Go down to Internet Options (this will be at the bottom), left click.
  4. Internet Properties Box is now showing, at the top you will see a number of “Tabs” find the Connections Tab and left click.
  5. Find the Peak connection in the white box below labeled “Dialup and Virtual Private Network settings”, left click your connection then look to the right and left click “Settings” (found below Add and Remove)
  6. Now next to the Account name you will find a “Properties” Button, left click.
  7. Left click at the beginning of the dialup number listed before you, if you are not at the very beginning please use your arrow key to the left until you are at the beginning.
  8. Now type in your area code (541,458) you do not need spaces, hyphens, or parentheses.
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About Me

logoPEAK Internet is a full-service Internet provider, dedicated to delivering fast, reliable and inexpensive connectivity while providing the best technical support. Based out of Corvallis, Oregon PEAK was one of the first ISPs to bring DSL access to the Mid-Willamette Valley and Central Coast, and it continues to lead the way in making new access ...