MegaNet Customer Support
Live Telephone Support is available during normal business hours (Mon - Fri 9am - 9pm, Sat - Sun 10am - 7pm). Tech Support is divided into two main groups with Residential and Commercial divisions. Each division has several levels of escalation. When a customer contacts the helpdesk first level technicians will answer the call and try to resolve the problem immediately. Should the call require escalation a helpdesk ticket will be opened. The technician will need the following information to open the ticket.
Contact Name
Contact Number
Contact Email Address (optional if contact requires email updates on ticket status versus voice calls)
Company Name
Description of Problem
The technician will provide a ticket number upon completion of the ticket. Reference this ticket number when closing or updating the information on the helpdesk ticket. Once a ticket is opened it is immediately escalated to the next level of support. All tickets are updated throughout the day with the only exceptions being Billing and Domain Name related tickets.
Open tickets that do not reach resolution status within 12 hours are automatically escalated to a supervisor for review, re-assignment, or further escalation. A ticket reaches resolution status when the problem has been identified and Estimated Time to Resolve (ETR) has been appended to the ticket.
Email Support is available during normal business hours and is the fastest way to resolve most technical support issues (provided you can send and receive email). First level, second level, and supervisors immediately pick up questions sent to support@meganet.net
After-Hours Support is an option available to dedicated leased line (Frame - T1) and collocation customers only. After-Hours contact numbers are available from your commercial account executive. Customers utilizing after-hours support must be able to reboot customer premise equipment and verify power status at effected locations. Meganet employs 24/7 monitoring on all lines and datacenters. Should an after-hours outage occur no less than 3 senior level technicians will be notified.
Main Meganet Support Telephone Number 1-877-MEGANET or 508-646-0030
Links to Helpful websites and FAQs:
| IRC Chat | http://www.dal.net |
| Plug-ins | http://home.netscape.com |
| Using Personal Web Space | Activation and Usage Information |
| Dialup Numbers | Complete Listing |
| Email Clients | E-mail client configuration |
| MegaNet Post Office | Check your email from anywhere. |
| Contact Tech Support | Report a problem Online |
| Windows 95/98 Configuration | Setup Instructions |
| MAC Configuration | Setup Instructions |
Common Settings for Mail and DNS
| DNS for MA Customers | ||
| Primary | 209.213.72.9 | ns1.bos.ma.meganet.net |
| Secondary | 209.213.80.9 | ns1.prv.ri.meganet.net |
| DNS for RI Customers | ||
| Primary | 209.213.80.9 | ns1.prv.ri.meganet.net |
| Secondary | 209.213.72.9 | ns1.bos.ma.meganet.net |
| Fall River and Surrounding Areas | ||
| Primary | 209.213.64.2 | reuben.meganet.net |
| Secondary | 209.213.72.9 | ns1.bos.ma.meganet.net |
| Incoming POP 3 Server | pop.meganet.net | |
| Outgoing SMTP Server | smtp.meganet.net | |
| News NNTP Server | news.meganet.net | |
| Mail Spooling Server | spool.meganet.net |