Frequently Asked Questions
Customer Service and Technical Support
How can I reach Razzolink's customer service department?
You can reach Razzolink customer service at (831) 789-8149 or customercare@razzolink.com. Customer service is available Monday-Friday, 8:00 AM – 5:00 PM, Pacific Time. Razzolink’s customer service department handles the following issues:
- Order placement
- Order status questions
- Billing questions
- Account questions
New Service
How can I reach Razzolink’s technical support department?
Customers can order Razzolink service by calling 1-800-913-7299 (RAZZ) Monday through Friday from 8:00 AM to 5:00 PM Pacific Time, or visiting our Web site at www.razzolink.com.
Billing
What payment options are available?
Customers may pay via credit card (Mastercard, Visa, American Express or e-check).
When will I get billed for my Razzolink service?
Razzolink will charge the equipment, labor and installation fees, and monthly service fees to the customer's credit card (Mastercard, Visa, American Express or e-check). Following the installation of the service, your credit card or e-check will be charged, and you will receive an order confirmation receipt (statement). Thereafter, your credit card will be billed monthly for recurring service charges. Monthly billings usually take place on the 25th of each month for the following month’s service fees. All monthly service fees will be billed the month prior to service being rendered (advanced billing).
Can I change my monthly billing cycle?
No. Your billing date is tied directly to the order date for your account.
Will I receive billing statements for my monthly Razzolink service?
Billing statements for monthly service
will be handled as follows:
Customers will not receive a mailed monthly statement for service, unless
requested at the time your order is placed. Instead, you will receive
an electronic email statement reflecting the charges assessed to your
account and the credit card payment applied towards said charges. Additionally,
for your reference, your monthly credit card statement will have a line
item reflecting your Razzolink monthly service charge.
Account Status
How can I make changes to my payment options for my Razzolink account?
To make changes to your payment options for your Razzolink account (e.g., credit card changes, change which credit card will be used for payment, etc.) you can submit your credit card changes by selecting the Change Billing Info option located on the Razzolink home page or call our customer service center at (831) 789-8149 Monday through Friday from 8:00 AM to 5:00 PM Pacific Time.
I’m moving across town. How can I see if Razzolink’s service is available at my new location?
To determine if Razzolink service is available in your new location, check our Service Areas page or call our customer service department at 1-800-913-7299 (RAZZ) Monday through Friday from 8:00 AM to 5:00 PM Pacific Time.
General
How does Razzolink’s wireless Internet service work?
Razzolink uses a network of powerful base stations and antenna systems to transmit data to and from a small, lightweight wireless modem that attaches to your computer. Razzolink's service provides high-speed, secure data transmission using licensed radio frequency, which allows for a more reliable and robust internet connection.
Please reference How Our Technology Works for more information.
What data rates can I expect from Razzolink’s wireless Internet service?
Data rates depend on the service offering the customer chooses.
Small Business/Home Office Internet Service Plans
Residential Premier | Residential Premier Plus | X-Stream | |
Download Speed (Mbps) |
Up to 2 Mbps | Up to 3 Mbps | Up to 10 Mbps |
Upload Speed (Mbps) |
Up to .500 | Up to .700 | Up to 3 Mbps |
Small Business/Home Office Internet Service Plans
Business Platinum | X-Stream | Customized Circuit Connections | |
Download Speed (Mbps) |
Up to 3 Mbps | Up to 15 Mbps | Customizable from 3 Mbps to 50 Mbps |
Upload Speed (Mbps) |
Up to 1 Mbps | Up to 3 Mbps | Customizable from 3 Mbps to 50 Mbps |
Will Razzolink’s wireless service interfere with my cell phone, PDA, or other wireless devices?
No, Razzolink service will not interfere with your cell phone, PDA, or other wireless device.
Service Offerings
What Internet service offerings does Razzolink provide?
Razzolink provides both residential and home office/small business service
offerings.
Razzolink’s Residential service offerings include:
- Wireless broadband Internet access
- Incredibly fast download speeds
- Unparalleled upload speeds
- 1 dynamic IP address
- Unlimited online time
Razzolink’s Home Office/Small Business service offerings include:
- Wireless broadband Internet access
- Fastest upload speeds available - up to 3 Mbps
- Blazing download speeds - up to 15 Mbps
- 1 static IP address
- Unlimited online time
Which Razzolink service plan is right for me?
Your choice of service plan will depend on how you use email and Internet services.
Razzolink’s Residential Premier service is probably fine for you if you:
- Frequently surfs the Web
- Use email regularly, does not typically send large attachments
- Download large email attachments
- Shop and bank online
- Swap family photos online
- Upgrade software online
Razzolink’s Residential Premier Plus service would be a good choice if you also:
- Perform all or many of the tasks listed under Residential Premier Customer
- Access streaming audio and video
- Download MP3 files
- Play action games online
- Buy/download software from web sites
- Receive and sends large megabyte files
- Stream video
Razzolink’s X-Stream Residential and Business service would be a good choice if you:
- Need to access a virtual private network (VPN)
- Want to host a Web site
- Offer e-commerce services
- Multiple users
- Stream video
How do I send and receive email?
You must set up your connection and an email client (i.e., an email application) before you can use email. However, email is received in your mailbox even when you are not connected, and ready for download once you connect.
Use these settings to configure your email program:
Incoming mail server: pop.razzolink.com
Outgoing mail server: smtp.razzolink.com
No SSL.
No authentication.
You must change the outgoing server for any non-Razzo Link email
accounts to smtp.razzolink.com to avoid mail-relay denials.
Many email clients are available, some free, many not. Be sure that your email client is compatible with your operating system before installing it. Some examples of email clients are listed below:
- Windows Eudora
- Windows Eudora Light
- Macintosh Eudora
- Macintosh Netscape 4 or later
- Macintosh Internet Explorer
- Macintosh Outlook 5
- Windows Netscape Communicator
- Windows Netscape 6
- Windows Netscape Activation
- Windows 97 Outlook
- Windows 98 Outlook
- Windows 2000 Outlook
- Windows 2002 Outlook
- Windows XP Outlook
- Windows Outlook Express
After you sign on, you can use your email software to send or receive email. You typically can check your mail by clicking an icon on the toolbar or selecting a menu option, depending on the software.
How can I access my Razzolink email while using a computer other than my own?
Razzolink customers can use Web mail to check their email from any computer with Internet access. You will need to know your email user name (your email address) and password. To sign in to Web mail, go to webmail.razzolink.com
How can I add IP addresses?
To add additional IP addresses you must order them via Razzolink's Web site or call (831) 789-8149 and speak to a customer care representative Monday through Friday from 8:00 a.m. to 5:00 p.m..
Troubleshooting
What do I do if I cannot connect to the internet or have email issues?
Contact Razzolink's Technical Support department at (831) 789-8149. This support is available 365 days a year, 7 days a week, 24 hours a day.
What if my upload and download speed seems slow?
Contact Razzolink's Technical Support department at techsupport@razzolink.com or call (831) 789-8149. This support is available 365 days a year, 7 days a week, 24 hours a day.
My user name and password are not working. What do I do?
Contact Razzolink's Technical Support department at (831) 789-8149. This support is available 365 days a year, 7 days a week, 24 hours a day.