Treo — Frequently Asked Questions

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Product and Service Information, Specifications, and Features

Q: What does EarthLink offer that is different from the other competitors that are out there? Why should I purchase from EarthLink?
A: There are several reasons

Protection-EarthLink provides a hassle-free experience through innovative solutions. Eliminate nearly all spam and viruses with spamBlocker and Virus Blocker.
Convenience and Customer Support-Direct access to dedicated Treo technical support from a company that has been recognized by JD Power & Associates for superior customer service. We also offer one of the best wireless coverage networks in the country.
Ease of Use-EarthLink makes it easy to get started using the Treo 650 smarphone by offering an intuitive out-of-the-box experience and an easy-to-use device.
TotalAccess® for Palm OS-EarthLink's TotalAccess enables you to fully personalize your device, and provides easy and fast access to all your critical information.

Q: Other than the standard monthly voice service fees, are there other fees that may apply?
A: Yes. Additional voice service charges may apply, including federal and local taxes, E911, 411, call forwarding, three-way calling, and others. Please refer to the User Agreement available at http://www.sk-earthlink.com/page?p=terms for a complete list of potential fees and taxes.

Q: What are the hardware and software requirements to support the desktop software?
A: The following equipment is required:

Windows
- Windows 2000 or XP (later versions may also be supported) with USB port (USB HotSync® cable included)
- CD-ROM drive
Macintosh
- Mac OS 10.2-10.3 (later versions may also be supported) with USB port (USB HotSync® cable included)
- CD-ROM drive

Q: Does the Treo 650 come with a warranty? If so, what is the coverage period?
A: Yes. It comes with a one-year, limited warranty.

Q: Is there a money-back guarantee?
A: If the smartphone is returned in its original condition and its original packaging within 30 days of purchase, we will refund the cost of the handheld and data service1.

1 30-day return policy does not cover activation charges or shipping and handling. It anticipates that the device is returned in its original condition. If the device needs to be refurbished, additional fees may apply. The credit card on record will be billed on a prorated basis for the voice minutes used prior to shipping back the device. Customer is responsible for shipping back the device at their own expense.

Using Your Treo 650 smartphone

Q: Is any setup required for my Treo 650 smartphone?
A: Yes. You must register your Treo 650 on the wireless network before you can use wireless email by calling EarthLink Wireless at 1-888-218-1822. Our customer service representative will guide you through a brief activation process, and answer any additional questions you may have. Included with your Treo 650 smartphone is a Getting Started Guide that walks you through the required steps.

Phone Facts

Q: Can I use my existing wireless device with EarthLink?
A: No. While you may move your phone number between service providers, the differences between the networks and the network operators mean that you must purchase new hardware in order to connect.

Q: How does your wireless phone coverage compare to other carriers?
A: We have partnered to offer one of the most comprehensive networks in the country. Based on CDMA2000® 1x technology, the network service is considered by many to be the best in the United States. Check out our coverage map and we think you'll agree.

Q: How do I make a phone call?
A: There are several ways to place phone calls from your handheld:

Keyboard-Tap in a number from the dial pad integrated into the QWERTY keyboard - just look for the blue-colored keys.
Onscreen Dial Pad-Dial any number quickly and easily by tapping the screen with your finger or stylus.
Speed Dial Favorite Button-Assign a favorite button to a phone number. Then use the 5-way navigator to access the Favorites screen and select the favorite number.
Speed Dial Quick Key-Assign a phone number to a keyboard letter or number. Hold down the key to speed dial the number.
Contacts-Use the 5-way navigator to select a number from the Contacts application - the same list you synchronize with your desktop computer. Or type in the first initial and last name, first name or last name for the contact you wish to call.
Web, Email or Message-Use the 5-way navigator to select a phone number from a web page, email or text message. The number is dialed automatically with no need to re-enter.
Call Log-Select a number to dial from your call log using the 5-way navigator.

Q: How do I view missed calls?
A: To view missed calls, follow these steps:

Press the Home key until the word "All" is displayed in the upper right hand corner.
Tap on the Phone icon.
The Dial Pad will display.
Press the Phone key on the keypad.
Tap Call log.
Outgoing calls display as a left arrow in solid yellow.
Incoming calls display as a right arrow in solid green.
Missed calls display as a right arrow in shaded green.
Tap "All" from the dropdown list.
Tap "Missed" from the dropdown. The "Missed" calls will display in a shaded green.

Q: How do I activate or deactivate call forwarding?
A: To activate or deactivate call forwarding, follow these steps:

Press the Home key until the word "All" is displayed in the upper right hand corner.
Tap on the Phone icon.
Press the Menu key on the keypad.
Tap Options then Phone Preferences.
Select from the available options by tapping the Forward all calls to: drop down list.
Tap Edit Number.
Enter the desired number and tap OK.

spamBlocker

Q: How can I reduce the amount of spam on my Treo 650?
A: Using EarthLink's spamBlocker tool you can make your email nearly 100% spam-free. spamBlocker protects your email account from unsolicited junk messages. Get more information by visiting www.earthlink.net/software/staysafe.faces?tab=pcc.

Q: How does spamBlocker work?
A: spamBlocker brings you two levels of state-of-the-art spam protection:

Known spam Blocking-spamBlocker works by eliminating most spam before it ever reaches your email inbox. As soon as new spam is detected, software rules are written to block it from reaching your account. These messages are then sent to the Known spam folder (a holding place for caught spam). From the Known spam folder, you can review and determine whether you want to move the message to your inbox, send it to EarthLink for review, or delete the message. Best of all, because this is an online folder, you don't have to wait for junk email to download before you can read your real messages.
Suspect Email Blocking-Though spam blocking drastically decreases the number of junk email you receive, some spam might still slip through the system. Want to be virtually 100% protected? You can customize your spamBlocker settings to reject all emails from senders who are not in your personal address book.

Virus Blocker

Q: How can I protect my email from viruses?
A: Email is the most common way that computer viruses, Trojan horses, worms, and other malicious software can infect your PC. Using technology from SymantecSM Corporation, Virus Blocker automatically scans all your incoming email messages for viruses, and removes them before they can cause any trouble.

Note: Virus Blocker scanning is turned on for all EarthLink email addresses by default. Please visit webmail.earthlink.net to change your virus blocker preferences.

Q: How does Virus Blocker work with my Treo?
A: Virus Blocker will scan every incoming email message to an activated earthlink.net email account and clean your messages or attachments to remove any viruses, when possible. If the message cannot be cleaned, it is quarantined online.* This means that every email downloaded to your Treo will be scanned thoroughly for viruses.

To see your quarantined messages, log in to EarthLink Web Mail by going to webmail.earthlink.net and clicking on the Virus Blocker folder. This folder only appears in your Web Mail folder listing if you have quarantined email.

Tip: You can forward email from other ISP or corporate accounts to your earthlink.net email address to get Virus Blocker protection on those accounts.

Wireless Email Facts

Q: Can I set my preferences so that the "from" information when I use my Treo is the same as my corporate or preferred email address rather than my EarthLink.net email address?
A: Yes. Using the EarthLink Treo Web Client you can completely customize your email experience including the From and Reply-to email addresses.

Q: Can I read attachments in my email on the Treo smartphone?
A: Yes. You can read common attachment formats from your smartphone including Excel, HTML, PDF, Word, WordPerfect, and PowerPoint documents.

Q: What happens to my messages when I am not in coverage?
A: The wireless data network has a store-and-forward capability that prevents messages from being lost. If you have turned off the Treo radio transceiver or have traveled into areas with minimal or no coverage, messages that you send will be held on the handheld and messages that have been sent to you will be stored by the network until the signal becomes strong enough to successfully communicate with the handheld and the network. This feature allows users to compose messages offline without worrying about losing data.

Q: Do I have to sign up for a separate email address, or can I use my existing one?
A: The Treo 650 service is designed so you do not need to sign up for a separate email address. You will be able to use your existing home or business email address. All messages sent to your existing email address will be copied to your Treo.

Note: Not all email providers allow the forwarding of email copies to another mailbox. If you have any questions about whether you can forward your email, please contact us at 1-800-860-5767. If your provider does not allow for email forwarding, we will be happy to provide you with an EarthLink email account for no additional charge.

Understanding Your EarthLink Wireless Bill

Q: Where should I go if I'm new to EarthLink and have general questions about my bill?
A: Please refer to support.earthlink.net for general billing questions and additional info about your EarthLink bill.

Q: What types of charges can I expect on my EarthLink Wireless monthly bill?
A: Each month EarthLink will send you a detailed bill via email. The associated charges for each user on the account will be list long with a short description. What follows is a short description of each type of charge from EarthLink Wireless:

Monthly Access - This is your monthly access or service charge based on your particular calling plan. Paying this charge gives you access to the EarthLink Wireless Network. Monthly access is typically billed one month in advance depending on your calling plan. You will see charges for access to your voice and data features that you use on your device separately.
Monthly Airtime Allowance - Your calling plan may specify a set of included airtime minutes such as Anytime or Free Night and Weekend Minutes for use each month. Unused airtime cannot be carried forward or credited against the next month's usage. Airtime is billed in full minute increments and each minute is rounded up to the next full minute.
Usage and Overage Charges - For a given month, once the allotted airtime allowance is used up, per minute overage charges may apply. The billing for any minutes used over the allowance may be delayed depending on when EarthLink is billed for by our network providers. Depending on what time of the month you are billed, these minutes may be applied against a future bill not during the month of usage.
Other Usage Charges - Other voice or data charges such as 411 Direct Connect or text messages (SMS)
Government Taxes and Surcharges - As an EarthLink Wireless customer, you agree to pay all taxes, surchages and fees set by the government. We may not always give you advance notice of these changes to these items.
Other Charges and Surcharges - In addition to the items above, we charge all customers monthly fees related to our government costs such as 911 Service Fees and USF Recovery fees. We may not always give you advance notice of these changes to these items.

Note: Please refer to the EarthLink User Agreement enclosed with your Treo or visit http://www.sk-earthlink.com/page?p=terms# for more information.

Q: Will I receive a detailed list of all calls and charges with my bill?
A: The monthly bill with a summary of charges from EarthLink will be emailed to your contact email address. Also each month you will receive a separate email with your Call Detail Record which will describe in detail each call or text message (SMS) made along with any applicable charges.

Coverage

Q: What network does the Treo 650 use? Where is coverage available?
A: The EarthLink Wireless Email and Voice Service uses a national CDMA2000® 1x network. See the coverage map for serviceability.

Q: How can I tell if I am in coverage?
A: In the top right corner of the screen, just next to the Battery Life Indicator, you will see the Coverage Level Indicator. The more bars that appear, the better the coverage.

Q: What factors affect coverage?
A: Your Treo 650 smartphone communicates using radio frequencies, so coverage is affected by anything that interferes with radio waves. For example, you will generally find a stronger radio signal outside a building as opposed to inside.

Battery

Q: How long will the battery last?
A: The manufacturer states that the battery supports up to 5-hours talk time and up to 2-weeks standby time for the device. A charger is included free with purchase.

Security

Q: Can I password-protect my Treo 650?
A: Yes. To ensure the security of your data, we recommend that you set a password for your handheld.

Support

Q: Are Customer Service and Technical Support available?
A: EarthLink proudly offers dedicated Customer Service and Technical Support to its customers. All our representatives have been trained specifically on the Treo 650 smartphone.

Contact hours of operation are:
24 hours a day, 7 days a week

Call 1-888-304-2773. Email support is also available at wireless_support@earthlink.net.

Treo — Frequently Asked Questions

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