Domain Registration from
Domain Registration from


Billing Questions

What is the best way to contact the Billing department?

The best way to contact Billing is to email [email protected] or call 1-419-290-3533 Monday-Friday 8am to 10pm Eastern Time.

How do I change my billing information?

If you need to change your billing method or billing cycle, You can either fill out a trouble ticket at our HelpDesk or login into our billing cneter found here.

How Can I Tell Where the Problem Is?

It may or not be possible to pinpoint the exact source of the problem. The first place to begin is with a TRACEROUTE.
The traceroute program traces the path that your data is passing through on its way to your intended destination.
To run a traceroute on a Windows95 or Windows98 machine, go to your MS-DOS prompt (Click Start, then Programs, then MS-DOS Prompt) From the prompt type this command: tracert where is the destination address you're trying to reach. The tracert command will provide something that looks like the following:
C:>tracert Tracing route to [] over a maximum of 30 hops: 1 133 ms 135 ms 115 ms 2 125 ms 120 ms 120 ms [] 3 145 ms 165 ms 160 ms 4 150 ms 245 ms 295 ms [] 5 620 ms 514 ms 1135 ms [] 6 213 ms 389 ms 320 ms [] 7 210 ms 244 ms 190 ms [] 8 200 ms 545 ms 188 ms [] 9 205 ms 215 ms 240 ms [] Trace complete. C:>
In the above example, it's taken me 8 "hops" to get from my PC to my domain, The first "node", indicated by the number 1 in the first column, represents my PC. Nodes 1 and 2 are my ISP's servers. Nodes 4 and 5 are my ISP's primary backbone connection. Nodes 6 and 7 are tintagel's backbone provider. Node 8 is the server on which resides. Node 9 is my domain, The next three columns represent the average, minimum, and maximum "ping" time in milliseconds), or the time that it took for data to be transmitted between adjacent nodes.
In this case, node 5 was the slowest node, and had pretty high ping times, indicating a potential problem between nodes 4 and 5. If this "lag" remains consistent, and or if multiple nodes have high lag times, it could result in data being lost during transmission, or it could cause the server to get tired of waiting, and return a server timeout error.If I had seen something like the following: C:>tracert Tracing route to [] over a maximum of 30 hops: 1 133 ms 135 ms 115 ms 2 125 ms 120 ms 120 ms [] **** **** **** it would have meant that my ISP (node 2)could not establish a connection to the next node on the path.
If the traceroute makes it all the way to the node, then stops, it might indicate that there's a problem on our server with your particular account, although it's not a definite indication of a problem on our end. That's a good thing to let us know. We'll get the problem resolved as soon as possible

What methods of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, U.S. checks, U.S. money orders and International money orders. Check payments require a minimum of a yearly payment. If you would like to pay monthly, you can do so using your credit card.

How do I cancel my account?

Email cancellations are unacceptable because you must show proof that you are the account holder. This is why we have incorporated a cancellation form that you can fill out at any time. Failure to fill out this form will result in your account being automatically renewed per the Credit Card Authorization form that you were required to sign and fax to us when you signed up with RWH. To cancel your account please go to To view our Cancellation Policies, please go to

How do I reactivate my suspended account?

If you would like to reactivate your suspended account please contact the [email protected] to arrange payment for the account. You will need to pay a Reactivation fee, all outstanding hosting charges and all pending hosting fees before The account will be reactivated. There is a $20.00 reactivation fee associated to Accounts that are actually suspended. To see if your account is suspended, you can visit Your website, If there is a Suspended Account notice, you will have to pay the fee.

How do I change my billing information?

You can login to your Billing Control Panel 24 hours a day by visiting and logging in with the user name / password found in your confirmation email under "Billing Control Panel"

How can I upgrade/downgrade my account?

You can do this by going to 24 hours a day.

You have new services & pricing that were not avail when I signed up, can I get them?

When you signed up, we guaranteed you a Price & Service Freeze, meaning we would never alter your package or pricing as long as you remained up to date on billing, Due to the way our billing system and servers are configured, you will not be automatically given new features or upgrades. (Its very rare that we change packages, but it may happen once every few years)

Upgrading current services are based on the pricing your currently paying, your monthly fee will not be changed, this is because when we make a major change, at times the package name will change but they may be named similar to past packages, we try to keep our services in line with old packages, but sometimes that may not be feasible. That's why we base new packages on pricing rather then package names. Your account will be upgraded to the current package matching your monthly fee.

Its also important to note that current customers can not upgrade their account based on current specials because when you signed up with RWH, you signed up under a previous special or promotion which we may have offered, which may of included a free domain, free setup or another type of discount, we can not allow customers to "double up" (if that's the right word for it) since you would in effect be getting twice the specials as other customers.

If you want to update your account to the current package matching your pricing, You can fill out the upgrade at

What kind of records do I need to create?

Alias Record:

A unique Alias Record should be created for each physical host in your domain that you desire to address using a DNS name such as Enter a hostname for your computer and the IP address of the computer that you want that name to point towards. Technical Notes: An Alias is the same as a BIND "A" Record. You may add multiple Alias's with the same hostname but different IP's to provide systems redundancy if you have multiple computers providing the same services.

MX Record:

A Mailserver Record specifies a host to receive mail for your domain. i.e. Mail sent to gets delivered to the host The hostname of a Mailserver must be an Alias Record. Do not use a CNAME.

CNAME Record:

A CNAME Record creates a pointer from a name to an alias name. i.e. You may wish to have the name point to To do this create a CNAME record from ftp to This allows you to refer to already named machines without having to worry about IP addresses.

I am unable to go to my website, I am getting a DNS error.

These are some troubleshooting tips to better assist you with the problem you may be experiencing. If your browser is unable to resolve the host such as NO DNS / NO DNS ENTRY FOR HOST HOST UNABLE TO RESOLVE 1st - Verify you are typing in your domain correctly 2nd - Verify you can view other websites such as 3rd - If you are able to view other domains, type your IP Address (Found in your confirmation email) in your browser, If you are on a shared IP, then type http://YOURIP/~yourlogin 4th - If you are able to view your site using your IP address, fill out a trouble ticket, If you are NOT able to view your website or any other webpage, please go to the DNS Area

I am unable to connect to the MySQL Database.

These are some Troubleshooting tips to better assist you with the problem you may be experiencing. We suggest viewing all FAQ Questions and our" Important Notices in our for any known outages First, confirm that you have setup your MySQL database Correctly, double check all user name's, passwords and paths. Be sure that you Have given the user access to the database (though your control panel, select the Database, select the user and hit "Add User to DB" If you have done all the above, open a trouble ticket and include the database name, user name, password and all relevant Information

I am getting a NO DNS ENTRY found when I go to my domain.

These are some troubleshooting tips to better assist you with the problem you may be experiencing. We suggest viewing all FAQ Questions and our Important Notices in our Forums Area for any known outages
This error means there is a problem with the outgoing mail server. Open a trouble ticket and copy the complete error in the ticket. For a temporary solution until the matter is resolved, change your Outgoing Mail Server to your ISP's local mail server, this is usually or Synopsis Connecting to your account from your local computer involves your ISP, a series of outbound routers, a series of inbound routers, and our server. Often, as many as 12 - 24 individual computers are involved in the transmission of data between your computer and your account on our servers. Of those 12 - 24 computers, only one is ours.
While it's easy to blame us for every problem the internet experiences, in the overwhelming majority of cases the problems do not originate with us, and there's nothing we can do to fix them. The information below describes the process in more detail and may assist you in locating the source of the problem.

NOTE: The Internet is not 100% reliable and it probably never will be. You can increase the reliability of your own access to the Internet by maintaining two or more separate ISP accounts, each of which is preferably connected to the Internet by a different backbone. If you're having trouble connecting with one dial-up account, switch to an alternative and see if the problem improves. That's an expensive solution, but if reliable access is important to you, it may be worth the added cost.

How do I get the files into my account.

When you initially log into the root of your account, dependant upon the method which you choose to log in, you will see various hidden files and directories, among them, the two that hold the most importance are the public_html and public_ftp directories.
public_ftp public_html DO NOT DELETE OR RENAME any of these directories or any hidden files that you may find. These directories are automatically setup by the system and required in order for your account to function. Deleting or renaming any of them will cause fatal errors that can only be repaired by deleting and resetting your account.
Deleting and resetting your account will inadvertently cause you to experience DNS problems.
DNS problems are not something that can be manually fixed, as they can only work themselves out in an unpredictable amount of time. Of these directories, the ONLY ONE that is important to you is the public_html directory. This is the directory where you will upload your web pages and create other subdirectories that will pertain to your web site and be viewable from your web browser.
Your pages WILL NOT be viewable on a web browser unless they are uploaded to this directory. When you initially enter your public_html directory, you will see only one directory, which is your cgi-bin. The cgi-bin is where you upload your cgi scripts.
DO NOT DELETE OR RENAME your cgi-bin. As you add features from your Control Panel, the system will automatically create other directories within this area. ANY AND ALL sub-directories and/or files created by the system are required by the system to make a particular function operate and SHOULD NOT BE DELETED OR ALTERED IN ANY WAY.
The index.html page is the default entry page for your account and this file SHOULD BE REPLACED by one of your own design, but IT MUST BE named index.html.

Where do I upload my files?

The next step in setting up your account is choosing how you wish to upload your files. You can use one of the following programs to upload your site 1) Ws_FTP LE
2) CuteFTP
3) Netscape Composer
4) Dream Weaver 3
5) FrontPage98
6) FrontPage2000
7) LeapFTP
Most programs you will use to upload like FTP will ask you for the following settings: HOST/SERVER: or IP_address USERNAME: yourdomain (without .com, .net, etc.) PASSWORD: sent to you in your welcome letter Host/Server: This is yourdomain name without "www". Also, please note that for the first 10 days you will want to use your IP_Address to upload your files. Your IP_Address can be found in the welcome letter that was sent to you when you signed up. If you have any difficulty accessing your account with the domain name after this period, please submit your request to [email protected] If you have registered your domain with any registrar other than Network Solutions, please make sure that you have followed the transfer procedures outlined in your order confirmation email. This message should be titled "Welcome to Real Web Host!". Directory Path: This is the directory to which you will need to upload your files. Your directory path will always be public_html.

What version of mySQL are you running?

Version 4.0.20 (stable release) Real Web Host NEVER runs beta version of MySQl. We will only upgrade when stable release versions are available.

What version of PHP do we run?

Version 4.3.9

What charges are made?

If you select a monthly contract, you are billed 1 months fees, and the setup fee. If you select a long term contract you are charged for the # of months of the contract X the monthly cost, plus the setup fee. If you select for us to register your domain name for you, you are charged $9.50/year.

How does your money back guarantee work?

If you are unsatisfied with your service for any reason, or just want to cancel your account, within the first 30 days you can do so and you will be refunded 100% excluding your setup fees. To cancel your account, simply email at us [email protected]

How do I update my credit card info?

Simply login into the billing area and update your profile.

Can I setup multiple domains on one account?

Yes depending on the plan you signup for.

How do I print out my invoices?

Login to the billing area, once logged one look for this Invoice Stats:: Details Click on details, then look for this My Invoices: click on the number of invoices on the right. Then under the InvNum column click on one of the invoice numbers. At bottom of the screen click print screen.

What Else Can I Do?

There are two software packages that we find very useful for examining problems with internet connections. Both of these programs are "shareware" programs, meaning that you can download them and try them out for free.
If you like them, you should register them by paying a nominal fee. NEOTRACE is a high-speed graphical traceroute with integrated whois and ping. It is extremely fast, simple to use and returns a wealth of information. NeoTrace is very popular for detecting network problems and finding net information, it is also a great tool for spam hunters. NET-MEDIC is a browser companion.
It works with a userís browser to monitor, isolate, diagnose, and correct Internet or intranet performance problems. Net.Medic lets users identify the source of their network bottleneck -- whether it is the PC, modem, Internet Service Provider (ISP), Internet backbone, or remote Web site server. Net.Medic identifies problems in split seconds, offers recommendations for solving them, and in many cases, automatically fixes them.
Using these two programs in combination can be a very effective way of isolating the source of the problem, and can help you to determine whether to complain about the problem, and to whom to address the complaint.

Your Domain Registration Fees?

If you don't pay your domain name registration fees in a timely manner, your domain registrar will cancel your domain name registration, making your web site unreachable by domain name, and re-opening your domain name for registration by other parties.
If you cannot connect by domain name, but can connect by numeric IP#, you want to be sure that you've paid your name registration. What Can I Do About It? Probably nothing. Chances are that server inaccesibility is due to one of the above conditions, and actions are already in place to get it fixed. If you're unable to connect to your account, wait a few minutes and try again. If you're unable to connect to your account for periods of more than 30 minutes, and if you experience these problems on a frequent basis, then please let us know. Sometimes, particularly if it's a problem with your ISP, disconnecting and reconnecting will resolve the problem. If you have access to a different ISP, try connecting through the second one to see if the situation improves.

Why Can't I Connect to my Account Web Site E-mail?

We receive quite a few support questions from our customers with a frantic, "I can't connect to my server!" The usual assumption is that something is terribly wrong with our servers or connection. While this situation is not, of course, beyond the realm of possibility, the vast majority of connection problems do not originate with our equipment or our connections.
The purpose of this article is to describe some of the common sources of those annoying connection problems, and to provide some help in identifying the source of the problem.
Sometimes It's Amazing That It Works at All! Perhaps the best and simplest definition of the Internet is, "everybody's computer hooked together." The Internet is a somewhat fragile network of computers, servers, routers, and telephone lines designed to quickly transmit data over huge geographical distances.
When you connect to your local Internet Service Provider (ISP) from your computer at home or work, the data that is transmitted between your PC and the internet web sites, newsgroups, e-mail services, etc. that constitute the Internet passes through a large number of different machines, called routers. Your local ISP is connected to an internet "backbone", a network of routers that is owned by a single company.
The servers on which your domain is located also connect to a backbone, most likely a different backbone than the one your ISP is connected to. The routers along the internet backbones are programmed to find the shortest route between your PC and the internet destination you're trying to reach. In some cases, this shortest path can involve as many as 20 - 30 different routers. Any problem with any one of these routers, or with their connections, can result in your being unable to reach your intended destination.
The backbone routers are owned and maintained by independent third-party organizations, such as AT&T, MCI, and Microsoft. Neither your local ISP nor we have any control over the maintenance or operation of these routers. If they're broken, there's absolutely nothing we can do to fix them. Problems can also originate from heavier than usual traffic across one or more of the backbones. You know how traffic slows down during rush hour in the city.
Internet traffic works the same way. Too much data attempting to flow through a series of routers can become backed up, causing server timeouts and data loss. Problems can Originate at Your ISP, Too Occasionally, the routers at your ISP may have trouble connecting to the ISP's backbone routers.
This problem is well-indicated when you can't connect to *any* web site outside of your ISP's domain. Don't Forget the Phone Company The Internet runs on telephone lines. These lines are just as susceptible to problems as your home telephone service. We've seen lightning storms knock out telephone service, and we've heard reports of cables being cut by digging and other construction.
Sometimes We Take Our Servers Down on Purpose Routine maintenance and upgrades are often performed on our servers during the wee hours of the morning (usually between midnight and 5 a.m.) Usually, we can handle this maintenance in the background.
Some operations, however, require us to reboot the server. If this is the case, accessibility may be cut off for 15 to 30 minutes. Sometimes the Silly Things Just Crash They are computers, after all. Yes, it's possible that something has gone terribly wrong, and the system has crashed. If this is the case, rest assured that we're aware of it, and are working feverishly to get it back up. Our systems are monitored 24 hours a day, 7 days a week, with the highest priority placed on keeping your web site accessible to the world. If the server's down, it will generally be back up in 15 - 30 minutes. Once in awhile, our domain name servers (DNS) become corrupt, or your domain name may somehow be left out of a DNS update.
This could be the problem if you're unable to connect to your domain name, but can connect without problem to your numeric IP address. We can correct this problem very quickly -- just ask us to take a look at it.

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Categories: 30 | Questions: 183



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