Below is a list of Technical frequently asked questions and their answers however if there are any further queries that are not covered below, please do not hesitate to contact us with your questions on support@mrmaill.co.za  
 
   
     
   
     
    There was a power cut and now I can't get connected again.  
     
    Power cuts affect all aspects of our day-to-day lives, including your ability to connect to the Internet. Eskom load shedding can affect your Internet connection in different ways. Below we have outlined a few easy to follow steps so you can troubleshoot your Internet connection after a power cut, and safeguard your equipment from power surges.  
     
    Diagnosing connection problems after a power cut  
     
 
  • When the power came back on, did your modem or router come back on too? Under most circumstances this will automatically happen.
  • To make sure, switch it off and back on. Switching a router off and back on is often all you need to do to get back online.
  • If your modem or router didn't come back on after a power cut, It may have been damaged by a power surge. Consider investing in an
    Uninterruptible Power Supply (UPS) - consult your computer vendor for details.
  • Should you still require any help please do not hesitate to call our support line, 0860 467 467 (mr mail)
 
     
  I keep getting disconnected from the Internet. – disconnected form internet  
     
    If you have been able to connect before, but can’t now, one of the following has happened: your hardware is no longer functioning, your settings have changed, you are supplying an incorrect user name or password, or there might be a fault on the ADSL line. To ensure unlimited and continues connection Mr Mail have put systems in place that pro-actively monitor and fix these bugs, without you even knowing. In the event that it does happen please do not hesitate to call our support line in 0860 467 467 (mr mail) .  
     
  My computer keeps prompting me to connect to the internet - connect to the internet  
     
    This is normally due to an application on your computer that requires access to the internet. Usually it is an installed application (antivirus, etc) that needs to update, or a hidden virus that initiates the connection. In both these cases update your antivirus application to ensure that you are adequately protected. We suggest you log a call with our 0860 467 467 (mr mail) support desk.  
     
  Which DNS server should I be using? – dns settings  
     
    This means the router will pull DNS settings automatically, therefore N/A  
     
  What are my MRMail ADSL settings? – Broadband ADSL account setting  
     
    With every new ADSL line activation that goes live, you will automatically receive an email with your account settings; we suggest you save this to a folder on your computer or laptop, for future use and reference. Should you still require this information please do not hesitate to contact 0860 467 467 (mr mail) support desk.  
     
  How do I solve the most common ADSL problems – common ADSL broadband problems  
     
    To help you resolve potential problems with your ADSL connection, we've put together a short, easy-to-follow list of some of the most common solutions. Please keep a copy of these instructions for future reference.  
     
   
     
    Have the power and network cables to your modem, router or PC perhaps become dislodged -- or is your modem or router switched off? It's worth checking this first, just in case.  
     
   
     
    All you need to do is open your browser and try to visit any site, e.g. http://www.iol.co.za. When you do, you may see one of the following messages (along with tips on how to resolve the problem):  
     
 
•
   Invalid Username or Password - please double-check your Internet login details and try again.
•
  Maximum Concurrent Connections Limit Reached - if your login details are already in use, please close the other connection(s) first.
•
   You have been capped - you can either buy a Booster, or simply SMS "topup" and the ammount of data you require (e.g. 1,2,3,4) to 34464
 
     
   
     
    This is often all you need to do in order to get internet access again. It's wise to do this after a power cut, for example.  
     
   
     
    If you still cannot connect, restarting your PC may be all you need to do to get online again.
Should you still not be able to surf the Web or download your e-mail after following the steps above, please contact our Technical Support Team on 0860 467 467 (mr mail) 		 
     
     
  I disagree with your usage reports - to whom do I direct my query? – adsl data cap usage report  
     
    I've been capped and I haven’t used my ADSL as much as your usage indicates - is your monitoring correct? Our ADSL Accounts are linked to your unique line ID, therefore any data transference cannot be attributed to any other client except for you. However there are are several ways in which data can be transferred using your ADSL line without your explicit knowledge:  
     
 
  • Malicious software installed on your computer, including viruses and trojans.
  • Windows updates (Microsoft constantly releases security patches and occasionally also distributes large Service Packs for Windows XP and
  Windows Vista, along with the latest version of their Internet Explorer browser).
  • Automatic updates of other software applications (including Acrobat Reader, Firefox, MS Office, iTunes, QuickTime, etc.) that may be installed
  on your computer.
  • Someone may be using your bandwidth without your knowledge -- either via an unsecured Wi-Fi connection .
 
     
    In all of the above cases, large amounts of data may be transferred over your line without you being prompted to give your consent first.  
     
   
     
    Yes it is possible, should you want more than 1 x Unique ID, then we can unlock the NAS and allow that connection and then both can be used.  
     
  How do I check my ADSL usage? – adsl usage report  
     
    If you do have a query; Please do not hesitate to contact our support desk in 0860 467 467 (mr mail).  
     
  How do I check my ADSL usage? – adsl usage report  
     
    Login in to you Mr Mail ADSL account with the details provided to you and proceed to your data usage report.  
     
  What is local only data? - Local only data  
     
    "Local” only applies to servers that are hosted in South Africa. Please remember that this does not imply that .co.za is a locally hosted server because any international consumer/business can purchase such a domain.  
     
  How much will local data cost me when I exceed my free allocated local data? – adsl local only data cost  
     
    When you have exceed your free allocated local data local data will cost you R15.00 per GB, including VAT.  
     
  al only data cost  
     
    An ADSL line is linked to your phone line at home and is needed to access ADSL Broadband. An ADSL Cap is the amount of data throughput you can have on your ADSL Line. You need both these items in order to have ADSL.  
     
  Do I need a separate telephone line to use ADSL? – adsl line no telephone line  
     
    No, you do not. An ADSL line shares your existing Telkom land line, by using a different frequency on that line. You do however need a pots filter which Mr Mail can provide you. This is an inexpensive devise that prevents the ADSL from dropping when phone calls come in our go out. When Mr Mail supplies an ADSL Wireless Router or Wired Router, we provide a POTS Filter free of charge.  
     
  My email address is with another ISP – keeping my email address  
     
    My Email address is with another ISP, will my Email address work if I move my ADSL line to Mr Mail?  
     
    Yes, all services can be cancelled with existing ISP and simply ask for the keeping of the email address only. This should not cost more than R30 per month. On moving to Mr Mail, we will help you all the way with the Set-up and transfer of services, and we will ensure that you can send and receive Email from whomever you are with.