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Support FAQ

Current Server Status Fri Apr 21 13:16:12 2017

Incoming Mail (POP)
Server running
Outgoing Mail (SMTP)
Server running
Internet Connectivity
Server running
Sites: All sites in order

Q: What is my incoming and outgoing mail server?

  • If you have a ctecg.co.za email address and you are currently using CTECG Internet your incoming mail server would be mail.ctecg.co.za and your outgoing mail server would be 10.1.8.2

Q:  Why does my Internet connection "hang"?

  • The most common problem is power variations - either a low or high power supply to the equipment. Installing an UPS not only protects the equipment, but also prevents the connection from "hanging" and having to reboot the connection.

Q: How do I reboot my Internet connection?

  • The easiest way to reboot your connection is to switch off the power for 1 - 2 minutes.  The system should take about 30 seconds to boot up again.

Q: How many PCs (on a network) can make use of this connection?

  • The more computers that connect simultaneously to the Internet via the network, the more bandwidth is required - as all the computers need to update anti-virus software, run Microsoft updates etc.    

Q: What is the typical speed of the connection?

  • The speed of the connection varies depending on the signal's stability and strength. Before we do an installation we perform a signal test at the premises to determine the availability and strength of the signal.

Q: What about speedtests?

  • A speed test is a rough guide to check the speed of your connection, however, the results can deteriorate the further away you are from the test server.  This is why you need to use a local speed test server.  To ensure accurate results always check that you have stopped all downloads and closed all other applications that might be using bandwidth and that there are no other active computers on your local network - preferably power down all other computers, as, they might be using bandwidth without you knowing it. Run a speed test making use of www.speedtest.neotel.co.za


Q: Are there any limits and /or 'capping' on the data that can be downloaded per month?

  • “We offer both capped packages, starting off at R99pm for 5GB as well as Uncapped packages starting off at R450pm. There is no ‘capping’ when using an Uncapped package.”

Q: Do weather conditions affect the equipment or the quality of the connection?

  • No, but we do advise clients to switch off and unplug their PC's during thunderstorms as lightning damage may occur.


Q: How do I get my email password?

  • You can have the email password reset by calling our 24 - hour support number, 076 979 0642. Once the technician on duty has confirmed your identity, he will reset the password.

Q: How do I set up my email?

  • To set up your email simply download the document and follow the steps, or, contact us on the support number, 076 979 0642, for assistance. Download Note:  Always remember that your outgoing mail server should be the ISP's server that you are currently using.

Q: What is the size of my mailbox?

  • Mailboxes are 50 MB.  If you require a larger quota, please contact us.

Q: What must I do if I receive a message "Mailbox size warning"  or "Mailbox quota exceed"?

  • This is due to a setting on your computer that prevents the server from deleting your mails once they have been downloaded to your computer.  Once your mailbox has reached 80% of it's capacity, you'll receive this message.  Should your mailbox reach it's full quota, you will be unable to receive mails. This may be a major inconvenience and to prevent this from happening you are receiving this warning.
  • One of the general causes is an option "Leave a copy of the mail on the server" - to remedy this problem you must find the setting on your advanced mailbox options and disable it completely.     Another general cause is when mail is forwarded to a mailbox. Should you require any assistance, contact us.

Q: Can I keep my existing e-mail address (es)?

  • Yes, you can still use your existing e-mail address, BUT, you will be required to continue paying the existing service provider in order to retain the address.


Q:  How regularly must my computer be scanned for spyware and viruses? 

  • At least once a week. Malware spreads spam by infecting a computer by secretly accessing a computer system without the owner's informed consent. The infection can spread through several sources including computer viruses, worms, Trojan horses, spyware, dishonest adware, crime ware, most root kits, and other malicious and unwanted software. In the end you are left with a barely working machine that could be blasting out spam and spreading the infection further.
  • Trojans are malware that appear to perform a desirable function for the user prior to run or install but instead   facilitates unauthorized access of the user's computer system. It is a harmful piece of software that looks legitimate. Users are typically tricked into loading and executing it on their systems. Once executed machines are often turned into zombie bots that send out spam.
  • Viruses are computer programs that can copy themselves and infect computers. A virus can spread from one computer to another (in some form of executable code) when its host is taken to the target computer; for instance because a user sent it over a network or the Internet, or carried it on a removable medium such as a floppy disk, CD, DVD, or USB drive.

Q:  What is SPAM?

  • SPAM is, in broad terms, unsolicited email - advertising emails being sent out.   

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