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FAQ’s on Support Services


Q: How do I set up my email account in Outlook Express?
A: click here for a document explaining in detail.

Q: How do I set up my email account in Microsoft Outlook – Windows XP?
A: Click here for a document explaining in detail

Q: I can’t connect to the internet
A: First take the power out to your modem, leave it off for 20seconds and then reconnect it. If you still can’t
     connect call our support line – 012 663 2082

Q: I can’t send/receive email
A: Check if you can access the internet, if you can’t then you won’t receive email. If you can access the
     internet, but still don’t receive mail, call our support line – 012 663 2082

Q: Does the pricing of ADSL packages include an ADSL modem?
A: Unfortunately not. An ADSL modem can be purchased from iConnection – For great pricing, email
     helpdesk@iconnection.co.za or contact 012 663 2082

Q: What happens if my 1 Gig account is capped? Can I purchase extra Gigs?
A: When you reach your cap, extra Gigs can be purchased at any time of the month.

Q: I have a prepaid Telkom line, can this line be converted to an ADSL line?
A: No, unfortunately ADSL cannot be installed on a prepaid line. Your line will have to be converted to a
     normal telephone line first.

Q: What would my email address look like if I was to get one from iConnection at R25 per month?
A: It would be yourname@iconnection.co.za This e-mail address is being protected from spam bots, you
    need JavaScript enabled to view it . You choose the prefix you would prefer.

Q: Do you filter spam?
A: Yes, iConnection offers spam filtering as we know how annoying spammers can be!

Q: What about virus protection?
A: iConnection offers Virus protection for all emails sent and received on any domain hosted by
     iConnection / iConnection.

Q: How do I pay?
A: All monthly subscription fees will be deducted by monthly debit order from your bank account.

Q: How does your telephone support work?
A: We have telephone support options where we bill you R65 per 30 mins or part thereof to sort out all IT
    problems. If your problems are due to a fault on iConnection’s side, we will NOT bill you!

Q: Should one of your technicians come out to my home / office, how will I be charged?
A: We bill one Call-out (R320 excl) and one hour Labour (R320 excl). Should the technician need more than
     one hour to complete the job, it will be advised and additional hours will be billed.

Have any other questions not answered here?

Contact us on  012 663 2082.

Or send us an email – helpdesk@iconnection.co.za