FAQ

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Frequently Asked Questions

Accounts

WHAT ARE THE VOIP CHARGES ON MY MONTHLY INVOICE?

This is the charge for all the telephone calls you made during the month. To get a report of these calls see “How can I monitor my data usage?” under Internet usage.

CAN I PAY BY DEBIT ORDER?

Yes. It is our preferred method of payment.

WHEN DO THE DEBIT ORDERS GO OFF? CAN IT BE CHANGED?

Month end is at 23:59:59 on the last day of the month. We generally process the Invoices on the 1st or 2nd of the following month, and debit orders are processed to go off on the 7th of the month the invoice is made in. We do not process debit orders on other dates than the 7th. If the 7th falls on a Sunday or public holiday it will be processed on the 8th.

HOW DO I CANCEL MY ACCOUNT?

We require a calendar month written notice (email) on account cancellations.

WHEN I DO AN EFT, WHAT BANK ACCOUNT DETAILS DO I USE, AND WHAT REFERENCE SHOULD I GIVE?

Our bank account details are on the invoices and your account number as listed on the invoice should be used as reference.

Email

HOW DO I SET UP AN E-MAIL ACCOUNT?

It is best to consult the documentation of the specific email software or device you want to set the account up on. Most email software packages have reasonably automated setup procedures, so the following information should be sufficient:
Account name: your complete email address – example: support@truenw.co.za
Password: the password provided.
POP3 or Incoming mail settings: mail.truenw.co.za (or mail.nwisp.co.za or mail.truevb.co.za – depending on your email address)
SMTP or outgoing mail settings: mail.truenw.co.za (or mail.nwisp.co.za or mail.truevb.co.za – depending on your email address)

SHOULD AUTHENTICATION ON OUTGOING MAIL OR SMTP BE ON OR OFF?

Authentication is only required when getting mail, or when trying to send mail through an SMTP from an external IP. In other words if you connect to our network you would not be required to authenticate for sending mail through our mail server. If you are using another ISP however and you want to send email with our mail server you are connecting from an external IP address and will therefore be required to authenticate before sending. So if your PC is always at home authentication is not needed (not bad either), but if you travel and you do not want to switch between SMTP accounts, then authentication is needed.

This is also only relevant for email domains that we host. If you have a different email address (i.e. …@gmail or …@absa.co.za) with another provider you cannot use our SMTP server from outside our network, and if you use it from inside our network you have to switch authentication off. Since the email address is not hosted on our server we are not able to authenticate your credentials.

CAN I ACCESS MY EMAILS IF I’M AWAY FROM HOME OR DON’T EVEN HAVE MY PC?

Yes. We have a Webmail function. Wherever you can find an Internet connection, go to the Internet browser and in the address bar type in mail.truenw.co.za. The username is your complete email address, and password is the password provided. From here you can access your mails, send mails, change account settings, etc.

CAN I GET A UNIQUE EMAIL DOMAIN WITH TRUE COMMUNICATIONS?

Yes. We can register a unique domain for you and host your emails. Contact us for more information in this regard.

Internet Data Usage

HOW DO YOU CALCULATE MY INTERNET DATA USAGE?

We use a Management Information System developed by True Technologies cc called TrueWISP and TrueWISPServer that record every packet of data leaving and or entering our network. Each client within our network has a unique public IP on our network, so every packet of data is booked to the relating IP address as recorded on their account. The system cannot “invent” data; it simply records every packet going in and out. Our data recordings have been verified several times, so if your usage is higher than expected it points to an issue behind the CPE.

HOW CAN I MONITOR MY DATA USAGE?

By default our system is set to email you every day once you have reached 80% of your chosen data package. It can also be set to email you daily regardless of your usage. You can also send an email to our server requesting a monthly, daily or hourly report – even for historical months. To get instructions on how to do this, send an email to cap@truenw.co.za and in the Subject line type: Help.

This will email you instructions on the different options you can ask for. You have to ensure that the email address you are sending from has been loaded on our Management system – else no report will be sent.

CAN I ADD ADDITIONAL DATA TO MY DATA BUNDLE?

We have 2 options – hard cap “on” or “off”. “Hard cap off” means that even if you reach your cap, you will not be stopped and the system will automatically charge you per additional GB. The price per GB will depend on the package you are on. “Hard cap on” means that your Internet usage will be stopped once you reach your data bundle cap. You can then request additional data to be loaded on your account to help you out until month end.

DOES MY UNUSED DATA CARRY OVER TO THE NEXT MONTH?

No, the data does not carry over. That is why it is important to choose the correct package for your requirements. You are able to migrate between packages from month to month, and to a limited extent within a month as well. If you need any help with choosing the correct package or assistance in this regard, contact our call centre and we will assist you.

CAN TRUE COMMUNICATIONS MONITOR MY INTERNET TRAFFIC AND SEE WHERE I GO AND WHAT I DO?

We do not keep any records of the data packets that we count leaving or entering our network, nor of their destination or origin. So if you would like to see what your kids did yesterday or even half an hour ago we cannot help you. In assisting with problem solving and such we can do live monitoring as you work, to identify the Internet IP addresses you visit – but again there is no recording of this, it’s only a live view. There are software packages available on the Internet that can do that, however we are not able to assist with the finding or installation of such software. Please read the section Protect yourself on the Internet to educate yourself on the different options available. We do have a smaller version of TrueWISPServer that can be used on site for individual PC usage monitoring. This software can record the traffic used by each individual address on the network – but does not keep any information on which sites were visited.

WHAT ARE THE MAIN DIFFERENCES BETWEEN CAPPED AND UNCAPPED INTERNET?

To answer this question accurately we have to distinguish between:

a. Connection to the Internet backbone:
The Internet backbone operates on the principle of uncapped data usage, but space on this backbone is purchased according to “pipe” size. In other words I would typically buy a 20Mbs connection onto the backbone and pay a fixed fee for that connection. These connections are becoming less and less expensive. Currently I should be able to buy space for around R1500 – R2000 per Mbps. The problem is that this connection at this price is at a major Data Centre and does not include the cost of getting the connection onto your premises.

b. Last mile connection:
The biggest problem we have in SA regarding Internet access is getting large size data connections to final users, typically known as the last mile connection. The last mile options available to users are commonly ADSL, Diginet or Metro Ethernet from Telkom (if you’re in a populated area with a decent exchange), 3G or LTE GSM connections, or Wireless ISP’s like us. The Telkom products are the most popular as Internet services can be provided over these last mile connections by a variety of ISP’s creating competition and a large range of products. You would typically pay more than R4000 per Mbps dedicated Internet bandwidth, if it is at all available on these options.

To make commercial sense behind a pipe on the backbone it would be sold as either capped (per data usage), or uncapped (unlimited data usage). Because we make money off every packet of data you use as a capped user, we will always endeavour to give you that data as quickly as we possibly can. So data sold as capped will always have higher priority than data sold as uncapped.

As an uncapped user we can either sell you dedicated bandwidth at around R4000/Mbps, which almost no one will be able to afford, or we can sell you uncapped from around R400, with speed limitations, shaping, fair usage policies, but most importantly, contention. Contention meaning that we sell 1Mbs of bandwidth to 10 different 1Mbs users – i.e. creating a contention of 1:10. The idea behind this is that it is unlikely that all 10 users are trying to use the full 1Mbps at a given time. The more users we have contending behind bigger and bigger “pipe” sizes, the less noticeable the contention becomes.

VOIP

HOW DO I DIAL AN INTERNATIONAL NUMBER?

An International number needs to be dialed with a country code first, and then the number. Before the country code is the code identifier with is usually a + sign. Dialing from a fixed line network the + will normally be replaced by 00. So to phone the number 059 556 8888 in Namibia you would dial 00 26 59 556 8888:
00 – I’m dialing International
26 – I want to dial a number in Namibia
59 556 888 – the specific number I am dealing.

I GET THE MESSAGE “YOUR CALL LIMIT HAS BEEN REACHED” WHEN I PHONE OUT – WHY?

You pay a connection fee per concurrent call you want to make. On analogue phones it does not matter because you can only make one call per line, but on IP phones you are able to make multiple concurrent calls on a single number. If you only have 1 registered concurrent call and you try to make another this message is presented.

HOW CAN I MONITOR MY VOIP CALLS?

See under “How can I monitor my data usage?”

CAN I HAVE A VOICE MAILBOX?

Yes. Contact support for assistance.

CAN I FORWARD MY VOIP CALLS TO MY CELL PHONE?

Yes. Contact support for assistance.

Wi-Fi

WHAT IS WI-FI?

Wi-Fi is a popular technology that allows an electronic device to exchange data wirelessly (using radio waves) over a computer network, including high-speed Internet connections. The Wi-Fi Alliance defines Wi-Fi as any “wireless local area network (WLAN) products that are based on the Institute of Electrical and Electronics Engineers’ (IEEE) 802.11 standards”. However, since most modern WLANs are based on these standards, the term “Wi-Fi” is used in general English as a synonym for “WLAN”. Most moderns devices are equipped with WiFi capability based on the IEEE 802.11 a/b/g/n standards, like Laptops, Smart phones, Tablets, and even gaming consoles like Xbox, Wii, Playstation and TV’s operate with WiFi.

IF MY WI-FI IS NOT PASSWORD PROTECTED CAN SOMEONE ELSE USE MY INTERNET CONNECTION?

Yes. If I am in reach of the AP (access point) of a Wi-Fi router I can connect to it and use the connection. Because of the 802.11 standard all devices conforming to the standard can connect to one another. Mostly Wi-Fi is designed to give access within a close range environment, but you might be able to pick up the Wi-Fi AP of your next-door neighbour. Security protocol like WEP, WPA & WPA2 can be used to secure these connections with pre shared keys. Please remember that security is your own responsibility and that you need to ensure that everything is as secure as you would need it to be.

CAN MY CELL / SMART PHONE USE INTERNET DATA IF IT’S CONNECTED TO MY WI-FI?

Yes. Especially the newer generation of smartphones like iPhones etc. use a lot of Internet data for upgrades and the like. If you are connecting these devices make sure that you are aware of what their settings should be. Also, since these devices are fully Internet capable they can use a lot of data if they are in the wrong hands.

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