Frequently asked questions - updated 01 Aug 2008
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Frequently asked questions - updated 01 Aug 2008 |
What are the PC Requirements:
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Intel Pentium Celeron 900Mhz or higher |
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128 Mb RAM |
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10Gb Hard disk |
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VGA Card and Monitor |
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Windows 98SE, ME, 2000, XP Vista and Apple Mac |
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No Modem (EmCom supplies the necessary hardware). |
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No Telkom Line – No Telephone or ISDN line or dial-up connections. |
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For USB , customer must have a Pc capable of supporting USB ver. 2.0 |
Can I provide my own equipment?
Yes, only if it is compatible with our network topology, and if used will not be subject to our support.
Does EmCom offer a "Free Modem"
Yes, we have structured several payment / subscription packages to assist the subscriber. T&C apply.
Do I own the equipment?
No! The equipment is issued on a rental basis. T&C apply.
General Questions
What is shaping and sharing?
EmBurst Wireless Technology incorporates protocols for Bandwidth Control, a set of mechanisms that control data rate allocation, and reliable delivery of information.
Quality of Service (QoS) means that that traffic is shaped and prioritized.
QoS is not so much about limiting, it is more about providing a reliable quality of service.
What does burst speed mean?
Burst protocols are used to allow higher data rates for a short period of time.
When additional bandwidth is available as a result of other subscribers being off line, online users may experience up to 25% speed increase.
What factors affect my speed?
Bandwidth speed kb/s may fluctuate and is affected by various factors, such as:
* The subscription package allocated to the subscriber.
* The amount of "active" subscribers on line.
* The activity you are busy with. e.g. e-mail, surfing general, downloading / uploading large files.
* The amount of users "surfing" the same site.
* The amount of bandwidth available on the site being visited.
Is my upload speed the same as my download speed?
No, upload speeds are shaped at ± 35% of download speeds.
Does Skype work on EmCom's network?
Yes, but subject to the limitations of the program itself, and no guarantees are provided.
Can I do online gaming using the EmCom service?
We do not guarantee online gaming performance.
What is meant by un-capped?
Having an uncapped service is not there for the user to see how much bandwidth they can use in amonth, but rather to have the assurance of an uninterrupted and fixed cost service.
The service is allocated a weekly threshold for the month which is divided into a 7 day rolling window.
If the subscriber reaches the threshold before the 7th day, bandwidth will be halved (e.g. 384K to 192K, 512Kbps to 256Kbps).
Once the consumption is reduced, then the bandwidth will be restored to the subscribed level.
The service is monitored and recorded in terms of our AUP policy.
The un-capped thresholds are as follows:
512K = 30 Gig for 30 days which is divided in 4 segments of 7.5 Gig each. The usage is monitored over a 7 day rolling window period.
Should you reach these thresholds the service still remains uncapped but your download speeds are reduced by half (256K)
Note: The service is not hard capped and thus remains un-capped but shaped.
What support is provided by EmCom?
Support includes but is not necessary limited to the following:
Free telephonic support for connectivity related issues.
This is from the Tower to the CPE to the point of delivery at the clients premises.
Telephonic support for all secondary equipment only if supplied by EmCom. i.e. Routers and wireless accessories.
We will endeavor to assist (telephonically) with non EmCom supplied equipment, however the responsibility is on the client to rely on IT support from the institution where the non EmCom supplied equipment is purchased, or alternatively make use of the local IT supplier.
In the event that the client has a business package with EmCom, emergency assistance may be provided for issues relating to non EmCom supplied equipment, and a call out fee of R180 plus labour at R240 p/h is levied.
It is imperative that the client has a basic knowledge of how all IT equipment and software works, and this refers to PC’s routers, printers and any other network devices, and on the software with reference to Internet explorer, e-mail programs and antivirus software.
Do you have 24-hour support?
Yes we have 24-hour support. 076 984 9751. Should the line be busy it will divert to the next available technician, alternatively, just send an SMS to the support number. Remember to submit your account / contract number.
What is the difference between home and business packages?
Business packages enjoy priority on the network during business hours Monday to Friday.
Home packages enjoy network priority after hours and on weekends.
What happens when a tower goes off line, or the network is experiencing problems?
Should the tower not reset after 15 minutes, a brief assessment will be done by the control centre. If the problem is major, all affected subscribers will be notified via SMS.
EmCom will endeavour to have the system back on line within 4 hours.
Can I cancel my contract?
When subscribing, you the subscriber will be contractually bound. However, should a subscriber / client wish to cancel their contract, written notification is required, clearly outlying the reasons for cancellation.
Such requests are reviewed by management and approved or disapproved, as cancellation penalties will be awarded.
