How do I change my password?
To change you password, log in to my account, then click on Password

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What is a User ID?
A User ID is like a PIN. You are required to remember your User ID, which can be found on your bills or other notices provided by Ai Tel. Additionally the User ID will be the same as the BPay biller reference number on all invoices to that user. This information is used for verification when you call or email our Contact Centre. You will be required to provide the correct User ID to authorize changes to your account, such as change password or change payment information.

This is a security measure that ensures only you have access to make modifications to your account.

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How do I prevent my modem from disconnecting?
When you experience disconnects from the Internet, it can be caused by many factors. It is not always your computer or your Internet Service Provider. In most cases frequent disconnects are caused by noisy phone lines and Call Waiting, port speed set too high, and in some cases modems that are not functioning correctly. Here are some tips to help you in troubleshooting:

• Make sure that Call Waiting is OFF on your telephone service as the tones will disrupt the data transmission. This can be done by disabling it in your modems control panel, or in your dialup software. You can also place a #43#, before the dialup number you are using.
• Explain to people in your household or work place to not pickup the phone when you are using it for the Internet. This causes frequent disconnects.
• Long phone cables should be avoided. The longer your phone line is, the more line loss you will have and the more equipment on the line the more the line losses will occur. This can cause slowdowns, and varying connect speeds.
• Check your port speed for your modem. In most cases, disconnects can be cleared up by lowering your port speed to something more reasonable. Here is a chart to help you chose the best port speed for your modem:
  19200 for a 14,4 modem
  38400 or 57600 for a 28,8 or 33,6 modem
  57600 or 115200 for a 56K modem

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How long does it take for email to be sent and received?
Email is the most used service of the Internet. Millions of messages are sent and received every single day. Mail servers are very busy machines. In most cases, email will be delivered to the recipient within seconds. However, email may be delivered within days depending upon which route it takes such as a mail server that has gone down and is in the process of being repaired. Because of the paths or "routes" your email message has to take to reach your recipient, there could be a slowdown or a roadblock along the way that will delay your message.

If your email was not delivered, you will receive a message from the email system or mailer-daemon indicating that the message you have sent cannot be delivered to its recipient. If you have difficulties interpreting this email, please notify our Contact Centre and we can help you.

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How do I stop receiving unsolicited email (spam)?
Should you receive email that you do not want, or you have not asked for, simply read through the email looking for any instructions on how to have your email address removed. In most cases, there are instructions provided, to have your email address removed from the email list that you received the email from. Should this fail, you can report the incident to Customer Care for investigation. Many online service providers, and Internet Service Providers are working together to have this type of behaviour stopped. Public free email services have software to block email addresses and this also applies to Outlook Express where email addresses to be blocked can be added to a list.

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Does my Internet access plan include telecommmunication cost?
No. Normal telecommunication charges apply. This means that each successful call you make to the Internet is charged separately by your telephone service provider.

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