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1. How am I charged? |
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You are charged 5 cents per minute, after the free hours, when accessing the Internet using your Magix ADSL service or analog dialup modem. It is charged in per-minute block. Kindly be informed that dialup service is non toll free. |
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2. When do charges begin and end? |
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For Premium Surf Plan users:
The access charges begins when you power up your modem and network
activity is detected by Magix billing system. Network activity occurs
when there is data sent between your PC and the Internet or between your
PC and Magix servers. There is network traffic whenever you surf the
Internet, access your emails or Magix content.
Please note that web pages with moving banners will be sending
data to you constantly. Also, please note that certain background
programs are web-based and so will generate network traffic.
Therefore, it is strongly advised that you disable such programs
from your PC. For example, you will also need to disable ICQ and
frequently - scheduled anti-virus listing updates to prevent constant
network activity being charged to your account.
For Super Surf Plan users:
The access charge begins when you establish connection with
Magix i.e. when a dialog box stating "Call Established" and a service
icon appears in the taskbar.
The access charge stops when you select to "Disconnect" from
the service icon in the taskbar. It is important that you disconnect
fully from the service as closing your Internet browser, for example,
will not cancel your connection. |
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3. How can I check my usage hours? |
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Our BillCheck service allows you
to check your current usage as well as your remaining free hours balance for the
month and Time Bank minutes. |
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4. If I sign up for Magix in the middle of the month, will
I be allocated the full number of free hours entitled in my plan? |
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Yes, you will get the full free hours of your plan. If you cannot use
them all, there is no need to worry since our
TimeBank service will
automatically carry them over to offset against your next month's usage. |
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1. What are the benefits of Global Roaming service provided by Magix? |
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It allows subscribers who are overseas to access their Magix
account to surf the Internet and access their emails without
having to make costly IDD calls. Even though you are in a foreign
country, you pay the country's local phone charges, saving you
costly phone bills.
The great news is this service is automatically enabled for
every Magix account upon sign-up and it is free of charge!
You simply use your emial user ID and password to access your account
via an overseas ISP who is affiliated with GRIC or iPass.
(We give you a choice of two roaming service operators). The foreign ISP will
then connect you back to Magix services such as email. |
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2. What are the countries and cities that I can roam from? |
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Both GRIC and iPass are affiliated with ISPs from almost every
major city around the world. You can verify whether there is an
affiliated ISP at your destination by checking the phonebook
included in the GRIC or iPass software or by viewing their growing
list of ISP partners at their websites, www.gric.com and www.ipass.com,
respectively. |
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3. What are the differences between iPass roaming and GRIC roaming? |
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Each service has its own strength in terms of coverage,
services and pricing. Please refer to our
Global Roaming page to see which service is more ideal for your needs. |
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4. Can I use both GRIC and iPass roaming network alternatively? |
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While you certainly have the option to switch between the two services,
it is often more cost effective to stick to one, depending on your
usage habits and requirements. |
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5. How will I be billed? |
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For your convenience, your monthly Global Roaming charges
will be added directly to your monthly Magix bill. |
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6. Will my free hours be used to cover my roaming usage? |
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No. Your Global Roaming usage is accounted for separately from
local usage and will not be deducted from your free hours. Your
free hours will only be utilised for local Magix usage. |
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7. Is there any special software or configuration I need to have
if I want to use Global Roaming services? |
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To better personalize your Global Roaming options, you will need
GRIC Dial for the GRIC network and Microsoft Connection Manager for
the iPass network. Both applications are available for free download
at their respective websites, www.gric.com and www.ipass.com. |
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8. Is it compulsory to use these software for roaming connection? |
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No, as we know that you may prefer other software more
suited to your needs. However, we do recommend using these
software since both applications carry a host of features, such
as a phonebook of dial-in numbers, to make roaming more convenient for you. |
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9. Is it compulsory to use this software for roaming connection? |
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Certainly. In fact, it's probably a good idea to do so, in case the country you are
visiting only has coverage with one network. |
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10. When I am overseas, logging in via either the GRIC or iPass roaming service,
is there any difference from the usual way I log in for dialup access in Singapore? |
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Just two things to note. You have to enter the domain name in addition to your user ID
when you log in to the roaming service. For example, you will need to
type 'johnny@magix.com.sg' instead of just 'johnny'.
Also, you have to set the Outgoing Mail SMTP Server in the email client
software to "roaming.magix.com.sg" instead of "mail.magix.com.sg" when in Singapore.
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11. Which is the correct password to use for roaming? |
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Please use your present email password as your roaming password when you log in. |
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12. Why is the phone number listed in the phonebook not working? |
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There are a few possible reasons for this.
a) Occasionally, the local ISP may change or delete the phone number.
Always update your phonebook before your next trip.
b) You may encounter difficulties dialing in if several users are trying
to log in at the same time. Try dialing another available number or the next
nearest city number, or wait a few minutes before trying again.
c) If you can connect successfully to another number, it may also be due to
the initial access number or site being temporarily unavailable.
d) If you are unable to connect to the other access numbers, this may indicate
that your modem is not well connected to the phone line or that you have a modem
compatibility problem. Consult technical support or your modem manufacturer.
e) Many hotels require that you to dial a number to get an outside line. Make sure
that you are dialing the required prefixes and local dial code for the region. |
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13. What if I need roaming assistance? |
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If you are overseas and encounter roaming difficulties,
please call the helpline of the local ISP in the country you are in for further assistance.
The local ISP help line number is available in the dialer phonebook.
You can Contact Us via email to
adslhelp@magix.com.sg or technical
helpdesk 1800-777 2900 for technical assistance to set up your roaming
service e.g. dialer. We strongly recommend that you familiarize yourself
with the user guide of the respective dialer (GRIC or iPass) you have chosen
by visiting our Global Roaming page.
It contains useful information on the system requirements and settings as well as
how to get connected. |
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14. Why is my Internet access sometimes a bit slow? |
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It may be due to one of the following:
a) A noisy telephone line often causes slow transmission speed.
This is often the case in hotels. This can cause modems to work at a slower
baud rate than their top speed because the modem has to correct for data errors.
Most access numbers support connections of at least 28.8kbps but can be hindered by
the telecommunications network in the specific country.
b) Proxy servers are used by many ISPs to speed up Internet access as
they operate like a huge memory of web pages so that popular sites are served
from a local source instead of using overseas bandwidth. If the proxy server is set
in your browser, disable it until you are accessing your account again from your home ISP. |
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1. What is ADSL? |
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ADSL stands for Asymmetric Digital Subscriber Line. It is a
cutting-edge technology that transforms ordinary phone lines
into high-speed digital lines for ultra-fast Internet access.
Because of its high digital quality, ADSL technology vastly improves
telecommuter networking functions and the speed of on-line multiplayer
gaming as well as real-time video streaming capabilities.
ADSL provides you with simultaneous Internet and voice/fax capabilities
over a single phone line since it maximizes the capacity of your line.
This means that you can surf on the Net and use the phone or fax
at the same time. It lets you enjoy high-speed Internet access
and Video-On-Demand services, with high data security (compared to
cable modem technology), 24 hours a day.
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2. How does ADSL compare to cable modems? |
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ADSL gives you a private and secure connection over a single
telephone line, while cable modems share their bandwidth with
multiple users. In essence, this means that connection speeds
for cable modems will vary according to the number of users who
are using the same line. Cable modems are also limited to homes
which can support two-way cable modem transmissions, whereas ADSL
is available to anyone with a phone line. Moreover, you will
require additional new cabling to support cable modem, while
ADSL can work on your existing phone line. |
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3. Can I run both dial-up modems and ADSL modems? |
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Yes, but we do not recommend it. You could experience slowness during
surfing, while incurring the additonal cost of maintaining two active
connections. |
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4. What is the function of the micro-filters, supplied
together with my Magix modem? |
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When you subscribe to Magix service, your home telephone line will
be converted to an ADSL line. A micro-filter is used in conjunction
with your phone line to improve your Magix connection quality. It
filters away high frequencies, so that the ADSL signal will not be
affected when the phone is being used. As a result, your phone line
can be used to surf the Internet at high speeds and at the same time,
you can make or receive phone calls, all without interference. |
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5. How do I connect the micro-filter? |
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It is connected between the telephone wall socket and analog device
(for example, telephone set, analog dial-up modem etc). If you fail
to do it, it will cause disturbance on the Magix connection. As a result,
the ADSL line may end up resynchronising continuously when the analog
device is used at the time. |
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6. How many micro-filters do I need? |
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As long as you have an analog device (for example, telephone set,
analog dial-up modem, fax machine etc) connected to a particular
telephone wall socket, you will need to install a micro-filter
between the analog device and the phone socket. |
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7. Is there a maximum number of micro-filters I can install? |
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Please restrict the number to four micro-filters. Please
Contact Us at our Installation Hotline if your home phone system configuration requires you to install
more than four micro-filters. |
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8. Can the ADSL modem be used as a fax modem for faxing documents? |
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The ADSL modem cannot be used as a fax modem for faxing documents because
it does not have dialing functions. However, you can easily overcome this
by subscribing to SingTel's FaxPlus services which enables you to send
and receive faxes through the Internet. However, if a normal dial-up
fax modem is connected to the phone port of the ADSL modem, users can
also fax via the normal dial-up fax modem and, at the same time, use
the ADSL modem for Magix. |
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9. Will the speed of the ADSL be affected when someone is making
a call while access is being made into Magix service at the same time? |
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No. The advantage of Magix over normal modems is that it utilizes a
separate bandwidth from your telephone, allowing you to make/receive
calls while enjoying the high Internet access speed (up to 512kbps)
at the same time. |
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10. Why does my connection speed to the Internet occasionally slows down
when I am accessing an overseas website? |
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Magix provides fast access speed to the Internet. But access speed is just one
of many factors which affect the throughput speed experienced by the Internet user.
Other factors are :
i. Web server speed. A user would receive data from the Internet only as fast
as the web server can send them out. Typically, web servers are optimized to enable
more simultaneous user sessions rather than faster throughput speeds because people
are more forgiving toward slower speed than to be locked-out due to too many users.
ii. Speed of the link connecting the web server to the Internet. Due
to the high cost of international bandwidth, most servers are connected to the
Internet through links that are no faster than 2Mbps or even 64kbps.
iii. Nature of Internet traffic, which is not deterministic. ie sometimes
there are blockages on the Internet which is beyond the control of an ISP.
iv. Speed of Singapore's link to the Internet. Heavy traffic especially during
peak hours can sometimes cause congestion to overseas sites. However, web sites
that are hosted on servers connected directly to the Singapore ONE network will experience
the maximum throughput speeds. |
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11. How can the speed of the Internet be improved? |
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The Internet infrastructure is constantly being upgraded to handle the rapidly
increasing use of the Internet. Many servers operate at 56kbps. In addition, the
Internet backbone has grown in an unplanned fashion and a
connection may see 20 or more routers. All these create a significant delay
in overall throughput speed.
A great deal of work is underway to improve the Internet experience by:
i. increasing server access speeds
ii. improving backbone and NAP (Network Access Point) bandwidth
iii. increasing router speed
iv. introducing ATM into the backbone for much lower latency
v. implementing proxy or cache servers for frequently visited web pages to create
local access, at least for these pages |
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