Frequently Asked Questions
Welcome to the Freeola Internet customer support pages. This is an FAQ designed to help with problems we are regularly asked. For more internet help topics please visit our main Support Page.
How long with it take for my domain to transfer to Freeola?
Depending on the type of domain name, it can take anything from a few hours to several days for such transfers to complete. Typically Nominet domain names (anything ending in .uk) will transfer within a few hours, all other domain name types can take between 3 and 10 working days to finalise.
How do I hide my details on the WHOIS Record for my domain?
In order to Enable (or Disable) WHOIS Privacy for any domain name you administer simply select WHOIS Privacy Settings from the Domain Names section of the left-hand navigation menu of your MyFreeola account. The following page will list your domain names separated by their current Privacy Status. Selecting your domain name from the list will provide you with the available privacy options for this domain.
How can I change the DNS on my domain name?
In order to change any DNS settings on your domain name please log into your MyFreeola account and click the 'DNS Settings' option in the 'DNS Records' section of the control panel. To continue, select your domain name from the available list then click the 'Change DNS' button. From this page you will be able to change the full DNS or Advanced Records such as A, MX, CNAME, SPF or sub-domain settings on any domain name you manage.
I have sold my business, how do I change the owner of my domain?
Domain registrant changes can be made from the My Domains section of your MyFreeola account. Simply select Domain Settings next to the domain name you would like to make the change on, then Change Registrant. From this section you will be able to alter the Registrant Name, Address and Type (.uk domain names only).
I am moving house but want to keep my Freeola Broadband connection.
Unfortunately, we cannot transfer ADSL from one line to another as the service is assigned to the physical telephone line, rather than the phone number itself. This means that you will need to terminate the connection on your old/current line and sign-up again on your new line.
If you are transferring your number to your new line, you will need to wait until the connection has fully ceased and for BT to clear their database (up to 48 hours after your cease date). However, if you are using a new telephone number, and as long as your new line has been confirmed active by BT, you can place the new order immediately by visiting our broadband page.
In order to terminate the broadband on your old line, please log into your MyFreeola account and select End Subscription from the Broadband Details page before selecting the Home Mover option. Please be advised all broadband ceases come with a Termination Charge and have a 30 day termination period. Providing your new account goes live within 3 months of your current connection ceasing, you will be entitled to a 50% rebate of this cease fee which can be claimed from the same section of your MyFreeola account once this is active.
My router ADSL light is on, but I am not connected to the internet.
These types of problems are normally down to hardware issues, or a temporary issue within the BT Network. This is not always the case, but to eliminate the possibility of a hardware fault, please carry out the following:
- Power down your router for AT LEAST 10 minutes, this can be achieved by removing the electrical plug from the device, or switching off the mains power plug for the router. This will 'flush' the connection with the telephone exchange, and can help resolve any temporary issues with the line or router. You can leave your computer/laptop on during this period.
Once you have restored power to the device, it may take 5 or 10 minutes for a connection to be re-established. If, after this period, your connection is still not restored, then please continue with the following steps:
In order to check the following, you will be required to log into your router control panel. This is accessed by typing the IP address of your router into the address bar of a web browser. This address is typically '192.168.1.1' or '192.168.0.1', although alternatives do exist. If you are unsure of this address, most routers will list this information on the back, or base, of the device.
- Once logged in, check the settings within your router/modem, usually from a 'Setup', 'Internet', or 'PPP' menu heading, ensuring that the following are correct:
Username: This will be in the form of an 'sr' number, followed by '@adsl.enta.net', '@adsl.freeola.net', or '@dsl.freeola.net' (Unlimited ADSL Customers Only).
Password: This will be printed on your ADSL 'Welcome Pack' sent by Freeola, but is also listed within your MyFreeola account on http://freeola.com/.
The following settings should also be found within the same section of your router: VCI = 38 | VPI = 0 | MTU = 1458| PPPoA | VC-MUX
Once these settings have been confirmed, save and reboot your router. Please note, most routers take 3 or 4 minutes to fully reboot and retry the connection.
- If you are still unable to connect after trying these two steps, the next test we would advise is to try with an alternative router or modem to help rule out hardware issues. As your connection is still appearing in synchronisation, you can continue to use the current microfilters and cabling.
If this still does not work, or you are unable to test with an alternative router, please contact the Support Team on 01376 55 60 60 and we can then look into further testing, or progressing the fault for investigation with BT.
My internet speed is slower than expected, what can I do?
Things to try to improve your Broadband Speed:
1) Try testing the connection from the Master BT Socket. This is normally the first phone point you will see after entering the premises.
2) If you take the faceplate off the BT Master Socket, you may find a 'test' socket toward the bottom-right hand corner. Plug your micro-filter and modem/router into this and monitor over a few hours (24 is recommended as a minimum) to see if the line stability returns, and therefore speed.
3) Make sure that no other devices are plugged into the phone line while testing. This includes telephones, fax machines and 'Sky' boxes, if installed.
4) Make sure no telephone extension leads are used as this will degrade the ADSL signal and can cause the issues you are describing.
5) If possible, change the hardware that is being used, this would include microfilters and your router/modem. At this stage, we are not advising to buy new hardware, just if you have spare or can borrow a modem, this would help to narrow down the possibilities.
6) Check the settings on your router/modem. VCI = 38 | VPI = 0 | MTU = 1458| PPPoA | VC-MUX
7) The last item to action would be to check that your router does not have 'Connect on Demand' or 'Idle Timeout' selected, or turned on. Should your router include it, this option should be found within the same location as the above settings.
If your connection has been intermittent, these above steps should help resolve this issue and return your internet speed to the expected levels. If you need help with any of these steps, or have any further questions, please contact our Support Team on 01376 55 60 60.
How can I find out my broadband usage?
In order to view the usage on your Freeola Internet Connection simply log into your MyFreeola Control Panel and select Broadband Details & Usage from the Broadband & Line Rental section of the left-hand navigation menu.
All data usage can be found on this page, along with other information on your service with us.
I have forgotten the details I need to upload files to my webspace, where can I find them?
If you wish to find out the FTP information for any domain name you administer you will be required to log into the MyFreeola Control Panel that manages this.
Once logged in, select Web Sites & Hosting and then My Websites from the left-hand navigation menu then Options & FTP Settings next to the domain to see the information you will require to access your site in this manner.
I wish to cancel my VIP Hosting or InstantPro service.
In order to cancel any on-going service simply log into your MyFreeola Control Panel, select the service from the left-hand menu (VIP Hosting and InstantPro can be found under Websites & Hosting) and follow the on-screen instructions to end the subscription. Your service will run for the paid-for period at which point it will be removed and no further charges will be made for this service.
I cannot connect to my webspace via FTP, is there a problem?
In order to connect to your standard hosting space with Freeola you will need to be connecting via a Freeola Internet connection. If you do not have a Freeola Internet connection you can migrate to our Broadband service or upgrade your hosting package to our VIP and VIP+ subscriptions.
If you are already a Freeola Internet or VIP Hosting customer and cannot connect to your account then another possible cause could be that your FTP is being blocked from working by some kind of security installed on your computer or router. This includes Anti-Virus and Firewall software, to check if it is security try disabling all security programs you have installed then try connecting to your web space. If you manage to connect you will need to reconfigure you security software. In case this does not improve the situation try uninstalling your security software.
Is there anything I can do to reduce the amount of 'Spam' e-mail I receive?
Unfortunately spam mail is on the increase generally, and whilst we (and every other e-mail provider) continue to filter out any mail that can be clearly defined as spam before it hits your inbox, we are not able to eliminate it entirely. Any active address is a potential target, and most people will have seen an increase recently.
However, you may find that the Advanced Filtering Options included within our EmailPro service help reduce the number of unwanted e-mails you are receiving to your inbox. Details of this service can be found on the Freeola Email pages.
Once active, you can access these settings from the 'Security' section found by logging into your MyFreeola account, selecting My Email Addresses, under the Email Addresses heading, from the left-hand navigation menu, and finally Settings & Features next to your address. You can also make changes to these settings from the Settings option found within your Freeola Webmail page.
I can receive e-mail, but not send.
Faults with sending e-mail are generally down to the settings within your mail client.
If you are a Freeola Internet customer or are subscribed to our EmailPro service your outgoing mail server should be set to smtp.freeolamail.net. In order to use this server you will also need to check the My Outgoing Server Requires Authentication option found with the Outgoing Server or More Settings section of your mail client.
If you are not subscribed to EmailPro or Freeola Internet your outgoing mail server will be one supplied by your current Internet provider. This should be something freely available on your ISP's website. Should you wish to use a Freeola SMTP server you can sign up to our EmailPro service.
If you continue to have issues, please contact the Freeola Support Team on 01376 55 60 60.
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