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?
Since the introduction of GDPR all domain names now have their WHOIS Record data masked by default. Should you wish to have this information displayed, please contact Freeola Support.
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. We provide an in-depth guide to changing your DNS within our Support Centre.
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. We provide a step-by-step guide on changing this information within our Support Guides pages.
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.
Full details of this process can be read on our Moving House guide.
My router DSL 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', '@'freeola.net' or '@dsl.freeola.net'.
Password: This will be listed within your MyFreeola account.
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 internet 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.
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.
My house has just been connected to fibre, what services can you offer me
To check what internet services Freeola are able to offer please visit our easy-to-use Line Checker. After entering your telephone number and/or Post Code we will run an up-to-date check on your line and let you know which services are available to your premises.
Each potential service will clearly display an estimated speed and break-down of monthly costs and any minimum contract periods that may apply.
Please note, if your premises has only just had a new technology installed, it may take 24 to 48 hours for these checks to properly signify this.
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 Freeola Web 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 (Web Hosting 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.
Why is my site showing as Not Secure?
This phrase will appear within some web browsers and search engines if your site does not have an SSL Certificate attached.
If you would like your site to display via HTTPS ('secure') and have the 'padlock' icon shown within visitors web browsers you will require an SSL Certificate. SSL Certificates further encrypt the information that is sent and received from your website protecting your user’s details while they browse your content, while also helping to increase your Search Engine ranking.
For more details on SSL Certificates please visit the SSL Certificates page.
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.
What is the difference between One Address and EmailPro?
Freeola One Address is a service that provides a single free e-mail address on every domain name registered through, and hosted with, Freeola & GetDotted. This service offers a POP mail account with full SMTP and Freeola Webmail access.
EmailPro is a subscription service that allows the creation of an unlimited number of email accounts on a single domain. This service provides the choice between POP or IMAP mail protocols, full SMTP and Webmail access as well as greater control over your account through the use of Message Filtering, Spam Level Control and Black/White Lists.
I have attached an SSL Certificate to my site, but it still shows as 'Insecure'.
Once you have purchased the certificate and the validation is complete you may need to make some changes to your website before all visitors can see the secure pages.
In many cases this will be straight forward, but we have provided a helpful guide within our Support Centre to outline these processes in detail.
What are your call charges for Silent Line Rental?
Our Line Rental package does not come with the ability to make outgoing calls - outside of emergency and freephone numbers - but can still receive incoming calls.
How can I update my contact details with Freeola?
To update your primary contact information log into your MyFreeola Control Panel and select Contact & Login Details from the My Account Details section of the left-hand menu. The following page will give you the oppertunity to update your Contact/Login Email Address, Account Recovery Information and Postal and Telephone Contact details.
Changing the Postal information will also allow you to update Domain Registration and Invoice addresses.
How do I change my payment method?
To update your payment method log into your MyFreeola Control Panel and select Billing Payment Methods from the My Account Details header of the left-hand menu. The following page will give you an option to Update Payment Method.
Freeola currently accepts VISA and Mastercard Credit and Debit cards, Paypal, and Direct Debit Mandates for on-going payments.
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