 Frequently Asked Questions
General
What is the difference between QALA and other service providers?
QALA is more than a telecommunications service provider. Unlike other providers, QALA does not just offer broadband access. In fact, QALA's broadband access solutions serve as the ultimate platform for a range of performance-enhancing solutions designed for the business market. Enterprises will be able to take advantage of powerful solutions including LAN-to-LAN connectivity, wireless Ethernet, data centre facilities, broadband Internet, next-generation applications and a range of other services designed to meet their varied communication demands.
What kind of technologies does QALA use?
QALA is highly technology-driven and utilizes state-of-the-art network and systems infrastructure to deliver affordable bandwidth and value-added services to its customers. QALA uses several solutions in its network for high bandwidth connectivity such as DSL, cable, LMDS, Gigabit Ethernet, and DWDM. In addition, QALA also implements cutting-edge solutions and partners with trusted vendors to offer customers a whole array of value-added content and application services.
Does subscribing to QALA automatically terminate my other Internet accounts?
No. The decision to continue or terminate any other accounts is entirely at your sole discretion. Subscribers choosing to terminate their ISP accounts and upgrade to QALA may keep their ISP email address and automatically forward all emails to their QALA email account.
Do I need an existing Internet account to subscribe to QALA?
No. We will provide you with Internet access and a number of email accounts (depending on the plan you subscribe to).
Do I have to pay any installation charges?
Yes. The amount will vary depending on the plan you take.
What is the minimum QALA sign-on period?
You may terminate your QALA account at any time. However, there will be an additional surcharge if your account is less than 12 months old.
Can Macintosh users on my network get access to the Internet through QALA's service?
Yes. Any computer connected to the customer's local area network will have access to QALA's services, including the Internet.
If I move location, can I take my QALA service with me?
Depending on the location you are moving to, QALA can arrange for a hassle-free relocation of your service.
What is ADSL?
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. ADSL allows higher bandwidth to be sent down a standard copper pair of wires, such as that used to provide your regular home telephony service. It also 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 the Internet and use the phone or fax at the same time. You can enjoy high-speed Internet access and Video-On-Demand services, with high data security (compared to cable modem technology), 24 hours a day too. Due to its high digital quality, ADSL technology vastly improves telecommuter-networking functions, the speed of on-line multiplayer gaming as well as real-time video streaming capabilities.
How does ADSL compare to cable modems?
ADSL gives you a private and secure connection over a single telephone line, while cable modems share their bandwidth with multiple users. This means that connection speeds for cable modems will vary according to the number of users who are using the same bandwidth. 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.
Can I run both dial-up modems and ADSL modems?
Yes, but we do not recommend it. You could experience slowness during surfing, while incurring the additional cost of maintaining two active connections.
Will the speed be affected when someone is making a call while access is being made into QALA's service at the same time?
No. The advantage of QALA's services is that it utilizes a separate bandwidth, allowing you to make/receive calls while enjoying the high Internet access speed at the same time.
Why does my connection speed to the Internet occasionally slow down when I am accessing an overseas website?
QALA provides fast access speed to the Internet. However the connection speed is just one of the many factors which affect the throughput speed experienced by the Internet user. Other factors include: - 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 optimised to enable more simultaneous user sessions rather than faster throughput speeds.
- 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.
- Nature of Internet traffic. This is not deterministic, i.e. sometimes there are blockages on the Internet, which is beyond the control of an ISP.
How can the speed of the Internet be improved?
The Internet infrastructure is constantly being upgraded to handle rapidly increasing usage. 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: - Increasing server access speeds
- Improving backbone and NAP (Network Access Point) bandwidth
- Increasing router speed
- Introducing ATM into the backbone for much lower latency implementing proxy or cache servers for frequently visited web pages to create local access.
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Product
Can I use my QALA broadband account when I am overseas?
QALA provides roaming facilities for our subscribers. The Internet Roaming Service however, is limited to dial-up speed only. We offer both iPass and QRoam, where one is a usage rated service while the other is a fixed rate per month service. Please refer to our Products and Services page under Roaming to find out more details. Your QALA broadband account can be used to access both services once activated.
Do I incur any telephone charges when I connect using QALA's broadband services?
No. With QALA, you do not incur any telephone charges. Even though you use the same telephone line to connect to the Internet, your Internet data is transmitted on a different frequency from your voice telephone line. Therefore you do not have to pay any telephone charges!
What is the minimum subscription period?
There is a minimum subscription period of 12 months when you sign up. If you terminate prematurely before the end of 12 months, there will be a termination fee of S$40.00 plus the basic monthly subscription fees for the remaining months charged.
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Hardware And Line Requirements
What are the minimum requirements in order to sign-up for QALA SpeedNet? - PC with Intel Pentium II 233MHz, Intel Celeron 300MHz, AMD K6 233MHz or higher processor.
- Operating System: Windows 98 SE, Windows ME, Windows 2000 for an ADSL USB modem. If you use an ADSL Ethernet modem, it will work on Windows 95 & Windows NT.
- Memory: minimum 32MB RAM
- Minimum hard disk space: 70MB
- One free USB port for an ADSL USB Modem, and one free Ethernet port for an ADSL Ethernet Modem.
- Direct telephone line capable of supporting ADSL
- Your Windows operating system's installation CD
- CD-ROM Drive
How do I convert my direct telephone line to an ADSL-enabled telephone line?
Your ADSL modem retailer, or QALA's Customer Services, will help you check with your telephone line provider on whether your telephone line can support ADSL. Once your direct phone line has been verified of being capable of supporting ADSL, you can purchase the modem from the retailer and sign up for a broadband Internet account with QALA. QALA's Customer Services will then submit your telephone line conversion form to SingTel, to enable the broadband access on your line.
If I am not the subscriber of the telephone line, can I still use this line to apply for QALA's broadband service?
Yes.
If I am relocating to another office, what do I need to do?
First of all, you need to check with SingTel by calling 1609 to see whether your phone number can be transferred to your new office. If it is possible, QALA will then charge S$50.00 for re-locating the broadband service to your new physical phone line. The lead-time for relocation is between 7 to 10 working days. Occasionally, technical limitations relating to the location may increase this lead-time.
Will I be able to change my telephone number assigned to my QALA broadband access account?
Yes. You can call the SingTel hotline at 1609 for assistance. As long as the broadband access facility remains on the same physical line, there will be no additional charge from QALA.
If my telephone line is terminated, will it affect my broadband access?
If your direct telephone line is terminated, or your phone line has no dial tone, you should call SingTel's 1609 service hotline to reconnect the line.
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Email Configurations
Below are the direct configuration procedures for different Email clients.
Follow the links according to the client you are currently using.
How do I configure for Outlook 2000?
- Launch the Outlook 2000
- From the main windows, click on "Tools" > "Services" Option
- You should see a dialog window appears as shown
- Double click on the Internet E- mail column.
- Configure the settings as follows:
Name : any name you like
E-mail address: userid@qala.com.sg
- Configure the settings as follows :
Incoming Mail (POP3): "po.qala.com.sg"
Outgoing Mail (SMTP): "smtp.qala.com.sg"
Log on using:
Account Name : userid
Password : email password
- Click on "OK" button to end the settings
How do I configure for Eudora?
- Launch the Eudora program.
- From the main window , click on "Tools" > "Options" option.
- You should see a dialog window appears as shown below.
- From the "Getting Started", type in the e-mail address under the POP account as follows: userid@qala.com.sg
- Click on "Host". In the SMTP column, type in "smtp.qala.com.sg"
- Once done, click "OK" to save changes.
How do I configure for Netscape?
- Launch your Netscape Communicator first.
- At the main screen, click on Edit and select Preferences.
- Double click on the Mail and Newgroups category. Choose Identity. Enter the following information:
Your Name: (your full name)
Email Address: your Email Address.
- Click on the Mail Servers category, and enter the following information:
Outgoing mail (SMTP) server: smtp.qala.com.sg
Outgoing mail server user name: Mail server user name: your userid
- Now, double click on the Incoming mail server. Enter the following information.
Server Name : po.qala.com.sg
Server Type : POP3 Server
User Name : your userid
- Once done, click on OK all the way to save changes.
How do I configure for Outlook Express?
- Launch the Outlook Express
- From the main windows , click on "Tools" > "Accounts..." option
- You should see a dialog window appears as shown below. From the "Mail" tab, select the account and click on the "Properties" button.
- Next you should see another dialog windows appear
- Configure the settings as follows:
Name : any name you like
E-mail address : userid@qala.com.sg
- Next, Click on "Servers" tab
- Configure the settings as follows :
Incoming Mail (POP3): "po.qala.com.sg"
Outgoing Mail (SMTP): "smtp.qala.com.sg"
Log on using:
Account Name : userid
Password : email password
- Click on "OK" button to end the settings
For configuration procedures on Corporate Email Hosting for different Email clients.Follow the links according to the client you are currently using.
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Modem Installation
Is an ADSL-enabled USB modem easy to install?
An ADSL-enabled USB modem uses a Plug and Play installation system. The modem comes with the necessary installation software, which provides simple step-by-step instructions.
If I need help for the modem installation, whom can I call and how much will it cost?
You can call QALA's Technical Support help desk at 1800-QALA TSS (1800 725 2877), for a step-by-step guide to installing your modem. QALA's Technical Support will be able to help you arrange an appointment for a home installation service.
What does the ADSL-enabled USB modem package comprise of?
Normally the ADSL-enabled USB modem package includes the flilowing: - ADSL external modem (USB Version)
- Modem installation guide
- Installation CD with modem driver
- RJ11 telephone cable
- USB cable
- 2 Micro Filters
- Warranty form
- Technical Support form
The content of the package will vary depending on the brand of the modem.
What is a Micro Filter and why do I need one?
A Micro Filter is a device that filters any noise interference you may hear when you make a phone call or surf the Internet. Normally an ADSL-enabled USB modem comes with 2 free Micro Filters. Additional Micro Filters can be purchased at computer stores.
What is a USB Port?
USB stands for Universal Serial Bus. It is a standard that enables PC ports to facilitate better compatibility and installations for peripheral devices. Peripherals connected via USB should work almost immediately without the need for much configuration or restarting of the computer.
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Technical Support
How do I check if my PC meets the minimum requirements to connect to QALA's broadband ADSL services?
To check if your PC processor meets the minimum requirement, click on the Start button at the lower left side of your window task bar. Select "Settings" followed by "Control Panel". Once the "Control Panel" window opens, double click on the "Systems" icon to check if your PC is using Windows 98, Windows 98SE or Windows ME.
In this section you can also check if your PC has at least 32MB RAM. To check the version of your USB controller in your Windows OS, go to the "System Properties" window and proceed to check "Device Manager" and double click on the Universal Serial Bus Controllers.
What is the difference between a regular telephone line and an ADSL-enabled telephone line?
Your telephone line becomes ADSL-enabled when the line is re-routed through the DSL Access Multiplexer (or DSLAM) located at the telephone exchange building near your residence or office.
Do I need a direct telephone line to obtain QALA's broadband Internet access?
Yes. The line will not work on a PABX system or hunting line. However, you can use your direct telephone line to connect to your QALA Internet access account and make or receive telephone calls or faxes simultaneously.
Can I use an analogue dial-up modem to connect to my QALA broadband account?
No. For the moment, QALA's network only supports connections via ADSL modems.
Can my Macintosh computer connect to QALA's broadband service?
Some of the modems such as Alcatel Speed Touch USB support Macintosh platforms. Please check with the modem vendors for details.
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Family Surf Promotion
If I am an existing QALA's subscriber, Can I upgrade to the new Family Surf promotion?
Yes.
For QALA's No Frills 512kbps/1500kbps:
- It will supersede the existing plan, meaning a brand new 12 months contract will arise.
- There will be an additional 30MB to your current Family Surf web package if you do not want the 3 email accounts.
- The new pricing takes effect immediately for the month of June if you sign up before 13 June 2004. After which, it will take effect from 1 July 2004.
For QALA's Family Surf 512kbps/1500kbps:
- It will supersede the existing plan, meaning a brand new 12 months contract will arise.
- There will be an additional 100MB to your current Family Surf web package.
- The new pricing takes effect immediately for the month of June if you sign up before 13 June 2004. After which, it will take effect from 1 July 2004.
For existing 512kbps customers going on to 1500kbps:
- It will supersede the existing plan, meaning a brand new 12 months contract will arise.
- There will be an additional 100MB to your current Family Surf web package.
- The new pricing takes effect immediately for the month of June if you sign up before 13 June 2004. After which, it will take effect from 1 July 2004.
*Note: The bandwidth on demand plans will be removed immediately upon approval of the new plans for all upgrades.
If I am a new subscriber, can I trade in my current USB modem?
Yes. We will take in all USB modems if they are in good condition and come with the standard package.
If I already had an USB modem, can I trade in free modem provided by QALA for lower pricings?
No.
Does QALA provides a No Contract Family Surf plan?
No.
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ADSL Modem & Wireless Equipement PDFs
What are the configuration procedures for different types of wireless LAN equipment?
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Accessing Our Hotspots
A few simple steps to adopt and you will have the pleasure of using our Wireless Hotspots
You will have to ensure that your Notebook is configured for DHCP and your Wireless LAN PCMCIA configuration has got SSID set as BECIMO.
We have taken the liberty to set up a simple guide to assist you. Please click on the links below if you are not familiar with the above configurations:
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Availability
Is QMax available in my area?
Click here to determine if we currently serve your community or town. If not, check back often, as we are one of the fastest growing Internet service providers and are continually expanding the areas we serve!
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Services
How fast will my Internet connection be?
We offer a number of easy-to-understand plans, with various download speeds. Click here for plan information in your area.
Is there a limit to how much I can use my Internet connection?
No. QMax high-speed Internet service is always on, and you have unlimited usage every month!
What does "Internet-On-The-Go" mean?
In most services areas, QMax offers a unique, portable modem, made by Navini Networks. Not only does it work in your home, but you can take it with you anywhere in your service area - from the local cafe to the neighborhood park!
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Compatibility
What are the minimum system requirements to use QMax service?
Your computer must have a 300MHz processor, 128MB RAM, Windows 98, Windows 2000, Windows XP or Macintosh OS X and Internet Explorer 5.0 or higher (or equivalent browser) to receive QMax service.
Will I need a phone line to connect to the Internet?
No. There are no phone lines required to use QMax, and your service is always connected - with no busy signals or slow dial-up modems!
Are Macintosh computers compatible with QMax?
Yes. Any computer with an Ethernet port/adapter is able to connect to the QMax system.
Can I use any Internet browser with QMax?
Yes. All of the major browsers function properly with QMax.
Can I use any email program with QMax?
Yes. All major email programs work with QMax.
Will my connection be fast enough for on-line multi-player games?
Yes. The average ping time is under 90ms. These times may vary, depending on the distance to the transmitting tower and environmental conditions.
Will any ports or Internet sites be blocked?
No. QMax DOES reserve the right, however, to block any ports it deems necessary in order to ensure optimum network performance. An example would be a virus that spreads itself via a non-standard TCP/IP port.
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Affordability
What do you mean by "no hidden costs or mystery fees"?
Most Internet Service Providers inundate their customers with "extra" costs that do not show up until the bill comes in. At QMax, we are upfront about our costs - we are affordable, offer great high-speed services, and the best part is we only charge a low monthly fee and local taxes!
Do I have to buy any equipment?
Yes, you will need a modem. QMax offers two great choices for compact portable modems for your notebook or desktop computer. Price information is listed along with all our subscription plan details. However, if your computer does not currently have an Ethernet port, non-standard installation is required. If you wish to purchase accessories (e.g. routers, batteries, etc) you will have to purchase such equipment separately.
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Technology
Do I have to install any software?
No. The only software needed is a Web browser and a standard email package, which you probably already have on your computer. We suggest Internet Explorer and Outlook Express, but any standard software packages will work just as well.
What is the relationship between QMax and Motorola and Navini Networks?
QMax is committed to providing you with the most affordable and reliable service possible. That's why we've teamed up with some of the best technology providers in the industry. All of our services run through either Motorola technology or Navini modems - reputable brand names you can count on!
Is QMax a DHCP (Dynamic Host Configuration Protocol) or a fixed IP (Internet Protocol) address?
Our Residential plans are provided through DHCP. Our Small Business plans are provided through a fixed IP.
What will the limits be, if any, for the size and speed of FTP downloads?
As with any Internet connection, the limitations will vary depending upon the content being downloaded as well as where the content is being downloaded from. QMax cannot be responsible for networks outside of its own.
What is the latency of the connection?
Latency will typically be less than 90ms. These times may vary depending on distance to the transmitting tower and environmental conditions.
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Billing
How can I make my monthly payment?
QMax accepts GIRO, cheque or a valid credit card for automatic and convenient bill payments without late charges.
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