Frequently Asked Questions

Here are some questions that we have answered recently on our support line. Have a read through and see if your question is answered here.

Q - My email isn't coming through; what do I do .
A - Here's a couple of things to do before you give us a call.
1/ First check that your computer is connected to the Internet. Commonly we get calls from frantic customers telling us that they can't collect their email but then we find that they are not connected to the Internet. To check your Internet connection we suggest that you open your Internet Explorer browser window and do a search on your favorite search engine. That will let you know if you are online.
2/ The second reason that we find people have is that their firewall's are preventing them from gaining access to our server. Try turning your firewall off for a moment to check if this is the cause of your problems. DON'T FORGET TO TURN IT BACK ON after your test.
3/ Check your web site to see if it is working. Your web site and email are most likely on the same system so if it is not working there may be a problem with the server.
4/ If you still can't get your email give us a call on 07 37116360 and we will help you to resolve this issue.

Q - I have found someone cheaper than you. Why?
A - There will always be products cheaper on the market than the one that you choose. The reason though is that to make it cheaper they have to compromise some part of their business. This means that they may be offering hosting in the US only (Which is slower than our servers in Australia.). They may not have the personal service that you want or need from your hosting provider or they won't guarantee their uptime so you can't guarantee that your site will be up on the web most of the time.

Q - The plan that I have chosen doesn't suit me any more, can I change?
A - Yes you can transfer to the plan that you want after the end of your current payment period. Just let us know that you want to make the change and we will organise everything.

Q- My computer has crashed. Do you keep a copy of emails that have been sent to me?
A- No, unfortunately as soon as you download your email the system deletes it from our server.

Q - I have these annoying pop ups on my computer that keep coming up. What can I do?
A- You are most likely infected by some type of Spy ware. It's a nasty program that has downloaded without your knowledge and takes over some of your computer. Try using the following programs to get rid of it.
Spybot - Search and destroy
ADWARE
Both will remove most Spyware programs on your computer. (I bet your surprised what's actually on there!)
If you are still having problems and you're an advanced user you may try this program
Hijack this

Q - How can I pay my account?
A - We offer Visa, MasterCard or Bankcard as well as direct debit and you can also pay with a cheque if you are paying one year in advance.

Q - How do I upload my files to your server?
A - In your welcome kit we provided you access details so that you could transfer your files to our server. These are called ftp details.
You can use a variety of different programs to upload your files. Front page, Dreamweaver and Contribute are all common web site authoring tools that will allow you to upload using the ftp details supplied. Other common ftp only programs are

Cute FTP
Leap FTP
and many others.
If you need us to supply you with your FTP details simply email us at support@smg.com.au and we can give them to you. We need you to supply us with proof of Identity so that we don't inadvertently give your details to an unauthorised person.