Help

Broadband Help (5)

How do I configure Mac Mail for permaNET?

1. Open Mail
2. Click on Mail and select Preferences
3. Look for the section named Outgoing Mail Server (SMTP)
4. Click the drop down menu and select Edit SMTP Server List
5. Delete any servers you currently have in the list by using the minus button at the right hand side
6. Click the Plus button
7. Double click the new entry and change the server name to smtp.permanet.ie
8. At the end click on Account Information
9. Enter a description. This can be anything of your choice
10. Enter smtp.permanet.ie for the Server Name
11. Click on Advanced
12 Click the Authentication drop down menu and select Password
13. Enter your User Name. Contact permaNET if you don’t know what this is.
14. Enter your Password.
15. Click on OK.

How do I setup outgoing mail on Windows?

You need the details below to setup your email. These are available from our support team.

Server:                 smtp.permanet.ie
User:                    (Contact Support)
Password:            (Contact Support)
You need to authenticate these but do not use secure authentication.

The steps below will guide you through where to enter these settings for most common email programs.
Where you see X enter the details you were given above.

You need to change the settings for your OUTGOING EMAIL SERVER. There is no need to change the settings for you incoming mail server. Here are the steps for the common Microsoft email applications. The steps are similar for other email applications.

FOR OUTLOOK 2007
1.         Start Outlook 2007
2.         Click on Tools and click Account Settings
3.         Double click your email account
4.         Your user information should contain the following:
Your Name: The name other people see as the sender of your email
E-mail Address: Your existing email address
5.          Logon Information should contain the following:
User Name: The username of  your existing email account
Password: The password of your existing email accounts.
permaNET does not hold this password on your records.
6.         Server Information should contain the following
Incoming mail server(POP3): your.incomingmail.server
Outgoing mail server(SMTP): your.outgoingmail.server
DO NOT CHANGE ANY OF THE SETTINGS FOR INCOMING MAIL SERVER
Change the Outgoing Mail Server to:  smtp.permanet.ie
7.         Click on More Settings
8.         Click the Outgoing Server tab
9.         Select Log on using
10.       Your user name is:X
Your password is:X
11.       Ensure remember password is ticked
12.       Ensure Log on using Secure Password Authentication(SPA) is NOT ticked
13.       Click OK
14.       Click Test Account settings
15.       If all the ticks are green then you are fully set up
16.       Click Close
17.       Click Next
18.       Click Finish
FOR OUTLOOK 2003

1.         Start Outlook 2003
2.         Click on Tools and click E-mail Accounts
3.         Select view or change esisting e-mail accounts
4.         Click Next
5.         Double click your email account
6.         Your user information should contain the following:
User Name: The username of  your existing email account
Password: The password of your existing email accounts.
permaNET does not hold this password on your records.
8.Server Information should contain the following
Incoming mail server(POP3): your.incomingmail.server
Outgoing mail server(SMTP): your.outgoingmail.server
DO NOT CHANGE ANY OF THE SETTINGS FOR INCOMING MAIL SERVER
Change the Outgoing Mail Server to:  smtp.permanet.ie
9.         Click on More Settings
10.       Click the Outgoing Server tab
11.       Select Log on using
12.       Your user name is:X
Your password is:X
13.       Ensure remember password is ticked
14.       Ensure Log on using Secure Password Authentication(SPA) is NOT ticked
15.       Click OK
16.       Click Test Account settings
17.       If all the ticks are green then you are fully set up
18.       Click Close
19.       Click Next
20.       Click Finish
FOR OUTLOOK EXPRESS AND WINDOWS MAIL

1.       Start Outlook Express / Windows Mail
2.       Click on Tools and click on Accounts
3.       Click the Mail tab
4.       Double Click your email account
5.       Click on the servers tab
6.       Change the Outgoing mail(SMTP) details to smtp.permanet.ie
7.       At the end of the window “Outgoing Mail Server” ensure My server requires authentication is ticked
8.       Click on Settings
9.       Click on Log using
10.     Type your Account name:X
11.     Type your Password :X
12.     Click on OK
13.     Click on OK
14.     Click Close
15.     Close Outlook Express
16.     Start Outlook Express

Can I have a static IP address?

All of our customers subscribed to a business pack can have a fixed IP address.
We assign the IP automatically to the device you connect to the permaNET modem so you don’t need to enter the settings manually. Our tecnical support team will ask you for the MAC address of your PC or router and we will do the rest.

Why is my internet speed slow?

Speed of internet connection depends on a number of factors such as contention on the permaNET network, efficiency of individual websites and the health of your PC, among other factors.

We ensure we have enough capacity available on our network to provide a fast service and you should expect that your connection functions well at all times, allowing you good internet access.  You should expect to get near the maximum speed of the package you’re subscribed to at off peak times but at on peak times it may be slower.  This is because our services are contended, in line with similar products from other broadband providers.

For business packages the contention ratio is 15:1 and this means the maximum speed allocated to you is shared between a maximum of 15 users.
For residential packages the contention ratio 20:1 and this means the maximum speed allocated to you is shared between a maximum of 20 users.

Because of contention permaNET is unable to guarantee maximum speeds for the package you are subscribed to at all times.

If you feel your internet connection is consistently slower than your package maximum, please run a speed test by following the steps below.

To achieve an accurate speed test, before you run the test please ensure that all other programs running on your computer are closed and the only running program is your internet browser.  You also need to ensure that you run this test with just one computer connected directly to the permaNET modem with a network cable as connecting wirelessly does not give an accurate result.

The steps for carrying out the test are as follows:

1.            Click http://www.speedtest.net and wait for the page to load fully.
2.            Click on BEGIN TEST.
3.            Wait for the test to run.
4.            Click on SHARE THIS RESULT.
5.            Click on COPY.
6.            Submit a ticket and include the link to the result of your speed test. It will be similar to this: http://www.speedtest.net/result/2170589582.png
7.           email support@permanet.ie

I want to make a Complaint. How do I do this?

Please send your complaint in writing by email to customerservices@permanet.ie or by post to Customer Services, permaNET Ltd, Unit 2, Kinvara House, Dublin Hill, Cork.  Please include your name, address and Customer ID.

Home Phone Help (3)

Why can’t I make calls?

Hitron BVW Modem.

If you can’t make calls then check the following before calling us.

1. Is your internet connection working? If its’ not then follow the troubleshooting guide for your modem type.
2. Is your phone connected into Line 1. Line 1 is a black port underneath your modem. Some people confuse Line with the silver Lan ports.
3. Are you able to recieve calls?
4. If you are dialing a local number are you also dialling the area code (021) (053) (068) etc
5. Try using a different handset in case your handset is the problem.
6 . Call our help desk and check for service announcements for your area.

Why can’t I receive calls?

Hitron BVW Modem.

If you can’t make receive calls then check the following before calling us.

1. Is your internet connection working? If its’ not then follow the troubleshooting guide for your modem type.
2. Is your phone connected into Line 1. Line 1 is a black port underneath your modem. Some people confuse Line with the silver Lan ports.
3. Are you able to make calls?
4. Call our help desk and check for service announcements for your area.

Why can’t the other person hear me?

Hitron BVW Modem

If you can call another number and they answer but can’t hear you this is usually a hardware fault with the unit. Similarly if someone calls you and you can’t hear them it’s likely due to a faulty unit.

To be certain we ask that you test using a different handset. If the problem is still there with a different handset then we will need to send you a new phone modem. Please contact permaNET to have this arranged.

Account Questions (12)

How do I get my Invoices?

1. Click here and enter your Order Ref and Modem Mac to login to your account. If you do not have these details please email accounts@permanet.ie or call Accounts 1926 or 021-6010510 to request.

How can I see my Phone Call Records?

Click here and enter your User and Password to login to your account. If you do not have these details please email accounts@permanet.ie or call Accounts 1926 or 021-6010510 to request.

When is my Direct Debit date?

permaNET direct debits are taken on the 28th of each month, or the next working day where the 28th falls on a weekend or bank holiday.
To view your account click here and enter your Order Ref and Modem Mac.  To request these details please contact accounts@permanet.ie

I missed my last Direct Debit Payment. How do I pay my outstanding bill?

If your direct debit payment has been rejected you will be notified in writing by email or letter and an admin fee of €7.50 will be applied to your account.
To settle your outstanding bill online click here or send a cheque, postal order or bank draft, made out to permaNET Ltd, to permaNET Ltd, Unit 2, Kinvara House, Dublin Hill, Cork.  Please remember to include a note with your name, address and Customer ID which will be detailed in your rejection notification.

I missed 2 Direct Debit payments in a row. Can you apply again by Direct Debit?

We cannot.  If you have missed 2 direct debit payments in a row you must settle your outstanding account before we can apply again for a direct debit from your bank account.  An admin fee of €7.50 is applied to every rejected direct debit payment.
To settle your account online click here or send a cheque, postal order or draft, made out to permaNET Ltd, to permaNET Ltd, Unit 2, Kinvara House, Dublin Hill, Cork.  Please remember to include a note with your name, address and Customer ID which will be detailed in your rejection notification.

I want to change my Direct Debit details or sign up to Direct Debit. How do I do this?

Print a copy of our direct debit mandate Here.  Complete in full and return the original mandate to permaNET Ltd, Unit 2, Kinvara House, Dublin Hill, Cork.
You can also request a copy by emailing accounts@permanet.ie or calling Accounts on 1926 or 021-6010510.

I’m concerned that I’m not getting my notifications from permaNET. How can I check?

Please contact Accounts by email at accounts@permanet.ie or by calling 1926 or 021-6010510 to check the details we hold on file for you.

How do I Request Credit?

Credit requests must be made in writing to our Customer Services.
Please state the reason for your credit request and include your name, address and Customer ID.  Then send your claim in writing by email to customerservices@permanet.ie or by post to Customer Services, permaNET Ltd, Unit 2, Kinvara House, Dublin Hill, Cork.

I want to Upgrade or Downgrade my package. How do I do this?

Simply call our Sales Team on 1926 or 021-6010510 to discuss our current packages.

How do I Cancel My Service with you?

Simply email accounts@permanet.ie or call us on 1926 or 021-6010510 and give us 30 days notice of your wish to disconnect your service. Please remember your 12 month contract must have expired before you can cancel your account.

I want to make a Complaint. How do I do this?

Please send your complaint in writing by email to customerservices@permanet.ie or by post to Customer Services, permaNET Ltd, Unit 2, Kinvara House, Dublin Hill, Cork.  Please include your name, address and Customer ID.

What are permaNET’s Terms & Conditions?

Click here to view permaNET’s full Terms & Conditions.