Customer Support > FAQ > Dialup
What is the difference between POP3 and SMTP? POP3 (Post-Office-Protocol)
is a text based protocol used to receive email messages while SMTP (Simple-Mail-Transfer-Protocol)
is used primarily to send email messages. In other words, POP3 is for incoming mail;
SMTP for outgoing mail. MS Outlook, Outlook Express, Eudora, Netscape are some of
the email programs using POP3 and SMTP. If you are using PalauNet email service,
then the POP3 and the SMTP server should be “mail.palaunet.com” in your email program.
If I forgot my password, how do I recover it? There is no recovery
of a forgotten password. You will need to visit either Customer Service or Sales
Marketing in Koror to change the password. PNCC can not see your password so you
may want to write it down and keep it in a safe
and secure location.
Is PNCC DSL service available in my area? DSL service is available
in Airai, Koror, Melekeok and Ngaraard. PNCC has plans to extend the service to
the rest of the island in the very near future. If you have a request for DSL or
other IP related service in your area which is not covered or information is not
available, please email us at email@example.com and address it to General Manager
or you may email our Sales Section at firstname.lastname@example.org. Please try to be specific
in your email.
do I keep getting disconnected when I use my PalauNet dial-up? Here
are a few things you can check:
1. Are the computer modem and telephone line working?
2. Do you establish a connection to the PalauNet server without any error message(s)
or are you getting error message(s)?
3. Does your connection immediately get disconnected once it is connected?
4. Do you have anti-virus scanning installed in your computer and is it running
concurrently with email programs? If yes, then most likely the anti-virus program
is interfering with the connection. You need to check and to make sure it is not
in the way of the connection. If all the above do not help, then check the following:
1. Are you sharing the same telephone line with modem? If yes, disconnect the telephone
and use the line only for the modem. Try connecting again and note any/all problems
2. Contact PalauNet Technical Support at 587-9696 or email email@example.com
have received a garbled file attached to my mail. What could have caused that?
Some data could have been lost while in the process of delivering the mail. Or,
there could be something wrong with the settings of either the sender or recipient
of the mail. Please ask your sender to resend the file and observe if there is any
improvement. If none helps, send a copy of the garbled file to firstname.lastname@example.org
and provide an explanation of your situation.
I sign-up for PalauNet Dial-up service, how soon can I start using it?
If you are an existing customer with a current payment history, your newly created
PalauNet Dial-up account should begin to work within 24 hours. If you are a new
customer and have not had any service with us, your application is subject for credit
check. Therefore, activation of your PalauNet Dial-up account may take up to 72
hours at the most. Please provide all the necessary documents and information at
the time of registration to expedite the process.
1. Completed Customer Registration Form
2. $50.00 Deposit + $10.00 Connection Fee (Applicable per account)
3. Preferred User ID (3 to 23 characters, no spaces or #s)
does cc: mean? “cc” stands for Carbon Copy. This is used if you would
like to send copies of your email message to several people.
Why does my email get stuck when downloading?
There is a possibility that a large file is attached to one of your messages being
downloaded. When you are using MS Outlook or Outlook Express, the mail retrieval
is unable to take the big file so it times out or hang up and there is no activity.
You can verify this by logging in to PalauNet WebMail at
http://mail.palaunet.com, login with same username and password and view
all messages and locate the specific message with large attachment And remove if
you do not need it or download using this WebMail interface. After you’ve downloaded
it, remove it and close WebMail. Return to MS Outlook or Outlook Express and check
email download time. The problem sho
uld be fixed.
Why is my dial-up connection to the Internet very slow? Here are a
few questions you could answer in order to help you identify the problem:
1. Has your connection always been slow, since you first signed up for the service
and have you encountered this problem on a daily basis? If yes, then most likely
the telephone line is bad, noisy and/or you may have an old computer that has an
old operating system (Windows 95 or 98) and a slow modem. You may call PNCC Trouble
Desk at 611 and request to have your telephone line tested for data communication.
Unfortunately, PNCC cannot upgrade or repair outdated computers and programs, for
that you need to contact a computer vendor.
2. Your connection is fairly normal except recently you have started to experience
slow connection. If this is the case, then you need to scan your computer for viruses
and spywares. Sometimes these things affect the performance of your computer when
connected to the Internet. After you have performed a system scan, connect and observe
for any improvement.
3. You can also isolate the problem by using a different computer and a different
telephone line but use the same username and password. Log in to Internet and observe
the speed. Is there any improvement? If there is, then most likely your computer
is slow or your telephone line is bad or probably both.
4. If this is the first time you have experienced unusual slowness and most web
sites can not be opened, there might be a major internet outage. Please call PalauNet
HelpDesk at 587-9696 to either report the issue or to get more information.
How do I change the password for my PalauNet dial-up account? A password
change can be done through PNCC’s WebCare only if you know the old password. You
can access WebCare through either LocalNet or Internet and it’s accessible from
anywhere in the world. To access WebCare:
1. Open your browser.
2. Type in http://webcare.palaunet.com in the
3. On the left of the screen, locate and click on “Login to Customer Support.”
4. Enter your Registration number and password. (If you do not have one, please
visit Customer Service in Koror or Airai to sign up.)
5. Click “Log On”
6. Now you are in the PNCC WebCare System
7. Click on the “Subscriptions” tab on the top of the page and locate “Internet
8. Click on the subscription number under “Internet Subscriptions”
9. Scroll down until you locate “Change Password” in the lower right corner of the
screen. You MUST provide the OLD PASSWORD in order to change to a NEW ONE.
NOTE: If you do not know your old password, you will need to visit Customer Service
or the Sales Section to get a new password.
it possible to catch a virus through emails? Yes, it is possible. However,
not from the message itself but generally from the file attach ments. File downloads
from the Internet can also contain viruses. Make sure to always update your anti-virus
and anti-spam programs and scan your computer daily or weekly to ensure that your
computer is virus-free.
There are mails which I’ve sent that bounce back to me. Why was it undelivered?
There are few possible reasons:
1. The email address of the intended recipient was probably incorrect or no longer
2. Your recipient mail server is temporarily down. You may try to resend at a later
3. Send the complete error message with your explanation to email@example.com
so it can be investigated further.
I cannot connect to the LocalNet or Internet access numbers? There
may be reasons why your dial-up connection fails:
1. A noisy phone line, or an engaged tone (line used by another device like a telephone
or fax) so there is no dial tone going to the modem. Or, your telephone line has
2. Make sure that you are dialing either 762-7622 for LocalNet or 762-2050 for the
3. Make sure you are using a valid username and password.
4. Do you get an error message when your computer is trying to establish a connection
to the PalauNet server? If so, what is the error message? Please note any problems
and messages that you get and call PalauNet Technical Support at 587-9696 or send
an email to firstname.lastname@example.org and provide a detailed description of your problem.
I click connect, there is a message saying there is no dial-tone. Why?
Here are a few of the things that you can do:
1. Make sure that you have dial-tone by connecting the line to the phone and making
2. Make sure the telephone line connected to modem is securely in place, not loose.
3. If you are able to make a call, then telephone line is good.
4. Most likely, the modem is not working or, there is another device (fax, telephone
extension, etc.) sharing the telephone dial-tone thus, preventing the modem from
What are the PalauNet Dialup Numbers? There are two access numbers
and each access requires a valid username and password.
1. Internet Access Number: 762-2050 (Charged while on-line)
2. LocalNet Access Number: 762-7622 (Free access)
dial tone. This occurs when Windows cannot detect a dial tone from
your modem or your telephone line has been disconnected. If disconnected, please
call PNCC Customer Service at 488-9000 for more information. If not disconnected,
try the following:
1. Locate the phone line that runs from the wall jack to the modem.
2. Unhook the cord from the modem jack and plug it into a regular telephone handset.
If you do not hear a dial tone, then the phone line is bad or the actual phone line
not getting a dial tone. Try switching to another phone line to see if the problem
goes away. You can also try another phone jack, if there is more than one jack for
3. If you do hear a dial tone when you hook up a handset, then the modem is not
receiving the dial tone correctly from the phone line. This can be caused by a faulty
modem or corrupted Windows modem drivers. In either case, you will want to check
the modem or computer manuals for more information or contact a computer vendor
The computer modem is not responding. Whenever Windows needs to connect
to the internet, it will need FULL control of the modem in order to dial and connect.
Sometimes other programs will take control of the modem, preventing Windows from
being able to access the modem. Here are a few quick diagnostic steps you take to
try and fix the problem:
1. Make sure the telephone line you are using has dial-tone and is securely connected
to the modem port of your computer.
2. Reboot your computer clicking Start>Shutdown>Shutdown>OK.
3. If you completely shutdown, then power up your computer again.
4. Try connecting again. This will fix problems with Windows about 4 out of 5 times,
because it will free up other programs that may have taken control of the modem.
If rebooting and shutting down your computer does not help, you may need to check
your modem settings or consult with a computer
does it take so long to connect to LocalNet or the Internet? Normal
waiting time to establish connection to either access number (762-7622/762-2050)
should be within 20 to 35 seconds. If this takes much longer for you, you may have
a bad telephone line or a faulty connection. Please contact PNCC Trouble Desk at
611 or send an email to email@example.com and request for your line to be tested
for data connection.
What is PalauNet DSL service? How does it work? DSL stands for Digital
Subscriber Line. It is a technology that brings 24x7 high bandwidth internet access
into homes and businesses over copper telephone lines. DSL technology allows data
transmission at speeds much faster than regular computer modems. The minimum speed
for DSL is 64Kbps while a regular computer modem has a maximum of 56Kbps. DSL is
also known as xDSL, with the ‘x’ standing for various kinds of DSL technologies.
These technologies differ in the connect speed and connection (asymmetric or symmetric)
they provide. A point to note in DSL technology, whatever the flavor, is that there’s
a trade-off between speed and distance. That is, the more the distance between your
premises and those of the service provider, the lower the speed you’re likely to
get. So, DSL works best if you’re closer to the premises of your service provider.
PNCC offers different DSL packages. For more information,
please contact either Customer Service at 488-9000 or the Sales Section at 488-9600.
What is PalauNet dial-up service? Dial-up service means that you dial
in to your Internet Service Provider (ISP) via a local phone number to connect to
the Internet. Dial-up service is an on-demand (as opposed to dedicated DSL at 24x7)
connection over a telephone line using modems. Dial-up service requires a computer
(laptop/notebook) with a modem and dialup configuration. In addition, you need to
register for a Username and Password at PNCC Customer Service in either Koror or
. PalauNet dial-up service supports modem speeds of 28K, 33.6K and 56K.
What is Palaunet? PalauNet is the name given to Palau National Communications
Corporation (PNCC) Internet and Data Services (Dialup and DSL). Visit Customer Service
in either Koror or Airai to apply for PalauNet service(s) and/or to get more information.
What is LocalNet? LocalNet is the name given to the “Free Access” for
PalauNet E-mail and local websites. Free means your time on-line is not charged
but you would still need to sign-up for an e-mail account to in order to use LocalNet.
This is an ideal service for users who do not want to
have Internet access but e-mail
service only. LocalNet Access Number: 762-7622
is an IP address? IP stands for Internet Protocol. An IP address serves
to identify a computer or any other networked device on a network, thus making communication
and exchange of information between computers possible. An IP address is formatted
as 4 sets of numbers, each having a value between 0 and 255, separated by dots.
An IP address looks like 220.127.116.11
does TCP/IP mean? TCP/IP stands for Transmission Control Protocol/Internet
Protocol, which is a set of networking protocols or language that allows two or
more computers to communicate. The Defense Data Network, part of the Department
of Defense, developed TCP/IP and it has now been widely adopted as a networking
standard. Internet requires TCP/IP to work.
is it that sometimes it takes so long to retrieve messages from PalauNet?
This sometimes happens due to a large file attached to your email. You can close
your current email program (MS Outlook, Outlook Express, Eudora, etc.) and open
your browser and go to PalauNet WebMail at http://mail.palaunet.com
Login with the same username and password and look at all your emails on the server.
Most likely, you will see an email with big attachment. You can delete it or download
to your computer and remove from the server. Then close WebMail and resume mail
retrieval using MS Outlook, Outlook Express, Eudora or other email program.
I’m having problems sending and receiving emails through my PalauNet account. Do
you successfully connect to the PalauNet server? If yes, then verify
the email settings in your email program, most likely you would be using MS Outlook
or Outlook Express. Try the following:
For Outlook Express:
1. Select>Tools>Accounts>Mail Properties Servers and make sure that
2. Incoming mail (POP3): mail.palaunet.com
3. Outgoing mail (SMTP): mail.palaunet.com
4. Verify username and password
5. Click OK or Apply to save changes.
1. Select>Tools>Email Accounts View or Change Existing Email Accounts Next
Change and make sure that 2. Incoming mail (POP3): mail.palaunet.com
3. Outgoing mail (SMTP): mail.palaunet.com
4. Verify username and password
5. You may click on “Test Account Settings”. This will test your email settings
and will tell you if you still have errors.
Control Protocol was terminated. Your username is already logged on
to the LocalNet at 762-7622 or Internet at 762-2050. Therefore you cannot establish
a connection. Do you know of anyone who might be using your username from another
computer to dialup to LocalNet or Internet? Either you can wait until your username
has logged off from the system and then try to connect or call the PalauNet Technical
Support (587-9696) for disconnection of the username from the system. You are advised
to change your Dialup password immediately to prevent unauthorized use of your account.
PNCC cannot be held liable for disputed usage resulting from unauthorized access
of the account.
How long does it take to receive an email sent to me? Within PalauNet,
meaning from another Palaunet user to you, this should be instantaneous. The message
will remain in the mailbox of its recipient until the recipient logs in and retrieves
it. It is advisable that you log in regularly and retrieve your mails. However,
these days with overloads of SPAM mails, PalauNet emails undergo a filtering process
before they leave the server and are delivered to the mailbox. This takes just a
utes on the average unless there are a lot of messages to filter which can take
up to several hours.
Why do I get frequently disconnected? There are a few possible reasons.
Please check the following: 1. Once you are online and the telephone line you are
using is accidentally or intentionally lifted, your connection will be lost.
2. If you have call waiting, the constant beeping will interrupt the transmission
flow and will disconnect your connection.
3. The telephone line to the modem port of your computer is loose and therefore,
your connection will be lost.
4. If all of the above has been tried and does not help, remove other devices using
the telephone line and use the line for the modem only. Try this and observe if
there is any improvement. If this eliminates frequent disconnections, then some
of the devices were interrupting the connection.
5. If none of the above help, check your modem settings, call a computer vendor
for assistance or PalauNet Technical Support at 587-9696.
Frequently Asked Questions