Al Shamil

Frequently Asked Questions

What is the software needed for Internet for Home (Al Shamil)?

You need to install the modem drivers on your computer.

Can I use any modem to connect to the internet service?

Only modems that are sold directly through etisalat outlets or those that have been type-approved by etisalat may be used. Please visit www.uaelab.ae to check for an up-to-date list of type-approved modems.

Is high-speed cable Internet access the same thing as 'WebTV’?

No. WebTV uses an analogue modem to connect you to the internet and your television acts as your monitor. WebTV is mainly designed for those who do not own a computer.

What is the Internet for Home (Al Shamil) 256Kbps Limited Access Package?

The Internet for Home (Al Shamil) Limited Access 256Kbps package is designed for home users who wish to have access to high speed broadband connection for a limited number of hours during the month while paying a flat monthly rate. This package gives you internet access for 15 hours per month while paying a fixed monthly charge of AED 99, with any additional usage charged at AED 2.99/hr.

What is the difference between normal Internet for Home (Al Shamil) services, the Limited Access service and normal Dial-up service?

The difference between the three services is clarified in below table:

Service Dialup Internet for Home Limited Access Internet for Home
Access method Normal Telephone Line High-speed DSL line High-speed DSL line
Modem Analogue 28.8 modem within PC Wired USB ADSL modem is recommended to control usage, wireless is possible. Wireless OR wired ADSL modem / gateway
Access Speeds Speed up to 56Kbps Speed up to 256Kbps Different speeds
Time limitation Usage charged per hour 15 hours per month Unlimited
Monthly Charges AED 20 AED 99 Based on the speed:
256K = AED 149
512K = AED 189
1MB = AED 249
2MB = AED 349
Usage Charges Peak Time
AED1.80/per hour (from 6:00am-1:00 am)

Off-Peak Time
AED1.00/per hour (from 1:00am-6:00 am)
Usage in excess of allowed monthly usage of 15 hours is charged at AED 2.99 per hour.  

What type of modem is recommended to be used to connect to Internet for Home (Al Shamil) 256Kbps Limited Access service?

It is recommended that you use a DSL modem that's connected by USB connection to your PC and will switch off when your PC is shut down. It is advisable to avoid using DSL Router or Gateway as these modems stay connected to the internet even while the PC is switched off. Avoid saving your internet access password on your PC to avoid auto-connecting and incurring access usage. Configure your internet browser to dial-out only when a network connection is required and set the idle time out on your browser so that the connection disconnects when not in use. Please note that the idle time-out will not work if you have any application like messengers, p2p software or antivirus software which constantly accesses the internet.

Are there any limitations to DSL?

DSL decreases in performance as the distance from the exchange increases. There are limits on how far your home can be from the nearest etisalat exchange. We will be able to advise you of any problems.

Can I still use my analogue 28.8 or 56K Modem if I have a broadband service?

DSL decreases in performance as the distance from the exchange increases. There are limits on how far your home can be from the nearest etisalat exchange. We will be able to advise you of any problems.

What precautions should I take if I am using a wireless router/gateway to connect to the internet?

Users using wireless routers should take the following precautions to avoid unwarranted usage:
- Always switch off your routers to avoid extra usage as the routers will stay connected to the internet even if the PC is switched off.
- Configure the idle timeout settings to a comfortable interval (preferable 5 minutes or less) so that the router will disconnect from the Internet, when not in use.
- Secure the wireless connection using a strong encryption technique so that trespassers cannot initiate a live session on your Internet, if your router is switched on and during idle timeout mode.
- The best precaution is to switch off your router when you are not using the internet.

Will the Limited Access user be notified when he/she reaches their monthly limits of hours?

Yes, an email notification will be sent to the subscriber's EIM email address when his/her usage reaches 80%, 90% and 100% of your monthly limit of 15 hours. Therefore, we highly recommend that you regularly check your EIM email.

How can I avoid unwarranted extra usage or charges with the Limited Access service?

- Ensure that you disconnect from the internet after you have finished using and, to guarantee that you stay disconnected, please switch off your PC whenever possible.
- Ideally you should use a DSL modem that's connected by USB connection to your PC and switches off when your PC is shut down. If you are not using a USB modem, please ensure that you switch off the DSL Router or Gateway when not in use or you will be charged as your connection will stay live otherwise.
- Avoid saving your internet access password on your PC to avoid auto-connecting and incurring access usage.
- Configure your Internet browser to dial-out only when a network connection is required and set the idle time out on your browser so that the connection disconnects when not in use. Please note that the idle time out will not work if you have any application like Messengers, P2P software or antivirus software which constantly access the Internet.

Why am I getting the error message "Drivers not loaded"?

Firstly, disconnect and reconnect the USB cable linking your computer and the modem. If this does not resolve the problem, click on 'Start > Settings > Control Panel > System - Device Manager', double-click Network, highlight Speed Stream Adapter, click 'Properties > Driver > Update driver'. Now insert the Broadband for Home (Al Shamil) CD to update the modem drivers.

Why does the computer tell me that the modem status is 'disconnected' while the modem LED is also flashing orange & green?

Make sure modem cable is firmly connected to the wall jack. Reset the modem and see if the problem is still there. If the problem has not gone away, there could be a problem with the DSL connection.

Why am I getting the message 'Downloading firmware'?

If the modem LED is yellow, new firmware is being downloaded. Wait until the modem LED turns green.

What is eSupport?

eSupport is an automated desktop internet connection that works as your tool to solve technical Internet problems and guides you through what should be done. This service allows computers to become self-repairing devices by having a virtual agent inside your PC, always ready and active to solve your technical issues and directing you to the correct channel of support.

What are the kind of issues that eSupport can help me with?

eSupport can help with problems such as
- Overcoming issues related to retrieving your email
- Scanning your system for common computer problems
- Finding answers to frequently asked questions
- Contacting your support provider regarding your applications or service
- Keeping you updated by sending you alerts
- Keeping your software always updated by using the latest technology and executing needed support jobs automatically

What are the charges associated with eSupport?

This application is absolutely free and can be downloaded online.

Why am I able to send emails but unable to receive them?

Please check the following and if you are still not able to receive emails, please call 101.

1) Verify that you are entering the correct email password, and that the email client is configured as follows: Incoming mail server: mail.emirates.net.ae, user id:
2) Check your email forwarding settings from within the web mail interface and make sure that forwarding is not configured
3) Check your email storage quota. If it has been completely used up, try to free some space by deleting some of the emails stored, or apply for an upgrade to your email storage quota.
For further details on upgrading your storage quota, please visit our website at www.etisalat.ae/mail

Why am I able to receive emails but can not send them?

Please check the following and if you are still not able to send emails, please call 101.
1) Make sure you are writing your full email address in lowercase letters in the email address field, and that your email client is configured as follows: Outgoing mail server: mail.emirates.net.ae
2) Make sure you are sending to a valid email address, any mistake in typing the address can cause this problem.

I have deleted all my emails from Outlook Express but I still get emails saying 'Low quota warning'. What should I do?

Please check the following and if you still continue to get these emails, please call 101.
1) Delete all messages to the Trash folder
2) Set your email client settings to permanently remove messages in the Trash folder.

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