Customer Services

Pacnet is serious about giving you the service and support you need.

Our Service Commitment

Vision: To Be The TRUSTED Brand For Internet Communication Services

As a leading Internet Communications Service Provider in the Asia Pacific region, Pacnet aims to deliver customer focused, quality and innovative end-to-end services that improve our customers’ businesses and internet experience.

Our strong customer service commitment is supported by the various recognitions gained in delivering to customers a progressively better Internet experience.

At Pacnet, we are strongly committed to offer world-class service to our customers through the delivery of excellent customer service. The service charter is our guarantee of high quality service.

We aim to provide a quick and easy avenue for you, to share your feedback on our service. Your feedback is important in helping us understand your needs better and improve our quality of service.

If you are happy with the service you are receiving, please let us know by sending an email to We like to thank the team members responsible for your good experience and motivate them to do better!

Equally, if we fall short of your expectations, please send your feedback to We will promptly respond to your comments and, if appropriate, will take immediate actions to rectify the issue.

If your feedback has not been satisfactorily addressed, you are welcome to write to our Senior Vice President for Customer Service, who oversees the customer experience via

Pacnet Service Charter

About This Charter

Pacnet values its customers and their loyalty very highly. This charter is a promise to you, our customer.

As a Pacnet customer, use this charter to understand what you can expect to happen when you deal with us. The charter covers all areas of our customer service, from sales through to connecting your service; from technical support through to enquiries about your invoice.

This charter is your guarantee of high quality service.

Our Promise To You

  1. Network and Support Services
    Network and support services will be available 24 hours a day, 7 days a week
  2. Customer Service and Technical Support Responsiveness
    Pacnet’s contact centre will respond to all customer queries efficiently, in accordance with world-class service standards
  3. Quality of Service
    The highest levels of quality will be maintained for all interactions with our customers
  4. Billing
    Pacnet will maintain systems to deliver timely and accurate invoices to customers
  5. Establishing New Services
    When a customer signs up for a new Pacnet service, we will ensure that the set-up for new services are achieved in accordance with stated time frames and that our customer is updated on the status of at each stage
  6. Communicating Important Information To Our Customers
    Pacnet will ensure that our customers are advised in a timely way, of all relevant information regarding their services and accounts
  7. Developing Products To Meet Customer Needs
    Customer feedback will be used to ensure Pacnet’s services and products meet the changing needs of the market, and are competitively priced
  8. Service Level Guarantees
    Some Pacnet products come with a Service Level Guarantee (SLG), which provides guaranteed protection for the service provided. In all instances, Pacnet will honour SLG agreements
  9. International Standards and Benchmarking
    To ensure our customer service is indeed world class, Pacnet will benchmark elements of our service to international standards
  10. Handling Feedback
    Customers will have a quick and easy avenue to provide Pacnet with feedback on our service. They will have the assurance that all information will be acted upon, and that a response will be provided to them.

Reporting Abuse and Spam

An abuse incident should be reported via email ( with the following information:

  • A description of the abuse, eg. mail bombing
  • The full content of the offending material
  • The complete headers of the email/news article
  • Any other relevant information, eg. system logs

Note: We will not respond to all reports or complaints directly. An auto response message will be sent instead.

You may contact the Abuse Response Team (ART) at:

Pacnet Internet (S) Pte. Ltd
10 Eunos Road 8,
#08-01 Singapore Post Centre
Singapore 408600

Fax: (65) 6773 6812

What You Should Know

In Knowledge Sharing, we share some Internet topics which may be foreign to users and explain them in the best way without using much technical terms.

  1. What is the difference between FTP and HTTP?FTP (File Transfer Protocol) is a protocol used to upload files from a workstation to a FTP server or vice versa. When ftp appears in a URL, it means that the user is connecting to a file server and not a Web server for file transfer. Most FTP servers require the permission to log on to the server for file transfer to proceed.HTTP (Hyper Text Transfer Protocol) is a protocol used to transfer files from a Web server onto a browser for viewing a Web page that is on the Internet.Unlike FTP, where entire files are transferred from one device to another and copied into memory, HTTP only transfers the contents of a web page into a browser for viewing. FTP is a two-way system as files are transferred back and forth between server and workstation. HTTP is a one-way system as files are transported only from the server onto the workstation’s browser. When http appears in a URL it means that the user is connecting to a Web server and not a file server. The files are transferred but not downloaded. They are not copied into the memory of the receiving device.
  2. What is an ActiveX control?An ActiveX control can be automatically downloaded and executed by a Web browser. ActiveX is a set of rules for how applications should share information. ActiveX controls have full access to the Windows operating system, which comes to a certain risk that it may cause damage to software or data on your machine. To control this risk, Microsoft developed a registration system so that browsers can identify and authenticate an ActiveX control before downloading it. ActiveX controls are limited to Windows Operating Systems environments.
  3. What is Modem Jacking?Modem Jacking, also known as Internet dumping, is a process wherein the telephone line that connects your computer to the Internet is disconnected and then reconnected to a new telephone number without the victim?s knowledge.The new number is generally an international number with premium rates on top of the international charges, and leads customer to incur high phone bills for services that in most cases are undesired.Modem jacking occurs more for 56k Dial-Up users.Where does it come from?The most common sources of modem jacking are adult sites. These are websites that are often loaded with many pop-up windows or banners making it easy to accidentally click on a window that will initiate download of certain software. The scams are also generally operated from pornographic sites where people prefer not to give personal details.When does it happen?This happens after a user downloads a program, usually from websites with adult contents. Internet users, while they surf, may not be aware of software being downloaded, or users are aware but thinking that these are just pieces of normal software. In most cases, user has clicked on a pop-up agreement window or has not read all the conditions on entering a new part of a site. Some unscrupulous websites may not provide you sufficient warnings on the call rates before the dialer is downloaded. Consequently, users blindly agree to the terms and conditions. Once the user agreed, the dialer will transfer the user from their initial dial-up number to a premium number.How does it work?Internet dumping or modem jacking is more prevalent with dial-up modem connections (Internet users running on 56k modem). A software program known as an Internet dialer that is downloaded onto your computer from these websites controls the voice modem connected to your computer and telephone line. These dialers are capable of dialing and redialing to the Internet using a high call-charge rate or premium numbers, usually 190, automatically replacing your ISP?s dial up number. Your modem is even muted to avoid the dialing noises and to avoid detection. Internet dialers are also frequently linked with pornographic websites, gambling, games and music sites.

    How do you know you have fallen victim to modem jacking?

    Common signs of modem jacking are:

    • Unexpectedly high telephone bill due calls made to unknown international telephone numbers
    • A telephone bill from another telephone company apart from your telephone line provider
    • An unfamiliar shortcut icon or dialler is found on your desktop
    • A ?dialler.exe? file may appear on the C drive of your computer
    • You are connected to the Internet but cannot send emails via your email client

    What measures should you take to prevent modem jacking?

    Some measures that can be taken to prevent modem jacking:

    • Restricting access to international calls and 1900 numbers
    • Activation of call control available through your telephone provider and/or the use of personal identification number control for access to international calls
    • Read EVERYTHING in the contract before clicking OK when you are going to download
    • Be especially careful of adult sites
    • Make sure that your modem volume is ON. This will let you hear any re-dialing if you get disconnected
    • Install software that prevents automatic downloads or filter undesirable materials. A pop-up blocker is one example
    • Turn off your computer and modem when not in use
  4. What are Email headers? Does email leave a trace of its origin?Like fingerprint, each email has its own identification. We may call this identification as email header.Email header is the routing information that email travels from sender to recipient. It reveals details about the sender’s IP address, the transit point’s IP address, the time stamps and other information. We have to understand that a typical email passes through at least four mail servers or what we cal Mail Transfer Agents (MTA) during its lifetime.How we We Obtain Email Headers?First, we learn how to extract email headers before we can read them. The basic headers such as “To:”, “From:”, and “Subject:” will not get us any farther. We have included below the steps in obtaining email headers.
    Webmail Outlook Express Netscape Messenger
    For those who check email via

    1. Log on to Webmail via the above URL
    2. Open the respective email
    3. Click “Message Source”
    4. Copy the email headers
    New versions of Outlook Express 6 are reported to work correctly using forward-as-attachment. You may first try this method, as it is easier and faster.Alternatively, you may go through the steps below:

    1. Select the email which header you wish to extract
    2. Click “File”
    3. Click “Properties”
    4. Click the “Details” tab
    5. Highlight, and copy everything from this window.
    Select the email which header you wish to extract.

    1. Click “View”
    2. Click “Page Source” (ctrl-U in Windows, ?-U on the Mac)
    3. Copy the contents of the window.

    For Netscape 6.0 and above, the “Page Source” is replaced with “Message Source”.

    How do we read and interpret Email headers?

    Most Internet users know that when an email is sent, it is passed directly from the sender’s machine directly to the recipient. What most Internet users do not know is that it hops through multiple MTAs.

    The email is passed from one MTA to the others via SMTP (Simple Mail Transfer Protocol). Typically, a server that handles email traffic has one SMTP server or MTA running on it.

    Let us use an example for a better understanding of how it works:

    Consider two users, and Below is the normal email header visible on an email client once it is received:

    Date: Tue, 15 Aug 2000 12:58:03 +0800
    Subject: mail header

    The above shows only the small and general details of the email sent by to, with the date and the subject included.

    Let us now see the full transaction that has taken place, including the communication from the sender’s machine to another computer, and another before it reached the recipient:

    Note: We have added numbers on each hop for easy reference.

    Received: from ([]) by
    (Post.Office MTA ID# 0-53829L2S100V35) with ESMTP id sg for;
    Tue, 15 Aug 2000 12:58:21 +0800
    Received: from ( [])
    by with ESMTP
    id MAA26529 for  ; Tue, 15 Aug 2000
    12:58:22 +0800 (SGT)
    Received: from vyasa ( [])
    by with SMTP
    id MAA09701 for  ; Tue, 15 Aug 2000
    12:58:21 +0800 (SGT)
    Message-Id: <>
    X-Mailer: Microsoft Outlook Express 6.00.2800.1437
    Date: Tue, 15 Aug 2000 12:58:03 +0800
    Subject: mail header
    X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1441

    Here is a line-by-line analysis of this header and exactly what it means:

    1. The above indicates the recipient’s email address, the sender’s email address, the subject and the type of format used, respectively.
    2. The email client, in this case Outlook Express, generates these parts of the header. The above data are client dependent. It contains the sender’s identification on the mail server, the email client used, and the time as set on the sender’s computer where the email was composed. You may wish to know that the date and time on this part of the header reflect your system’s setting
    3. The receiving machine assigns the ID number to the message. (Used internally by the machine, it’s something an administrator would need to know to look up the message in the machine’s log files, but it’s usually meaningless to anyone else.)
    4. This line indicates that received the email from vyasa, which is the name of the sending machine. sender’s IP address is shown as Mail transfer happened on 15 August 2000, 12:58:21 +0800 (SGT). That is, 15 August 2000 at 12:58:21, Singapore Time (8 hours after GMT). Remember that this is the most important part of the header when trying to determine the real source of the email.
    5. This line indicates that received the email from with IP address using extended SMTP. The ID MAA26529 is the unique message ID to identify this email on the specific server or MTA.
    6. This line indicates that received the email from with the IP address on 15 August 2000 at 12:58:21 hours. +800 indicates the time zone, which is in GMT (Greenwich Mean Time).
    7. Just like “From:”, the server generates the return path.


    Each of us would like to know where our emails are coming from especially those unwanted ones. By simply looking at the address in the “From:” line is not always an accurate indication of the sender. You will need to look at the full header of the message to decipher the real sender. This is where the importance of knowing how to read email headers comes in handy.

    It is not necessary that you understand every aspect of the email header, but basic knowledge of the above subject will allow you to understand how emails are passed on from sender to recipient.

  5. What is Phishing?Have you received emails before that look like they come from legitimate organizations like banks or companies or even from individuals requesting you to submit personal data especially financial related information? Beware! These emails are most likely to be a scam.Scam, according to the dictionary is a fraudulent or deceptive act or operation. It may come in various forms like insurance, sales of items and so on. In the Internet world, scams are now proliferating. It has been widespread that victims of such are unable to notice the difference between the real and the reel.Among the various scams in the Internet, one of the most dangerous and deceptive scams ever to have been created is called PHISHING. It is an act of sending emails to another Internet user falsely claiming to be an established legitimate enterprise in an attempt to scam the victim into surrendering private information that will be used for identity theft. It is alternatively known as BRAND SPOOFING or CARDING and the word originates from a variation of the word ?fishing?. The idea being that the bait is thrown out with the hopes that those who will be tempted will bite the bait. (Webopedia)Now that we have defined phishing and have created an image of the true meaning of the word, let us see now how it works.
    • Uses SPOOFED emails and fraudulent websites designed to fool recipients into divulging personal financial data
    • HIJACKS trusted brands of well-known banks, online retailers, credit card companies and ISPs
    • Uses a link within the body of the scam email itself that diverts to another ?LEGITIMATE WEB SITE? where recipients are asked to update personal information (e.g. passwords, credit card and bank account numbers, etc.), and threatens to have dire consequences if you don’t do so.
    • Mimics HTML CODES in the web site that the recipient is being diverted to show that it indeed is a genuine site.

    An example of such a scam email is shown below:

    From: CompanyName
    Sent: Tuesday, September 07, 2004 02:34
    Subject: Official lnformation from CompanyName
    Dear CompanyName Customer!
    For security purposes your account has been randomly chosen for verification.
    To verify your account information we are asking you to provide us with all
    the data we are requesting. otherwise we will not be able to verify your
    identity and access to your account will be denied. Please click on the link
    below to get to the CompanyName secure page and verify your account
    details. After verification you will be redirected to the CompanyName home
    Thank you.

    Another example of a phishing scam email WITH virus:

    Return-Path: <>
    Received: from ([])
    by with SMTP
    id <>
    for <>; Tue, 31 Aug 2004 10:44:05 +0800
    Received: (qmail 7509 invoked from network); 31 Aug 2004 02:44:05 -0000
    Received: from unknown (HELO (
    by aristo with SMTP; 31 Aug 2004 02:43:58 -0000
    From: "Automatic Email Delivery Software" <>
    Subject: Delivery reports about your e-mail
    Date: Tue, 31 Aug 2004 09:34:31 +0700
    MIME-Version: 1.0
    Content-Type: multipart/mixed;
    X-Priority: 3
    X-MSMail-Priority: Normal
    X-Mailer: Microsoft Outlook Express 6.00.2600.0000
    X-MIMEOLE: Produced By Microsoft MimeOLE V6.00.2600.0000
    Message-Id: <>
    This is a multi-part message in MIME format.
    Dear user of,
    Your email account was used to send a large amount of unsolicited email
    messages during this week.
    We suspect that your computer was compromised and now runs a trojan
    proxy server.
    We recommend that you follow the instruction in order to keep your
    computer safe.
    Sincerely yours,
    The support team.

    The example below is the most recent scam email distributed by these scammers in the name of Pacnet Internet.

    From: Verification
    Subject: ID:
    Dear Member,
    We must check that your ID was registered by real people.
    So, to help prevent automated registrations, please click on
    this link and complete code verification process:
    Thank you.

    How to avoid Phishing scams?

    We have to realize that the number of phishing scams sent out to Internet users continue to increase dramatically. It has become sophisticated as it goes along and it makes it harder to differentiate between the real.

    Below are some recommendations on how to avoid becoming a victim of these scams:

    • BE SUSPICIOUS of any email with urgent requests for personal information
    • Do NOT use links in an email to get to any web page if you suspect that the message is not authentic
    • AVOID filling out forms in email messages that asks for personal financial information
    • Always ensure you are using a secure website when submitting credit card numbers or account information. If you are unsure, DO NOT provide personal financial information via the web
    • Pay ATTENTION to the URL of a web site. Phishers use web sites that may look identical to the legitimate site but the URL may use a variation of spelling or a different domain name
    • ENSURE that your browser is up to date and security patches are applied
    • INSTALL and MAINTAIN anti-virus software, firewalls and email filters to reduce receiving such messages as some emails of this type may have a virus/Trojan attached into it
    • If in doubt, CHECK or NOTIFY with your Bank, online retailer and/or credit card companies about the validity and authenticity of the email message received

    There are other ways that you can prevent being duped by these types of emails and scams plaguing the Internet.

    Always remember that legitimate businesses and financial institutions will HARDLY ever ask for personal information via email. Outsmarting these scammers will ensure you of having a better experience when using the Internet.

    Pacnet Internet offers Pacnet Mail Guard Anti-Spam service to let us help you minimize the influx of these kinds of emails. This is an email filtering service that identifies SPAM emails. It can prevent these types of scams from being sent into your mailbox.

  6. What is Internet Security? We use computers and Internet for almost everything. Studies, banking, shopping and communicating with others through email or chat programs are only few of the common activities wherein Internet and computers are used. Surely, you would not want strangers reading your email, examining confidential information stored on your computer, using your computer to attack other computers, and sending forged email from your computer.Anyone who uses the Internet for any purpose, even just to simply play games or send email to a friend is vulnerable to computer attacks. As a low profile computer user, you may be wondering why would someone wish to intrude into your system. Hackers do not choose whom to attack. Once they have gain control of your computer, these hackers can use it to hide their identity and launch attacks on other computer systems.What are the most common methods used to breach Internet Security?
    1. Trojan Horse
    2. Email Spoofing
    3. Email-borne viruses
    4. Denial of Service attack
    5. Exploitation of Software flaws

    There are further methods how one?s system can be compromised and/or attacked by unscrupulous hackers and breach Internet security. As soon as you connect it to the Internet, your system potentially becomes a target for intruders. Take note that there are risks when you log on to the Internet. Any information you send across the Internet, there may be people who can listen and capture the information sent. In turn, these people can use it for their own benefit.

    How do you keep your system safe?

    Keeping your system safe from intruders is a task that needs to be on one?s priority to ensure satisfying experience when using the Internet.

    Tips on how you can make your system safe from external intruders:

    1. Use Anti-Virus Programs
    2. Ensure System is Patched with the Latest Version
    3. Extreme Care in Reading Email with Attachments
    4. Use A Firewall Program
    5. Use Strong Passwords
    6. Be Aware of what programs you are Downloading and Installing

    Internet Security is a great challenge that each responsible Internet user must face. Don?t let laxity and security fatigue set in. Remember, like crime, you are the first line of defense!

    Common Breaching Methods

    1. Trojan Horse is a program containing malicious or harmful codes that often performs the following:
      • Opening a backdoor
      • Collecting passwords
      • Accessing accounts including email
      • Modifying documents
      • Gaining control of the computer remotely
    2. Email spoofingis a method of forging the return path of an email to make an email look like it originated from someone else when it actually sent from another source. Virus or worm sometimes initiates email spoofing but spammers may intentionally do it as well. Below are some of the effects:
      • Sending out unsolicited materials such as advertisements or simply as a way of spreading viruses or worms across the Internet.
      • Untraceable origins in some cases making it difficult to apprehend the culprit
    3. Email-borne virusesare malicious codes sent as attachment that may originate from any infected system. It is sent to unsuspecting recipients containing return addresses, a provocative envelope or something that entices the receiver to open it. These viruses can be transferred from opening attachments as well as opening unneeded ports and protocols. Some of the dangers of email-born viruses are the following:
      • Information disclosure
      • Add/Modify/Delete files
      • Affect system stability
      • Install a backdoor
      • Attack other systems
      • Send unsolicited bulk email (spam) to other users without the computer user?s knowledge
    4. Denial of Service attackis a form of attack that usually uses a huge amount of resources pointed to a particular service, may it be an email server, World Wide Web, or to one particular system. Again, an unsecured system can be either a victim or a part of the attack by letting intruders to hack into their system. The attacked system may cause the following:
      • Produce abnormal amount of traffic to a particular server
      • Excessive slowdown of the attacked system
      • Allow systems to be controlled remotely by installing new applications or programs
    5. Exploitation of Softwareflaws are being exploited and become the trigger point to make one?s system the source of attacks to another system. Peer to peer applications are the most common sources of these. Furthermore, accessing websites that contain scripts to install applications are other sources of these types. An infected system becomes a server, sending out emails or triggering attacks via open ports and protocols to another Internet user. Examples are spy wares and ad-wares that are bundled together with some programs offered by most peer-to-peer applications.
      • Produce abnormal amount of traffic to a particular server
      • Excessive slowdown of the attacked system
      • Allow systems to be controlled remotely by installing new applications or programs

Keeping Your System Safe

  1. Use Anti-Virus Programs:Anti-Virus programs perform tasks that will help in ensuring that all files sourced externally are scanned and verified accordingly. Viruses can reach your computer in many ways from floppy disks, CD-ROMS, emails, websites and downloaded files. The point is, make sure that these are scanned properly.
  2. Ensure System is Patched with the Latest VersionIf you are running on Microsoft Windows system, or any other operating system for that matter, it is highly advisable to regularly install patches to make sure that loopholes are sealed, vulnerabilities are closed and bugs are fixed. Patching can be done automatically depending on your operating system. For Microsoft Windows, you may use or activate the automatic download and installation of any updates as offered by them.
  3. Extreme Care in Reading Email with AttachmentsEmail-borne viruses are spread normally when an attachment containing the virus is opened. It is sent to unsuspecting recipients containing forged return addresses, a provocative envelope or something that encourages the receiver to open it. The virus propagates once executed and unknowingly, your system becomes the source of similar emails. It operates as soon as the Internet connection is established. As a result, system slowdown and Internet lag may be experienced. The sending out of emails operates in the background and this does not require opening your email client or clicking the ?SEND? button.
  4. Use A Firewall ProgramA firewall program acts as a guard that looks closely to network traffic in and out of your system and vice-versa. It determines if the traffic should continue or not. Its very purpose is to prevent unwanted connections from external sources and permit appropriate traffic to enter and leave the system. Using a firewall program will ensure that connections to your system are controlled as authorized by you.
  5. Use Strong PasswordsYou should use passwords not only on your home computer but also for services you use elsewhere on the Internet. Each password should be unique and unrelated to all other passwords. A strong password is a password uses combinations of uppercase and lowercase letters, numbers, and punctuation, and that is usually not a word found in a dictionary.
  6. Be Aware of what programs you are Downloading and InstallingNowadays, downloading and installing programs may not be safe as these may have flaws that install spy wares or ad-wares to your system. Ensure that the applications that are downloaded originate from a valid site. In the process of installing, ensure that what is being installed only contains the application needed. In this way, it prevents pop-ups, Internet Explorer homepage hijacking and advertisements. Most importantly, it prevents acquisition of important information stored in your computer.

What is the difference between Web-based Emails & POP3?

Email, or electronic mail is the transmission of messages over networks. It is the most important tool that is used ever since the Internet is introduced. The speed of transmission is incomparable to a snail mail. Email does not have the restrictions of time and place as long as an Internet access is available.

As simple as it is, the email process is in fact complicated. It connects from one network to another in order to deliver messages, documents, and files and stores them in electronic mailboxes until the recipient fetches them.

In this topic, we will try to elaborate on the major differences between a Web Mail and a POP3 account. We hope that we can provide you insights and better understanding between these two types of electronic mailboxes.

First, let us differentiate web-based emails and POP3.

Web-based email (or Web mail) is an electronic mailbox that is stored in the World Wide Web and is retrieved using any Web browser such as Internet Explorer or Netscape. Hotmail, Yahoo and Netscape are few of the many who offer, as part of their services, Web based emails that can be categorized under this definition.

POP3 or Post Office Protocol version 3 is a computer language used to retrieve emails from a remote server to a particular computer over an Internet connection. Normally, when you sign up to any Internet Service Provider (ISP), may it be a dial up, broadband or cable account, you are provided with at least one mailbox for email. To access your POP3 email account, you will need an email client such as Outlook Express, Microsoft Outlook, Eudora or Netscape. These mail clients are used to send and receive emails with a proper setup as indicated by your ISP.

Now that we have defined web-based emails and POP3, let us take a look at some of the advantages and disadvantages.

Web-based Email POP 3
It lets you have access literally anywhere as long as an Internet connection is present, may it be on a café, library, at work, in a hotel or at home. Managing of email is much more flexible. Most email clients are equipped with features such as filters or message rules, text formatting, etc.
It is simple and easy to use, as it doesn’t require software configuration. The size of your computer hard disk becomes the limit of your mailbox storage after downloading your emails
It focuses largely in providing email service, making it their priority to include features such as anti-spam and anti-virus filtering. Navigation of your email is faster and more efficient because your emails are now stored in your computer.
It is advantageous to frequent travelers as it allows checking of mail from more than one location. Users are able to read mail and compose email while offline.
Web-based Email POP 3
It limits the file attachment?s size being sent. For business users who use more of their emails, this may be a disadvantage. It does not allow you to access previously ?popped? messages. Though mail clients have an option to ?leave copy of messages on the server?, it may tend to overflow and disallow further receiving of messages if not properly attended.
The response in sending and receiving email is affected by the Internet traffic on the provider?s end. Sending or receiving a message may be tedious to do in the end. Most viruses are transmitted using this type of email. It is also hard to filter SPAM emails unless third-party software is installed in the email server or to the end user?s machine.
Web-based clients set a time limit. If you take longer than what is set to compose your message, you may lose your connection to the server. As a result, you may have to retype the message again. You need an email client configured for your account. Emails are not accessible anywhere else once you have downloaded them into your machine. This can hinder users that travel or use several different computers for email access.
Every click results in the opening of a web page. Thus, causing slowness and lessens efficiency.
In order to read and compose emails, an Internet connection must be constantly established.


Whichever type of electronic mailbox you use, web-based or POP3, will have its own pros and cons. Ultimately, you, as end user of these services will know best which one suits your need. Depending on how much you utilize emails, weigh the benefits and maximize its use.

Securing your Internet Passwords

An increasing number of us are now conducting more online activities over the Internet such as purchasing things, managing bank accounts, paying bills, sending messages, and a lot more. Each service may require us to set up an account that requires a username and a password, which are used to access the service. A typical Internet user may have five or more of these usernames and passwords to keep track of. The Internet may have made life more convenient, but keeping track of these security codes has also added to our regular chores.

In this article, let us try to understand why is there a need for passwords, specifically those provided by Pacnet Internet. We will also include tips on how we can keep our passwords secure.

Let us first define what is a password. It is a series of characters that you keep secret, and allows you to access a site, file, program, or computer. etc. The primary function of the password is to prevent unauthorized access.

Pacnet provides two (2) passwords to its subscribers

  • Dial-up and Homepage password (only applies to subscription plans that come with homepage space)
  • Email password

What are the uses of these passwords?

The dial-up password is used to establish Internet connection. The same password allows us to access our personal homepage account too.

The email password, which may differ from the dialup and homepage password, enables us to access and manage our mailbox.

The passwords give us the assurance that no one is connecting to the Internet using our account or downloading our emails without our permissions.

How to ensure password integrity?

  1. Change the default password provided as soon as possible.
  2. Use passwords that are difficult to guess.
  3. Change passwords from time to time.
  4. Do not keep a written list of passwords.
  5. Do not share passwords with others.
  6. Avoid setting Internet browsers to save passwords or perform auto-complete.
  7. Clear your browser’s cache and cookies periodically.

Characteristics of Weak and Strong Password

A password that is difficult to guess, obtain or determine is what we may call strong password. Otherwise, it is considered as a weak password.

Some of the possible characteristics of each type of password:

Weak Password Strong Password
–   less than 8 characters –  Uses 8 characters and more
–  dictionary words (be it English or Foreign) –  Combination of alphabets and numbers
–  number pattern (e.g. passw0rd -> passw1rd -> passw2rd -> passw3rd) –  uses special characters like !@#$%^&*(.,
–  contains any form of our name or user ID –  Combination of alphabets and numbers
–  uses personal information, such as names of family members, birthdates, IC number, or other similar information –  mixture of upper and lower case letters (e.g. a-z, A-Z).
–  uses common words or acronyms spelled backwards –  Note: Some websites may not accept special characters for password.

What happens if we have forgotten our Pacnet password?

For consumers, the account holder is required to contact our Technical Support Hotline at 63366622 (option 2) personally to request for a reset of password. Pacnet requires that the account holder to be the only authorized person to request a password reset. This is one way to protect the secrecy of our password and/or our user identification. The transaction will be validated based on certain criteria to ensure the authenticity of the request, and the identity of the requestor.

For corporate users, only fax-in requests are processed. The request must bear the company’s letterhead and/or logo duly signed by authorized personnel.

It is highly recommended that after the password reset, we should change our passwords immediately. To manage our passwords, visit Personal eManager and access the Password Administration function.

Note that as users, we play a vital role in keeping our account from wrongful or fraudulent use through vigilantly maintaining password confidentiality. Parts of Section 5 on Pacnet’s General Terms and Conditions highlight security matters pertaining to passwords and user identifications. You may visit the following link for details Terms and Conditions



Win 98(SE) ME Win 2000 Win XP Mac OS 8.6-9.2 Mac OS 10.2-10.3
iPass Connect Download Download Download Download Download
Aztech 206 U Driver Download Download Download Download Download
Pacnet Antivirus Download Download Download Download Download

Dial Up & Email Server Information

Easy Access 2000 Easy Access Plus 2000 Unlimited Access 2000 Premium CyberGuard Cable & Broadband
Modem Standard V.90 V.90 V.90 V.90 V.90
Dial-up Number 6537 9800 6537 9800 6537 9800 6537 9100 6537 8100
Proxy Server
Domain Name
Primary DNS
Secondary DNS
Incoming Mail Server (POP3)
Outgoing Mail Server (SMTP)
FTP Server

Billing and Payment

Pacnet makes it easier for you to keep on top of things. You can now manage your bills more effectively and easily than ever before.

With our Billing Administration in Personal e-Manager, you may:

  • View your detailed Online Usage up to the most recent session
  • Get the latest Statement of Account
  • Check your Payment Status
  • Update your Billing Address
  • Choose to receive and view your Pacnet bill online with eBilling
  • Apply for Bank GIRO / Credit Card GIRO payment

Click Here to access Personal e-Manager Now

Because you are our valued customer, we want to keep you informed by clearly explaining the billing and payment process. The following link will provide answers to some common invoice questions.

Payment Mode

Paying your bill should not be a hassle. This is why Pacnet has many payment options to make the payment process as convenient as possible for our customers. The various options are:


GIRO is the most convenient payment mode. Upon successful giro application, payment will be deducted on the 23rd of each month. Application forms can be obtained from any Pacnet shop or our main office. A copy of the Bank GIRO form is also available online for download.

By Credit Card

We accept Visa, MasterCard and American Express. Upon successful giro application, payment will be deducted on the 23rd of each month. Application forms can be obtained from any Pacnet shop or our main office. A copy of the Credit Card GIRO form is also available online for download.

By Internet Banking/Phone Banking

Together with DBS Bank, Citibank, Maybank and Standard Chartered Bank, Pacnet offers the convenience of Internet banking anytime, anywhere.

By Cheque and Cashier’s Order (Singapore currency only)

Cross your cheque/ cashier’s order and make it payable to Pacnet Internet (S) Pte. Ltd. Please write your account number(s) on the back of your cheque and enclosed the bill slip. If your cheque is for the payment of more than one account, please state the:

  • Account number
  • Invoice number
  • Amount for each account

Mail all cheques / cashier’s orders to:

Pacnet Internet (S) Pte. Ltd
Robinson Road PO Box 1371
Singapore 902721

At Singapore Post Outlets

Payments can also be made at any Singapore Post outlets by cash, NETS and cheques. For cheque payments at Singapore Post, cheques should be made payable to Singapore Post Ltd.

Other Payment Modes

You may make payment via your ATM card at any Self-Service Automated Machines (SAM), AXS Stations and via GIRO-On-Demand at vPost. Please have your account and invoice number ready when making payment.

GST increase (July 2007)

Crux of the IRAS’s GST Act

  • GST is billed based on period of utilization of service regardless of the date of billing/invoice
  • In other words, for BB customers who are billed July 2007 subscription via the invoice that they will receive in mid July 2007, they will be billed 7% GST
  • For DU customers, they will still be billed 5% GST for June 2007 subscription in the invoice that they will receive in July 2007
  • A provision is made in the Act for the billing of services to be utilized in 2007 such that customers can still be billed 5% GST for these services only if the full payment of these services is made by 1 July 2007

Pacnet will make these changes in line with the GST Act and the impending GST Hike from 1 July 2007

  • Our June 2007 invoice dated 30 June 2007 will instead be dated 1 July 2007. This will allow us to bill all advance billing customers (eg BB customers) 7% GST for their July 2007 subscriptions
  • The change in the invoice date should be pretty much transparent to customers as they will still receive their bills round about the same time and be given the same number of days to pay.
  • If a customer has both advance billing products (eg BB) and arrears billing/ back-billing products (eg DU) in one invoice, there will be 2 lines of GST (ie one 5% and another 7%)
  • In the SOA, you will see one invoice dated 1 July 2007 and another dated 31 July 2007

Frequently Asked Questions (FAQ)

  1. How would the GST rate change affect me?With effect from 1 July 2007, the GST rate will be increased from 5% to 7% for all goods and services. All GST-registered businesses will be affected by this change. As a result, the Pacnet services that you currently subscribed to will have their GST component increased accordingly.The GST transitional guidelines set down by the Inland Revenue Authority of Singapore (IRAS) state that any partial or full payment of advanced charges for the period before 30 June 2006 will be entitled to the 5% GST rate provided full payment for these services is made on or before 1 July 2007. However, the remaining unpaid portion will be subjected to the new GST rate of 7%.In order to minimize cumbersome accounting procedures that you may otherwise face in view of these transitional guidelines, we will be making interim changes to our billing process that will affect your bill statements during the transitional period of June 2007 and July 2007.
  2. I am currently on a prepayment promotion scheme. Will I now need to pay for the GST rate increase since the prepayment period will expire only after 30 June 2007?If we have received your full prepayment amount for the prepayment promotion offer by 1 July 2007, you will be billed at the 5% GST rate.
  3. Will Pacnet absorb the GST increase?We regret we will not be absorbing the increase in GST as this is a tax imposed by the government on the supply of goods and services performed in Singapore.
  4. Do you charge me the increased GST based on when I consumed the service or by the date of your invoice?The GST is charged based on the period whereby the service is utilized regardless of when you receive your invoice. For instance, Dial-Up customers who are billed “in-arrears”, (ie you receive the bill for the June 2007 subscription in July 2007), you will still pay 5% GST for the June 2007 subscription.For subscriptions for July 2007 onwards, all customers will pay 7% GST for the services they untilized.
  5. If I buy a modem or any other item from you now to bring overseas next year, how many percent will my GST rebate be?If you purchase the item before 1 July 2007, you will be billed 5% GST. However, if you purchase the item after 1 July 2007, you will be billed 7% GST. The normal rules for tax rebates will apply in both cases.
  6. How much GST do I pay if I use your Global Roaming service?If you are using our roaming service outside of Singapore, you will not be billed any GST. However, if you are using local roaming service, you will be billed 5% GST if the service is utilized before 1 July 2007 and 7% if the service is utilized after 1 July 2007.