Frequently Asked Questions

What is “traffic” and how does it relate to me?

  • Traffic is the measurement of the amount of data transferred. Every time an internet connection is used it is generating traffic – not necessarily a lot, but some. We measure traffic in gb (gigabytes).  One gigabyte is 230 or about 1 billion (1,000,000,000) bytes (1,024 megabytes). To compare to the real-world of computer usage, see the approximate averages below:

    1 plain text email  20kb (0.02 megabytes or 0.00002 gb)
    1 large PDF email
     250kb (0.24 megabytes or 0.00026gb)
    1 compressed MP3 song  3,200kb (3.1 megabytes or 0.032 gb)
    1 compressed DVD movie  716,000kb (700 megabytes or 0.73gb)
    1 standard writeable DVD  4,403,500kb (4300 megabytes or 4.5gb)

    Why does this matter?
    If you are a customer of Incentre DSL service, your service plan includes a certain number of gigabytes per month in traffic.  When traffic usage goes over this amount, additional traffic is billed (per gigabyte) and shows up on the next invoice.  

    The most common causes of high monthly traffic are downloading a lot of music or movies, moving a lot of large files on and off the web (FTP/email/etc), things like that. Viruses and other compromises can be responsible for elevated traffic numbers, but it is far more common to find file-sharing applications on connected computers or publicly-accessable wireless due to an improperly configured router.  Regular internet surfing and email usage will not produce large amounts of traffic unless there are a lot of large files being downloaded or uploaded.

    DSL customers can check their traffic usage (details including per day, per IP, calendar month, etc) at this website:
    If you do not have the login information for your account or have other difficulties accessing this page, please reach us at

What does it mean when you receive the error message “Host cannot be found”?

  • When you try to send an email and receive an error message similar to “the host (ie. could not be found”, it basically means that your email program cannot find the mail server.  It’s also very important to note that antivirus applications, firewalls and routers can block access and result in this error.  Try rebooting hardware and software, checking configurations, and disabling applications if the error persists.  In some circumstances an email program may not be able to connect or communicate with our servers due to network congestion, or because the mail servers are currently processing large amounts of emails simultaneously. In these cases, simply wait a few moments and try again.

What does it mean when you receive the error message “You have been disconnected from the Computer you dialed”?

  • This error has been known to happen in the following two instances: incorrect username or password; or a corrupt dial-up networking setting. To correct this problem, simply double check your username and password. If checking your username and password still gives you the same error message, simply reboot your computer and try again. If all else fails, you will need to remove the dial-up connection, and create a new connection from scratch.

Why do I keep receiving an username and password error trying to dial up to the Internet, even after checking for case sensitivity, and retyping it from scratch?

  • This error has been known to happen in Windows. Microsoft Internet Explorer and Outlook Express normally uses the same Internet connection, but sometimes this may not be the case. If you go into the “Control Panel”, “Internet Options”, “Connections”, make sure “Always dial my default connection” is selected. Click on “Settings” and retype your “Username” and “Password”. Click “OK”, “OK”, and close the “Control Panel”. Note on occasion, you may have to go back and check the username and password again.

Why do I receive an invalid username or password error, when I check my emails the second time or after having cancelled a previous email session?

  • The problem you are experiencing is what is called a “POP lock”. A POP lock occurs when a previous email session was cancelled unexpectedly or intentionally to stop mail from being delivered. When this happens, the client computer and the mail server is thinking that the connection still exists, when in fact it does not. The mail server requires acknowledgement from the client for each and every transaction, and will wait until the client computer responds. It will take 15 minutes for the server to reset an email session, so you will need to wait a minimum of 15 minutes before you can go back in.

How do I download a large email without the server timing out? How do I remove a large email in my mail account?

  • There are currently no email size limitations in which you can send or receive, but on occasion if you are using a dial-up Internet connection, you may run into server timeouts. You can increase the server timeout settings on some email programs such as Outlook and Outlook Express. If you would like to view your email without actually downloading the message or if you would like to delete a large email, you can simply use the Email program on our website.

Incorrect date stamp on email messages?

  • If the Time Zone is incorrect on your computer, usually, the time will be posted on your emails incorrectly even though the time is set correctly on your computer. To change this on Win98 and NT, double-click on the clock at the bottom right. Then select Time Zone and put the correct one in, if it is wrong. Note the date/time problem may be on the sender’s computer, so also check this out.