FAQ

What can we help you with today?

How long will it take to sign up and have a new internet connection working at my location?

Depending on your location and availabilities of the installation team, our new customer connection shall be activated within 3 to 7 business days after payment has been received.

How do I register in my personal account?

Note: If you an existing Ezecom customer and your phone number is connected to your account, If not, please go to https://ezecom.com.kh and register.

Using the login and password you can log in to a single personal account.

If not, then:

Step 1: Go to the nearest Ezecom Branch and register your phone number with your account.

Step 2: On the home page of https://ezecom.com.kh click on the “Register” button and use the registration code sent via OTP to your phone to go through the registration procedure.

If you do not remember your login or password, use the account recovery functionality “forgot password” under Login section

What are the required documents if I want to buy internet?

For individual, personal account, you need to present a valid ID and / or passport.

For Organization/business, please bring copies of registration documents and VAT certificate.

What is Ezecom’s network coverage in the country?

Our fibre internet and network infrastructures cover all cities and provinces throughout the Kingdom of Cambodia.

What do you need a personal account for?

A single personal account is a personal section of Ezecom clients, through which subscribers can get:

  • full information about personal account status while viewing payment history, make payment for services
  • information on the Internet service (submit applications for change of the plan)
  • the ability to connect additional services to the Internet (Mesh Wifi, OTT-TV)
Why is my internet so slow?

Slow Internet access can be the result of several factors, for example:

  • In some case designated web/Internet server is overloaded or linked to a congested/populated-route Internetwork.
  • Your computer and/or devices need to be checked for hardware upgrade and/or software optimization. In many cases, slow computers lead to a slow internet experience.
  • Global/continental Internet upstream connection is disrupted/damaged caused by other marine activity such as fishing, marine research or marine development.
How can I test my internet speed?

Make sure you are in a good WiFi coverage area during this internet speed test performance

  • Visit https://www.speedtest.net/
  • Click on “Change Server” then Select “EZECOM” and click “GO
  • Once completed, you may see “DOWNLOAD (Mbps)”, that is your internet connect speed.
Why is my internet not working?

Internet connection isn’t working are caused by 2 issues, you can identify it by checking on the Ezecom (Huawei) Modem as instructed below:

  • If you spot a RED light on (LOS), try restart the modem and router. If you still see the RED light on (LOS) after restart, it means the internet is down due to fiber cut outside.

Solution: Contact Ezecom Contact Centre (24/7) Support: 085 888 181

  • If your modem green lights are visible like usual, but you spot (!) on your Wi-Fi signal or cannot find or connect to your Wi-Fi name on your device, try restart the modem and router. If the internet is still down after restarting, please contact Ezecom Contact Centre (24/7) Support: 085 888 181.
How can I identify Modem stuck?

When your internet is slow or not working smoothly, it can be caused by modem stuck, and there are several ways you can identify it, as below:

Solution: Try rebooting the modem at least twice a day to make the internet connectivity run smoothly, and if the connection is still down after rebooting, please contact Ezecom Contact Centre (24/7) Support: 085 888 181 so we can arrange our technical team to assist on site (re-configure / change new

How can I test my Wi-Fi speed?

Make sure you are in a good Wi-Fi coverage area during this internet speed test performance

  • Visit https://www.speedtest.net/
  • Click on “Change Server” then Select “EZECOM” and click “GO
  • Once completed, you may see “DOWNLOAD (Mbps)”, that is your internet connect speed.
How can I identify Router stuck?

There are several ways you can identify router stuck, as below:

Solution: Contact Ezecom Contact Centre (24/7) Support: 085 888 181

How can I make my WiFi access more stable?

When installing a wireless/WiFi access-point/router it is important to check below recommendations:

  • Talk to our sales team or call center to find out the recommended brand and model of wireless access-point/router suitable for your needs.
  • Choose a good central and balanced point of location in a building where wireless access users are going to be working from.
  • Keep your AP/router safe and protected by using strong passwords and keeping regular firmware updates.
How can I make payment for my internet subscription?

You can make your payment to Ezecom via several options below:

My account is locked, what should I do?

Account with late payment will be automatically suspended after 7 days, if you have a special agreement about Term of Payment; please contact your Sale Account Manager. EZECOM Billing reminder will send reminder and alert about late payment, and if you wish to have more than 7 days period to pay for the account, please consider deposit a 100% subscription deposit. The account will be automatically activated once the outstanding is paid off.

If you have a special request about delay payment, or detail about your grace period and term for delay payment, please contact us via billing@ezecom.com.kh and if you do not receive any notification, reminder or payment warning, please check and request a change on billing email.

What happen when I overpay the payment?

Overpaid amount is transferred to your account in billing system, so we keep it for your next bill settlement. However, if you still want us to refund to you back, please contact to our Ezecom Contact Centre: 085 888 181

How do I get my invoice?

Your monthly invoice is that date of your account registration and service perform. Please visit our office to pay or make payment online to pay within 7 days of receiving invoice. We will send invoice to you every month via our billing system email. If you wish to get the original invoice, you may request to our Ezecom Contact Centre: 085 888 181

I want to update my billing information.

If you would like to update or make any changes on your account such as add/remove billing email, update phone number, change VAT address, change account name or subscription plan, etc, please contact us via billing@ezecom.com.kh or Ezecom Contact Centre (24/7): 085 888 181.

What is Ezecom’s Bank Information?

You may find Ezecom Bank Information as below:

  • ABA Bank

Account Name: Ezecom Co., Ltd.

Account Number: 000049015

Swift Code: ABAAKHPP

  • Maybank

Account Name: Ezecom Co., Ltd.

Account Number: 000030200024801

Swift Code: MBBEKHPP

  • Acleda Bank

Account Name: Ezecom Co., Ltd.

Account Number: 36000207777717

Swift Code: ACLBKHPP

  • Acleda Bank

Account Name: Ezecom Co., Ltd.

Account Number: 806032

Swift Code: TCABKHPP

What can I do if my IP address is blacklisted?

You can check your IP against many search tools available for free online. For example:

http://mxtoolbox.com

https://www.spamhaus.org/lookup/

http://www.sorbs.net/lookup.shtml

http://www.uceprotect.net/en/rblcheck.php

What are best practices for email?

Here are recommendations to ensure delivery of your business email communication. Due to increasing problems with spam and malicious email developed by hackers attempting to exploit access to computer systems, today’s email server system are equipped with sophisticated tools and rules (sender policies) to counter malicious attacks. Occasionally, an email cannot be delivered to a recipient because the sender server does not meet the receiver’s sender policy framework (SPF). Here are the dos and don’ts.

Do:

  • Ensure your email delivery server meets standard SPF (see http://openspf.org)
  • Keep the server secured by applying updates and security fixes
  • Keep your email simple and unique
  • Protect your system from virus and malware attacks
  • Use external mass-delivery services like mailchip.com if you need to push advertisements to your customers
  • Use modern and secure file sharing platforms to share large files

Don’t:

  • Use your business email system to send advertising emails
  • Send to too many recipients (more than 50) at once
  • Send large files (larger than 10Mb)
  • Include pictures in your email signature
What to do when my mails get blocked by the Ezecom Spam Filter?

EZECOM has multiple layers of SPAM filtering gateway, it prevents spam from leaving the network.

If the mails you are sending out look like spam, then they will be blocked by our SpamFilter.

lease contact IT Support team if you think your mails have been blocked by Ezecom SpamFilter.

What can I do if my IP address is blacklisted?

You need to delist your IP from the blacklist using the following methods:

Self-Service Removal. There are a few blacklists with a self-service removal feature that lets you take your IP address off the list without much trouble. However, you’ll want to make sure you’ve resolved any issues before doing this. If you don’t and your IP address gets listed again, it won’t be easy to get it removed that next time.

Time-Based Removal. Most blacklists have a built-in, automatic process that removes lower-level listings (IP addresses that are light offenders) within a week or two. But if the IP address had sent spam more than once or send off a high volume of spam, the time period for being removed will be longer.

Why can I NOT send mail out?

Many reasons might cause this issue:

  • Incorrect mail client configurations
  • Your IP has been blacklisted
  • Recipient’s mail serve reject your mails
  • Your messages have been blocked by Ezecom Spam Filter
How can I manage my email via webmail?

Many people are mostly using laptop or smartphone to access their email. However, there are times when you need to quickly access your email on a temporary computer. For instance, your devices ran out of battery, and you forgot your charger. That’s when a webmail will be useful.Here is the link to access your email. http://webmail.ezecom.com.kh Once you have signed in to your webmail, you can also manage Autoreply, forwarding to another address and change password.

I have a problem accessing my EZECOM email account. Please help!

If you are using webmail to read and send emails following the URL http://webmail.ezecom.com.kh, ensure that your username (email address) and password are correct.

If you forgot your password, contact our Ezecom Contact Centre 085 888 181 and be sure to have your EZECOM customer ID details and your national ID card/international passport to verify your ownership of the account. If the email account is registered with your company, ensure relevant documents are present. The other way to resolve this issue is to contact our sales personnel assigned to your account directly.

How can I protect my network from spam?

There are several things you may need to do to protect your LAN from spam:

  • Scan all computers on your network for viruses
  • See if there are any known and needed “patches” (updates and fixes) for your operating system
  • Configure routers more securely
  • Establish and enforce stronger passwords
  • Configure mail server correctly
  • Make sure forward and reverse DNS records are all correct
Why do I receive so much spam?

There are a few reasons that cause this:

  • You use your email to register on unknown websites on internet
  • Malware/virus on other people’s computer have checked their address book and send out spam to your mailbox
My company’s email address is not receiving emails. Please help!

First of all, you should check with your colleagues to see if they are experiencing the same issue or not. Most people from a user point of view would try to send a test email from their personal email to verify. This is not a bad approach because you can quickly receive a bounce message, which will include a clue to the problem why your address cannot be reached. A few things could lead to unreachable email:

Wrong address

Sender mail server doesn’t comply with recipient ISP or email hosting company. For example, sender server has low reputable rate or messages are blocked as spam.

Receiving email server is not reachable or not available

Find out more on Sender Policy Framework (openspf.org) and Domain Keys Identified Mail (dkim.org) for more information about how to improve your email delivery policies.

Follow this link to check the EZECOM email server status. Most web and email hosting companies provide backend login to cPanel and WHM interface as a good window to monitor and troubleshoot you email services.

A few recipients cannot receive my email, but others can. Please help!

Assuming that your colleagues are receiving emails, but you cannot, here are a few scenarios could lead to identifying the issues.

Wrong address

Your mailbox is full

Recipients’ email systems encounter issues including mail-client program like Outlook, Mail or Thunderbird has issue connecting to the server

Your email client program or Antivirus has moved or blocked an email from specific sender as a result of Spam filtering protection

To quickly proof above prediction of the problem, you could simply try to send a test email from your personal email to further escalate the troubleshooting steps to system administrator level.

How do I enable Auto Forward and Auto Reply?

Log into your webmail at webmail.ezecom.com.kh

  • Click on Settings on the top right side of webmail window
  • Click on Filters in Settings
  • Click on the second (+) plus sign in the third panel from left
  • Filter definition window will appear

 

To set Auto Forward:

  • In the execute the following actions box please select Redirect message to
  • Then type in forwarding email into second box
  • Hit Save after finish

 

To set Auto Reply:

  • In the execute the following actions box please select Reply with message
  • Type in the message body, subject
  • Then fill in My additional e-mail address(es)
  • Hit Save button after finish
How do I know which computer is broadcasting spam within my network?

You can know this by using a software tool to scan which device is accessing to port 25 continuously. Some examples of tools for this are Scanport, Wiresharkand Microtek.

What email clients are compatible EZECOM email server?

Outlook 2003

Windows 8 Mail

Mac Mail

iPhone and iPad

Android

What is a phishing email? How can I protect myself from it?

A phishing email is created to target a specific group of people with a malicious intention to gather information like username ID and password of a computer user, and escalate access to sensitive sites like online banking, email account, social media account and company’s internal system.

 

Being aware of such unethical intentions, one can predict a phishing email by looking for specific valid details often not included by the spammer. Credible information like your full name and account detail are usually revealed by your bank, organization or system providers in an email regarding the announcement or campaign. It is also important for you to always verify with the bank about such changes or action needed from your end.

 

Technically, you can have your devices protected by implementing endpoint security software like antivirus suite and email protection system. Last but not least, you should report such suspicious activity by forwarding the email to abuse@ezecom.com.kh for future investigations and contribution to fighting against cyber-fraud in Cambodia.

How can I maximize security of important information?

When the stakes are high, your sensitive information and business can be at risk because of targeted breach attempts. Understanding how your system is structured and its weaknesses will give you a good chance in protecting your system during inconvenient time.

 

Work with your IT personnel to keep a close watch on the system access logs. Ensure the access history is secured for future review and analysis. Contact our representatives once you have substantial information about the upstream attempts. Our technical team will be happy to assist you on specific cases. We also work closely with CamCERT (Cambodia Computer Emergency Response Team) to assist in incident response procedure.

What are the ICT security questions I should ask myself?

ICT security threats are real so it is important to keep up with the latest information both at work and personally. Keep your devices, passwords safe and under control

 

Ensure your passwords are complex so that it’s not easy to guess. If you do have to write it down somewhere or share it with someone, you should be confident that they would not fall into the wrong hand.

Because you might have to keep many devices and login accounts, which also need renewing from time to time, using a password management tool might be necessary. Learn about Apple Keychain, KeePass, LastPass and Dashlane.

Get familiar with trusted sources when it comes to installing or accepting a new application onto your devices. Implement more layers of security by using Antivirus or Anti-malware protection system on your devices.

 

Learn more about information security through the news and how to counter measure against new cyber threads like system vulnerabilities, man-in-the-middle attacks and needs for system patches.

I have received a certificate error message every time I login on a website. Should I be worried? How do I get around this problem?

Most websites including login and sensitive information protect the transactions by using SSL (Secure Socket Layer) or HTTPS certificate to encrypt information between the users’ computers and server systems. Previously organizations use VPN (Virtual Private Network) to protect access to information using a public Internet. However, with the growing need for mobile workforce, the shift to HTTPS was adopted widely.

 

Unfortunately, a sophisticated hacker will try to go around the secure line by trying to perform a man-in-the-middle attack, usually at the network provider where you connect your wireless device to at the time. The hacker’s machine will operate a counterfeit self-signed certificate to confuse the user. Therefore, an up-to-date browser will alert the danger of potential threats by generating a certificate error message. You should contact your system administrator to report the incident for better analysis. Your system administrator might suggest a traditional VPN connection as an alternative solution.

How can my kids use the Internet safely?

Safe internet access for children is critical. Therefore, we highly recommend our customers to explore continuous education about how to avoid abusive content, exploitation, stolen identity, and other cyber-crimes. There are also technical solutions in order to protect your computer and devices from such potential issues listed below.

  • Google safe search option – Sign in to Google and turn on safe search (here is more info http://goo.gl/xhJukA)
  • OpenDNS (http://www.opendns.com/home-internet-security/) a comprehensive and easy to setup home and office Internet filtering and protection system
  • NetNanny (www.netnanny.com) one of the top-rated online protection for personal and enterprise Internet content filtering solutions
Does Ezecom have any promotion to the same OPN for payment upfront?

Ezecom has a better package with a competitive price; if you are interested, we will offer a free one month for 12 months payment in advance. 

When I have an issue with internet service, who should I contact?

Please contact the Ezecom Hotline number; we will try our best to solve your issues as much as we can and as fast as possible. Hotline Number: 085 888 181 

I don't use Ezecom Service? Please refund my balance or deposit back.

We want to provide you with a better service and quality, but if you still don’t like to move, please directly contact your current supplier for more info. Ezecom does not have enough right or authority to enclose with this process. 

What will happen to my prepaid subscription fee with OPN?

Your prepaid subscription fee is still valid and useable. When your balance reaches zero or runs out, you can make the payment to Ezecom online. More information on the price will be informed, and please visit our Ezecom Website or this link: https://ezecom.com.kh/personal/internet

What will happen to my Internet Package? And how much will I pay for it with Ezecom?

Migrating from Opennet to Ezecom, there is no change at all, to your current package. You can continue to use the same internet services.

Does Ezecom have any App to check my bill/payment? And how do we install it?

YES, please go to App Store or Play Store to download “Ezecom App “and enjoy the new app services to check your package, pay your bills, and chat with both agents to respond to your inquiries. 

What will happen to the deposit fee that I already paid to OPN since first signed up?

It is automatically transferred to Ezecom, and it will be refundable following the Ezecom Service term & condition of 12 months.

What should I do to transfer my connection to EZECOM?

Your service is already in Ezecom systems. You don’t need to do anything. It’s seamless migration. We will sms you the new Ezecom CID for future reference.

I want to renew my service; how can I make payment?

For customers with new Ezecom’s CID, customers can make payment to Ezecom via Wing, ABA, ACLEDA or PAYGO, nearest Wing Agents, on Ezecom’s website: https://ezecom.com.kh/pay_my_bill and Ezecom’s APP on AppStore or Play Store: select Ezecom App to download.

For customers who have not received new Ezecom’s CID, customers can contact to 085 888 181 for your new Ezecom’s CID or make payment at counters at Ezecom’s branches and locations (including all former branches and locations of Opennet).

I am having a problem with my connection who will come to connect for me?

Ezecom team will arrange the schedule fix your connection; please get in touch with our hotline at 085 888 181.

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