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my.t home - FAQs

Unable to make and receive calls on your copper line?

  • Unplug all phones and equipment connected to your phone socket.
  • Plug a phone directly into the socket and test for a dial tone.
  • If there is no dial tone, try to carry out the test with another phone.
  • If it still does not work, call us on 8902.

We will run some tests to know the source of the problem. If your broadband connection is already on fibre and the problem lies on your copper line, we will shift your fixed voice service to fibre.

We will remotely configure your Wi-Fi box and invite you to follow below steps. The configurations may take some time. We will call you to inform you when you can start using your home phone.

A weakness has recently been discovered in the Wi-Fi Protected Access II (WPA2) protocol, which can allow attackers to intercept sensitive data transmitted over a Wi-Fi network. The attacker positioned within the range of the victim, uses a technique called Key Reinstallation Attacks (KRACKs) to eavesdrop on communications transmitted over the air. For example, attackers can steal credit card details, emails, passwords and so on. In some cases, it is also possible for attackers to manipulate data transmitted over the wireless network.

The weakness is in the Wi-Fi standard. To prevent the attack, users are advised to apply security updates on their wireless devices as soon as they become available.

Almost all wireless devices (laptops, mobile phones, wireless gateways, game consoles and other smart devices) are vulnerable to this attack. Kindly make sure that you update the operating system/software of all your devices. Where applicable, ensure that the ‘automatically check for updates’ option is enabled in System Settings/Preferences to ensure that your software is always up to date. Most operating systems’ vendors have already released necessary security patches for this vulnerability.

What is WPA2?

WPA2 is a wireless security protocol used to secure Wi-Fi networks. It was developed by the Wi-Fi Alliance to block access to uninvited guests onto a Wi-Fi network, as well as to encrypt data transmitted wirelessly.

How does KRACK work?

KRACK exploits a shortcoming in the ‘four-way handshake’ of the WPA2 protocol. The ‘four-way handshake’ is used to establish a Wi-Fi connection between a client and an access point, whereby encryption keys are exchanged.

Essentially, to guarantee security, an encryption key should be used only once. Unfortunately, this is not guaranteed by the WPA2 protocol. KRACK targets this vulnerability of the WPA2 protocol.

What is at risk?

Both sides of a wireless network are at risk:

  • End user devices (e.g. laptops, smartphones)
  • Internet gateways – devices installed to access the internet (e.g. ONT, router)

Note: In order to execute a KRACK attack, the attacker must have a device physically between the end user device and the internet gateway.

What is the solution?

i. End user devices Ensure that all your end devices have the latest security updates. Always check for the latest software update.

ii. Internet gateways Mauritius Telecom’s internet gateways (e.g. ONTs) are not impacted by this vulnerability. KRACK works on devices working in Client Mode with the 802.11r protocol. While our ONTs use Wi-Fi in AP mode and do not support 802.11r.

Does the attacker have to be near my network in order to attack it?

Yes. In order to execute a KRACK attack, the attacker must be between the end user device and the internet gateway.

Are both home and business users concerned by the attack?

Yes. End user wireless devices (like laptops, PC with Wi-Fi cards, mobile phones, SMART TVs and other smart devices) are concerned. Kindly ensure that all wireless devices have the latest security updates.

Must I change my Wi-Fi password?

Changing your Wi-Fi password will not prevent a KRACK attack. Instead, ensure that you download the latest security updates on all your wireless devices.

Must my internet gateway (i.e. ONT) be updated?

Mauritius Telecom’s home gateways (i.e. ONTs) are not affected by the WPA2 KRACK attack since they do not require security updates and do not support 802.11r.

I am unable to install the latest security update on my mobile phone. What shall I do?

If you are doing an important transaction online and you are concerned that others may be eavesdropping, disable Wi-Fi on your phone and use mobile data.
Retry to update your software.

What additional security measures can I take?

Look for websites starting with https when you are doing important online transactions, like online banking.

How to protect my business from this vulnerability?

Make a list of all the wireless devices in your company. Check out for the latest software releases for each device and update accordingly.

You are not getting my.t channels on your TV?

Make sure that the following cables are properly connected on your TV and my.t decoder:

  1. The decoder is powered (connect power cable of decoder to electrical outlet and switch on)
  2. The Ethernet cable is connected from the TV port of the modem to the decoder
    1. For an SD TV:
      Connect the AV cables (red-white-yellow) of your TV to your decoder OR
    2. For an HD TV:
      Connect the HDMI cable of your TV to the corresponding decoder port

Still not working? Try this:

  1. Switch off both modem and TV decoder
  2. Wait 5 minutes
  3. Switch on the modem
  4. Wait modem to synchronise i.e for the lights to become green and stop blinking
  5. Now switch on the TV decoder
  6. Make sure you are on the right input channel (RGB or HDMI – depending on the cable connection)
  7. Now wait for the automatic configuration to end
  8. You should now be seeing the my.t environment on your TV

If you are still having problems, please call 8902 for remote troubleshooting

If you are experiencing channel freezing, i.e the image remains static or flickers then try the following:

  1. Try changing to a different TV channel to see if the picture improves. If it’s only occurring on one channel, the problem’s likely to be with that particular broadcaster. Wait for a few minutes and then try the channel you were watching again.
  2. Loose cable connections can affect your TV signal, which reduces the quality of TV picture. Please sure that your cables are properly connected
  3. Try re-starting your modem/TV as below:
    1. Switch off both modem and TV decoder
    2. Wait 5 minutes
    3. Switch on the modem
    4. Wait modem to synchronise i.e for the lights to become green and stop blinking
    5. Now switch on the TV decoder
    6. Make sure you are on the right input channel (RGB or HDMI – depending on the cable connection)
    7. Now wait for the automatic configuration to end
    8. You should now be seeing the my.t environment on your TV

If you are still having problems, please call 8902 for remote troubleshooting

If you are experiencing slow internet speeds when browsing or downloading, there are a few things you can do to try and speed up your internet connection.

turn off any other web programs

  • The first thing we suggest you do is reset/suspend any other Internet activity or network activity if your PC is a part of a network.

  • Remember that if you have any peer to peer software open, other Internet users may be uploading files from your computer's hard drive. This will have an impact on your internet connection.

check your browser

  • We suggest that you delete your cookies, and reset your browser, to see if this improves your internet speed.

close all other programs

  • It's a good idea to exit applications you don't need when you're surfing the internet, particularly if your computer has less than 128MB of RAM. It's also good practice to limit the number of windows that your browser has opened at the same time and close web pages that you don't need.

unplug other USB devices

  • If you've got printers or scanners attached to your computer that use a USB cable, these can cause connection problems. Try unplugging these devices to see if the slowness problem is solved.

check for stuck e-mail

  • If you're trying to download an attachment that's more than 2MB using Outlook, this could block your connection. To check if you have a stuck email, please check your email on your webmail. In your Inbox, you will see emails that have not been downloaded locally to your Outlook and you can delete emails with large attachments. It's also worth noting that web pages will take longer to load if you're simultaneously downloading a large email.

Is your broadband cable plugged in securely and in good condition

  • If your modem cable is not plugged in securely to your filter and PC, you may not be able to connect or your connection could drop. Make sure you've got a good quality cable with no kinks, that reaches comfortably between your computer's modem and the phone wall socket.

time of day

  • You may see your speed reduce during peak times. The busiest time is from 6-11pm.
  • If you need to download large amounts of data we suggest that you do so outside peak time.

maximum access speed

  • Some websites have a maximum access speed, therefore you may experience slow speeds on specific websites.

viruses and spyware

  • Viruses and spyware can have a serious impact on your connection speed so make sure your computer is protected. Download an anti-virus (free anti-virus software are available on the web) or if you already have one, please ensure that it's up to date.

change connection mode

  • If your modem and PC are connected via Wi-Fi/USB, swap your connection to Ethernet/LAN.

'Defragment' your hard drive

  • If you've been using your PC for a while, the hard disk may have become 'fragmented'. This means its storing files in small parts, spread across many different places on the drive. This has a detrimental effect on speed, as it takes time for the computer to find and compile all the parts when launching a program or open a file.
  • We recommend you 'defrag' your hard disk every few months. Please seek assistance from your PC Vendor and/or Technician for assistance.

If you have checked all the above and your internet speed is still slower than usual, please call our hotline on 8902 for my.t

Frequent internet disconnections is when your internet gets disconnected by itself in intervals that can vary from 2 seconds to 30 minutes. When your internet gets disconnected, your DSL/Link/@ LED light of your modem will blink and become stable again after a few minutes, when the connection is back to normal.

During disconnection, you will have no internet service. If you are experiencing frequent internet disconnections, there are a few things you can do to try to resolve this problem.

Check your connection from your modem to your PC/laptop

I am using a LAN Cable:

  • Check your LAN cable and make sure the network cable is connected properly from your modem to your network card slot on your PC
  • Verify if your network card is working (by typing ping 127.0.0.1 in your MS-DOS prompt)

I am using a USB Cable:

  • Check USB cable connection between the modem and your PC
  • Verify if your USB drive in your PC is OK for e.g by plugging in another USB device like an external key and checking if the key is detected

I am using Wi-Fi:

  • Check that your Wi-Fi adapter is turned on your laptop
  • If you are using a Wi-Fi dongle, check that it's well inserted in your PC/Laptop USB port
  • Check that you are within reasonable range of the modem (you should be seeing at least 1 bar on the Wi-Fi icon at bottom right of your screen)

Telephone line quality

Make sure there is no noisy/cracking sound when you pick up the phone

Disconnect other communications equipment

Disconnect all telephone extensions whereby terminal equipment such as fax, cordless phones, CLIs indicators, alarms are disconnected. Move your cordless phone base the further possible from your modem.

Disconnect splitter

Remove the splitter and try the connection again. If the connection becomes stable without the splitter, your splitter might be faulty and you need to get a new one.

Scan your hard-disk with an anti-virus software

Scan your hard-disk with an antivirus. This will ensure that your PC/laptop is not infected with a virus that can sometimes cause disconnections with our server. Please ensure that your anti-virus definitions file is up to date to detect latest viruses, trojans and worms

disable your anti-virus software

In some cases, new or updated anti-virus software may be cutting off the internet connection. Disable the anti-virus software and run the connection again. If this resolves your frequent disconnection problem, then consider playing with options on your anti-virus software so that it does not see your internet connection as an outside threat

external apparatus causing interference

Detect whether you are getting frequent disconnections whenever certain electrical appliances are being used around your modem e.g. microwave oven, other wireless networks (Bluetooth, mobile phones, cameras), TV repeaters, alarms and faulty power supplies. Try to isolate the source of the interference if possible. Sometimes frequent disconnections may also be caused by public lighting and high tension power cables.

If you have checked all the above and you are still experiencing frequent internet disconnections, please call our hotline on 8902 for my.t

Check your connection from your modem to your PC/laptop

I am using a LAN Cable:

  • Check your LAN cable and make sure the network cable is connected properly from your modem to your network card slot on your PC
  • Verify if your network card is working (by typing ping 127.0.0.1 in your MS-DOS prompt)

I am using a USB Cable:

  • Check USB cable connection between the modem and your PC
  • Verify if your USB drive in your PC is OK for e.g by plugging in another USB device like an external key and checking if the key is detected

I am using Wi-Fi:

  • Check that your Wi-Fi adapter is turned on your laptop
  • If you are using a Wi-Fi dongle, check that it's well inserted in your PC/Laptop USB port
  • Check that you are within reasonable range of the modem (you should be seeing at least 1 bar on the Wi-Fi icon at bottom right of your screen)

Telephone line quality

Make sure there is no noisy/cracking sound when you pick up the phone

Disconnect other communications equipment

Disconnect all telephone extensions whereby terminal equipment such as fax, cordless phones, CLIs indicators, alarms are disconnected. Move your cordless phone base the further possible from your modem.

Disconnect splitter

Remove the splitter and try the connection again. If the connection becomes stable without the splitter, your splitter might be faulty and you need to get a new one.

Check @DSL LEDs status on your modem

Is the LED on, blinking or off?

  • If LED is off, check your power supply
  • If LED is on or blinking, unplug and plug back in your modem power adapter. You will have to wait for approximately 5 minutes for your modem to re-start and synchronise.

If you have checked all the above and your internet speed is still not restored, please call our hotline on 8902 for my.t

In case you are experiencing problems on your my.t TV channels and/or VOD, there are a few things you can do to try to resolve this problem.

Switch off your modem

Try unplugging your modem and plugging it back in. Wait for approximately 5 minutes for your modem to re-start and synchronise and for the DSL/@ LED to be ON

Switch off your set top box (decoder)

Switch off your set-top box (decoder) and switch it back on. Wait until you see the time displayed on the front panel before testing your my.t TV channels and VoD

Verify your cables

  • Verify the cable connection between your TV and decoder (RCA/SCART cable)
  • Unplug and plug RJ45 LAN cable between modem and decoder

Remove Viaccess card from STB

Remove card from STB and re-insert

Verify remote control

Verify if remote control batteries are working. If not, change batteries and test if your problem is resolved

Ordered VoD will not play

In case a VOD has been ordered and cannot be re-launched, check if delay of 7 days has not expired. You usually get 7 days from the time you bought a VoD to watch it. After 7 days, you will not be able to watch the VoD again.

Reset cookies on STB

On your remote control, press Menu followed by yellow and blue button, delete cookies and restart the set top box. Enter your TV login and password again on your TV. Your login will be your my.t phone number and password = 1234.

If you have checked all the above and your internet speed is still not restored, please call our hotline on 8902 for my.t

You are moving houses and would like to transfer your MT fixed line to your new address. If you are moving within the same area that is covered by our exchange, you can sometimes keep your existing phone no. (if it's registered under your name). If you are moving outside of the area, then you will get a new phone no. on your new line.

It's better to come and see us ahead of moving for several reasons:

  • if you already have your new address, we can start processing your new application
  • you can also let us know about a tentative date when to cancel your existing line
  • you may wish to tell us when to change the billing address of your existing line so that you don’t miss out on last payments

What do I need?

  • Go to nearest Telecom shop with your National ID or passport and we will proceed with your application
  • If you have a broadband service or my.t on your fixed line and would like to transfer this to your new line, we will need to verify the eligibility and we will inform you to which internet service you can get access

How much will it cost?

You will need to pay a once-off fee of Rs 1,000 exc. VAT for residential customers. For business customers, you will need to pay a once-off fee of Rs 3,000 exc. VAT

How long will it take to provision a fixed line?

A minimum of 10 working days