faqs

Technical help

1Problems with the website

  • I can't access the my tools / my plan on my computer.

    If you are trying to access the site from a computer not located in your home, a network administrator may have restrictions in place that limit what sites you can visit. If this is the case, contact the network administrator for assistance. Cookies must be enabled in your browser.

  • The links between the pages of the website are not working.

    Please make sure that you have activated the cookies in your web browser and that you are still logged on. You can find further details on this under Information on using cookies. To protect your confidential data, you will automatically be logged off the my tool / my plan website after a certain time without activity. We also recommend that you refresh pages before using links. If you find a disconnected link, please inform the alliCustomer Relations Team.

  • I’m having problems printing a page from the alli website, what do I do?

    Some pages on the site will not print out properly using some browsers or some printers. Unfortunately, there are too many different permutations to prevent this from happening. Where possible, printer friendly pages have been provided.

  • What is the minimum screen size required to view the alli site?

    The site has been designed for users with a monitor with a minimum size of 1024*768 as this is the most popular size. Some users who have smaller sizes may see additional scroll bars.

  • I don’t have Flash on my computer; can I use the alli website?

    The alli website uses both Flash and javascript to enhance the experience. If you don’t have flash it can be downloaded for free from the www.adobe.com website. If you are unable to use Flash then we have endeavoured to provide a non-flash version where appropriate.

  • I don’t have Javascript enabled on my computer; can I use the alli website?

    The alli website uses both Flash and javascript to enhance the experience. If you don’t have javascript turned on within your browser, then you will not be able to fully use the alli website and its features.

  • What’s a PDF?

    A PDF (Portable Document Format) is a file that can be read by a free program available from www.adobe.com.

2Information on using cookies

  • About cookies

    You have the ability to accept or decline cookies. Most Web Browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies, or receive a warning before a cookie is stored, if you prefer. Please refer to your Internet Browser’s instructions or help screen to learn more about these functions. If you choose to decline cookies, you may not be able to fully experience the interactive features of this Site or any other web sites that you visit. Cookies allow us to keep track of your visits to our website. For further details, see our Cookie Policy.

  • Are your cookies activated?

    Please remember that if you choose ‘Prompt before accepting cookies’ or ‘Entry prompt’, you will need to confirm this process every time a website tries to send a cookie – irrespective of whether the cookies are activated or need to be activated. In order to register you will need to answer ‘YES’ to the question on whether you would like to accept a cookie from the website.

  • Yes, my cookies are already activated

    Check whether you are using an older browser. There could be problems loading or processing your data if you are not using Internet Explorer version 5.5 or higher, (or a similar browser). If your computer is in your place of work we recommend that you ask your system administrator for assistance. The configuration of your workstation may be preventing you from logging on in the usual way.

  • No, I am not sure whether my cookies are activated.

    To activate cookies please proceed as follows:

    For Internet Explorer users:

    First, if you are unsure, check which version of Internet Explorer you are using. To do this:

    • Open Internet Explorer.
    • Click on the Help heading in the toolbar.
    • Click on About Internet Explorer.
    • The box that comes up will provide information on which version you are using.

    Internet Explorer Versions 6 and 7

    • Click on the Tools heading in the toolbar and choose Internet Options.
    • Click on the ‘Privacy’ tab. You will see a slider showing your default privacy settings for Internet sites you access.
      1. If the slider is set to ‘Block All Cookies’ you will not be able to fully access this web site. Move the slider to ‘Medium High’ or lower
      2. If the slider is set to ‘Medium High’ ‘Medium’ ‘Low’ or ‘Accept All Cookies,’ you will be able to fully access this web site. Click on ‘OK’ to close Internet Options
      3. If the slider is set to ‘High’ you will not be able to access this web site without changing cookie handling. Move the slider to ‘Medium High’ or lower
    • If you do not wish to move the slider to ‘Medium High’ or lower, you must override default cookie handling for this web site:
      1. Click on the ‘Edit’ button. A window called ‘Per Site Privacy Actions’ will appear
      2. Type in the address of this web site (you can see it in the Address box in the toolbar) and click on ‘Allow’ in the box below. You should now see an entry for this site with the setting ‘Always Allow’
      3. Click on ‘OK’ to close this window
    • Click on ‘OK’ to close Internet Options

    Internet Explorer Version 5.5

    • Click on the Tools heading in the toolbar
    • Click on Internet Options
    • Click on the Security tab
    • Click on the Custom Level button
    • Scroll down to the Cookies section
    • Under the Allow Per-Session Cookies heading, select Enable
    • Click on OK
    • Click on OK again

    For Netscape Navigator and Netscape Communicator users:

    First, if you are unsure, check which version of Netscape you are using. To do this:

    • Click Help on the menu bar at the top
    • Select About Netscape or About Navigator
    • A local Web page will be displayed containing version information

    Netscape Versions 7.1

    • Click on ‘Edit’ in the toolbar and choose ‘Preferences’
    • Click on ‘Privacy and Security’ and choose ‘Cookies’
    • Make sure that either ‘Enable cookies for the originating web site only’ OR ‘Enable all cookies’ is selected
    • Click on OK

3Discussion forum

  • How do I access and use the alli discussion forum?

    To read posts you can simply access the forum via the “forum” link at the top of every page.

    You must be over 18 years of age to access the alli discussion forum.

  • How do I post on the alli discussion forum?

    To post a message on the alli discussion forum you must be registered with my tools / my plan.

    You must be over 18 years of age to access the alli discussion forum.

  • How do I report a Post?

    To report a post you feel shouldn’t be on the message board, use the ‘report this post’ link in the message you wish to report. You will then be asked to give a reason why you feel the message is inappropriate.

  • How do I post a message in the alli discussion forum?

    To post a message in the alli discussion forum click on the relevant button on the discussion forum or topic screens. Depending on how the Community Manager has set up the discussion forum you may need to login first before you can post a message. The facilities available to you in each of the discussion forums are listed at the bottom of the topic screen.

    You must be over 18 years of age to access the alli discussion forum.

  • Why can I not view a discussion forum?

    Some discussion forums are set up to allow only certain users or groups of users to access them. To view, read, post, etc. in a discussion forums you may first need permission which only a discussion forums Moderator or a Community Manager can grant you.

  • Can I use HTML?

    HTML cannot be used in your posts, this is done for security reasons as malicious HTML code can be used to destroy the layout of the Discussion Board or even crash a web browser when a user tries to view a post.

  • What are Emoticons (Smilies)?

    Emoticons or Smilies are small graphical images that can be used to express feelings or show emotions. If the Community Manager has allowed Emoticons in the discussion forums then you can see them next to the posting form when posting a message. To add an emoticon to your post then simply click on the emoticon you would like to add to your post.

4Discussion board administration

  • What are Community Managers?

    Community Managers are people who interact with users of the discussion forums. They explain to users how to perform a task (e.g. changing their username), post notices and find answers to users’ queries.

  • What are Discussion Board Moderators?

    Moderators are individuals who look after the day to day running of the discussion forums. They have the power to delete posts, in the discussion forums they moderate. Moderators generally are there to prevent people from posting any material that contravenes the House Rules.