Frequently Asked Questions

Why can't I send/receive email?
Last Updated 4 years ago

If you are using a WiFi hot-spot and/or your computer is tethered to a mobile phone first take a look at this faq.  Otherwise, proceed through the following steps until the problem is resolved.  Please take note of your answers to these questions and include them when you submit a support ticket as the answers will help us to diagnose your problem more accurately and quickly.

Is internet access working normally?

Can you view web pages that you haven't previously visited today?  A very good check is to go to google and search for something obscure.  If you can view one of the pages in the search results then your internet access is OK.  The reason we suggest checking it this way is that your browser often remembers pages you've previously visited and may display them from memory rather than actually grabbing the page anew.

If internet access is not working normally, repeat the test on another computer on your internal network (if there is one).  If things are OK for the other computer then try rebooting your own computer.  If things are not OK on the other computer, or you do not have another computer, the problem may be with your ADSL modem - try rebooting it.

Unless you have normal internet access the problem is almost certainly at your end and there is nothing we can do to fix it.

Have you changed ANY settings in your mail client recently?

If you made any configuration changes today, even if you're absolutely certain they couldn't be causing this problem, try changing them back to what they were.

Does your mail client report an error message?

Mail clients may give an obscure error message such as:

The connection to the server has failed. Account 'xxxxxx', Server: 
'mail.xxxxxxx.com', Protocol: SMTP, Port: 25, Secure(SSL):No, Socket 
Error: 10060, Error Number: 0x800CCC0E.

If so, please make a note of the message in full.  It may not mean anything to you, and it may even not mean anything to us, but we can google it and perhaps gain a useful clue as to what is going wrong.

Is mail sending failing with some, but not all addresses?

If so, the addresses that fail are important clues to us.  The addresses that work are usually don't help us figure out what's wrong.

Is the problem occurring when sending to multiple recipients or only one?


Are the messages bouncing back to you as undeliverable or are they merely not being received?

If the messages are bouncing back to as undeliverable then please attach the bounce message when you submit a support ticket.  If they're not being received, ask the recipient to check his/her spam folder.

Please supply us with the date, recipient address and subject of a failed mail.

Our logs do not go back more than a week, so please make it a recent message.


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