Help is here! Try our FAQ's
Please use our FAQ's section to find the answer to many of the issues that you might encounter, our Technical Support Team generally find that email seems to raise the most questions.
This section is up dated on a regular basis , please visit again if you don't find the answer or call technical Support
View our FAQ's
Many of the questions you will have are probably listed in our FAQ section
Question; I am not receiving email
Answer;
Summary
Several problems can prevent email from reaching you. This article only applies to those users who do not get an error message when they check for email. If you get an error message, you should consult our other knowledge base articles for assistance.
Potential causes
Your mailbox is set to automatically forward email to another address.
Solution: Remove the forwarder from the mailbox. To find out how, see the article "Turning off Email Forwarding for a Mailbox."
There are more than 500 messages or 20MB of messages in your mailbox.
Solution: Delete some of the messages in your mailbox. The easiest way to do this is to use WebMail (see Using WebMail to Access your Email Remotely).
If you use POP3 email software, such as Outlook Express, it may be set to leave messages on the server, even when it has downloaded them. To find out how to check if this is the case, see the article Configuring your Email Client for Incoming and Outgoing Mail.
One of the messages in your mailbox is more than 5MB in size, which may be causing problems when you attempt to download the email from the mailbox.
Solution: Log into WebMail and delete messages over 5MB.
The email is not successfully sent by the other person's system.
Solution: If you are not receiving messages from one particular person, you should test your mailbox by sending an email from several different email addresses. If you receive messages from these addresses, it is likely that the problem is with the person trying to send email to you.
Often, if you are having difficulty receiving email from one particular person, the problem lies with their system.
You are using an email client that allows rules (such as Microsoft Outlook) configured to delete or move emails when they arrive on your system.
Solution: Remove the offending rules, which in Microsoft Outlook can be accessed through the Rules Wizard option on the Tools menu. If you are unsure which of your rules might be causing the problem, you should consider disabling the rules, as a method of testing the problem.
The emails contain an attachment with an unsupported file extension.
Solution: To protect your computer from possible viruses, many email clients will not receive file attachments with certain file extensions. A list of the extensions that Microsoft Outlook will refuse can be found in the article, Can't receive an email attachment.
Your spam filter is set at such a high level that it prevents legitimate mail from reaching you.
Solution: You can set the Fasthosts spam filter to work at different levels. At higher levels, the filter may mistake legitimate email for spam. This is a rare problem that can be resolved by lowering the filter level within your control panel.
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Question; I can receive Emails and surf the web but cannot send emails?
Answer;
Emails send and receive in two separate ways, incoming is via your mail server, your PC connects to the mail server sends the user name and password and gets permission to download the mail.
Sending the ISP supplies an SMTP server (Send Mail Transport Protocol), which your PC makes a connection, sends the user name and password and then sends the mail. If the connection is poor and permissions are not recognised then send will fail. If there is an Internet rout down to the SMTP server send will fail. If we are your ISP then we have responsibility for the SMTP if you connect via another ISP say BT Broadband, Tiscali or similar then send problems are their responsibility.
If you do not connect to the internet using our ISP connections, then you cannot use the Hilbourne.com SMTP services.
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Question; Is Hilbourne.com an ISP?
Answer;
Hilbourne.com is more than an Internet Service Provider (ISP). Hilbourne.com is an internet technology company, providing a range of internet services.
Products and services
Web hosting
Broadband internet
Hilbourne.com continues to develop cutting-edge technological solutions.
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Question; Mailbox password rejected
Answer;
Problem
There was a problem logging onto your mail server. Your Password was rejected. Account: 'mail.yourdomain/', Server: 'mail./yourdomain, Protocol: POP3, Server Response: '-ERR invalid user or password', Port: 110, Secure(SSL): No, Server Error: 0x800CCC90, Error Number: 0x800CCC92
Solution
First check your mail client (Outlook or Outlook Express) settings, making sure that the POP3 and SMTP servers are correct, as well as user name and password.
Now test your connection by the following procedure.
Click the Start button then RUN type in cmd on (Windows NT/2000/XP) or Command (Windows 95/98/ME). This will open a new command prompt window, with white text on a black screen.
Type in the following exactly as it appears. You will not see what you are entering so take it slowly, and if you make a mistake, start again.
telnet mail./yourdomain/ 110 and then hit the /Enter/ key on your keyboard. You will then be connected to the email server.
Type in USER followed by your email address e.g. USER joe.bloggs@
Type in PASS followed by your password e.g. PASS j0eb105 and hit the Enter key. If it is correct, you will get an OK logged in. message.
If you can do this, you have connected to the mail server and the problem lies somewhere with your email client.
If you can do this, you have connected to the mail server and the problem lies somewhere with your email client.
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