E-Mail Service FAQs
Our E-Mail Services FAQs cover a wide range of issues and common questions customers ask us - they span across our various E-Mail services.
Q. How do I change, add or remove e-mail aliases?
Normally, you should contact the Support Helpdesk who can assist you. The number of e-mail aliases (addresses) you can have is limited by your E-Mail Package, or where included in another service, the limit included within that service. Changes are normally made immediately upon work being completed by our Support Team.
Q. I forward my e-mail to another account such as hotmail.com or gmail.com, but I don't get it, why?
There are many possible reasons you may not receive a message. Commonly messages are not received because your other provider runs Anti-Spam protection which is stopping your forwarded messages, or uses something like SPF (which we don't recommend) and thus incorrectly refuses your e-mail. It could also be that you are forwarding too much e-mail and your other e-mail account is reaching the limit. Contact your other provider in the first instance and check you can send e-mail direct to the other address (if you can't, it isn't a problem with our service).
Q. An e-mail I'm sending is bouncing back, but I don't know why?
Check the error messages you get back carefully. Most often the cause of your issue will be an incorrectly spelt e-mail address. If you get an error saying the user no longer exists, it means that the e-mail address has been deleted. If you are sure that the issue isn't within your control, contact our HelpDesk who will be happy to assist.
Q. I cannot send e-mail using my ISP (such as BT Total Broadband) or when on a Wireless Hotspot etc, can I do this?
If you are unable to send e-mail when using your ISP, it is likely that they either do not provide an e-mail service, or it is configured to only allow sending from addresses they control directly. You can purchase our Authenticated SMTP Service to work around this issue which will enable you to send from almost any connection without changing your settings.
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