Email FAQ

1. How do I setup my email?

If you're a new customer or for some reason you need to set up your email again, we have a number of step by step guides to setting up email.

There are two ways you can do this:

1. Install software, called an email client onto your computer. This will let you download emails to be stored on your computer. You may already have this software installed - most Windows computers come with Outlook Express or Outlook. If not, there are many email programs that can be downloaded for free. See our Email Setup Guides.
2. Use Webmail, which lets you send and receive email through our website. This has an additional benefit that you can use your email from any computer that has an Internet connection. For more information see our Guide To Webmail.

2. What's the email storage limit?

If you have more than 1GB of email on our servers for more than 30 days, we will remove them without further notice. We do this to make sure our email network runs optimally all the time for all of our customers.

3. Can I have an extra email address?

Yes, use Manage My Mail to add as many addresses as you need.

4. What are Mailboxes, Aliases & Redirects?

Have a read through Email Addresses Explained for help with this.

5. How can I deal with SPAM?

We use a system called IronPort to scan incoming mail and filter out Spam.

With the standard setup:

• The most obvious spam will be deleted before it hits your inbox
• Potential spam will be tagged and moved to a separate folder which you can check via Webmail

You can alter this behaviour or turn filtering off using Manage My Mail. Find out more about this in our Spam Protection Guide.

6. Can I check my email when I'm away from home?

You can access your emails from anywhere with an Internet connection.

The easiest way is to use Webmail, or you can setup a mail program to receive your mail from a different location.

Important Note: If you are connecting to the Internet from a different provider, you won't be able to use our outgoing server. Instead you'll need to send your emails using the outgoing server provided by the ISP on which you are connecting.

7. What's Tarpitting and how does it work?

Tarpitting helps keep our email system safe from spam abuse. If you use the email system to send bulk mailings (i.e. the same message to lots of people) you'll see short delays between sending emails. The more emails you send the more these delays will increase.

There won't be any delay to the first 4 emails that are sent. However, after the 5th email, a delay is introduced between each email sent and the person it's been sent to. This means that if you send a large number of emails to a large number of people, some of these emails may take a much longer time to be delivered.

Here are some examples of how tarpitting could delay your email:

• Send 1 email to 20 people - 4.5 second delay
• Send 1 email to 40 people - 23.6 second delay

Tarpitting only applies to emails sent within one connection to the mail server. If mail is sent as individual connections to the server then tarpitting doesn't apply.

This page last updated 12th April 2010