General Email Frequently Asked Questions

1. What is E-mail Hosting?
   
   
2. Does TelePacific require that we host a customer's domain before we will host their email for that domain?
   
   
3. Can you host more than one domain name for e-mail?
   
   
4. Who's hosting a customer's e-mail currently?
   
   
5. What is the size of each e-mail account box?
   
   
6. Are there any restrictions in sending e-mail?
   
   
7. How many e-mails can I send at one time?
   
   
8. Will a customer's e-mail accounts automatically transfer to TelePacific?
   
   
9. How long will it take to transfer a customer's e-mail services?
   
   
10. Will I lose any e-mail when my domain transfers?
    
    
11. Can customers transfer their pacbell.net/earthlink.net/aol.com e-mail accounts to TelePacific?
    
    
12. How can customer's check their e-mail account(s) from home?
    
    
13. Where do customers report SPAM complaints?
    
    
14. What is open relay?
    
    
15. Can customers have their own e-mail server?
    
    
16. Does TelePacific support mail backup?
    
    
17. How can customer's reach the DNS/ EMAIL/WEB HOSTING group?

Email Setup Frequently Asked Questions

1. What is the SMTP mail server used to send mail out for TelePacific customers?
   
   
2. We need to setup a new e-mail account on our computer, how do we do this?
   
   
3. When I am trying to add a new e-mail account at the Mail Administration website and it displays that the account already exists but it is not listed under the e-mail accounts list?
   
   
4. What is an e-mail client?
   
   
5. What is the "Catchall" Account?

Email Troubleshooting Frequently Asked Questions

1. Why am I receiving “Over Quota” errors?
   
   
2. What causes multiple duplicate emails to arrive at a certain email box?
   
   
3. How long do you spool mail and is there a limit to how much you will spool?
   
   
4. How often does the queuing sever attempt to resend mail to the mail server that was previously offline?
   
   
5. Why are there "No Transport Provider errors happening in Outlook?
   
   
6. I have added an additional personality under the dominant account in Eudora and now I am getting a login failure for that account.

1. What is E-mail Hosting? The service of providing a designated amount of space for a specific domain name on TelePacific's mail server for users to receive email messages sent to their email boxes.

2. Does TelePacific require that we host a customer's domain before we will host their email for that domain? Yes

3. Can you host more than one domain name for e-mail? Yes. We provision one domain name per data line as the master domain name. Any additional domains would be added as an alias to your master domain. This configuration is done on our mail server. No changes are needed on your email client unless you want "the from" address to show the email address of one of the domain aliases. You will use Yourdomainname.com to login into the server and may use your domainname.net to send and receive email. EX: yourname@domainname.com > yourname@domainname.net

4. Who's hosting a customer's e-mail currently? Utilize the DNS Lookup option at dnsstuff.com to pull up MX records for the domain in question.

5. What is the size of each e-mail account box? Mail boxes are 8mb each. Additional space is available a la carte.

6. Are there any restrictions in sending e-mail? Although there is no limit on the size of the attachment, we ask our customers to use their discretion and keep the attachments under 8MB. If our mail servers are adversely effected due to customers sending big attachments, TelePacific will consider closing that customer's smtp services.

7. How many e-mails can I send at one time? No more than 100 at a time. For the most efficient use of distributing emails, use the Mailing Lists function on the Email server.

8. Will a customer's e-mail accounts automatically transfer to TelePacific? No. Customers will need to follow the email setup instructions sent to the designated contact when the service is provisioned. This information provides instructions as to how to setup email accounts on TelePacific's mail server and their individual email clients.

9. How long will it take to transfer a customer's e-mail services? After a customer receives "email setup instructions" from TelePacific and all of the instructions are followed, the routing of email to TelePacific's mail server will begin once the MX records are changed with the DNS hosting company.

10. Will I lose any e-mail when my domain transfers? If all the domain records are pointing to the same email provider before the transition and all the zone file information is accurately recorded, there will not be any loss of email.

11. Can customers transfer their pacbell.net/earthlink.net/aol.com e-mail accounts to TelePacific? No. These email accounts are part of that ISP's network.

12. How can customer's check their e-mail account(s) from home? Customers can utilize a third party website to access their POP3 email.

13. Where do customers report SPAM complaints? First, determine what network the message originated from by viewing the email headers and performing a whois on the sender's IP address at ARIN (American Registry for Internet Numbers). Send your complaint to the attention of the designated contact of the sender's ISP.

14. What is open relay? For more information about open mail relay, please reference our Network Abuse/Security FAQS

15. Can customers have their own e-mail server? Yes

16. Does TelePacific support mail backup? Yes. Once the customer is turned up on TelePacific's network, please email osadmin@telepacific.net with the customer's name account number, domain name, and the technical contact's name, email address & phone number.

17. How can customer's reach the DNS/ EMAIL/WEB HOSTING group? Please call the Customer Technical Support Center at 877-487-8349 and select option #2 for technical assistance.

1. What is the SMTP mail server used to send mail out for TelePacific customers? Please reference our Customer Tools Email page for configuration and email server settings

2. We need to setup a new e-mail account on our computer, how do we do this? Please reference our Customer Tools Email page for configuration and email server settings

3. When I am trying to add a new e-mail account at the Mail Administration website, it displays that the account already exists but it is not listed under the e-mail accounts list. Go to Aliases/Forwards under the Main Menu and look for an alias with the same name that you are trying to create an email account for - Delete it. Now you can go back and create the email account. This error will also happen if you have a mailing list with the same name that you are trying to create an email account for.

4. What is an e-mail client? The program that one uses to download and read their email (i.e. Outlook, Outlook Express, Eudora, Netscape, etc.).

5. What is the "Catchall" Account? The catchall account is used for any undeliverable mail that is addressed to your domain that would have subsequently bounced back due to a typo or a unknown name. Ex: If harrypotter@yourdomainname.com is not an valid email account, email sent to this address would go to the e-mail box that is designated as the catchall account.

1. Why am I receiving “Over Quota” errors? This means you are saving copies of your email on the server.

• If you are receiving an error message stating your email account is "over quota", this usually indicates that the person is saving "copies" of their e-mail on our mail server.
• Uncheck the "save" option in their email client settings.
• Restart your email client for the new setting to take effect.

2. What causes multiple duplicate emails to arrive at a certain email box? Generally, the issue with duplicate emails is not due to any problem with the mail server but is found to be on the client side as a corrupted email program or the recipient could have received a virus.

3. How long do you spool mail and is there a limit to how much you will spool? The mail is spooled for up to five days and we do not limit the amount of mail that is spooled.

4. How often does the queuing sever attempt to resend mail to the mail server that was previously offline? In the first 20 minutes, the mail server attempts to send two times. Then it tries one more time in the next 40 minutes. After the first hour three more attempts are made in the next hour. If the receiving mail server fails to accept, it will only attempt to resend one time every eight hours. The maximum amount of time that mail will be spooled is five days.

5. Why are there "No Transport Provider errors happening in Outlook? Please use the following instructions to fix this: No Transport Provider

6. I have added an additional personality under the dominant account in Eudora and now I am getting a login failure for that account. Check to make sure that the the POP3 username is set correctly. (ex. if my e-mail address is test@test.net my POP3 Username would be test@test.net) Also verify that the POP3 Username and password is in lowercase.