Host-it Internet solutions

FAQ

Q: I am have problems sending mail and get a mail relay error?

A: Please see the following link. Open Relay.

Q: I have a large email that has been sent to me that I cannot download – how do I remove it?

A: If you have Advanced or Gold Hosting with us you can remove large emails from our mail server via your web mail panel. This operates like a normal web mail service meaning you can see where the email has come from so that you can ask the sender to compress the file and re-send to you.

Q: I cannot access my web mail account despite entering the correct username and password?

A: i) - Make sure that on your keyboard the Caps Lock is not on.

A: (ii) - Some internet ISP’s such as AOL or those operated by Internet Cafes have restrictions in place, which means that you will be unable to access you web mail. If you have the security settings on your web browser set to High then this also may restrict you from viewing your web mail. You will need to change this setting down to Medium or Low and then try again before reverting back to your original settings after you have accessed your mail.

Q: I can’t see my web site/can't download my mail, is there a problem with your server?

A: Before contacting us (please) check you have access to the internet. For example can you see www.yahoo.co.uk or any other well known sites?

Yes - If you can, please use our support contact form or phone us if you are unable to access this page.

No - If you are unable to access other web sites then your problem is almost certainly due to your connection to the internet itself in which case if you use and have support from us please use our support contact form or phone us if you are unable to access this page.

If you do not use us for net access you will need to speak to the company that supplies this service to you. If you wish us to supply general support for a service that we do not supply to you we will try and assist but there will be a small charge to cover our time (typically around £12 for up to 20 minutes support).

Q: I have a problem with my ADSL/broadband connection, please can you help me?

A: If you purchased your ADSL through us then we will be able to provide some service level support. If you have purchased your ADSL through any alternative suppliers such as BT then we will not be able to provide any support for this and you will need to contact your supplier directly.

Q: I have just purchased a new domain name through yourselves but I cannot see my web site yet?

A: New domain names (or changes to existing ones) can take up to 24 hours to “propagate” over the entire internet, sometimes a little longer.

This allows all main domain name servers to update their own records which could mean that you are unable to instantly see your web site or changes immediately.

Q: I want to transfer my hosting to you but are concerned that I will lose my email service for a while.

A: Provided your existing hosting company complies with our requests we can arrange transfer of mail and web in a way that minimises disruption to service. Please let us know if you require a seamless transfer. More information on this is here.

Q: My network is misbehaving / I have intermittent problems connecting to the internet or checking e-mail.

A: This can happen a lot if you are using Windows XP and Zone Alarm. Click here or here to see recommendations from Microsoft.

Q: I have recieved a payment remindeer, how can I view the invoice that this relates to?

A: If you are a virtual hosting customer and use our Helm based online panel we have a billing tutorial here.