Our email troubleshooting guide will help you fix most common problems with sending and receiving mail. If you have email problems, there are a number of things you should do before making any changes to your settings, or contacting support.

Firstly, you should always check the current status of the email service - it is possible that all other customers are having the same email problems too. You may also find some email problems can be solved simply by restarting your computer, or checking the settings of your email software.

Problems with receiving emails

1) I'm not receiving any emails and I get an error message ending in Error Number: 0x800CCC0D
2) I'm not receiving any emails and get an error message ending with the Error Number:0x800CCC92
3) I receive a different error message when I try to receive my email
4) When I receive my emails, the mail software fails before they are finished. I keep getting the same emails repeatedly delivered
5) I'm not receiving any replies to my emails, though people tell me they are being sent
6) I've setup an extra mailbox but don't get any emails that are sent to it

Problems with sending emails

7) I'm getting Error Number: 0x800CCC0B when sending email

Problems with unwanted emails

8) I'm receiving spam email

 

 

Problems with receiving emails

1. I'm not receiving any emails and I get an error message ending in Error Number: 0x800CCC0D
There may be a problem with your email software settings. This error means that the mailserver can't be found. To check the server setting in Outlook Express:

1. Click on Tools (top menu).
2. Click Accounts.
3. Select the Mail tab.
4. Double click on your email account (in the account window).
5. Select the Server tab.
6. Check that your settings match the ones shown below:

Incoming mail (POP3): mail.plus.net
Outgoing mail (SMTP): relay.plus.net

Note: certain versions of security software such as Norton Anti-Virus can change your email settings. If this happens, replace them with the email settings shown in the Email Setup Guide.
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2. I'm not receiving any emails and get an error messeage ending with the Error Number:0x800CCC92
This error means that your username or password was rejected. You should check the settings of your email software to make sure they are correct. To check the server settings in Outlook Express:

1. Click on Tools (top menu).
2. Click Accounts.
3. Select the Mail tab .
4. Double click on your email account (in the account window).
5. Select the Server tab.
6. Check that your username and password match those set for your PlusNet account - look at Connection Details.

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3. I receive a different error message when I try to receive my email
You should read our Outlook Express error guide which offers detailed help for fixing email problems.
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4. When I receive my emails, the mail software fails before they are finished. I keep getting the same emails repeatedly delivered
This problem is usually caused by someone sending you an email with a large attachment. This can either break your mailbox, or it can cause your email software to time-out before it finishes downloading the large email. There are two fixes you can try.

1. Firstly, you can use Webmail to view your mailbox.
2. From there you can read the blocked email and download the attachment.
3. Once you've done this you can delete the email. This should unblock your mailbox and your emails should be delivered in full.

You can also increase the time allowed by your email software to try and download emails. In Outlook Express:

1. Click on Tools (top menu)
   1. Click Accounts
2. Select the Mail tab
3. Double click on your email account (in the account window)
4. Select the Advanced tab
5. Drag the Server Timeouts bar to the right - until the time-out value is 5 minutes.

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5. I'm not receiving any replies to my emails, though people tell me they are being sent.
You might have entered the wrong email address in your email program. To check this in Outlook Express:

1. Click on Tools (top menu)
2. Click Accounts
3. Select the Mail tab
4. Double click on your email account (in the account window)
5. On the General tab check what you have written in the E-mail address line.

Check that you have not written anything in the Reply address line, unless you need replies to go to a different address from the one you provide as your normal email address.

Your default PlusNet email address is in the format: anything@yourusername.plus.com
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6. I've setup an extra mailbox but don't get any emails that are sent to it
This is likely to be because the account name in your email software is set to receive emails to your default mailbox. To collect mail from your extra mailbox you need to change the account name to username+mailbox (note that you include the plus symbol in your mailbox username) and use the appropriate password (the one you chose when setting up the mailbox at the Member Centre). It is best to set up a new mail account in your email software, so that you can receive mail that goes to both your default mailbox, and any extra mailboxes you set up.
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Problems with sending emails

7. I'm getting Error Number: 0x800CCC0B when sending email
Assuming that you have setup your Outlook Express software correctly (check our Outlook Express Setup Guide) and you have opened your firewall to Outlook Express, the most likely cause of your problem is that you have an email sat in your Outbox that was written when your Outlook Express was NOT setup correctly.

If our relay server sees an email trying to be sent that has not got a valid 'from' address, it will reject it with the error message above. So, delete ALL your emails that are sat in your Outbox, check your settings (make sure your email address is set correctly as anything@yourusername.plus.com with no spaces or anything before or after it). Then re-write the emails you're trying to send.

If you have a problem when sending email from Outlook 2002 (e.g. your email is being sent correctly but stays in your Outbox, or messages complaining that the server disconnected or timed out), disabling SMTP authentication may help.

Check you are not using authenticated SMTP which may cause problems with sending.

In Outlook Express:

1) Click on Tools (top menu)
2) Click Accounts
3) Select the Mail tab
4) Double click on your email account (in the account window)
5) Select the Server tab
6) Check that My server requires authentication is not ticked.
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Problems with unwanted emails

8. I'm receiving spam email
To find out how to deal with unwanted spam email visit our dedicated spam support pages.
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Related Links

Check the Outlook Express error guide
Find more troubleshooting tips and tricks from our Email FAQ