Help My Email is Broken!
Many common email problems can be fixed simply as described below:
Restart the Computer
Sometimes computers just need restarting. Especially users of Windows 95, Windows 98 and Norton Antivirus may find they need to restart their computers several times a day.
Go ahead and restart your computer now in the usual way and then return to this page.
Check Your Internet Connection
Your computer needs an Internet connection to talk to our email servers. Although we host your email accounts and website, we do not supply your internet connection.
Try visiting a few other websites like www.bbc.co.uk and www.google.com. If you are not able to access those then you should contact the company who provides your Internet connection. Otherwise return to this page.
Check if Your Email is Working
There are many applications you can use to send and receive email, but you probably use Outlook Express, Outlook 2000 or Thunderbird.
Open your usual email application and try and send and receive your email as normal. Pay close attention to any progress bars, status information or error messages shown.
If you didn’t get any error messages then it looks like your email is working OK. If no new messages downloaded then probably you just don’t have any new email. Send yourself a message and check again in minute or two.
If you received an error message then please write it down (all of it, accurately and carefully) and proceed to the next step.
Find Out If the Problem Is On Our Side
The problem you have sending and receiving your email could be the result of a fault on our side or on yours. We need to determine which.
When we have a problem our technical staff are automatically alerted by monitoring systems and the problem is immediately logged on our service status page, so that everyone can see that we are aware of the problem and are working to fix it.
Check our service status page to see if your problem is caused by a known fault on our systems.
If a fault with an email system has been logged, then this is almost certainly the cause of your problem sending and receiving email.
You don’t need to call us because we are already working to fix it. There is nothing you can do from your side to help, so please don’t change any settings. Keep an eye on the service status page – we promise to keep it up to date and to have the problem fixed as soon as possible.
If no fault with the email system has been logged then the problem is likely on your side. Proceed to the next step to diagnose the problem.
Looking in more detail at the error message
Your email client will produce a different error message for different types of problems. Although error messages can sometimes seem confusing to many people, if read correctly they can provide many clues that will help diagnose the problem.
The Connection to the Server Has Failed (0x800CCC0E)
This is quite a common error message that usually occurs when there is a problem with your anti-virus software.
Its usually fixed by a reboot, but you should have already tried that.
Check in the 'notification' area (the bottom right of the screen near the clock, where small icons appear) to see if the yellow Norton antivirus icon is displayed. If it is missing, or if it disappears when you move the mouse pointer over it, then you know that Norton is broken.
Try disabling and then re-enabling email scanning within the Norton Antivirus interface.
Try uninstall Norton using "Add and Remove Programs" in the Control Panel, and then reinstall Norton Antivirus from disk.
A message from Orange or AOL about sending email
Some ISP’s only allow their users to send email through their own mail servers, and block connections to anyone else’s mail server. ISP’s known to do this include Wanadoo and AOL.
To fix this you need to change your port number for outgoing email from 25 to 587. Contact support if you would like us to walk you through making this change.
Your outgoing SMTP server reported an internal error
Users who connect to the internet through Orange may see this error.
To fix this you need to change your port number for outgoing email from 25 to 587. Contact support if you would like us to walk you through making this change.
You can contact the Support Team by telephone between 9:00AM and 5:30PM on 0845 880 1221, selecting the support contract option, or you can email us on support@tradeweb.co.uk.