I can't send or receive emails, what should I do?

There are several things which could be affecting your email:

  • We've got a technical problem with email
    You can check if there are known problems on our Service Status page or call our free automated service on 0800 169 0199.

  • There's a problem with your email account
    If you're not using it already try accessing your email online and send yourself some test messages. If these all work the issue may be with your email software or device.

  • An issue with your email software or device
    If you can log into your account, but can't send or receive emails, your email server settings may have been changed, so you'll need to check these. See our step-by-step guides on the set-up process, which includes incoming & outgoing server settings.

  • A large email is being sent
    Large email attachments can cause your mailbox to lock, but it will unlock itself within 20 minutes. If the problem keeps happening, try deleting any emails over 3MB.

  • Your email account is full
    Log in to your online email access. Then try deleting any emails you don't need - particularly those with large attachments.

    If you use a mail client (eg Outlook) and find that the mailbox on the server fills up, the client can be set to stop a copy of emails being left on the server, or reducing the amount of time they are stored. To do this in Outlook 2007 or 2010:

    1. In the Tools menu (or File tab in 2010), click Account Settings.
    2. Under Name, select the POP3 e-mail account that you want to change, and then click Change.
    3. Click More Settings.
    4. Click the Advanced tab, and then under Delivery, remove the tick from the Leave a copy of messages on the server check box.

  • Incoming emails are being identified as spam
    If you're having problems receiving some emails, they could wrongly be being tagged as spam. The sender will get an error code 550. Find further details on stopping this problem.


If the fixes we've suggested haven't worked and you want to chat online or call us, click the 'Contact us' link on this page.

 

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