Support
Resolving Email Problems
If you are having problems with sending or receiving Email, the information on this page will help you get up and running as quickly as possible.
Please choose the kind of problem you are having:
Adding an Email address to your account
Problems with Outlook or Outlook Express
Adding an Email address to your account
This is very simple to do.
1) Log in to the Connect 247 Control Panel. You'll find a link to this on the main Connect 247 information page, or you can just go to http://cp.cymru247.net
2) Click on the Domains & Email link on the left.
3) If you have already set up a subdomain, please skip to step 4. Otherwise you'll need to add one now. To do so:
i) Click on the Add New link under Domains & Email
ii) Select the FREE Subdomain option and click on the Proceed button
iii) Enter the subdomain name of your choice in the box. You can choose almost anything you like as long as it isn't rude and doesn't infringe on someone else's trademarks or intellectual property. Often people use their surname here.
iv) Click on the Create Domain button.
v) The page will now show that your domain is active and will list it.
4) Click on the [e-mail] link to the right of the line listing to domain you want to add an Email address to.
5) A new page will appear. Click on Add New
6) A new page will appear asking you to enter some details.
i) Enter the email address you'd like to add in the Username section.
ii) Enter a password for this Email address in the password sections and click on the Update button
7) A new page will appear listing your new Email address.
8) Wait a short while - in a moment or two you see the words Setup Info, Auto Setup and Delete links appear under the Options heading.
9) If you want to add your new Email account to your Email program manually, click on Setup Info
10) Alternatively, if you use Microsoft Outlook or Outlook Express and want everything to be done for you, click on the Auto Setup option and select Open from the list of options that will appear in a new window on your screen. Windows will then automatically add your new Email account to Outlook or Outlook Express.
Note that you can add up to seven different Email addresses to your subdomain. To add additional Email addresses, simply follow the procedure above for each one.
Using Webmail
To access the Connect 247 Webmail system you must log in to the Connect 247 Control Panel. You can do so from http://cp.cymru247.net.
You CANNOT login the the Connect 247 Webmail system using the "@cymru1.net Webmail" link that you'll find on the Cymru 1 Home page. This link is for users of the standard Cymru 1 Connect service only.
Once logged in to the Connect 247 Control Panel, click on the Webmail link on the left, then choose ACCESS MAILBOX.
Choose the mailbox you want to use (there will be only one choice if you only have one mailbox) then click on the Access Mail button. Once the Webmail system has loaded you'll find comprehensive help is available online. Just click on the Help link at the top of the page.
Using Outlook and Outlook Express
If you are having problems sending or receiving email using Microsoft Outlook or Outlook Express, first try using our Webmail system (explained above). If you can successfully send or receive email using Webmail, but cannot do so using Outlook or Outlook Express, then there's obviously a problem with your software configuration, so please read on.
In order for Outlook or Outlook Express to successfully send and receive email, the program needs to know five key things:
Your email Account name
Your email password
Your email address
The POP3 (incoming) email server it should use
The SMTP (outgoing) email server it should use.
You can find out exactly what these are by logging in to your Connect 247 Control panel at http://cp.cymru247.net, selecting Domains & Email, then selecting List, then clicking on the [Email] link next to your subdomain, then finally selecting the "Setup Info" link next to the Email address you are trying to trouble-shoot.
Additional Notes:
In Outlook and Outlook Express, your email Account name (username) is actually exactly the same as your Connect 247 Email address. For example, if you have created an address of david for use with a subdomain of jones, then your full Email address and therefore also your Email account name/username would be david@jones.cymru247.net. Your Email password is the password you chose when you created the Email address.
The Connect 247 POP3 server you should tell Outlook or Outlook Express to use is pop3.cymru247.net
The SMTP server you should tell Outlook or Outlook Express to use is smtp.cymru247.net
How to enter your account name, password, POP3 server and SMTP server in Outlook or Outlook Express:
By selecting the Auto-Setup link option next to the entry for your Email address (found in the Control Panel by clicking on Domains & Email, then on List) all the appropriate settings can be added to Outlook Express automatically.
If this didn’t work, or if you use Outlook rather than Outlook Express, the following instructions will help you do it manually.
Exactly how you enter the necessary details depends on the version of Outlook or Outlook Express you are using.
Select from the following:
Outlook (in Office 2000 and earlier)
Launch Outlook Express. Click on the Tools drop down menu, and select Accounts from this list.
A new window called Internet Accounts will appear, with
several tabs across the top (All, Mail and so on). Click on
the Mail tab.
Look to see if any accounts are listed in this window.
IF YOU CANNOT FIND AN ACCOUNT CALLED pop3.cymru247.net
YOU NEED TO CREATE A NEW ACCOUNT - click
here
IF YOU CAN SEE AN ACCOUNT CALLED pop3.cymru247.net then
do the following:
1) Use your mouse to click on the pop3.cymru247.net entry
to highlight it, then click on the Properties button.
2) A new window will appear with several tabs across the top (General, Servers, Connection .. etc).
3) In the General tab, in the first box under Mail Account, the name of the account, as listed in the previous window, will appear.
4) In the User Information area, your name should appear.
If you like you can change it. Just type in your name and
(if you like) your organisation's name in the organisation
area. (e.g. David Jones in the Name field, and Jones Limited
in the Organisation field. Exactly what you type here doesn't
matter, but it is sent along with your email, so don't put
anything rude or illegal in here).
5) In the Email address field, your Connect 247 email address
should appear. If it does not, simply it type in (e.g. david@jones.cymru247.net).
5) There is normally no need to put anything in the Reply
address field, but if you want you can enter your email address
in here again. (e.g. david@jones.cymru247.net)
7) Make sure there is a tick in the Include this account when receiving mail or synchronising check box.
8) Now click on the Servers tab at the top of the window.
9) You should see a line that says "My incoming mail server is a POP3 server".
10) In the incoming mail (POP3) line, make sure it says "pop3.cymru247.net" (without the quotes). If it does not, then change it.
11) In the Outgoing mail (SMTP) line, make sure it says "smtp.cymru247.net" (without the quotes). If it does not, then change it.
12) In the Account name line, make sure your Email Account
name is listed (e.g. david@jones.cymru247.net)
13) Enter your password in the Password line. For security purposes, a "*" will be displayed for each letter in your password rather than the password itself.
14) Make sure that "Log on using Secure Password Authentication" is NOT ticked.
15) Make sure that "My server requires authorisation" is NOT ticked.
All the main items you need to enter or check have now been entered or checked. You should now be able to use Outlook Express to send and receive email
IF YOU COULD NOT FIND AN
ACCOUNT CALLED pop3.cymru247.net YOU NEED TO CREATE A NEW
ACCOUNT as follows:
To create a new account, do the following:
1) Click on the Add button and select Mail from the list of items that appear.
2) This will launch a Wizard that will ask you some questions and set up your email system automatically.
3) The first thing the Wizard asks for is your name. Just tell it your name, as you'd like it to appear in your email.
4) Click on the Next button
5) In the next screen, make sure the "I already have
an e-mail address that I'd like to use" is selected.
In the Email address line, enter your email address (e.g.
david@jones.cymru247.net)
6) Click on the Next button
7) In the next screen, make sure POP3 is selected in the "My Incoming mail server is" line. If it is not, then change it.
8) In the "Incoming mail (POP3, IMAP or HTTP) server" line, enter the name of the Cymru 1 POP3 server, which is pop3.cymru247.net
9) In the "Outgoing mail (SMTP) server" line, enter the name of the Connect 247 SMTP server, which is smtp.cymru247.net
10) Click on the Next button
11) In the next screen, enter your email address in the Account
name line (e.g. david@jones.cymru247.net)
12) In the Password line, enter your Email account's password.
Click on the Remember Password option if you want Outlook
to remember your password from now on. This is a good idea
unless other people use your computer and you don't want them
to read your email.
13) Make sure that "Log on using Secure Password Authentication" line is NOT ticked.
14) Click on the Next button
15) You are almost finished. The next screen will tell you
that you've finished setting up your account. Now simply click
on the Finish button. A new account will have been created
for you called pop3.cymru247.net. You'll see it listed in
the Mail tab of the Internet Accounts window.
16) To close this window, click on the Close button.
17) Click on the big Send/Recv button in the Outlook Express button bar towards the top of the screen to send and receive your email. Further help on using Outlook Express can be found by using the Outlook Express Help menu option, just to the right of the Messages menu option at the top of the main Outlook Express window.
Microsoft Outlook (in Office 2000 and earlier)
Launch Outlook. Click on the Tools drop down menu, and select Accounts from this list.
A new window called Internet Accounts will appear, with several tabs across the top (All, Mail and so on). Click on the Mail tab.
Look to see if you can find any accounts for your Cymru 1 email in this window.
IF YOU CANNOT FIND AN ACCOUNT CALLED pop3.cymru247.net
YOU NEED TO CREATE A NEW ACCOUNT - click
here
IF YOU CAN SEE AN ACCOUNT CALLED pop3.cymru1.net then
do the following:
1) Use your mouse to click on the pop3.cymru247.net entry
to highlight it, then click on the Properties button.
2) A new window will appear with several tabs across the top (General, Servers, Connection .. etc).
3) In the General tab, in the first box under Mail Account, you should see the name of the account as listed in the previous window.
4) In the User Information area, your name should appear.
If it does not, then just type in your name and (if you like)
your organisation's name in the Organisation field (e.g. David
Jones in the Name field, and Jones Limited in the Organisation
field). Exactly what you type here doesn't really matter,
but note that it is sent along with your email, so don't put
anything rude or illegal in.
5) In the Email address field, your email address should
appear. If it does not, simply type it in (e.g. david@jones.cymru247.net).
5) There is normally no need to put anything in the Reply
address field, but if you want you can enter your email address
in here again. (e.g. david@jones.cymru247.net)
7) Make sure there is a tick in the "Include this account when receiving mail or synchronising" check box.
8) Now click on the Servers tab at the top of the window.
9) You should see a line that says "My incoming mail server is a POP3 server".
10) In the "Incoming mail (POP3)" line, make sure
it says "pop3.cymru247.net" (without the quotes).
If it does not, then change it.
11) In the Outgoing mail (SMTP) line, make sure it says smtp.cymru247.net
(without the quotes). If it does not, then change it.
12) In the Account name line, make sure your Email Account
name is listed (e.g. david@jones.cymru247.net)
13) Enter your password in the Password line. For security purposes, a "*" will be displayed for each letter in your password rather than the password itself.
14) Make sure that "Log on using Secure Password Authentication" is NOT ticked.
15) Make sure that "My server requires authorisation" is NOT ticked.
All the main items you need to enter or check have now been entered or checked. You should now be able to use Outlook Express to send and receive email
IF YOU COULD NOT FIND AN ACCOUNT
CALLED pop3.cymru247.net YOU NEED TO CREATE A NEW ACCOUNT
as follows:
To create a new account, do the following:
1) Click on the Add button and select Mail from the list of items that appear.
2) This will launch a Wizard that will ask you some questions and set up your email system automatically.
3) The first thing the Wizard asks for is your Display name. Just tell it your name, as you'd like it to appear in your email.
4) Click on the Next button
5) In the next screen you need to tell Outlook your email address. So in the Email address line just enter your email address (e.g. david@jones.cymru247.net)
6) Click on the Next button
7) In the next screen, make sure POP3 is selected in the "My Incoming mail server is" line. If it is not, then change it.
8) In the Incoming mail (POP3, IMAP or HTTP) server line,
enter the name of the Connect 247 POP3 server, which is pop3.cymru247.net
9) In the Outgoing mail (SMTP) server line, enter the name of the Connect 247 SMTP server, which is smtp.cymru247.net
10) Click on the Next button
11) In the next screen, enter your email address in the Account
name line (e.g. david@jones.cymru247.net)
12) In the Password line, enter your Email account's password.
Click on the Remember Password option if you want Outlook
to remember your password from now on. This is a good idea
unless other people use your computer and you don't want them
to read your email.
13) Make sure that "Log on using Secure Password Authentication" is NOT ticked.
14) Click on the Next button
15) You are almost finished. If the Wizard now wants to know how you connect to the Internet, tell it that you wish to establish a connection manually (the last option).
16) Click on the Next button
17) Outlook will tell you that you've successfully entered all the details it needs and that you are ready to do.
18) Click on the Finish button.
19) Click on the Close button to close the email accounts window.
20) Click on the big Send/Recv button in the Outlook button bar towards the top of the screen to send and receive your email. Further help on using Outlook can be found by using the Outlook Help menu option, just to the right of the Messages menu option at the top of the main Outlook Express window.
Microsoft Outlook XP (in Office XP [2002])
The version of Outlook in Microsoft Office XP has a slightly different user interface to that of the version in Office 2000 and earlier.
To find out if it is configured correctly, run Outlook, click on the Tools menu, and select E-Mail accounts from the list displayed.
The first step is to see if you have an existing entry for your Cymru 1 E-mail. To do this, select the View of Change existing Email accounts option, and click on Next.
You should now be looking at a list of your existing Email accounts.
IF YOU CAN NOT FIND A Connect 247 ACCOUNT LISTED, OR NO
ACCOUNTS ARE LISTED, click here
IF YOU CAN SEE A Connect 247 ACCOUNT ENTRY,
do the following:
1) Click on the Connect 247 entry to highlight it, then click
on the Change button. A new window will appear.
2) In the User Information line, make sure your real name or organisation is listed in "Your Name". This is just the information that will be transmitted along with your emails - it doesn't matter what it is as long as you don't mind other people seeing this information at the top of all your emails.
3) In the E-mail Address line, make sure your Connect 247
email address is shown (e.g. david@jones.cymru1.net).
4) In the User Name line, make sure your Connect 247 Email
username is shown (e.g. david@jones.cymru1.net) in this line.
5) In the Password line, enter your Email password. You selected
this when you created the address. When you type your password
in this line, you'll see a "*" appear in place of
each real letter in your password - this is just a security
precaution.
6) Make sure there is a tick in the "Remember password" box if you don't want to have to type your password in each time you collect your email. However, if other people use your computer and you don't want them collecting your email, make sure there is no tick here.
7) Make sure there is no tick in the Log on using Secure Password Authentication box.
8) In the Incoming mail server (POP3) line, make sure it
reads "pop3.cymru247.net" (without the quotes).
If it does not, then change it.
9) In the Outgoing mail server (SMTP) line, make sure it reads "smtp.cymru247.net" (without the quotes). If it does not, then change it.
10) At this point everything should be working correctly. If you click on the Test Account Settings button, Outlook XP will make sure everything is working correctly, and tell you what isn't - this can help you trouble-shoot further.
IF YOU COULD NOT FIND A Connect
247 ACCOUNT LISTED, OR NO ACCOUNTS WERE LISTED, do the following:
1) Click on the Add button from the E-mail Accounts list window (or select Add a new e-mail account from the very first E-mail Accounts window).
2) From the Server Type list window, select POP3 and click on the Next button.
3) Under the User Information heading, enter your real name or organisation in the Your Name line. This is just the information that will be transmitted along with your emails - it doesn't matter what it is as long as you don't mind other people seeing this information at the top of all your emails.
4) In the E-mail Address line, enter your Connect 247 email
address (e.g. david@jones.cymru247.net).
5) In the User Name line, enter your Connect 247 Email address
again (e.g. david@jones.cymru1.net) .
6) In the Password line, enter your Cymru 1 Connect password.
You selected this when you created the Email account. When
you type your password in this line, you'll see a "*" appear in place of each real letter in your password - this
is just a security precaution.
7) Make sure there is a tick in the "Remember password" box if you don't want to have to type your password in each time you collect your email. However, if other people use your computer and you don't want them collecting your email, make sure there is no tick here.
8) Make sure there is no tick in the "Log on using Secure Password Authentication" box.
9) In the "Incoming mail server (POP3)" line, enter
"pop3.cymru247.net" (without the quotes).
10) In the Outgoing mail server (SMTP) line, enter "smtp.cymru247.net" (without the quotes).
11) At this point everything should be working correctly. If you click on the Test Account Settings button, Outlook XP will make sure everything is working correctly, and tell you what isn't - this can help you trouble-shoot further.
Using an old Email address with your Connect 247 account
You may be able to continue to use your old email accounts with the Connect 247 service. All you normally need to do is change the Outgoing (SMTP) server setting in your old account from whatever it used to be (e.g. smtp.cymru1.net, smtp.bt.com or mail.virgin.net) to smtp.cymru247.net ----Doing so will ensure that you do not receive any error messages when replying to messages received on your old Email account.
BUT PLEASE NOTE:
If your old account was a "free" or "pay as
you go" type of account, where you had to pay for the
cost of the phone call whenever your computer was connected
to the Internet, there is an important point you should be
aware of.
In the Terms And Conditions for almost all "free" or "pay as you go" accounts, it usually says that if you do not use the account for a certain period (usually somewhere between 21 and 60 days) the account may be terminated. In this case use does not mean just sending or receiving email. It actually means using the Dial-Up Internet access facility that the email account forms part of. Thus your old Email account may stop working without warning if you do not, from time to time, use your old account to connect to the Internet. To get around this problem, simply connect to the Internet using your old account for a minute or so every so often (exactly how often you should do so depends on the Terms and Conditions of the account, but usually once a month will suffice). Remember that you will incur call charges for the time that you connect to the Internet using your old account. Unplug your dial-up modem when it is not in use to prevent you accidentally incurring dial-up call charges for connecting to the internet.
To change the SMTP server settings to smtp.cymru247.net, proceed as follows:
In Outlook Express 5.x or Outlook 2000, do the following:
Click on Tools then select Accounts, then click on the Mail tab in the window that appears. Locate your old email account, highlight it, then click on the Properties button. Next, click on the Servers tab in the window that will appear. Locate the line that says Outgoing mail (SMTP), make a note of the old smtp server just in case you ever need to use it again, then change it to be smtp.cymru247.net
Click on OK to close the window, then on Close to close the Internet accounts window. You should find that you don't get any errors anymore, but please also read the note at the end of this page.
In Outlook 2002 (as supplied with Office XP), do the following:
Click on Tools then select Email accounts, then choose the View or change existing email accounts option and click on Next. Locate your old account, highlight it, then click on the "change" button. Locate the line that says Outgoing mail server (SMTP), make a note of what it says in the white box then change it to read smtp.cymru247.net
Click on Next then on Finish. You should find that you don't get any errors anymore, but please read the following note:
NOTE:
Under certain circumstances you may also need to change one additional setting in Outlook or Outlook Express. This is only required if Windows keeps asking you if you would like to switch connections every time you send/receive email (you should answer NO).
To stop this happening, you need to change the "Connect Using" setting you'll find listed if you select Tools then Accounts in Outlook Express (or Tools then Email Accounts in Outlook).
If you find that in the entry on this page for your old Email account is says "Connect Using XXX", where XXX is the name of your old dial-up ISP or that of your old Cymru 1 Connect Dial-Up account, you should change it to either "Any Available" or to the name of the Connect 247 service you have subscribed to.
Exactly how to do this depends on the version of Outlook or Outlook Express you have installed. You change this setting by clicking on the name of the Email account in question in the window that appears if you select Tools, Accounts (or Email accounts), selecting Properties, then selecting Connections. Untick the Always connect using tick box in order to change the setting to "Any Available", OR select the name of the Cymru 247 Dial-Up connectivity option you have subscribed to from the drop down list.
Cymru 1 cannot be held responsible for any call charges you might incur if your computer is not correctly configured to use your broadband connection instead of a dial-up connection. Please unplug your old dial-up modem when it is not in use to prevent you accidentally using a dial-up connection.
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