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Answers to Frequently Asked Questions (FAQs)
Follow the links to find answers to questions about email, connectivity and web space.
- Why is AOL blocking my email?
- What should my username be?
- Do you have a webmail facility?
- I have ADSL from Iconnyx; what do I do about my e-mail?
- What is Spam? Do you have a Spam policy?
- Why is it asking for my username or password?
- Why am I getting 'Error 550: Relaying Denied, or not local recipient'?
- How to create a spam folder for emails tagged with {**SPAM**}
- How to view unsafe attachments in Outlook Express
- Mailing Lists vs Spam lists
- Iconnyx AV Phishing Net Detector
Connectivity
- I ordered ADSL last week; how will I know when it's on?
- What are your DNS Server IP addresses?
- What are my password and details?
- I subscribed to your ADSL service. How do I register my webspace and email addresses?
- Is there a problem with your server? The Internet doesn't work.
- My ADSL is crucial to my business; it's gone down and it's Saturday morning. Is there anything I can do in the meantime?
- My ADSL router is a BT-installed box. It appears to have died - how do I replace it? How long will it take?
- If BT have to come out, how much will it cost me?
- BT Speedtest
- Useful Commands
Webspace
- What type of server is my webspace hosted on?
- What languages can I use in my webspace?
- I want to put forms on my website, but form mail and cdonts don't work?
- What is my FTP username and password? Can I reset these?
Why is AOL blocking my email?
The answer is Spammers are crafty, they look for ways to send their junk e-mail by way of other mail servers or e-mail addresses. In doing so, they can send e-mail without revealing their identities, enabling them to continue this abusive behaviour.
In many cases, when ISPs trace back these messages to identify the offender, they find these addresses associated with a certain computer (identified by an IP address) that may not be the offending party.
To protect their customers and their network, ISPs take certain actions that in some cases cause legitimate e-mail to be blocked temporarily.
AOL system computers review these complaints and identify the computer on the Internet that appears to be responsible for sending spam to their customers.
If they receive enough complaints about one computer, the AOL system automatically places a temporary block on that computer, preventing other AOL customers from receiving messages from that same computer.
Iconnyx has worked with the AOL Postmaster department and has been able to have all Iconnyx mail servers added to the AOL "ISP white list,” meaning AOL will allow mail from these servers to pass through to their customers.
Unfortunately, this does not protect Iconnyx from automatic blocks due to spam complaints from AOL customers.
To help reduce the likelihood of our servers being blocked, Iconnyx manually monitors its mail servers for abusive behaviour 24x7.
Iconnyx has also taken numerous steps to secure our servers from abuse and to detect and stop any abuse that may occur.
What should my username be?
Your username is usually your full e-mail address - for example someone@copperstream.co.uk
Do you have a webmail facility?
Yes; if your e-mail is at a domain that you do not own, your webmail access will be located at http://webmail.yourmaildomain.whatever.
For example: if your mail address was someone@copperstream.co.uk your webmail access would be located at http//webmail.copperstream.co.uk
If your e-mail is at a domain that you own (for example, if your e-mail address was yourname@yourdomain.co.uk), you will need to know what your incoming mail server is to determine where your webmail access is located. Please use the following table to determine its location:
My incoming mail server is: Your webmail facility will be found at:
pop3.mail.griffin.net.uk http://webmail.griffin.net.uk
pop3-1.mail.griffin.net.uk http://webmail.griffin.net.uk
pop3-2.mail.griffin.net.uk http://web-2.mail.griffin.net.uk
pop3-4.mail.griffin.net.uk http://web-4.mail.griffin.net.uk
pop3.copperstream.co.uk http://webmail.copperstream.co.uk
If this has not helped, you will need to contact Technical Support to verify where your webmail access is located.
I have ADSL from Iconnyx; what do I do about my e-mail?
All ADSL subscribers are entitled to e-mail addresses @copperstream.co.uk.
To apply for your mail address, please contact support, stating your desired e-mail address and password.
If you already have an e-mail address from a previous ISP that you wish to carry on using, this is also possible: you will need to change your outgoing mail server settings to smtp.griffin.com
What is Spam? Do you have a Spam policy?
Spam is unsolicited commercial e-mail; usually offering personal services, cut-price loans, insurance, diplomas, etc. We have recently put Spam filters in place on two of our mail servers, and - based on the numbers of mails stopped and quarantined - can reveal that one third of all e-mail sent to users on those servers is Spam; we are doing everything we can to combat the abuse of our customer's e-mail addresses by one of the primary problems on the Internet today.
Iconnyx also take a very dim view of customers using our facilities to send Spam; user accounts identified as originating Spam will be closed without notice. Where Spam appears to be originating within an ADSL customer's network, we will try to assist in locating the source of your problem. If you are concerned about Spam apparently originating from within our network, please e-mail abuse@iconnyx.com
What Spam Blacklists does Iconnyx Use?
Iconnyx operates a UK Mirror for SpamCop, and we also use the RBL lists from spamhaus.org
Why is it asking for my username or password?
This usually means that the username or password you have entered is invalid. By invalid, we mean that either the username you have entered doesn't exist on the server you are trying to download mail from, or that the password you have entered does not match what our server thinks the password for that username should be.
If you've re-entered your username and password to no avail, you will need to contact support, who will be able to verify your username and reset your password. We regret that no automated facility to accomplish this.
Why am I getting 'Error 550: Relaying Denied, or not local recipient'?
To send mail via an ISP's mail server, you need to be connected to that ISP. For example, if you have just moved over to connecting via Iconnyx when you have previously been with another ISP, you will need to change the outgoing mail server of your ISP mail account to smtp.griffin.com or you will receive Error 550 from your old ISP's mail server.
Alternatively, if you've registered a domain name with Iconnyx, but your ISP is, for example, BT Broadband, you will need to set your mail server to BT Broadband's mail sever, rather than Iconnyx’s, or you will receive Error 550 from Iconnyx’s mail server
How to create a spam folder for emails tagged with {**SPAM**}
- Log in to your web mail account
- Go to options and styles
- Activate the drop down menu and select folders (note - please disable any pop up blockers)
- Create a folder to have spam directed to, for this example we shall name the folder "spam".
- Click the create button, this will create a folder called spam.
- Close the create folder window.
- Go back to option and styles drop down menu and select filters.
- Click add button to add a filter
- Once the add filter window is displayed, select subject in the edit rule window.
- In the phrase field type "spam".
How to view unsafe attachments in Outlook Express
Outlook Express removed access to the following unsafe attachments in your mail
If you receiving this error message when viewing an email in Outlook Express, here is how to fix it
With the introduction of Outlook Express 6, Microsoft has added an additional feature to prevent customers from infecting their machines with viruses. Outlook Express uses the Internet Explorer unsafe file list and the Confirm open after download setting in Folder Options to determine if a file is safe. Any e-mail attachment with a file type that is reported as "unsafe" is not downloaded, and access to the attachment is removed.
However there are times, you may want to view an attachment that Outlook Express has deemed as unsafe. In these cases, follow these instructions to allow Outlook Express to show the attachment.
- Start Outlook Express.
- On the Tools menu, click Options.
- Click the Security tab, click to clear the Do not allow attachments to be saved or opened that could potentially be a virus check box under Virus Protection, and then click OK.
To better protect yourself from viruses, it’s a good idea to leave this option checked unless you definitely want to open the attachment.
Another way to help protect yourself from email viruses infecting your computer if you use Outlook Express is to disable the Preview Pane. There are certain viruses that will infect a computer even if you just preview the message. To disable the preview pane:
- Start Outlook Express
- Click on View, Layout
- Uncheck the Show Preview Pane, and then click OK.
Mailing Lists vs Spam lists
Solicited Bulk Email is an important mechanism for keeping consenting customers in-formed of products or service news. When Bulk Email is Solicited it is valuable to the recipient and therefore also to the sender. When it's Unsolicited it's purely Spam, an un-wanted nuisance to the recipient, and, because it forces the recipient to assume the cost of receiving, storing and dealing with the unwanted advert it is also a theft of the unwilling recipient's time and resources.
The difference between senders of legitimate bulk email and spammers couldn't be clearer, the legitimate bulk email sender has verifiable permission from the recipients be-fore sending, the spammer does not.
- Spam Opt-Out
All bulk email sent to recipients who have not expressly registered permission for their ad-dresses to be placed on the mailing list, and which requires recipients to opt-out to stop further unsolicited bulk mailings, is by definition Unsolicited Bulk Email. The sending of Unsolicited Bulk Email is illegal in most of Europe and is against all ISP Terms of Service worldwide.
- Unconfirmed Opt-In
The Recipient has, according to the Bulk Email Sender, unverifiably initiated a request for the address to be subscribed to the Bulk Email Sender's mailing list. The Bulk Email Sender has subscribed the address to the mailing list without verifying if the address owner has in fact granted permission or not. In most cases the Bulk Email Sender has simply purchased the address from another spammer.
As there is no verification, all spammers claim to practice 'Opt-in' which is why the vast majority of spam claims you "opted-in".
Unconfirmed Opt-in means that anyone can subscribe anyone, therefore if the address submitted by an unverified user was "President@Whitehouse.gov", the President has 'opted-in' and will receive bulk mailings whether he likes it or not until he opts-out.
In case of dispute
The Bulk Email Sender has no verifiable proof and is therefore liable for sending Spam, the sending of which is against all ISP contracts, against European laws, and against Spamhaus SBL policy.
- Legitimate Bulk Email Closed-Loop Opt-In
Also known as "Confirmed Opt-in" or "Verified Opt-in". The Recipient has verifiably con-firmed permission for the address to be included on the specific mailing list, by confirming (responding to) the list subscription request verification. This is the standard practice for all Internet mailing lists, it ensures users are properly subscribed from a working address and with the address owner's consent.
In case of dispute
The Bulk Email Sender is fully and legally protected because the reply to the Subscription Confirmation Request received back from the recipient proves that the recipient did in fact opt-in and grant verifiable consent for the mailings.
- Spammer-speak Tricks
Spammers and some Direct Marketing Associations fronting for Spammers try to further confuse the Bulk Email issue by using variations on the above terms, which have very different meanings from what consumers expect, these tricks include:
- "Opt-In"
Wording used usually by spammers to mean the recipient "has not opted-out, therefore they are opt-in". Usually means any address the spammer can get hold of.
- "Double-Opt-In"
Wording used usually by spammers to imply the recipient has "opted-in twice". The first time, says the spammer, was when the address was obtained and "opted-in" by the spammer without the recipient's consent, the second time was when the recipient failed to opt-out after receiving spam.
"Triple Opt-in"
Verbatim from Florida spam outfit Briceco Inc., who describe themselves as a "Leading provider of Marketing Solutions": "A triple opt-in email is a person who sub-scribes and fills out name, address, and interest." Presumably, a "quadruple-opt-in" is someone who fills out their age as well...
Source: spamhaus.org
Iconnyx AV Phishing Net Detector
Iconnyx Antivirus Servers now have Phishing detection via MailScanners Phishing Net Addon.
When detected it will do this in the email.
Iconnyx AV has detected a possible fraud attempt from 127.0.0.1 claiming to be www.ebay.co.uk.
The IP will be different and the destination address.
More info is available at: http://www.phishingnet.info/.
Connectivity
I ordered ADSL last week; how will I know when it's on?
ADSL lines are usually processed within 5-10 working days of the order being placed; this is a conservative estimate, and most lines are installed within five working days.
Upon placing your order you will have been asked for a contact e-mail address. This address is used to send your account details to enable you to connect. If you have not received this e-mail or require it to be sent to alternate address please contact Iconnyx Sales on the below number.
If you would like to find out definitively when your line will go live, please contact Sales on 0870 804 0 804 option 1.
What are your DNS Server IP addresses?
Domain Name Servers are used to resolve a domain into an IP address.
With the introduction of DNS the Internet has been able to grow as whole and people are able to access websites far more easily.
If you are not using the correct DNS for Internet connection you may experience problems with web browsing, such delays or websites not being found.
We recommend that you allow your router to automatically detect the DNS servers when it connects to the Internet, however if you wish to specify them manually they are listed below:
* 85.189.102.5
* 85.189.39.5
What are my password and details?
When we ship a microfilter and/or ADSL hardware to you, we include a letter covering the most common settings you will need. If you have not received these details, generalised technical details about configuring ADSL services, such as VPI and VCI values, can be found
If you have not received your username and password, or if you have lost these, please contact support on 0845 125 7770 or by email at support@iconnyx.com
I subscribed to your ADSL service. How do I register my webspace and email addresses?
If your package also includes a .uk domain name registration, domain name registration will usually involve sending an e-mail to support@iconnyx.com stating your account number and the .uk domain name you wish to register. Prior to sending any requests, please check availability against Nominet, the registrar for .uk addresses, at www.nic.uk. Please also be aware that Nominet require domain names to be at least three characters and include only alphanumeric characters.
The web space attached to these accounts, and the e-mail addresses, will usually be attached to the domain you request.
Free webspace and e-mail can also be setup on all ADSL packages. You may request mail addresses without registering a domain, in the format (yourname@copperstream.co.uk).
Webspace is setup in the format of www.YOURNAME.copperstream.co.uk - this can be included in the same request.
You will need to provide us with an FTP username and password. If you do not provide these, we will choose these for you, although changing usernames and passwords is easily done.
Is there a problem with your server? The Internet doesn't work.
If you are experiencing difficulties, please read the following carefully:
If you connect using a USB device:
- First, restart your computer
- If this has not resolved the problem, re-install the modem drivers
- If the problem is still not resolved, please note the status of the indicator lights on the modem and contact support
If you connect using a router:
- First, shut down the router for as long as possible (30 minutes is usually more than enough; 30 seconds often does the job) and then restart it. Some routers will require you to log in to the service after a restart, while others connect automatically
- If this has not solved the problem, ping the router's IP address on your network. If you get no response, the problem resides with the router, or your network. At this stage you will need to contact either your network administrator, or - if your router was supplied by BT - Iconnyx Technical Support.
- If the router is responding to a ping request, please contact technical support
If you need to contact Technical Support after running through this brief checklist, we will gather information, diagnose the problem, and either correct the problem (if it's a problem within our network) or report it to BT (if it's a problem with the line).
My ADSL is crucial to my business; it's gone down and it's Saturday morning. Is there anything I can do in the meantime?
Alternative connectivity can be provided using 56k Dial-up connectivity, assuming the hardware to facilitate this is available at your premises.
It must be noted in this context that ADSL is not a fault-proof system, and it does not have a guaranteed uptime. If you are using ADSL for mission-critical applications, you should consider having backup connectivity of one description or another. There are various ways to arrange backup connections from the simple (a an ISDN modem that's automatically activated during an outage) all the way up to the complex solutions, such as Network Load Balancing across two ADSL lines. Alternatively, Iconnyx can provide routers that switch automatically to an ISDN or dial-up connection in the event of an ADSL outage. For further information, contact Sales on sales@iconnyx.com
My ADSL router is a BT-installed box. It appears to have died - how do I replace it? How long will it take?
Report the fault to Iconnyx, who will arrange for BT to replace the router. BT will usually re-place faulty routers within 24 hours of the working week; and, if reported before 11am, may even be replaced the same day.
If BT have to come out, how much will it cost me?
If the fault is a result of a BT line or exchange fault, you will not incur any charges. If the fault is a result of end-user error, you will be charged a callout fee to be determined by BT; this amount varies greatly, but it can be very expensive. This, as much as anything, is why it may seem as if Technical Support want you to jump through hoops before reporting a BT fault.
BT Speedtest
If you believe your ADSL connection is running at a below standard speed then you will need run the BT SpeedTest.
- Log onto your router.
- Where your existing ADSL username and password is please change the details to:
Username: speedtest@speedtest_domain
Password: griffin - Once logged on go to http://www.speedtester.bt.com
Note: If the above site won't load then try the following two URLs:
http://217.35.209.142 or http://217.32.105.42 - Run the tests on the site and take screen shots of the results.
- Log back in to your ADSL account.
- Email support@iconnyx.com with the returned speed and if possible screen shots, re-member to include your account number.
Useful Commands
Below are a few standard commands that are used throughout the computer industry. They are used to test certain aspects of a computer service and help to track to down problem efficiently.
PING
Ping is a basic Internet program that lets you verify that a particular IP address exists and can accept requests. Ping is used diagnostically to ensure that a host computer you are trying to reach is actually operating. To use the Ping command click Start - Run - type command - OK. The MS-DOS window will now appear. From this prompt type ping 000.000.000.000 (eg. ping 217.79.111.1 or www.bbc.co.uk)
TELNET
Telnet is the way you can access someone else's computer, assuming they have given you permission. (Such a computer is frequently called a host computer.) More technically, Telnet is a user command and an underlying TCP/IP protocol for accessing remote computers. On the Web, HTTP and FTP protocols allow you to request specific files from remote computers, but not to actually be logged on as a user of that computer. With Telnet, you log on as a regular user with whatever privileges you may have been granted to the specific application and data on that computer. Telnet is a common way of accessing a router/connectivity device on a network. To use the Telnet command click Start - Run - type command - OK. The MS-DOS window will now appear. From this prompt type telnet 000.000.000.000 PORT NUMBER (eg. to telnet to a mail server you would use port 25 so the command would be telnet mail.server.IP.address 25)
TRACERT
Tracert is used to see the route (hops) to a destination. To use the tracert command click Start - Run - type command - OK. Tracert www.bbc.com
IPCONFIG
IPconfig is used to displays IP assigned to a network adapter. You can also clear the existing settings and re-obtain these.
Ipconfig: List IP's associated with adapter
Ipconfig / Release: Releases IP addresses
Ipconfig / Renew: Obtains IP settings from source (i.e. router)
Webspace
What type of server is my webspace hosted on?
Iconnyx Shared Platform Web Hosting has 2 platform options, Windows and Linux:
Windows
- Windows 2000 Webspace
- 100MB Webspace
- LiveStats Web Statistics
- FrontPage Extensions
- Active Server Pages Support
- ODBC Database Access
- ActivePerl 5.x Support
Linux
- 100MB Webspace
- Choice of Web Statistics
- Perl Scripting Support
- PHP Scripting Support
- MySQL Database Support
- cPanel Control Panel
- Pre-installed Scripts
Should you have any further inquiries please do not hesitate to contact support
What languages can I use in my webspace?
Iconnyx Shared Platform Web Hosting has 2 platform options, Windows and Linux:
Windows
- Windows 2000 Webspace
- 100MB Webspace
- LiveStats Web Statistics
- FrontPage Extensions
- Active Server Pages Support
- ODBC Database Access
- ActivePerl 5.x Support
Linux
- 100MB Webspace
- Choice of Web Statistics
- Perl Scripting Support
- PHP Scripting Support
- MySQL Database Support
- cPanel Control Panel
- Pre-installed Scripts
Should you have any further inquiries please do not hesitate to contact support
I want to put forms on my website, but form mail and cdonts don't work?
The mail object we use is J-Mail, a product of www.dimac.net. Full documentation for, and examples of the use of, J-Mail is available on their website.
What is my FTP username and password? Can I reset these?
We encourage customers to choose their own FTP details when requesting their web space to be set up; failing this, we will usually select something appropriate and let you know what these are. Your FTP password can be changed at any time by contacting support.
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