Support - FAQs

Email FAQs

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.

Stream Networks Internet has worked with the AOL Postmaster department and has been able to have all Stream Networks's 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 Stream Networks from automatic blocks due to spam complaints from AOL customers.

To help reduce the likelihood of our servers being blocked, Stream Networks manually monitors its mail servers for abusive behaviour 24x7.

Stream Networks 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@adastreamnet.co.uk

 

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.

Stream Networks 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@adastreamnet.co.uk

 

What Spam Blacklists does Stream Networks Internet Use?

Stream Networks operates a UK Mirror for SpamCop, and we also use the RBL lists from spamhaus.org. We also offer a managed email filtering service StreamNET MailScan.

 

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 Technical Support 01563 523131 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 Stream Networks when you have previously been with another ISP, you will need to change the outgoing mail server of your ISP mail account to smtp.stream-net.co.uk or you will receive Error 550 from your old ISP's mail server.

Alternatively, if you've registered a domain name with Stream Networks, but your ISP is, for example, BT Broadband, you will need to set your mail server to BT Broadband's mail sever, rather than Stream Networks, or you will receive Error 550 from Stream Networks's mail server

 

CONNECTIVITY FAQ'S

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 ad-dress 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 Stream Networks Sales on the below number.

If you would like to find out definitively when your line will go live, please contact Sales on 01635 884170.

 

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 01635 532131

 

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 - Stream Networks 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 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 Stream Networks, 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.

 

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 ex-ists 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.