| What
does "POP3" mean? |
| |
POP3
stands for "Post Office Protocol version 3".
This
is the protocol used by your email program to receive
e-mail. Our POP3 server name is tnni.net. This information
is stored in your e-mail client. |
| |
|
| What
does SMTP mean? |
| |
SMTP
stands for "Simple Mail Transfer Protocol". This
is the protocol used by your e-mail program to send out
e-mail messages. Our SMTP server name
is tnni.net. This information is stored in your e-mail client. |
| |
|
| What
are the incoming and outgoing mail servers for Outlook Express? |
| |
All
of our customers with a "tnni.net" e-mail address
will use mail.tnni.net for both the incoming
and outgoing mail servers |
| |
|
| I
received a Virus Alert from Terranovus.net, does this mean I
have a virus on my computer? |
| |
An
alert from Terranovus.net means that either somone tried
to send you a message with a virus or forbidden attachment,
or that you tried to send an e-mail message with a virus
or forbidden attachment. These mesages are generated automatically
by our e-mail antivirus systems. If you
are the receiver of the e-mail, the message from Terranovus.net
confirms that you were protected from the potentially dangerous
content of the e-mail. You can safely discard the message
at this time. If
you are the sender of the original message, you should
run a virus scan on your system as soon as possible. It
is not uncommon for a virus to be sent from or to a person
you do not know. Most viruses will use the addresses
it has come in contact with from any Outlook Express address
book it has been in. The message we send out is only
a friendly notice that your system may have encountered
a virus, this does not necessarily mean that you have been
infected.
|
| |
|
| Why
am I getting many e-mail alerts from Terranovus.net |
| |
Recent
viruses such as Dumaru, Netsky, Beagle, and other mass mailing
worms have the capability to turn non-protected computers
into mass mailing stations which are basically flooding the
Internet with virus laden e-mail. Our anti-virus systems
are hard at work protecting you against these viruses. Whenever
they detect these messages, they send you as well as the
recipient a warning from Terranovus.net. Due to the huge
amount of virulent e-mail traffic on the web, you may be
getting a few warnings each day. You can safely delete these
messages if you wish. If you do not wish to receive these
messages, you can make a mail rule your e-mail program
that automatically deletes these warning messages. |
| |
|
| I am receiving a quarantine
report e-mail from postmaster@tnni is this legitimate? |
| |
Yes this is our new quarantine
report. It is currently automatically generated and mailed
once every seven days but as of this weekend we will be sending
it out daily. You can use this report to help you manage your
e-mail quarantine, or just disregard it altogether as quarantined
e-mail will be automatically removed from the server after
a period of time. |
| |
|
| There is a valid e-mail in
my quarantine report, how do I release it? |
| |
To release or deliver an e-mail
message mistakenly sent to the quarantine folder you will need
to access the web mail interface. As we mentioned above, all
security management of your e-mail, including the release of
valid e-mail, is done through the web mail interface, not your
e-mail client (programs like outlook express, firebird, etc).
To access the webmail interface, all you need to do is launch
your browser (internet explorer, firefox, safari, etc) and
go to our home page at http://www.terranovus.net.
Once there click on the orange WebMail button near the top
of the page. This will take you to a page where you are offered
the choice between our all new webmail interface or our original
interface. Both interfaces have the capability to manage
your e-mail security settings. Choose either the new or old interface by click on the appropriate
link. Log onto the webmail interface by typing in your username
(you do not have to type in @tnni.net after the username)
and your password (passwords are case sensitive) and click
on the login button. Once logged in, you will see either a quarantine button
(new interface) or a quarantine tab (old interface). Click
on the button or tab to see the items in your quarantine
folder. Select the e-mail you wish to release (have delivered
to you) by clicking on the box next to the e-mail message.
Once selected click on the release button and select release
messages to deliver it one time or release messages and report
as legitimate mail to whitelist the e-mail (whitelisting
the message will always allow it to be delivered). If you
are using the original interface click on the release button
located under the quarantine listing. |
| |
|
| How do I delete e-mail from
my quarantine? |
| |
You do not have to delete files
from the quarantine folder as they will be deleted automatically
over a period of time. If you wish to manually delete them,
you will have to access the webmail interface as detailed above.
Once in the quarantine folder, select the e-mails you wish
to delete and click on the delete and purge button on the new
interface or the delete/undelete button followed by the purge
deleted messages button on the original web mail interface. |
| |
|
| Is there a way to stop receiving
these quarantine reports? |
| |
The quarantine report is sent
to you automatically to help you better manage your e-mail
requirements. If you do not wish to take a hands on approach
at managing your e-mail, you can disregard the messages and
delete them, or you can choose to have the quarantine report
suspended altogether. We do not recommend shutting off the
quarantine report as there is a small possibility of desired
e-mail to be mistakenly sent to the quarantine folder. To suspend
the quarantine report you must access the webmail interface
as detailed above. Once loged in click on the settings button
on the new interface or the settings tab on the old interface.
If you are using the new interface, click on the e-mail filtering
icon and then the quarantined reports icon. Click on the check
box next to override my domain defaults and then uncheck generate
reports every x days. If you are using the old interface click
on the reporting button and uncheck generate reports every
x days. You can always choose to receive the quarantine reports
at any tome by rechecking the boxes you unchecked. |
| |
|
| iHow
do I whitelist a particular e-mail? |
| |
Whitelisting is a feature which
allows an e-mail address to come directly to you without being
scanned by our security systems. This is a list for trusted
address only as there is an inherent danger in receiving unscanned
e-mail messages. Please use this feature with caution. To add
an e-mail to your whitelist, you will need to access the webmail
interface as detailed above. Once loged in click on the settings
button on the new interface or the settings tab on the old
interface. If you are using the new interface click on the
trusted sender icon, then click on the add button to add e-mails
to your whitelist. You can choose to add a single specific
e-mail or you may whitlelist an entire domain. If you are using
the old interface, click on the Whitlelist button then type
in the e-mail or domain you wish to whitelist and click on
add. |
| |
|
| Can
I block a particular e-mail address? |
| |
Blacklisting allows you to
block an e-mail at the server level. Once blocked, that particular
e-mail address will not be able to send you e-mail. If they
attempt to do so, they will get a returned error message stating
that you have elected to block that particular address. To
add an e-mail to you blacklist, you will need to access the
webmail interface as detailed above. Once loged in click on
the settings button on the new interface or the settings tab
on the old interface. If you are using the new interface click
on the blocked sender icon, then click on the add button to
add e-mails to your blacklist. You can choose to add a single
specific e-mail or you may blacklist list an entire domain.
If you are using the old interface, click on the Blacklist
button then type in the e-mail or domain you wish to blacklist
and click on add. |
| |
|
| When
I log on to check my mail it keeps prompting me for my user
name and password? |
| |
When
the dialog box comes up on the screen, remove the information
currently in it and re-enter the correct information. If that
doesn't resolve the issue call us so that we can check your
account with you. |
| |
|
| I
received a message from "postmaster@tnni.net" with
a "Delivery Failure" what should I do? |
| |
If
you have received this message from us it means that the message
you sent could not be delivered. The message that we sent you
should explain the reason for the failure. The original message
will have to be re-sent with the correction made. In the case
of a "Delivery Failure" due to an "account unknown"
be sure that it is the correct address for the recipient and
that they are still using that service. |
| |
|
| How
many e-mail messages can I receive? |
| |
There
is virtually no limit to the actual number of e-mail messages
you can receive. All our e-mail accounts can hold up to 50
megabytes of e-mail messages. The largest single e-mail message
you can send through our system is 10 megabytes. |
| |
|
| I
have a 56K modem, why don't I connect at 56K? |
| |
All
our dial up access plans are V.90 and V.92 compliant 56kbps.
The V.90 protocol is an asynchronous connection capable of achieving
speeds of 53kbps downstream and 33.6kbps upstream. Actual connection
speed depends on your modem speed, modem chipset, modem drivers,
computer and operating system as well as telephone line conditions.
Our customers routinely connect at speeds above 50kbps, but
in general a connection greater than 40kbps is considered good. |
| |
|
| How
do I remove an old e-mail account from my Outlook Express? |
| |
1.
Open your Outlook Express.
2. Click on "tools" at the top of the screen.
3. Click on "accounts" within that menu.
4. Click on the account you want to remove.
5. Click on the "remove" button on the right hand
side of the screen.
6. Click on the "close" button. |
| |
|
| How
do add an e-mail account to Outlook Express? |
| |
1.
Open Outlook Express.
2. Click on "tools" at the top of the screen.
3. Click on "accounts" within that menu.
4. Click on "add" on the right hand side of the
screen.
5. Select "mail" from that menu.
6. Follow the on screen instructions in the Internet Connection
Wizard.
7. When asked, enter "tnni.net" for the incoming
and outgoing mail servers. |
| |
|
| How
do I add a new e-mail address to my Terranovus.net account? |
| |
1.
Log on to Internet Explorer.
2. Click on the Account
Manager button at the top of the page.
3. Log in using your username and password.
4. Click on the "e-mail" tab at the top of the screen.
5. Click on the account type listed within the e-mail screen.
6. Your existing e-mail addresses will be listed here, click
on the "add" button.
7. Fill out the information for your new address.
9. Follow the instructions
above for adding a new account to your Outlook Express. |
| |
|
| How
do I change my homepage? |
| |
1.
Open Internet Explorer.
2. Click on "tools" at the top of the screen.
3. Click on "internet options".
4. Remove the information in the first text box on this screen.
5. Type in the address of the site you wish to make your homepage.
6. Click on "apply" at the bottom of the screen.
7. Click on "ok" at the bottom of the screen. |
| |
|
| How
do I disable call waiting? |
| |
1.
Open Internet Explorer.
2. Click on "tools" at the top of the screen.
3. Click on "internet options" within this menu.
4. Click on the "connections" tab along the top
of this screen.
5. Click on the Terranovus.net account so that it is highlighted.
6. Click on "settings" on the right hand side of
the screen.
7. Click on "properties" at the bottom of the screen.
8. Click on the phone number listed on this screen.
9. Use the arrow keys to move the blinking cursor to the beginning
of the phone number.
10. Type " *70,, ".
11. Click on "ok" at the bottom of the screen.
12. Continue to click on "ok" until you get back
to Internet Explorer.
13. This will take effect the next time you dial up for a
connection. |
| |
|
| I
can't find my toolbar or addresses in Outlook Express? |
| |
1.
Open Outlook Express.
2. Click on "view" at the top of the screen.
3. Click on "layout" within that menu.
4. Click on the items you want to turn on.
5. Click on "apply" at the bottom of the screen.
6. Click on "ok" at the bottom of the screen.
7. You should now see the items you turned on. |
| |
|
| I
get disconnected every time I open Outlook Express? |
| |
1.
Open Outlook Express.
2. Click on "tools" at the top of the screen.
3. Click on "options" within that menu.
4. Click on the "connections" tab along the top of
the screen.
5. Click on "hang up after sending and receiving"
(there should be no checkmark).
6. Click on "apply" at the bottom of the screen.
7. Click on "ok" at the bottom of the screen.
8. This will take effect the next time you open Outlook Express. |
| |
|
| When
I open Internet Explorer it doesn't dial-up and says it "Cannot
find server"? |
| |
1.
Open Internet Explorer.
2. Click on "tools" at the top of the screen.
3. Click on "internet options" within that menu.
4. Click on the "connections" tab along the top of
the screen.
5. Click on "always dial my default connection" so
that there is a filled circle before it.
6. Click on "apply" at the bottom of the screen.
7. Click on "ok" at the bottom of the screen.
8. This will take effect the next time you open Internet Explorer. |
| |
|
| How
do I check how much time I have used online? |
| |
1.
Log on to Internet Explorer.
2. Click on Account
Manager button at the top of the page.
3. Log in using your username and password.
4. Click on "usage" at the top of the screen.
5. Your usage will be listed on this page, click on specific
dates for more information. |
| |
|
| How
do I check my e-mail when I'm not at my home computer? |
| |
1.
Log on to Internet Explorer from any computer with an internet
connection.
3. Click on Web
Mail button at the top of the page.
4. Log in using your e-mail address and password.
5. This will take you to your in box.
6. Be sure to log out when you have finished. |
| |
|
| When
I try to log on to the internet I get an error number......? |
| |
These
error numbers are known as DUNs (Dial-Up Networking) errors.
You can get comprehensive information on all DUNs errors at
Microsoft
Support. |
| |
|
| What
information does Tech Support need when I call in for help (or
e-mailing)? |
| |
1.
Your last name.
2. Your home phone number.
3. The operating system you use (exp. Windows 98, MacOS X,
Windows XP).
4. A description of the problem you are having. (as specific
as possible)
5. When calling be sure that you are at your computer and that
it is on. |
| |
|
| How
do I contact Terranovus.net Inc. Tech Support? |
| |
You
can reach us by phone toll free at 866-SOS-TNNI or locally
at 863-471-1183. Our friendly Technicians are available
24 hours a day, seven days a week. You can also reach us
by e-mail at techsupport@terranovus.net.
You will receive a response as soon as possible.
|
| |
|
| Can
I pay for more than one month of service? |
| |
Yes,
you are welcome to pay for more than one month at a time if
you wish. Payments received for more than one month are applied
as credit balances to your account.
|
| |
|
| If
I cancel my service will I get my unused time refunded? |
| |
Terranovus.net
will refund any unused prepaid months. We do not prorate our
service so any unused portions of the current month will not
be refunded. |
| |
|
| When
is the latest I can pay my account? |
| |
Your
account is due on the anniversary date of your signup. An account
is considered late if not paid by this date. Late accounts will
be deactivated and subject to a $2.00 reconnection fee. |
| |
|
| I
use WebTV and don't use my tnni.net e-mail. Can you send my
e-mail invoice to another address? |
| |
Yes,
we can send your e-mail reminder at any e-mail address. Please
call us to make the change. |
| |
|
| Do
you offer a discount if I prepay my service for an extended
time? |
| |
We
believe that Internet users shouldn't have to prepay long periods
of time to receive a discount. Our service plans have the maximum
discount on them, in fact our monthly rates are lower than most
other ISP's so called discount rates. |
| |
|
| I
require a paper invoice for my business expenses. |
| |
Official
invoices and receipts may be obtained 24/7 via our online Account
Manager. |
| |
|
| I
have sent you a referral but I don't see the credit on my account. |
| |
On
average, referral credits are issued in approximetely 45
days. Referral credits are added to your account after 30
days and upon the receipt of payment from the referred customer.
In other words your referral credit will be added to your
account when the referred customer pays his second months
bill. A referral credit will not be made if the referred
customer does not remain with our service after the 30 days.
Referral credits may be tracked in our online Account
Manager. |
| |
|
| If
I cancel my service will my referral credits be cashed back
to me? |
| |
No,
credits given for referrals is credit only and have no cash
value. |
| |
|
| I
have a Basic Plan account with you, why am I being charged more
than 9.95? |
| |
The
basic account allows 15 hours of access per month. Additional
time (over usage) is billed at $1.00 per hour. You may track
your usage online by visiting our Account
Manager. |
| |
|
| I
don't use my tnni.net e-mail, how do I know when my account
is due? |
| |
Your
account is always due on your anniversary date of signup. For
example if you signed up an the 5th of the month, your account
will always be due on the 5th. If you would like to have your
e-mail billing reminders forwarded to another e-mail account,
please call us. |
| |
|
| I
am leaving for vacation, can I put my account on hold? |
| |
We
can "freeze" your account if you will be away
for a period of time greater than 30 days. Accounts can
be left frozen for extended periods. While frozen your
accounts login and e-mail addresses are reserved. Terranovus.net
provides service at over 19,500 locations across the US.
Please check to see if we provide local service number at
your destination. You can check for local access numbers
by clicking
here. |
| |
|
| Will
my account receive e-mail while frozen? |
| |
No,
a frozen account will reject any incoming e-mail as well as
any attempt to access it. |
| |
|
| Is
there an activation charge at the time of sign up? |
| |
No,
our dial up accounts never have an activation charge. All we
require the first months payment to activate your account. |
| |
|
| Do
you charge sales tax? |
| |
No,
currently Internet access is an intangible service free from
sales tax. |
