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Help Center / Email / Troubleshooting

Troubleshooting

Email clients connect to the email server and provide access to your email. We recommend that our customers use WebMail, Cincinnati Bell's web-based email solution. However, if you are interested in using a dedicated email program, three of the most widely used are Microsoft Outlook, Windows Live Mail, and Mac OS X Mail. SMTP authentication is required. 

To download your email settings, visit our email wizard or watch our email tutorial. 

Microsoft Outlook
The given instructions are general in nature and the exact steps may vary depending on the version of Outlook.

1. The instructions below are general in nature. The exact steps may version on the version of Outlook you are using. In Microsoft Outlook, select Tools > E-mail Accounts.
2. On the E-mail Accounts wizard window, select Add a new e-mail account and click Next.
3. For your server type, select POP3 and click Next.
4. On the Internet E-mail Settings (POP3) window, enter your information as follows:

  • Password - Enter your email password. (For help with a forgotten password go to http://password.fuse.net)
  • Incoming mail server:
    • for email addresses ending in @fuse.net, enter pop.fuse.net
    • for email addresses ending in @zoomtown.com, enter pop.zoomtown.com
  • Outgoing mail server:
    • for email addresses ending in @fuse.net, enter pop.fuse.net
    • for email addresses ending in @zoomtown.com, enter pop.zoomtown.com

5. In some versions of Outlook Express will have a prompt to check SPA. ZoomTown and Fuse do not use SPA. This box should be unchecked.
6. Click Next.
7. Click Finish.

If you find yourself experiencing an “SMTP Authentication Error”, follow these steps:

8. How to setup SMTP Authentication for your Cincinnati Bell IMAP/POP3 email account using the ‘Microsoft Outlook’ email client:
9. *Once you have added your IMAP/POP3 email to the Microsoft Outlook email client, follow these simple directions to enable ‘SMTP Authentication’.
10. -Select ‘More Settings…
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12. Select ‘Outgoing Server’ tab
13. Check the box labeled, ‘My outgoing server (SMTP) requires authentication’ and leave the box checked for ‘Use same settings as my incoming mail server’.
14. Click ‘OK’
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16. Watch this video tutorial to help guide you in setting up IMAP/POP3 email account using Microsoft Outlook Mail 17. Microsoft Outlook Email. 


Thunderbird
The given instructions are general in nature and the exact steps may vary depending on the version of Thunderbird.

  1. Log into your Thunderbird email account. Simply click on “Email” under the “Create a new account” section.                           ERO67403-(2).JPG
  2. Clicking on new email will then take you to the settings section.    
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3. You will next select to use an existing account. Fill out the fields below. 

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 4. Thunderbird will search for the account settings. This screen will appear once Thunderbird has successfully auto detected the settings.                         
                                                                  
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6. You are DONE.

 
If you find yourself experiencing an “SMTP Authentication Error”, follow these steps:
How to setup SMTP Authentication for your Cincinnati Bell IMAP/POP3 email account using the ‘Thunderbird’ email client:
*Once you have added your IMAP/POP3 email to the Thunderbird email client, follow these simple directions to enable ‘SMTP Authentication’.
- Select ‘Tools’ from the Menu
- Select ‘Account Settings’
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Windows Live Mail:
Configuring Windows Mail for a Fuse or ZoomTown email address
To add an email account to Windows Mail go to the tools menu and select accounts
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This will display the current accounts configured in Windows Mail. To add a new one click on Add on the right hand side.
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The customer will be prompted to select the type of account that they're adding.
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This will begin the email portion of the Internet Connection Wizard. This process will prompt the customer for their name first. Click next after that has been entered. 
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Next the customer is prompted for their email address. Have the customer enter it and hit next. 
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The customer will then be prompted to enter our mail servers. Have them enter these and hit next.
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The next screen asks for the customer's username and password. For fuse accounts this is everything before the "@" in their email address. Zoomtown accounts require "@zoomtown.com". Click next when finished.
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The final screen confirms that all needed information has been provided and gives you the option to stop Windows Mail from checking mail right away. Click Finish. 
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Editing server settings
To edit a customer's email account settings go to tools and then accounts. This will display the Internet Accounts window. 
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Either double click on the account or click on it once and hit the properties button to the right. The name of the account settings, display name, and email address can be edited here. 
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The servers tab contains the incoming and outgoing server names. SMTP authentication is discussed further in this document. 
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Generally we don't need to change/edit any settings on the Connection or Security Tabs, but here they are just in case.
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The advanced tab contains the port numbers that Windows Mail uses. These should be 110 for incoming and 25 for outgoing. Saving messages on the server is discussed in another section of this document.
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Enabling SMTP authentication
Customers who need to use our outgoing mail server, but aren't connected through Fuse can enable SMTP authentication. This allows Windows Mail to authenticate using the customer's username and password instead of their IP to authenticate for sending mail. To do this the customer will need to go to tools and then accounts. The SMTP authentication option is located on the Servers tab for an account's settings.

Tools -> Accounts -> Double Click pop.fuse.net -> servers tab
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The settings button will allow the customer to either use the Incoming UN/PW or set a different one.
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If you find yourself experiencing an “SMTP Authentication Error”, follow these steps:
How to setup SMTP Authentication for your Cincinnati Bell IMAP/POP3 email account using the Windows Live email client:
*Once you have added your IMAP/POP3 email to the Windows Live email client, follow these simple directions to enable ‘SMTP Authentication’.
- Right click on the email account name (example – user@zoomtown.com)

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-Select ‘Properties’
-Select ‘Servers’

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-Ensure the box is checked labeled ‘My server requires authentication’
-Select ‘Settings’
 
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-Select the box labeled ‘Log on using’
-Input your email information (user@zoomtown.com) and your password and click ‘OK’
-Click ‘Apply’ then click ‘OK’ and you have completed the authentication process.
 
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Watch this video tutorial to help guide you in setting up IMAP/POP3 email account using Windows Live Mail
Windows Live Email
 
 

Mac Mail:
From the Apple Menu, select preferences to get the screen below:

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Clicking on Mail, Contacts, & Calendars icon under Internet & Wireless will launch the email client. The email client is pictured below before an account is configured.

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To add an account, simply click on the right the type of account. For ZoomTown and Fuse you would click on Other. Doing so would give you the screen below. 

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We support adding the ZoomTown and Fuse email accounts, but no other account types. At this point click on Add a Mail account.

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You will see the dialog shown above. Enter the name the customer wants to use as the name displayed when they send email under Full Name. The email address and password the customer wants to use with the client should be entered in the respective fields. Then click the Create button to get the screen below.
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The application will attempt to discover the correct email server settings automatically. If it fails or if it cannot securely send the password to the mail server, it will give you an error and recommend setting the account up manually. The security error is shown below.
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Clicking setup manually will bring up the wizard below.
 

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Entering the information (display name, email address, and password) and clicking on continue will bring you to the screen below.

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This screen will ask for the incoming server information. Enter the incoming mail server, user name (as long as you are using the correct servers for the domain you can use just the username), and password. The next screen will prompt you for what security to use for the incoming mail server. Leave this blank.
 

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The next screen will ask for the outgoing server information.

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The username and password are only required if Authentication is turned on. ZoomTown and Fuse support the authentication and require authentication if someone is trying to sign in to the outgoing server from outside our network.

The next screen asks about security for the outgoing mail server. If authentication is utilized we support SSL.
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The next screen will give you a summary of all the information provided.
Click FINISH.
 
If you find yourself experiencing an “SMTP Authentication Error”, follow these steps:
How to setup SMTP Authentication for your Cincinnati Bell IMAP/POP3 email account using the          Mac Mail email client:
*Once you have added your IMAP/POP3 email to the Mac Mail email client, follow these simple directions to enable ‘SMTP Authentication’.
- Select ‘Mail’
- Select ‘Preferences’
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Click ‘Accounts’ tab and fill in details. You can select a different Outgoing Mail Server for each email account. The panel will show a listing of all outgoing servers set up and bottom will display the information about a specific selected server.
• Click on ‘Advanced’ tab. This tab will allow you to set customized ports. Use SSL and choose the authentication type (if any).
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Watch this video tutorial to help guide you in setting up IMAP/POP3 email account using Mac Mail
MacMail

Other Email Clients
To configure other clients you will need to enter your email address and password. Additionally you will need to enter the following information. For assistance with unsupported clients, consult the application help file. 

Incoming Server Type: POP3

  • Incoming mail server:
    •   for email addresses ending in @fuse.net, enter pop.fuse.net
    •   for email addresses ending in @zoomtown.com, enter pop.zoomtown.com
  • Outgoing mail server:
    •   for email addresses ending in @fuse.net, enter pop.fuse.net
    •   for email addresses ending in @zoomtown.com, enter pop.zoomtown.com

See Also
Having problems sending email?
Having problems receiving email?

Common issues with sending email 

Having problems sending email? Review the following list of solutions. Chances are you can find your answer here. 

NOTE: If you are using Fuse® WebMail, go to Step 3. 

Check your Outbox: Check to see if the email you composed is still stored in your Outbox and has not been sent. If it is still in your Outbox, click Send Mail again. 

Check SMTP Settings: If you are using an email client like Microsoft® Outlook Express or Netscape® Messenger, make sure that your SMTP settings are set to smtp.fuse.net. 

NOTE: To prevent the use of our servers for the distribution of unsolicited commercial email (SPAM), Fuse does not permit open relay. As a result, you should not have your email settings configured to smtp.fuse.net while connecting to the Internet through an ISP other than Fuse. If you must connect to the Internet through another ISP, we recommend you send email using Fuse WebMail. 

Check the email address: Make sure that the email address you are sending to is written correctly (e.g., recipient@domain.com). If your email client has an address book that supports the use of nicknames in the To: field (e.g., "Andy"), make sure the nickname actually exists in your address book. 

Check the number of recipients: For any single email, Fuse permits a maximum of 49 recipients Email which exceed the recipient limit will not be sent. 

NOTE: This limit applies to the total recipients entered in the To:, CC: and BCC: fields . You may not enter 49 recipients in each of the above fields. 

Check attachment size: If you are trying to send a file with your Cincinnati Bell email, make sure the attachment does not exceed 10 MB. To optimize email traffic for all of our subscribers, Cincinnati Bell email restricts attachments 10 MB or smaller. Email with attachments which exceed this limit will not be sent. 

Check for email viruses: To help protect our subscribers from the spread of computer viruses, Fuse has established a virus block list. If our server detects that your computer is sending email infected with an email virus (eg, Snowhite, myparty, etc.), the infected email will not be sent. Instead, we will return an error message to you with information about the virus. 

If you receive a virus alert from Fuse, you will need to remove the virus from your computer. For more information on removing viruses from your computer, please visit the Symantec Antivirus Research Center (SARC). 

Check recipient mailbox: If the message you're trying to send has been returned to you, the mailbox you're trying to send to may be full, or may no longer exist. To be certain, check with the person you are trying to email. 

Open Relay Blocks: Occasionally domain (xyz.domain.com) may block email sent from Fuse servers because SPAM was relayed through our email servers to that domain in the past. While rare, this further illustrates why Fuse no longer allows open relay. 

See Also
Having problems sending email?
Having problems receiving email?

Having problems receiving email? Review the following list of solutions. Chances are you can find your answer here. 

Check POP Settings: If you use an email client like Microsoft® Outlook Express or Netscape® Messenger, make sure POP settings are set to pop.fuse.net. To view an online tutorial that includes instructions on viewing and changing pop setting click here. 

Check mailbox size: Each Cincinnati Bell email account has a 50 MB limit. This means, when added together, email in all folders (including Sent and Trash folders) may not exceed 50 MB. Once your mailbox exceeds this limit, incoming email will be returned to the sender. To make sure your mailbox remains under the 50 MB limit, save email to your local hard drive and/or permanently delete it from the server by emptying your email Trash folder/bin. 

If you are using a POP3 mail client (e.g., Outlook Express), your email is already being saved to your Inbox or other folders you have set up. If you primarily access your email via Fuse WebMail, you will need to save your messages to your hard drive.  

Check attachment size: To optimize email traffic for all of our subscribers, Fuse rejects email with attachments 10 MB or larger. If someone sends you an email with an attachment over 10 MB, it will not be placed in your Inbox. If currently using an email client like Microsoft® Outlook Express or Netscape® Messenger, log in to Fuse WebMail and delete the 10 MB+ email, then try downloading email again.

Check if email was sent to large group: The sender may have tried to send an email to a very large list of recipients. To help protect subscribers from unsolicited commercial email (SPAM), many ISPs restrict the number of recipients users may have for a single email. So, the email may have never been actually sent. If you know the email was sent to a large group, you may need to ask the sender to resend the email to you directly or to a smaller group of recipients. 

NOTE: The recipient limit for Fuse subscribers is 49.

Check email forwarding: You may have set up your mailbox to forward your messages to another mailbox, then discard the messages. If you are forwarding email from another mail service (e.g. Hotmail, YahooMail) to your Fuse account, you may need to check your forwarding settings on that account.


 

See Also
Having problems receiving email?
How do I add my Cincinnati Bell email address to a third party client and fix SMTP settings?