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I can't send or receive email messages, what do I do?

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.
 

  1. 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.
  2. 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.
  3. Check the email address: Make sure that the email address you are sending to is written correctly.
  4. 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.
  5. 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 10MB or smaller. Email with attachments which exceed this limit will not be sent.
  6. 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, my party, 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).
  7. 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.
  8. Open Relay Blocks: Occasionally, your 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.
    Having problems receiving email? Review the following list of solutions. Chances are you can find your answer here.
  9. 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.
  10. 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. 
  11. Check attachment size: To optimize email traffic for all of our subscribers, Fuse rejects email with attachments 10MB 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.
  12. 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.
  13. 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.
  14. Open Relay Blocks: Occasionally Fuse may block email sent from other domains/servers that have a history of sending SPAM to Fuse subscribers via open relay. This policy is in place to protect Fuse subscribers from SPAM.  Learn more about Open Relay.