Email FAQ

This document will provide you with an introduction to all of the features of PenTeleData's email service in a Frequently Asked Questions (FAQ) format. For anyone who is interested in taking full advantage of their PenTeleData email account, this is the beginners guide for you.

  1. Can I access my email from the web?
  2. Can I send bulk email messages from my PenTeleData email account?
  3. What are some good suggestions for using email?
  4. Does PenTeleData provide any protection against email viruses?
  5. Is there a size limit for attachments?
  6. I have another question about email that was not answered here. How can I get additional help?
  7. How do I add additional email addresses to my account?
  8. Why can't I send email to certain non-PenTeleData email addresses?
  9. What are the service expectations of mailboxes that reside on the PenTeleData server?
  10. What if I need or want more emailboxes than my account includes?
  11. I'm trying to send and receive email on PenTeleData's servers while connected to another ISP. Can I do this?
  12. What is an email virus?
  13. What is an email attachment?
  14. How do I send mail from my PenTeleData email account when I am not connected to the PenTeleData network?
  15. How do I access my email?
  16. What is PenTeleData's Promail Server?
  17. I received an email attachment from an unknown sender, should I open it?
  18. Is there a limit on the amount of email I can send and receive?
  19. If PenTeleData scans email for viruses, do I still need anti-virus software?
  20. I use "My PenTeleData Webmail" to send email; do I need to make any changes?
  21. Can I change my email password?
  22. What happens if I do not actively check my email on a regular basis?
  23. What is sender verification and why do you require it on the Promail Server?
  24. I have received email messages claiming to be from PenTeleData, is there any way to know if the email is legitimate?
  25. Why did I receive an "email failure notice" (mailer daemon)?
  26. What is email?
  27. What is PenTeleData's Acceptable Use Policy when relating to email?
  28. What is a "reply-to" address? How can I set this up?
  29. What is an email address?
  30. Can I use your mail server to send email through your network if I do not have a valid PenTeleData emailbox?
  31. I forgot my password, what do I do?
  32. Can I access my email when I'm not connected to the Internet?

Can I access my email from the web?

Yes. To access your email through My PenTeleData Webmail, point your browser to www.ptd.net and click "My PenTeleData Webmail" on the right side of the page. When prompted, enter your username and password. Your username will be everything before the "@" symbol in your email address. Your password will be the corresponding password for that account.

NOTE: Usernames and passwords are case-sensitive. Please be sure your capitalization is correct.

Can I send bulk email messages from my PenTeleData email account?

No. Bulk emailing, such as sending commercial messages to a list of customers, is not permitted. If you wish to send out bulk email messages, you should contact a Commercial Sales Representative at (800) 281-3564 about how to do so.

What are some good suggestions for using email?

Email is a tool for communicating with others. Make sure you familiarize yourself with general rules of email etiquette.

Does PenTeleData provide any protection against email viruses?

PenTeleData's email servers scan most incoming and outgoing email for viruses and remove them and stop the message from reaching its destination if necessary.

Is there a size limit for attachments?

Yes. Attachments are limited to a maximum size of 8 MB (megabytes). Dial-up customers may also experience difficulty with sending attachments larger than 2 MB due to the speed at which attachments are sent via a dial-up connection. Please keep in mind that it will take longer for the recipient to receive the message than it took you to send it. Large attachments can fill the recipient's mailbox or cause the mailbox to lock up, preventing the recipient from receiving any other email.

I have another question about email that was not answered here. How can I get additional help?

 You can call our Technical Support Department at (800) 281-3564 to speak with a technician. Technical Support will attempt to answer any questions related to email that were not covered here. You can also email your questions to support@corp.ptd.net.

How do I add additional email addresses to my account?

You can contact the PenTeleData Customer Service Department at (800) 281-3564 to add additional email addresses to your account. Most residential Internet service accounts, including Full Access dial-up, Cable modem and DSL accounts, include five free emailboxes.

Why can't I send email to certain non-PenTeleData email addresses?

Some email providers have implemented a method where by their email server will block incoming email from mail servers that have been sending a large amount of spam or junk email. Due to circumstances beyond our control, the PenTeleData mail server may have been blocked. When this occurs, PenTeleData makes every effort to resolve the issue as quickly as possible. Our new email server ( promail.ptd.net ) is less likely to be blocked due to its improved methods of handling email. Instructions on how to configure your email program to use the PenTeleData Promail Server.

What are the service expectations of mailboxes that reside on the PenTeleData server?

PenTeleData maintains its mail servers 24 hours a day, 7 days a week, 365 days a year, and attempts to maintain 100% uptime and 100% delivery rates; however, on occasion due to circumstances beyond our control, service is affected. Service, authentication, and delivery times are not guaranteed. As such, the PenTeleData email servers are not meant for large-scale commercial deployments (due to the large numbers of viruses and spam messages that are processed daily). Commercial customers that require customized mail services should contact the Commercial Sales Department.

What if I need or want more emailboxes than my account includes?

You may add as many additional emailboxes to your account as you like. Each additional emailbox is just $1.95 per month.

I'm trying to send and receive email on PenTeleData's servers while connected to another ISP. Can I do this?

Yes. PenTeleData allows you to send and receive email while being connected to another ISP. However, depending on the other service provider, it may be blocked; therefore there is a slight chance that it may not work. Since PenTeleData has no control over another ISPs policy, there is nothing PenTeleData can do. My PenTeleData Webmail is another alternative and is readily available.

What is an email virus?

An email virus is a computer virus that spreads via email. Usually, these viruses spread by sending email messages to everyone in an infected computer's address book.

What is an email attachment?

An email attachment is a file that is "attached" or added to an email message. Attachments can be pictures, sounds, text, programs, or any other type of file.

How do I send mail from my PenTeleData email account when I am not connected to the PenTeleData network?

If you are connecting via another ISP, you can send email from your PenTeleData email accounts by configuring your mail client to use PenTeleData's Promail Server. The Promail Server requires SMTP Authentication. This setting is normally found in the account options of your email client. Alternately, you can access your PenTeleData email through the web interface.

How do I access my email?

To access your PenTeleData email, you will need to set up an email program on your computer, or you can access your email through "My PenTeleData Webmail". For assistance with setting up your email software, please contact PenTeleData's Technical Support Department at (800) 281-3564, or visit the support section of the PenTeleData website.

What is PenTeleData's Promail Server?

Promail is the PenTeleData email server which supports SMTP Authentication, SSL connections, and uses Sender Verification to allow users to send email. SMTP Authentication requires that a login name and password be used whenever a user sends a piece of mail. This will dramatically reduce the amount of SPAM which moves through our system, as well as completely eliminate relaying on our servers. Using SMTP Authentication, PenTeleData customers who travel can now send email, using their existing accounts, regular email software, from anywhere in the world! SSL (Secured Sockets Layer) gives our customers the option of digitally encrypting their incoming and outgoing email for added security.


I received an email attachment from an unknown sender, should I open it?

No. Many email viruses spread as attachments from known and unknown senders. The general rule of thumb for opening attachments is: if you were not expecting it, do not open it.

Is there a limit on the amount of email I can send and receive?

No. However, your emailbox includes a complimentary 2 GB (gigabytes) of free email storage. If you exceed your complimentary 2 GB of email storage, all new inbound email will be returned to the sender.

If PenTeleData scans email for viruses, do I still need anti-virus software?

Yes. Viruses not only spread via email, but they also spread in a wide variety of other ways including via an open Internet connection, websites, file sharing programs, instant messaging programs, etc. Viruses can affect almost every computer that connects to the Internet. The best practice is to keep updated anti-virus software on your computer(s) and use it to scan for viruses on a regular basis.

I use "My PenTeleData Webmail" to send email; do I need to make any changes?

No. SMTP Authentication only affects those users who use dedicated email software such as Outlook Express, Netscape Messenger, or Eudora.

Can I change my email password?

Yes. You can change your password yourself online or you can speak with our Customer Service Department at (800) 281-3564. To change your password online, point your browser to www.ptd.net and click on the "Account Management" link on the right side of the page. Type your username and current password for that email account when prompted. Once you have logged in, click on the "Change Password" link to change your password.

What happens if I do not actively check my email on a regular basis?

Any email box that is inactive for six consecutive months will be deleted. Any email within an inactive email box is probably spam and will be automatically deleted without inspection along with the email box. Once deleted, the email address associated with the email box will be deleted and become available for assignment to other customers. An email box is inactive if it has not been checked in 6 months, does not have an email forward associated with it and is not the primary login for a dial-up account. If you intend to keep a mailbox active you may do so by retrieving email from within the email box at least once every 6 months. PenTeleData is not responsible for any loss of any kind because of the deletion of boxes or the email inside. If your email box is deleted for inactivity, you may contact Customer Service at (800) 281-3564 to have the email box reinstated if the email address is still available.

What is sender verification and why do you require it on the Promail Server?

Sender verification is a general term to describe various methods of verifying that the sender of an email message is indeed who sent the message. PenTeleData requires sender verification on the Promail Server to combat the rising email spam problems.

I have received email messages claiming to be from PenTeleData, is there any way to know if the email is legitimate?

Yes. PenTeleData maintains a list of all service-affecting email messages that are sent to our customers.

Why did I receive an "email failure notice" (mailer daemon)?

Email can bounce for many reasons. Some of the most common reasons include: the recipient's email address was not spelled correctly, the recipient's email address does not exist, there may be a problem with the recipient's mail server, you may be blocked from sending messages to the recipient's mail server, etc. The specific reason for the delivery failure can be found in the body of the failure notice that you receive. For additional assistance with an email failure notice, please contact our Technical Support Department at (800) 281-3564 to speak with a technician. To aid the technician in assisting you, please have the failure message open when you call.


What is email?

Email is electronic mail. It is a digital method of transmitting messages containing text, pictures, and sounds over the Internet to another person's computer.

What is PenTeleData's Acceptable Use Policy when relating to email?

Please see our Acceptable Use Policy.

What is a "reply-to" address? How can I set this up?

A "reply-to" address is an email address where all replies to an email go, to when the recipient of the message clicks the "reply" button in their email software.

Changing the "reply-to" address differs with each email program. You should consult the help documents for your particular email program or contact the program vendor for assistance.

What is an email address?

An email address is a unique address that is used to send and receive email over the Internet. Your PenTeleData email address takes the following form: username@ptd.net , where "username" is the name you chose when you signed up for your PenTeleData Internet service account. If you do not know your username and/or password, please contact our Customer Service Department at (800) 281-3564.

Can I use your mail server to send email through your network if I do not have a valid PenTeleData emailbox?

No. Residential customers that wish to send mail through our network should either purchase a PenTeleData emailbox or utilize their current emailbox provider's SMTP servers. To purchase a PenTeleData emailbox, please contact our Customer Service Department at (800) 281-3564.

I forgot my password, what do I do?

You can contact the PenTeleData Customer Service Department at (800) 281-3564 for assistance. Since PenTeleData accounts are secure, Customer Service will need to verify your identity and ensure that you are authorized to have access to the account.

Can I access my email when I'm not connected to the Internet?

No. Even if you use email software that is separate from your web browser, you must have an active Internet connection to access your email. email messages that you have previously downloaded may be accessed while offline, but you must be connected to the Internet to send and receive new email messages.